Best Western Brook Hotel Norwich

What a complete and utter shambles! Would prefer to give a zero as a rating. Booked hotel 1 month in advance to visit my daughter who had just started Uni at UEA. As my wife was feeling unwell on the run up to the weekend I emailed 2 days before travelling to reduce the booking from two nights to one. I was horrified to discover that the hotel was actually closing for a refit( for over a year!) that very day yet they hadnt thought it was worth telling me. I would have turned up only to discover it was closed! They had my email address and phone number but hadnt made any effort to contact me on either. It was alsoway too late to find an affordable alternative. There is no way that a scheduled closure over a year long in duration could come as a surprise and it should have been impossible to have booked a room in the first place. Customer services were not particularly apologetic nor able to provide a reason for such poor service and had to be chased for a response which when it did arrive was risible I will never book another Best Western Hotel.

The hotel is quite run down and fell short of what I expect of BW. The fact that it was cheaper than travel lodge should have told us something. Needs complete renovation and a deep clean. We were only staying the one night so not the end of the world but would avoid again. The breakfast was good. The bar food quite ordinary. Pizza had a base more commonly seen on a frozen pizza. The menu sounded a lot better than it was. All in all must do better or this place won't survive

Bridal suite given to another guest when we had our wedding there. Spent thousands of hard saved money there. Urine stains and dead cockroaches in the room. Manager doesn't reply to numerous emails. Not even an apology

On booking this hotel the reviews made us feel confident however it wasn't what we expected. The hotel is dated, it needs an update for example the wall paper was falling off in the room. The room was full of dust and considering one of the guests suffers with asthma we have to clean up as trying to find a member of staff was difficult. One of the main reason for booking this hotel is that it stated air conditioning in rooms. However the air conditioning wasn't working and when asking they said it's hit and miss some work some don't, I think this needs to be stated on booking or at least informed of as its false advertisement. Personally I would not recommend this hotel as it is not up to standards

Basic hotel with an unappealing shabby feel however room was clean. Just needs an update throughout . Staff were friendly and welcoming both on our late check in and check out. Good place for somewhere if you just need a short stop over to rest and catch some zzz's.

I wish I could leave 0 stars. I visit Norwich once a year for an event at the showground. Last year I visited I stayed in a double room. The shower in my room broke late in the night when I tried to have a shower. It was gushing hot water non stop. When asked for help at the desk the employee called Carl was unhelpful. I had to leave my hotel room and sit the reception for hours. I had the worst night sleep. Then I was told to give Best Western another chance…specifically this establishment. I requested early checking for 1PM. I was told this would be a maybe. That was fine with me. I was promised a room on the lower ground. Due my own going knee and back issues. I came back to check in for my room promised on the lower. The room allocated to me had been to my surprised allocated to someone else and I had been re allocated to the top floor. Right away from any stairs. This hotel does not have a lift either. I asked for help from the general manager called “Tony”. I was scoffed at looked funny and was not helped in the slightest. Tony's excuse was “I've only been here 3 months”. Did not want to help me. When I asked for the head office number Tony raised his voice saying “who are you wanting to speak to” in a condescending tone. His colleague Abby somewhat helped me but again could only apologise. Which in this situation was not very helpful. I am disgusted with the customer I have recieved not just on this occasion but again on this second occasion. Not to mention the disgusting treatment I received last year from Carl. I was made to feel like a stray dog and a complete inconvenience. DO NOT BOOK THIS HOTEL.

I stayed two nights at the BWB hotel. Since the beginning reception staff was very friendly and patient. Hotel is tidy but simple. No lift and me with a double pram had some difficulties. No cot available at the hotel but it's ok we cosleep so nevermind. Breakfast is basic and again staff very friendly. My personal experience: I forgot a liquid baby soap behind the curtain of the shower and when I contacted reception two days after (as soon as I realized that) I was told that no toiletries is being kept for hygiene purposes.. I didn't understand the answer because the soap was inside its bottle. I found it quite dismissive as answer and I didn't appreciate it

We Really enjoyed our stay, staff were friendly and attentive. Breakfast was excellent and with good choices. Room was clean, with TV. Shower was nice and there was also a bath. Bed was comfortable and the room had air con which was unexpected and made the stay really pleasurable

very run down generally. mouldy bathroom ceiling and poor beds. many rooms face an outside courtyard which is a general smoking area for drunken guests shouting about until midnight. windows do not cut out any noise as they are dated. Smell of weed in the corridors next to rooms full of noisy inconsiderate idiots who keep you awake until 4am. The premises has a night porter who must be able to here the disturbance but does nothing about it. the only plus was that the staff were friendly and helpful

Stayed two nights the room was comfortable the room was very clean. Had a meal each evening in the Restaurant which was very nice.The staff very efficient and friendly.Would recommend ! Perfect location for the Royal Norfolk Show

Staff very friendly, room was a good and generous size, but could do with an update, as could the bathroom, which had mould on the ceiling over the shower. Cooked breakfast was lovely, but pastries ran out before we got to them. Selection of cereal, yogurt and cheese very limited. Over good value for money

I was surprised to read the reviews for this hotel. My experience was excellent. The price is very good, the food excellent and the rooms were very clean and comfortable. The staff are very friendly and helpful and I prefer this hotel to the Hilton hotels I often stay in.

Great hotel helpful and stayed many times but disappointed that the restaurant managed was over keen to quickly clear the breakfast and teas and coffee away before diners could have a second chance it's good to be punctual but would not have hurt to at least gone round the table warning guests that the staff would soon be clearing all away ect

The Brook Hotel was clean but the rooms were tired though comfortable and could do with refurbishing. The staff were really helpful and friendly and the food was great. Hotel was peaceful most of the time but Friday and Saturday we had wedding parties which on one afternoon really disturbed us. The Hotel did deal with this. I would use the Brook Hotel again.

Very enjoyable stay Great Western Brooke Hotel, clean comfortable rooms and hearty breakfast, very pleasant and efficient staff and extremely good value for money. We will definitely use them again, nothing to much trouble for the staff and rooms very clean and comfortable bed.

Stayed at hotel, everything becoming tired and need of replacing. Windows ,pillows need replacing. Had some drunk neighbours that were very loud which stopped us sleeping. Breakfast ok but quality of bacon not the best for price

Exceptional staff even though I did not get the requested room. comfortable bed and room has decent facilities. even though a small fridge would be appreciated. A little hard to find. Would stay agin when in Norwich .

One night stay here for theatre trip all the way from Essex. Booking in at reception was quick and easy ,Amber booked our taxi for theatre. Room was spacious and spotlessly clean. The bar and breakfast staff very friendly and helpful, the breakfast was very good . Not much more i can say about this place , excellent all round ,would give it a 6 if this was possible.

Stayed here on many occasions before COVID19. Friendly staff, booked for 1 night, had the best night sleep, mattress very comfortable. Very enjoyable breakfast. Room was very clean. Air con not on but still a bit noisy.

Me and my partner got married at the Brook hotel this weekend , the service , staff and wedding planner was incredible throughout our weekend Can't recommend this hotel enough , we will be coming g back for our anniversary next year

Stayed here for the night of 16th/17th March. My wife and I were very pleased with the hotel. We were made very welcome and the staff were extremely courteous and helpful. The room was very nice and large and warm. My only minor gripe was the bed was to soft for me. But I did get a reasonable nights sleep. We had an evening meal in the restaurant, and this also was very good value for money and was really enjoyable. Our breakfast was really excellent and included in the price . All in all I would stay again . Price wise great value for the money.

Just 10mins from the hospital which was perfect as my partner was having operation and we had to travel. Nice comfy rooms, everything you need. Great shower, toiletries & tea/coffee making facilities. All you can eat breakfast can be included in price or room only. Has a lovely feel as soon as you enter and the staff are so friendly and super efficient. A limited food menu at night but pub over the road is less expensive so they probably lose out to them. Good choice of drinks in hotel and it is very clean everywhere.

Stayed at this hotel because it was the best price we could get from any of the larger hotel chains in the area. The location was very good as we wanted it to be reasonably quiet at night but close enough to Norwich town centre to facilitate easy access for sight-seeing purposes; it's about a 15 minute drive away or you can even catch a bus if you prefer. The restaurant and bar here were excellent with good prices and very tasty food and nice friendly service. The rooms are a good size and have TV and tea/coffee making facilities and the bed are comfy.

As with most best western hotels, the room was very good complemented with a desk and strong internet that I need whilst working away. The breakfast in the morning was the usual buffet style which is what I like, but stuff staying for the evening meal, go the the pub, literally over the road that serves cheap carverys, it makes you overall stay worthwhile, trust me!!

Nice hotel, only three star but don't be put off by that.. This is a nice hotel and is great value for money. The decor may be a bit tired but that is not a factor and is brightened by the friendly helpful staff

Booked a couple of days after others I my party but the cost of the room increased by £26 ?? Staff very helpful and obliging very clean and tidy the breakfast fresh and plenty available. Just not sure I good value for the increase in price.

Read some bad reviews on here and didn't expect much. Came up for a bowling tournament at the bowl next door Room was really comfy, couple of spiders webs on the ceiling and the air con didn't work (didn't report as didn't need to use it in the end) We both had a lovely meal in the lounge bar, there is a carvery opposite but the meals in the hotel are really tasty. Staff very attentive Breakfast was ok, I wouldn't pay the 9.99 they charge for it but if included in room rate is perfectly ok. Bacon and eggs were a little over cooked but plenty of juices, cereals and a delicious compote to go with yogurt Plenty of free parking also All in all a really good stay and will be back should we bowl here again, credit to the oriental lady bar staff, she ran her socks off and so polite and helpful

This is one of the worst htels i have stayed in, the beds are like concrete, the pillows are like bricks, the room was not cleaned properly, bin not emptied, the breakfast was freezing cold and inedable, everything was overcooked, and lots of rowdy people.

We had a family wedding here and was an amazing & magical day from start to finish with absolute epic food breakfast and lunch to evening meal, we could not fault this hotel one bit. Loved every moment. Best breakfast I've ever had in a hotel

Air con kept us awake even though we switched it off. We both got bitten when in bed. Smelt of stale cigarettes and when looked out window the ground is littered with cigarette butts. Room dusty lampshades. Shower excellent but no shower caps. Buffet breakfast left a lot to be desired with dried up eggs etc. Evening meals were very good however.

Staff were lovely and friendly and were amazing with sorting out the problems we had (caused by another hotel), food was lovely, good value for money and arrived very quickly and tasted really nice...

Rooms were cold, mattresses were old/hard as were the pillows. Showers differed from room to room, some powerful, some not. 2 rooms had phone, 3rd did not. Some aspects of cleaning not great. Dusty, cobwebs etc. Windows also grim. Better than sleeping in my car, marginally.

Absolutely amazing staff so nice and friendly and the breakfast was absolutely banging! Best I've had in a long time! And that's from someone who travels the UK every week.. I Would definitely stay again

Friendly staff, clean room, hot powerful shower. Happy days!! I was met at reception by one of the team and made to feel welcome and valued. This set the tone for a lovely few days of visiting old friends.

Had to report issues with room cleaning. Staff very helpful. Bar was lacking the snacks. Or choice of food. Same as restaurant. Breakfast was the best and always is. Drinks were a little pricey. Have stayed at other BW. And been cheaper

A bit of a mixed bag really. The room was comfortable and had a good standard of decor and cleanliness. Bookings were made on the strength of the current website menus. These consisted of one, two and three course meals. Only after having to pay up front for the accommodation did we discover these meals did not exist! A rather poor bar menu was all that was available in the restaurant. If Covid had anything to do with this decision, the hotel has had eighteen months to amend the menu on the website. This would have taken a very short time to achieve and there can be no excuses. It is total misrepresentation. The bar menu was extremely basic and offered no side dishes whatsoever. So if you chose a salad, that is all you got! Of course none of the advertised tempting desserts were available either. If I'm honest, staff seemed generally pretty disinterested. Unlike many other hotels, there were absolutely no Covid precautions whatsoever. Obviously they were not too bothered that 30,000 people a day being diagnosed. Ironically, the only people to wear face masks were the cleaners, who had no close contact with the guests! The electronic bedroom door locks seemed problematic. We had difficulties, and we heard other guests voicing annoyance at reception that the cards refused to open doors! In all, room fine. But staff seemed to lack any motivation.

I don't even know where to begin with how poor this hotel is run and maintained. The room was cold, damp and run down. The heating didn't work. I asked at reception for it to be looked at and instead they brought be a dangerous plug in heater which was also broken. I gave up and just slept dressed. Second night I get back room heating not even looked at. So again risked the dangerous broken heater and slept dressed. We then made the biggest mistake of the trip. We ate in the hotel restaurant. I cannot tell you how bad the service was. They were reluctant to serve us even though it was 8:20 pm and only 2 tables in. We were then asked if we would mind leaving the table and going to the bar next door to keep getting our drinks?!? Anything we ordered seemed like a drama and the tuts and rolling of the eyes of the staff just didn't fill us with much confidence. So I only ordered a salad and fries and 45 mins later we still hadn't seen any food. Finally it came and the salad was hot. Not just warm literally been under a heat lamp. I left it and told the waitress and she just said oh. No apology no effort to discount the bill. There's plenty of better hotels in the area. I would never stay at this dark dingy hotel again. Needs a full revamp starting with the staff and thier awful attitude.

Firstly I must complement the chef. I was here for 4 evening meals, roast beef dinner, chicken dinner, turkey dinner, fish and chips. The meals were hot and presentation, some of the best I have had in a hotel. The staff were polite and attentive. Accommodation clean and comfy. We had room 109, ground floor. Only downside, drinks were expensive.

Being a BW rewards member I use BW hotels when ever possible. I have stayed at the hotel before a few years ago as a coach diver with a group, that stay was more than acceptable. When my wife and I needed a hotel in the Norwich area I suggested the Best western. Firstly I must say all the staff in the hotel were really very good, the problem was with the room, you know how bad it is if you have to ask if you have been allocated a refurbished room because you can't tell if it's been refurbished or not. I was told it was a refurbished room. The bathroom was dirty, you could see all the dirt behind the sink in the mirror, toilet was not cleaned properly and the toilet seat was loose and I had to visit reception to request toilet paper, no spare in the room , shaver socket didn't work, had to do without a shave for two days, all this was reported to reception only a faulty light was fixed. Beds were ok but just ok. The restaurant was very good and considering they were on a reduced COVID hit menu the choices were very good as was the food itself. Breakfast was very good, and like I say all the staff were very good. In all I think this hotel is short of some TLC.

This hotel is the absolute worst I have experienced. I travel a lot for work and never come across a hotel as poor as this one. Dirty room, bathroom fan sounds like a helicopter taking off and the website and menu in room showing sandwiches available 24 hours is a lie! Long wait for dinner due to coach tour so don't stay here on business! I did complete a form on the website and also emailed the general manager to give them an opportunity to resolve but still waiting for a response! Never again!

Everything was fine if a little dilapidated except for the DANGEROUSLY SLIPPERY bath tub. The sides of the bath were quite deep proving quite difficult to get in or out of. I am not the only one with this opinion, some friends were also staying there and thought the same. The staff were very efficient, lovely breakfast and evening meal.

I've stayed here twice this summer, both stays 4 nights (for work). Both times I've noticed that the room isn't very clean. This time there was a fake nail, and a bit of plastic wrapping on the floor - so if those get missed, there must also be a lot of less visible dirt. Seems that the rooms only get a very perfunctory clean. Not even that cheap other. Have stayed at the other Best Westerns in Norwich this summer (George Hotel and Annesley House) which were much better, nicer decor, better staff, cleaner and similar price range. Cleanliness is the main thing to improve. Also stains on bathroom floor.

This is not a luxury hotel, but it doesn't set out to be so, and is a good cheap short stay pitch. We needed somewhere simple and cheap to visit Norwich for the Tom Jones concert and that is exactly what it provided. The rooms are tired, but it is clear that there is an upgrade program ongoing as when we peeped into the room across the corridor it had a new shower suite and looked good. Our room is clearly past its best, but it was clean, and well presented. For the money that we paid it was perfectly acceptable.

I won't be back. Cons. Receptionist was very odd. Bed was hard. Pillows rock solid and smelt like old feet. Room phone didn't work. Bathroom fan very loud and wouldn't turn off. Air conditioning was broken. Workmen making loads of noise in the room opposite in the early morning. Said workmen carried on banging and drilling even though I opened the door and told them they were being noisy. Staff members standing in corridors chatting which woke us up. Staff members pushing a creaking stolen Sainsbury's shopping trolley with bed linen which was loud in the morning. Bedding not changed, despite an obvious stain. Walls are paper thin and we heard everything going on next door. Bar charged me £5! . . . I repeat £5! for a pint of apple juice which was poured out of a cheap cartoon in front of me. Pros Shower was nice. Blackout curtains work well. Nearby Carvery is nice. Parking is free.

I stayed here for three nights. Allow me to give you commentary. When I checked in the male receptionist very welcoming and friendly. Second day, my room had not been cleaned. When I asked at reception they told me that I should have been told when I checked in that I should put the notice to clean outside my bedroom door. When I checked in the friendly receptionist did not make this clear. Bed: old, smelly, soft. This hotel is in serious need of refurbishment for the rates they are charging. Night number 2. I went to the restaurant. It was closed and I was told that I could only order food from the bar. Best western website clearly has a menu displayed which is why I went to the restaurant to order some food. Anyway, I ordered a pasta dish and a starter at the bar. 40 minutes later, no food. So I cancelled the order and went across the road to the carvery , where at least you can get somewhat decent food for £8.95 and at least I did not have to wait 40 minutes and nothing arrived. Do not stay here. I think it is probably because this is a franchised property and the owners can not be bothered to spend any money on it. It looks old, smells old and the bedrooms look and decor are awful

The room was adequate for my stay and although a cupboard door was missing it didn't effect my stay; quality of sleep and cleanliness being far more important. I found the staff friendly and breakfast each morning was good.

Came for work away for a week to doors locked that couldn't unlock then doors that were unlocked locked themselves with rooms stinking of dead pensioner's and toilets that yawn. Hospitality of zombies and rooms that'd make you think there was an autopsy going on.

This hotel has been refurbished and rooms are very comfortable. Staff are very helpful and breakfast was great and well worth the money . Unlike other hotels who use Covid as an excuse not to provide extra crockery at breakfast or fresh fruit this hotel makes an effort to meet residents needs and to make your experience at breakfast a positive one . Loved it

Really friendly place to stay and food was excellent. The rooms are very tidy and the hotel was very clean and only four miles from Norwich my girlfriend and me was very impressed with the hotel worth a visit

I am staying in this hotel for business. And I feel at home. Is a bit out of Norwich center but it is a perfect hotel if you are in business around the area. Exceptional service. Good facilities. A good bar and restaurant and good breakfast. Rooms are clean and welcoming. Staff is exceptional.

After shielding for almost 15 months due to age and health reasons we decided to go away for a couple of nights, We were very apprehensive however we had no cause for concern. Social distancing and masks were strictly adhered to. Check in was very quick. Staff really pleasant and polite. The room was a bit dated but it was very clean. I did take my own wipes to clean everything down but that was my personal choice. Breakfast was very good. You could serve yourself to buffet cold items but not hot. You told chef what you wanted and he put it on plate for you. Bed was comfy.

Friendly enough staff but hotel looks very "tired". mould on the bathroom ceiling (Room 237), loose toilet seat, lots of weeds growing on the patio and a water feature in the garden which was not working and filled with dirty green water. Not the most inviting of hotels it has to be said. Went down for breakfast only to be told that we had already been as our room was crossed off the list (obviously the wrong name had been crossed out). Had to get approval from the manager before we could eat. Breakfast was OK when we got to eat it. All in all, could do better.

had lovely stay .room clean and bed comfy. breakfast buffet nice selection of hot and cold. Dinner was served on hot plates and very good servings. staff friendly and very helpful.asked for room not to be serviced but everyday a bag with clean towels and supplies left outside.

Usually stay here when working in the Norwich area, 1st visit here for several months. Location is great, check in was speedy and room was great, really quite at the back of the hotel. Hand sanitisers in all busy areas but the one to the 1st floor was empty, shocking! Plenty of space in the bar area and menu is good. Breakfast is self service and great value. Also, if you like sports they have BT Sport.

A nice hotel with a large car park. Check in and out was very swift. Room was dated abit. Needs decorating, especially the bathroom. Hotel is nicely situation. Staff are very friendly and helpful. Good selection of items at breakfast and nicely cooked. Both Chef and server were very polite and helpful. The Carvery across the road is very nice. A good hotel overall.

When we arrived, it took a couple of minutes to be checked in, however we were given a complimentary upgrade from a Standard Room to the Queen Suite, which was beautiful and a lovely surprise. The room appeared clean, well maintained, there was no outside noise during the night and we had a very relaxing stay.

We read all of the reviews and had low expectations. We chose this hotel because it was a good price, but it was also the closest to where my son is living and the purpose of our journey was to visit him. We were pleasantly surprised. The staff were all lovely- especially the chef who went out of his way to cook our eggs for breakfast, and offered them to be cooked in any way we liked. Our room was clean, the beds and pillows were comfortable. The room was cold on arrival but heated up quickly. The only gripe I have is that the heating/ air con was noisy even when turned off, but I'm not a deep sleeper so it didn't bother my daughter who slept through it. The curtains were great as they made the room dark which also helped. I generally don't sleep well away from home but I had 2 nights decent sleep and I'd visit again just for that. The location was good for us, but it's also very close to bus stops that go into town. Parking was free and plenty of spaces. For the price we paid it was excellent, and I will definitely book again on my next trip to Norwich.

We stayed as a group of 4 for 4 weeks in total whilst on Ambulance driver training. The hotel is in a good location for the main parts of Norwich - large car park, lots of space. The highlight of our stay was the friendly and helpful staff - in particular Bethany and Mayumi who looked after us well, always smiling and always happy to help! Rooms are not as bad as some reviews make them seem, the beds are comfortable and warm. AC and heating in rooms. All 4 of us had 4 different rooms each week so we have experienced 16 of the rooms and they are fine. Especially when you consider the price of the stay! Breakfast - lovely cooked full english everyday, sometimes bacon is a little undercooked but otherwise can't complain. The morning staff are very accomodating - happy to heat milk for porridge etc when requested. Overall a good stay and we would come back if in Norwich again!

This could be a good hotel because there are some aspects of it - location, parking and staff friendliness - that are very good plus the basic building is fine. But it is let down by being pretty scuffy and very tired. The net curtains at the window were covered in mould as was the roof of the bathroom. The armchair was thread-bare, the towels very thin and the furniture like something out of the 1980s. But the worst thing was the bed - very, very hard and lumpy and totally uncomfortable - sleeping on the floor would have been more enjoyable. Breakfast however was excellent - cheap, plentiful and well cooked with obviously local produce (Norfolk bacon and sausages!).

Upon first arrival I did think the outside looked very dated and it's location I did have second thoughts on going in but once inside my views did change as inside looked very nice and inviting and certainly different than from the outside. The lady who checked me in was very polite as was the bar man who after the first night knew Our drinks order before we even entered the bar area. When we entered the room first impression was very good however on further inspection the room had a lot of cob webs which would appear the room had not been cleaned since the lockdown which was a little concerning and the bathroom looked a little grubby. Even in the restaurant the lampshade was full of cobwebs which makes me think that no deep clean had been carried out prior to opening following the lockdown as we stayed the first week hotels were able to open and again very important where serving food. This hotel was very central for our needs however the beds were so uncomfortable and when staying for a few days could really feel all the bumps and springs and might be worth them investing into new mattresses. We did have two meals during our stay and would say the food was very nice and couldn't fault that at all.

We had a three night stay. The hotel was easy to find with adequate and safe parking. The reception was clean and airy and covid aware. The staff were friendly and helpful. The room was clean and good value with an excellent bathroom. The breakfast was large and nicely cooked. All in all a good stay

Hotel is very dated, I was in a twin room and the bed could do with changing, seems very old. There were no pillow protectors which is surprising particularly with additional Covid measures businesses have had to take. The room didn't feel particularly clean, mainly due to how outdated it was. But the rate was cheap so pay for what you get. It'll do for max 2 nights.

We needed somewhere local to stay whilst having renovations at home. Lovely sized room, really clean with a fantastic shower which I didn't want to leave! Staff are just lovely, really helpful and extremely polite and friendly. Highly recommend for location to Norwich for a shopping trip too!

We booked for an overnight stay with family on Booking.com. I feel like the pictures on the website aren't a true reflection of the rooms. The banister going up the stairs were dusty and dirty looking. The rooms were all oddly decorated nothing matched and didn't feel clean at all the carpets were filthy. There was mould in the bathroom and no hooks on the doors as they had snapped off and the shower curtain feel down as it was an extendable pole. The bed wasn't very comfortable my husband had an awful nights sleep as the mattress springs poked through. The cooked breakfast was dry but generally ok. The only positive of this stay was the friendly and helpful staff. Nice location but needs a good decorating and refurb.

