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4.0
#18 of 49 hotels in Chester
Location
Cleanliness
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Value
Best Western welcomes you to the Premier life. At the The Queen At Chester Hotel, Bw Premier Collection, our biggest priority is leaving a lasting impression, long after you check out. You'll notice our Premier's distinct style the minute you walk in. Our elegant hotel offers the highest quality amenities and service, sure to win over even the most refined traveler's favor. Located in Chester, the Premier lifestyle comes with a fully equipped fitness room for the active traveler, an exquisite on-site dining experience for the culinary aficionado, and ample amounts of meeting space suited to accommodate any large gathering.
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travellers to find restaurants and things to do within walking distance.
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The Queen at Chester Hotel, BW Premier Collection, receives a wide array of feedback from guests. The hotel's service is a point of contention; while some guests commend the staff's friendliness, others point out problems with responsiveness. Its amenities, including comfortable beds and a substantial breakfast, are well-regarded, though calls for refurbishment surface occasionally. Its prime location near the train station is frequently praised.
Room experiences vary, with comfort and space often overshadowed by cleanliness and maintenance concerns. The value proposition is debated, with views split between reasonable pricing and some dissatisfaction. Lastly, the atmosphere's unique charm is noted, yet some suggest it could benefit from a refresh.
Location
Convenient
Atmosphere
Charming
Rooms
Mixed
Value
Reasonable
Cleanliness
Mixed
Service
Inconsistent
Amenities
Satisfactory
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The staff are very friendly , we were upgraded and the room was very nice. The bed was comfortable and room was quite big. The TV was a bit small and the iron has seen better days. The bathroom was large with a separate bath and walk in shower. The hotel its self is full of history and they have a very nice garden which will be nice to sit out in the summer. Breakfast was buffet with plently of choice. We would definately stay here again
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Date of stay: January 2024
Value
Location
Service
Trip type: Travelled as a couple
Room Tip:This hotel is right next to the station and is 10min walk to the city center , great loaction
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Booked for two nights, can't fault the staff they are all very helpful and attentive and there are some nice touches to the hotel however, the 1st room we were given was really cold and noisy. We asked to be moved and the staff obliged by finding us another classic room on the 2nd floor. Like I said the staff are brilliant and a credit to the Hotel. This room was warm and had secondary glazing but was quite dark ok but dated. The breakfast is exactly what you would expect, continental to full English something for everyone. We didn't use the restaurant so cannot comment on that. So obviously we had a classic room so maybe if you have a better standard of room the quality is much better. Having said that I have paid the same money at other similar hotels and had better quality rooms. The Hotel location isn't bad a 15 minute walk into town, you can drop down by the canal and walk into town that way and if you Google restaurants near me from the Hotel look out for an Italian restaurant about a 10 minute walk past the railway Stn and over the bridge very nice. Car parking charges are about what you would expect to pay £10 weekdays and £15 for weekend days you get an extra 4 hrs on your last day from your arrival time. So would we stay here again hmm unfortunately not if the bedrooms where better then 100% yes.
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Date of stay: February 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Louise Turner, Other at The Queen at Chester Hotel, BW Premier Collection
Responded 28 Feb 2020
Dear wadokia, Thank you for taking the time to write with feedback following your recent visit to our hotel. I am disappointed to hear that your stay did not meet your expectations, if you would like to discuss this in further detail, please contact me directly at louise.turner@hallmarkhotels.co.uk Kind Regards, Louise Turner Operations Manager
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We had a couple of nights stay here in January in a Kings Suite Room. Helpful to have 20 minutes parking right out front to unload and check in, and there is a large car park to the rear charged at £15 per day. The first allocated room was quite cramped and there was a considerable amount of black mould in the bathroom so we contacted reception who couldn’t have been more helpful and moved us to an adjacent room strait away. This was slightly larger with a cleaner bathroom, however the shaving mirror was about to fall of the wall, the tv remote wouldn’t work, a light fitting didn’t work, shower temperature fitting didn’t work throughout and the second night the key cards wouldn’t lets us gain entry from the car park entrance or to our room. All of these issues shouldn’t occur in any well run establishment the majority of which should have been checked and rectified by housekeeping staff before the guests took the accommodation. We have to say the previous bookings were changed because illness which was good of the hotel to allow us to do that. The reception staff were very helpful throughout our stay in Chester, particularly Jonathon.
