The Dene Hotel 95 Hoole Road, Chester CH2 3ND

"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"

"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 !"

"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."