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Best Western Stoke On Trent City Centre Hotel

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66 Trinity Street, Hanley, Stoke-on-Trent ST1 5NB England
Update from hotel: This property has indicated that they are taking safety precautions against COVID-19.Read more
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Traveler (372)
Room & Suite (201)
Dining (37)
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A note from Best Western Stoke On Trent City Centre Hotel
Updated 09/17/20

About

Location
Cleanliness
Service
Value
The 135 bedroomed three star hotel is situated in the city centre within walking distance of theatres, shops, casino, restaurants & bars. All bedrooms have en-suite facilities, tea & coffee making facilities, direct dial telephones & hairdryers as well as complimentary WIFI access. We boast a superb restaurant, 9 meeting / conference rooms, including two large function rooms which are ideal for hosting parties & wedding receptions. Free wifi access throughout the hotel, guests can also enjoy use of the hotels leisure facilities, which include heated indoor pool, sauna, steam room, spa bath & fully equipped gym (charges may apply). We have a large car park on site, which is chargeable at £7.50 per 24 hours. We are very proud of our Green credentials and we are making every effort to save the planet.
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Property amenities
Paid public parking on-site
Free High Speed Internet (WiFi)
Pool
Fitness Center with Gym / Workout Room
Bar / lounge
Taxi service
Conference facilities
Banquet room
Wifi
Indoor pool
Heated pool
Fitness / spa locker rooms
Sauna
Breakfast available
Breakfast buffet
Meeting rooms
Non-smoking hotel
24-hour front desk
Laundry service
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Room features
Room service
Flatscreen TV
Room types
Bridal suite
Non-smoking rooms
Suites
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HOTEL CLASS
HOTEL STYLE
Centrally Located
Languages Spoken
English
1557Reviews27Q+A100Room tips
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Darryl W wrote a review Yesterday
Glasgow, United Kingdom2 contributions3 helpful votes
What do you expect from a hotel stay? Somewhere to sleep, somewhere to eat and somewhere to clean up? Then don't come here... The room looked nice enough upon entry with comfy beds and sufficient entertainment options on the TV if you wanted to kick back and relax. It was nice of previous residents to leave their Netflix and iPlayer accounts logged in so my thanks to them. Let that be a warning to anyone who chooses to stay here as the logins aren't reset on the TVs once you leave. Once I entered the bathroom, a place that looked like it hadn't been cleaned since a Labour government was in power, I encountered mold all around the window frames (a window where a number of panes were cracked) and it was also hanging out of every pore of the showerhead. The sink taps were cracked in numerous places and looked like they'd crumble apart if you touched them. The facing at the end of the bath was also hanging off. There were someone else's pubes on one of the towels. Absolutely atrocious! I've been in some filthy places before but this was hideous. Still, I can put up with it to a degree as you just want a place to put your head down after a busy day and you're clearly not paying for 5-star quality when you come to a place like this. This place is listed as 3-stars but we'll come back to that... Now let's get to the main point of this review which was the unbearable noise from the function suite and the incredibly poor attitude of the ineffectual night staff who appeared to have been given no training on how to deal with these matters, possessed zero accountability for the hotel's issues and would rather get shirty with the guests than sort these problems out. As I said, the bed was comfy enough but it was impossible to sleep in it due to a birthday party in the function suite with music loud enough to physically make objects move along the table surfaces in our room, and we were on the second floor! I'm not joking when I say the entire room felt like it was bouncing. You sometimes just have to put up with these things because it's only illegal to create such noise after 11 pm so we let it go... until 11:15 pm when it was totally out of hand. I ventured downstairs to voice my concerns... It turns out that the party was for none other than "Neil Stockill", the supposed MANAGER of this hotel! When first embarking on reporting the issue to reception, there was already a small queue of people complaining about not just the noise from the party but also some people asking if something could be done about the noise the people copulating in the room next to them were creating. The response to both complaints from the reception staff was, "What do you expect me to do about it?" Charming! The night porter, an imposing character called "Ash", was prepared to do nothing about any of these issues. I guess our complaints were eating into his busy schedule of putting his feet up on his night shift. "My hands are tied because it's the big boss's birthday party," he retorted, as if that was meant to be an acceptable response to placate us all. When I enquired what would happen if I went into the