Chase Hotel

A poor 3 night stay in 3 rooms. No reply to my complaints. I complained when staying at the hotel, emailed my complaints on my return home and telephoned to advise that I needed a reply from the owner. I have received no such reply. Below is a copy of my complaints: Dear Mr A**n, I am writing to make a formal complaint regarding my recent stay at your hotel. A party of six occupied Rooms 23, 32, and 12 from 15–18 September 2025. The standard of accommodation and service fell significantly below what was contracted and advertised, resulting in considerable discomfort and inconvenience throughout our three-night stay. Summary of Failures Heating: Central heating in Rooms 23 and 32 was inoperative for all of our stay. Despite repeated complaints, fan heaters were only supplied after two nights, leaving the rooms unacceptably cold. Rooms 23 and 32 were also without any form of towel dryer. Maintenance and room condition: Room 32 contained stained and dirty furnishings and a broken floor lamp with a bulb that did not work. (photographs provided) Room 12 suffered from a leaking sink (requiring a towel to be placed on the floor), poor mattresses, and a bathroom sensor light that remained permanently on. The shower also required approximately 10 minutes of running before hot water became available. Access issues: Rooms 32 and 12 experienced repeated key card failures, with cards requiring reprogramming up to four times daily. Food service: Breakfast was consistently substandard, with staple items (hash browns, oranges, bananas) frequently unavailable. On 15 September, the evening meal advertised as “roast salmon with roast potatoes and seasonal vegetables” was misleading and of poor quality. Vegetables provided, cauliflower and broccoli, were frozen, and not seasonal. I asked for carrots but there were no carrots. I enquired if there was any other choice of vegetable and I was told ‘MASH’. The roast potatoes were cheap, frozen and unpleasant. The cost of £22.50 was wholly disproportionate to the standard provided. Service was excessively delayed. We dined elsewhere thereafter. Legal Position Under the Consumer Rights Act 2015, services must be provided with reasonable care and skill, and goods (including food) must match their description. In this instance: The accommodation was not of satisfactory quality, nor as described. The food provided was misrepresented and not of acceptable standard. The overall service fell significantly short of reasonable consumer expectations. These failings amount to a breach of contract, entitling us to appropriate redress. Resolution Sought In light of the above, I am seeking compensation equivalent to 40% of the total accommodation cost, reflecting the serious and multiple service failures across all three rooms. I therefore request a refund of £***, being 40% of the total bill of £***, to the credit card used for payment. I trust the hotel will wish to resolve this matter amicably and promptly.

Outside of the property is really well maintained and inviting. Breakfast was lovely and piping hot. Staff were very friendly and inviting. It does need quite a bit of modernising in the rooms but they were very clean and the linen was good quality. For what we paid we were very happy. Would definitely return. Thank you

Lovely characterful hotel with excellent restaurant and bar. Very comfortable bed and such a quiet night.

One night stay. Room on top floor wasn't expecting no lift, not suitable for anyone with mobility. Breakfast was basic, poached eggs returned. Why only basic white & brown cheap bread on offer.

Visit 11th to 13th July to see family,check in okay,staff very pleasant and friendly.room on ground floor which was excellent.good selection of teas and coffee which were replenished as required.breakfast choice very good as was service..On return Saturday night bar staff advised a family party was on and there maybe a delay getting served. Only issue was not the hotel's fault but the party guests ignorance and inability to understand their behaviour, swearing and loud voices carry especially around 2am and slamming of car doors and affect other people. As hotel is central I would stay here again in the future

Lack of empathy and money orientated management ,due to a family setback I was unable to attend the room i had booked for 1 night to attend a party being held at their hotel for a friends 50th,I appealed to the hotel management regarding the situation and was informed "its against the hotel policy to refund any payments " I gave loads of notification and was ignored for days after numerous emails only to be told No.