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Date of stay: January 2020
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from queendeputy, Manager at The Queen at Chester Hotel, BW Premier Collection
Responded 15 Feb 2020
Dear Helen K, Thank you for your feedback following your January visit to our hotel. I am sorry to hear of the maintenance issues you experienced during your time at our hotel. I have discussed your feedback with our Head Housekeeper and Maintenance Manager and they too would like to extend their apologies. If you would like to discuss your feedback further, please contact me directly at louise.turner@hallmarkhotels.co.uk Kind Regards, Louise Turner Operations Manager
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Stayed here with my partner on a Saturday night. Initially was meant to stay in the sister hotel but wasn't informed until we arrived this wasn't the case (a bit of notice would have been nice). The hotel itself is beautiful,lovely surroundings and has all the makings of a real luxury establishment. Unfortunately the room was anything but. Although the bed was very comfortable, we were given a personalised letter from the hotel manager advising us during these uncertain times the room has been deep cleaned to ensure our safety. This wasn't the case. There was no soap provided in the room (which I thought was shocking considering what's going on with Covid-19).There were hairs on the bed and in the sink and the pillows had make up stains on them. We were given a room service menu which when we realised they were charging £14.95 for a Chicago Town Pizza we decided against it! We raised our concerns to the blonde haired lady at reception (can't recall her name) who was really apologetic and did make us feel welcome throughout. All in all, a lot of improvements required. I completely understand these are unprecedented times and not everything will be perfect / how it was but these were very basic hygiene standards that should have been adhered too.
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Date of stay: July 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
We booked our stay away as we were due to be married last Friday and still wanted to celebrate that we would have been married.
Upon booking I requested a bath and I was not disappointed. The room was beautiful and we both had one of the best nights sleep we’ve had in a long time.
Arrival was done on my phone before hand and was quick and easy and I thought the hand sanitiser station and the social distancing markers throughout was a great idea.
We had everything we needed in the room but could have filled in a slip for more items which you hand to reception. There was also a takeaway menu for the room to order drinks and food that we did not use but it seemed varied and good to us. You had to request items through their WhatsApp business platform but I don’t think that is a bad thing at all as i would not expect a cleaner to touch a phone I had used to order room service in these current Covid conditions.
I understand some have complained about the breakfast but we both have never got up early for breakfast so to have a bag dropped off at your door was great for us. I understand it could have been varied - maybe a different pastry or a portion of honey to make the porridge a bit different on one of our days but on the whole we could not fault it.
The bar and restaurant were closed but we absolutely understood that decision and assumed this when we booked. (This is also reflected on the high street as some shops were also closed till the 9th). There are a few bars open around the town that you can walk and wait for a seat but we had booked meals in restaurants before we checked in so we came prepared.
To anyone who is thinking of booking a stay here, I would recommend it I think the price we had for three nights was reasonable and all the staff are a credit to best western.
We will be returning soon before we are married August next year!
