Castra at the Dene Hotel in Cheshire West and Chester

It was not an expensive hotel but I still expected hygiene standards to be spot on .. what a disappointment, There was sweet papers and chips on the floor lots of big cobwebs hanging down light bulbs missing also lamp shades. There was no wardrobe in the room just a chest if draws Which when I opened the top draw there was other peoples things in and also something nasty lurking in one of the corners .. The bathroom had no window covering and it was quite a big one .. the ceiling had toilet paper stuck to it in a few places which fell off onto the floor by the morning 🤷‍♀️ It was the worst room I have ever been in ..

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

Checked in at 2pm out at 8pm.Mouldy shower curtainBroken tilesMould on shower headDirty pillow casesCobweb'sShower rail hanging offRust on plug holeWouldn't stay again

Second time staying here highly recommended really clean would come again excellent customer service and excellent service. Cheap and cheerful

The worst hotel I have ever seen. We had booked for 3 nights but we chose to leave on the same day we checked in and accept losing our money. The place stank horrible and we felt we could not stay there. The room looked clean but on closer inspection the pillows were badly stained. The reception and route to the rooms looked ancient with dirty floors and thread bare carpets and did I mention the horrible smell. Uurgh 🤮

Had a pleasant break after they were kind enough to keep my booking open for almost two years due to covid. They nt only left my booking price intact but gave us an upgrade room. Well impressed.

Very dated, dirty, bar closed yet not advertised as closed when booking, staff couldn't care less and barely lift their heads at the (what looks like a makeshift) reception at the entrance on when you get back from anywhere. The good points are bed was comfy and it's a quiet hotel when you want to sleep.

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.

Fab little hotel on outskirts of Chester. Less facilities available at present due to covid but we only wanted bed for the night and there's a Hungry Horse restaurant right next door!Comfy bed, large room, clean spacious bathroom with shower. No lift on property. No frills basic hotel & great price!Highly recommended