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“BEWARE: Terrible, greedy and unprofessional Service (especially Reservations)!”

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Crowne Plaza Chester
Ranked #10 of 44 Hotels in Chester
Certificate of Excellence
London
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
“BEWARE: Terrible, greedy and unprofessional Service (especially Reservations)!”
1 of 5 bubbles Reviewed 26 June 2009

Dear visitors,
We have booked ourselves into Crowne Plaza in Chester for 1 night on one of the late deals website.
However, we had to cancel our 1 night stay due for emergency reasons. We have rang up our late deals website to ask if we could transfer our night for another night - so just to be clear- we DID NOT ask for a refund, just to reschedule our night to another night as we were unable to travel tht day due to emergency reasons. This way hotel would still be getting their money. Last...website said that this is possible and a standard practice and it is up to the Reservations of the hotel to do this. They have transferred us to the hotel reservations and they were AWFUL, UNPROFESSIONAL and VERY UNHELPFUL !
They just kept saying 'bear with me one minute' and when she got back on the line she kept saying ' 'it is terms and conditions' ' its terms and conditions' 'it's terms and conditions' - like a parrot. She wasn't even listening to us. AWFUL, AWFUL, AWFUL CUSTOMER SERVICE. She was unwilling to help us and stole our money, basically this was A DAYLIGHT ROBERRY.
They need a serious staff training at customer service skills!

Just to add, I have travelled a lot around the world, and usually don't have to reschedule my trip last minute as it was the case this time. It happened to me once in the past, and other hotel was very helpful, understanding and willing to reschedule the date on the booking.
Crowne Plaza Chester sucks - highly NOT RECOMMENDED

  • Stayed June 2009, travelled on business
    • Value
    • Location
    • Rooms
    • Service
Helpful?
1 Thank Blondielady
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
gm_cpchester, Manager at Crowne Plaza Chester, responded to this review, 3 July 2009
In responce to your review ,i was sorry to read that you were unable to stay with us on the date that you booked.

I would like to advise you that we have very competitive flexible rates whcih may be cancelled upto 4pm on the day of arrival, as well as the fully prepaid non refundable rate of which you booked.

If you would like to discuss this matter further then please do not hesitate to contact me.

Kind Regards
Mark Thacker
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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1,575 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
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CORK
Level Contributor
5 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed 22 June 2009

We stayed in this hotel for two nights sat&sun, there was 5of us adults and one 4year old girl. my niece loved this hotel so much she didn't want to leave. The rooms are beautiful, bright and modern. The bathrooms and rooms were perfect and clean all the time. we loved the swimming pool as it had a childrens section which is very handy. we had breakfast every morning which was beautiful, and dinner we spent both nights in the bar area as the food was to nice to move to the restaurant. The last night the girl behind the bar a lovely girl called Kat gave us 100% of her time and when my niece was tired and crying she brought her over a colouring book and colours to keep her amuzed, which we all thought was a lovely gesture. My niece even wanted to go up to the bar to talk to her as she called her "her new friend" we loved our stay here i could go on writing. putting it in simpler terms if you looking for a beautiful clean friendly hotel with only 2mins walk from chester shopping streets this IS THE HOTEL TO STAY IN.

  • Stayed June 2009, travelled with family
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank CORKY80
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
darwen lancs
Level Contributor
56 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 40 helpful votes
5 of 5 bubbles Reviewed 7 June 2009

We had the dinner and breakfast package with a an executive room.fFood was unbelivable it was so good.The room was lovely.We also enjoyed the spa with treatments,Hannah the therapist was fantastic.All the staff were professional and nothing was to much trouble.Downside was leaving the hotel at night the route to town was either through the car park or on a road which is busy during the day but quiet at night.But loved the hotel anyway.

  • Stayed June 2009, travelled with friends
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank tommyfour
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Doncaster, United Kingdom
Level Contributor
123 reviews
60 hotel reviews
common_n_hotel_reviews_1bd8 136 helpful votes
5 of 5 bubbles Reviewed 31 May 2009

Stayed here for 2 nights in May 09. The hotel looks awful from the outside, but inside is lovely with contemporary decor. The reception staff were very helpful and friendly. We were upgraded to an exec room on the third floor which was spacious, clean and had some great lighting features. Exec rooms also have use of a club lounge where you can have complimentery alcoholic and soft drinks with canapes from 5-8pm, and also a small choice of continental breakfast items from 6am.

We bought breakfast tickets costing £15 for 2 people, and the breakfast was exceptionally good - a comprehensive range of cold items and a good range of cooked items which were hot and well cooked. It was also good to see a smiling breakfast chef (Esta) who made pancakes to order and seemed to like her job! The dining room is large and very well laid out with the buffet behind a glass screen.