Just visited today for the first time. I have travelled for 39 years so I know what a bad Hotel looks like. This is NOT one of them. Rooms are fine, food is nice, staff are very friendly. Bar lady Mayumi is just a star. The reviews previous by others must have been by either born moaners or just general sad people...

Usually stay here when working in the local area and the first visit here since lockdown. Hand sanitiser stations in the key areas and well organised with bar & restaurant layout. Room was fine, restaurant menu was ok and self service breakfast is now served by the chef and was superb. Finally, the lady on reception was fantastic, requested a high floor and this was arranged.

I booked 3 rooms, very tired and shabby. Our room 125 had a treacherous bath very slippery no rubber bath mat and my husband nearly slipped over. I reported this to reception. The bathroom ceiling had mould on it. My sister was in room 131 and she found a live beetle/ earwig in her bed. The breakfast however was very good value and the restaurant staff were very helpful, the food was nice.

How can best western even call this wreck a hotel??? Honestly one of the worst, if not the worst hotel I have ever stayed in. Terrible service, horrible rooms, rude staff, and appalling smell. The room I was in had a cracked shower head and mould around the windows and mirrors with a hair pin in the wall. For a “twin room” the size was appalling and the room I had was filthy. All twin rooms I have been in have 2 double beds as standard however this only had 2 single beds, and on Hotel booking sites this is not stated, and the hotel had no other rooms available so my family of 4 had to sleep in 2 single beds which left us all with headaches from lack of sleep and bad backs in the morning. Furthermore we couldn't l use the kettle in the room to make coffee for our headaches because the kettle was rusty. How can this place even call themselves a hotel when the rooms can not contain more than 2 people?? DO NOT COME HERE IF YOU VALUE YOUR LIFE. IT ONLY TOOK 1 NIGHT TO MAKE ME REALISE THAT THIS IS HELL.

Booked the new Queen suite for our wedding anniversary as a surprise for my wife. Get there and go to our room and find it to not be correct, go and complain and get told our room had already been given to other guests, get offered a free drink as compensation (which we didn't take) go back to the room and then find the air con doesn't work, again go and complain and this time get offered a free meal (again didn't take) so on the second hottest day of the year we get given a room which we did not book and one with broken air con, 5.30 in the afternoon and the room was 30 degrees, we did not stay. Left phone numbers for a phone call the next day after 10.00 from the operation director, shocker we didn't get a phone call at 3.00 pm I called the hotel to be told he wasn't in even though the night before we had been told he would be, 25 minutes later I get a call from a person who is the most obnoxious and rude person I have ever had the displeasure to have to speak to, I ended up hanging up on him. Spoke with best Western today who have launched an investigation into the poor service we received. The moral to the story is DO NOT STAY AT THIS HOTEL unless you want a really bad experience.

Recently visited the hotel, room was not vacuumed or not well done, some cobwebs on lamps beside bed, broken hooks for hanging clothes in bathroom, odour in both rooms we booked. Air Conditioning was not working to top it. We were provided a reason that all rooms were full and only few rooms had AC problem, but you have charged guests same price. Breakfast was fine, due to COVID all orders taken and served on table. Which is fine, due to just two team members, they were struggling to attend to every one.

After many years of wondering what the Sunday carvery is like here, I finally visited to try it. The restaurant is open to the members of the public. They usually have a 2 for 1 deal on the carvery (as advertised on the website) but they dont mention this when seating you, and theres nothing to say this on the menu they give you so be sure to mention it. The carvery price £14.95 but with the offer its just £7.50. The set us is a little different to most carveries, you go up and get the meat, yorkshire puddings, sausage meat stuffings, pigs in blankets, roast potatoes and gravy, which is all hep yourself (except for the meat obviously) but the vegetables are then brought over to your table. I believe the vegetables change weekly, but we had carrots, peas, broccoli, green beans and cauliflower cheese. Everything was cooked really nicely, it was great quality and very good value for money. The sausage meat stuffing was my favourite part, and the pigs in blankets, roast potatoes and puddings were really nice too. The chef was very generous with the meat. However, I feel that the set up makes things a little award. The issues I had with this are: 1) The food goes cold pretty quickly, as it takes a lot of time to share the vegetable dishes round and you are unable to pour gravy over the veg. 2) Theres not a lot of space on the table for the vegetable dishes 3) There were no spoons given to spoon out the vegetables, so this made it really difficult to put peas on the plate using just a fork, and also its not very hygenic if you have already put the fork in your mouth and want to help yourself to some more veg half way through the meal if you are sharing the veg with other people. Overall I would porobably rate this carvery 7.5/10, the food was very fresh and good quality and the carvery chef was a very nice man, really ask to talk to and made us feel very welcome. I enjoyed this visit.

8 of us travelled to celebrate our Aunties 80th Birthday and after having spent £100s at the bar can you imagine our disappointment when the bar staff said we were not allowed to give our aunt a little piece of birthday cake where we'd settled down, we were then banished to the lobby and had to move our elderly relatives to the drafty lobby. Not impressed an unbelievable bit of selfishness as bar food was being eaten all around us and we had spent a fortune on rooms and drinks.

What can I say. The whole day went off without a hitch. The staff couldn't have been more attentive and unobtrusive at the time. The maitre d' was outstanding, he made sure we knew what was happening every step of the way. The MC did an excellent job. Later in the day the staff were checking everything was running smoothly and every request was fulfilled with efficiency. As we were using the same rooms for ceremony, breakfast and night event, the changes to the tables were done very efficiently and the room looked stunning each time.

Nice welcome and quick check in. Room clean and good decor. Bathroom recently redone and was very nice. Only issue is windowsill in bedroom running with condensation and windowsill wet. Bar was ok and reasonable price for hotel but shutters went down at just after half 10. Breakfasts are good and fresh and the hot buffet is hot! Coffee also good! Quick check out.

Booked the tickets for this as a Christmas Present. It was a hoot and the four actors did exceedingly well over the 3 hours. Hotel stay very enjoyable with a lovely breakfast. Staff all very friendly. Bonus was it was actually £50 cheaper phoning direct than going through Trivago. Win win.

Ok if staying for work but not for family's bar food was mostly burgers restaurant menu was limited Rooms could do with updating good car park facilities lots of noise in the morning people getting up to go to work quick checkout and they price matched what I could have paid booking . Com

Nice hotel. Tasty dinner and breakfast. Lady in the dinner restaurant was very polite, and the main dishes were above average, as I have had a few. Bathroom needs a bit of TLC which would help, and AC unit noisy and inconsistent, but minor issues overall.

Booked here for a birthday celebration in November. Booked a table 2weeks prior to the date . On arrival I was told we would have to be out by 2.30 as the table was needed for someone else . Noticed all the other tables had crisp white cloths on them ours didn't . Ordered our starters to be told the pate was already not available. Prawn cocktails arrived and I was very disappointed half a dozen prawns laying on a lettuce leaf . All booked the Calvary . When I went to get mine there was no pigs in blankets, no puddings . Asked the chef cutting the meat for more to be told there was no more cooked. Food was lukewarm. Turned out they had 3 coaches arriving for lunch . Knew this when I booked my table . Did complain and only got a reply when I contacted head office . Was offered 50% off another meal but it was made clear they are extremely busy with coaches booked in for thursford. Would definitely not be returning and was very disappointed especially as we were celebrating a birthday .

The hotel is very ordinary. The bathroom in our room was very badly designed. The washbasin was too high and the taps protruded over the sink, making it very difficult to use. The food in the restaurant is very average and the buffet struggles to keep the food warm. Hot is out of the question.

Visiting Thursford for the Christmas Spectacular, we were booked into the Best Western Brook Hotel, Norwich for two nights, breakfast and dinner included. Situated about 30 minutes from the centre of Norwich, it's a welcoming, place to stay. The staff were all lovely and very helpful and friendly. The food was excellent and plentiful with a good choice of dishes on the menu. On the day of the show our evening meal was served at 3.30 to allow time for us to eat and then get ready without needing to rush, very much appreciated indeed. Our room was comfortable and clean with a view of the grounds from the window, pleasant at this time of year but during the summer months it would be even more so and would be a lovely area to sit and relax at the end of a busy day. Would I stay here again? You bet I would!

The Brook Hotel is located just outside the West of Norwich.We stayed here after a trip to Thursford by coach There is a large carpark with decent sized spaces. There was a good welcome and within minutes we were in our room.There did not appear to be a lift, so if you have mobility issues you need to ensure you ask for a ground floor room. The room was nice and clean with air conditioning and a pleasant bathroom.The shower was powerful but was only a mixer tap but not too difficult to control. The wifi was free and fast. We had a 3 course evening meal which was more than acceptable aprt from the chocolate Brownie which was dry and needed either cream or ice cream . Breakfast in the morning consisted of a good selection of cerials,fruit as well as cooked breakfast. Good quality 3 star hotel, but cannot comment on value for money as it was included in the price of our trip.

Third time at this hotel and up to its usual excellent standard. Room clean and warm Inspite of it being mid November. Bar meal at 21.30 at night was excellent, all three breakfasts were warm and tasty. Staff were very efficient and attentive especially Mayunui and Vali. Looking forward to our next visit

The food has improved 10 fold from last year, it was very tasty, well cooked and a better variety on offer. The rooms were clean and tidy. The staff were friendly helpful, however they did fall down in offering porter service to collect cases of those people with disabilities but left it to the last minute before getting them to the coach, this caused a little concern for a few people.

Me and my partner had are wedding reception at this amzing hotel couldnt ask for anything more the place is beautiful jay the wedding coordinator was unbelievable she made the day amzing and the staff was helpful and made it all easyer one of the staff members rocked a pram so the parents could eat, the food was to die for nice big plates with yummy food high standard the reception room was put together amazing everything was perfect my advise to anyone who is looking for a reception /party defo go to the best western the honey moon sweet was beautiful and massive loads of room bathroom was almost just as big as the bed room clean to a very high standard and very modern best western i give you 5***** will defo be back again

The Brook Hotel is OK. The bed was small and no mini fridge in the room. Food is good. Staff and service is excellent, second to none. I would stay there again and would gladly recommend this as a place to stay in Norwich. There is not much around the area so using a bus or taxi is a must if you are not driving your own vehicle.

1 night stay while visiting daughter at uni. Not far from the centre as long as you drive. Good sized room for 2 adults and a 16 yr old. Beds a little too soft for me personally, but the shower was fab. We didn't have breakfast for £10 each. A good price for the room in a quiet location. We would stay again.

The hotel was easy to find, convenience for work purposes as was on route and just off the main road. Friendly staff and comfortable room. Didn't try the food or the bar area however all looked reasonably priced.

Don't choose this place, almost £100 per night to sleep in a room that is set in the 1970's. I had the misfortune to stay here last week with my 82 year old Mum. (Separate rooms so 200 quid, breakfast not included) I didn't sleep at all because of all the noise and my Ma couldn't have a shower because the "shower" was a hose above a bath which she couldn't climb into. I complained, in the morning and the receptionist took my number and said the manager would ring me. No one ever rang me. DO NOT STAY AT THIS PLACE!!!

The lobby smelt of cigarettes, the rooms felt and looks very dirty and I would say the cleanest part of the room was the bed. The fan in the bathroom made an terrible loud noise but the water pressure was great. I ordered room service and it was not pleasant at all and I am not generally a fussy eater. I had minimal sleep after the rooms on both sides of me had their TV's loud enough to hear what they were watching. The following morning when I had breakfast, my arms kept sticking to the tables, even when I moved tables the same thing happened. I could see they were cleaning the tables after people had left but they were just so sticky still. The receptionist and staff were all very lovely and could not be faulted but the quality of the stay was just not good.

We have stayed on several occasions and our comments remain the same. The location is difficult to access -for traffic reasons - but the staff and facilities were very good. The bar food was ideal for us and we had ready access to the Clock Tower restaurant accross the road.

Stayed here for one night on business, the lady on reception was very pleasant and check in was very quick. Got to my room and noticed the air con unit was making a strange noise, waited for about 10 minutes and the noise continued. Popped down to the reception and explained the air con scenario and was automatically upgraded to another room which was absolutely fantastic. Probably the biggest bathroom I have ever been in, large sofa,huge TV and a very comfortable bed and a great nights sleep. Nice bar/restaurant area and decent self service breakfast. Staff are Superb in all areas and will return when next in the area. Well done Best Western Norwich.

Stopped by after a long road trip and needed a clean quiet room for a good sleep. After a speedy and friendly check in and I went to my room which was, large, very clean with a comfortable bed and nice view onto the lawn. Despite the hotel being quite full I had an undisturbed night and an equally effective check out. The hotel is well located for both town and the ring road so all in all very convenient and I will stay again. Top job!

Air conditioning unit in room leaking water, daylight visible through cracks in wooden window frames. Ordered a meal on our first night in the hotel, was told that 'we have 2 coaches in so there may be a small delay in getting our food' after waiting 50 minutes it eventually arrived and was utterly disappointing, gammon steak, only just cooked, onion rings that were undercooked so the batter was still raw inside and chips were bendy and soggy.

Adjoining rooms request not received at the hotel. Air Conditioning in room not working. Weird insects in the room. Staff listen to your issues but didn't seem to have any effective solutions. It was meant to be somewhere to rest at the end of busy day driving around.

Stayed over in a twin room with my son after an eventful day at great yarmouth races. Checked in around 9pm, found the staff very efficient, checking in was easy, found the room to be very clean and comfortable

This was my first experience of the Best Western chain of hotels, and I have to say it was a very pleasant one I would be happy to repeat. We arrived late on in the afternoon and were greeted by a friendly and helpful receptionist. Our room was spotlessly clean and bright, with a good-sized bathroom with a bath/shower combination. Our room came with a double and single bed, both of which were comfortable. Although we did not use the hotel's restaurant, we did look at the menu, and there were a good selection of meals or bar snacks on offer. The hotel is positioned just a short distance from Norwich, and is easily reached by car, bus or taxi. I do have a couple of niggles. The first concerns the bathroom. Being a Man of a Certain Age, I would have liked some sort of 'grab handle' either fixed to the wall or on the bath for safety when getting in and out of the bath when using the shower facility. Secondly, the SatNav post code is somewhat deceptive. When you come off the roundabout at Bowthorpe following the sign to the Employment Area, unless you have your wits about you, the GPS will take you along the road and away from the hotel. When you come off the roundabout and enter the road, about fifty yards on the right there is a slip road that leads, at time of writing, to the Namco Farscape (or Farscope ) Bowling alley. Take this road and you will see the Best Western car park IMMEDIATELY on your left.

We stayed at the Brook Best Western Hotel Norwich. I just mentioned it was our wedding anniversary treat and we were meeting up with some friends for a couple of days when I booked. We got a very reasonable price and we were upgraded to the honeymoon suite and had breakfast included without having booked breakfast. The staff were very friendly and welcoming, and the meal we had in the evening was really excellent. We will be staying there again next time we are near Norwich. We'll done Brook Hotel

We attended a Wedding at the Brook Hotel this weekend, and stayed overnight. The service from the staff was excellent. Nothing to much trouble. I have a problem with stairs, and they switched our room to ground floor , which we were so pleased about. Amazed as well because the hotel was so busy. Our room was spotless with some nice little touches. Breakfast was superb with a good choice of both continental and cooked. I will certainly be using this hotel again, our first time of using Best Western. I can highly recommend this hotel .

If you are considering staying here please ask for a room that does NOT face the courtyard particularly close to the kitchen. There was a air con or cooling machine very close to our window which made a blowing noise all night. The noise also came from the roof over the kitchen. Couldn't open the window for the noise. If you are a heavy sleeper you may be ok but otherwise ask for a room away from the courtyard. The air con unit in the bedroom was noisy. The room was very clean and well maintained. On a good point the breakfast was excellent. All cooked very well and a good selection.All staff were all really polite. Everywhere was very clean. The couryard area could have been tidied up. Dead plants. The evening menu wasn't too bad. We were on a coach party and had a different menu. The evening meal food was just OK. Overall we enjoyed our stay. It was our first time in Norfolk and we loved it.

From going to the room was a strong smell of cannabis, the room smelt funny,we were kept awake by a whining noises (not the air conditioning unit) £10 for breakfast is steep,the pictures will show condition of room which the manager only thought the netting was worthy of complaint, beware of lightning in the bathroom there was no direct light above mirror for washing (L E D) not powerful enough even though the manager said it was adequate

Due to abnormally hot weather stayed here due to having air conditioning but it was only in the bedroom not foyer/bar/restaurant. The bed was not comfortable or comparable even to a travelodge certainly not an Express Holiday Inn/Premier or equivalents. Stained carpet, ugh shower curtain! no iron & board. Awful pillows. Very, very indifferent reception staff. Food expensive and not good. Would not recommend.

Located just outside the West of Norwich is the Brook Hotel. It is very easy to find, there is a large carpark with decent sized spaces. There was a good welcome and within minutes I had my room key and headed to my room. It was a bit of a trek but got there in the end. There did not appear to be a lift, so if you have mobility issues you need to ensure you ask for a ground floor room. The room was nice and clean and more importantly nice and cool. This was the hottest July on record so a cool room was so welcome. The wifi was free and fast as are all Best Western hotels. The shower was powerful but was only a mixer tap with no thermostat control. The water was extremely hot, however, when mixed with cold it kept a consistent heat. I would be concerned about younger children or elderly scalding themselves. Breakfast in the morning was very nice and although included in my room rate, the breakfast price was very reasonable. There did seem to be non-guests eating breakfast here which is a good sign. There was a good selection of fruit as well as cooked breakfast. My only bugbear is having to ask for coffee and not being given a coffee pot. It was not an issue getting the coffee but I like a refill when I want not when there happens to be someone passing. I did eat dinner in the restaurant which will be reviewed separately. 3 very comfortable cool nights on the hottest days of the year, with good staff and good breakfast means I will certainly look at staying here again and will not hesitate to recommend it to others. Just need to perhaps address the shower water temperature issue.

Satisfactory for overnight. Beds comfortable. Rooms reasonably clean. Restaurant was very average. We had to wait a long time for main meal and there were only a few people eating. It was much further from the showgroung than I thought. It took a good 45 mins to walk. The Premier Inn is much closer.

Arriving was told I was getting a suite. The bathroom was nearly the size of a normal room. Clean and tidy and nice main room. Should have stayed at the hotel for food just fancied something different. Can't comment on the breakfast had to leave after getting a call about a family bereavement. If in the area will stay again. Thanks.

This is a hotel that is privately owned and operated, as are all of the hotels which make up the Best Western portfolio. It is a 3-star hotel for business and leisure with conference facilities and function rooms. This hotel is located on the outskirts of the city of Norwich. One mile from those exits off the A47 Norwich southern bypass to and from Swaffham, signposted (Norfolk Showground/City Centre) and so, when entering the outskirts of Norwich coming from from this direction, the hotel is situated on the right hand side of the roundabout where the city suburbs of Costessey and Bowthorpe meet. As a point of reference The Brook Hotel is approximately 4 miles west of the City Centre, just off the Dereham Road. Both the outer and inner ring roads are a relatively short drive away, so Norwich International Airport to the North of the city's centre, and the train station (known as Thorpe Station) to the East, is accessible, as are all major Norwich businesses and attractions. Hotel Condition: The hotel stretches long over a large area, with ample parking to the front and looks welcoming, well lit, and to a high standard on approach. The reception area is modern Details of room, Cleanliness and Condition: Good. Our twin bedded, air conditioned, room was spacious with a view over a central courtyard. En suite with bath/shower, toilet and basin – well maintained. Bedding and the towels were fresh, bright and clean we thought this to be a a real plus point. Breakfast: Traditional English breakfast items available, The cooked food, well prepared Reception staff: Good customer service

Stayed one night away for work. The hotel is well located and easy to find on a Sat Nav. The room was well appointed as was the Bathroom. Great Breakfast all cooked fresh and a good srvice from the staff. The hotel was very quiet which doesnt help to give any real atmosphere. Didnt eat in the reastaurant so cannot comment on dinner menus. Based on one night it was fine.

Stayed here for 4 nights but was rather disappointed with the room in particular. Initially were told we did not have a feservation which included breakfast but this was swiftly sorted. Then the roomissues slowly identified themselves. The wifi would not work, but came back for a few hours on Sunday. After returning Saturdayevening,the hottest day of the year we found the aircon would not work, promised fix never arrived. The windows only had one handle not two,and these were loose.Overall the room was tired with particular issues with the Bathroom. Mound behind taps, stained WC and missing caps on the taps. To name but a few. To be fair before leaving I asked to see the manager and explained my concerns. She asked me to come back when I checked out and made a suitable offer due to the inconvenience caused. Such a shame as staffwere helpful and polite but basic failings in maintenance and housekeeping tended to spoil the stay.

I have stayed in many hotels with different ratings etc but this hotel had one ingredient that others often lack. A great team who worked hard and were always happy. This made our trip so much better; the service was first class and I could recommend this hotel to anyone. Apart from the staff the room rates were reasonable, their menus, both in the restaurant and in the bar gave a wide choice. The breakfast offering was superb. A great stay.

Stayed here for one night over the bank holiday weekend. Hotel is quite hard to find if you follow google maps, the maps take you a few hundred yards up the road so be weary. Hotel looks a lot better inside than outside and is decorated really chic inside. We was given a room on the ground floor (138 I think). When I got there the room didn't look the best and it had a noisy air conditioning unit, I complained and they instantly moved me to a new room on the 1st floor which was 227. This room was a lot better and much more modern. We had a good sleep in the nice beds and left the next morning feeling refreshed after a pleasant stay.

We stayed 10th may for 3 nights as my Brother and his Daughter celebrated their 60th and 30th birthdays and their party was held at The Brook in one of the function rooms on the Saturday evening. On arrival the hotel looked ok although once inside it looks much better, Check in was quick but sadly the room we were given was on the second floor and was such a long walk with cases etc... my elderly mother found it hard going by the end of the stay, we had Room 237 overlooking the courtyard in the middle my mother was opposite, the room looked a bit tired and the bed was terrible we had a dip in the middle so rolled into it each night with an aching back for a week after, we did tell reception on leaving as we didn't want to make a fuss and change rooms with my mother being opposite and are friends a couple of rooms down, if you are short there maybe an issue with the height of the hand basin especially while cleaning your teeth and rinsing the toothpaste away. There was plenty of storage space in the room and it was ok for the 3 nights. We ate mostly at the hotel and the evening meals were good with plenty of choice, the breakfast was good once again plenty of choice, the carvery on Sunday was ok but not much meat was offered like some we have been to before. The staff were all very good, Jay especially looked after us if we had to name a member. We had a lovely evening at the party on the Saturday evening, we would stay here again but would request a room nearer to reception and make sure the mattress was better.

Very reasonable price including a great English breakfast, free parking , we booked for the first time as we were attending the 80s festival nearby and will most definitely rebook again for next year.

We stayed here whilst going to Sunday Sessions in Earlham Park. It is apparently 2.7 miles walk there. We actually got a taxi, and it seemed longer than that, but that might have been the route we were taken. The hotel is like any other corporate hotel. Reception staff were friendly, we were staying with friends and arrived and checked in with them. They had a room upgrade whilst we didn't which I thought was a bit odd, but our room was fine for one night, a bit dated, but bed was large and comfortable so that was the main thing. Reception staff were nowhere to be seen on our return in the evening and the bar was shut. Our friends needed their room key, but eventually someone surfaced to sort it. Breakfast was buffet style, served until 10am and fine. My friend requested vegetarian sausages and poached eggs which arrived at the tanle, no problem, otherwise it was help yourself to normal English breakfast. Parking was easy and free. I would stay here again if in the area and needed a relatively cheap overnighter.

We chose this hotel as it was reasonably central to the areas we wanted to visit. We arrived by car from Dereham & hotel was easy to locate, just off the main road. The reception area is spacious, off which leads the restaurant & bar. There are two floor s but no lift. Room was a good size & well appointed. The hotel was quiet so sleep quality was good (we're very light sleepers) Breakfast was excellent with a wide range of food. We used the restaurant one night & whilst food was OK my wife chose the chicken breast that contained bones. When having CB in other places it's always been boneless, I appreciate chicken wings & legs will have bones but not breast. We mentioned this to the waiter who seemed surprised we thought it should be boneless & said they'd mention this to the kitchen. Another small grouse was that there were no flannels/face cloths in the room. Not a problem as we brought our own, just in case! One plus point was the bath was quite new & the water nice & hot. The bar serves meals also & they were good with large portions.

