Best Western Hotels GB Reviews 

Where do you get reviews saying excellent?? The mugs were absolutely filthy, gunge in the bottom of both, disgusting and we were left with a quarter of loo roll, no other hotel we have ever stayed in has this, we are in our 70,s and obviously have travelled, the lady on reception is absolutely fabulous but would never stay in a bar western hotel again

They shouldn’t change my local BW hotel into a migrant hotel isn’t good

Great breakfast very friendly staff very clean comfortable bed and very quiet at night would recommend to anyone

No one at Best Western would talk to me until I found the email for their data protection team via the Information Commissioner's Office. Their data protection team confirmed that my private data had been accessed, and that's how the scammer who contacted me had my information. However, they've yet to tell me how they got that information.

Why would anyone use a hotel chain that can't even protect the personal data you have to provide to make a booking? The scammer had this information within a couple of days of me making my first ever booking with this company through their own website.

Avoid if your personal data means anything to you

I booked directly through the official Best Western website and shortly afterwards received a WhatsApp message asking me to urgently “verify” my booking via a link.

The message used my real name and correct booking dates and linked to a fake website impersonating Best Western. I recognised it as a scam and did not click the link.

It’s not clear how widespread this is, but the use of real booking details raises concerns about possible unauthorised access to customer data. Best Western support advised they are aware of similar scam activity.

Posting this to warn others: Best Western does not verify bookings via WhatsApp, so treat any such message with extreme caution.

Hello
I’m in room 301 in the Nottingham hotel and the central heating has gone off at 10 pm … it’s currently minus 5 degrees with the wind chill and it’s freezing in my room, can you please explain why you would switch off the heating in winter ?
I’m really not impressed, because I’ve got Asthma and COPD …I’ve got three different spinal injuries and when the cold gets into your bones and lungs,
I expected more from this hotel, why would you turn off the heating ?
I’m freezing and I certainly wouldn’t have booked this hotel if I’d know this !
It’s completely ruined my Christmas stay
It’s shocking and I would appreciate the Management replying to me because I’m taking my complaint to Head Office customer service team

It’s almost midnight on Christmas Eve and I’m having to change rooms, I drove 200 miles to stay at THIS DUMP

The new room heating was working, but because it’s been empty, the heating has only just been switched on & it’s now 06:30 and the cold has woken me up… the shower hot water did not work, so that just added to the frustration and disappointment
I only 4 hours sleep and now I have to drive 200 miles, after no sleep at all.

I’m registered disabled and I will show the Manager my blue badge permit, to validate my medical conditions

Yours Sincerely
S A Maxwell

BOOKING REFERENCE
5041050851

This visit was to celebrate my wife's 80th birthday
1)Prior to staying, I was sent numerous e-mails asking me to "bid for an upgrade". There were seven people arrived for breakfast. I did not bid
2) "Use the curtain pull cord". No pull cord there.
3) would have liked a bath. No the tap was not on the bath.
4)Bath very narrow, not safe for a shower.
5)Door chain missing, just the parts available.
6) QR code for info, sorry cannot access.
Reception, bar and cleaning staff excellent.
I have completed the hotel survey but not had a reply.

Hello the best western hotel management team,

I'm writing this email to let you know what happened while me, my wife and my daughters were staying at one of your hotel branches in Best Western Ilford from November 20 to November 26, 2025. My oldest daughter is two years and eleven months old, and my younger daughter is eight months old.

We were booked under the London Borough of Waltham Forest, and at 5:30 p.m. on November 26, 2025, we saw four staff members enter our room without permission and begin talking to our staff without permission. When we tried to contact the London Borough of Waltham Forest, they told us to stay inside the hotel because there was a mistake in our reservation, which they would correct as soon as possible, but the hotel staff ignored us and treated us disrespectfully. My daughter has been sobbing since eleven o'clock and there is nothing to offer her, so I begged my baby formula to take me back, but they refused.

