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Reviews of Best Western Stoke on Trent City Centre Hotel

3 out of 5
Best Western Stoke on Trent City Centre Hotel
66 Trinity Street Hanley, Stoke-on-Trent, England

Reviews

7.0

Good

Rating 10 - Excellent. 218 out of 1000 reviews" "
Rating 8 - Good. 352 out of 1000 reviews" "
Rating 6 - Okay. 230 out of 1000 reviews" "
Rating 4 - Poor. 108 out of 1000 reviews" "
Rating 2 - Terrible. 92 out of 1000 reviews" "

7.6/10

Cleanliness

7.8/10

Staff & service

7.0/10

Amenities

6.8/10

Property conditions & facilities

6.4/10

Eco-friendliness

Reviews

6/10 Okay

Mark

Liked: Staff & service
Disliked: Property conditions & facilities
Water torture!
The hotel was ok and in a great location for our visit to Stoke-on-Trent. The room we were given was small, with the double bed up against the wall. When in the room there was the sound of water running and this never stopped, even after telling the reception and was told by them that the maintenance people would sort it out, but no, it kept on running! It was like water torture! So if room 317 is allocated to you, then insist on another room!! The breakfast was good and the staff serving were all very friendly and helpful.
Stayed 2 nights in Nov 2022

8/10 Good

Lauren

Stayed 1 night in Nov 2022
Response from Reception on 19 Nov 2022
Thank you for your feedback.

8/10 Good

Kenneth

Travelled with group
Liked: Staff & service
It was ok
Stayed 1 night in Nov 2022
Response from Reception on 16 Nov 2022
Thank you for your feedback.

10/10 Excellent

Michael

Stayed 1 night in Nov 2022
Response from Reception on 13 Nov 2022
Thank you for your kind review.We look forward to welcoming you back soon.

2/10 Terrible

Verified traveller

Disliked: Staff & service, property conditions & facilities, room comfort
worse experience
First ever experience to stay in Best Western Hotel. No heating for the duration of stay, asked several times, experience cold feet. I was told at one point by one of the receptionists that's why duvet are provided. Had to checked out.
Stayed 1 night in Oct 2022
Response from Reception on 3 Nov 2022
We appreciate your custom and feedback.

6/10 Okay

David

Travelled with family
Liked: Staff & service
Disliked: Property conditions & facilities, room comfort
Great location, way too tired.
Staff were excellent at solving problems... If which there were a few. The hotel is VERY tired and a bit scabby. The room needs a good scrub too, not the cleanest! 😞
Stayed 2 nights in Oct 2022
Response from Reception on 30 Oct 2022
Thank you for your feedback.

8/10 Good

Nikki

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2022
Response from Reception on 30 Oct 2022
Thank you for your feedback.

10/10 Excellent

A

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Ideal location for Regent Theatre goers
We were greated by a friendly recepcionist who was very helpful and polite. The bedroom was clean and spacious with everything needed for a short stay. The buffet style breadfast was plentiful and well cooked. The hotel is very close to the centre of town. Ideal if going to the Regent Theatre as it is only a short 5 minute walk away. Would recommend this hotel if staying in Stoke
Stayed 1 night in Oct 2022
Response from Tom - Reception on 30 Oct 2022
Thank you for your fantastic feedback, we very much appreciate it and hope to welcome you back soon.

2/10 Terrible

Stephen

Travelled with family
Disliked: Cleanliness, amenities, property conditions & facilities
After a 9 hour drive from the North of Scotland we looked forward to a meal and bed, that first night the room was so hot due to the radiator stuck full open due to no thermostat being fitted. We had the windows open which due to the noise off the road exacerbated the lack of sleep. The next morning we went to the swimming pool to try and unwind but then to be charged 6pp to use the pool (and empty hot tub). We spoke to the receptionist regarding the radiator and a supposed maintenance person looked at the radiator which did not get fixed, spoke to the receptionist again regarding this and was told he could not fit a replacement thermostat, FYI this is a 2 second job to screw on a unit. The attitude and inability to resolve this matter meant a second night of no sleep in a furnace of a bedroom. Just what we needed for a 9 hour drive home. Stayed in many Best Western hotels and this by far is the arm pit of them all. Hope they learn some manners and customer services and look after their guests.
Stayed 2 nights in Oct 2022
Response from Reception on 28 Oct 2022
Thank you for your feedback.