Just spent a weekend in the hotel for a relaxed site seeing and the only fools and horses meal , was a fantastic weekend staff were friendly and welcoming room cleaned daily the breakfast buffet was excellent sunday carvery worth every penny. Will be back again very soon

I've stayed at this hotel three times before - and each time has been excellent. All the staff are very friendly, in particular Summer and Gareth who is the General Manager. It's an ideal location on the edge of Norwich for exploring the local area and the city centre and is quite a relaxing base away from the bustle of town. The evening restaurant and the buffet breakfast are both fantastic and the bar area has sky sports for the football. Will definitely go back if I can!

A group of us stayed here for business end of April. Wow the food in the restaurant was superb. We ordered a range of mains and desserts and were blown away with the quality and presentation of the food. In addition our server was very impressive and delightful. If I lived locally I would be a regular in this restaurant !!

Ideally placed hotel for my trip with helpful staff and decent rooms. The restaurant menu has a good range of meals but the bar menu could probably be doing with a bit more varied choices. This isn't the first time I've stayed here so that in itself is a good recommendation.

I've been there now nearly a year , working on a contract just a couple of miles away but if it wasn't for the fact my company pay the bill I would find somewhere else , not the best but not the worse

We booked this hotel last minute as we needed to stay near the Norfolk & Norwich Hospital where we had been all day. We hadn't eaten and the hotel was stated to provide 24 hour room service. However when we arrived, stressed, tired and hungry, we were told that everything in the kitchen had been stripped down. We couldn't even get a sandwich. But we were invited to order in a takeaway. It was past 11pm. The room was fairly shabby, and the bathroom even more so.

We stayed for a weekend as had a job interview in the Saturday. On arrival in the Friday the car carpark is nice and big with plenty of free parking. The reception area again nice and big and well looked after. Staff very nice and friendly could not complaint at all at this stage. ROOM 229 Now I have put the room number as I hear some rooms are being redecorated. Nice book room but twin beds sure I booked double beds but can't find mention in the booking so maybe my faults. The room smelt a little damp so thought I would open the window and discovered the window was soaked and mouldy. Had coffee as nice and cosy in the chair watch a bit of the modern flat screen although very limited channels. I opened my laptop and connected to the FREE WiFi, not really free as only available to guest so not what I call free. It is password protected so secure as can be for public WiFi. The speeds was terrible for even the basic tasks of email and websites. I often find this the case so brought my 4G modem After my coffee I needed the toilet, you have to stand and hold the toilet seat as your standing there or take the risk of loosing you man hood! Later I decided to have a shower and must say the water pressure was really good and the water was nice and hot. The only annoying thing was the shower curtain would blow into the bath and stick to you and the shower curtain got caught sling the rain as you open and closed them. The walls around the sink had snot smeared over the wall. Now I am pretty sure the staff did not do this and some scummy custimer did but I really did need a clean. After a few drinks with the Mrs we decided to go to bed and have a good sleep for my interview the next day. This really was the worst night sleep I have ever had. The bed must be quite old as the spring could be felt digging into my back and everything I rolled over they really did make alot if noise. We had to the turn the Aircon off as it was so noisy and I had Aircon at home before and mine was never this noisy. The unit itself looked like it could do with a clean. On Saturday morning I woke up with back ache and I never get back aches. I had another nice coffee and made used the iron and ironing board, was all nice and new. Feeling tired but looking good for my interview. On the way out I felt I had to tell reception about the bed as I don't think I could have another night like this. The lady in reception was amazing and could not be anymore helpful. She moved us into room 215 The Honeymoon suite. All arranged when we come back report to reception and we could swap over. When we came back reported to reaction and everything as good and as promised. Room 215 is so much better, bigger and cleaner. The sofa was getting to the stage where it needs a clean but I understand these rooms are used. A nice big double bed and the bathroom is huge. The bath seemed to leak from the taps and leaked all over the floor. I soaked this up with a towel and has a shower instead and it's a glass shower so now curtains getting in the way. The lights on the mirror did not work but the main lights are bright enough. One of the table lamps has poor wiring and you had to wiggle the switch to get it to work. Really looking forward to a good night chilling and some sleep. Put the TV on and the remove don't work so well from the bed and it's quite far. We do have a sofa in the room but was looking ford to bed in TV. Turn the Aircon off again as it's still noisey. The noise from the road is quite loud and feel with better windows this can be reduced. I live near a main road and I don't hear cars just the odd bus at home. The bed, well it was a little better as it was a bit more comfortable but could slightly feel the springs but much quieter than the other bed. If I was to rebook I would ask for one of the newer rooms and ask if the beds are sprung beds. I would never sleep on a fully sprung mattress again Writing this at 5am as I can't sleep.

I won't stay here again. There was no hot water. Initially reception suggested alternative arrangements such as using a different room but then never called me back. On asking again the solution offered was to wait and see if it came back on. When I asked for a refund I was initially told I wasn't entitled to one and then that nobody could authorise it. I've since spoken to the Operations Director who has promised me a refund but I haven't received one.

Good size room, although difficult to get to a good temperature at night. Nice restaurant and quality breakfast for the all in price. Good location for the industrial areas and ring road. Nice service.

This hotel was perfect for our weekend away exploring Norwich. Being less than 10 mins away from the centre, easy to find off the main room and plentiful easy parking onsite our arrival was stress free. The reception staff gave us a warm welcome on arrival and all staff were very friendly and attentive during our stay. The reception area was clean and inviting showing a large welcoming lounge area and restaurant area. We had a luxury suite for our stay which was amazing . Our room was spotlessly clean and had all the facilities you could need including our own sofa. Indeed bathroom the was larger than our own bedroom at home complete with his/her sinks, bath and shower and completely faultless. The WiFi worked perfectly in our room as well the lounge areas, and given we were on the 2nd floor so I was very pleased. We took advantage of the restaurant for Saturday night, and were really impressed how good the food and service was. It was well presented, good portion size and most importantly tasted fabulous. Despite the car park being fairly full and other guests around, we found the hotel was peaceful and quiet and we were able to enjoying chatting around the bar, before retiring and not being disturbed throughout the night. The breakfast was brilliant . Self service with hot coffee served to the table- and having stuffed ourselves we managed to walk it off and carry on exploring Norwich centre very pleased with our choice of hotel which was fantastic value for money.

Lobby, restaurant, stairwells and bedroom are modern and very nice. Bathroom and hallways look they've been forgotten or decorated poorly. Staff are extremely friendly, breakfast was good and decent value but a couple of letdowns like the hard to open/close bathroom door and toilet that had a low pressure flush made the review lower than it could of been.

Shred room with a friend to cut costs. quite a good location, but difficult to walk to near by areas, due to walking in a roundabout. Near bus stops. The only trouble with Norwich is the last bus from the city centre is 11:00 so bear that in mind when going out later than that

I stayed for 5 nights for business, from the outset the hotel was very quiet. Staff were attentive, hotel was clean and well presented. Food was excellent, evening meals very nice (being the only person in the restaurant for 3 nights is a little lonely though), breakfasts were always well stocked. Room was tidy, shower was unbelievable - hot and very powerful! Bar prices were a little steep but other than that i had a very enjoyable and peaceful stay.

Stayed here for just the one night and quite satisfied. Booked the room for a good price. Room was comfortable and ckean. All the staff I had contact with at reception and In the dinning room were extremely helpful and pleasant. Food was very tasty and reasonably priced. Recommended.

On behalf of myself and my husband we both would like to thank the best western brook hotel for hosting our wedding on the 19th Jan 2019 they catered for our every need that was requestered of either myself or my husband we both would like to also thank Jay lamb who was our wedding coordinate she done a fantastic job with all the stress of the wedding and that was needed to sort out on the day the rooms and food were amazing and finally we both would like to thank a young man call Jay who had to deal with a difficult situation during our evening reception and he handled it remarkably thank you to all the staff at the best western brook hotel for hosting our wedding you all done an amazing job. We look forward to having many more stays with your company in the future. Thank you so much from Mr&Mrs Bloice

Visited family for Grandaughters 1st birthday. 2 rooms booked on check in rooms were apart. Receptionist put us closer together. Room excellent very comfortable air con also electric heater. Plenty tea coffee ect. Staff very polite and friendly. Would stay again.

We stayed at this hotel for a overnight stop on our way to our main Christmas holiday We stayed in the Queen Suite which was very nice but the bed is awful. Avoid like the plaque if you want and need a good nights sleep the mattress is so old and thin and we laid on hard coil springs digging into our backs it was so bad I could not sleep and slept up right on the sofa as best as I could as it's not big and long enough to use a bed .. the room was freezing with a little electric heater we asked for more bed covers which caused chaos as they said they don't have extra spare duvets in the hotel and put a half size towel in a empty king size duvet cover ... what good was that going to do ? Food was ok. Well over priced avoid potato wedges could not believe what I was served Our first day of our holiday will now be challenging due to a extremely bad sleep ! Think before you book this hotel and try to avoid the Queen suite if you want to sleep

Booked for two nights inc breakfast. Arrival went smoothly, no problem, very efficient and polite staff. Room was fine on the first floor, nobody above which I prefer though I couldn't find a lift. Asked at reception if we could get a meal to be told that the restaurant was busy with a party booking of some sort and it would be best to book for 1930 which we did. Went down at 1930 and given choice of table as only six other people in the room. All then went wrong. Other started complaining that they had waited too long and we waited 2 1/4 hours. Meal itself was substandard and one other guest rejected hers. Desert was Ok. At 0200 am loud noises coming from another room, woman screaming at someone and what sounded like furniture crashing around. Enough to rattle the light fittings but not obvious which room. Hoped it would stop so didn't call reception. All quiet at 0430. Heater was noisy too, wheezing and gasping. louder if switched on! Breakfast was good, very nice. No problems second night but didn't risk the restaurant. Seems priority is given to group or wedding booking which is fine if we had been told that it might be a problem giving us the option to dine elsewhere. Relatives have stayed here and experienced similar issues with the restaurant. There's a pub down the road and if you don't mind burger type joint, there's a bowling alley almost next door. Next time it will be Holiday Inn Ex at Asda a mile or so into town on the ring road.

Homely hotel Staff friendly and helpful. Room included WiFi and wide screen TV. Wedding reception held on the premises which was convenient for guests staying at the hotel. Breakfast was decent and the hotel was relatively close to the main train and coach station.

Room was cold on arrival. So much so, that we checked to see if window was open. Tried to start the heating, but guessed it would kick in soon, so went to the bar, to give it chance. Didn't work, so called reception. They brought a heater, no questions, immediately. He told us the system was down on the whole wing. Heater was small and barely took the chill off the room. In the morning I registered my complaint again, with reception. They again said they were totally aware of the issue and maintenance was imminent. They knew already. Why weren't heaters already in room? Why weren't you up front and telling us? Why no offer of a drink, or something, in an attempt to give room chance to heat up? Anyway, I had to chase the complaint, as a promise of a call did not materialise. Eventually cust svcs forwarded to Gareth [-], who's reply was, that he checked everything. It was working. We didn't turn it on right, No refund. Unfortunately Gareth. We saw heaters in all rooms. Evening and morning staff both confirmed system was knackered and repair staff called. You may want to check your story, before you blatantly lie. Disgusting behaviour!

Arrived at around 17:30 on Thursday after a long day travelling and attending a funeral but decided to stay in Norwich having liver there for many years and both my parents retiring there sadly to pass away there. A coach arrived with elderly guest's I joined the line of people when I got to reception 15 minutes late was told by person there I would need to sit down and wait until he had booked the remaining passengers in, I explained that I was slightly disabled and would really like to sette in my room before going to eat and was told I will get to you when I have done this. When it became our turn my wife who had waited around 15 minutes more was them pushed out of the way by members of the coach party coming back to reception with their signed sheets and menu choices for that night, we were then given a sheet which only I could sign and my wife said that I was unabl to walk over there again and brought it to me to sign, On getting to the rooms we found it cold the heating was set to 14 degrees I turned it up to 20 degrees, the TV remote was broken and had the batteries taped to the controller which you had to press in to make it work, I notice whilst freshning up in the Bathroom something on top for the wardrobe, My Son checked and said its dirty underpants and socks, there were holes in the door the lights sounded like they might explode, there were several issues with decor in the room, which needed a make over sooner rather than later. On leaving the same person on reception checked my card looked at me with an icy glare and said okj you may now leave, like I was asking permission, when I got out to my car i found another resident had parked so close to my car I couldnt get in, I mentioned it along with the car registration which was looked up and was told the customer had requested not to be disturbed, so I said with a car par as empty as it was why park so I cant get in car, I was told if i could access passenger side then climb over, as I am not disturbing someone who has requested not to be. I will never stay at anoth Best Western, and I paid 63.00 for 1 night, I could have stayed elsewhere cheaper but have stayed in one or 2 other best western hotels and they have been really great.

Went to hotel for 2 nights to finish off a bit of Christmas shopping can't fault hotel at all breakfast good and hot nice room 206 very clean staff all very pleasant would definitely stay again nice and close to norwich

Visited the Brook whilst attending a business meeting, great facilities, well equipped and spacious meeting room, lovely and clean with plenty of parking. Lunch was delicious and so was the coffee, we were well looked after by an attentive and friendly team who made every effort to make sure we had everything we needed.

We recently stopped as we were guests at a wedding, the rooms are nice and clean and the bed was comfortable. Bathroom was quite small, but usable. Tea and coffee in the room. The food that was served for the wedding was lovely. Breakfast in the morning was good. Not far from the city.

I do not even know where to start with our terrible stay. All I will say is that I would check if there is a wedding on as you will not get any seep. During our stay there were Weddings both the Friday and Saturday night and the place was like a youth club with adults running round the corridors till 4 am shouting and whooping. We did get the porters to have a word the first night but it didn't resolve the issue. Night two was just as bad and in the morning the corridor had cigarette butts lying around and cushions missing off furniture. We sent an email to Gareth Stone and his reply basically stated its not the Hotels responsibility how the guests behave. I have a copy of this email if anyone would like to see it. Best Western Customer Services will not help either as looks like each hotel runs independently and is more of a franchise.Nearly forgot how my 7 year old daughter was terrified with all the bad language and screaming and could not sleep at all. Just hope that whoever Andy was he had a great night as he seemed the ones name that was shouted the most. I would avoid at all cost

stayed at this hotel for business and the service i experienced was very good and the hotel was able to accomadate my early start making sure i had the breakfast. The room was clean and the bed was extremely comfortable

I have stayed in this hotel 4-5 times. I use this hotel to concentrate on my work and for nights out in Norwich. The reason why I have rated it one star is because I got given a double room downstairs in which the toilet smell like someone has just been in there and the room it self smell like dust and smoke, The walls had stains alongside someone cleaning their nose and wiped it on the wall where it was left to be dried. Also stains in the carpet and stains in the side of the bed (room 136). I've called reception soon as I walked in as did not feel well in it where the receptionist didn't listen to what I was saying and just said so you want to change rooms?! Right I haven't got any other double rooms, I said but I want a double room. They said they would call me back within a few minutes see what they could do. Despite a nearly empty car park with 4-5 cars I was told no other double rooms were available, but they could give me a twin room upstairs (refurbished) I took it as I don't have to time to be looking for a different hotel today. I understand rooms have to be filled but maybe charge different prices for the better rooms as some people would happily pay slightly more to feel more comfortable. I have been given one of the older rooms before aswell which was a lot more clean than the one this time.

We stayed here mid September and had a great time. I got the most amazing rate for the honeymoon suite with breakfast. Even receptionist commented on this. We loved our stay and everything and everyone was great, looking forward to going back in the future. Breakfast was very good and couldn't fault it, so much to choose from and staff always on hand. We recently stayed at a sister hotel best western Oaklands park Norwich and the difference between the two a big difference, complained to Oaklands as awful stay and still waiting for a reply 6 weeks later and serveral emails later, So I totally recommend Brook hotel as a much better hotel and how great the staff were, the other hotel do not care about their guests and repeat visits but brook hotel I highly recommend to all my family and friends. Thank you

I stayed here last week 22.9.18 with my daughter as she was moving at the nearby uni the next day. I was very disappointed by the hotel the lobby and bar looked lovely. But extremely disappointed by the dated, very basic room we were given. The sheets and pillows were stained, the toilet stained and the hairdryer that was left on the desk as we came in was covered in thick greasy dust?? The pictures make it look like a bargain at £72 but it was so basic and not clean and the ground floor we were on was very noisy through the night. Very disappointed!

We were booked for two nights but only stayed for one. The room and corridors smelt damp/musty. The carpets were stained in places.The bathroom floor was dirty the toilet was stained, there was also dirty marks on the doors and handles. The mattress and pillows were so uncomfortable the duvet was also very thin. The only reason we stayed one night was because we had already had a long journey to the hotel. It was the worst sleep myself and my partner have ever had. Noisy...not for the light sleeper

Stayed for a week during the hottest summer. I was working nights, but the air con worked very well to keep me cool. I had work to do so remained in the room during the day and tried to watch TV however the signal was really fuzzy on most channels. The room was tidy, the shower was nice and luckily the hotel was quiet.

We needed a hotel that was just outside of Norwich as we spent half of our trip there and the other half in the surrounding towns, so in terms of location for us it was good - but we didn't particularly enjoy spending much time in the hotel. We had to change rooms as the first ground floor one didn't look like it had been used in a while, our second room on the 1st floor was better, but still didn't look exactly like the pictures you see online, it was a lot more basic. There was a fair amount of space in the room which is always good, but given it was out of the centre we expected a more room than the average hotel offers anyway. The biggest downside to our stay was that we left one of our phone chargers in the room, we'd checked out and drove to town before we realised, and called reception not long after, only to be told the room had been cleaned and the staff had not found a charger... We knew we'd left it in there and remember not plugging it out of the socket, so we can only imagine that one of the housekeeping staff found it and didn't own up? We were very disappointed as up until this point we were happy with the staff, but they didn't appear to sound apologetic or follow up our concerns that one of the staff may have taken it, as chargers, particularly iPhone ones are expensive these days if you want one that won't break after a few weeks. This complaint is of course nothing to do with the room and entirely down to our experience, but maybe try not to leave your charger in the room if you do decide to stay here.

Very clean and tidy room nice and quiet . Tea and coffee facilities in room. Breakfasts plenty of variety fresh and hot and very tasty . Very good deal . Staff very polite and helpful. Location is good for travelling out.

My Husband and I stayed here after a Firm's get together. We were put on the top floor, right at the end. It was very musty and dust was in the air. The room was stuffy, but they did provide us with a fan when we got back. The room was small and nothing special. Good tea and coffee making facilities and it was clean.

Stopped for two nights Saturday and Sunday. lovely clean hotel and very helpful friendly staff, the breakfast buffet was superb and the meals in the bar were served quickly and good value for money very enjoyable stay

Let me say the good points first 1) Great value - We paid £160-odd for 2 people for a 2 night stay in a twin room with breakfast 2) Food very good. We ate in the restaurant 1 evening, and apart from the lamb chops being under-cooked the food was good. Breakfast was of an excellent quality. Bad bits. Air Con - The hotel advertises on it's site that there is air con. Our room (108) did indeed have an air con unit, but it was so ineffectual to be of no benefit - but there was a fan in the room Room Dated and in need of a complete revamp. The bathroom was in a poor state, with a toilet that didn't flush properly - although we reported this to reception, it wasn't properly rectified. Someone wrote in another review 'you get what you pay for', and, of course, that's very true. Would I stay again? No. I'd rather pay more for a better quality - but it served a purpose - 4 guys on a 3 day golfing trip meant the value was a big factor

Lovely clean, friendly hotel. Excellent breakfast. Ate twice in bar and the Texas bbc pizza was exceptional....one of the best pizzas my husband had ever had so well done chef. Shame hotel's on a busy road.

We stayed here while there was a wedding on in the function room, you can hear every footstep in the halls, there was a fan outside constantly running it sounded like a plane at 2000 feet, not too loud but annoying when it is on constantly, the beds are a health and safety nightmare, they are 2 singles pushed together with very free running castors on them, I ended up on the floor I am recovering from a recent bad back injury and luckily it didn't cause any further issues, but for the old this has potential for serious injury, the beds need to be separated or strapped together, the breakfast was good and the room and Aircon was also good. Overall this hotel is good value for money.

Only stayed the weekend, but very well run and friendly hotel staff, breakfast was plentiful and tasty. Rooms were air conditioned which was very welcome as its the hottest summer on record. Plenty of parking

This hotel does not allow dogs. When the lady answered the telephone I wasn't even sure whether it was a hotel as she answered yes and when I asked was it the hotel she said yes what do you want? After I asked if they allow dogs as it's advertised as such I was told no they don't. It is on the internet on booking.com and in here as a dog friendly hotel.

Room was old fashioned, dirty and just not worth the money we paid. The 'air conditioning' was a dirty small desk fan which I had to take apart and clean with wipes. Obviously kicked into an end room due to the fact there was a wedding on. We went to reception at night about 9pm to ask about new bedsheet as our were covered in little dead flies. Half nine came around and still no one came to help. I spoke to the restaurant manager (Radu) who came and dealt with the problems we had. Lovely guy and helped us as soon as he heard about it. Restaurant was very nice, food was good and it had a good atmosphere.

Me and my partner stayed here for the night as a get away and I was disappointed with the room. There was spider webs all over my room and most electrical wires was out. We booked into a ‘suite' but we got a double room. The staff was rude. It was nothing like what they explained on the website and I will not recommend to anyone and I will not be staying again.

Friendly efficient check-in, comfortable accommodation including modern bathroom, all clean and tidy throughout. Restaurant a touch pricey for dinner but bar food menu offers a reasonable selection of pub type dishes. All staff very helpful.

We stayed as we were attending a wedding reception at the hotel. Friendly and helpful staff throughout - the receptionist, bar staff and housekeeping. Our room was clean and spacious with the added bonus of air conditioning (as we actually seem to be having a summer this year!). Hotel well decorated in the communal areas. There was a good selection at breakfast. I'd definitely stay again.

The room was clean and comfortable, traffic noise a problem - window open due to hot night. Menu- the item we requested was off - not replenished by supplier. Staff excellent but light breakfast not delivered. Expensive in comparison with other accommodation at £80 per head for a bed

The hotel room we had was beautiful. Really spacious and modern. The staff are lovely and attentive. The bed was comfy and we slept really well. It's in a good area and close to the city which was handy! Will definitely return.

On arrival hotel reception was a little offhand and though we had booked the hotel 10 days in advance, we were asked to pay for our 3 nights stay immediately. The menu was extremely limited and the food from that menu was not to a standard expected from a hotel of this rating. At the dinner table our server asked if we would like any drinks, for which we said yes. At the end of the meal the same server asked us to take his bill to Reception and to pay for our drinks before we left the restaurant - not an expected action from a Best Western Hotel. As the menu is only changed every 5-7 weeks with no Specials or any other variations on the menu, this hotel is not for people to stay at more than 1 or 2 days. The room and other facilities were at the rated standard.

First, the good news. My room was clean, the water hot, the bed comfortable and there is a pleasant bar area. The television and hairdryer worked. Otherwise, this is a very disappointing hotel. The 'beautiful garden' is a small courtyard full of fag ends. The bath in my room was badly chipped, the toilet simply didn't flush, the free WiFi kept kicking me off (both phone and computer). Even the kettle was so badly designed that it was possible to pour boiling water all over myself. The food is terrible and the prices outrageous - £17.95 in the restaurant for the exact same burger served in the bar for £10.95. Our party of six ate here two nights in a row for practical reasons, but everything was bad: the fish overcooked, the 'risotto' a plate of unseasoned rice and squash, the pasta with salmon a plate of bog-standard supermarket pasta with very little fish (again for £17.95), the lamb came with a block of pre-frozen potato, and chips and lasagne undercooked. I would have expected better in any ordinary pub. Breakfast was good, both cooked and continental, but it was clear that every ingredient from bacon to bread was of the very cheapest mass-catering standard. If you can stay elsewhere in Norwich, I'd urge you to do so.

