Having read some very poor reviews on Trip Advisor before travelling to this hotel, I contacted them in advance of our stay to express concerns (it was a non-refundable booking via Tesco Clubcard or else I may have cancelled.) My partner doesn't keep in the best of health so I was fearful of finding ourselves in a room that was unsuitable. After speaking to a very helpful chap on the phone, I was told we would be allocated one of the refurbished rooms, room 202. When we arrived and checked-in, I found we had been allocated room 228. I explained that I had called earlier in the week and been told we would be in room 202, a refurbished room. When I explained about my telephone call to the hotel the girl on Reception told me that I should not have been 'promised' a specific room and that this room was unavailable. I'm sorry, but that was hardly my fault if the person I spoke to was not following normal procedure. Anyhow, we took the keys to Room 228 and I can best describe this as the type of room you would find in a hostel, it was dreadful. The bed didn't look made, the wallpaper was torn and dirty, the net curtain was torn and stained and the fixtures were equally as tired and dirty looking. There was an 'antique' centre light with 5 bulbs, only 2 of which were lit, I'm sure to disguise other failings in the room. By far the biggest issue however was the fact the bed was only accessible from one side with the other flush against the wall, Really not suitable when you have a 6ft 4" partner with mobility issues (all of which was explained to the hotel.) Deciding we couldn't possible stay in this Room, we complained to Reception and very quickly we were moved to Room 218 which was indeed a refurbished room. On first impressions Room 218 was infinitely better, certainly more modern and apparently cleaner. It was however not without its problems. We had a toilet that wouldn't flush without having to press in the flush about a dozen times in quick succession, no mean feat I can say, as well as a toilet roll holder that only a contortionist could reach! There was a also a bulb missing in the spot light above the mirror, it only held two so must've been noticeable to housekeeping, there were also damp and mouldy patches on the ceiling on a room that has only very recently been decorated. Quite laughable that you have a 'do not disturb' sign for the room but nowhere to hang it outside the door??!! After our first night, the shower gel was was not replenished in the room, all basic, basic standards that the Best Western couldn't achieve.
Breakfast in the hotel was an 'experience.' There were several tables reserved for what appeared to be a party from a conference. On the first morning we were allocated a table that was set but hadn't been cleaned. The was a dirty cup that had been turned over as if ready for use and when my partner went to use his napkin that was folded for use found it to be covered in lipstick, completely unacceptable. The service was, at best, slow. The chap who was serving tried his best but with so many tables to serve it was inevitable he wouldn't be able to keep up. The second morning on asking for tea, the tea arrived minus milk, petty yes, however I repeat, very basic standards that shouldn't be difficult to attain.
In summary, we would never stay here again, probably not even if you paid us, it was quite frankly one of the worst hotels we have stayed in for a long time.
- Official Description (provided by the hotel):
- Hallmark Inn Chester is a great value stay in a fabulous position within the historic city of Chester, located two-minutes walk from the train station. The hotel offers a range of comfortable bedrooms and excellent customer service. This Green Tourism Gold Award winning hotel is the perfect venue for coach trips, conferences and meetings. Pay and display parking really close by. ... more less
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- Also Known As:
- Best Western Chester
- Chester Best Western
- Hallmark Inn Chester Cheshire