Worst Hotel I've ever stayed in. Mattress smelt of Urine!
27/08/2019 PerksyA, Swadlincote, United Kingdom
Stayed at this hotel with my fiancee on the 25/08/2019 for the Ed Sheeran concert, we booked it as a cheap alternative to Ipswich so wasn't expecting it to be amazing but I was expecting it to at leas... more
Stayed at this hotel with my fiancee on the 25/08/2019 for the Ed Sheeran concert, we booked it as a cheap alternative to Ipswich so wasn't expecting it to be amazing but I was expecting it to at least be liveable. The room I stayed in 214, was a complete dive as you can see from the images. The carpet was filthy, stains everywhere. Bathroom was filthy around the toilet, the blinds in the bathroom where you'd have a shower was also completely see through which looked across to other rooms. But the best is yet to come, we arrived back after the concert to get into bed. As soon as I lifted the quilt a strong stench of Urine hit me. Someone else who stayed before us had obviously wet the bed without it being cleaned up properly and the mattress was obviously not replaced. I went down to reception to complain and was asked if I could wait until the morning for the problem to be resolved, we were only there for one night. They couldn't put us up in another room due to it being fully booked and they couldn't find us an alternative hotel either. The lady eventually come upstairs with clean bedding and agreed it did smell of urine and apologized but nothing could be done as it was the mattress and there was no spares within the hotel. All we could do was flip the mattress over and put numerous sheets over to try and stop the smell but you could still smell the urine through the sheets. In the end we had to make a makeshift bed on the filthy floor as we had no where else to go. The only good part was in the morning we received a full refund but the fact we were basically forced to sleep on a dirty floor is inexcusable. Don't take my word for it and look at the attached pictures. A big warning to everyone please avoid and don't trust the images you see on their website. less
Helen-Geere, General Manager at Best Western Brook Hotel, Felixstowe, responded to this review
Thank you for your review - I have contacted you directly regarding this and look forward to receiving your reply.