I took a party of 38 bowlers to the hotel for a 7 night stay and was delighted with all aspects of the hotel. It is located approx. 2.5 miles west of Norwich on the Dereham road & is just at the entrance of a trading estate in Barnard road, but is well screened from roads, & enjoys a large flat car park facility. We had the benefit of refurbished rooms, where some 50% of all rooms have been done now & they were very good. The staff were excellent with nothing being too much trouble. I would make particular reference to Summer, with whom I arranged the bookings & again she was very helpful, when we had a few problems, prior to the tour. Also Radu deserves a special mention as he was in charge of the wining & dining throughout our stay & displayed a thoroughly professional approach in his dealings with me. Because of our numbers & the length of stay we were asked to choose our menu each evening, where we were given an ever changing choice of meals with meat, fish & vegetarian options. The hotel had a lot of comfortable seating areas & the enclosed garden to the rear was a favourite, especially with the good weather we enjoyed. Access to Norwich could be by a bus, of which there were many & frequent. The bus stop was a comfortable 10 minute walk on level ground,normally the no 23 was the one we used. An alternative was to use a taxi, where the fare would be c.£11.00. The V.I.P. suite is worthy of mention as we chose it at an additional cost of £50.00 per night. A very spacious room with a huge bathroom, that had a walk in shower, a standalone bath to name a few features. There was also a lovely view to the rear overlooking a grass area, surrounded by mature trees. All in all I could not be more pleased with the way we were all looked after, it was a great 7 night stay and I would have no hesitation in using it again.

Stayed here with work recently. It has plenty of parking and is a very good hotel and we'd probably stay there again but elements of the food need to improve to take the hotel to the next level. Seems a bit expensive for what you get food wise

Booked for one night. Very basic but it was just for me to get my head down and it was clean. I think for a bit more we could have picked a better chain of hotels and will do in the future. The staff were polite enough though. The downstairs looks as though it's been updated, has a restaurant and bar (didn't use) but the rooms really need some care. The room is dated and the twin mattresses varied on each bed, the windows were stiff or had bits missing, the furniture looks dated and worn. The toilet was difficult to get a full flush without feeling like the handle would come off. The pictures we had seen when booking were misleading, it didn't look as dated. Please note this hotel has no lift so if you struggle with carrying bags/cases or stairs then probably best to request a ground floor room.

This was one of the cheapest places for us to stay in Norwich we only had a 1 night stop over the hotel is easy to find with plenty of parking check in was fast long walk to room overall the room was ok carpet was a little bear in places and the bathroom was dated but it was fine for us Bar staff were very slow to serve and not always at the bar so you had a wait a while they also did not know how to pour a pint off Guinness having to give me a extra half to top it up food was strange my wife ordered vegetarian tagliatelle but was told they only has spaghetti which was fine but then arrived with ham in it I had gammon Which was a little over done there was only 3 tables eating at 830 on a sat night Breakfast was included and was fine not a fan of the buffet style as eggs were like bullets having been stood but other offerings were good Overall a freshen up of the rooms and sort of the bar staff and meeting with the chef to advise him vegetarians don't eat ham it would be a nice little spot

Booked here a year ago when booked our boat hols. Ideal Base before collection to avoid long drive same day. I recently looked at reviews and must say some reviews left me with dread.. Shall I mention the one hair on tea tray or chip on the door, er No. £45 for both of us with full breakfast. Bed very comfortable, pillow slight hard. Bedding clean as all of the Room. Breakfast as spot on and plenty of it. The only thing I'd say is could do with lamp in room to have on at evening to light way to toilet. Will book again for next year. Staff helpful and polite. Don't miss out on this affordable accommodation, some times you can get a bargain that's worth a lot more.

Me and my mum and dad stayed at Brook Hotel for two nights as we were going to see The Jersey Boys at Norwich Theatre Royal, and overall, we had a very nice stay. We booked two rooms, and both were quite basic but comfortable, clean and well-equipped, with very nice beds. We had a good nights' sleep on both nights. There was excellent service throughout the hotel. I reported a maintenance issue in my room at reception and it was promptly fixed. We booked breakfast in advance for our first morning. If you book in advance, it is £7.50 per head, whereas if you pay on the morning, it is £10.00. Breakfast was buffet-style and served in a lovely restaurant area and had a huge variety, and was absolutely delicious. We did not eat at the hotel for dinner although when we came back from the theatre at around 11pm I was able to purchase a nice sandwich and soft drink delivered via room service from the night porter. The only major disadvantage of our stay was the accessibility factor. My mum is disabled and a wheelchair user and this hotel has no lift. Although I am sure the hotel would have accommodated us on a lower floor (as admittedly we did not specify a disability in our booking, so we were allocated to the second floor), we were quite shocked to learn that there was no lift at all. So if you or one of your guests has mobility limitations, make sure you request a ground floor room on booking. Asides from that, a pleasant stay. :)

We got married here. Absolutely lovely place and treated very well for our wedding day. We stayed in the luxury honeymoon suite for 3 nights. Breakfast was a buffet style and was excellent. Food very good and tasted delicious. Reception is a cool comfortable place to chill out, also the outdoor seating area is full of sunshine. Great parking too.

We were again booked into this hotel by our company. This place is a little far out from where we were working in Norwich. The rooms were clean and tidy. Mattress could have seen better days and the decor is wearing thin in the bathroom. But still very clean. Staff friendly, and breakfast was OK but not worth the price we are quoted for it. But still a good offering. Again beans are on the colder side just like most buffet breakfasts.

We stayed at this hotel as we were attending a festival near by. We have used this same hotel before for the same reason. We checked in after the festival, check in was very quick. There was a party going on in one of the function rooms but by the time we reached our room you couldn't hear it. Our room was on the first floor. I think it has recently been refurbished as there was the smell of paint in the bathroom. The room was lovely, let down only by a shabby pedal-less pedal bin in the bathroom. The breakfast is brilliant, a lot of choice of cooked, pastries and cereal. My husband loves the breakfast as they always have fried bread. We will use this hotel again as it is convenient for the venues.

Stayed here whilst attending a nearby event. Arrived 11.30 pm and clearly one person was trying to run the place single-handedly so very abrupt check-in with no welcome and demand to pay for room on arrival rather than at check-out. Room ok but bathroom very dated and in need of facelift; stained floor, rotting wooden door and gap under door. At a princely £110 room only, this was not value for money or good service. We simply slept and left with the same impersonal goodbye as we'd received on arrival. Could have got a b&b for £30 cheaper. Wouldn't return.

Well, firstly I would like to start by Thanking all the staff at Brook hotel for the extra attention and effort they went to, to accommodate my daughter and all our family and friends on my daughters wedding day. We were quite a rowdy bunch so my second point would to apologise to any other guests who may have encountered some of our party and been affected in any way by the noise. Please don't let this reflect in anyway negatively on the hotel or its staff. The hotel is easy to find 5 minutes drive from the A47 situated on the outskirts of Norwich and has plenty of parking for travellers. Rooms were large and having had about 9 different rooms allocated to our party, all were very clean and well presented and with new modern air conditioning units it made for a very comfortable nights sleep (when we eventually made it back to the room). Bathrooms are modern and again very clean with a few nice touches like shower gel, shampoo etc with other forgettable items available from reception such as tooth brushes, paste for those that didn't pack everything. Both the wedding breakfast and evening buffet meals provided for the wedding were faultless, very nice and tasty food, and plenty of it. The following mornings breakfast buffet was well stocked with full english cooked selection, cereals, pastries and fresh fruits etc, again very good quality items that were perfectly cooked and very enjoyable. Staff were able at the drop of a hat to fix a table for 18 of us to all sit together. The fact we all convened into the breakfast room in one large bunch I think the staff on duty done the hotel proud with there service as well as looking after the other guests simultaneously. My only negative I would say was, the wedding started at 2pm and some guests arrived slightly early in the hope to be able to check in to there rooms so they could get changed and prepped for the wedding, (check in time is usually 2pm) and to be fair we did manage to get in early by 30 mins but had to keep pestering the reception for the key (knowing the room had been completed as had spoken to the cleaning staff upstairs). Free WiFi worked perfectly in the lobby and bar areas, didn't actually try in the rooms so can't comment on that part. Would definitely recommend this place for a stop over or even as a base to explore the city and surrounding areas ideal for festival goers being quite close to Earlham park and Norfolk showground venues.

Stayed at the Brook for two nights. Good points reception staff are lovely and very helpful the young gentleman that brought our coffee on the Saturday morning was lovely and polite. Room was clean but very dated (got told they are upgrading the hotel). Bad points. Gaps in the windows good job it was warm or you would be very cold as they only have a air blower not proper heating. Very Bad points breakfast on Sunday morning not one of the staff came to our table to ask if we needed a hot drink after 15 mins I had to go and ask for our coffee. To be told they would have to make some more as just ran out fair enough. But wow was it horrible totally undrinkable. So went back to the room and made our own. Yes it was busy with wedding guests but it takes to minutes to just go around the room asking if you wanted a drink especially when they went to the tables behind us then just walked away even though I said excuse me

I was not impressed with this hotel mainly due to some of the staff! I had booked a double room, (Don't like sleeping in single beds), and was given a twin room. The deadlock on the door was inoperable, judging by the what I had previously encountered didn't surprise me. I went down to ask for the room to be changed and was told that the Hotel was full so it was just unlucky. I argued that this was not the room I had booked but again I was met with a 'Tough Luck' attitude. If it wasn't for the fact that I had been on the road all day and at 5:15 in the evening I couldn't be bothered to go looking for another hotel, I would have walked out!! I would normally eat in the Hotel, but as their attiude was one of not caring, mine was to eat elsewhere (Good Pub Across the Road) and not pay a penny more to the hotel. Do not eat in the Hotel, the Pub across the road has a good carvery and a pleasant atmosphere. In the morning at check out, I voiced my disappointment, was told that they were sorry and that was it. I don't go looking for refunds or any recompense, but a gesture would have been welcome. I will add that the only people who come out with any credit are the two young ladies who were serving at Breakfast, they were smiling and made me feel welcome. They seemed to be the only Professional people in the hotel. The final Good News is that I won't have to Stay here again!!

We stayed at this hotel very recently and were disappointed by the quality of the rooms and the attitudes of the reception staff The room was booked through Expedia and there was no mention of the fact that the hotel was undergoing a refurbishment- our room was cold, very basic and smelt damp. When we raised it with the reception staff we were offered another room - which was exactly the same! I have stayed at Best Western hotels in the past and have never been disappointed however this hotel is not of the quality you would expect from Best Western My advice is to give it a wide berth

Would not recommend this hotel, its in the process of being refurbished, which was not mentioned on booking. Consequentky some of our party had a refurbished room whilst we did not. Ours was on the ground floor, smelt damp, decor was depressing, chipped paintwork, pictures had been removed from the walls and screws we're still left in and the bathroom awful, panel coming away from the bath and not very clean. When requesting a refurbished room we were met with hotel is full - of workmen I imagine!!! I did not think hotels like this still existed. Some of our party ate in the restaurant and after being served green ham decided not to do so again. I would avoid staying here at all costs.

This is not a luxury, romantic or beautiful hotel, basically it is on an industrial estate, but for somewhere to stay whilst visiting Norwich or the University of East Anglia it is excellent. There is plenty of parking space and a bus stop is nearby. Just be careful if using sat nav as mine directed me to the restaurant which was the other side of the road. Check in was quick and the room clean with toiletries and a comfy bed. There was a tea and coffee tray , hairdryer and TV. We didn't eat there but we found the staff to be courteous. The price was reasonable and we would certainly stay there again.

Stayed the Bank holiday weekend, couldn't fault the hotel. staff were excellent, Breakfast was very good on both days we stayed. good location to visit Norwich or the Norfolk coast, will definitely stay in the future

It was the first time i had stayed at the Brook Hotel. Everything was excellent!!!! My room was clean, food was really good and all the staff were really helpful. I would stay here again if i came back to Norwich.

My wife, mother-in-law and I decided to have a last minute break to Norfolk and Suffolk for the bank holiday weekend and although there were some places that were booked, there was still a lot of availability across the region. Looking around the Norwich area we had a selection to choose from and opted for the Brook Hotel due to its location and the way it had been decorated. I'll start with the good. The staff are very nice and helpful-my pregnant wife needed extra support in bed and requested a couple of extra pillows which were delivered quickly. The breakfast was also tasty although the bacon was slightly cold, however, not the end of the world. The bad-on the Best Western website, the photos look fantastic. The lobby looks well presented (which it is) and the restaurant looks very smart (again, it's been done to a good standard). The photos of the bedrooms show modern furniture with nice, wooden headboards and stylish bathrooms with red walls. What we actually had when we entered was a room which hadn't been updated since the 1980s with horrible, chipped MDF furniture and a bathroom that again, just looks really dated. When we arrived, a bus load of elderly tourists were also checking in and we had to leave to go straight out so waiting around to complain would have delayed us far too long. When we arrived back late in the evening, we were just so tired from a busy day that we just headed to our rooms as even if we had the option of changing, doing so at such a time was the last thing we wanted to do. We feel really let down and deceived as we were falsely advertised to, having 2 rooms which were far below our expectations. If we had known the room was of a poorer standard as to what was shown on the website, we would have chosen an alternative from the selection we had. Very disappointed

Myself and my partner stay here one to two nights a week due to his job. We have always had a lovely clean room, staff are lovely Jay our waiter is always a delight. The only I would comment on is the menu of the evening could be changed or varoed, as we know it off by heart. We love staying here.

Avoid room 143. It is compact and clean, and the beds are comfortable. There is a TV, a hair dryer and a kettle etc. There is an air conditioning unit, and thereby lies the problem. Outside the room are some noisy heat pumps. We complained to the receptionist, who said that the system would be switched off overnight. It wasn't. So throughout the night, on a six-or-seven minute cycle, there was silence -> the sound of water being forced through pipes -> the drone of the motor starting up and running -> the sussuration of the fans -> silence. It was sleep-disturbing. The free wi-fi wasn't working in our room to start with, though this was rectified an hour or so later. Dinner in the hotel restaurant was not worth the high prices. My wife and I had the same starter: king prawns with mango salad. This consisted of a heap of undressed baby salad leaves with five breaded, deep-fried, watery prawns and four 1ml dots of mango sauce. The prawns were clearly frozen and bought ready breaded, and were flavourless, made edible by adding salt to them. My wife's pork fillet was better, served with creamed potatoes with spring onions, steamed broccoli and a sauce. My half rack of lamb was reasonable, served with fondant potatoes, broccoli and a sweet jus. We had a problem with the wine, though. We ordered a bottle of Valpolicella, and the young waiter insisted we should name a substitute, just in case there wasn't any of the Valpolicella. He disappeared, and came back with a bottle bearing the Valpolicella label, which he proceeded to uncork, with some difficulty. The cork in fact cracked, putting some cork dust on the wine's surface. He put the bottle on the table without pouring it for us. I picked up the strangely thin bottle, and discovered it was a 50cl size, which wasn't what was ordered. I poured some out for my wife and myself. Colour, a rich ruby red. Aroma: flowery, almost perfumed. Taste: as sweet as an eiswein or a 7-puttony Aszú Eszencia! It was in fact a 2/3 bottle of Recioto, the sweet dessert wine from the Valpolicella region. Fine, if you like sugary desserts and like sweet wines to accompany it. I don't. The waiter tried to persuade me that this was what I had ordered, but was clearly out of his depth, and I asked for the manager. He listened to me, went to make enquiries of the keeper of the wines, and came back apologising that we had been given a display-only bottle of the dessert wine. He took it away and we settled for a very pleasant Rioja instead. Breakfast in the same restaurant was much better. We were greeted bya very cheerful waitress, and well looked after. The buffet-style breakfast was supplemented by other items that could be ordered for special cooking (kippers, poached eggs and so on). Good coffee! The breakfast redeemed the hotel somewhat. Reception and check-out were swift and efficient. But avoid room 143!

Rooms okay Service absolutely terrible Needs to improve Breakfast charges should be included in the room rate Not very good in my view and like I commented on earlier needs to improve after waiting 20 minutes for my breakfast

I was given room 137 minute I walked in the room I thought I'd gone back in time and walked into the local pub tap room it stunk of cigarette smoke even the smoke alarm was covered up with clingfilm I then went to complain to be told no more rooms available An they would sort the room out for when I got back from eating Yes they did they pulled the cling film off an opened a window Then I decide to get a shower to be confronted on the shower curtain bogies that someone has wiped on there Terrible service and terrible hotel will never book here again

Just returned from a weekend Easter break on a coach trip. Arrived very late but the staff stayed on to serve dinner but at around 8.30/8.00pm. Staff were excellent Reception and dining areas were good but our bedroom had a chipped enamel bathroom and our heating packed in but we had an electric radiator provided once we reported the matter. Limited choice of food at dinner but always something we could have. I'm not sure our room was vacuumed while we were there. We asked for a double room but ended up with a twin. Didn't do anything about it because of the short stay. Bedroom itself was fine but the bathroom was not what we were expecting (circa 1980's decor) I repeat staff very friendly and attentive at all times.

We've not stayed for a couple of years and the upgraded rooms are a delight. Clean, well appointed and spacious. Lovely breakfast and the staff are friendly and helpful. A very nice place to stay with plenty of parking as well

Despite being advised in advance this hotel fails to cater adequately for coeliacs. They dont provide GF cereals for breakfast and dont provide GF rolls with dinner. They did source GF sweet options but only after we arrived and didcussed with the staff. Complete lack of pre planning.

We stayed there for four days last week.The room was clean and tidy but during the night the plumbing was noisy and the noise from the road was very distracting from a early time.The windows had no double glazing hence the noise and also you could feel a draft.The breakfast and evening meal was very good and we had no complaints.

We have recently had our wedding reception at the Brook Hotel . Everything was excellent . The room looked stunning and thanks to Radu for all his and the staff attention to detail - the very bad weather led to stressful situations especially when a supplier expressed concerns to Radu regarding delivery of chair covers - but he was on the case the evening before the big day sourcing another supplier - Jay our wedding planner was brilliant with the pre-planning and nothing was too much trouble - all in all we can honestly say we had a really lovely day and we made a good decision choosing the Brook Hotel to host our reception.

Everything was perfect - and we are so disappointed by the previous review which quite frankly is not a true reflection and an insult to us to say it was not value for money when we were the ones who paid the bill - the food was good and the service second to none - as the bride I stayed in the hotel the night before and we ate in the restaurant that evening too and the food was excellent - The room looked stunning - and Radu could not do enough for us - he made the great day it was - thanks too to Jay four the wedding planning - thank you all so much for a memorable day despite the atrocious weather the few days before .

I stopped here for 2 nights on a business trip, better value than the premier inn and rooms much bigger than expected staff very attentive and the restaurant food more than adequate, only down side service was a little slow as not very busy, but you can't have everything

We stayed here very last minute due to a family member taken to the Norfolk & Norwich hospital. For a very last minute booking and at a very reasonable price I have no moans. Staff were very friendly & helpful. Breakfast was plentiful and of good choice. Thank You For helping us out very last minute and 1 less stress to worry about when going through a very stressful time. Big plus for us not very far from the hospital neither!

I stayed here with my friend when we went to watch a show in Norwich as it was the best deal. I had never stayed at a best western before and presumed it was on par with a travelodge. All the staff were super friendly and even though the room decor was very dull and old, everything was clean and fresh. The problem was the heating. The room was cold when we arrived at four in the afternoon so we closed the curtains hoping it would block the draft. We then went to our show and came back at eleven and the room was freezing cold. We both had to sleep in our coats with our heads fully under the covers as this was the only way to get warm. Really disappointed. We may as well have slept outside. I will not be booking a best western again I will pay a little more for a premier inn as you know what you're getting there.

Mixed review here, we arrived a little early, and were ignored for a while, it seemed they were not ready to welcome customers! When we did sit down, the waitress did her best to look after us, but again it seemed she was on her own, and struggled to get the chef through to man the carvery section. Better news now, overall the meal was very good, lots of choice for meats and vegetables to suit all our tastes. Sweets good too, although waiting times were bit longer than norm, hope this is not a bad sign of their general service, as we have a very large and very important function booked for May this year, perhaps we should try it again?

Our room(s) were luxurious. Service at Reception ,in the Bar and Dining Room was polite,friendly, efficient . Facilities in general areas were good. We were overwhelmed by the extremely high quality of our bedroom suite.

We stayed here again when visiting the Thursford Christmas Spectacular as part of a coach trip. As last time we had a lovely big room with comfy beds but our bathroom this time could have done with a bit of renovation, the food was good and breakfast in particular had a really good selection and this time the plates were warm.

Dear all I would not recommend the brook hotel the breakfast was lovely but the evening meal is blander and Turkey on both night and the same veg and the room need a look as very dated the staff are very good there nothing to much trouble from tham x

Only stayed one night we had dinner which was very good and plenty of it, breakfast was great very nicely cooked and again as much as you wanted great selection of wines and beers very nice dinning and bar area, not one usually to complain about a room as you only sleep in it but this wasn't a very nice one at all there was black mould above the shower there was some kind of dried liquid all down the back of the bathroom door, black marks on the walls and finger prints of makeup around the mirror in the bedroom, it was as if the room hadn't been clean in a few days, quite happy to put up with wear and tear but this was just plain old dirt.

On a weekend trip to Thursford show we stayed two nights at the above, I used to think best western were an ok hotel rooms average food average, however this weekend been proved wrong the staff in the restaurant were downright rude. Asked to speak to the manager and was told “manager was not here and would not be in tomorrow “ I have left my telephone number and asked for a call, I will repost if I get a call, however not holding my breath!! Won't be returning and anyone booking beware!

The hotel is very tired and worn out in places. Our bathroom was very run down and old. The hotel is generally very cold. We were there during very cold weather and the lounge area, which is stupidly right by the main doors is very cold. The corridors have radiators but non were working during this cold weather, so when do they work? The dining room was also very cold. In all, not a cosy hotel. The buffet evening meal can be a "dog fight" if not properly controlled. Service is haphazard.

From the moment i checked in to the hotel to the moment i left, the whole experience of my stay was excellent. I would recommend the Brook Hotel for those who wish to take a visit to Norwich. To sum up my stay EXCELLENT!!!!!!

Stayed for one night and boy, was I glad the stay wasn't longer. The room was clean but the outside noise belied the fact that there is double glazing, it was as if there was an open window. The wall mounted heater was so noisy when on "heat" settings and took an age to take the cold off the room. Dinner was ok but the breakfast was disgusting. Cold bacon, mushrooms, egg. The hot plate serving the buffet had not been turned on, reported this to the staff but declined reheated product. Once tried and never to be repeated.

Good size clean room but customer service could have been so much better. Family room at rear of hotel facing busy a road, room over heated, air conditioning on unnecessarily, switched off, room very noisy due to heating/ventilation pipes plus you could hear other guests in adjoining rooms going to the bathroom. Breakfast was in short supply and understaffed and nobody seemed to care whether you enjoyed your stay or not! Certainly would not recommend

Wife and I stayed here,we were on a coach trip,very dated place needs a lot of TLC,wallpaper coming off wall in corridor. First night meal was a Carvery, We are used to choice of 4 meats on a Carvery. They had Pork,Turkey and Breaded Plaice. Don't like any of them so my tea was Roast Potatoes and Cauliflower Cheese, Breakfast next morning,beans were barely warm,sausages cold,only hot thing. I had was toast because yo do it yourself. Next night Carvery was Turkey,Ham and Salmon, Ham was very nice. Staff all nice and helpful etc

Where to start...Hello Stranger could be a good place. I have stayed at THE BRILLIANT BROOK a good many times over past few years. and NEVER found anything less than BRILLIANT.... I really REALLY like this hotel. Hello Stranger came the voice as I walked in last week......first visit in some time. Hello Stranger came from the delight that is Summer. She clearly saw me park or walk in. Summer (other's in past) have always looked after me,which is why I can hand on heart give reviews that I have now and past... Summer had seen my name on arrivals and moved me from the room I had been due to have as she remembers from my visiting before that I like first floor and face the courtyard. Rather than road side.....Room on road side of hotel...not a tent on the roadside..... Summer had not only made sure I had the type of room I like.... she had been up to leave a card in my room....and biscuits....She knows I like biscuits. Little things that make a difference....... It is little things that go sooooooo far in building up in a guest that knows his custom is valued...and I always felt/feel welcome in THE BRILLIANT BROOK....look for my older reviews.....I was a chef for 28 years...so I understand how complex it is in hotel trade....And unlike so many,i give praise where it is due. And not moan on the rare times anything is maybe not right....it happens...move on. As I stay in Norwich when working in the area...and as I am about to retire I have no idea if I will return before I finish with that four letter word...Work :) So as long as Trip Advisor allow (they rejected last one????) I would like to say on the site I have posted many times before. A HUGE thank you to each and every member of staff that I have met here. Gareth..... the GM....Great team you have working with you. Summer....the Delightful young(ish) LADY......for looking after me.....and chatting like an old (me) friend. Sarah/Nadine from the past. And the other staff. It has been a pleasure......

We stayed here when we were going to The Christmas Spectacular at Thursford. Our room was comfortable with heating that we could control to suit ourselves. The beds were very comfortable. There are many ground floor bedrooms. As with many hotels of a certain age the bathroom had a bath with a shower over. This is not ideal when you are older as many in our party were well over 70. This hotel is far from alone with this, but when refurbishment is being planned it should be considered. I don't know if shower cubicles are available as we didn't ask. The restaurant staff were wonderful and nothing was too much trouble.