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Date of stay: September 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Nadine Rees, Other at The Queen at Chester Hotel, BW Premier Collection
Responded 18 Sept 2020
Dear Judy G, Thank you so much for taking the time to write such a lovely, detailed review of your recent stay. I am sorry that the pandemic had spoilt your wedding plans and I am sure that another year to plan and prepare will just add to the already special event. As we evolve daily and weekly into our new world of operating, more and more of our facilities are being opened in the hope that we can return to normal . This will shortly include the restaurant and bar for casual drinking and dining. I hope that we are able to welcome you back to experience more of the delightful offers the Queen can give. Let me wish you and your future husband an amazing day for August next year and thank you again. Kind Regards Nadine General Manager
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Stayed here once before in 2017 in June we enjoyed it as good value for money on groupon. One night bed and breakfast and a drink for £89 bargain in my eyes so stayed again November 2019 this stay was also good but worrying. Since arrival Nov 2019 staff was lovely , helpful we had a better room than last time , breakfast was great Car parking on site £10 for 24hr easy to get to the centre by walking around 15min. Shower is worrying i had a shower in the evening of our stay it was fine , the my boyfriend had a shower the shower temperature wouldn't go down my boyfriend got me to have a look and i couldn't turn it down it just got hotter i was walking not into the bathroom it was like a steam room. Then the fire alarm started to go off , i mention to him oh gosh we set it off because of all the steam the shower let off , I opened the door and the alarm was going off , people was leaving we was a bit scared. 5min late a lady told us we set it off and she will reset the alarm the room was full of steam , my boyfriend couldn't have a wash before out xmas night out. around 45 min later we left to go out a bit shuck up from what has happened nobody come up or called our room to see if we was OK. Next morning we both couldn't have a shower good job we do not smell haha. Did mention it when checked out , have emailed someone about this issue with the shower hopefully they sorted it. Was a good stay apart from the shower issue but i would come back.
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Date of stay: November 2019
Value
Rooms
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
The hotel is breathtaking with all the decore and statues around the hotel. When we arrived we went to reception and was given the information we needed for the stay. We where asked if we had stayed at the hotel or in Chester before, when we told the lady we hadn't she gave us some9 extra information that we needed and then told where our room was. Once our room it had been cleaned and was a good size room with lots of space. Downstairs in bar area it is of a good size and the lady behind the bar is excellent. Due to me having an intolerance I informed her when ordering food, and we ordered some food. The payment was took and then due to one of the foods that we had ordered having something in it I was refunded my money. The lady explained that she needed a manager to refund it, which he did but only gave me the 20% back instead of the correct amount. I did feel that the supervisor was a little abrupt with the lady behind the bar due to her serving someone else he came over to her and spoke about the refund in front of myself and then other customers, then huffed when the bar lady asked him to wait a moment. The refund was given correctly and the lady apologised for the mis understanding. Also when we went to the room, there was some blueberries in a punnet behind the radiator in the room. When I went down to reception I told them about this, the gentleman made light of my comment and told me it was the probably the cleaners and she would be looking for her snack later. He then asked me if I wanted someone to remove them. I told him I would do it, which I did. However other than these few minor incidents we would stay here again. Also the hotel charges £15 for overnight parking, there is parking five minutes walk away from the hotel which is £11 !
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Date of stay: February 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Me and my partner stayed here for two nights from 25th-27th. We arrived early off the train and was greeted by a lovely young man called Matthew who was on the front desk, he was extremely helpful, welcoming and kind. He checked us in and booked our breakfast and dinner in too and told us directions into the town centre. The location of this hotel was perfect it’s across the road from the train station the town centre is about a 10min walk and everything is pretty much on your door step. We came back to the hotel for 3pm to get into our room when we got our keys and entered our room the Prosecco was chilled already for us which was a lovely surprise, our room was spotless and we felt extremely safe in regards to regulations and covid procedures the hotel has done an excellent job in keeping the place tidy and there’s lots of sanitiser/signs/covid placements all around the hotel so you do feel a lot more calmer and relaxed in that regard. Dinner on the first night was lovely I went for Mac & cheese which was yummy and the tomato soup for starter and then the sticky toffee pudding for desert, it was all excellent! No complaints. The breakfast in the morning is well thought out and there’s things in place like a queuing system and wearing our masks when we’re stood up etc which wasn’t a problem it made us feel at ease knowing the hotel put these things in place to make their guests feel at ease. The garden is well maintained and there’s some gorgeous flowers and sculptures in there too. Thank you for looking after us and making our first time in Chester so lovely. We will definitely be back again.