function suite and started unplugging things, I was informed that I would be ejected from the premises. Good to know that this dive allows illegal acts to be committed but punishes those who wish to prevent them from happening. We were then informed that the music would stop at midnight. You take the staff's word for it in these instances as you don't expect them to be liars. I went back upstairs along our corridor that progressively stunk of marijuana each time it was traversed (you're not allowed to smoke or vape on the premises, never mind smoking weed) and awaited midnight... Midnight came. Midnight passed. The music got louder. The bass levels were almost massaging my feet when I stood on the floor and the walls were literally shaking. We turned up the TV in our room to the top volume it was capable of providing to try to drown out the racket and STILL the noise downstairs was all we could hear, that's how loud it was! If we'd had the TV on at that volume without the noise from downstairs, I guarantee we'd be the ones that were asked to leave. A group of us had gathered in the corridor outside our rooms around this time and were all moaning to each other about the racket. I was ready to start pulling fire alarms just to get something done but decided to maintain a legal approach. In hindsight, that was a mistake as we'd probably have gained more progress if we'd caused an evacuation. So off we trooped downstairs again. This visit to reception was met with increased hostility by the staff. It seems to be hotel policy to be as antagonistic as possible to a guest for making perfectly valid complaints about unacceptable noise levels within the establishment. Despite informing them about the illegal nature of their actions and that if nothing was done then the police would be called, I was told, "Then go ahead and phone them!" Before this, I sympathised to a degree with the night porter's position but now it was clear he was just as guilty for allowing this atrocity to continue as the boss was for hosting the party. We were offered different rooms but quite why the staff thought that this would fix the issue when the entire (and rather large) building was vibrating should give you some insight into the service these geniuses provided. "It'll be done by 1 am," we were then told, despite being previously told it would finish by midnight. That's no good to anyone so the police were called. That's an ongoing issue that I can't describe here. The music DID finish playing but not until 1:15 am by which time I couldn't actually sleep. Drunken guests (I assume the other hotel staff who weren't on duty as they were attending their boss's birthday) colliding around the corridors at all hours was our next trial of endurance. I was so angry that I couldn't relax, plus I was on edge awaiting the possibility of the music starting up again as we'd been lied to so often during the night by the morons employed downstairs. Getting up in the morning after pretty much no sleep at all, I gave the shower a go. I think I would have been washed more effectively if I'd asked one of the staff to urinate on me, such was the pathetic trickle from the moldy showerhead. We set off downstairs to get some breakfast... For pity's sake, how difficult is it to sort out a breakfast buffet area? Dirty, unwashed surfaces laden with plates and debris greeted us on every vacant table. The plates were eventually taken away but the carious tables were left to fester by staff who would rather scowl at you than acknowledge that your table required even the most basic maintenance. No one was going around cleaning any of them. The "buffet", as it was, consisted of 1 bacon rasher, fried eggs that wouldn't be served in prison, greasy toast (how on earth does dry toast become greasy?!?), more beans on the floor than in the bain-marie... and that was it! That was the selection of available hot food. Breakfast is served between 8-10 am. We arrived around 9 am so does that mean this place stops making food halfway through the breakfast period? It certainly appears so. After nearly vomiting what little we ate back onto the table (not that it would have been noticeable due to the poor condition of the place), we got our stuff together so we could check out. En route, we encountered another guest who had experienced similar issues to us. His story included a nice little section where he'd phoned reception from the room to make his complaints and experienced an angry torrent of abuse before having the phone put down on him. Clearly, this place employs the finest reprobates that can be found. So, a 3-star hotel? I think not. I've spent the night in shop doorways and had a better sleep. And you're expected to pay for this experience! The one positive thing I can mention is that the building looks nice from the outside but the inside of it and a number of its employees all need to be removed and sent somewhere where they can't have such a negative effect on humanity, perhaps Antarctica. Avoid this hotel like the plague, one you might possibly catch from this filthy, junkie doss house. After reading some of the other reviews of this place, I fully expect some sort of flaccid "Sorry about your stay" response from the manager. Sorry, mate, but your apology won't give me my sleep back, nor will it overshadow your selfish ignorance!