I would have given a really good review had it not been for the, I am guessing service cupboard, next to our room which kept us awake most of both nights. On the plus side the 2 rooms that we booked were freshly decorated. It was a shame that the standard of finish was not great, I notice these things as an architect.

Sent by reception to a room significantly older and less attractive than advertised. Turns out only the top floor has the nicely refurbished rooms in the pictures. Pot luck if you get one. Felt rather mislead. Lots of tattoos and working boots in the bar on my visit. Good value but felt a bit sad.

Without turning this into a horror story, we feel it will serve further travellers more appropriately if we just listed the points we did not enjoy during our stay 2 nights 28/29th October 2017. Point 1 Completely unlit car park,although there were lamps which could have been lit.(car thieves paradise) Point 2 The staircase to our room was littered with broken crisps on our arrival,and were still there on our departure. Point 3 Bits on the bedroom carpet on our arrival, still there on our departure. Point 4 Booked an early morning alarm call for Sunday morning,which arrived on Monday morning.(good job we were not going to airport) Point 5 Damp wallpaper hanging off the wall in the hallway leading to the bedrooms. Point 6 AirCon making very strange noises every 20minutes throughout the night. This establishment, in our opinion, could benefit from stronger management. On our next visit to Norwich would we use this hotel again?? Absolutely not!!!

The hotel was very nice to look at when in the entrance with a good looking restaurant area... But that's where the good stuff ended and the bad stared. First off we came in and was a strong smell of weed in the corridor on the way to the room where we quickly dropped our stuff off and went for the day. When we came back at 8:30 and sat down to order at 8:45 we didn't get our food till 9:30/ 9:45, it was burnt and tasted like food from fate night, the 8oz burger was my choice with others having beef lasagna and complaining that the meat was light and tasteless. We then made our way back up stairs where we both instantly looked at each other and remarked how cold the room was, so I put on the AC/ heating which came out at the same temperature at both settings (cold). The beds were cold with hairs in them and one of the cushions had stains on it. In the morning I went down to reception and they did provide a heater for the next night but they didn't once apologize to me. I also had problems with Wi-Fi and had to ask for it to be reset it more then once. The bath room was an unfinished mess.. The fixture behind the toilet to hide the plumbing was covered in plaster, the ducting to incase in AC/ heating unit (mounted on the wall on the other side of the bath/ shower) had a 2 inch gap exposing wires to the water from the shower head only centimetres away. When looking closer I then spotted the was no sealant around the bath to the wall or floor nor the edge of the tiles to the wall. The sink was badly design in that if you turned the tap on too much it would splash over you and the floor. The breakfast was ok with bacon, potatoes, sausages, ect. also there was some cereal and drinks but if you didn't pile your plate and eat lots in the morning it work out quite expensive at £9 a head if you were to just have a blow of corn flakes. And before I could finish it someone took the plate off me without asking nearly clipping me in the face. When it came to checking out the woman on the desk who I had spoken to and knew I had, had problems didn't bother to ask how the stay was and if it was ok, instead just took the card key and didn't even say thank you. All in all I wouldn't stay again as there was a Premier Inn just down the road with similar prices.

Very disappointed with our room. It was cold on the first night and the beds were freezing and the heating didn't work. The heater then (even though turned off) made some sort of wired noise about 3am and woke us up. Friends staying a room on the same floor were woken by it too. When we mentioned it to the staff at reception next morning there was no apology at all. They did however provide a heater for the following night. The beds had hairs in and the cushion on the bed was stained. The bathroom had a very unfinished look about it. Friends said there bath was dirty and they had to clean before use. Also they had wet dirty towels folded up and left on the rack to be used. We went down to the restaurant but it was expensive so went through to the bar area. We ordered and waited nearly an hour for a very basic not particularly tasty dinner, even though the restaurant and bar were nearly empty. Breakfast was expensive at £9 a head for a self service. It was ok if you wanted full English breakfast as the variety was good but if you just wanted a bowl of cereal it was expensive. When we booked the staff barely spoke. They didn't ask how our say had been or anything. Chances of us staying again are fairly slim.

One night stay for us and my brother in law. We had all travelled a long way were tired had a long day ahead of us so needed the stop over to be comfortable. Lots of noise from other guests arriving back late, loud footsteps and banging from upstairs rooms at 4 in the morning affecting both rooms so very little sleep for any of us. I realise this isn't the fault of the hotel but when added together with other things it doesn't help. Rooms very tired, dated and in need of TLC, beds comfy, nice bar meal. Breakfast display simple but looked good however soon discovered the bacon was cold the other cooked selection barely lukewarm, bacon then reheated (is that allowed), staff didn't seem too bothered looked like they all needed some guidance.

I checked in to the Brook Hotel on Friday 13th October, some would say the date was an omen. I am part of an organisation which had decided to hold its Half Yearly Meeting there. The hotel proudly displays its association with the Best Western Franchise, on and within the building. At no time did I see a Faulty Towers sign, which maybe an insult to Basil, as I assume his establishment was clean, this place is filthy. A rate had been agreed by the organisers of £95.00 for single occupancy of a double room, for one night, with dinner and breakfast included in the rate. The reception staff insisted on charging me £137.50, which I paid because trying to negotiate with the staff at the time would have been like trying to negotiate with Manuel, from FaultyTowers. My room was just OK but tired, the pillows too hard (I know it is a personal preference) and the WiFi did not work, despite my protestations. The food was adequate but apart from the very poorly trained and inefficient staff, I think my biggest shock came when I used the Public toilet on Friday night and again on Saturday after the meeting. They were filthy, it had two hand driers, one of which did not work at all and the other seemed to be on half power. There were two towels laid in a screwed up state in the room, which I have a suspicion had been the same two I had seen the previous evening and no one could have persuaded me to use either and to top it all, there were mosquitoes on the walls. Yes, mosquitoes, being very well travelled and having lived for years in hot climates, believe me, I know a mosquito when I see one and am very well aware of the conditions in which it thrives. The door handles seemed to me to never have been cleaned and after washing my hands, I used my wet hands to open the doors and dried my hands on my spare handkerchief. My account was later adjusted and because I was amongst friends, many of whom were also complaining, I left as arranged but never to return. I have previously used Best Western Hotels without complaint but the Franchisers need to make an urgent reappraisal of this establishment. John G Lamb

Stayed at this gaff while visiting a University open day. Room was very damp, dirty and very dated. Clearly not been prepped for our stay. Complained to reception who stated manager will call. Followed up with booking.com complaint email, still nothing. As an experienced traveler and hotel hopper, I would stay well clear of this hotel. They clearly are not worried or attentive to customer complaints. Woodlice in the bathroom and under the coffee cup! Not very nice.

Very dated and in serious need of a make over the accommodation is very lack lustre and budget. But the rooms are big and everything was clean if battered and bashed. What made up for it was a superior breakfast with fried potatoes and fried bread. And extremely helpful staff. Taxis were booked for us advice given on local eateries and how to get to places. Friendly and efficient. If your looking for a clean budget place near UEA this could be for you.

Stayed here for NORCON, we got a deduction off bill using a discount, very nice twin room, nice staff, lovely meal in restaurant, beautiful vegetarian pizza and it was only £8.95 very reasonable for hotel meal, Only criticism was room felt a bit cold there is a heater/fan but no instructions but once in bed I was cosy...would definitely use again.

Stayed at the Brook Hotel for the occasion of university admission for my daughter. It is well situated for the university. The hotel itself is one of the older hotel buildings, a little frayed now. Ageing interiors in need of upgradation. No convenient stores or bus stops outside...definitely a taxi-type place. BUT...it scores for its efficient staff and for its price point... a no frills place. Convenient on a business stop.

Chose this Hotel as it was close to UEA after dropping our son off. Large room, clean and comfortable. Bar with reasonably priced drinks. Breakfast buffet did not have a huge choice but food was very good, and cooked breakfast was hot which is not always the case in some hotels. Staff friendly and efficient. We stayed on a Sunday night and the room rate was very reasonable, plenty of parking and bus nearby into City centre.

Stayed here for one night when dropping our son at UEA. Location is fine for the university, but whilst we only expected a basic hotel, our experience was one of disappointment. The room was ok, quite dated and not particularly “spotless” but it was the en suite which really fell below expectations. The wash basin, wc and bath were all quite old/stained, the wash basin in particular having black mould/grime around the taps. In the morning I went to have a shower but there was no hot water. I didn't have time to call reception as we needed to depart, so I endured a very cold shower: hardly what I had expected. Upon check out, I mentioned the problem but was simply asked whether I had reported it (thought that was what I was doing) and received no apology from the reception staff. Not really the experience I was looking for. One final point: we stayed Saturday night and the hotel bar shut at 10pm. We had been out for the evening and would have enjoyed a drink at the bar before we retired, but that was not to be as we got back at about 10:15. Didn't really think this was very customer focussed.

The hotel was clean and staff friendly, the room was clean and very comfy, overlooked courtyard so was very quiet. Restaurant food was tasty especially in the evening and the waitress Corina was lovely and friendly, always on hand but not in the way. A credit to the company. Breakfast on first morning was a little disorganised and even though we sat down half hour before end of breakfast there was not a lot of choice, the second morning was much better. Would happily go back.

Quiet and easy to access - convenient parking Well placed in relation to the university of East Anglia and fast access to the city by car Breakfast and restaurant correct but without more ... Acces internet moyen

Lovely place to stay, nothing was too much trouble. The receptionist sorted out our taxis to and from the concert which left us to just enjoy our stay. Beds were extremely comfortble and breakfast was hot and tasty. Best westerns always do deliver..I've not been dissapointed yet.

I just returned from 9 days in England spending 9 days at the Best Western Brook Hotel. I have to judge on US standards but some things are just universal. While we were there, it was very warm. The air conditioner worked the first night and that was it. The concern was brought to the front desk who said they would look into it but it never was resolved. The toilet did not flush consistently. Sometimes it worked, sometimes it didn't. Overall the bathroom looked like it had seen better days with warped flooring etc. Food was fair at best. We used the buffet and the carvery beef was often dry and tough. I would say we got good evening food about half the time. The breakfasts, however, were very good. On the other hand, the staff was outstanding with very few exceptions. They were definitely the best part of the stay. We also could get a bag of clothes laundered for 5 pounds which is what it cost to do a shirt on our cruise! There were some issues with some customers using that system but it worked well for us. Overall, the best I can say is it served a purpose.

Comfortable hotel for the price. Room was clean and had everything that was necessary. The only complaint was there was very few teas and coffees which we only discovered late at night so too late to do anything about. Attended a wedding which was really nice, food was very good. Breakfast was plentiful on a self service basis.

Booked last minute and stayed in a double room, which was acceptable. Usual poor quality pillows but that's fine, remember to bring your own. Good to see the old TVs from pictures I found online have been updated to modern flat screens. The shower was lovely and powerful and outside the room was peaceful. The walls are paper thin and I was kept awake by people next to me on the ground floor as well as above me. You can easily hear tv's and people walking around or talking. There were a few long hairs on the bed when I got there so I did have to check in the bed before sleeping in it but all seemed ok. Breakfast was very disappointing. As usual go to the reception area in the dining room to give your room number. The member of staff said to follow them. They then proceeded to walk right through the restaurant to sort some cutlery even though all the tables were laid. I asked if I should sit anywhere in particular and she replied, well obviously not on a large table as it's just you! I was more hoping to be shown to a seat, offered tea or coffee and told about the menu! Because of this I didn't get chance to order and ate from the buffet. There were 2 limp fried eggs, the toughest bacon I've cut through for a while and fried bread that turned to dust when you cut it. The quality was very bad. I then overheard the waitress say to another member of staff that she usually does the bar in the evening and didn't do breakfast so it's not her fault, but why put her on the front of house if that's the case. I'd visit again as this is a cheap hotel but would probably try other places like Premier Inn's in the area before I do.

Needed a night for business. Parking is good right outside. However its on the inside things start to deteriate. Many of the bedroom doors do not close so need to be slammed and this occurs regularly so dont expect a good nights sleep. The wifi is poor. The room was OK although beds very soft. Dinner of a carvery is served by miserable chefs and the meats looked like they had been sitting there drying out for a couple of days. Service at dinner and breakfast was not very good. The public bar was empty in the evening with a member of staff who was pleasant but very loud and this put me off dining in the bar. All in all the hotel just seems very poorly run with staff not enthusiastic and unaware of their service impact on their guests. Needs a shake up, a wifi and a new chef.

On arrival externally this hotel is not going to win any awards. my greeting was warm and genuinely friendly. I was upgraded from my pre-booked standard room to a suite. My room (215) is huge, with seating area, and one of the largest bathrooms I've had in UK with standalone modern squared bath and separate walk in shower, separate lounge area and modern electric effect fire. The colours are perhaps no to my personal taste but I can appreciate they are contemporary. All the fittings and furniture in the room are high end and the large bed had Egyptian cotton bedding. The in room wi-fi was fantastic, I could work with no problem at all through my companies VPN which a lot of hotels wifi struggle with. The hotel Bar is not huge for apparent size of hotel but well decorated again with good seating. The adjacent restaurant is more traditional in style with an additional small bar. The Lounge menu and the main restaurant menu is quite extensive and of a more higher end traditional style. I chose not to eat in the hotel restaurant during this stay due to the restaurant be overloaded with two separate coach parties who both hit the restaurant around the time I wanted to eat. I also skipped breakfast because of an early start. The only downside I can see, if it is a downside, is this hotel is out of town with very little of Interest in walking distance so you have to drive everywhere. The level of service and friendliness of the staff would not make the location an issue with staying here in future if I need to be in Norwich. Well done those at BWBH. Thank You.

A quick one night visit and found the room to be clean, comfortable and quiet. Shower was not the strongest I have ever experienced but the water was hot in plentiful supply. The staff were excellent both at reception and the Bar. The breakfast was a typical buffet style and again the staff were helpful and pleasant. The building itself could do with a little TLC but the current condition would not stop me visiting again. Very nice stay.

we enjoyed our stay at your hotel, the staff where very friendly and helpful especially in the dining room. there is a lovely court yard garden but be careful if you have mobility issues as there is no rail to hold on. next door is a great place for children, ten pin bowling etc and accross the road from the hotel there is the clock tower carvery which has a great area for the kids.

We visited this hotel on a couple of occasions in May. The hotel is well situated on the the outskirts of the City and we found it to be good value. We stayed in a refurbished room both times and have no complaints other than the height of the modern wash basins which the management should really look into. Breakfast was fine and all in all would recommend for a short stay. P.S. The beer was too expensive!

This hotel was a mix between old and new! Was a good place to stay with adequate rooms and friendly service. Good location in Norwich as well. Beds were comfy. Didn't eat within the hotel but it did look busy.

Sometimes you can visit really dire places but you know that they are having investment and will probably be OK in a few months. At the moment, this a hotel with tired bedrooms and appalling bathrooms. However, the communal spaces and staff are exactly what you should expect in this size of hotel, in an out-of-town location - smart and efficient. Would I stay there again tomorrow? Definitely not. I don't like seeing wallpaper ripped off the walls, having to use a bathroom with mouldy walls and ceiling, and thinking that the bedroom furniture was due for a change 10 years ago. BUT, they are doing some refurbishment and if I were planning a visit in 6 months, I would check new reviews and see if things had improved.

Had a lovely stay last week, spacious and comfortable room. You could tell the hotel had been recently refurbished and was very clean. All the staff were very friendly and helpful, especially the night porter when we came back late! We also enjoyed the perks of free car parking, free wifi and tea and coffee in the room. Perfect location for UEA graduation, would definitely return!

I have been coming here for years to our businessmen's fellowship's dinners - but we stopped a year or so ago due to members complaining. But it's not that bad, though for the wake we attended last week, there were the predictable lumps of carbohydrate that pubs always serve. It was OK, but no more.

A pleasant hotel in a convenient location when travelling. Room was large, very clean and very well maintained and the bathroom was in very good condition This is obviously a busy hotel and the staff are very friendly and helpful. It seems to be on an industrial estate and is close to a main road, but was none the worse for that as far as we were concerned.

We stayed overnight and we wouldn't have stayed longer. The reception, bar and restaurant areas were dark, gloomy and uninviting, a lot of bold colours and patterned carpets, very 1970's. On arrival a pleasant receptionist checked us in, but offered no help with luggage. The room was pretty much what we expected for the price and was clean. The courtesy tray was hidden away, the tray was very old and tatty with horrible white china mugs and the minimum of tea/coffee etc. In the bathroom some attempt had been made to re grout around the bath, very badly done, and in the bottom of the bath looked as though the lining had been melted with something hot. The shower taps were also old and loose so it was almost impossible to set the right water temperature. The water pressure in the sink was so fierce that if you turned the hot tap on, hot water went all over you, the floor, the mirror and the sink surround. The toilet took ages to refill so flushing took ages and there were holes in the casing where new pipes had been installed, and had not been covered up again. The AC was working but we couldn't get it below 18 degrees Before dinner we sat out on the terrace which was shabby, the garden needed attention and the water feature held stagnant smelly water. The website stated that the hotel offers "one of the best al fresco dining areas in Norwich" With only three small tables and a tatty garden? At the bar we had ordered drinks but no ice was available!! No apology or explanation was made. Just " We have no ice " and a shrug. On the table next to us a family had obviously complained about their booking to reception as someone came out to see them. They had booked for a few days but reception had only booked them in for one night- not a conversation to have in public. We also over heard two conversations in reception, one gentleman had booked a double and got a twin, another had booked a room which had been confirmed but there was no room for him. At dinner the next table had their order taken and I heard the waiter come back to the table to say that they were out of Tuna Fish. When he started to take our order no mention was made of this, in the end I asked him what was unavailable and he then told us that three items had sold out. When our meals arrived the quality and portions of food certainly didn't equate to the price on the menu. Now I know why the restaurant was so quiet. We only had two courses but at over £22.00 per person I wouldn't dine there again, there are much better restaurants around for the same price. The waiter just threw the bill onto the table as though he couldn't be bothered with us. Breakfast was nothing special, buffet style, dried up bacon and eggs, make your own toast- the cost of this was extra and again the restaurant was very quiet and the staff looked bored and uninspired. One waitress was talking to a chap in the middle of the restaurant for ages, who could have been a kitchen porter, as he had on a dirty apron with a dirty tea towel over his shoulder. Compared to other 3 star hotels that I have stayed in this one didn't come up to scratch for me. The staff didn't seem to offer a good customer service and the hotel needs some love and attention.

I would give this no stars if I could. On a very special occasion I had to spend the night in a separate bed from my wife due to the incompetence of the staff there. We had booked and had confirmed a double and got given a triple single room, when asked politely if we could move we were told rudely they were full and there was nothing they could do. No offer of any compensation and it was rubbed in our faces that people staying a week who admit arrived yet had gotten the doubles....ludicrous! The room was hot a sweaty, the air on unit didn't even turn on and when we flushed the loo it was like a train running through the room due to the noise it gave off, we hardly dared flush it. Needless to say we hardly got a good nights sleep. Finally the restaurant, what gives a less than mediocre hotel the right to charge the ridiculous rates in there? I could get a three course meal in Southwold or Aldeburgh for what they are charging here, 6 pieces of Tortellini was £17.95, no wonder the place was empty. If you are graduating at the UEA this week avoid this place and other travellers please do yourselves a favour avoid this rip off of an excuse for a hotel.

This was a two storey fairly modern hotel. The twin bedded room had good decor and comfortable beds. The bathroom was also good. The air conditioning in the bedroom was much appreciated on our two night stay in a heat wave. Some reviewers have described the hotel as ‘tired', however we saw absolutely nothing wrong with place whatsoever ! The restaurant had a pleasant layout and ambiance. One evening I ordered the crème brulee as dessert. This was an absolute disaster. The very thick layer of ‘molten glass' covering a couple of spoons of warm custard, was absolutely impossible to eat. You could not break the surface, it was so thick. Eventually, I managed to drag this thick ‘skin' off the custard (which was extremely shallow). You would not have dared to put the topping in your mouth for fear of wrecking your teeth. A total disaster, and at £5.99 criminal! The topping should be egg shell thin and give way to the slightest tap of a spoon. Apart from the dodgy dessert, reasonably happy and fair value for money.

Have stayed in Best Western hotels on many an occasion before. Will not be using them again. We travelled from Birmingham to Norwich in the early hours on Sunday morning. My son was bowling in a competition next door so we decided to have breakfast. We phoned ahead and reception said it would be no problem. We arrived at 9.35, stopped at reception who said go straight through and pay on leaving. We eventually found a table after being moved around several times by staff. One of the party only wanted a pot of tea and was told bluntly that he could only have tea if he payed the £10.00 for a full breakfast. He offered to sit in reception and was still told no. We eventually went to get a hot breakfast. There was no bacon or tomatoes. One sausage and very little else. When we asked for the hot food to be topped up we were greeted by what can be only described as utter contempt. Eventually they were topped up and we sat down to eat. I had to go on the hunt for a member of staff to ask for tea and coffee. As there were only a few tables still occupied the staff were hovering around our table trying to remove cutlery etc as we finished using it. Making us feel like we were causing them inconvenience. My wife is registered disabled and had to make several trips to the bathroom. Every time she went staff tried to remove her plate. Four times I had to say leave them. This was beginning to get beyond a joke. One of the staff threw the receipt on the table and walked off. The other table were asked if they would like more tea or coffee, not us. We eventually finished and started to make our way to reception to pay. Our path was blocked by a member of staff insisting that we payed him. When we politely informed him that we were told to pay at reception. He demanded that we payed him. Did he think that we were going to try and do a runner without paying? We felt like second class citizens. How dare he!!!

incredibly bad welcome at check-in. We were a group of 8 rooms arriving from a car run, so at a bit different time, the reception refused to check in the guest as long as all the the group would arrive. And..it was not told in a noce way, probably one of the worst receptionist i have met in the world. She clearly should chose another job. Sadly, the rooms (particularly bathroom) could benefit from a serious refresh, so even if acceptable, it still not what you could expect. Service at breakast was also not exactly friendly, so at the end there is not one element of the stay we could really be satisfied off.

Massive thank you to the Hotel and staff for what was the most relaxed 3 course Sunday lunch I have had. Soup starter, Turkey roast and desert was lovely and we are now considering having my 60th birthday family lunch there. We enjoy carveries but for the extra few pounds this cannot be beaten. I must add this was a complimentary meal as a first anniversary gift for having our wedding there last year and again we must say thank you. See you soon.

Great location easy drive to university. Excellent price and lovely people especially Dumitri who was most helpful regarding access to Norwich as it was Lord Mayor show weekend. Being a bit put off by some of the reviews I emailed the Manager Gareth and we couldn't have asked for a better overnight trip. Both rooms were very good very clean all over the hotel. Staff were all helpful and obliging. The breakfast was very nice and requests catered for quickly. No problems at all thank you all for all your help.

Stayed here for 2 nights from boxing day and have done for the last couple of years. Nice size room, comfortable with helpful reception staff. Love the buffet breakfast in the morning... Very good quality. Look forward to seeing you again boxing day, we are already book :)

After reading the reviews about the hotel before our stay I was worried about the cleanliness of the hotel. However the lady on reception on our arrival was very friendly, the room was of a good standard, very clean which surprised me. The part that ruined our stay was when house keeping knocked on the door and walked in at 9.30am, check out wasn't until 11am so my partner had only just gotten out of the shower and I was only just dressed. I was very disappointed by this, we left very shortly after that as we felt rushed as they seemed eager to get in to clean the room.

Stayed here last night, not a bad hotel by any means but our room whilst clean had seen better days as had the general decor of the hotel, the chap hoovering the corridor at 9.30am banging the hoover head on the doors as he went along was a bit much for a sunday morning after a saturday night and housekeeping opening the door at 10am (11am check out) without knocking and then calling out 'housekeeping' once they noticed our things still in the room was slightly annoying. Nice breakfast though

Stayed for a couple of nights with young children. Rooms good, clean and spacious. Staff pleasant. Only real downside was the lighting in the room; not sufficient to be able to read a newspaper or book . Could do with at least one good reading lamp. Otherwise would happily stay there again. Felt quite comfortable with young children too.

The hotel is one of their newer ones, or so it appeared. The rooms were of medium size and quite comfortable. and clean as was the bar and dining areas. The staff were quite friendly and things asked were of little trouble to them. The food was surprisingly good and catered for vegetarian/vegan diets. For the type of hotel - their clients mainly consisted of business people looking for an overnight stop or two - it was good. Having said all that, my wife and I would definitely stop there again whether it be a coach tour, like it was for us, or a private visit to the area.

