Best Western Hotels GB Avis 

Booked a hotel in August 2022 for June 2023, prepaid non cancellable rate. 8 weeks out they suddenly tell us the booking is cancelled (seems they can cancel, but not us!). No proper explanation and dismissive email. Now ignoring us. A replacement hotel is costing us almost DOUBLE… BW take NO RESPONSIBILITY for anything. They are simply an agent for the hotel so if things go wrong you have no recourse. Now I know this, I would never ever book another BW hotel. Book direct with the hotel if you want protection!

This hotel was worse than faulty towers room we were in had no heater light out in bathroom no tv remote control the staff on that night was clueless he was lucked if he was 18 and when you went with issues he was never their as always at the door smoking a reported this in the morning and manager not interested and as for breakfast it was a joke no food no toast no orange juice and it was never stocked up

Booked a 2 night stay through Booking.com....very easy process

The staff were so lovely! apologies, I can't remember anyone's names...the chap who booked us in was so helpful....and the lady at reception on the 2nd night knew all about the building before it was a hotel.

Location is amazing....perfect for a walk along the canal (unfortunately to a pub which turned out to be closed! lol) just far enough away from the town centre for some peace and quiet, but close enough that its only a short drive away

First night we staying the bar for a lovely fish & chips...complete with open fire and a Gin afterwards

Room was lovely and quiet - we were on the 3rd floor
Given that it is an old building, it was the lift to the 2nd floor then a short walk up the stairs

Breakfast was also amazing....glad we booked that with our main booking...had the buffet breakfast on both mornings

Would definitely stay there again, not overly busy in Feb which was also nice

I've had the same experience as other reviewers. Terrible customer service. Cancelling my room to take advantage of higher rates as it's the Kings Coronation weekend.

Several months ago I made a booking for 2 nights on the 5th May this year. Suddenly this week I received an email asking to update my payment details. At 02:32am, I was given 6 hours to update my details (no idea why, they had not changed), or they would cancel my booking. Despite this short notice, I updated by card details within 6 hours (08:06) the same day. A few hours later I received an email saying my booking was cancelled.

I am not receiving any email responses from this Greater London Hotel. I have spoken to them several times on the phone, but they will not discuss the details of the cancellation, and say I must communicate via email. I have asked to speak to a manager, but there is "not one available". They are not responding to my emails

Firstly, the email confirming my stay (from Best western) says the pre authorisation is not required until the day of arrival. Secondly, my correct card details were passed within within 6 hours of being requested. I have contacted my bank, and no attempt has been made on this card.

Never heard of such shocking customer service. Wish I'd have booked a Premier Inn as I usually do. Avoid at all costs!

This issue was at the Greater London branch. I contacted general customer services on twitter, but they advised it's a franchise, so they could not do anything about it.

Stayed at Cresta Court on 26/01/23 was informed I’d have to authorise a £25 card payment whilst checking in that would be returned to my bank account within 48 if no services used.6 weeks later it has still not been refunded despite numerous phone calls to establishment. Replies have included’we are too busy to help you now’ ‘I will sort this and call you back in 2 hrs’ ‘our accounts DEPARTMENT is closed (10am on a Tuesday morning) ‘ ‘we don’t hold this money it’s in the cloud u must contact your bank account to retrieve this’ . Absolute disgrace I have contacted Financial Service Authorities about the wide scale fraud you are committing

Not happy.
I stayed in this Best Western Walworth Castle Hotel, Darlington on 07th February 2023. I booked a suite only to find it had no shower. I was told I could walk to another room and have a shower if it was a problem.
The morning came and I went to run a bath only to be confronted with yellow sewage water coming out of the bath taps and also the wash basin sinks.
Today I have discovered I left my ear phones in the hotel. I called and they where located by Mary on reception who advised me it would be £20 to put them in a Jiffy bag, stick a stamp on it and get some one to post it.
When I complained about the price and my previous experience of dirty sewage water I was told very rudely by Mary that I wasn’t charged for the room so I’ll have to pay the £20 postage fee.
Mary obviously feels bathing in sewage water is acceptable for £170.00.
I asked to speak to a manager Unsal who refused to entertain my call because apparently it is busy on a Sunday and he is rushed off his feet.
Tomorrow morning I will be contacting best western directly regarding my treatment with them, also the local council due to raw sewage in bathing and drinking water and also a compensation solicitor to handle my case about being subjected to Intestinal, lung infections, fever, cramps and vomiting

Grims Dyke Hotel, Harrow

We had a lovely stay here. We have stayed here about 9-10 times.

