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Reviews of The Queen at Chester Hotel, BW Premier Collection

4 out of 5
The Queen at Chester Hotel, BW Premier Collection
City Rd, Chester, England

Reviews

8.4

Very good

Rating 10 - Excellent. 490 out of 1000 reviews" "
Rating 8 - Good. 302 out of 1000 reviews" "
Rating 6 - Okay. 113 out of 1000 reviews" "
Rating 4 - Poor. 55 out of 1000 reviews" "
Rating 2 - Terrible. 40 out of 1000 reviews" "

8.6/10

Cleanliness

8.8/10

Staff & service

8.0/10

Amenities

8.0/10

Property conditions & facilities

8.0/10

Eco-friendliness

Reviews

10/10 Excellent

Suzanne

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great hotel, being renovated currently but was still very clean,great rooms and helpful friendly staff
Stayed 1 night in Apr 2024

10/10 Excellent

Georgia

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This place was amazing. The bedroom was of such high quality and the whole hotel is covered in fantastic artefacts. The room had many facilities and the bathroom was stunning. It’s right next to the train station, only downside is you do have to pay £12 a day for parking.
Stayed 2 nights in Apr 2024

10/10 Excellent

Sue

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
As always, the staff, in all areas of the hotel, were very welcoming, friendly and helpful. The food, in both the restaurant and the bar, was prepared to a high standard. There was a wide menu available. The room was clean and well looked after.
Stayed 3 nights in Apr 2024

6/10 Okay

Lisa

Travelled with family
Disliked: Staff & service
Room was not cleaned and checked every day. We had no water for two days and complained at the front desk it was. At twelve midnight a knock on the door with a bottle water. That is bad house keeping . The phone to reception was never answered. The staff did not know what their duties were and obviously had not been trained properly. Very disappointed with the standard of the staff
Stayed 4 nights in Apr 2024

10/10 Excellent

Sharon

Liked: Cleanliness, staff & service, property conditions & facilities
Helpful staff and great location.
Stayed 1 night in Apr 2024

6/10 Okay

Billy

Travelled with family and small children
Liked: Staff & service
Disliked: Property conditions & facilities
The Property is undergoing major renovations currently and it feels like the rest of the hotel is very tired and that everyone has kind of given up at the moment. The staff were very friendly and doing their best in difficult circumstances. One of the lifts broke when were there, the restaurant looked very depressing and the room hadn't been cleaned properly.
Stayed 2 nights in Mar 2024

10/10 Excellent

Nigel

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024

10/10 Excellent

Elaine, London

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The Staff were very helpful and the hotel was near the town and station
Stayed 2 nights in Sep 2023

10/10 Excellent

Katriona

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Lovely hotel that provided great service and welcoming staff. Breakfast was amazing, you felt very safe and well looked after. With the hotel being just outside the station and a short walk from the town, it made my stay easier and more enjoyable. I would happily stay again.
Stayed 3 nights in Mar 2024

8/10 Good

Liz

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property is undergoing refurbishment work but this didn't affect my stay. The staff were extremely helpful and friendly. Breakfast was of a good standard - crisps, chocolate and water in the room was a nice touch!
Stayed 2 nights in Mar 2024

10/10 Excellent

Emma

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Mar 2024

10/10 Excellent

Rob

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great value
Stayed 1 night in Mar 2024

6/10 Okay

Andrea

Travelled with group
Disliked: Amenities, property conditions & facilities
We booked The Queen’s for its traditional features, however that part of the hotel was being renovated, which we were only informed about during online check in! When we arrived and even though I had completed the booking form online, checking in was very slow. There was no information in the rooms, the TV was not set up and took ages to work. We then discovered there was only one restaurant open, where we would eat breakfast as well! And this is where the only “bar” was located. To top this all off I was charged twice for both rooms because of a new computer system, still waiting for my money to be returned. Only good point was they were very good with gluten free options and service, as I am Coeliac.
Stayed 2 nights in Mar 2024

10/10 Excellent

Andrew

Liked: Cleanliness, staff & service
Was undoing a renovation room was upgraded but seemed smaller had to go all the way around the hotel to find entry through the car park no notification from EXPIDA OR HOTEL as a disabled person was awarded and very poor service and communication

4/10 Poor

Paul

Travelled with family, Travelled with partner, Travelled with group
Liked: Cleanliness
Disliked: Staff & service, property conditions & facilities
Front staff male with glasses is very rude. On Saturday late evening there was another gentleman with a beard behind the desk and he was very polite. Breakfast staff very polite and efficient, breakfast was good. Hotel was being part refurbished which we were not told about. Took ages to check in, even though 2 people behind desk, only the young female was checking people in. The rude man wasn’t doing much. There was a line of people outside door waiting to check in. Not very professional!
Stayed 1 night in Mar 2024