Terrible stay!First room initially door knob wasn't working so I was worried what if there's emergency and I get stuck lady just told me they'll get maintenance to see it in the morning. Room was very dirty floor carpet not vacuumed,bathroom floor muddy with hairs,bed with hairs,you can tell coverlet has been used for months without washing,phone was yuck! All of the furnitures and cables are very dusty. ALL YOU BREATHE IS DUST YOU CAN TELL. asked to be transferred same scenario! Bins are used and smells,shouldn't have bothered.VERY DIRTY HOTEL! Can't believe this hotel actually has good reviews.Tho staffs are okay. But still what a stressful stay!

I really would not bother having a wedding package here. They do not adhere to your plans. We had important family seated furthest away from top table despite a 3ft table plan to follow. Drapes were hung but not pleated properly. When complained & left details of contact no one bothered to do so. Dj don't play requests from the couple that paid for him. No air con despite it being really hot. After complaint of tables. Staff heard complaining in front of guests!!! Very unprofessional outfit in my opinion. However the meal was great. A lot of dollar for poor service!!

we were here for a family do !!and it was very good ,just the right level as a passing night .food good ,rooms good .will use again !! easy to get to from the main roads , and good parking .staff very helpful and nothing was to much trouble.

Stayed for one Sunday night over the bank holiday and it was pleasant enough. Staff were helpful and polite. The rooms are basic but adequate for the price. Great if you just want a no frills stay in Norwich.

£144 for a family room during a traveler wedding seemed a little unfair without warning but breakfast at £7.50 each seemed fine and it was only a short distance into town via Dereham Road and short drive to get back to A47. Car parking too.

Checked in no problem, very polite and efficient guy, room was also very acceptable, spacious and I had a comfortable night.. it all went wrong on going down to breakfast, no one at the desk to take room number so wandered in, found a table, 4 members of staff wandered past me, not a single acknowledgement from any, so I went up and got some breakfast, whilst I was doing so I could hear them asking people who come in after me if they would like tea or coffee. In summary I was sat at the table for 45 mins, not one acknowledgment from anyone, didn't get tea or coffee, and to cap it all, I had to go to one of the staff to offer my room number as I left.. If the restaurant had been busy maybe I could understand it, but I counted 12 customers in there.. hardly stretched..!! Annoying rather than a massive deal..!!

great experience. highly recommend. stayed here for 3 nights and 4 days. easy quick check in/ check out. foods are unbelievable delicious. If i could take your chef at home i will. Friendly staff. i had a good comfortable sleep.

Came here for one night on business, it's a tail of two halves. Firstly staff are excellent, friendly, helpful and genuine. Now the second half. The building is rather flimsy feeling and the corridors are suffering from poor maintenance. When you walk down the corridors you can feel the floor creaking underneath you, this is also the case in the room. I can imagine if you are on the ground floor you will hear those above moving. Worst of all is the bathroom, the room appeared clean but smelt like an old caravan you had left at the bottom of a field for 5 years. One other important point is that the doors don't auto close properly, I noticed it on my door first but then walking down the corridors I noticed multiple doors not properly closed. They must know about this and should warn people appropriately. Internet access was variable to non existent but was fast in the restaurant area, poor routers round the building probably to blame reinforcing the lack of maintenance appearance. Ive called it no in room wifi because it really isn't reliable enough for working on. Add this to the fact that the food in the restaurant was awful the night before, see separate review, and even the low price, around £75 including breakfast, don't make this worth a return. The staff deserve a much better building to work in (maybe not the chef in the restaurant).

This hotel has not accepted pets for a year. They simply referred us to a Travellodge at Cringleford. The one star is for the courteous receptionist who gave us this information. We eventually ended up at a Best Western in Eye, 20 odd miles from Norwich.

The rooms are air-conditioned and clean. The hotel was a good over night stop for a business trip. It was located away from the city traffic, but in a good location to reach my destination. The staff were welcoming. Internet is quick and the hotel was pretty quiet. Breakfast was taste and service was one again good. I would stay again if I was in the area.

What can I say? Absolutely nothing negative at all to say about The Brook Hotel Norwich. The staff could not do enough for us, They welcomed all our guests, the food was fantastic, all staff were considerate to our needs and our evening buffet was excellent. The bridal suite really had the 'Wow' factor, out of this world, only a shame that we weren't in it for longer! Breakfast was also excellent. All of our weddings guests loved the day, the food and the rooms. Thanks to everyone at the Brook we had an amazing day, I would highly recommend this as a Wedding venue or just a few nights away.

Should join the hotel chain Worst Eastern, what a mess of a hotel. Rooms are dated, bathroom scruffy, black mould around the bath. I'll come back to bedding hygene later. Ate in restaurant, only a few others in there. Chose Prawn cocktail, (ok) Burger with cheese, homemade salsa, mushrooms and peas. Dont get me wrong I love Aunt Bessie frozen foods.. but £20 for that. Homemade Salsa was a grilled tomato... Wi Fi doesnt work in this hotel, dont care what they tell you. Breakfast - thumbs up. Waitress at dinner.. excellent. Guy on reception - helpful but effectively covering over the cracks in a woeful hotel. Wont be going back there. Oh and the final insult after a lousy dinner.. pulling up the duvet to go to sleep and getting long blonde hairs on my face, By the way I was on my own and I have very little hair which is mostly grey. Disgusting really.

We had 3 days over Easter break here (we had already had a night in another best western before this one as we are going all over uk) room was ok but the complementary toiletries were limited to bodywash, shampoo, & small soap (other hotel we had body wash shampoo, conditioner, body cream, & small soap) this theme carried on with the tea coffee ( other hotel we had tea, coffee, hot chocolate, & biscuits) when I asked at front desk was told because the hotels are NOT run by same people don't make much sense as they are all best western. The room was fine and clean, bed comfortable.But breakfast was not worth the £10.00 you get charged. The Sunday morning (15/04/2017) was really bad running out of food dirty tables a total lack of organisation the lid was removed from our teapot while I was up trying to get food meaning the tea was getting cold when i spoke with staff member was told they had 6 teapots like the one we were using but only had 3 lids. Over the 3 days they only had mushrooms on one day. The assorted jams were blackcurran or marmalade for 2 days only had muffins and melon on the last day only had one choice of cheese for 2 days & one choice of cold meats on the last day (could go on & on) sorry to say very much a disappointment totally let the name best western down.

Booked this as belated mothers day present from my partner to visit lovely Norwich and North Norfolk coast over Easter bank holiday weekend. Positives Room clean Good Size Negatives Room cold heater not working reported this to reception 1st time told no one available to come and fix 2nd call to reception about 1 hour later told waiting for engineer but had run out of heaters and that there was a problem with heating.in the hotel. No further communication from reception that night. In the morning reported to reception about heating staff apologised said that air conditioning is being fixed but offered no solution to cold room problem Breakfast fiasco About 40 people having breakfast when we went two staff waiting and serving working very hard but tables not cleared breakfast items not replenished on counter no clean plates no beans no mushrooms no one to offer the ordered items you could have on the card on table. Teapot lids missing no milk bought with tea too much for these 2 people to cope with very obvious people waiting to be seated staff run off their feet. Reported this to Dawn manager on duty she said she had emailed catering manager!!!! Bank holiday weekend they must know how many people they have booked in so need sufficient staff not at end of email !!!! We have stated in best Western before with better service

The decor was very 70's. Room was extremely dated and totally uncoordinated. Bathroom was black around the bath on the sealant. Water puddle on the floor. Net curtains were grey! Bar menu was poor. Fish and chips selected - I have never had battered skate wing! The restaurant menu was overpriced and was empty. Ok for a transit, overnight stop, just bearable, but i couldn't have stayed 2 nights! Wifi wasn't working. All the staff very pleasant though. Good selection of breakfast items.

A friend and I shared a twin bed room whilst on a visit to the Christmas Spectacular and we both agreed that this hotel was well up to standard, good food, comfortable beds and clean bathrooms.I agree that the carvery was positioned near the kitchen entrance and it was difficult for staff to access that area but surely this is not a major problem. Would definately stay here again.

The rooms could do with some upgrade and the dining room and lounge lacked atmosphere. The location of the server for the Carvery and Breakfast is all wrong. You queue outside the kitchens which means the staff are continually passing and asking to pass through the queue. The food was of a reasonable standard but a new toaster is urgently required.

Stayed here after a visit to the Christmas Spectacular on a coach trip. The hotel is in a fairly anonymous suburb of Norwich (apologies if you live there - we arrived in the dark!). Rooms were comfortable with good TV and drinks facilities. We had to ask for more tea bags (only 2 on the hospitality tray) but these were readily provided). The bathroom was dated but functional. The beige chosen to paint the bathroom doors wasn't an attractive choice! The food was much better than expected on an inclusive deal like this one. We enjoyed both dinner and breakfast. The wine list was reasonably priced and our choice was extremely pleasant.

We booked a room for three adults and were given 207 a twin room with a fold up bed suitable for a child. The reception girl blamed the mix up on my booking through and an agent there was no mix up on the booking she used that as an excuse. I like this hotel and and have stayed before due to business i will be making regular visits to norwich between yourselves and oaklands. Attitude from reception is not what i want a polite sorry might have been fine

So the first thing I want to know on arrival is how do I get onto wifi to upload and download my day. They answer the question without you asking. Like they already know you've been on 3g all day and are hungry for some broadband speed. Then the checkin process, well that whizzed by so quick I can hardly recall what happened before I was moved along towards my room. I got there. Clean, fresh smells, clean towels, comfy bed, desk space and power sockets. Fantastic. Next the bathroom, no problems here either. Good layout, good consumables. I'm really struggling to moan about anything here! So I wake up refreshed yep even the bed was comfy. Finally I wanted to check out early and just have breakfast and go. Would that be a problem? Not for this lot. Organised, swift and efficient. You'll be hard pressed to beat this standard in Norwich. Good job guys. Thanks for making my one night business stay great.

A typical business hotel, clean bar, efficient reception, rooms the same as everywhere else. Unfortunately we were allocated a disabled room, so the bathroom was rather difficult, with very low basin. The decor had yet to be updated, swirly yellow and brown plastic panels, and the taps for the shower had no regulator, so having set them to a suitable temperature, someone elsewhere turned on a tap and you were either scolded or frozen, with no way to adjust except by putting your hands through the hot water stream. Apart from that no issues.

I stayed here with my mum last week whilst visiting the UEA and we were very pleased. We were not expecting anything too special for one night but we were gladly surprised. On arrival we were greeted by very friendly front of house staff and when explaining about our Uni visit, one of the ladies was very helpful by printing out a map to give to us the next morning! When we got to our room, we thought it pleasant. However, my mums bed was broken so we went down and spoke to the receptionists, they were very friendly and accommodating so moved us to a different room right away. The room we stayed in appeared newer and it was exceptional for the price. Breakfast was always very good. Overall, a very clean and lovely hotel, with great staff. Would definitely stay here again.

We stayed here for a couple of nights and were well pleased overall. It was very well located and easy to find, giving excellent access both to Norwich and the local area. The rooms were clean and tidy and offered everything we needed. The only problem I had was with the breakfast, though much of my problem was to do with my requirements more than what was offered. We were shown to a table and watched as others coming in were asked if they wanted tea or coffee. I had to go and find someone and ask for drinks. The 'selection of cheeses' turned out to be a choice of just 2 plastic wrapped processed offerings, the vegetarian sausages were simply rolls of what seemed to be a bubble and squeak mixture warmed up and nothing like any kind of veggie food I have ever had and there was no alternative to plain milk such as soya. They ran out of mushrooms and I was told they weren't allowed to do any more and the eggs which obviously had been under the heat lamp for sometime had solid yolks and everything was very greasy. Even though I complained, nothing changed next day apart from the service we received seemed better. Apart from the breakfast, which I felt could definitely have been better, our stay was OK and we shall almost certainly stay there again. I just hope that there is a review of their breakfast bearing in mind my comments in offering more alternatives for those with allergies such as inability to eat pork or milk products.

this hotels is ok but they r more interested in making money than looking after people.not clean,it looks clean and then you see alot of things not cleaned.they seem to hate changing ur bedding,was there over a week and sheets not done.they dont like wiping mirrors windows etc,lotsa cobwebs im afraid,they have got new refurbed rooms so advise you to ask for them

We stayed at this Norwich hotel for a Summer wedding. We received a warm welcome upon check-in and our room was ready on time. It was on the upper floor, with views over the courtyard and was reasonably spacious. The room had windows that opened, which was nice at that time of year. It was quite comfortable and featured a Widescreen TV and USB charging ports. The bathroom was clean well equipped. The breakfast buffet was quite substantial. The on site bar/pub also featured a fairly good selection and the pie-of-the day was enjoyable. There is a stop nearby, for the local bus service into town and the hotel also arranged taxis when needed. There is also on site parking. Staff were friendly and helpful. We had a few evening socials in the lobby and our barman 'Carl' was very attentive and provided good service. The hotel's laundry service was very reasonable, at just £5.00 per bag. They delivered an iron and ironing board to the room, when needed. The hotel is showing it's age, but that did not affect our stay. Overall, we had good stay; made all that much better by the friendly staff...

Very nice hotel. Good location. Staff were very welcoming and friendly. Bed was clean and comfortable. Didn't eat there so cannot comment on food. Could do with a bit of uplating. Bit if a smell in bathroom. Overall very nice, clean Hotel.

It is close to the Norfolk showground, I was there on business. No problem with parking, a very good rate as booked in advance. Shame that we were only there for one night, as the room was clean and very comfortable, and a good size . Amenities were good for a budget hotel. It had a bar and served food, which was a real bonus considering that the Travelodge up the road that charged the same had neither. A generally nice, quiet, comfortable place with friendly staff. I would go again.

This is the second stay we've had here and we will definitely return. Despite a couple of niggles this is a great hotel, easy to get to, reasonably priced and ideally situated. The rooms are a good size (we were in a double), very comfortable as was the bed, with a TV, hairdryer and en-suite which had a bath and (mixer tap) shower and the water was hot. On the down side; we went to the restaurant at 7pm - there were 3 tables with couples on in the large restaurant and we were told that there would be a 30min wait because 'we are so busy'. This seemed rather surprising so we said we would eat in the bar instead and the waiter told us that it would be the same wait as it was the same chef! We looked in the bar - there were only 5 people in there and one of them had already eaten! It also smelt strongly of stale alcohol (as it had previously) and as neither menu was particularly enticing and both a bit pricey we decided instead to go to the Carvery place across the road where we got a fantastic meal for 7.90 each - when we got back an hour later the restaurant was still empty and the bar not much different. We had booked the breakfast in the restaurant for the morning and I couldn't fault it. A great range of nice quality food. The only other criticism I have is that there was a tray of left over room service food left out in a corridor - when we left for the evening at 6.45 I told the staff on reception that it was there and was coming off the tray and it was still there at 10pm no longer on the tray but all over the carpet. The hotel is situated ideally for the city centre - rather than take the car in we caught a bus around the corner which saved loads of hassle. I'd definitely recommend it - we stayed 2 nights and would happily have stayed longer. Despite it being full both nights there was no noise disturbance and the staff were all very helpful.

Visited the hotel in July. Certainly easy to find with good parking. However my room certainly had a rather old tired feel about it - everything just a bit worn out and needing a bit of a refurb. Evening meal was ok, nothing special, but a good breakfast.

nice little touch in the room. a free bottle of prosecco. Stayed before over a year ago and the hotel has been modernised and looks good. the staff are good too. only thing is its a short taxi ride into town.

A warm welcome on arrival and a lovely comfortable room. Very clean and roomy with a very nice bathroom. Plenty of draw space. The breakfast is self service, and has a good selection apart from a shortage of bacon on two mornings. Evening meals were well presented and tasty. The staff in all departments were very help full and polite. The hotel is in a good location for seeing Norfolk

I booked a suite with this hotel for me and my wife for our first wedding anniversary. I made the reservation back in April although our stay wasn't until November so I was surprised to receive a call a week ago (September!) to say that the suite had been double booked for a wedding booking. I can't begin to imagine how it took this long for the hotel to realise their error or the fact that they had happily taken nearly £150 from my bank account for a room that they were now telling me I couldn't have. All that they offered to do for me was to downgrade me to a double room and refund the difference! Now if you see the suite and the double rooms you will be able to clearly see why I booked the suite in the first place. (To make it even worse the double rooms were available at a cheaper rate on booking.com than the rate they were now giving to me) I have now cancelled my stay completely and will take my business elsewhere. It's a shame as they suite looks pretty decent from the pictures online!

1st me and my partner got to the hotel and they said my booking is only for 1 person (booked the hotel over the phone) i ask for a double room for 2 guest with breakfast, eventually sorted it, 2nd they then told me I had to pay an extra £20 on top for an extra guest but it was their fault,I just paid it because I started to get irritated, 3rd got to the room and they had given us a twin room when I repeatedly asked for a DOUBLE, went back to the reception and they said they will not be moving us to the correct room, non of the lights work other than one, the hot water wasn't working, the bath has black and green muck all around it basically and awful nights stay I would not advise it

A fine room with all you need. Could be nice with a new bathroom. But in all a nice room, and a hotel situated in a quiet area, with regular busses to the city :-) Good restaurant and bar. Nice staff.

My preamble to this is that we only needed a place to sleep before heading onto our destination of the world famous Dinosaur Adventures, so we had low expectations. Brook Hotel managed to deliver on them all.... You know its going to be a good one when you pay as you check in not out. Room was old, towels thin and all generally get what you pay for stuff. Me and the wife observed the (possible) Norwich tradition of sleeping adjacent in single beds. Breakfast is a greasy treat. The usual standard all you can eat jobby, where everything tastes the same. Fatty. No locally sourced bangers here... Out the door by 9.30am. When you consider we only checked in at 11.30pm, they've done remarkably well to score only 2 stars. Then again it was only £70 for 3 of us...

Friendly greeting and check-in at reception, in fact most of the staff were very friendly. We had a pleasant room, reasonable size, overlooking the large inner courtyard. The only negative was no lift (but only one floor up) and we had to walk round three sides of the hotel to reach our room. The room had all usual amenities, comfy bed, good bathroom with full size bath and shower over, tea maker and aircon. The food was good, we had breakfast on both mornings with a hot buffet offering eggs, bacon, sausages, tomatoes, mushrooms, beans and fried bread or a menu to order things like kippers or scrambled eggs. We had dinner on the second night and both went for steak. It came on a large oval plate filled to the brim with large, tasty steaks, chips, onion rings, mushrooms and tomato. Unfortunately I can't review desserts as we couldn't manage one. There is also a pleasant bar and a car park. Not right in town but the hotel is very easy to drive to and a taxi was reasonably priced.

Friendly/happy staff.. we were meeting friends in the city for a meal and it was easier for us to get a room here rather then book taxis. The room was clean and spacious everything you need for a night stay. At the bottom of the stairs is a big tourist section with loads of flyers of everything to do in the area which I think is a nice touch as there is so much to do around here.

I used this hotel as a base for a university visit with my son. It's a 10-15 minute drive to the city and a similar time to the university. It's easy to find with plenty of parking. It's on the edge of an industrial area and next to a main road but this didn't disturb our night. The staff are friendly and helpful and the hotel is clean and tidy. It does seem to have an old fashion feel about it but I've no complaints. We didn't have an evening meal in the hotel but we did enjoy the breakfast. It's self service and includes hot and cold choices. My only complaint is that the tables for two are to small and with everything on left no room for juice glasses. To summarise, it's a clean and handy hotel for a quick visit.

We were looking for a convenient hotel, as close as possible to the hotel as we are not familiar with Norwich at all. This hotel is easy to find, has ample parking, an amusement/bowling centre next door - but is quite isolated and on the edge of a business estate/trading estate. The staff are really friendly & helpful. The reception and bar area are modern and clean, as are the hallways. The food served in the bar looked quite nice. Our room, a twin, was very tired but clean. The beds moved and creaked, but were neatly made. The bathroom was clean, and in fairness not too tired looking - but the anti-slip mat was covered in stains which was a bit disconcerting. The beds were so uncomfortable, cheap mattresses, and they seem short, both of us had our feet hanging off the end (may just be because we tossed & turned all night due to how uncomfortable we were - and the pillows appear to be foam, so a bad nights sleep was had by both of us. Surprisingly this hotel offers room service. We had sausage & mash, which was ok. We also ordered 'fresh fruit salad' which may have been fresh that morning, and was sour due to the orange juice it was sat in. We were told this venue has started to revamp their rooms, so I hope that includes better beds & pillows. In summary, for under £100 you can stay here at a functional, easy to find venue that has friendly & helpful staff.

My husband and I finally managed to get some time where the kids were looked after at home and we could stay away for the night and this was the perfect way to do it. The entrance hall was beautiful, the hotel room was fairly standard but spacious and clean. the staff were very friendly. The highlight for me was the AMAZING FOOD!!!! wow! 3 course meal for under £25, including lobster and king prawns. delicious sooooooo sooooo good. good portions as well. The only thing I was a bit gutted about is... I am 7 months pregnant and im not having caffine, the room had coffee and tea but no hot chocolate, I asked at reception if I could please have a hot chocolate sache and they said they did not do one but I could order it from the bar or from the night porter. I always have one before bed so my husband asked the night porter who simply said no, only tea or coffee. bit gutted about that but it wasn't to spoil a beautiful little break. I would recommend the best western in Norwich to anyone - especially for the food, The breakfast was amazing too!

Room nothing like pictured and advertised, bathroom light fixture cracked/old, bathroom vent FULL of 10 years of dust and body flakes visible while showering (no idea how it was still functioning), bathroom shower very difficult to get to shower mode, bathroom paint peeling chipped and worn, hook ripped from back of door leaving gaping hole as not bothered to repair, room skirting peeling, room walls badly stained, room air conditioner not functional (although advertised as Every room with FULL AC) room decoration nothing like new upmarket decor advertised on website and listings, what we stayed in more closely resembled a hostel not a hotel, room was unbearably HOT both nights with windows that only open 4 inches (those too were FULL of dust and grime in the runners etc) the room was that humid that i personally only got 2 hours sleep MAX per night, valuables safe in wardrobe not functional at all, wardrobe door runners old and very hard to open/close, all in all this hotel needs to advertise rooms that people will be staying in not just their flagship ones that you "may" on a whim get to stay in, totally misled when booking and only offered a £30 refund on complaining on all above faults, this was our first break away together as a family with our son in 4 years as we are not a rich family and saves for quite a while to afford a 3 day holiday, we feel completely cheated out of a stress free break, we sp0ke to 2 other couples while on this break who too had complained about various aspects of the hotel so i feel that my comments are completely justified, the only positive about the venue is the breakfast which was very nice Im sure this will go no further than the usual passive aggressive comments by the owner on the review reply section like many others but as i said this was a once in 4 years trip together that has been let down by sub par accommodation advertised as something that it is not, we were planning to get married at our local Best Western in Retford but have to seriously reconsider if this is the quality that it accepts for its franchisees

Yes, the Brook Hotel is stuck in a bit of a 70s time warp - lots of bright red carpets and dull brown doors - but it's effective as a simple stopover. We didn't use bar or restaurant - though bar menu looked reasonable - but used this as a bed for 2 nights and got what we wanted. Bed comfortable enough and good blackout curtains, air-con and a location away from the main road meant some decent sleep. The plumbing gurgles a bit and the bathroom is functional rather than attractive but if you can get this hotel at a good price then it's value for money if you're after somewhere to sleep on west side of Norwich.

My comment is about the conference and dining facilities. None of our group of 60 stayed the night. On Saturday night our church held an afternoon/evening event at the Brook and I have to say the Brook Hotel team excelled themselves. From the planning stages right through to delivery they were professional, accommodating and hit the mark perfectly on the day. They were friendly and professional and communicated with us at a high level and seemed to enjoy partnering with us throughout. The conference room was very nice, the three course meal was delicious - my terrine starter, beef main and chocolate tart dessert were all outstanding - and the attentiveness of our designated manager, Allister was some of the best I've encountered. Nothing was too much effort. We will certainly return. Thanks guys for making this a memorable event that folk were talking about the next day very positively

Arrived at 2pm after 6 hour drive up from Devon, only to be told that i should come back at 3 as no rooms were ready. Place looks shabby and dirty, and the room reflected this.. the toilet stank and the decor and room looked nothing like the website, to cap it all on a Hot night the air-condition unit did not work. I spent the night with the window open, hardly slept due to the noisy road. On a positive note i can say that this is a Budget Hotel at 48 quid...

after reading other peoples review about this hotel i was feeling a bit unsure about this hotel .well i have just come home from this hotel and i cant find anything at all to moan about ,the room the food the staff all very good .good choice of meals nice bathroom with all you need in toiletries ,plenty of hand rails to assist you .would recomend this hotel

Costing £120 a night I was disappointed with the hotel, evening food is very poor and expensive, rooms are aging and in need of decorating, be carful with the showers, gym and pool not available as be renovated glad it was for business and I did not personally have to pay. Don't stop find another hotel.

