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“Disappointing Stay”
Review of The Mill Hotel

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The Mill Hotel
Ranked #12 of 45 Hotels in Chester
Certificate of Excellence
Reviewed 12 October 2017

My husband and I booked into this hotel for 3 nights to celebrate his birthday. We had reserved a business class room, but when we saw it - surprisingly small and rather dark and overlooking a noisy ring road, we asked to be moved. For an extra charge of £10 per night we were upgraded to a club room which was much larger and was beside the canal, also a lot quieter. This hotel is well appointed throughout and spotlessly clean; the duvet on the bed was very heavy and the room rather hot, but that of course is a personal choice. The main disappointment we had was on our first evening. We wanted to have dinner in the Rialto bar as there was a jazz band playing so asked to book a table. We were told we could not reserve one and were advised to get there early as it gets very busy. Upon arrival, no tables were available, but all tables closest to the jazz band were 'reserved'. We asked the waiter why this should be and he said they were reserved for the hotel owner (and presumably his friends)! Surely the hotel guests come first. We therefore missed the jazz band and ate in the Canneletto Restaurant instead. That was OK and the service good. The location of the hotel is excellent - a mere 5 minute walk along the canal to the centre of town and the private car park is perfect. Overall, though, not really for us and we won't be returning.

Room Tip: Club Rooms are larger - ask for a canal side room away from the ring road
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  • Stayed: October 2017, travelled as a couple
    • Value
    • Cleanliness
    • Service
2  Thank jacquitravel186299
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
emmarainford, Guest Relations Manager at The Mill Hotel, responded to this reviewResponded 15 October 2017

Dear jacquitravel186299



Thank you very much for taking the time to post your review on Trip Advisor following your recent stay with us at The Mill Hotel & Spa.

I am very sorry indeed that there were aspects of your stay with us that did not exceed your expectations. We take great pride in striving to exceed our guest’s expectations so it is most disappointing that we didn't succeed on this occasion.

I do apologise for any confusion caused over the reserving of tables for the Jazz evening in the Rialto Wine & Dine. You were informed correctly that we do not reserve tables, however the evening in question was a celebration of the Hotels 30th Birthday. The Wall City Jazz band has played at the Mill Hotel since the opening and as a gesture the Hotel Owner Mr Gordon Vickers had invited their regular supporters for the evening and reserved a couple of tables for them.

Please accept my sincere apologies for the shortcomings you had encountered during your stay with us. I can only assure you that your poor experience is not something that usually happens as our guest satisfaction is of vital importance to us.

Kind regards

Emma

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60 - 64 of 1,528 reviews

Reviewed 12 October 2017

Very large and busy property, and some of the rooms overlook a very busy road and are not air conditioned so are noisy in warm weather. We asked to move and were given a room on the quiet side for our second night, staff were friendly and helpful, but check when you are booking!
Good parking and easy, level walk along the canal to most key locations in the city.

Room Tip: Make sure you don't overlook main road.
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  • Stayed: September 2017, travelled as a couple
    • Location
    • Rooms
    • Service
1  Thank Stephen L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
emmarainford, Guest Relations Manager at The Mill Hotel, responded to this reviewResponded 15 October 2017

Dear Stephen L

Thank you very much for taking the time to post your review on Trip Advisor following your recent stay with us at The Mill Hotel & Spa.

We highly appreciate our guests’ comments as they help us to improve our service, ensuring that we deliver an experience in line with our guests’ expectations.

Feedback is a gift and we are always grateful to know where we can improve.

I do hope we have the opportunity to welcome you back to the Mill Hotel in the near future.

Kind regards

Emma

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Reviewed 10 October 2017

My husband & I stayed here for the weekend when I was taking part in Chester marathon. The hotel location is great, along the canal & only a 5 minute walk to the centre. Very spacious room, although it was facing a busy road which meant there was some traffic noise. As there were several runners staying there, the hotel had arranged an early continental breakfast for anyone who needed it. The following morning it was the full English cooked breakfast which was very tasty.
I used the swimming pool & hot tub while there & was impressed with the spa facilities. We ate dinner in the hotel wine bar on Sunday night & food was excellent and reasonably priced.
Overall, my husband & I were happy with this hotel & would definitely recommend it.

