The Chester Grosvenor

We stayed at the Grosvenor on Monday 11th of November.. I have travelled all over the world and always stay in 5 star hotels having recently visited Shanghai and stayed at the Ruijin Intercontinental Hotel and The Wanda Reign on the Bund .. both hotels were what you would expect of 5 star hotels no fault whatsoever..wonderful experience.. However on coming back to the uk my experience was dreadful at the Grosvenor.. It was my wife’s birthday and she has always fancied Chester and The Grosvenor so why not ..we checked in at 12.30pm and our room was not ready so we gave our bags to the porter who obviously needs training on meet and greet .. he was so miserable and lacked any front of house skill at all.. We then decided to go into the Brasserie for a cup of tea and a scone ..on ordering the waitress tried to persuade us not to have one each and advised us to share one .. but we wanted one each !!! We finally got to our room about 4pm even though they said it would be ready for 3pm..the room was very dated and had numerous cob webs around the room.. however the bed was very comfortable.. We were booked into the Brasserie for dinner..we had dinner as part of our room package .. we were given a menu and then when we were about to order were given a different menu saying sorry we gave you the wrong one which was very disappointing..we ordered a starter which was ok and both of us had chicken for the main coarse .. it was way over cooked and we could not cut it with the knives provided ..the staff were not very obliging except for one waitress from Eastern Europe who was great the rest were rubbish and need training properly.. however I did give a tip to the one waitress as she deserved it .. the rest should have paid me ...!!! We then retired to the room and to be fare had a good nights sleep.. The next morning we went to the Brasserie for breakfast.. in the price of our room we were told we could only have a continental breakfast which was ridiculous..you even get a cooked breakfast in a cheap B&B let alone a 5 star hotel .. we were told it would be an extra £20 for a cooked breakfast .. we decided to stick with the continental and pay the £20 if we were still hungry..they then took our order., I ordered porridge it came cold so I sent it back and they brought out another one .. it was disgusting and un edible in fact the worst porridge I have ever tasted..it was worse than saver porridge from your local supermarket..they then brought some toast with no butter.. I asked for butter there was no apology for its absence and the waitress banged it down on the table, my wife was shocked, again major staff training needs.. what a disaster for my wife and a real let down on her birthday.. We then decide to check out.. we voiced our complaints at reception.. they did not seem bothered or interested.. all they said was we will knock off the gratuity charge off the bill.. we were not even told about this as we gave tips as we went along if people deserved one .. if they are going to put a service charge on your bill they should tell you..paying a service charge is fine if they tell you and it is a warranted one with great service .. In summary I was shocked at the hotels standards and disgusted with the staff apart from the Eastern European waitress who was great.. This is the worst 5star experience I have ever had and a nightmare birthday for my wife !!!!! Ps my wife is lactose intolerant.. I stated this on booking but they seemed to ignore this as no provision was made to accommodate her at dinner and breakfast..

First time staying here couldn’t fault a thing but this time was very different..... Waited ages to get in the Brasserie for something to eat... not sure how this could be managed better... Mini bar prices ridiculous... At breakfast we had to wait at the bar for a table but on entering the brasserie there were at least four tables I could see that were empty but needed clearing.... not a good look... something I’d expect to see in Debenhams, not a five star hotel, surely its a priority to get tables cleared? Waited a long tome for tea to arrive.... breakfast was lovely but small and we were advised by booking.com that breakfast was included however it turns out that this is only a continental one which we were not aware of on arrival... Had no sleep due to the noise outside and police sirens, I know it’s in the Centre but still, bed also uncomfortable. Food was lovely and staff are very accommodating but for the money you pay and the fact you have to pay for parking I’d probably stay somewhere else next time.

Check in desks behind a post, so difficult to queue and then the receptionist shows you to your room, which may be a nice touch, but makes for a long wait. Room was small and tired, and although a dressing gown and slippers (which I would expect in a 5 star hotel) not the luxurious quality that I expected of such a renowned hotel. Breakfast order taken, albeit after a wait and then starters did not arrive, apology that they had forgotten to put them through. Also, Hotels.com says breakfast is included but does not state 'continental', nor were we advised at check in, but they then wanted to charge us for having cooked breakfast, so both Hotels.com and Grosvenor need to review what they offer

In Chester to celebrate our daughters graduation 👩‍🎓. The Chester Grosvenor is Quality Personified from arrival to departure. The staff at all levels where superb. The ambience and location is second to none .

A beautiful hotel where nothing was too much trouble. There was lots of attention to detail and the staff made you feel important as well as welcome. The room was huge with a small corridor and separate bathroom

It would be an understatement to say the service was exceptional. It is hard to imagine how it could be bettered. Our accommodation was attractively furnished and decorated, and clean. The bed room was a reasonable size. We had an extremely comfortable king size bed with quality bedding. The ante room was well designed for privacy and storage space. The bathroom was traditional in styling with a bath and an effective and easy to operate shower. The location is convenient for all of central Chester's amenities and sights. In terms of heritage hotels in the UK the Chester Grosvenor must rank amongst the best.

lovely staff, although service can be slow - I waited 20 minutes for a cup of coffee. Very comfortable and quiet bedroom (260). Delicious food in the Brasserie. Reception staff very quick and efficient and hall porter most helpful

Had a very nice brunch 11.30 am in the Brasserie , Grosvenor hotel last Saturday 2nd November. Staff very polite, nice food, and no pressure for 3 of us to leave when one of us had an AA problem with the car for 1 hour, and had to leave and rejoin us. A special treat, much enjoyed.

One of many visits. Great service, excellent location. Food quality super, although wrap up warm, as Bar and Brasserie have over zealous air conditioning! Good sized rooms, some a little dated but otherwise, we keep coming back