8/10 Good

David

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024

10/10 Excellent

David

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This is the third time I’ve stayed at this hotel and it won’t be the last the staff are really friendly and the breakfast is excellent definitely will be coming back again soon
Stayed 2 nights in Mar 2024

8/10 Good

Sally

Stayed 2 nights in Feb 2024

2/10 Terrible

David

Stayed 2 nights in Feb 2024

8/10 Good

Geoff

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Lounge room was perfect for relaxing. Car parking slightly ott but i suppose to be expected considering its position.
Stayed 1 night in Feb 2024

6/10 Okay

Richard

Business traveller
Liked: Cleanliness, staff & service
It would have been better to mention in advance about the ongoing works at the property. Fire alarm at night was a minor concern
Stayed 1 night in Feb 2024

10/10 Excellent

Bethan

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent stay as always here.
Stayed 1 night in Jan 2024

2/10 Terrible

Beth Johnson

Disliked: Cleanliness, property conditions & facilities, room comfort
Don’t book - dirty, disgusting and so creepy
So horrific we were only checked in for 2 hours before we decided to leave. This place is absolutely filthy, run down, and nothing works (including some of the lifts). When I say the restaurant was disgusting, I mean I’d rather sit outside on a cold wall and eat some of the stuff you see on I’m A Celeb than consume the food in the restaurant here. It was clearly all processed, microwaved, and to hazard a guess it’s probably been reheated 12 times and left out on the side for flies to get at it before being served to us. The seats looked like they were riddled with STDs, with damp patches and odd marks all over. We didn't complain as such, we just politely excused ourselves from the situation and informed the staff that we didn’t want to stay there and wanted to check out, nobody even questioned us or asked if there was anything they could do to make us stay (not that there would have been, I wouldn’t let a farm animal stay in there). Literally the best thing about this place is when you turn around and walk straight back out the door! Don’t waste your money, you’ll be sorely disappointed and likely unwell if you spend any proper amount of time in this vile place. It felt like I was in a take of the film The Hills Have Eyes it was so bad. Gave me and my boyfriend the creeps for sure.
Dusty
Seat in the restaurant (they were all like this)
Lifts look like they hadn’t been cleaned in the entire time the building had been there
Even the sanitizer needs help to stay clean!
Stayed 2 nights in Dec 2023

8/10 Good

Jonathan

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great value hotel
This is a large hotel in an excellent location for the train station. It is 0.5 miles from the city centre. It has parking, but for a fee (£12 per night). Our room was on the 3rd floor and was large, clean and comfortable. We used the stairs but the lift is very small, so may be a problem for less mobile guests. The breakfast was very good, although we were surprised to see dogs allowed in the restaurant area. The hotel displays a lot of history, which was interesting to see and read about. There are some parts in need of a little TLC, but overall the hotel was very good value for money.
Stayed 3 nights in Jan 2024

6/10 Okay

Meryl

Stayed 1 night in Jan 2024

8/10 Good

Linda

Liked: Cleanliness, staff & service, room comfort
Stayed 1 night in Jan 2024

10/10 Excellent

David

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This is the second time that I have stayed in this hotel and absolutely love staying there the staff are amazing and will be be coming back again
Stayed 1 night in Dec 2023

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Dec 2023

6/10 Okay

Tim

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
December 2023
Fun lobby, good breakfast, you pay for what you get room-wise. Tired furnishings in the room, bathroom in need of upgrade.
Stayed 2 nights in Dec 2023

10/10 Excellent

Gareth

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great hotel, friendly staff
Stayed 1 night in Dec 2023

6/10 Okay

Ian

Travelled with partner
Liked: Amenities
Pleasant stay - dined in Kings Grill - mixed grill was very disappointing, and very slow service - no complaints with breakfast was great with great choice
Stayed 1 night in Dec 2023

8/10 Good

Phil

Liked: Amenities
Stayed 1 night in Dec 2023

10/10 Excellent

Jamie

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023

8/10 Good

Sarah

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Christmas 23
I stayed for one night Boxing Night last minute as no trains home after a hotel stay elsewhere. It was a nice hotel but not for me generally. The room was lovely and couldn’t fault, but outside of that I felt like I was in a nursing home and I am in my 50’s. The room was in an annex 7 floors up with a broken lift, so not easily accessible. The breakfast was poor, lukewarm, mass produced, canteen style. Unfortunately wouldn’t stay again. On a positive great character hotel, dated but the room I had was modern, amazing bathroom and comfortable.
Stayed 1 night in Dec 2023