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Date of stay: May 2021Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
To start I should say this was a Wowcher so for the price a room, dinner, breakfast and bottle of Prosecco was very good.
The aesthetics of the hotel is amazing, from the courtyard with the statues to the bronze warriors in the corridor, everything was excellent.
The rooms well equipped with air con, bath robe, bath rain fall shower, hairdryer, tea and coffee, 2 random chocolate bars, couple of bags of pipers crisps and a couple of bottles of water.
The booking in process was done via a qr code and was very quick the room was ready at 1330 not 1600 which was nice.
So why only 3 stars? well:
We stayed in an executive room and the bed although comfy was very small, I’m 6’3 and a decent size, I spent most of the night either pushing my other half out of or falling out of bed.
The bath water was redders yet when you turn to the shower it’s temperature was prob 40% of the bath. Then to breakfast we booked in at 9, and finally sat down at 9:45 getting breakfast at 10:15. We were told it was 30 min slots !!! I know it has to be table service due to covid but every tray service for room service incurs a £5 fee!!
Not sure who the lad with the ginger hair was but he needs a pay rise serving just about everyone as quick as he possibly could sometimes on his own. The food was good, nothing you would say wow it’s the best meal I’ve had, also at night several were using the candles on the table to read the menu - atmospheric? Nah it was just dark.
Staff were lovely, just need better processes in place for them to work too
All in all a pleasant stay - would I stop without a deal being on offer - probably not.
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Date of stay: May 2021Trip type: Travelled as a couple
Room Tip:Parking is to the rear midweek is £10 for 24 hr £15 for weekends
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
My daughter and I stayed here for 2 nights. The main reason for visiting Chester was to visit the zoo. This hotel was very convent for the train station (the entrance is literally opposite the station) and the bus stop to the zoo. The hotel was very clean. Because of COVID restrictions we knew the restaurants and bars would not be open. The hotel is only a 15 minute walk from the town centre so we enjoyed eating and drinking out. We booked a twin room and stayed on the Chinese kings floor. There were 2 beds but the gap between them was very small so we rearranged the furniture to allow for more space. I do think that a twin room should have space between the beds. Our room was very clean and we were told when we checked in that there would be no housekeeping because of the COVID restrictions but if we needed anything we were given a mobile number. However we found a station where we could collect clean towels and anything else that we may need so we didn’t need to use this service. The staff were very welcoming and reassuring. The decor of the hotel is very quirky and I would be interested in staying again once the bars and restaurants were open.
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Date of stay: August 2020
Value
Rooms
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Nadine Rees, Other at The Queen at Chester Hotel, BW Premier Collection
Responded 27 Aug 2020
Dear BrendaV384, Thank you so much for taking the time to write such a lovely review. I hope that you and your daughter enjoyed your visit to Chester Zoo also and I am so glad that you found the hotel to be so convenient for your trips planned in Chester. We are slowly beginning to open up our bar on weekends and hopefully adding a hot breakfast to our offerings in September so you are welcome back anytime to experience it. Thank you for staying with us during uncertain times and we look forward to welcoming you back in the near future. Kind Regards Nadine Rees General Manager
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Parking is available in a car park adjoining the hotel. I believe that there is a preferential rate for hotel guests and payment can be made at the hotel reception.
There are more places to choose from in the Chester area.
PRICE RANGE
£74 - £117 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
queens hotel chester, chester hotel queen, best western chester, queen hotel chester, chester best western
FORMERLY KNOWN AS
Hallmark Hotel Chester The Queen
LOCATION
United KingdomEnglandCheshireChester
NUMBER OF ROOMS
221
Prices are provided by our partners, and reflect nightly room rates, including all taxes and fees known to our partners. Please see our partners for more details.
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