Best Western Brook Hotel Norwich

Visited family for Grandaughters 1st birthday. 2 rooms booked on check in rooms were apart. Receptionist put us closer together. Room excellent very comfortable air con also electric heater. Plenty tea coffee ect. Staff very polite and friendly. Would stay again. less

We stayed at this hotel for a overnight stop on our way to our main Christmas holiday We stayed in the Queen Suite which was very nice but the bed is awful. Avoid like the plaque if you want and need a good nights sleep the mattress is so old and thin and we laid on hard coil springs digging into our backs it was so bad I could not sleep and slept up right on the sofa as best as I could as it’s not big and long enough to use a bed .. the room was freezing with a little electric heater we asked for more bed covers which caused chaos as they said they don’t have extra spare duvets in the hotel and put a half size towel in a empty king size duvet cover ... what good was that going to do ? Food was ok. Well over priced avoid potato wedges could not believe what I was served Our first day of our holiday will now be challenging due to a extremely bad sleep ! Think before you book this hotel and try to avoid the Queen suite if you want to sleep less

Booked for two nights inc breakfast. Arrival went smoothly, no problem, very efficient and polite staff. Room was fine on the first floor, nobody above which I prefer though I couldn't find a lift. Asked at reception if we could get a meal to be told that the restaurant was busy with a party booking of some sort and it would be best to book for 1930 which we did. Went down at 1930 and given choice of table as only six other people in the room. All then went wrong. Other started complaining that they had waited too long and we waited 2 1/4 hours. Meal itself was substandard and one other guest rejected hers. Desert was Ok. At 0200 am loud noises coming from another room, woman screaming at someone and what sounded like furniture crashing around. Enough to rattle the light fittings but not obvious which room. Hoped it would stop so didn't call reception. All quiet at 0430. Heater was noisy too, wheezing and gasping. louder if switched on! Breakfast was good, very nice. No problems second night but didn't risk the restaurant. Seems priority is given to group or wedding booking which is fine if we had been told that it might be a problem giving us the option to dine elsewhere. Relatives have stayed here and experienced similar issues with the restaurant. There's a pub down the road and if you don't mind burger type joint, there's a bowling alley almost next door. Next time it will be Holiday Inn Ex at Asda a mile or so into town on the ring road. less

Homely hotel Staff friendly and helpful. Room included WiFi and wide screen TV. Wedding reception held on the premises which was convenient for guests staying at the hotel. Breakfast was decent and the hotel was relatively close to the main train and coach station. less

Room was cold on arrival. So much so, that we checked to see if window was open. Tried to start the heating, but guessed it would kick in soon, so went to the bar, to give it chance. Didn't work, so called reception. They brought a heater, no questions, immediately. He told us the system was down on the whole wing. Heater was small and barely took the chill off the room. In the morning I registered my complaint again, with reception. They again said they were totally aware of the issue and maintenance was imminent. They knew already. Why weren't heaters already in room? Why weren't you up front and telling us? Why no offer of a drink, or something, in an attempt to give room chance to heat up? Anyway, I had to chase the complaint, as a promise of a call did not materialise. Eventually cust svcs forwarded to Gareth [-], who's reply was, that he checked everything. It was working. We didn't turn it on right, No refund. Unfortunately Gareth. We saw heaters in all rooms. Evening and morning staff both confirmed system was knackered and repair staff called. You may want to check your story, before you blatantly lie. Disgusting behaviour! less