The staff members refused to give me formula milk for my 8-month-old child until we called the police and explained the reason. We need an investigation to justify their mistreatment of us because they are such horrible individuals who should be punished.

I took my fiancé away for a special occasion to Premier Heronston Hotel & Spa,Bridgend, WALES with a package i bought through Spa Breaks.com Firstly, I was disappointed to discover on arrival that all spa facilities were shut for refurbishment. I had 2 booking confirmation emails and this was not highlighted. If I had known this I wouldn't have gone in the first place. All the hotel spa facilities were unavailable ie Swimming pool, sauna and steam room were all closed.
On arrival to our room, we were surprised to find no robes or slippers, even though it is clearly highlighted on the confirmation email. Also, on the confirmation email it says to report for your treatment 30 mins prior to booking time. I waited with shorts and t shirt in the waiting area near a fire exit door it was like Antarctica. The door was surrounded by sheets of single ply board with a big draft.
Then at 4:55 we were told that our treatments were not together even though it is clearly highlighted on confirmation emails with both treatments at 5pm. We were a bit annoyed to be told that these treatments were one after another as only one therapist was working. So, I had to go back to the room and then go back down to the waiting area to wait in this freezing area.
The treatment room was warmer, but still on the cold side and didn't really help when she put oil on my back to start and said this oil might be cold, but should warm up. Not really what u want when you have been waiting in the cold. The massage time advertised said 50 mins, however the massage was under 40. I work outdoors a lot of the time with my job, so I'm not a cold person.

Whilst I went back to the room, I discovered a speedy checking email sent at 4:30 pm even though we had checked in at 3:30pm. This might have been useful if it was sent the previous day.

However, all this is immaterial with what was about to come.

As we went down for evening meal at about 7:30. We were asked where we would like to sit. I said somewhere warm near a radiator. The waitress said its cold everywhere in here! My fiancé ordered a rump steak for mains with Peppercorn sauce. From our 2 course evening meal, included in the package. When our mains came, my fiancé asked where her peppercorn sauce was, the waiter then picked a small pot of gravy off my plate and tried to give to her. She said that's gravy not peppercorn sauce. The waiter then said he would get one. In the meantime, she tried to cut the steak which she couldn't and asked for a steak knife, that was never supplied in the first place. She still couldn't cut it and gave the steak to me. After closer inspection it was the worst steak of any cut I've ever seen, full of fat and grizzle. It was a very low grade steak.
I showed the waitresses the steak and she apologised and asked if you would want the meal replacement and my Fiancé said just the steak. She took the steak away; in the meantime, she started eating the peppercorn sauce and chips and said all the chips are hard so she left them.

The waiter came over and apologised for the steak, he said it was hotel policy not to replace food, I said even if it's inedible and he said yes, even though he admitted it was terrible. I asked to speak to the manager and he said there was no manager on duty and he was the most senior member of staff on the premises and said the best he can do is offer us a drink each. I said she doesn't want a drink; she's starving, can we have a burger as a replacement and he said no. So, we declined the drink and went back to the room and my fiancé went to bed hungry, without being able to cut any of the steak never mine eating it. A chain saw might have been more useful than steak knife and two half eaten chips that she spat out because they were to hard.

On checking out today, the hotel receptionist tried charging a surcharge for the steak we had the night before even though we sent it back and never eat anything. Unbelievable

It was the most unorganised hotel I've ever stayed in. There were loads of other things like, room being cold when we arrived etc. I could go on all day. It looked to me as if the hotel was about to go into administration the way they were trying to do everything on the cheap.
I never received what I payed for and what I did receive was nowhere near a satisfactory standard.

Worst holiday stay I have had, being an older person I have stayed at a few. I cut short my stay. The room I was in was clean, but the bathroom was so tired, the shower/bath was not something I wanted to go into.
You might as well hung a curtain between rooms, because that is how thin the walls were. You could hear EVERYTHING from the room next door. I had no sleep - to start with a couple talking, tv on, keep walking around a room with very loud creaking floorboards till gone midnight. Then one of them was snoring for the rest of the night. Never again will I go to this hotel. The only thing going for them was parking, which is difficult in Canterbury. Plus the cleaner had done her best.

