4/10 Poor
TRACY
20 Dec 2024
Disliked: Staff & service, property conditions & facilities, room comfort
Poor stay overall - not worth the money
Despite this being our 4th or 5th stay as returning guests, this one will be our last.
Complacency has set in. No extra customer service, just the basics.
Bedroom was small, dark, carpet old, dents in the wall, bathroom was basic, shampoo watered down, the bed was really very uncomfortable and old. Walls really thin - heard every conversation of people walking past and the family next door.
Leisure area and changing rooms were tired, showers had black mould in them and drains were smelly.
No food available after 5pm, only crisps at the bar or the a la carte restaurant that has a dress code!
We were asked if it was a special occasion, it was our anniversary and we said as much, but nothing else was said or offered.
Why even ask us??
Food at breakfast was sub-standard produce, so much so, we left on the 2nd morning ahead of breakfast as we did not want to eat anything there even tho paid for.
Noah and Jess in the bar were the BEST PART of the stay, have very good customer care, super personalities, great at their job and a real asset to the hotel.
We left sad and disappointed after paying for still a relatively expensive 2-night stay, after looking forward to our anniversary weekend.
Will be looking for better places to stay next time we come to Chester where the customer is put first, the rooms are comfortable and the food is good quality.
We are sad we felt so disappointed by this stay after previous visits.
Totally not worth the money.
TRACY
Stayed 2 nights in Dec 2024