Moxy Chester — Hotel in Great Britain

19:10pm reported to reception-no hot water shower in the room, told that will sent staff up to check 19:21pm no hotel staff show up at our room, called again 19:24pm Reception said the boiler needs time to reset, asked to wait 20-30 min 19:59pm no hot water in the room, called reception for immediate assistance 22:04pm hotel staff show up at our room, took us to other room same issue. *We asked the staff to swap our room immediately, we were took to another room with cold shower. The female staff took our mobile number, but never called back. We were left waiting, not able to leave the room for a meal because she said she will return call and update status of exchange the room (we discovered this female staff left work the day, without giving us update) 22:30pm We had to go out to have quick takeaway meal, as we were left in the room no updates Went to the reception got told that the boiler engineer was on the way from London to the hotel to fix the boiler issue *As a guest, we were left uninformed, unattended 23:30pm Boiler engineer arrived, hotel staff Maria show up at our room said that the problem will be fixed in 10-20 min *Again, no update until we checked ourselves in the shower, still cold water coming out 23:31pm Called the reception, night shift staff Maria apologized that engineer can't do anything to fix the problem. We need to wait until next morning

Woke up in the morning, apology letter at our door step about hot water issue 9:00am Met Katrina assistant manager at the reception. If we didn't insist, Moxy only wants to offer us a place to have shower, which is unbelievable service with a 3 star hotel like Moxy, under Marriot hotel group. Totally a joke, take hotel guest right to the very bottom of the list. Told that we can be transferred to Queens hotel, the hotel will closed from today. They are working with booking.com to sort this out.

After 5 hours left outside the city centre, not yet have our hot shower since last night. 14:00pm Arrived at Queens hotel. The Queens hotel no one aware of us, being transferred from Moxy Chester. No sign of our luggage, which meant to be transferred to Queens hotel. *Near 24 hours no shower as a hotel guest, the weather these days almost freezing cold. 14:02pm Called Moxy again, General Manager Trevor was forced to answer our phone call, but even more surprisingly he said that he needs to talk to Katrina about our transfer of hotel and double check our issue. General Manager said he will call us back in 5-10 mins. 14:23pm Surely, no one call, not even from Trevor as we were promised. We had to call again to push for a solution. Finally, the Queens hotel reception Tom manually help us to check-in to Queens hotel

*For mental and monetary compensation record, we did not received expected service and facility within the hotel room of Moxy Hotel Chester 1, No hot water shower. The weather these days is almost 0-2 degree in the evening. 2, The heating was always 26 degree inside the room. Dehygrated, fever-like headache for whole night, no sleep at all for the whole night sweating... 3, We left unattended, no update during our stay from the hotel staff considering facility issue was reported. Had to call hotel almost 15 times ourselves to maintain informed. We kept waiting all the time as a hotel guest. 4, No message passed on from staff to staff. Reception, service staff of the boiler and assistant manager up to General manager absolutely no communications between each other. Ridiculously discovered this the next day when we asked to speak to General Manager directly. They put the blame to booking.com procedure. 5, Our luggage were left at the Moxy hotel, no one transfer the luggage to the Queens even though we got confirmation from Maria that this will be done for us. Only 6 minutes walk distance, but no such service offered taking into account we were forced to transfer to a...

My family and I had the misfortune of staying at Moxy Hotel Chester UK from 7 January to 8 of January 2022. I become a member of Bonvoy Marriott, in order to enjoy the facilities such as quick check-in, key mobile as you adverting on the website.

I and my partner use to travel around the world we always choose the boutique hotels because of the comfort facility, also we would prefer simple and non-complicated procedures before to arrive at the hotel and of course good customer service staff During our last stay in your group, we encountered a number of unsatisfactory service levels from the first moment that I booked my stay until the time we left the hotel, you should know of and hopefully do something about it. In order to contextualize this embarrassing situation, I would comment that just two months ago, my partner ( European nationality) booked a room at the same Moxy hotel in Chester Uk, he was able to do the check-in online, plus easily use the key mobile facility on the app.

For this time, I was in the role of organizing the trip, and I used my membership number 622687180 to book a stay on the Bonvoy app. I thought I would be able to use all services included a mobile key and easy access to the room as my husband had last time.