Reception staff helpful,we had a family room and it was nice and clean. I wasn't too impressed with the bed for my daughter as it was just a gold out bed and only just fitted in the room, had there been a fire getting round the bed would have been difficult. After booking in we went to the bar for a drink, no one there to serve us and when we asked at reception we were told that he was in a staff meeting! The meeting was in the restaurant right beside us! We could obviously be seen waiting at the bar but the staff meeting (3 of them) was much more important. The pub over the road got our business instead. The other thing that was peculiar with hindsight, was the fact that even though it was booked as a family room for 3 of us, there was only 2 cups for hot drinks and 2 of each of the freebies in the bathroom. On the whole though, it served the purpose that we needed it for as we had been to a show and didn't fancy the drive home late at night.

We stayed here for one night before collecting our kids from a sailing holiday on the Broads and heading north for our family holiday. I originally booked it because it is dog-friendly although we ended up not taking our dog with us. The room itself was OK - not enough options in the tea/coffee tray (no decaff, no hot chocolate) but the bathroom did have a faint stale small like mildew and was quite dark and dated. We didn't eat an evening meal here as we'd made other plans. Breakfast was lovely - we were up relatively early so it wasn't crowded or busy; the staff were very friendly. I can see why some people say it's dated - it was old-style in many ways (seemed quite dark to me in places) but modern in others (e.g. the corridor lights only coming on when you walked under them - very eco-friendly). I think better use could be made of the foyer area - my memory is of it being a large empty space other than a couple of chairs by the doorway. As I say, OK for one night but I wouldn't want to spend an entire break there.

This has to be the worst and dirtiest hotel I have ever stayed in! Where do I start? My husband and I finally got away from the children for one evening, and we were given a room with 3 single beds. I can love with that. The fact that there was no AC on a hot day was worse. Not to mention the fact that there was no cold water on the bathroom tap. Only scalding hot water. We went out and were told it would be fixed. Came back and it wasn't. How do they expect someone to brush their teeth or wash their hands??? There was dust and cobwebs all over the room. We asked for a refund and were declined it. After coming back to the hotel we grabbed our stuff and left. We went to check into a much nicer hotel. This one felt like an old hospital. The walls in the corridors were filthy.

I stayed here for 4 nights on business, the room needed a total redecoration, the divan beds were all stained down the sides the curtains hadn't been cleaned and were frayed. The bathroom had mould in the corners of the ceiling and it looked like they had just painted over it. The first night I ate in the restaurant, and although the portions were large, I am sure they did that to make up for how bland the food was, needless to say I didn't eat in there for the rest of the week, I ate across the road at the clock tower which was a massive improvement. On one of the nights the air conditioning broke down and they offered fans as a substitute but it was on a first come first serve basis as quantities were limited. If it wasn't for the fact that my company were paying for it I would have found alternative accommodation on the first night. I would definitely NOT recommend this hotel to anyone

Location ,area,great. Pleasant staff, but hotel is tired and dated. Needs a complete overhaul , certainly not worth the money being charged. Best western are a massive company, can't believe money hasn't been spent on refurb yet.

We booked in to stay for 3 nights at a good price via Booking.Com. We had upgraded to a suite for an additional small fee. Plenty of parking. We arrived a little earlier than planned and checked in. Our room was huge and was apparently the Honeymoon Suite. There were a few issues we noticed, the bath had some black scuff marks. We reported this to reception. We were asked if we wanted them to arrange for housekeeping to attend to this? I think this could have been handled better by saying, "I am sorry, I will arrange for housekeeping to attend to this". We also noticed that the small peddle bin in the bathroom had no lid, it appears it had been broken off! The drinking glasses in the bathroom were plastic water dispenser cups!! We tried to use these for a drink of water on the first night but they were too fragile. The bed was quite uncomfortable and it appears that the mattress has had a considerable amount of use.(It is the honeymoon suite after all) Springs could be felt on the surface of the bed and there was lots of springing noises when either of us turned over. We decided to have a drink at the bar on the first night and sat outside at the back of the hotel. There were three tables, barely enough for such a big hotel. The block set paving had not been swept for quite some time and there were lots of cigarette ends strewn across the whole area despite the fact there were ash trays on the tables. We ate in the restaurant on the first night. The welcome into the restaurant was excellent and the food was also very good indeed. The second day, those plastic cups were still in the bathroom when we arrived back to the room. They were the same cups and had not even been washed out. We decided that when we had another drink at the bar we would bring back a couple of glasses. The hospitality tray was rather sparse, no decaffeinated coffee or tea and no biscuits and of course no glasses. The breakfast at the hotel was very good indeed. A buffet of hot and cold food which was very tasty indeed. The hospitality during breakfast was also very good. The hospitality in the bar was excellent and the drinks more than satisfactory. Overall, the hotel needs updating throughout. The waiting staff were very polite and attentive at all times. The remainder of the staff never made eye contact with us or any other client that we noticed. This in my opinion is a major failing. All staff should take time to wish people good morning or goodnight and if relevant asking if everything was ok. When we arrived home, I had chance to check the bill. We had been overcharged by £21.95! My wife called the hotel and this was agreed and refunded. I have given this some thought. Suppose you go into the restaurant or bar and hear someone else give a room number. Whats to stop this from happening? This could clearly have happened to us as the meal was for one starter and one main. BE AWARE!!

We stayed here for one night when we visited Norwich. We had just got a puppy so could not leave her at home so this was the original reason we stayed here as we could take her with us. The staff were very friendly and were great with our fur baby, lots of grounds to walk her in and a large room for her to stay with us. The breakfast was not included but we paid for having this added and it was a nice breakfast although the staff did not seem to be able to keep up with the people that were in the restaurant and kept running out of items, again though they were very apologetic and did try and help as and where they could. Dogs are also welcome in the bar area so she could sit with us when we went for a drink in the evening so was great at this aspect. Location was great for the town centre with a more than average car park and local amenities. Would definitely stay here again if we were in that neck of the woods.

We arrived at the Brook Hotel with a few doubts in our mind after reading the reviews... We were greeted by friendly staff who quickly booked us in and we were directed to our room on the first floor...yes, the decor is a little dated but fine for the £80 with breakfast that we paid. The bed is large and comfortable, WiFi is free and the breakfast was lovely, once again the staff were really friendly and helpful. Definitely will be making this a favourite to stay again if we are in the area.

Only stayed for one night Comfortable bed, good tv, hairdryer in the room. Bathroom was dated and looked tired but was clean. Would definitely use again, was well priced and did the job for one night. Good budget choice

Stayed here in an emergency when a family member was hospitalised. The hotel itself was ok, quite dark decoration throughout and a bit foxed - battered door jambs, electrics noisy and fluorescent lights present, along with the ubiquitous orange g-plan furniture. In my week here the hotel was busy enough - groups of seniors, a cricket tour group, and it was perfectly OK. On the downside (and for me it was a disaster as I'd left my home in the clothes I stood up in to get to Norwich) the laundry bag remained resolutely on the bed. Even when it was made,it was placed neatly back on it... No clue as to how to get it actually washed. Reception promised.... I ate three times here (didn't have time for breakfast so can't comment) and found something very interesting out that isn't made apparent. You can eat in the bar - there's a bar menu which was ok, the Norfolk asparagus with poached egg and hollandaise sauce should have been divine but instead of hollandaise sauce I got a plate flooded with butter and vinegar - yuk. I mentioned it the bar person who laughed and said he'd tell the chef. Yeah right. Pasta carbonara was a hearty portion, hot, but the sauce (ironically) was way too thick heavy and ( never thought I'd say this) too cheesy - more like a macaroni cheese sauce but hey ho it was a comfort on a tricky day. The revelation came on my last night when I found out that there's an a la carte menu! Wow. Home made duck spring rolls - yes they were, two monsters with salad and hoisin dressing - packed with duck, to the gunnels - would have served as a light main. Then lobster tagliolini the likes of which I never thought I'd see. Fist sized monsters in a (presumably) home made lobster pasta (it was pink...) three of them dripping with a creamy rich sauce served with salad. I couldn't eat all three which was criminal, but I couldn't believe it had been made by the same chef who couldn't make hollandaise. Enquirers revealed that this was made by the 'second' chef, called Mario... So, well worth a trip there just to eat (albeit the dining room has a feel of vintage Butlins to it) because the whole menu was appealing, but I suggest you ask for Marios shift rota before you book as it was a chalk and cheese (oh ha ha) experience. A bit of a secret there, eh? You're welcome.

This hotel is very well located but is very shabby to say the least. The air conditioning was not working and the room was really stuffy and had condensation on all the windows and a smell of damp. I would not choose to stay here again it seemed to cater for coach trips.

Average hotel in an urban location. No major flaws but also nothing outstanding about it either. Served its purpose for a one night stay while attending a wedding reception nearby. We had a ground floor room which suffered from road noise.

Enjoyed my stay at the hotel. Staff were friendly and room was comfortable and good value for money. Only downside, the air con was broken and it was quite warm in the room. About 10 minutes drive from UEA.

We have stayed at this hotel on a few occasions as we have family who live close by.The staff with exception of 2 or 3 just weren't as friendly,for some staff i felt a friendly word would have been too much.The rooms were as comfortable as ever and really clean.The breakfast was a lovely buffet breakfast .The patio area at the back is a relaxing area.But had loads of weeds and looked unkempt ,nothing a bit of sweeping ,weeding and tlc won't cure.Not the same atmosphere as on previous visits but on the whole an excellent stay .

My company organised my stay at this hotel as I was working overtime in the local area. I stayed for 8 nights and the overall experience was maybe a 2 out of 10. The majority of the staff were quite miserable but not all. The apple juice every morning was warm, my dry cleaning was done promptly but when I arrived home I noticed 2 tshirts now had rips around the neck on both and black lines stained on the front. Some nights in the restaurant they has no pulled pork and even had no chips for 1 night and for somewhere charging a lot per meal and £98 a night for a double room I found this unacceptable and also my double room I was told to push the 2 single beds together as there was no doubles left. The main reception toilets had a strong smell of ruined and toilet roll holders snapped off the wall and overall very shabby. I signed up for a rewards card before my stay but since my return home I have cut it up and wouldn't return for free.

We got a good deal, a family room for 3 for £100 with breakfast, staff were helpful and friendly but it has that "travelling salesman" feel to it - a rather soulless place totally devoid of any character - but does what it says on the tin. On the positive side, breakfast was good and there is a very pleasant hidden landscaped courtyard you can sit out in. There's also free wifi. But on the negative side, we had those awful cheap plastic glasses wrapped in plastic, no trouser press and a view of the car park! In fact it is surrounded by car park. While there are nearby buses, actually signposting them and urging people to take sustainable travel seemed absent from the hotel agenda. Not at all built for walkers or cyclists. A shame they could not use the same gardener who did the internal courtyard so well for the external areas and to hide the mass of parking.

I stayed here for one night in the week on business I arrived and checked in late in the evening without problems It was one of the hottest days of the year and apparently the air-conditioning was not working anywhere in the hotel I ate in the bar, not the restaurant and the food was reasonably priced. I had sausage and mash which was all clearly reheated. the sausages were poor quality and the mash was tough The rooms were like walking in a time machine to the 80's. The internal doors are painted brown and the bathrooms are just awful I had 2 single beds in a spacious room which as I say was very dated I paid more than £100 for this room and I was extremely disappointed On this basis I will not be returning to this hotel and would not recommend it either

We had our works Christmas party here & it was great . It was in a smaller room than we have been to before at other places but it wasn't a problem we all had a great night . The food was good all accept the starter of terrine which looked & I imagine tasted just like cat food that come in the little foil trays

We had a wedding package for Saturday 9 July and cannot praise the staff and hotel enough. Michelle arranged everything to our requirements and Alistair, Danni and staff were fantastic, food was great, service great, very friendly throughout, and the honeymoon suite was amazing. The whole day went like a dream and it's all down to the team, our guests are still talking about the wedding venue a week later! 5* recommendation all round! Thank you.

Very nice hotel Only problem our room was 239 which was going up stairs then down 1 corridor then another then another apart from that nice hotel nice food easy to find nice service nice people went to a wedding there very nice was a bit pricey £98 for room and breakfast lovely surrounds the garden would recommend the place to friends and family

Me and my husband went to have a meal out and decided on the Brook as its not too far away from us. We went in and spoke with reception first, the reception manager was really pleasant and welcoming and she directed us to the restaurant even though it was only round the corner! Food was nice, I had the risotto, prices were reasonable and staff in the restaurant were also nice. Good selection of wine too. Wasn't sure about this place but actually the staff made it a very pleasant experience.

Stayed here on route to a family occasion. We booked after seeing nice photos of the bar and restaurant as we wanted to spend a relaxing evening here after a long journey. We checked in and found our room. It was adequate although a little tired looking. The bathroom could do with a revamp. Bed was very comfy. Our evening proved a big disappointment. The bar area was full of contract workers using laptops. The barman was not very friendly. It was not the atmosphere we had hoped for so took our drinks to the foyer. Dinner was also mediocre. The restaurant is quite nice but has no ambience. The food was served by a friendly waitress but was expensive and tasteless. A previous review suggested eating in the restaurant over the road and we wished we had. Breakfast in the morning was nice. All in all a lot of money for a rather disappointing visit.

Stayed at this hotel for 2 nights whilst on business in the area. The reception staff were helpful,cheerful and efficient. I ate in the bar on one of the evenings the meal was poor the burger was cardboard and the accompanying salad tired and un-imaginative.I sent my pint of bitter back as it had a nasty vinegar taste. My room was adequate but tired and dated and had a stale odour. On a positive note the buffet breakfast was excellent with speedy, efficient and friendly service. A bit of a mixed bag really,I do not think I would return unless it is re-furbished.

Stayed on business for 1 week alone. Hotel is clean and tidy but does need modernising which I believe is in progress with gym being renovated. Beds are hard and pillows are very thin. Not a good nights sleep at all especially when the air conditioning was broken. Food is reasonable but not brilliant. Will not stay again.

Well where to start...... We had our wedding here end of June and all I can say is amazing. We are so pleased we chose this hotel for the ceremony and reception as I can honestly say it was absolutely perfect! Our planner Michelle was such a lovely, down to earth lady who goes out of her way to help you to make sure you have exactly what you want. Having never planned a wedding before, I didn't really know where to start with the reception but Michelle gave me so much help and advice I really don't know what I would have done with out her! The ceremony/ reception room was beautifully decorated, I could not have asked for more. The guests commented on how lovely everything was - the food, the hotel itself and the staff - my god they were amazing. Every member of staff we came across was so smiley and friendly. The chef and his team did a brilliant job with our wedding breakfast and our amazing evening buffet - the meal was piping hot and delicious when it came out, very quick service for each course but we were not rushed at all during the meal so felt very relaxed. In the package we had a toast master John - what a gentleman! He did such a good job at organising during the day and was so attentive with not only me and my husband but also every single guest we had ( he even helped my mother in law to check in to the hotel and took her to the room) I cannot praise this hotel and the staff enough thank you all so much for making our wedding perfect - it means so much to us to have had such an amazing day to celebrate with all our loved ones and been looked after so well, there is certainly not a single thing I would have changed. To the General Manager Gareth - you have an amazing team and should be very proud of every single one of them!

This is a great hotel with only 2 floors (lift to 2nd floor), and handy for the town centre and attractions as it is very close to a bus route, (the parking in Norwich is horrendous!). Our ground floor room was comfortable, but not 100% clean. However, when my husband mentioned to the floor supervisor that the carpet had not been cleaned (we had been there 2 days by then), it was immediately dealt with. Full marks for that. The only other 'moan' was breakfast when my husband was shown to a seat, ordered tea, went to get some cereal and came back to the seat to find that someone else had been placed there! He had difficulty finding another place. However, again the problem was sorted. When I posted this review on the hotel's website, the Manager responded immediately and acknowledged the problems. Overall, I would return.

Arrived after a 5 hour journey to a queue of people and one member of staff on reception. She called he reception manager who came out of the office on her phone and continued to use her phone whilst checking in guests. Told where my room was and asked for an iron and board to be delivered. It didn't show. 3 single beds, although I booked a double room. Questioned it and got told that was correct.... Hhhmmmm ok then. Couldn't fault the dinner. Excellent steak, however barman couldn't pour a pint and was till less, had to correct the change twice. Never mind. Slept well, bed comfy albeit not the size I booked. Went for breakfast and my booking was questioned. There obviously wasn't any communication between reception and the restaurant. Breakfast eaten from the buffet choice and back to reception to re request an iron... At this point I got told that there was only 3 and house keeping weren't going door knocking to find one!!! Ok ok... I'll go without!!!! What a let down for a great western hotel!!!!

Needed a place to stay overnight for my firm's BBQ and the Brook Hill hotel was the closest by far. Parking was excellent and we were given a very warm and friendly welcome by reception. Immediate reactions were that the bar area looked a little dated and that criticism extended to the rooms themselves, which was quite dark and tired. But that said, the room was clean and the bed comfortable. You wouldn't want to spend a lot of time chilling there but as an overnight stop over its perfectly fine and affordable too.

A good hotel and pet friendly. Had a very pleasant weekend where our dog was a welcome guest. As a dog owner this is hard to find yet 1 in4 households in the UK has a dog! Thanks guys - you have got it right

This hotel operating under the Best Western brand had good food and helpful staff. Two of our party inadvertently left articles in the lobby sitting area. The staff took the time tò track down and return thd items to their owners. A comfirtable lounge area and reasonably priced laundry service add to one's enjoyment.

Me and my boyfriend came here for a single night stay to celebrate our graduation and night out in Norwich. The overall feel of the hotel is good. The reception is nice and spacious and there is a modern bar available while you wait, we arrived before our check in time and the receptionist was very helpful and managed to get us in our room as soon as possible (an hour before check in). The room was ok, the bed was comfy and there was a big flat screen TV with a good selection of channels. However, we couldn't turn on the air con or heating and the bathroom is dingy with a tired looking bath. My only other issue was that we were woken on two separate occasions in the morning by housekeeping coming in our room well before we were due to check out at 11....The first time I understand as we may have left, but for them to then return about half an hour later and just walk in again was completely unnecessary.

Dated, dingy and in need of refurbishment. Room dark with mould spots in corners and in the bathroom. The bed was reasonably comfortable but the general feeling of the creeps didn't go away. The initial friendly welcome from the male receptionist soon vanished when we made a room-change request "There's nothing I can do as we are full!" Excellent service in the restaurant which served barely average food. Not to be repeated. Last comment : The hotel's slide show in the reception area contained photos of VERY attractive bedrooms. Ours was not one of them.

The Hotel itself is dated and tired. No lift and very long corridors to get to the rooms. The rooms themselves are very tired and badly in need of being refurbished. Broken drawer fronts etc. The room was advertised as having Air Conditioning - it did have an air conditioning unit - minus any controls and looked as if it had been robbed of parts and not been working for years! We expected a lot of traffic noise from the busy road nearby, but even with the windows shut it was bad. The bathroom, like the bedroom really did need changing, no thermostatic controls on the shower, freeze or burn! Chips in the bath which had been 'patched up' and the whole thing was not very clean. The WiFi was also very hit and miss, possibly overloaded with so many people using it? Definitely would not stay again.

Returned 2 weeks ago from a 4 night stay at Brook hotel with my group. Have stayed here many times before and always get good service. The hotel is ideally located from the main A47 road. Rooms are a good size, clean and tidy with all facilities you need for a comfortable stay. The breakfast and dinner was a buffet/carvery with a good choice. The staff in the restaurant were first class and very helpful. Overall a very good stay with no complaints.

I travelled in a party of three for an overnight stop visiting relatives in Norwich hospital. Great value place. We paid £63 for a triple room. The Premier Inn was £72 each and we needed two rooms as they have a 'company policy' to not have family rooms. Pants to that! The Best Western did us nicely. Great reception staff, easy parking, edge of city, easy to find. Dinner eaten in the bar, basic but hot and tasty. My eggs came squashed, I asked for them to be changed and there were, very quickly and apologetically. Decor pleasant, nicer than most budget hotels. Clean rooms, decent size, shower temperature a little changeable from hot to warm, facilities including kettle etc. Breakfast was OK, perfectly adequate and good value for the £63 room charge. Full English buffet style with fruit, pastries etc. Again helpful staff. Would highly recommend for a stopover.

It's a standard hotel. Rooms are bland. Would not pay full £120 plus for room. Was heavily discounted as few stay on a Sunday. It specialises on weddings and conferences. Breakfast is extra and cheaper at carvery over the road. (check open). It a long walk to some rooms. No lift to upper floor . Had to help elderly couple struggling with luggage. up stairs.

Staff very pleasant and room reasonably clean.. However, the bath was chipped and the entire room needed refurbishing. In fact, the whole hotel is very drab in appearance and needs to be updated. The restaurant was very good, both in the quality of the meal and the attentive staff. The air conditioning in the room did not work, although they did provide a fan. Don't thnk I would stay here again. T

Is this a character hotel? No. Does it deliver? Yes. I paid £48 for a comfortable room, the staff were all very friendly and I enjoyed a decent local pint and well presented sirloin for £16. On the edge of Norwich it's well positioned if a little close to a main road into the city. I'd stay here again.

Very nice hotel, friendly staff and good restaurant and bar. Lovely breakfast with good choice of things to have. Would definitely return.Handy for the city centre and a good base for seeing what Norfolk has to offer. Recommended considering it is only a three star hotel.

Ideal location for us family live nearby. Parking very easy and check in swift. Room very chilly and dated. Bathroom awkward layout and in need of deep clean and/or renovation. Shower very very dangerous no thermostatic control on shower and water boiling hot! Bed was comfortable and staff very friendly. Public areas have been decorated, hopefully bedrooms will be improved.

Not for a long time have I stayed in such a dreadful hotel. VERY Rude Bar Staff and Breakfast Staff, dirty bathroom, shower that changed from ice cold to scalding hot without touching the controls, plug in electric heater, damp, cold, noisy, unfriendly, poor location (my fault). Unless you are forced to stay here find something else.

Booked here as visiting for the weekend, Rod Stewart at Norwich football stadium. Arrived , receptionist very welcoming. Booked us a taxi for following day. Hotel clean and everything we needed, wonderful evening meal, and nice breakfast.

Stayed at Brook Hotel for 1 night. The room I stayed in was very dated and cold. The air con / heating system wasn't working and there was only a small electric heater in the room which took ages to warm the room up. The bathroom was dated too and the shower was hot and cold - at least it woke me up in the morning! I realise this is a budget hotel but I've stayed at other chains and received a much higher level of service and the room quality was much better. I did hear a lot of construction work so maybe the much needed improvements are on its way!

Generally we enjoyed our stay as staff and breakfasts were very good indeed. The hotel is easily accessible and handy by car to city centre Norwich. Parking is good and facilities very satisfactory. However, the building itself seemed tired, decor-wise. Our room did not have the finish that one would expect from a Best Western. The corridors also needed some TLC. All in all for the price we paid for the stay the hotel was a little disappointing. Time for a re-furb I think!!

Very nice hotel with lovely rooms. Enjoyed sitting at the bar and the foods great too... Only complaint i would have is the foot noise coming from corridors is rather loud but other than that a great stay and i would visit again...

I've stayed here a few times, and usually find the hotel just ok. This time, however, it was quite bad of an experience. Room 230 smelled a lot (mold?) and when asked to change room, I was informed that the hotel was fully booked. Wifi didn't work either, and in spite they said it would be fixed, it never did, which forced me to go do some work on the lobby, along with all the noise. Probably won't return.

Myself and ny partner stayed for the weekend as we had a wedding to go to on the Saturday. We both have back problems. Nothing was too much trouble for the staff from bringing our caes upstairs to ice for my partners back. Dinner was lovely and breakfast very tasty. We travel a lot and for the rating of the hotel we were very happy. We will stay here agin. The staff were lovely.. Thankyou for evrything .

Stayed here a number of times. Over the couple of years the new owners have done quite a lot of refurbishment, it quite a bit better. The staff are very friendly and helpful. I had quite a bad problem with my room which was sorted out very quickly. The breakfast was one of the best I have had in a best western recently, good quality food, even the beans and sausages were nice. Its in a good location with access near major route. Hotel were fine with us leaving out motorcycles close to reception over night. Will be staying here again.