Bait and Switch.
I booked two, two nights stay in trusted hotels we have used on many occasions over the last few years.
I had received an email from Best Western offering me two nights for one night. I booked the first dates with no problems but went straight away to book the second dates for the same week.
First hotel no problem, after visiting family we arrived at the second hotel to be I had only booked one night. I had arranged the following day and had to move meetings because the hotel was full (not their fault).
Best Western blamed me for booking something I received when booking.
I book regularly using the Best Western system so why did I manage one booking successfully and the second unsuccessfully. I was informed that it was my fault as I had not checked my booking details. The booking system had no breakfast so I added breakfast and the system removed the offer. This was a definitely a BAIT AND SWITCH offer.
The sign of a good company is how they react to a problem but Best Western customer service was next to useless.
TAKE CARE WHEN BOOKING AS THEIR CUSTOMER SERVICE WILL NOT HELP THE CUSTOMER, IT IS ALWAYS YOUR FAULT.

I received an email offering 2 nights for 1 on selected hotels and dates. Sounds a great offer? Wrong. I searched several hotels and dates and results were for example £99, £87 etc for 2 people 2 nights. Sounds reasonable but out of season and low usage nights (Sunday & Monday)? Not really. So, searched single nights (Sunday & Monday again), same dates, 2 people. Adding the 2 prices together and halving the amount was much less that the so called 2 for 1 price. Even taking the higher priced night on it's own was also much less than the 2 for one offer. Is the offer really 2 nights for 1 or is it a headline offer to get people interested? I'm waiting for a response to my enquiry from Best Western .

We booked Best Western Ariel Heathrow for a nights stay prior to our holiday and for its “on-site parking,” but our car was moved off-site! After a 2 week holiday we returned to be told we had a flat battery. This was a massive surprise as our car was fine when we had left it and we did not know that it was going to get moved off site. When the staff moved our car they did not power off our hybrid car correctly which lead to the battery being completely drained.  When they realised the car had a flat battery, staff tried to jump-start our hybrid, causing serious electrical damage and costly repairs (a main 120 amp fuse was blown and a battery needed to be replaced - total repair bill £755.00 with possible damage also to the hybrid battery) . The hotel has ignored multiple emails, which is unacceptable. Head office of Best Western differs back to the hotel.as it is independently  owned.  Be very careful before leaving your keys here — “on-site parking” was not as advertised and customer service is non existent. They did not take due care with our car and to ignore emails and not deal with the problem is unacceptable.

So bad! I cannot believe these hotels are still opening their doors. It feels frightening to be stuck in a room where sleeping on the floor is more comfortable due to worn out mattresses. The boiler noise constantly going on and off, no noise insulation, squeaking everywhere from doors and floors, smoking areas where there should be clean air for opening one’s windows, bathrooms feel like you’re in a hospital… ugly old carpets, leisure and spa facilities a joke. Traumatising experience…

We were asked (surprisingly for a couple of nearly 70 year old pensioners) for a £50 deposit which was blocked on my wife's

We were told that we needn't worry as we would get it back within 3-5 days so, trusting, we paid it. Of course this,still hasn't been credited back to me

We have, of course, contacted our bank and they said that it was still being held by BW

Arrived late Friday night at the Keavil House Hotel, checked in and went to room. Found cobwebs on the ceiling, stains on the lamp shades, and hair all over the carpet. Looked like a hoover had never been used, utterly disgusting. Moved to another room which was no better and bathroom was worse. There were several large cracks in the sink and what looked like faeces on the curtain. The sink had been painted, presumably to hide the crack, but was also chipped and broken. The TV guide didn’t work as the date was set for 6 months previously, and a quarter of the mirror was missing. The last occupants also left dirty socks and even though we informed reception, no one came to remove them. The price of our meal was reimbursed as an apology but we won’t be back. The receptionist did say that the cracked sink has been like that for months, so they were certainly aware. Such a shame as the hotel looks beautiful from the outside, the food was good and the gardens are lovely, but not worth sleeping in a dusty, unhygienic room for.