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Date of stay: September 2021
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2 Helpful votes
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Mary wrote a review Sep 20
3 contributions4 helpful votes
All staff very friendly and helpful, our room was clean and comfy. Breakfast was very nice and staff fetched more food out when we asked for more eggs and sausage. Will definitely return great value for money
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Date of stay: September 2021Trip type: Traveled with friends
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Response from Neill Stockill, General Manager at Best Western Stoke On Trent City Centre Hotel
Responded yesterday
Thank you for your review, I hope we can welcome you back again soon
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Jennifer J wrote a review Sep 19
Edinburgh, United Kingdom8 contributions5 helpful votes
+1
After a long day traveling from Glasgow and a trip to Alton Towers, my partner and I were checked in, and given a faulty key card. After going back and forth to reception we got in to our room. The bedroom area was OK,looked clean enough and a large comfy bed. But then we discovered the bathroom...... a broken tap (the actual limescale crusted handle was cracked open and missing half the handle - see photos, the window was COVERED in mold (I was able to wipe a little away with a wipe. Why couldn't housekeeping??? The shower head and curtain, pink moldy, limescale crusted and the end panel of the bath was hanging off. We reported this to reception and showed the videos we'd taken. Nothing was done to rectify, no words of apology or acknowledgement were given. We didn't care, we just wanted to eat and sleep. We were advised of a function going on, left to get dinner, and then returned to head to bed. We got to our room and the noise from the party was insane! We had tea cups out and the liquid was actually bouncing and sloshing about with the vibration of the music. We tried to put the TV on to down it out but no use. Reception, (Ash, the night porter) was no help. He could empathise and agree it wasn't acceptable, but told us "it's the big bosses birthday" and that he was just a "small fry" and couldn't get the music turned down or stopped and that Neil Stockill- The GM who was celebrating his 50th "expected complaints". What a way to run a hotel. We were promised the music would be off by 11, then 12, and then we actually called 101 and reached out to the council. The music (physical vibrations and volume increased) went on until around 1.30am, and after that it was screaming, drunk guests running about until so knows when. We visited reception at least 4 times through the night to complain, along with 3 other guests from different rooms about the noise. I expect noise and just deal with it when staying away. This was not doable last night. It was ridiculous. 2 other rooms got full refunds, but in the morning there was no manager to authorise this. Breakfast was organised chaos, 1 bit of bacon, 3 beans and a pile of greasy fried bread greeted us at the buffet. We waited for a table to be cleaned for us, and another couple sat down at it! We asked if food would be replenished to be told "you'll have to wait, I'm on me own love" by the chef. We waited 30 minutes and had to leave. (6 fried eggs were replenished during this time but the 15 deep queue of guests demolished these before we got a look in. It was bloody diabolical. We are broken after the lack of sleep and 6 hour drive home. Please don't book this hotel. Its just a shambles.
