Best Western Plus Nottingham Westminster Hotel

The room was huge, clean and well equipped, and it looked like it had just been refurbished. They’d even left the labels on the bathroom furniture. Breakfast was very good too, and Jamil looked after us well, thank you. Reception was friendly and helpful. There’s plenty of free parking, and the bus stop right outside has frequent services into the city centre. I couldn’t see a wheelchair accessible entrance, though there may be one around the side or back. There’s a lift to the upper floors, but you still have to climb extra stairs to reach Floor 2. Good value for the price. I’d happily come back.

The biggest letdown was staff knocking on the door before checkout and making us feel rushed out. We found that really disrespectful and disturbing, like we were being kicked out early. I wouldn’t stay here again. We’d upgraded the room because of the heaven parks on Booking.com, but it was basically a standard room, nothing special. The bathroom water temperature was either boiling hot or cold, with no comfortable middle setting. The room was so hot that we tried turning down the heating, but it didn’t work. The TV was nowhere near the bed, which made no sense.

There’s a nice pub a short way up the road, and the staff were really friendly and helpful. The city centre is handy too. Just catch a bus outside the hotel and you’ll be in town in 10 minutes or less.

I was really disappointed with how this was handled. I’d booked a two-day Christmas break with my wife, but serious health issues affecting a very close family member meant I couldn’t go. I explained the circumstances in several emails replying to messages from best western, but heard nothing back. None of the emails bounced, so I assumed someone in the best western organisation had read them. I know this wasn’t the Nottingham hotel’s fault, but it reflects on the business as a whole. The hotel later asked for feedback, and I included proof of the emails. That time I did get a response. The person sympathised, but said they couldn’t help because I hadn’t emailed the hotel directly, and told me I wasn’t entitled to a refund. I never asked for a refund. I just hoped for some flexibility given what was going on. Managers can offer complimentary rooms if they choose. What I was offered was free breakfast if I booked again, which I won’t do. The hotel and the people who received my emails could both have shown more compassion. The manager stuck to company policy, which is easy enough. Compassion and good customer service are another matter. Very disappointed with the outcome.