Its an experience
24/10/2018 quentinb673, Newmarket, United Kingdom
Start of with the plus its a ten minute walk to the train station and less to the beach or town center it also has off road parking. The food is very good and the bed was very comfortable .Unfortunat... more
Start of with the plus its a ten minute walk to the train station and less to the beach or town center it also has off road parking. The food is very good and the bed was very comfortable .Unfortunately that is it for the plus side. The minus side,you walk into a a reception area that is very uninviting,everything is brown and very outdated,The lady on reception was friendly enough ,to begin with .
On entering our room that was very big the first thing you notice is the strangest garish decor and how dark the room was even in daylight, there were a couple of simple faults that you wouldn't really expect when first starting your stay,no tea or coffee,a broken dirty cup,no toiletries,to name but a few .These were soon fixed by the hotel manager who was very apologetic and surprised herself to realise that the room had been left for our arrival in this way . At 16;00 the room was getting cold so I checked the radiators to find out that they were not on,again I had to go to the reception where again I spoke to the manager who was working the reception,she explained that the heating is on a timer to come on in the rooms (the reception area where she was working was lovely and warm) at 16;00 and so in around 20 minutes the room would be warm . On the way through the corridors back to my room I noticed that they have the doors wedged open,these are fire doors with keep closed signs on them, as we had two young children this was quite a concern so I closed them only to find the next day that they plus other fire doors were wedged open again . The following morning I had to sit in the reception area from 05;00 am to warm up as our room was freezing I kept going back to our room to see when the heating would come on,this did not happen until after 07;30 am, considering breakfast is served from 07;00 this means that anyone who wishes to rise early for breakfast or to leave for work must get ready in the cold,our visit was 24th October so surely the hotel knew it would be cold,even so I have never known a hotel to set the heating in the rooms by a timer .While in the reception area I noticed many people leaving for work,it is the hotel policy as stated in the booklet in each room to leave your keys at reception every time you leave the hotel,there is no security box for these keys you just leave them on the reception desk and collect them on your return this means that anyone can pick up your key(there is no one working reception until 07;00 am when the Duty Manager started her shift,) that has your room number on and enter your room,there is no safe in the rooms or in the hotel for guests to use so you must take all your valuables with you every time you leave the hotel. When speaking to the manager regarding the problems we had faced she explained that she had only been there 3 weeks and the previous manager had been there 12 years and had given up caring .So maybe in time things will improve. IF you visit this hotel you will find the staff (manager and duty manager )friendly unless you complain or query any faults . The rooms are not the cleanest the fixings are old and at this time of year the rooms are very cold so you will find something to not be happy about . less
Helen-Geere, General Manager at Best Western Brook Hotel, Felixstowe, responded to this review
Thank you for your review, I am sorry that you didn't like the newly refurbished honeymoon suite - especially as you requested this room after seeing it last time that you stayed with us.
I know that you did have tea and coffee facilities in your room, but I remember that you did request more decaf coffee and extra toiletries for your sons.
Due to the nature of the unpredictable British weather, our heating had been on a timer (coming on at 5am before people started to get ready for work), the week that you stayed had unusually warm days and cooler evenings. The heating is now on constant all night.
Our receptionists and duty managers come on duty at 6.30am for breakfast, early check outs and people dropping off keys - however the hotel is manned overnight and if the member of staff isn't on reception then there is a phone available on reception to contact them. Please accept my apologies if the signage at Reception doesn't make this clear.
Once again, thank you for your review.