Best Western Thurrock Hotel

I booked a suite and loved the open space, Jacuzzi bath, sound system, full-length mirror and the essential amenities. Room service was great too: sausage and mash with loads of gravy, and the sausages were delicious. The menu had the classics and plenty more. At check-in, the General Manager welcomed us at the front desk. I work in hospitality, and it was lovely to be greeted so warmly and professionally. Keira behind the bar was just as welcoming, kind and accommodating. I hope I’ve spelled her name right. I’m a Sales and Events Manager based in Reading, so I asked to see the venue. One of the private hire spaces was unreal, and would be great for occasions or events. With a GM and staff like the ones I met, I’d recommend it. Thanks to Kim and Keira for looking after me and making the stay feel safe, kind and memorable. I was only in the area for a flying visit, but I’ll be back and hope to spend more time here and visit nearby shopping centres like lakeside and blue water. Highly recommend.

The hotel was so noisy that I could hear tap water from four rooms away, and there was no soundproofing. Room service took until the fourth day to arrive, and the Wi-Fi was too slow. Breakfast was average, with only a few buffet items. When I checked out, nobody was at reception, so I waited 15 minutes just to return my keys. Wouldn’t recommend it.

The hotel replied to the review I’d already posted on Booking.com, but I found their response delusional. They thanked me for the feedback and said staff go above and beyond, yet didn’t even apologise. It felt like they’d disregarded what I’d written. There was no porridge at breakfast, which was only almost adequate. On Sunday evening there were just a handful of cars in the car park, so finding a space was easy, but it didn’t seem like many guests were staying. Despite the restaurant, there wasn’t even a sandwich available. The advice was to order a takeaway. The bar was open, with the same young woman covering it and reception. When I asked, she confirmed she was alone. I was concerned about her health and safety working by herself and wondered whether the company bosses had done a risk assessment. She seemed not long out of college. My room had a motorway drone all night, since I was on that side of the hotel, and I didn’t sleep well. The TV, bedside lamp and even the socket by the kettle didn’t work because of faulty wall sockets. The shower tray also filled quickly. If I’d stayed in the shower as long as I wanted, water would have spilled over and flooded the room. I’d already showered and got ready for bed, and wasn’t dressed to move rooms or trouble the only staff member. With so few guests around, I was horrified there was only one person working, but I didn’t feel there was any point complaining to her.

Ellesse at reception was so helpful and polite while I was working in a meeting room today. I must have gone back to ask her 10 or 15 times, with about 1,500 questions, and she never complained. 10/10 customer service.