Stayed at the Chilworth Manor Hotel in Southampton this September for a wedding. Not the best experience. Its only when I put in a complaint to Best Western I found out its not a hotel chain they act as a front for a group of unrelated hotels and that would explain the difference in standards between the various hotels we have stayed in. I always like to book with a known chain so you know what to expect. In future if I need to book a Best Western Hotel I will do more research into the individual hotels.

Avoid this hotel, wish had checked reviews before booking, one of the worst all round experiances, booking process, staff attitude, hotel room , etc , arrived at 7.30pm during storm amy to be told kitchen was closed as they were quiet, had to walk 15mins to town for food after all day on a train, rooms were really noisey with plumbing fron next rooms , toliet amd bathroom fan,bathroom sink was the smallest sink ive ever seen lol, the bathroom was huge too, it just goes on to be honest but dont want to write chapter and verse,

DON'T BOOK DIRECTLY WITH BEST WESTERN. I was unfortunately directed to their website by a search engine to stay at one their hotels in Bournemouth. I was encouraged to join their membership with the promise of a possible free breakfast for the stay (no chance). However, I continued anyway and booked/paid for one room with breakfast for 5 nights which was confirmed on my payment/booking summary. I thought that was it, far from it. Luckly because I don't leave anything to chance being a new member I check my booking in my account which stated 1 Room only (no mention of the Breakfast) . I immediately rang the hotel number, no answer, rang the central booking LGH who confirmed the booking was for 1 room only . They looked into it for me checking with the hotel and other departments who were all adamant I'd booked 1 room only. This went on back and forth with phone calls and emails from me including the booking /payment as proof which they still did not accept, but after 4 hours, they as a good will gesture added a complimentary (ie; Free ) breakfast. BINGO.
Following my stay, I raised a complaint stating their booking system is flawed and requested compensation for my time and trouble in helping them to sort it out. Which was denied, so I then suddenly released seeing they denied everything and only added the breakfast on a complementary basis I should be entitled for the breakfast part of my booking I paid for, which was also denied and closed the complaint. So, I got Resolver to intervene but after 7 weeks they haven't had the courtesy to respond. So in short, they deserved this review to warn others think of booking direct. If I read the rest of the reviews on this site I would Of thought twice about booking directly with them VERY POOR

We had a 93 year old wheelchair bound member of our party and there is only one disabled parking space. So we didn’t always get this space but the rest of the car park was down a steep slope which is inaccessible to wheelchairs, so getting my mother in and out was a bit difficult. We were told a few days beforehand that there was a function at the hotel and that the restaurant would be closed but we could eat in the bar on the Saturday. When we arrived for our meal the bar was absolutely packed and extremely noisy. Fortunately they moved after half an hour into the function room, but it wasn’t pleasant to start with. We then had thumping music until 12pm. On the Sunday we arrived for dinner to find the restaurant closed so went to the bar. But there was no table laid for us. The person told us we hadn’t booked, but we definitely had. She then offered a tiny table when there were three of us and then said she’d get a table from the bar. This was a different height. We were then told we couldn’t order food for another hour. She did apologise but I felt it was grudging and clearly they had made a mistake but would not admit it. I was made to feel quite uncomfortable. We all know that we booked a table. So in the bar we had no table service, no place mats. Our final coffees were brought into the bar and the woman called ‘here’s your coffees’ and left them on the bar which my quite frail husband then had to try and carry over - another guest offered to do this. Again this made me feel quite uncomfortable . So all in all, very disappointing. The hotel is tired and needs a good redecoration . The best thing by far was the view from the bedroom, straight across the Bristol Channel. But we definitely won ‘t be going there again. It wasn’t that a mistake had been made, we all make mistakes, it was the way they dealt with it.