We attended for my nephews wedding last week. The staff were very friendly helpful and accommodating. The bedrooms were fine and cannot understand why some are saying they needed updating. Toiletries were nice quality. The wedding breakfast was superb and the evening buffet was so huge that there was plenty to be had if you needed it. The breakfast was adequate and would have liked fresh fruit or individual yoghurts. There was no continental option but there were a couple of varieties of pastries. What was outstanding were the poached eggs which I ordered both days as did not want fried and they were lovely and no taste of vinegar as some restaurants do. The carvery across the road was very good value but road was busy to cross

Stayed with a group of 35 friends the rooms were clean but the furniture was rather dated .I had a room at the back so was away from the road so was quite. Some had ordered newspapers but on the first day they had not arrived by 0900hrs when we went out for the day.The breakfast was a buffet but only fried eggs available and one morning no yogurt .There were 4 diabetics in our party but only fruit salad for dessert at the evening meal every day.I felt sorry for the waiters who were very kind and efficient but were embarrassed to tell us that we could not have any thing else.

Excellent service we hired the suite for the night room 215... Absolutely stunning... The bathroom has the wow factor.????.. We ate in the bar in the evening food good.. Breakfast was really good the staff where amazing anything you required was no effort for them.. Thank you for our lovely stay

Stayed for two nights. Beds were comfy. Room clean. Staff were excellent and went above and beyond helping us have a great time. The wedding reception was lovely and the food and service was first class. All staff were friendly. Great Best Western. Have breakfast but other family members did and it looked lovely. A great weekend!

Stayed here twice recently for 6 days in all. Rooms pretty good, a bit old looking but reasonably well thought through. Desk and chair good. On the Norwich ring road but still quiet and green looking if you ask for a room round the back. The food was very good. Breakfast had choices of specially cooked porridge and more. The evening meals were good too. It had other eateries near by with the city centre 12-15 minutes away. The leisure facilities were closed, which is why it was cheaper i think during these periods. So it gave me good value when I needed it. Staff helpful. All in all a well located good value hotel with great food. Highly recommended.

Booked by phone to prevent any confusion as I required one room on the Monday and a second room on the Tuesday when a colleague was due to join me. First night went OK, stayed in a twin room, arrived on the second night to find that the room I had stayed in the previous night was now occupied and my belongs ( well most of my belongings) had been moved to another room, also a twin, and my second room had been cancelled even though I had already paid for both rooms. Still awaiting an explanation as to why I was moved, why my second room was cancelled and where my missing belongings are although I don't expect any explanation will be forthcoming now, a week after this happened.

We had a pleasant stay at the Brook. The room was clean and comfortable. The hotel is undergoing a needed refurbishment. The food was good and the staff in the restaurant were very friendly and helpful. Plenty of parking spaces. This hotel was good value.

We booked two rooms for 3 nights. As soon as we arrived, it was obvious the place was a bit run down. The heating and airconditioning was not working in any of the rooms but we were not told about this. When we complained about how cold the rooms were we were informed that small convector heaters were placed in each room. They were not adequate. Towels were worn and some of the furniture was broken and it was clear this hotel did not meet the description on our booking confirmation or the website. Next morning, we checked out and found a much nicer hotel for the same cost. I will not be using Best Western again as this is not the first time I have found their hotels to be poor quality. Staff did their best and were very helpful.

Pleasure to stay here nice and hand for visiting Norwich city centre, and also easy for visiting family, loads of parking, with Lovely sized rooms, Would be very happy to stay here again, Bowling alley next door so very relaxed stay,

First impressions very poor due to the ambience and tatty decor and furniture. Bedroom was quiet but very warm and air con did not work. Shower was connected to bath taps that you had to spend time adjusting to get right temp only for it to constantly fluctuate once under it, from scalding to cold. Evening meal and breakfast was excellent. Breakfast in particular was very high quality for hot buffet. Staff attentive and well trained. I would stay again because of that, but hope it's on the list for refurb soon.

Good value, clean and comfy accommodation. Rooms were large with air conditioning and king size beds. Free wifi is provided throughout the hotel. Tried both the bar and the food and found both to be if a good standard. Breakfast was buffet style with a good selection of hot and cold foods

Booked at very short notice, a comfortable hotel, easy accessible by road with plenty parking. The rooms are clean and spacious, if a bit tired and in need of an upgrade in the bathroom. The bar does good value meals, just right for the solo traveller.

A pleasant hotel and in some places very worn decor, Staff very friendly, Room ok, comfortable Bathroom needs updating n toilet didn't flush n had to call maintenance New year eve party was good, even though they stuck us out of the way, around the corner but entertainment did come to us ha ha food was very good, over all had a great night,

Convenient location. Friendly staff. Food was very good and beautifully presented. They catered for my wife, who can not have gluten, pretty well. The rooms were comfortable and had everything you need. Only criticism was that the hotel and grounds could do with a little TLC.

scalding shower, cold room. there was an A/C unit with thermostatic control that I maxed out to 30 degrees which did not make any impact on the temperature all night! this was room 104 and my friends in the next room on the left hand side had no heating either. if I can edit this I will add photos later

The hotel was satisfactory for our one nights stay. The staff friendly and all expected extras were in the room. Tea, coffee, hair dryer etc. The only 'downfall' to this accommodation is the adjoining Beefeater where breakfast is served and an evening meal can be bought. The food was good but the service was very very poor. Left unserved for 20 plus minutes. Plates left uncleared prior to desert and when desert came the girl that gave them to us 'plonked' them on the table whilst staring at some people behind us on another table. She didn't acknowledge us or ask who's desert was who's and if she had paid any less attention the plates would have fallen off the edge of our table. Again I reiterate this is no reflection on the Hotel but be prepared for slack staff who don't seem to care in the Beefeater.

Apart from some renovation work going on in nearby rooms it was just what we needed for an overnight stay. Clean, large bed. Kettle etc and lots of hot water for bath or shower. There isn't a lift so if you have difficulty with stairs, request a downstairs room.

A nice hotel and most staff were helpful but there was no communication from Michelle Mitchie the events manager so the bar and waiter staff had no idea what the arrangements were for our wedding reception. Things that went wrong: The reception was for 100 day guests, 200 in total for evening, they put 1 person on the bar when everyone first arrived so we had to ask for more staff. We told Michelle that our guests staying over would like to use the 24hour bar after the reception but the staff were not told so unwilling to serve residents after the reception. A party for 200 people and they ran out of vodka. The hotel lost our glass sweet bowls and rather than do anything about it, Michelle accused guests of stealing and was very patronising. Girls left their bags unattended all night and none went missing but obviously our friends and family would steal glass bowls.... We had arranged for non residents to meet us for breakfast the next day, asked Michelle if they needed to know numbers and she said no, but on the day the restaurant were not expecting other guests, took their money but ran out of food. We wanted everyone to sit together in the morning and were told we would be set up. This didn't happen. Communication from Michelle to the staff was awful and inconsiderate. Although she was nice and reassuring to us during the lead up to the wedding, unfortunately she didn't support anyone on the day, was rude about our guests and then avoided us instead of apologising when we weren't happy. We stayed at the hotel an extra day and Michelle practically ignored us. If she knew that she had delivered and did her best for us she would have spoken to us. The bridal suite is a beautiful room and these complaints didn't ruin our day but I would NOT recommend an event here. We expected the plans we discussed a month in advance to be delivered.

Not a luxury hotel but a good cheap base for exploring Norwich and surrounding areas. Local bus service just across from the hotel meant trips into Norwich for Bars and Meals were easy and reasonably priced. Hotel was comfortable. My husband complained that the shower kept going hot and cold but I didn't have any problem. Buffet breakfast and as with all buffet breakfast's unless the food has just been put out it tends to be a little dried up but I expect that. Will definitely use this hotel again when we go to Norwich next time.

Our son got married there on Sat 9th April the hotel and staff were lovely the rooms were good the bridal suite was amazing and I would recommend anyone to have a wedding there, but I would not want Michelle Michie the events Co-Ordinator to arrange anything else she didn't organise anything well we arranged breakfast the following day for about 20 family members which she didn't pass on and there wasn't enough food for breakfast. She is very patrising and rude when you asked or complained to her when things weren't right. We had a few bits missing such as glass sweet bowls and she tried to tell me someone we invited might have taken them, I'm sure that's not what you say to a customer. Again I have to say I would recommend anyone getting married here but not ask her to help.

After a slight disappointment with our Christmas meal brooks hotel invited us back for a better experience... They certainly showed us an amazing time! Our waiter was brilliant, the service was quick, the food was DELICIOUS! And as promised there new refurbishment was definatly warmer. Highly recommend A+++

The restaurant area is very outdated and the food menu is quite limited. The menu is very misleading as my dad ordered "Cajun chicken" but instead received deep fried chicken with a sweet chilli. I looked in trip advisor prior to visiting this restaurant but the photos are very misleading as I didn't see anything on the menu similar to the pictures I saw online. For mains I ordered duck with teriyaki noodles, I asked for my duck pink and it came out overdone, the noodles were very stodgy and sticky and didn't taste very fresh. My dad and boyfriend ordered steak, my dad ordered his blue and my boyfriend ordered his medium rare, however they couldn't tell the difference between who's steak was who's because they were both overdone. These steaks didn't taste nice and the chips were obviously oven chips from frozen so not enjoyable. Overall, it was not a good experience and I doubt I would come again.

I booked and paid in full for 3 rooms with breakfast at this hotel in January as we were attending a close family members wedding held here on April 2nd. On Thursday evening two nights before our stay we were informed our rooms had been changed to a completely different hotel 5 miles away. On calling the hotel immediately we were told a wedding was being held and our rooms had been allocated to them and to call to speak with the General Manager the next day. I called first thing the next day to be greeted by a Hotel Manager who had obviously been trained at the Basil Fawlty school for hoteliers. His manner was unsympathetic., unapologetic and stated he was was not aware we were attending the wedding so it was our fault. He informed me that it was the practice of his hotel to overbook rooms in anticipation of cancellations and the hotel he was sending us to was costing him more money,this was untrue as i had called the hotel to check their tariff and availability and found it £30.00 cheaper.including breakfast. After spending all morning emailing and speaking with head office, the Brook Hotel and Superbreaks who we had booked through we were finally told 3 rooms would be available. Mr Stone the manager still made no apology for the upset and inconvenience caused and did not even offer a complimentary. drink. We enjoyed the time at the wedding but due to our treatment i would not recommend staying here.

This is probably the worst place I've ever stayed. When you visit from abroad you're not aware of things like locations and this place is situated in some kind of outer city miserable wasteland. Nothing like the photos either!! It's plain shabby. Yes, the room was a decent size BUT very, very basic and stuck in an 80's time warp. It's a long time since I've seen marble effect laminate covering a bathroom with a soggy nylon shower curtain. If you have low/mediocre expectations then this will be fine for you. If you have experienced anything more than basic lower level accommodation then definitely do not book this hotel. I saw the manager strutting around in a self important way and not once did he make eye contact let alone greet me or any other guest! That said, the other staff were very pleasant and given the grim surroundings they work in that alone means they are to be congratulated. ake eye contact let alone greet me or any other guest!

Took a weekend break here over Easter to visit Norwich. The price was very good although this did not include breakfast. After seeing the breakfast we added it at £10 per person and it was of a really good standard with friendly staff. The public area appears to have had a recent refurbishment and looks good. The rooms however (our room at least) are very dated and really need updating especially the bathrooms - ours had a hole under the vinyl on the floor from years of use. WiFi is weak in the rooms, never checked in reception/public areas. Overall an average hotel, which is what I expected for the price.

Good location, good price and dog friendly. Disappointed that the WIFI didn't work the whole time we were there, rooms our dated could do with modernising and noisy corridors. Needed a dog friendly hotel for our puppy to stay with us as only one we could find around the Norwich area.

On arrival we had forgot to state ground floor booked in a bit of rush and forgot to say I'm disabled room was changed with no attitude from very pleasant room was clean well set out maid's were lovely in morning very cheerful and helpful making sure we had enough essentials on our last night my daughter wanted to stay instead of dorms at uni a camp bed was put into room with saying no trouble at all great experience will choose for future stays

I booked a few weeks back to meet up and enjoy a Sunday lunch. We had been a had a good meal last year, so I did not think it would be that different. At the time of booking the receptionist had told me that they did not do the carvery anymore, but meals were plated, so I was prepared. On arriving at 1.15 the car park was nearly empty and as we walked into the restaurant we were greeted and I told the lady we had a booking, to be told "she had no bookings today", it felt like we were at border control, she then turned on her heels to show us to a table. This was a empty restaurant bar one full table and staff standing waiting, eventually a few more diners came, but it still had a grim atmosphere, it would be great for a wake. Food was ok and the waitress was attentive.

We have stayed at several Best Western hotels during the past 12 months and this was by far the poorest. Our final bill charged us for breakfast although we had already prepaid on a "bed & breakfast" basis. The lighting in our bedroom was poor and the wire attached to the heated towel rail had not been insulated. Breakfast items were being cleared away by members of staff while guests were still eating their breakfasts. No choice of eggs available for breakfast. The hotel has a "tired" feel to it and needs refurbishing. Disappointing.

A rather tired hotel which is happy to go along with the flow. Reception is friendly but only one staff member on duty during busy early morning check out period. Room was tired but clean. No biscuits and minimum amount of milk, comfy bed and good tv. Good free wifi. Bathroom tired with rust on shower curtain rail, fake marble peeling off, aged shower with stiff controller, no toilet brush. Light in ensuite took forever to switch on. Door did not close automatically. Cobweb in corner, paint coming off door. Breakfast service was good but food choice was limited. A few bits of pre-packed cheese and curling salami is not a continental breakfast. Only cheap sliced bread and pastries only on one day. Good bacon! No grapefruit juice. All in all okay but no better.

I booked a night away for me and the wife here as we had our wedding reception here 13 years ago, and I can safely say it was fantastic we had a meal in the restaurant and wow the food was cooked to perfection the staff were very friendly and attentive, our room was spotlessly clean with a nice size TV in and everything else you would ever need, we had a breakfast in the restaurant in the morning and it was superb same again staff were extremely friendly and helpful. I recommend anyone to stay here it's in a great location for getting into the city centre and for getting onto the A47 to go further afield the staff are extremely friendly the young lady on reception had a welcoming smile when we got there and was very helpful. Our night away was 100% perfect

Unexpectedly just popped into the Hotel for Sunday lunch. Was very impressed with the recent refurbishment. Very relaxing comfortable reception, lounge, bar and restaurant area. The staff were friendly, helpful, courteous and efficient.The meal was an excellent full roast with generous portions. We arrived just after a wedding fair had ended so had the opportunity to look at the wedding facilities. They were well presented and the lay out was absolutely stunning, any bride would be thrilled with the beautiful romantic look of the function room.

Went here for Sunday lunch recently and to our surprise the bar and restaurant have overgone a major refurbishment since our last visit - wow what a difference Looks amazing very modern and has completely changed the layout for the better Comfy booth seating in both the bar and restaurant areas, very relaxing atmosphere We both had a plated roast dinner and there was so much food we struggled to finish it all - excellent value for money The lovely girl on reception told us the bedrooms are also having a refurbishment so if its anything like the restaurant we cant wait to go back and have a look on our next visit Well done the designers we love it and will definitely be going back with friends

The fist room they checked me into was damp with no heating, dirty bathrooms and the toilet not working. Switched rooms which was fine. Still dirty bathrooms. Came in from a long day at work only to find out that housekeeping dumped all my clothes (dirty & clean & sneakers) and toiletries into my suitcase all crumpled. My toothbrush and razors with my dirty shoes and laundry!!! AND checked in someone else in my room!!! I'VE RECEIVED NO TELEPHONE CALL FROM THEM TO EVEN CLARIFY THAT I AM CHECKED IN BEFORE DUMPING MY PERSONAL BELONGINGS!!!! They tried putting me into another room and the doors were stuck and could not be open. So now in my forth room in a two night stay with my work clothes in a crumpled mess mixed in with dirty clothes and sneakers! I travel for work and for the past 6 years and over 10 countries I've never experienced such poor service and dingy rooms. For £108 a night you'd expect 100% better. Will not recommend this place to anyone!!! I'm only giving 1 star because this review rating system does not allow negative stars!

Room was terrible, plug in heater as no radiator, shower was dirty, basic room with just a bed and bathroom, located in between industrial estates. Not much choice food wise, staff were not that helpful. Only good thing was the bowling centre next door.

While it is fair to say that the hotel rooms (mostly the bathrooms) could do with some refurbishment, for the price the room is good. The bed was comfortable and large. The TV had ample stations and the room was wholly clean. I did not eat or use the bar facilities. The staff on reception were very friendly, as were the cleaning team members which I met. I would revisit.

I stayed for one night prior to a meeting in the area. The receptionist was helpful, and when I mentioned that I'd injured my back she arranged for someone to carry my bag up to my room (there are no lifts). The man who took my bag walked me past a stairwell, along three corridors, to discover that the stairs he was going to use were out of action/didn't exist, and we walked back to the original stairwell. My room contained a free-standing convector heater (not what I'd expect in a hotel chain) and there was a long piece of metal wedged between a spirit level (tucked behind the headboard) and the arm of a chair. I had no idea what this was until the following morning, when a workman walked straight into my room at 07:30, having been told that my room was empty. Apparently the metal thing was part of a wallpaper repair job, and I should not have been using that room because it wasn't safe. Breakfast was OK, and the musak in the restaurant was drowned out sporadically by the sound of workmen in the space adjacent to the restaurant. On returning to my room my key card didn't work so I had to walk back to reception to get it fixed. The receptionist was apologetic and helpful. On the plus side the bed was comfortable and the metal thing didn't fall on me in the night.

Stayed 1 night whilst visiting family in norwich. Room was a similar layout to premier Inn. Room was quite "dark"..not light and airy. With just a plain, cheap, free standing electric heater, Although it did heat the room well. Air conditioning was in the room but no instructions were left on its use. The screen on the air con showed a telephone symbol so I can only assume it was faulty. The bathroom was a little tired and dark, but the water pressure was very good. The bed was good and we slept well. I did notice that the restaurant and bar were empty when we checked in and still empty when we returned at 10:30pm which I find to be rather worrying. This is branded hotel chain, yet neither the residents or the locals use the bar or restaurant on a Saturday night.???? Having said all that, the room was 30 quid cheaper than premier Inn and we were only staying the one night. We slept well and were comfortable. On that basis alone I'd give it an average 3 out of 5. It did the job. If we need a 1 night stay again I'd consider returning, but, if we want a longer stay or food and drink on site then I'd have to look elsewhere.

When a hotel gets beyond its natural lifespan it's going to be hard to keep clean. This one has and it's cracked and peeling surfaces are just a sign of underinvestment. It is dark and dingy. Paint and wall coverings are showing signs of severe wear and tear. The service in the restaurant was just another example of "buy cheap". Our waitress could not understand enough English to take our order. The food was of poor quality and the restaurant decor more in keeping with a run down motorway cafe. Shall not visit this hotel again and Best Western need to address this fast if their brand is not to suffer. Don't take my word. Check out some of the visitor photo's. I wish I had.

A warm welcome was not followed through as we got into our room which was chilly. The decor was tired and scruffy. The heated towel rail and the hairdryer did not work. In break with the overall experience, the bed was comfortable and the shower was adequate. The carpet was old and smelly. The final straw was watching the waitress at breakfast pour the milk remaining in a jug on a recently vacated table into the communal breakfast cereal milk jug. Eeuww not nice. I won't be staying here again.

Stayed her for just one night. I found the staff very helpful however the hotel is currently undergoing a badly needed refurbishment. The rooms are old and out dated, corridors very cold although the room was very warm. The food I the hotel was very poor unfortunately.

its got everything you would need in a 3 star hotel... except a radiator... and i'm freezing, and may even have frostbite. poor service in dealing with the problem. but other than that there have been no significant problems... yet.

Stayed for 2 nights last week as my office booked me and a colleague in whilst working nearby. Receptionist was pleasant and courteous and explained about the refurbishment works taking place and the temporary breakfast arrangements. I went to my room and was immediately concerned about the cold temperature which was caused by a draught coming from the window. I tried my best to close it fully but the frame was warped. I'm guessing other guests had complained as there was an electric heater plugged in as well as the air conditioning unit on the wall. I closed the curtains to stop as much cold air as possible coming through and tried to turn the air conditioning unit on and set the temperature up to heat the room but it did not work (I'm an air conditioning engineer so tried more things to get it to work than the average person). I gave up and put the electric heater on which was very good and heated the room nicely. The TV was modern and large with a good selection of freeview channels. The bathroom was clean but dated but I'm guessing the refurbishment program will address this. The bed was comfortable and I had a good nights sleep (leaving the heater on medium to offset the draughty window). Although the restaurant is closed for refurbishment I felt the quality of the breakfast in the bar area was poorer than it could have been and some of the hot food was barely warm. I may return here in the future when working in the area if only to see the transformation and experience the hotel in more glory than on this occasion but all credit to the management for starting this large refurbishment program as the hotel needs it to remain competitive.

I don't really know where to start here. I recently stayed here for 3 nights. The room we stayed in although quite large was very dated and tatty. The restaurant was still open when we visited at the end of January. This also was tatty with torn seats. I realise the hotel is undergoing a refurbishment but wonder why it was let get so bad before they started as this was obviously long overdue. On the plus side the staff were mainly helpful all except 1 guy at breakfast who seemed to think the customers were just an annoyance. The hotel was also clean. When we checked in we were asked if we wanted to reserve a table for dinner. I declined at that time as had no idea of menu or prices. I wrongly believed there would be a menu in the room or at least outside restaurant, but no. Only way of finding out price and menu was to walk in and ask. There was bar menu however in room. Hopefully this will be rectified after refurb otherwise they are not going to attract many customers. Also on the Saturday night we had to put up with drunk people running up and down corridor downstairs at 2.30 in the morning. The hotel door would have to have been opened at that time by night porter and would have heard commotion but no assistance and no info in room how to contact reception. Fortunately we had stayed here on a deal but would never have paid full price. I hope this place improves after refurb but don't think I will return. Not a very good reflection of a best western hotel

The price and value for money of the hotel room was great however the food i ordered in the evening and the breakfast was a joke worse still the breakfast served in the bar of all places in the morning was not what i ordered i had to wait so long for a table as a the re ferb in the restaurant started that day the waitress although charming really struggled with the most basic requests like a full english breakfast please my first table was given away i eventually got fried egg scrambled egg and toast then a piece of bacon on a side plate after asking for the rest of my breakfast then 5 mins later 3 sausages arrived the couple sat next to me had 4 days left in this hotel and said they wished they had stayed at fawlty towers lol value overall very very average to sorry i have to say POOR

Stayed here for a two night break with first night dinner included. Arrived to find extensive refurbishment work being undertaken in the restaurant - unfortunately restaurant is in an open area next to bar and reception so the noise and dust is very evident. Work appeared to begin about 08:00 and finish around 18:00 - 19:00 builders left doors open to move stuff in and out so it was very cold in the public areas. Dinner and Breakfast is taken in the small bar area with TV's all around each showing different channels - very offputting. The rooms themselves are very tired and I assume are the next to be refurbished. My advice is to wait until all the builders have left.

A pretty tired looking hotel, mass renovations going on, a good lick of paint needed throughout. Restaurant being renovated, so breakfast was in bar area. Not ideal and not helped by workmen wandering through while trying to tuck into my sausages. Room was comfortable and I was well away from the banging and drilling going on in the restaurant. Apologies given by staff for state of hotel, but I'd avoid until renovations are complete.

Stayed here for 1 night and it was fine and good value for money at £35.00. I found the reception staff really pleasant and helpful although they seemed pretty busy. The rooms were fine. It is out of town so not so good without a car - as I found out but I would stay there again if in the area.

I arrived at the hotel just after 9pm so after 3 hours driving just wanted to get comfy in my room. 4 times I had to return to reception as the room key wouldn't work. On the 4th attempt a member of staff accompanied me to help get in to my room. Whilst going down to reception numerous times I was surprised to see young men doing hands stands in reception and the staff just stood watching for amusement. How unprofessional. I was going to order room service when I got in to my room but it would be helpful if you advised how you can call reception other than call the main number. Bizarre...no room service direct dial on anything in the room or on the phone. I didn't bother in the end as couldn't be bothered to go down to reception for a 5th time. Breakfast was dreadful. I stood and waited to be seated whilst the waiter stood talking to workmen in the hotel....he could see I was waiting . Breakfast was cold and unappealing. I appreciate you are refurbishing but that isn't an excuse for the quality of food being served. What actually shocked me most about this stay was that whilst at breakfast a guest was complaining to the waiter about having several nights of being woken up in her room. Her son was disabled so they were in a ground floor room she proceeded to tell the waiter about how early morning tradesman were waking them up. As soon as the guest walked off the two waiters laughed and joked about her. Awful just plain awful. Train you staff properly and employee people who are genuinely wanting to work in the hospitality trade. Certainly won't be returning.