Best Western Brook Hotel Norwich

On booking this hotel the reviews made us feel confident however it wasn’t what we expected. The hotel is dated, it needs an update for example the wall paper was falling off in the room. The room was full of dust and considering one of the guests suffers with asthma we have to clean up as trying to find a member of staff was difficult. One of the main reason for booking this hotel is that it stated air conditioning in rooms. However the air conditioning wasn’t working and when asking they said it’s hit and miss some work some don’t, I think this needs to be stated on booking or at least informed of as its false advertisement. Personally I would not recommend this hotel as it is not up to standards

The hotel is quite run down and fell short of what I expect of BW. The fact that it was cheaper than travel lodge should have told us something. Needs complete renovation and a deep clean. We were only staying the one night so not the end of the world but would avoid again. The breakfast was good. The bar food quite ordinary. Pizza had a base more commonly seen on a frozen pizza. The menu sounded a lot better than it was. All in all must do better or this place won’t survive

On recently staying at this hotel ( which resembles an old peoples home) I accidentally left behind my blouse and my vest top on the back of the bathroom door, I called as soon as I realised and was informed that housekeeping would check and I would be called with an update, no update given after a few days so I called reception and was told that my belongings had been found and could be posted to my home address, I offered to collect as was travelling that way so arrived as planned a week later. On arrival I was Informed that they didn’t know where my belongings had gone and that when the member of staff was back on duty that had my belongings, they would call me and let me know and send me my belongings. No call received and after countless calls to get an answer I feel I have been completely messed about and ignored. I would not advise anyone to stay at this hotel as they clearly have no regard for their guests satisfaction and are evidently incompetent in working together as a team. I have taken to emailing rather than calling the hotel but have been given a rude blunt response stating “ the information sheet you would have been given upon check in it is also stated in the guest letter in the rooms the following: "the hotel is not responsible for any loss or damage to guest possessions." Kind regards “ Disgraceful level of hospitality!! Would avoid at all cost!

This is one of the worst htels i have stayed in, the beds are like concrete, the pillows are like bricks, the room was not cleaned properly, bin not emptied, the breakfast was freezing cold and inedable, everything was overcooked, and lots of rowdy people.

What a complete and utter shambles! Would prefer to give a zero as a rating. Booked hotel 1 month in advance to visit my daughter who had just started Uni at UEA. As my wife was feeling unwell on the run up to the weekend I emailed 2 days before travelling to reduce the booking from two nights to one. I was horrified to discover that the hotel was actually closing for a refit( for over a year!) that very day yet they hadnt thought it was worth telling me. I would have turned up only to discover it was closed! They had my email address and phone number but hadnt made any effort to contact me on either. It was alsoway too late to find an affordable alternative. There is no way that a scheduled closure over a year long in duration could come as a surprise and it should have been impossible to have booked a room in the first place. Customer services were not particularly apologetic nor able to provide a reason for such poor service and had to be chased for a response which when it did arrive was risible I will never book another Best Western Hotel.

Bridal suite given to another guest when we had our wedding there. Spent thousands of hard saved money there. Urine stains and dead cockroaches in the room. Manager doesn’t reply to numerous emails. Not even an apology