My partner and I arranged to stay for 3 nights at the Brook Hotel, but from the moment we arrived we instantly regretted the booking.
The customer service from reception was appalling, not once did they apologise or offer to come and look at the rooms we had issues with.
The first room was freezing cold (no heating), damp, dirty and rubbish was left in the room. The hall was warmer than the room.
The second room was equally as cold and again the heater unit was not functioning, Windows not sealed/closed fully so you could feel the draft from the door/entrance.
The third room was better, but still dirty, dusty and mouldy.
The rooms are nothing like they are pictured on TA, they are dated, 80s style, with mouldy marble effect Formica, mouldy bathroom, mouldy net curtains and small electric heaters to keep rooms "warm", poor lighting and fixtures/fittings.
Breakfast quality/quantity varied on day to day, also did service, some days had 1-2 staff, other day had 3-4, we were told just to pick from the buffet, but I did hear one lady ordered scrambled egg, it would of been nice to have a menu to say, you can order the following.
When checking out, the receptionist didn't ask, "how was your stay" nor provided a receipt for our stay.
I think if the place had a good clean, rooms and dining area was updated and customer service training implemented then we would then recommend. But in the current state, we wouldn't, not even for one night, keep away! less
Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry to hear that you did not enjoy your stay with us. Our restaurant & bar is undergoing complete refurbishment starting today & we have been updating bathrooms within the hotel for the last six months, as you can imagine this is not a quick job when you are updating 81 bedrooms & bathrooms. I hope this has not put you off staying with us again in the near future.