6/10 Okay

Graham

Stayed 1 night in Oct 2022
Response from Reception on 3 Nov 2022
Thank you for your review.

6/10 Okay

joseph

Travelled with family
Liked: Staff & service
The property is fine for the price paid. Staff are pleasant and helpful.
Stayed 1 night in Oct 2022
Response from R on 28 Oct 2022
Thank you for your review.

4/10 Poor

Alain

Travelled with family, Travelled with family and small children
Liked: Cleanliness, amenities
Disliked: Staff & service
Old. In desperate need of refurb
Stayed 2 nights in Oct 2022
Response from Reception on 23 Oct 2022
Thank you for your feedback.

8/10 Good

FREDERIC

Liked: Cleanliness, staff & service, property conditions & facilities
This is a tired building, but in the process of being refurbished, which meant fresh paint smells.The room was very clean, even though with a bland boring decor. A newly refitted bathroom helped improve the impression. All staff were friendly and welcoming. A disappointment was that at 21h00 the restaurant was already closed. Breakfast was fine. The area around the hotel is kept clean (the outside still needs refurbishing) but suffers from the fact that this corner of Stoke on Trent is dull and boring
Stayed 1 night in Oct 2022
Response from Neill on 22 Oct 2022
Thank you for your review, we serve food from 5pm until 9pm each day, I am sorry that this was not late enough for you.

10/10 Excellent

Nigel

Stayed 2 nights in Oct 2022
Response from Neill on 22 Oct 2022
Thank you for your perfect score review

6/10 Okay

Laura

Travelled with family
Liked: Cleanliness, room comfort
Disliked: Staff & service
Pretty basic, a bit disappointing
Hotel was clean, fairly comfortable etc but a bit dated and basic, could do with tlc. We were disappointed to find that the leisure centre was closed for a few weeks (planned), which had we known, would have booked elsewhere for our fairly last minute booking, as was primarily for the kids to relax after very long drive. Also facilities basic, we had a family room but when I phoned down to reception (on my mobile because room phone broken) to ask if there were any hot chocolate sachets for the kids, was told, no, only tea and coffee. Just found things pretty sub standard and attitude wise, no real apology offered for inconvenience or offer of help. Little accomodations would have helped make it much better for the kids
Stayed 1 night in Oct 2022
Response from Neill on 22 Oct 2022
Thank you for your review, I am sorry that the lack of sachet hot chocolate and our scheduled leisure club closure caused you and your family to not fully enjoy your stay

4/10 Poor

Melanie

Travelled with family
Disliked: Property conditions & facilities, room comfort
Upgrade needed.
Room was very small. Double bed also felt tiny. The room was boiling hot and it was impossible to turn off heating. We opened the windows but then got all the noise from the street. Shower had 0 power and felt like a trickle although it was warm. My 7 year old daughter commented on it being an “old hotel” because the bath was cracked and the paint flaking. When a 7 year old notices - you need an upgrade. It did the job of a bed for the night but wouldn’t stay for more than a night.
Stayed 1 night in Oct 2022
Response from Reception on 15 Oct 2022
Thank you for your feedback.

8/10 Good

David

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Everything was fine for a couple of night stay
Stayed 2 nights in Oct 2022
Response from Neill on 12 Oct 2022
Thank you for your review

8/10 Good

Stéphane

Stayed 1 night in Oct 2022
Response from Neill on 12 Oct 2022
Thank you for your review

8/10 Good

Daniel

Liked: Cleanliness, staff & service
Disliked: Room comfort
Quick Stop.
The first room we were sent was very small and even smaller bed. We were moved to a much better room. The property is obviously older but maintained moderately well
Stayed 1 night in Oct 2022
Response from Neill on 12 Oct 2022
Thank you for your review

8/10 Good

Catherine

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2022
Response from Neill on 13 Oct 2022
Thank you for your review

8/10 Good

Joanne

Travelled with family
Liked: Room comfort
Theatre stay Stoke on Trent
Its an old hotel. Reviews before we arrived had me thinking the worse. Agsin its an old hotel, we had a room in the newer extension. Room is dated but was fine. Does it need a coat of paint and bathroom updating yes but it isn't as bad as some reviews led us to believe. Didn't eat at the hotel so can't comment on the food. If going to Regent Theatre its a short walk from the hotel. Would i stay again, yes its wasn't brilliant and it wasn't terrible also.
Stayed 2 nights in Sep 2022
Response from Neill on 12 Oct 2022
Thank you for your review

