Best Western Stoke on Trent City Centre Hotel

Parked here- paid the parking fee £5 for 4 hours- the ticket machine does not take cards, so took all my change!) and a week later recieved a fine from Parkineye. Looks like nobody bothers to check if parking tickets are displayed at all! Several others (including guests at (Best Western)have reported the same experience online- park here at your peril- an hour or so can cost you £60!

Arrived on a coach trip, hotel was clean and smelt of fresh paint, went to dining room for our meal where it was terrible!!!! The food that was served was cold, soup as a starter cold! No bread rolls....meal was chilli rice chips, or veggie curry, chicken gougons dry bland and cold....dessert apple pie & custard cold....... told the member of staff about our complaint and he said I don't cook the food.... went upstairs to the bar and there was no draught beers or lagers available.....Definitely will not be returning

I stay at this hotel quite regularly... in it's heyday it would have been quite grand for the area and although clearly tired in a few places, it is being done up as I type this . The staff are all very helpful and willing with a genuine warmth and friendly 'can do' approach.

On this occasion, my visit was a birthday present from a friend and perhaps as a result of being a regular, the hotel very kindly upgraded me to a suite which was very much appreciated. I shall be back again shortly and look forward to seeing how the refurbishment is progressing.

Stayed overnight 19th nov on a coach trip .Hotel was unkempt some staff uniforms where dirty . Evening meal was disgraceful ..Our room was ok as looked like it had just been newly decorated.there wasnt enough tables for all the guests to eat there meal

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.

Four of us stayed at this hotel as part of a coach tour and it was not a great experience at all. The hotel is run down, just feels old and dirty - we couldn’t wait to get away! Such a let down for a Best Western and will be feeding this back to the travel company too.

We got dinner included as part of the package and it was appalling. There wasn’t enough tables in the dining room, we waited 20 minutes for staff to then open an unused breakout room which smelt foisty and freezing cold. Yeah they did quickly go and grab some heaters but we sat with our coats on. Not exactly what we imagined after a lovely day at Chester Christmas markets. And the food was terrible too, bland, overcooked low quality.

The corridor we stayed on felt like a prison with brick walls. The rooms felt like they’d never had a deep clean. One of the headboards was hanging off the wall (it had been screwed in), and one of the beds was really badly worn on one side! Awful nights sleep.

I would not waste your money staying here. Your better off in a premier inn. Needs knocking down or overhauling!

It was ok

Very clean and tidy rooms large and staff friendly.
I have to say we stay a lot in hotels but the breakfast was the best clean well presented and tasty the hotel is getting a bit of a clean up inside but the rooms and the beds were very good bathroom had a shower inside plus bath I would recommend this hotel

I stayed here on 9th and 10th November in a twin room, with no breakfast. We were visiting family and paid £150 for 2 nights. The outside of hotel looks dated, and the car park is VERY BADLY LIT, not advisable to go alone at night. We checked in ok, the receptionist was fairly friendly, but reception area smelt of cigarettes, clearly being wafted in from the front entrance, yuk… Stayed in room 215, second floor.. On entering, the room was recently decorated, clean etc, and a decent size. Firstly the TV remote was nowhere to be seen, and apart from the towel rail warmer, there was NO HEATING ON AT ALL?? and after several attempts speaking to reception, nobody called us back or gave a damn?? We coped and wrapped up warm for the first night. The shower is over a bath, not ideal or modern, you had to call reception for bath mat, which after being ignored previously by reception, we struggled with a small towel. The shower curtain must be made of paper, as the water oozed through it!! Also, the fan wasn’t working, so condensation build up couldn’t go anywhere as we couldn’t even open the window?? Anyway, we did have the fan and window sorted by helpful maintenance staff and housekeeper. Great 😀 BUT STILL NO HEATING!! We called reception again several times and kept saying they were checking the boiler?? But we never got a call back so spent another night FREEZING!!! Also the mattress protector was badly stained, yuk!!!
We hardly slept, and at 8am were awaken by the drilling and erection of scaffolding outside our window!!! Which we were never notified about, and as the hotel was clearly half empty, why didn’t they give us a room not close to this noise?? Nightmare stay.. We asked to speak to the manager on morning of departure, he never came to see us and we were told he would call us that afternoon.. I’m still waiting… !!!!
DONT STAY HERE IF YOU LIKE A ROOM WITH WORKING RADIATORS (.clearly cutting down on their energy useage)!!! AND ESPECIALLY IF YOU EXPECT GOOD CUSTOMER SERVICE, as the Manager clearly doesn’t give a hoot!!!
Worst CUSTOMER SERVICE I have experienced…

We visited this hotel last night as part of a coach trip to Alton towers and arrived after a very long day to a grubby dirty room. The carpets were thick in dust, the furniture has just been hoovered around and down the back of everything was thick with dust. Found clothes tags from previous guests lying on the floor, found a grinder used to smoke cannabis on the floor, room was absolutely stinking of smoke .. headboard, top of mirror, window ledges all had a thick layer of dust and hairs in the bed with dirty pillow cases. Housekeeping extremely poor. Sat for close to an hour whilst someone went and gave our room a tidy as there was no other rooms available to be moved to. Everything very out dated, furniture poor mismatched and in disrepair along with the bathrooms needing major uphaul. We are happy to stay in budget hotels and not to expect much but the cleanliness was so poor. Woke up this morning wheezing with my asthma due to the dust. Would not stay here again!

Lovely old hotel, exterior does not do the interior justice.
Staff were friendly and chatty, we were in a lovely refurbished room (very tasteful too, someone has a good eye)
Overall could not fault my stay, anything I ate was perfect and the rooms immaculate.
What more could you want?

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.

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! 😞

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

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.

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.

I have stayed in many Best Westerns over the years and always had a good experience until this one.

Firstly I booked a family room with a double bed and 2 singles, online I had spent a fair amount of time deliberating between this room and the one that included a sofa bed. When we arrived at the hotel I was given a room with 2 doubles - not what I booked and not great for 2 siblings who weren't particularly getting along. When I enquired at the front desk was told fairly pointedly that the website booking gives examples of types of rooms but that I should have called to express my needs (note it does not say this online when I booked - or at least not that I noticed) the fact that I was choosing online between different family rooms led me to believe that my choice counted for something. When I asked if they had any rooms available like the one I had booked the answer was plainly no we are now fully booked.

My next issues came the following morning. The shower in the room is a mixer tap style and even with cold fully on millimetre movement of the hot tap goes from cold to scolding and it is exceptionally difficult to achieve a usable temperature. Not that it really mattered because the water pressure was very low.

I picked this hotel because it advertised a pool (I had previously stayed in the Best Western in Cambridge with my daughters and had an amazing experience). The pool is not free to hotel guests and is charged at about £6 pp. The hot tub was empty (No water in it).

Not up to the standard I have comet o expect form Best Western Hotels.

The property is fine for the price paid. Staff are pleasant and helpful.

Got to the hotel 30 minutes before check-in. Couldn’t got the rom. Needed to wait till exactly 15 o’clock.
One of the worst hotels I’ve ever been to. The fat receptionist guy was snotty and got an very bad attitude. If I was the boss I would sacked him.
Doesn’t get the room we booked. The roof on the third floor was leaking

Great location, good parking.
Hotel is a lovely building and generally in quite good order for a building of its size.
The bedrooms and bathrooms need maintenance done and the housekeeping staff need a few lessons on how to clean a room as mine was thick with dust.
The breakfast was delicious and front of house staff were lovely.