Yesterday we asked what time breakfast was until and were told 10.30am. We went today to have breakfast at about 10.05am and the waitress said breakfast was stopped at 10am. She said she would check with the chef who kindly agreed to make us breakfast. We said we didn’t want to delay them by getting them to make us breakfast as this wouldn’t be fair on them. The waitress couldn’t have been nicer and said she would let reception know this and get a refund issued.

We then went to reception and Anne-Marie, the general manager was on reception. The waitress advised her that we didn’t want to disrupt the kitchen staff. Anne-Marie, without even lifting her head to say hello said there was no way we would be getting a refund as we were refusing to have breakfast and that we were being ‘unreasonable’!

At this point I left the building as I couldn’t listen to her. She was very unprofessional, rude and submissively aggressive. This all goes back to a previous visit when the hotel had a private wedding party booked and gave our garden lodge to other guests and told us our room was closed due to issues in the room which was a lie as confirmed by another member of staff.

My partner was upset and frustrated by Anne-Marie.

Appalling attitude. This does not say a lot for the Best Western brand if Anne-Marie is supposed to be a manager!

She basically accused us of being liars and that she was always sorting out our ‘issues’. We are not the complaining type but on our previous stay she created the ‘issues’ by moving us to a downgraded room without any notification!

I would rather stay at Fawlty Towers now rather than have to be subjected to the appalling behavior and attitude of Anne-Marie.

May I just say that rest of the hotel staff have been nothing but great to us. This does not reflect on them in anyway. Mistakes happen and we understand this but the treatment from Anne-Marie is shocking.

The packed lunch is just crap. £10 extra paid for breakfast....but too late so had the packed lunch. 3 quid if your lucky. Get the room without breakfast if you need to start work earlier. They are taking the mickey.

I think one of the main reasons BW Hotel Group is receiving such poor reviews is the fact that they do not actual manager the individual hotels that are receiving very poor scores on here. The hotels are in fact managed individually but operate under the umbrella branding of BW Hotel Group. However, if you put your name on something, you must own it!!!
Starting with the upgrade, I paid for an Executive room. But, what I got was probably the worst grottiest room I have ever stayed in. From the upgrade list on your website, I didn't experience one single thing on the list.
The man on reception ( Michael ) was miserable, just what I didn't need after my 150 mile journey!! The room 148, was a complete and utter disgrace, dirty areas inside and outside the shower, bedside lamps that didn't work, other Table lamp with no bulb, furniture and curtains that are probably older than me!!!
Filth, muck and grime, around the lift area, missing floor numbers on the lift control panel, looks like it hasn't been repaired since the lift was first installed in 1973. Even the air conditioning machine and heating system were like 1980's antiques…
I have stayed in over 300 hotels worldwide, both basic and luxury, this one has to be the worst I have ever come across.

Don't go to best western pontypool unless you are prepared to pay a £100 fine for parking in their free parking area
I've been using this hotel for over 15 years and suddenly without telling me they have changed their rules on parking
After 15 years without a problem you just drive into the car park check in then check out when you go don't search around to let you know anything different you don't search around for little signs of new rules for parking it should always be the responsibility of the hotel staff to let you know of any new rules in parking regulations
I stayed at best western pontypool for 3 nights and got a £100fine well I won't be paying it and I won't be using your hotels ever again
Ps and the manager is an ignorant knob
Shaun p Jones Mansfield

17, 18 en 19 December met mijn vriendin naar Londen geweest via Flywise. Via Schiphol naar Standsted gevlogen met Easyjet, vlucht was vertraagd, maar niet de schuld van flywise. Eenmaal aangekomen bij ons hotel in Ilford, worden we doorgestuurd naar een hotel om de hoek vanwege technische storing o.i.d. in het oorspronkelijke hotel. Alle informatie voor de reservering afgerond en de borg betaald in het hotel waar we eigenlijk zouden verblijven (modern uitziend hotel, knusse uitstraling). Eenmaal aangekomen bij het hotel waar we naar omgeboekt werden, komen we in een aftands gebouw aan met een zeer ouderwetse en achterstallige uitstraling. Aardig personeel die ons goed geholpen heeft, maar het hotel zelf was erg slecht. Een aantal voorbeelden: In de lobby van het hotel werd door een organisatie voedsel uitgedeeld aan zwervers, wat een mooi initiatief is, maar niet het volk aantrekt die je bij een hotel met betalende gasten wilt hebben naar mijn mening. Aangekomen in onze hotel kamer, was dit een schrik om te zien in welke staat de kamer was. Oud tapijt met vlekken erin, bad met putten en vieze vlekken. Verder was het hotel en de kamer erg gehorig en zijn we midden in de nacht meermaals wakker geworden door luidruchtig personeel en mede gasten. Ontbijt was oke, maar werd wel geserveerd in een achterstallige en kleine ruimte. Wij zijn nu 2,5 weken terug en onze borg is verdwenen. Na meerdere malen bellen met het hotel komen zij tot de conclusie dat het geld alweer op onze rekening is bijgeschreven, terwijl wij er zeker van zijn dit niet het geval is. Vandaar onze negatieve reactie. Ik zou niet nog eens een trip met flywise boeken en zeker niet nog een keer terug gaan naar het hotel waar wij verbleven hebben. ( Best Western Hotel Ilford)

