Bristol East (Emersons Green) hotel

The hotel staff are very friendly and will go out of their way to help. The room was the same as last time which is what we asked for but we're not guaranteed It was lovely that they did their very best to accommodate us in every way. The beefeater was much better this time as they had a new manager and more efficient waiting staff.

Extra pillows available, room very hot, bar closed early at 10pm not 11pm. Had a small delay checking in and everyone apart from bar team did not get told bar was closing. Check out was efficient and team were polite. Follow up with morning team and they were shocked about the bar closing early

The room was lovely and quiet until the 2nd day where others kept slamming doors at 7am... Otherwise it's situated in a very nice area Sadly the beefeater nx door was a huge let down, hardly any staff, cold food and either cold or burnt food. A very long wait for a table so we went else where in the end..

We stayed here at the end of April 2025 and were disgusted with the state of our room. The walls were in dire need of cleaning/re-painting. There was a pile of dirt inside the bottle opener. There was a hair stuck under a piece of sellotape on the wall above the bed (reported to the receptionist). The double glazing unit was absolutely filthy and the window frame was covered in black mould. There was mould in the corner of the bedroom ceiling and in the bathroom. The bedside table was falling apart - need I go on? It should also be noted if you want a good night's sleep that the hotel is on what must be one of the busiest junctions in the area. We had to have the window open (with it closed the temperature rose several degrees within a few minutes) and the traffic roared past all night. We do not consider £142 for a night's stay in a room in this condition to be value for money. From their point of view it was "money for old rope". My husband and I were both representatives before our retirement and frequently used Premier Inn for the high standards and good value for money. I hope Emerson's Green is not an example of the current quality. Furthermore, the coffee machine in the bar malfunctioned, producing a cup of frothy milk, a cup of black coffee and a coffee which looked like tea. When we returned it to the bar, for an exchange or refund, the staff member said, "I have never had a coffee returned. If I make some more they will look exactly the same." Clearly there is a need for some customer service training in this department. Complete denial of a genuine customer complaint is not the way to go. When we insisted, we did receive a refund for the coffee. We complained to reception and in writing on our return home. We have been offered a partial refund, but don't think this adequate for the absolutely dreadful night we suffered. Do not stay at this hotel!!

Very tiered décor. bit of wood falling off the chairs in the restaurant. the carpets in the room were not clean. the shower pressure was none existent and the sound of water running through the pipes constant throughout the nigh. Staff were really pleasant and helpful.