8/10 Good

Carlo

Stayed 1 night in Sep 2022
Response from Neill on 12 Oct 2022
Thank you for your review

8/10 Good

Jackie

Stayed 1 night in Sep 2022
Response from Neill on 12 Oct 2022
Thank you for your review

8/10 Good

Scott

Travelled with family
Liked: Cleanliness, staff & service, room comfort
Stayed 2 nights in Sep 2022
Response from Neill on 12 Oct 2022
Thank you for your review

8/10 Good

Craig

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good, comfy hotel
Stayed here many times now. Good, comfy rooms bathrooms could do with updating. The parking should be free seeing as it's next to the hotel. The swimming pool is really good and the breakfast was very very good.
Stayed 1 night in Sep 2022
Response from Neill on 12 Oct 2022
Thank you for your review

6/10 Okay

Berry

Travelled with family
Liked: Cleanliness
Disliked: Staff & service
We arrived early, the receptionist tried to let us pay 10 pounds for each hour we wanted to check in before three pm
Stayed 1 night in Sep 2022
Response from T W on 18 Sept 2022
Thank you for you review. We do list out check-in time as 3pm, we do charge for early check-in 10 per hour, as listed on all our platforms.

2/10 Terrible

Ronnie

Stayed 1 night in Sep 2022
Response from s on 17 Sept 2022
we are sorry to hear that

8/10 Good

Paul

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2022
Response from s on 17 Sept 2022
Thank you for your rating.

10/10 Excellent

Jess

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice place
Room comfortable, friendly staff, excellent breakfast
Stayed 1 night in Sep 2022
Response from s on 17 Sept 2022
thank you for your comment

10/10 Excellent

Zoe

Stayed 1 night in Sep 2022
Response from s on 17 Sept 2022
thank you

2/10 Terrible

Verified traveller

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Awful..had high expectations but very disappointed
Dirty,unhygienic..unpleasant experience Blood / poo in the bed, pillows and on sheets .. they hadn’t been changed obviously. Dirty floor , not hoovered or mopped in bathroom, towels were stained brown with body fluids also, mould in around bathroom, very outdated, dust everywhere .. complained to manager and had to sit in hotel lobby for 1 hour whilst they found another room, not a good experience and definitely would not recommend, I had very high expectations but the service and cleanliness of this hotel was appalling, for £90 i expected a lot more .. would not recommend to anybody !!!
Stayed 1 night in Sep 2022
Response from Tom on 13 Oct 2022
Please accept our sincere apology for failing to exceed your expectations during your stay

6/10 Okay

Asif

Travelled with family
Liked: Cleanliness, property conditions & facilities
Ok hotel, but check the facilities are operational
We chose this hotel because we had stayed before and were pleased with the experience. Many of the plus points were the same, location, service, convenience, value for money, cleanliness. The only two things which were below par were the mattresses were two soft, so you were left wondering if you would roll off! Also, we booked for the pool and leisure facilities. On arrival, we were told the pool was out of order, and it would be some time before it was fixed. We didnt get the use of the pool once. As that was a major reason for booking, it left a bit of a dampener on a generally otherwise good experience.
Stayed 2 nights in Aug 2022
Response from TW on 13 Oct 2022
Thank you for your review, Unfortunately our pool has been out of action for some essential repairs to the filteration equipment

4/10 Poor

Verified traveller

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Hotel was slow waited at reception for an hour before going to our room.room was dirty bed sheet not Clean duvet sheet had molds on the hotel smelt and we saw rats now and there.not very good hotel won’t be returning and don’t advise to go here
Stayed 2 nights in Aug 2022
Response from TW on 13 Oct 2022
Thank you for your review

2/10 Terrible

Laura

Disliked: Staff & service
Stayed 1 night in Aug 2022
Response from Neill on 13 Oct 2022
Thank you for your review, such a shame you failed to give us any information to assist us with improvements