Terrible Pre Christmas Sunday Lunch at Beachcroft Hotel Bognor Regis! Their Christmas 2022 brochure described the hotel as warm and welcoming with a glass of mulled wine on arrival. There was no evidence of either. Table was covered in yellow and white breakfast style tablecloth, with nothing special to indicate the festive season. I even had to ask for some crackers to "brighten" things up. The food was terrible - previous day's left overs? And no atmosphere, as, apart from a couple who popped in for a bowl of soup, we were the only ones dining.
Certainly a place to be avoided !!

Windmill Village Resort Coventry, my family of 5 adults and 2 children attended this amazing hotel, and the Christmas Children's Party was absolutely perfect, could not have asked for a wonderful afternoon to which we attend on Sunday 18th December 2022, all staff and Father Christmas together with the entertainment by Vibes (Mark) where 100% customer focused really exceeded all our expectations. Lastly I booked with Holly in Reservations and she made the whole process second to none and is a asset and credit to your company. We will certainly be attended next Christmas 2023 and note a very reasonable price for what we had, highly recommend!!!

VISITED THE Holmwood Hotel at cowes i o w for a group booked xmas lunch,We unavoidably arrived late during finishing of main course.. because we were not on time and having pre booked and paid we were denied any food. The whole experience was as confirmed by the manager run under strict time constraints ie if late you go without food. As was remarked by a colleague "more like a reformatory time constrained meal" . Not a good place for service

Booked a twin room for two adults (friends) and was given a double room. Adamant attitude by the hotel and disgusting
I had booked two twin rooms for 5th Nov for one night stay. However when we reached there was only a double bed available. We were two adults and insisted on having twin beds. As we reached around mid-night there was no other option available to search for an alternate hotel as well.
The hotel insisted that there are no other room available and we can cancel if required fully knowing that at midnight we cant go shopping for hotel

Just been in the Royal Chase. Although undergoing some works, I was given a private lounge area, and great service. Sure. Could use a little updating. But they are working on it and service was good. I will return.

I was gifted 2 months membership to the leisure club in my local hotel just before Covid hit. I wasn't able to use them immediately because of lockdown so saved them til things eased. Unfortunately my husband then became ill, then I got Covid and then he got Covid. When we were both recovered I asked if the vouchers would be honoured and was told they would be. Before I could use them another family member contacted Covid so they were still unused. On recovery I phoned to ask if I could still use them and was told someone would call me back=they never did. I phoned them two more times and was promised a call back that never happened. Sadly my husband then passed away. Trying to get myself back on track I visited the hotel to ask them to honour the vouchers and this was refused. My son in law then contacted Best Western and was again refused. I realise it has been a long time but really what would be lost by honouring the original purchase. Very disappointing service!

Best Western Lancashire Manor Hotel. Me and the wife had a lovely time, we stayed for four nights and enjoyed the room lovely and warm. Food was wonderful breakfast and evening meal, every meal we couldn't fault it. We missed going for a walk after food due to your location but we enjoyed. Went into Liverpool and surrounding areas and came back here every night, lovely staff that are very thoughtful thank you.

I have not had the opportunity to experience this hotel chain, thanks to the BW Ariel Hotel,London Heathrow, cancelling my room booked to stay on Christmas Eve before flying out to my American family on Christmas morning. I received two emails a few hours ago, both from Booking.com, telling me my reservation had been successfully cancelled as "the hotel was no longer able to welcome me!" I booked the room 5 weeks ago in plenty of time to book a suitable hotel with a shuttle bus to terminal 3.
No apology/explanation whatsoever from Best Western Hotels, which is a disgrace. I can do without this hassle at age 72. I expect that I will have to pay much more now, as rooms will be scarce with Christmas only just over a month away.
On seeing the reviews on here I think that I may have had a lucky escape.
AVOID Best Western Hotels, people! They obviously have no care for their guests/prospective guests at all.