10/10 Excellent

Leslie

Liked: Cleanliness, staff & service, property conditions & facilities
It was very convenient for town shops and restaurants inns and amenaties
Stayed 2 nights in Dec 2023

10/10 Excellent

Paul

Stayed 1 night in Dec 2023

4/10 Poor

Verified traveller

Really poor. When I pay for a hotel stay, I should not expect to feel as if I'm sleeping above a nightclub. The hotel clearly decided to capitalise on lucrative Christmas parties, while charging hotel guests full price for a worse quality of stay. Hotel rammed full of party guests and loud music ongoing until midnight. We really shouldn't be paying full price when the hotel decides to deprioritise being a hotel in order to sell nightclub tickets...
Stayed 1 night in Dec 2023

10/10 Excellent

Michael

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I always have a wonderful stay here Comfortable bed delightful room

10/10 Excellent

James

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Dec 2023

8/10 Good

Mark

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Exceptional customer service
I had an interesting experience as I was entering the car park, as someone had deliberately emptied the bottle bin across the entrance as well as two very large bin sacks. As I was attempting to move them, the chef and one of his staff came out of the kitchen and explained to me that a passer by, clearly drunk, had threatened a team member and when challenged, had subsequently caused the damage. The chef, 'Speedy' was very apologetic and ensured that I was compensated for my troubles with several delicious extras in my meal that night. It was exceptional service and he went the extra mile even though he had not caused the trouble I was faced with. Speedy's actions made the stay very memorable for all the right reasons. When I went to my room it was so hot that there was no way I was going to be able to sleep, so the reception staff moved me to a cooler and more suitable room - again very good service.
Stayed 2 nights in Dec 2023

8/10 Good

Cathrine

Liked: Cleanliness, staff & service, room comfort
Good value
Liked the option of housekeeping or a drinks voucher, great idea for a 2 night stay Room clean but decor very dated and a bit shabby. Very friendly welcome, free map and orientation.
Stayed 2 nights in Dec 2023

6/10 Okay

Elaine

Travelled with partner
Liked: Cleanliness
Disliked: Staff & service, amenities
Not bad for one night, however would pick somewhere better next time..
Stayed 1 night in Dec 2023

10/10 Excellent

Hui Yann

Stayed 2 nights in Dec 2023

6/10 Okay

Verified traveller

Liked: Cleanliness, room comfort
Stayed 1 night in Nov 2023

6/10 Okay

Alan

Disliked: Cleanliness, property conditions & facilities
What a shame
The last time I stayed at this hotel for a family get together, christmas shopping and catch up was 2022, I told myself then never again. The Hotels.com landing page for the hotel lurred me back, showed a bright airy well presented room. Instead we got the same dark dingy room as we had in 2022, Im know thinking this cant go without a mention especially when a tuesday amd wednesday 2 night stay for 2 rooms costs in excess of £339.00 without hotel drinks etc. do the sums on a year. The following items were a disgrace, broken toilet seat - broken bathroom floor tiles - paint coming off the skirting boards - shower head dirty and moldy - no fitted sheet or mattress protector so sheet kept coming loose and we were on the mattress itself - door handles where people push the doors open were dirty, check out above the dirty push brss plate to the revolving door, its black wirh filth! think the cleaning aspect of the place is hoover and dust only, its an absolute shame as it is a beautiful property. Think 2024 we will try other options in Chester.
Stayed 2 nights in Dec 2023

10/10 Excellent

Richard

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Oct 2023

6/10 Okay

Kuldeep

Travelled with family
Alot of character
Parking cost additional, good location, looking tired in places but good value for charge
Stayed 1 night in Dec 2023

10/10 Excellent

Lesley

Stayed 2 nights in Dec 2023

10/10 Excellent

Julia

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Beautiful old hotel
Bery welcoming staff, lovely comfortable room, everything you need for a stay. Bar staff made our night very freindly and good fun, they were amazing Staff in restaurant were very helpful lovely breakfast lots of choice.
Stayed 1 night in Dec 2023

8/10 Good

Verified traveller

Liked: Cleanliness, property conditions & facilities, room comfort
Busy hotel. Very convenient for station but town centre walkable too. Noisy parties both nights we stayed but may be quieter when it’s not Xmas season.
Stayed 2 nights in Dec 2023