The Dene Hotel

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Reviews

1. Graham Hulse ★★★★★

   When i was classed as homeless they heloed me as much as they could.

   almost 3 months ago
2. Wendy Strachan ★★★☆☆

   Basic but very clean. Staff friendly and helpful especially the lady security guard on night shift. Wasn't sure what to expect after reading other reviews but wouldn't hesitate to use the hotel again

   almost 4 years ago
3. Nicola T ★☆☆☆☆

   Horrible! Felt ripped off. Website/photos misleading! Made worse by awful treatment from manager. I paid £99 for 1 night in exec. double, but had without my knowledge put in room of a lower standard/Lower price. However, they didn’t tell me I was in the wrong room when I checked in, nor when I complained about the standard /poor quality of the room to the receptionist a couple of times that afternoon/evening…. On the hotel website said there was free WiFi in all the rooms, however no WiFi signal strong enough to even get a minutes worth of WiFi. No shampoo, no hairdryer…..although was eventually brought a hairdryer when complained, and shampoo at 11pm when manager arrived, no travel book/info on Chester as shown in the photos of the rooms on website. No carpet, and room felt dirty and dilapidated. Room bears little resemblance to glossy photos of the rooms on the hotel site - very misleading! noone available to deal with complaints until manager got in which meant staying up until 11pm, ….not ideal when had depart early morning. Finally got told was in the wrong room at 11pm , otherwise would not have known been downgraded or reimbursed for paying higher price!!! When I said to the manager about no WiFi , his reaction was patronising and rude, saying I’m running a race in morning and shouldn’t be watching Netflix! And signal not strong enough for Netflix!!!! (I just wanted signal to check email/social media/surf the net!) He refused to check lack of signal in my room, yet receptionist said ongoing issues with WiFi. Never experienced such poor customer service skills, he was unprofessional, rude, patronising and unapologetic. horrible/stressful interacting with him. In end he offered £10 room difference between what I paid for exec. double and Lower grade room put in and £5 extra, only raised by further £5 after arguing…poor compensation! Told me if didn’t like it could leave with refund…at 11:30pm where am I’m going to go?! Threatened to evict me when stood my ground with my complaints. Would not give me a customer complaints form or details/address of his management to send complaint to. He said just to write email booking.com or send letter addressed to the hotel…….which based on the various poor reviews about this hotel, the complaint would just be ignored!!!! WOULDN’T RECOMMEND THIS AWFUL HOTEL TO ANYONE. POOR QUALITY AND MISREPRESENTATION OF HOTEL PLUS LOUSY TREATMENT/CUSTOMER SERVICE FROM MANAGER SHOULD BE REPORTED AND INVESTIGATED !

   almost 4 years ago

1. bob street ★★★★☆

   A lot better than many of these reviews would suggest. My room was quiet and clean, with fixtures that were worn but still perfectly serviceable. Decent shower. Towels and toiletries present as expected. Reception staff were very pleasant. No problems at all. Nice area. The pub next door is worth a visit.

   almost 4 years ago
2. Mo Vallender ★☆☆☆☆

   Was okay for 1 night. Bedding was clean, room was warm. Had to let shower run for 30 mins before it got warm. Furniture in room was dirty and broken. Carpet was dirty and didn't fit properly. Curtains didn't fit windows properly. Bedside light didn't work. Some windows wouldn't open. Room could have done with a good clean. Dining room was shabby, side plates were dirty. Staff were friendly. Could be a lovely hotel if some money was spent on it.

   more 6 years ago
3. Rick Staples ★☆☆☆☆

   Dreadful hotel, the worst I have ever stayed in. Worn out furniture, dirty crockery, broken toilet roll holder, no bedside light, bedroom lights too dim to read by, dining room floor dirty and apparently not cleaned in 5 days, the same litter in car park for 5 days, no TV remote, very poor sound proofing between rooms, items listed as part of breakfast buffet never appeared, no bar meals available during stay but menu still on line and on tables. However the staff were friendly and helpful and the beds were clean.

   more 7 years ago

1. Lyndsay Rylatt ★★☆☆☆

   Staff absolutely lovely. The breakfast wasn't up to much but chef was really nice. Could do with a decorate. Had no cot for my baby the 1st night because they were full we stayed 2 nights and the room wasn't cleaned had to ask for toilet roll but didn't get it. The second night I got a cot but couldn't put the baby in it the blanket I was given was an old itchy Hessian feeling blanket with paint on it (green spray paint) looked like a decorator had used it at some point to protect furniture. The worst bit was losing my key and having to pay £50 for a replacement I'd have preferred buying a new lock as they're only £12.99. Had me my 13 yr old and 1 yr old in a double bed and there's no lift so she couldn't keep in her pushchair because it was too awkward to get it to the room. Ideal for 1 night if your on the road but sadly won't be returning. Again the staff at lovely but it's a 2* hotel can't expect much more.

   more 7 years ago

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