The hotel is in a great location - only a 5 minute walk to the start of the shopping area and about 15-20 minute walk from the river.

My only 'niggles' would be the lack of pressure in the shower, and the cost of wifi access - £15 for the day. Other than that this was the best Crowne Plaza we've stayed in, and a credit to the hotel management.

  • Stayed May 2009, travelled as a couple
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Nildesperanda
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Warrington
Level Contributor
30 reviews
26 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
4 of 5 bubbles Reviewed 22 May 2009

I spent a week staying here whilst traveling on business. The hotel itself looks awful from the outside as it is built on top of a multi storey car park. However, once inside this is a very nice hotel. Rooms and food were very good as was the service.

  • Stayed April 2009, travelled on business
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank MSRQW
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
London
Level Contributor
6 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed 5 May 2009

I stay here regularly and the hotel never disappoints. The staff are always friendly, the rooms are always clean, and while I am here for business, the hotel is in a great location for leisure travellers too.
Service is always good in this hotel, and the staff recognise you after one or two meetings, and always with a friendly smile. All requests are dealt with promptly and courteously, and the hotel is very flexible.
The hotel also has a spa and leisure centre on-site, staffed by friendly personnel, in particular Hannah who does the most amazing back massages! The pool is of a good size too, as is the gym and there are exercise classes to boot (@ £2 per class). Much superior to other hotel leisure facilities.
The food is also great and is of a consistent quality and the restaurant is usually quiet, which is surprising given how nice the food is.
Make sure you book in advance to get the best deal (and via the priority club website) and if you are a member make sure you ask about an upgrade at check-in, as they usually oblige if there is space. Rooms on 4th floor are best as really nice shape.

  • Stayed April 2009, travelled on business
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Florence90
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
manchester
Level Contributor
3 reviews
3 hotel reviews
3 of 5 bubbles Reviewed 23 April 2009

Expected much better for price. Were given a twin having booked double and told no other rooms available. Had emailed to enquire about possible check in but they did not reply. Room good size but poor attention to detail, i.e. curtains dirty, biscuits were broken, maid did not replace tea/coffee on second day, cups/glasses did not match, arriving at buffet breakfast there were no clean plates. Staff seemed generally disinterested and for a budget hotel would have perhaps not minded but not at crowne plaza prices. Restaurant advertised as having wonderful views which it does if you ignore the retail park and decaying industry. As not impressed by restaurant ordered food from room service and were rewarded with a tough dry burger with no salad or dressing. Would not stay again.....

  • Stayed January 2009, travelled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank satyrnyne
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
gm_cpchester, Manager at Crowne Plaza Chester, responded to this review, 1 May 2009
Thank you for taking the time to post your review, following your recent stay with us in January.

I would like to assure you that all feedback is discussed with the management team to enable us to improve the service levels we strive to achieve.

If you would like to discuss your concerns directly, please do not hesitate to contact us.

Kind Regards
Mark Thacker
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Crowne Plaza Chester

Property: Crowne Plaza Chester
Address: Trinity Street, Chester CH1 2BD, England (Formerly Chester Moat House Hotel)
Phone Number:
Region: United Kingdom > England > Cheshire > Chester
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#5 Spa Hotel in Chester
#7 Luxury Hotel in Chester
#10 Romantic Hotel in Chester
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Crowne Plaza Chester 4*
Number of rooms: 160
Official Description (provided by the hotel):
Welcome to Crowne Plaza Chester, perfectly located on the edge of the city with panoramic views of the city and Welsh hills. The hotel is perfectly located for visiting all the historic sites of Chester, including the Roman walls, amphitheatre and Chester Cathedral. Renowned not only for its Roman heritage but also for its beautiful architecture, the shopping rows' many restaurants and inns are all just minutes from the hotel. With 160 bedrooms featuring stylish decor and amenities, with an option of upgrading to our club rooms, some with stunning views overlooking the famous Chester Racecourse and the Welsh hills. All bedrooms are fully air conditioned with elegant fabrics and furnishings creating a calm yet fresh environment. Crowne Plaza Chester is the number one choice in Chester whether you are here for business or pleasure. The hotel has a varied selection of conference and meeting rooms (11 in total) many with natural daylight, which can accommodate from 600 to as few as 4 guests. The Kings Suite interlinks to the Chester and Malpas Suite to give an ideal venue for exhibitions or large social events. Our dedicated conference team will ensure events run smoothly from the start. Our Club Moativation Health & Fitness Club including indoor heated pool, 24hr room service, onsite car parking and all areas of the hotel fully equipped with wireless internet makes us the perfect place to stay when visiting Chester. ... more   less 
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Also Known As:
Crowne Plaza Chester Hotel Chester
Chester Crowne Plaza
Crowne Plaza Chester Cheshire

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