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Savings alert! 11% below average rates

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Reviews (3,441)
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1,582
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All reviewsthe marco pierre white restaurantmpw restaurantdouble treewarm cookieshoole halloutdoor jacuzzion arrivalspa facilitiespresidential suitelovely hotelgarden roomgreat spamy partnerbuilding worklovely groundsrelaxation roomspa break
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Reviewed 12 February 2018

First the not so good...If snoring was an Olympic sport, I'd have several gold medals, so when we booked via the hotel website, delighted to see a 2 bedroom suite (Presidential) with separate lounge, kitchen and heated seats (whatever they might be!) advertised, so we booked for 2 nights. On arrival, turns out that it was an open plan suite with only one bed, no kitchen, no heated seats (staff didn't know what they were supposed to be either!) with a sofa bed in the lounge area (not separated from the bedroom). The suite was nonetheless nicely furnished, but let down a little by a few irritating items: the sliding bathroom door was filthy - dirty handmarks and fingerprints all over it - goodness knows how cleaning staff didn't either sort or request a replacement door; one of the bathrobes was badly frayed; and the door to the fridge had a l veneer missing - none of this would I associate with a suite named 'Presidential! Now the good parts... the rest of the hotel is beautifully presented (recently refurbed) and the surrounding gardens, are delightful, particularly the walled garden. The hotel restaurant was excellent (much better than Marco Pierre White's steakhouse, which was disappointing), but the best thing abouth this Doubletrees are the staff, who were without exception friendly, helpful, cheerful and efficient. On checkout, when relating the issues with the non 2 bed suite, 50 was taken off one night's room cost in recognition. Sadly, having told two staff about the very misleading website description, whoever looks after their digital world has yet to make the necessary changes a week after leaving - although the weird reference to 'heated seats' has been removed. We'd stay again, but would have speak directly to hotel staff to double check details before finalising.

  • Stayed: February 2018, travelled as a couple
    • Value
    • Sleep Quality
    • Service
Thank Redbaron4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
DoubleTreeChester, Guest Relations Manager at Doubletree by Hilton Chester, responded to this reviewResponded 11 March 2018

Dear Redbaron4,

Thank you for choosing to stay with us and also for taking the time to share your experience with the Trip Advisor community. Your feedback is greatly appreciated and will be used to improve what we offer here in terms of both service and facilities. We are delighted to hear that you found our team to be friendly, helpful, cheerful and efficient.

It is pleasing that you appreciated the gesture made to you on departure and hope that we will have the opportunity to welcome you back to stay with us in the not too distant future.

Warmest Regards

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Reviewed 11 February 2018

Stayed couple of weeks ago, booked for 1 night and booked 2nd night as soon as we got there . Lovely relaxed atmosphere . Room great .
Wendy on reception very helpful with booking the same room for 2nd night .
Mark Donalson in restaurant , did anything that needed attending to whilst still interacting with customers.
Had dinner at the hotel both nights ,food superb.
Leisure very good
Great place as base for Chester /zoo and surrounding area .

Room Tip: The new wing
  • Stayed: January 2018, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
Thank liz926
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
DoubleTreeChester, Guest Relations Manager at Doubletree by Hilton Chester, responded to this reviewResponded 11 March 2018

Dear liz926,

Thank you for choosing to stay with us and also for taking the time to share your lovely review of your time here at DoubleTree by Hilton Chester. We are so pleased to hear that you booked another night in arrival with us, and that Wendy was able to assist with your booking.

Mark passes on his thanks for your lovely comments regarding his levels of service and attentiveness.

We hope to be able to welcome you back to stay with us very soon.

Warmest Regards

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Reviewed 11 February 2018 via mobile

Firstly the hotel is very clean and very well kept. Together could have had an extra staff member on reception to speed up check in as the que was long and blocking the door. The lifts were quick and always tidy. The room was a good size and the bed very comfy. Good TV although the menu for the hotel did not work. Room service was very good. We brought wine but forgot bottle opener and they rushed up with two glasses and a bottle opener. They then also brought up menus to the restaurant for us. We did want to eat at Marco Pierre white restaurant but it was full so we ate at the garden room. He food here was good, not the cheapest but tasted very nice. He service however was slow and frustrating. 3/4 waiters stood round a lot and other times there were 2 or even 3 of them tidying the same table while we were waiting for drinks etc. Overall nice facilities and nice hotel by staff in restaurant need to step up.

Stayed: February 2018, travelled as a couple
Thank Bradpeo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
DoubleTreeChester, Guest Relations Manager at Doubletree by Hilton Chester, responded to this reviewResponded 11 March 2018

Dear Bradpeo,

Thank you for taking the time to share your honest review of your stay with us. We are delighted to hear that you enjoyed the majority of areas of the hotel that you chose to visit. Please be assured that all guest feedback reviewed by our team and is used in an effort to improve what we offer here in terms of both service and facilities.

We sincerely hope to have the opportunity to welcome you back to stay with us in the near future.

Warmest Regards

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Reviewed 11 February 2018 via mobile

We stayed one night as part of the double treat for 2 package for my husbands birthday.
Overall we had a lovely time but a couple of things let the weekend down for us..
Positives
Room was very nice, modern & clean
Spa area is lovley as is the pool/hydrotherapy pool
Garden room - had drinks and lunch here, very nice
The things that's let it down for us where:
We both had a back massage and the same therapist. The young girl constantly yawned throughout the 15 minutes when I asked my husband if it was the same for him he said yes ! Not very professional ...she also was more interested in trying to sell products ....
We ate at Marcos in the evening...service wasn't great. As part of the package you get a glass of prosecco each. This was never offered to us I had to ask for it...
We both had the steak, my husband's was nice but mine was very fatty.
We were celebrating my husband's birthday and unbeknown to us my mum had arranged for a bottle of wine and a card to be on the table for us when we arrived. This wasn't the case, the wine was brought 1 hour later after my mum had called the restaurant again to check if this had been done. The girl in question told her this was on the table, which was not true. When it was eventually given to us there was no card as promised either.
My mum's card was also billed for 2 bottles of wine along with one of the starters as we had to pay a supplement because they had ran out of one of the starters on the set menu.
This has been refunded as we complained
to the restaurant assistant manager when
we got home and realised what had happened.
All in all we had a nice break but could of been better.

Stayed: February 2018, travelled as a couple
Thank clairecaz1985
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
DoubleTreeChester, Guest Relations Manager at Doubletree by Hilton Chester, responded to this reviewResponded 11 March 2018

Dear clairecaz1985,

Thank you for choosing to stay with us recently and for taking the time to share your honest, constructive feedback regarding your time here. It goes without saying that we are incredibly disappointed to hear that some elements of your stay did not meet your expectations. We value all of our guest comments greatly, as we are constantly looking for ways to improve what we offer in terms of both service and facilities.

We hope that will have the opportunity to welcome you back to stay with us in the future.

Warmest Regards

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Reviewed 10 February 2018 via mobile

Loved the spa facilities here, they have a wide selection of saunas a long Lane swimming pool and an outdoor jacuzzi! Found a day pass deal on an app called PayAsYouGym - £13 per person... well worth every penny

Stayed: February 2018
2  Thank TripRator
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
DoubleTreeChester, Guest Relations Manager at Doubletree by Hilton Chester, responded to this reviewResponded 11 March 2018

Dear TripRator,

Thank you for choosing to share your review of your recent visit to the Club & Spa. We are so pleased to hear that you found our facilities to your liking, and hope that you will visit again very soon.

Warmest Regards

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