We stayed at this hotel to celebrate the wedding anniversary of friends. From the minute we arrived to minute we left we had nothing but terrible service and this service has been condoned by their head office.
We arrived at 2.10pm and was told the room wasn't ready (check in time 2pm). However, the receptionist allowed us to put our bags in our room. I wish we hadn't bothered as it was as if someone had literally just got out of bed (smell included!)
When we returned back to the hotel later that evening we realised that the door was ajar and our things were in there. We soon realised that there was a problem with the door lock. We reported the problem to the night porter who was unable to rectify it. We were told we would have to sleep the night with the door unlocked as there were no other 'Superior' rooms available. This was a very worrying and uncomfortable experience as we were kept awake until the early hours by others returning from their nights out as our room was 2 doors from the reception area.
When we returned home I sent an email to head office to request at least a partial refund. I was told In no uncertain terms that the best we would get was a 30% reduction on a further stay. I told them that this was unacceptable as this means the hotel would benefit from further business and we would lose more money. The reply was that that was the final offer. Also, i asked why our friends only paid £46 for the exact same room we paid £85 for. BE CAREFUL IF YOU BOOK WITH THIS HOTEL, CHECK PRICES DIRECTLY WITH THEM.
I have given the hotel over a week to refund us some of the amount and they have ignored our request hence this report.
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- Also Known As:
- Dene Hotel Chester