The problem started by first minute, online when I first contact through the chat with the staff Lucy, asked why my reservation didn’t come true, and I was unable to do the check-in online and access my mobile key using the App Bonvoy, even though I had a confirmed number reservation. This staff just take more than hours to check what was happened with this reservation and come up with some unbelievable excuses.

I explain that I would arrive late, and considering the fact I was pregnant, all I wanted was just to have the same facility as every member, enter the room and rest, well that is not what happened. After a long time of conversation on this app chat, the staff kept giving poor excuses, and at some moment she said I have to pass to the reception because it was a regulation in Uk that does not allow me to do the check In online, ( which she didn’t explain in detail)

She said that I must pop up at the reception, in the middle of a wave pandemic omicron just to sign a paper in order to access my booked room. So I ask why Im a member of the hotel does not trust me?

I felt very frustrated with this kind of service, and also some kind of prejudice, I wonder if this just happened because I wasn’t of European nationality as my partner had mercury member facilities?

Second, when we entered the room the bed were too hard to sleep, I had to use many pillows to make this place a little more comfortable.

In the morning, at the breakfast area, it was even worse, after this horrible non-sleep night, there’s wasn’t a breakfast service, we had to ask for staff to prepare something for us, and was charged more than 20 pounds, which I also think was super expensive for a 4-star hotel without any service.

There wasn’t any excuse for what happened, there was no satisfaction from the manager of the hotel as well. I didn’t have any other option to book another place, because I arrive very late in the city, otherwise, I would never stay in this group of hotels. I am very disappointed in this bitter experience and do not...

A faultless stay start to finish

My first time at a Moxy and prepare for a detailed true review

Let’s start prior to my stay I had a faultless experience Thanks to the lovely Rachel that eased my anxiety pre travel , great communication and made me look forward to visiting the Moxy for a short but sweet 24l hrs to explore the city as a short family break just what we needed

Drawn to its pet friendly policy that made travelling with my pup a lovely time From a welcome message in the room and other goodies as I’m vegan and catered for throughout with alternatives for everything made sure not to miss out

on arrival used the car park which was £6 and didn’t require moving the whole stay which we just extended the next day as had late checkout we was luckily was granted lovely weather on this weekend (a rarity but made the trip more enjoyable) so walked everywhere especially with the dog

A lot of Chester is dog friendly including pubs / parks and even took him on the race track recommend by staff which he loved

Check in with swift and smooth performed by Trish and Dave with a welcome naughty or nice ice tea welcome drink and tokens for the bar which my parents used as we utilised their food menu as it was a 3 dish deal , I had the veg gyoza which was delicious while my parents got nachos and wings all generous portions to refuel after travelling and exploring

Positioned opposite a Waitrose also great to get anything you need as they have a microwave downstairs and saw deliveries / grab go options

The hotel seems popular for hens / stags , business and leisure so a complete mix of occupancy no matter what age a trendy destination , yet not disturbed and didn’t have any issues with noise which shows how well managed the establishment is

Now onto the room , throughout the hotel has a uni vibe with strobe / led and quirky pieces well thought out, everything was clean comfortable while having a ‘cool’ vibe also cosy

The facilities are all you need with ironing room for longer stays , access to a gym next door yet was closed on our visit , coffee / tea in rooms , plus played games in the evening on the mezzanine

In the morning me and my family are early risers and I’m also neurodivergent so appreciated the traffic light system for busier times , walked along the canal before returning for breakfast to fuel our last part of the stay

Where to start I don’t know as the buffet had anything you could dream situated at the back of the bar a very well laid out system from pancake station , salad , cheeses , yogurt , cereal , drinks , cooked and pastries - I got to enjoy from every stations rarity and great catering to allergens which staff will try accommodate in every possible way ( shoutout to Keith for taking me through it)

Final thoughts Can honestly not say a bad word from pre and post we want to go back and super handy if you have a dog as they have multiple locations ( we first spotted on our previous trip away in York which made us book this one as our next adventure but this time with 4 legged family member too) already recommend it to multiple people we came across on purpose travels , family and friends too , a very welcomed stay and can’t thank the staff enough...