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Date of stay: September 2021Trip type: Traveled as a couple
5 Helpful votes
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David H wrote a review Sep 19
Manchester, United Kingdom31 contributions30 helpful votes
Just returned from a 2 night stay at best western stoke on trent what a lovely hotel very clean staff were all very nice and friendly food in the bar was also lovely room was spacious and bathroom was massive and had everything you needed in it. Well done to you all
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Date of stay: September 2021Trip type: Traveled solo
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Response from Neill Stockill, General Manager at Best Western Stoke On Trent City Centre Hotel
Responded yesterday
Dear David H Thank you for your lovely review following your recent stay with us, I am delighted your stay was so enjoyable. I look forward to welcoming you back again soon. Kind Regards
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Elliott G wrote a review Sep 19
Leeds, United Kingdom26 contributions8 helpful votes
Honestly one of the worst hotel experiences I’ve ever had. Firstly there’s a generator outside my room which is going all night, making sleep impossible. At breakfast there’s firstly no tables, the waitress said sit at a dirty table and I’ll come and clean it. She never came to clean it. no cups for juice, and no juice left! Believe it or not. It’s 45 minutes before breakfast closes. Hardly anything left. No hot food available, only scraps of beans and mushrooms. After asking several times for my table to be cleaned and being told they’d be with me in a minute, 20 minutes later I ate my fruit and drank my water (all that was left) with the previous diners dirty plates and cups in front of me! Disgusting really. When you check in they charge you the full room amount, but also take a preauthorisation for any bar bills etc. Most hotels charge 1p or £1 pre authorisation. But not best western Stoke. They charge the full amount of your stay, so I had two transactions for the same amount and it wasn’t released back to my account for 7 days after departure. Just avoid at all costs.
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Date of stay: September 2021Trip type: Traveled solo
4 Helpful votes
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Response from Neill Stockill, General Manager at Best Western Stoke On Trent City Centre Hotel
Responded yesterday
Dear elliottg385 Thank you for your review, Please accept our sincere apology for aspects of your stay failing to exceed your expectations. Had you spoken with Reception about noise I feel confident an alternative room would of been found for you. I sincerely apologise about your breakfast experience, this is not our usual standard, your feed back will of course be shared with the team. Kind Regards
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PRICE RANGE
$54 - $98 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
quality hotel stoke on trent, quality inn stoke on trent
LOCATION
United KingdomEnglandStaffordshireStoke-on-TrentHanley
NUMBER OF ROOMS
135
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Frequently Asked Questions about Best Western Stoke On Trent City Centre Hotel
Which popular attractions are close to Best Western Stoke On Trent City Centre Hotel?
Nearby attractions include Paralysis Escape Rooms (0.2 miles), Escape Stoke (0.2 miles), and XP-VR Virtual Reality Experience, Stoke on Trent (0.1 miles).
What are some of the property amenities at Best Western Stoke On Trent City Centre Hotel?
Some of the more popular amenities offered include an indoor pool, free wifi, and a lounge.
What food & drink options are available at Best Western Stoke On Trent City Centre Hotel?
Guests can enjoy a lounge and breakfast during their stay.
Is parking available at Best Western Stoke On Trent City Centre Hotel?
Yes, paid public parking on-site is available to guests.
What are some restaurants close to Best Western Stoke On Trent City Centre Hotel?
Conveniently located restaurants include The Slamwich Club, Roberto's Pizza House, and The Quarter Cafe.
Are there opportunities to exercise at Best Western Stoke On Trent City Centre Hotel?
Yes, guests have access to an indoor pool, a fitness center, and a sauna during their stay.
Is Best Western Stoke On Trent City Centre Hotel located near the city center?
Yes, it is 0.2 miles away from the center of Hanley.
Does Best Western Stoke On Trent City Centre Hotel offer any business services?
Yes, it conveniently offers meeting rooms, a banquet room, and conference facilities.
Are there any historical sites close to Best Western Stoke On Trent City Centre Hotel?
Many travelers enjoy visiting Ford Green Hall (2.0 miles), Chatterley Whitfield Heritage Centre (3.6 miles), and Stoke-on-Trent Railway Station (1.2 miles).
Is Best Western Stoke On Trent City Centre Hotel accessible?
Yes, it offers wheelchair access and reduced mobility rooms. For specific inquiries, we recommend calling ahead to confirm.