  • Stayed: October 2017, travelled as a couple
    • Value
    • Rooms
    • Service
1  Thank missinver
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
emmarainford, Guest Relations Manager at The Mill Hotel, responded to this reviewResponded 15 October 2017

Dear Missinver

Thank you very much for taking the time to post your review on Trip Advisor following your recent stay with us at The Mill Hotel & Spa.

We highly appreciate our guests’ comments as they help us to improve our service, ensuring that we deliver an experience in line with our guests’ expectations.

Thank you for highlighting so many positive elements of your stay.

Thank you for recommending us to future travellers, and I look forward to welcoming you again soon.

Kind regards

Emma

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Reviewed 10 October 2017

Just enjoyed a weekend break in the gorgeous mill hotel. From the moment we arrived the staff were very friendly and helpful.
The rooms are huge, spotless and the beds so comfy!! Loads of storage space, tea/coffee making facilities, ironing board and iron (we actually had 2 of each in our room) hairdryer and a very deep corner bath.
Breakfast was delicious, ample choice laid out but if you wanted anything specific you just had to ask.
We had afternoon tea on the restaurant cruiser, a wide beamed barge which runs daily trips from the hotel up the canal. They also do lunch and dinner trips. Very pleasant experience.
We didn't use the spa facilities so can't comment on these.
On checking out we decided we'd like to spend the day at the zoo before heading home and the staff were perfectly happy for us to leave our bags in their luggage room to collect later in the day.
Brilliant location, 5 mins walk along the canal to town centre.
Overall a perfect stay! Would highly recommend this hotel to anyone looking for comfort, friendliness and an excellent location.

  • Stayed: October 2017, travelled as a couple
    • Location
    • Rooms
    • Service
1  Thank blackwidow2008
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
emmarainford, Guest Relations Manager at The Mill Hotel, responded to this reviewResponded 15 October 2017

Dear blackwidow2008

Thank you very much for taking the time to post your review on Trip Advisor following your recent stay with us at The Mill Hotel & Spa.

We are delighted to know that you had an enjoyable stay and we were able to accommodate your needs. It is very rewarding to receive these comments as we strive to provide excellent customer service.

I am delighted you have had such an enjoyable break and had chance to experience our unique Restaurant Cruiser.

Thank you for recommending us to future travellers, and I look forward to welcoming you again soon.

Kind regards

Emma


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Reviewed 10 October 2017

Lovely hotel in a perfect location, nice and close to all the shops and restaurants. The rooms are quite standard but they have everything you need in them and the bed is super comfortable! The Spa area is great, a bit small but the staff were always really nice when we went down to use the pool area. Only thing I would say that could improve was the breakfast, it just seemed all greasy/fatty food and only a small selection of fruit/yoghurt. Otherwise, I had a great weekend break here!

  • Stayed: October 2017, travelled as a couple
    • Location
    • Rooms
    • Service
1  Thank Jade A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
emmarainford, Guest Relations Manager at The Mill Hotel, responded to this reviewResponded 15 October 2017

Dear Jade A

Thank you very much for taking the time to post your review on Trip Advisor following your recent stay with us at The Mill Hotel & Spa.

I am delighted that you highlight our fantastic location and the friendliness of the team!

I was also sorry to read your comments regarding breakfast, as this is certainly not indicative of the feedback that we normally get about breakfast. I will pass your comments onto the Food & Beverage Manager.

I do hope we have the opportunity to welcome you back to the Mill Hotel in the near future.

Kind regards

Emma

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about The Mill Hotel

Address: Milton Street, Chester CH1 3NF, England
Phone Number:
Region: United Kingdom > England > Cheshire > Chester
Amenities:
Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#6 Spa Hotel in Chester
#13 Romantic Hotel in Chester
Price Range: RM441 - RM629 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — The Mill Hotel 3*
Number of rooms: 132
Reservation Options:
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Also Known As:
Mill Hotel Chester
The Mill Hotel Chester, Cheshire

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