The Queen At Chester Hotel, Bw Premier Collection — Hotel in Great Britain

The Queen hotel has always had an upstanding reputation as being known as the jewel of luxury for Chester.

However our stay has proven the jewel has slipped from the crown.

The outer presentation of the hotel is great, along with the service of check-in staff.

We arrived at our room with anticipation however when we entered we were sorly disappointed.

The room was of moderate size and quality, and yes, it seems they have made decent effort for decoration, as wallpaper and furniture and fittings were of nice quality. However we found the actual features of the room are lacking. The bed is nice, as is the TV. However the Tea and Coffe facilities are of poor standard, there was a broken alarm clock in our room which did not work. And the bathroom is of poor space management. The door handles were loose and the main door was of poor quality.

The bathroom also had noticeable mould in tile grout and the cealent of the bath had part peeled off, letting mould into the bathtub. Of which the bath is made of very thin cheap plastic which bends and buckles under even the lightest of persons.

The safe with the card locking feature was however great.

The room also has no AC or temperature control facility which would not be an issue if the room had a wide opening window however the window was only permitted to open 3 inches which is far not enough to keep the room well ventilated, leaving a humid and stuff atmosphere in an already small space.

We stayed at the hotel for two nights, One would expect a cleaning service after the first night stay so the room would be clean and fresh ready for the second nights stay. However we did not receive any cleaning whatsoever. Not even the bins were emptied or fresh towels presented. Especially during covid-19 times cleanliness should be a hotels top priority and should NOT be using this an an excuse for smaller service so they can profit from less expense. This can also be said for expendable items in the room such as shampoos, soaps, hand soaps etc. Most hotles of this quality even in Covid times have still provided top quality products included to guests such as them items and much more, and yet The Queen hotel can not perform to this standard of quality.

Moving to breakfast in the morning we had to specify a designated time at which to start our service which is understandable in post Covid times, however we all still had to que through the hallways of the hotel to get into the breakfast room. When we got in we were seated and had to await for slow staff to recognise we were asking for Coffee and tea which was being served by two members of staff whom require more training as service staff as they did not properly recognise awaiting guest for 10 minutes plus.

After we received our drinks we then had to stand and wait in a long que again for our breakfast, which granted was served in a timely fashion.

The food was overall of decent quality, if not a little overcooked. However overall tasty and satisfying.

Checkout was fast and easy thanks to the self service express checkout. (A letterbox to deposit your keycards)

Overall the stay was average, and if I had stayed in a more common hotel such as a standard chain I would expect the same services and room quality, however with a hotel whom still boasts such a high reputation with the price to match this distinction, I would of overall expected a better experience.

Obviously my room will different from the quality of your room, however every room in a hotel that has this level of reputation should be above exceptional quality.

I would recommend staying here but be cautious as to not pay the higher prices as other hotels in Chester would deserve your...

This hotel, on first impressions, is beautiful; the downstairs bar and lounge areas are lovely, and the reception hosts a very impressive staircase. Lots of nice artwork, and Romanesque statues! ||We were unable to check in until 4pm (which we did know,) but could leave our bags safely in the luggage room, and completed our paperwork, returning after a great days racing. ||I’d booked the hotel some time ago, paying £206 for a “Small Double” room. When we checked in the room was indeed very compact, and our double bed was right under the window, meaning only accessible from one side….meaning loo trips in the night were a bit of a scramble….! Huge TV at the end of the bed, and one uncomfortable small bench style seating area. Tea and coffee making facilities were provided, along with hanging space. The bathroom was roomy with an over bath shower, plenty of hot water. If I am being honest, I feel the room was very overpriced and wonder if the pricing was a premium rate due to the races (the hotel was completely fully booked.) I feel the Premier Inn down the road would’ve been more comfortable and better value.||Breakfast was nice, buffet style with plenty of freshly cooked options, coffee from a vending machine style thing (not my favourite). Staff were helpful and friendly.||To cap our weekend off, we had parked in the privately run car park at the rear of the hotel. Upon returning to the car we found our back windscreen smashed, we suspect something was thrown or fell from an upper hotel window…our friends were unable to travel home in the car due to the smashed glass, and had to get the train, and we had a noisy, cold journey home with a bin liner taped over the window. Obviously not really the hotels fault, but it was a disappointing end to the weekend….||Overall - nice hotel, a bit overpriced for what we got, don’t book a small double, unless...

A huge disappointment! Having booked 5 months in advance - and paid in full - received a phone call just days prior to the planned stay to say that the accommodation might not be available. We had booked 2 nights at this hotel because it is immediately opposite the train station from which we were catching a 6.00am train after the first night, returning 11.30pm that evening. Simply changing the dates, as they suggested was not an option. The gentleman said he'd see what he could do, possibly finding alternative accommodation within the hotel or elsewhere nearby. Shortly thereafter and somewhat bizarrely I received an offer to upgrade the room! Queried by e-mail, requesting a response. No acknowledgement was received, so then with 24 hours to check in I phoned the hotel. The very pleasant but perplexed receptionist confirmed that the reservation was cancelled, but could give no explanation as to why the first call had not been followed up, not the lack of response to the e-mail. Insisting that my money be refunded, this was effected quickly, but having held my money for 5 months, and my booking being on non-cancellable terms, it seems the hotel can have free reign to cancel customer bookings at will. With less than 24 hours to go we had to find alternative accommodation in what is a busy city, but at short notice this was not easy or cheap. Premier Inn came to the rescue, but at greater cost. A second offer to upgrade the room then came through - after the cancellation was confirmed! Chaos and confusion! The hotel looks nice externally, but I'd never consider staying there after this experience, even though multiple stays at other Best Western hotels have been excellent. All this was a week ago, and there has not even been the courtesy of a reply to my two e-mails,...