4/10 Poor

Muhammad Imran

Travelled with family
Disliked: Cleanliness, property conditions & facilities
Issue with Leisure centre, breakfast, and general service!
Stayed 2 nights in Aug 2022

4/10 Poor

Natalie

Stayed 2 nights in Aug 2022
Response from Neill on 12 Oct 2022
Thank you for your review

2/10 Terrible

Edward

Travelled with family
Liked: Staff & service
Disliked: Property conditions & facilities
Lovely staff - rooms not so nice
Bathroom
Mould on ceiling
Rusty shower rail
Stayed 2 nights in Aug 2022
Response from Neill on 12 Oct 2022
Thank you for your review

6/10 Okay

Verified traveller

1 night stay. Basic, but clean enough. Bit noisy due to location
Stayed 1 night in Aug 2022
Response from Neill on 12 Oct 2022
Thank you for your review

6/10 Okay

Andrew

Travelled with family
Stayed 1 night in Aug 2022
Response from Neill on 13 Oct 2022
Thank you for your review

4/10 Poor

Jamie

Business traveller
Liked: Staff & service
Disliked: Property conditions & facilities, room comfort
No Pool!
The only reason I booked this is because I wanted to use the pool. On arrival I found out it was closed. Should really tell people this before they book
Stayed 1 night in Aug 2022
Response from Neill on 12 Oct 2022
Thank you for your review, I am sorry that our pool was closed for essential maintenance and repairs to the plant equipment

8/10 Good

Graeme

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Comfortable Motel
Central location to allow easy access to town centre
Stayed 1 night in Aug 2022
Response from Neill on 12 Oct 2022
Thank you for your review

10/10 Excellent

Paul

Stayed 1 night in Aug 2022

8/10 Good

Mark

Stayed 3 nights in Aug 2022
Response from Neill on 12 Oct 2022
Thank you for your review

4/10 Poor

Joanna

Disliked: Staff & service, amenities
Stayed 5 nights in Aug 2022

8/10 Good

Verified traveller

Travelled with family
Liked: Staff & service, property conditions & facilities, room comfort
VERY concerning locality, but pleasant interior
Once you walked through the doors of the hotel it was very pleasant inside & the staff were polite, helpful & courteous. However the car park & surrounding area were extremely concerning with clear street walkers plying their trade. Paying £12+ for a car park where I was concerned the car would be stolen or damaged. If you could pick the hotel up & place in a nicer area there would be no concerns.
Stayed 1 night in Aug 2022
Response from Neill on 12 Oct 2022
Thank you for your review, Our car park is charged at 7.50 for 24hours when booking with reception which we feel is competitive

8/10 Good

Karl

Stayed 1 night in Aug 2022

2/10 Terrible

Tim

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Won’t be returning.
Very, very disappointing stay, told that fans would be provided (due to the hot weather) despite numerous requests and despite the same replies, it didn’t happen. Very noisy outside at night, couldn’t close the windows because of the heat, mattress on the bed had seen better days, thought parking and the use of the pool came part of the package, it didn’t. Noisy in the hotel, squeaky floors and doors. Won’t be staying in a Best Western again.
Stayed 3 nights in Aug 2022
Response from Tom on 12 Oct 2022
Thank you for your review, I am sorry that you were disturbed by external city centre noise.Our Car parking charges are listed on all OTA sites and our leisure facilities are listed as chargeable services , I am sorry if you failed to see this when making your booking.

10/10 Excellent

Dariusz

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jul 2022
Response from Neill on 13 Oct 2022
Thank you for your perfect score review

8/10 Good

Kimmy

Travelled with family
Liked: Cleanliness, property conditions & facilities
No air con but the fan in the room was not working. We asked for exchanged at night but didn’t happen. Reception gave another one to us on the next day when we reported again.
Stayed 2 nights in Aug 2022
Response from Tom on 13 Oct 2022
Thank you for your review, Unfortunately as a mid market three star hotel we do not have air conditioning as in the UK this is classed as a four star standard

8/10 Good

Oluwole

Business traveller
Liked: Cleanliness, staff & service
Honest review
Hitel was clean and presentable, a bit on the dated side but decent, rooms are good size and clean , the only negative is the hotel retains so much heat and no fans or aircon, so pack a fan if you intend staying there
Stayed 2 nights in Aug 2022
Response from Neill on 13 Oct 2022
Thank you for your review