Grossly overpriced poor quality accomodation.
We stayed here on a previous visit to Chester and where impressed, this time however was pretty dire. Arrived at reception to be given a hand altered Bill with an additional £10 for our dog, at no poi... more
We stayed here on a previous visit to Chester and where impressed, this time however was pretty dire. Arrived at reception to be given a hand altered Bill with an additional £10 for our dog, at no point was this fee mentioned at the booking stage. We paid £330 for a two night stay in a superior room (17). If that was superior I dread to think what a standard room would like. Very dated decor, dirty , with black dusty cobwebs, a broken window, damp patch in the corner of the wall, no house keeping service, wifi didn’t work, the smell on the stairs approaching the room was disgusting. With the smallest, cheapest, most ineffectual shower I’ve ever seen and very tired worn bed linen, I can’t stress enough that you should give this place a miss.
Having complained about the poor level of hygiene, two glasses of Prosecco where delivered to the room with some fresh towels. I asked to speak to the manager but was told he (Steven), wasn’t available. I left my email address in the hope he would contact me to apologise, and to offer a suitable level of compensation, a week has now passed with no acknowledgement. Obviously customer care is not a priority at The Town House.
The decline of this hotel is really disappointing, as the staff are polite and try to be helpful, no faults with the breakfast or the staff.
If the owners of this now very poor quality hotel read these reviews, I suggest they very quickly appoint a manager with a semblance of understanding of the hotel trade, who recognises his responsibilities and can cope with them.
Very, very poor, overpriced, lower grade student accommodation, without some form of apology, we would not return and suggest you look for a better hotel in Chester.
Really really bad. less
Team Savvy, Owner at The Townhouse Chester, responded to this review
Oh dear, sorry to hear this - your expectations for a 3 star hotel in a very central city centre location and costs are clearly very different to ours, but that's why we are all entitled to an opinion. Freshly painted during the Covid Close down is dated I suppose? Not sure what enables you or even I to determine that paint is dated, anyway lets address the key issues; frustrating the window sill had a cobweb and certainly will discuss this with the team, as not the norm, especially for us to be 6th place on TripAdvisor, gives me some reassurance this was an error and yes we do note the broken window, but sadly as a grade II listed building not the easiest or cheapest to replace, but on our list and doesn't pose a huge detractor from a guest perspective. Our bathrooms are small, but again this is inline with a 1699 built property and we have maximised bedroom space but definitely take this on board, pressure certainly isn't usually an issue either, so perhaps some better indication on how to use might have been useful. Apologies I wasn't on hand at your demand, working 70 plus hours at the moment due to the pandemic, I might have just missed you, so again apologies - but probably best, as I would have simply said - go and enjoy the city and take some lovely pictures of the scenery instead of moaning about small things that okay isn't perfect, but bigger things in life to worry about.
In closing, good luck continuing on your TA crusade to slag every business off that doesn't reach your standards, but please do reflect on the current national campaign #bekindtohospitality - it may give you some assurance we are all trying our best, and simply degrading businesses doesn't really help them!