Best Western Brook Hotel Norwich, Norwich

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

Gareth Stone, General Manager at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, our drink prices are compared to the market & we constantly review these.

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.

Gareth Stone, General Manager at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I am very sorry to read about your issues you experienced during your stay with us, I have spoken to the head housekeeper who will be speaking to her team regarding this.

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.

Gareth Stone, General Manager at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent view of our hotel. I am sorry to hear about the issues you encountered, I ca only apologise for them & will of course be speaking to housekeeper about them. With regards to the twin room, all our twin rooms come with single beds, this is how it is advertised on our website, also you did only book for 2 people.

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.

Gareth Stone, General Manager at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review, I would like to point out our staff deserve to be treated in a manner you would expect to be treated yourself in your own work place, they do not deserve to be treated in a vile & rude manner such as the way you treated them.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I am pleased to hear you enjoyed your stay & I look forward to welcoming you back in the near future.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review, it is lovely to hear you enjoyed the fools at Fawlty event, it is always cheaper at any hotel phoning direct due to the high commission charge we have to pay.

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

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review, our bar menu has a selection of salads, pizzas, home favourites so more than just burgers & our restaurant menu has a choice of 6 starters, 6 main course plus a grill menu s I am unsure how you can call that limited, but I appreciate that everyone has their own views.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I will certainly pass on your feedback to the team so that they are aware.

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 .

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review, I am sorry you did not enjoy your lunch with us. I can only apologise that you were told that the table was needed again for 2.30pm, your booking was at 12pm, this should have been plenty of time & the staff should not have mentioned this to you. I am unsure why you are claiming there were no Yorkshire puddings as this is incorrect, however we did not have any pigs in blankets this day. Again, as I explained to you in your email, I could not reply to you as your email address you had left was incorrect, shame that you feel you have to leave reviews like this on a local business.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I am struggling to understand how the basin can be to high & the taps sit over the sink, very strange comment. I am sorry that you did not find the food on the carvery stayed hot I have of course passed your feedback on to the head chef though.

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!

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I hope you enjoyed the Thursford Christmas show & we look forward to you returning to us next year.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review, I am pleased to hear you enjoyed your stay with us & we look forward to welcoming you back in the near future.

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

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I will of course pass your feedback onto Mayumi & Vali & we look forward to welcoming you back in the future.

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I am sorry you experienced some issues with the air conditioning unit in the first room but it pleasing to read you had your issue sorted out by reception. I will share your feedback with the team regarding your stay.

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!

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, it is pleasing to read you enjoyed your stay & I will make sure I share your feedback with the team.

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I am sorry to read you did not enjoy your stay with us & do hope you will return in the future for us to change your opinion of us.

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 .

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I am pleased to hear you enjoyed your stay with us & that you enjoyed the wedding. I look forward to welcoming you back in the near future.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I am sorry to hear that you did not enjoy your stay with us. I am pleased you enjoyed visiting Norfolk though.

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

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you Mr Root for your recent review of our hotel. Your complaint was of a door not shutting flush on a cupboard, this was open by 100mm, not really complaint worthy, you are correct. I did apologise though for the wear to the net curtains & our housekeeper has since replaced these. Also, the bathroom has 4 LED spotlights in there, two of which are above the sink, how you cannot find this adequate I am at a loss. I did apologise to you for someone deciding that they would smoke in a bedroom, even though this is against the law & we are a non-smoking hotel, we will always stop people smoking if we find them doing it. You are correct though, these small issues, some of which are not our fault do not warrant anything more than an apology.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your review of our hotel. As you rightly say it was abnormally hot weather, we only advertise that we have air conditioning in the bedrooms not our public areas. It is very rare that we get complaints about our mattresses, however I do understand that it is never the same as sleeping in your own bed, however just for reference we do purchase our mattresses from the same company as premier inn.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am pleased to hear you enjoyed your stay & look forward to welcoming you back in the near future.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I will share your feedback with chef & his team, please accept my apologises for the wait. We are around 1.5 miles from the showground, not sure why it took you 45 minutes to walk it, maybe you went the wrong way!!!!!

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I am glad you enjoyed the upgrade & we look forward to welcoming you back in the near future.

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

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I am pleased to hear you enjoyed your stay & we look forward to welcoming back in the near future.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. It seems as though you enjoyed your stay despite only scoring us three, hopefully next time you stay you will dine in our restaurant & score us higher!

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. It is such a shame that after we did offer you compensation for your stay you still have to leave poor reviews on tripadvisor. We are in the process of current refurbishing all our bathrooms, we will be completed with this project by the end of the year so I can understand your comments on the bathroom. With regards to the air conditioning, we did suffer from a breakdown that day which we can never plan for.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I will make sure the team are aware of your kind comments & we look forward to welcoming you back in the near future.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry to read about the issues you had to start with but am pleased that the team acted on your complaint & you enjoyed the rest of your stay with us.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I glad you enjoyed the party, I will certainly pass your feedback onto the chef & the restaurant team. I will look into the bed, I am unsure why it would dip in the middle but thank you for bringing it to our attention.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I look forward to welcoming you back to the hotel 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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, you are correct, we are only 2.7 miles to Earlham Park but the taxis will not take that route. We only have one suite at the hotel & we picked one of your party to upgrade them, I am sorry it was not you but your friends, maybe next time when you come & visit Norwich we will be able to upgrade you instead. After 11pm we have limited staff on this is why no one was on reception, I am sorry you had to wait for your key.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am pleased to hear you enjoyed your stay with us. I will speak to the head chef regarding the description of the chicken meal you had, please accept my apologises for the confusion.

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

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am happy to read you enjoyed your stay with us & that you found the Only Fools & Horses night fun. We are hosting another one later in the year & we hope to welcome you back to the hotel.

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!

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am please to hear you enjoyed your stay with us & we look forward to welcoming you back in the near future.

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 !!

Gareth S, Opeations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. It is always pleasing to read that someone has enjoyed their experience with us & I will be passing on your comments to our head chef & his team.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am pleased to hear you have stayed with us on a number of occasions, just for your reference we will be changing our bar menu shortly.

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

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry to hear you do not like staying with us, if you could email me directly on gm@brookhotel.co.uk so you can tell me what is exactly wrong then maybe I can help & you could leave us a positive review instead.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry to hear that you experienced some issues while staying with us, I will certainly be raising this with the kitchen team.

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry to hear that you did not enjoy your stay with us..

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. If I have promised you a refund & it hasn't been received yet, please contact me on 01603 741161. However as I did speak to you the other day you said you had received it. I also explain the issue with regards to the hot water on the phone to you, we have suffered a break down of one of our boilers, this is totally out of our control & it is being replaced but unfortunately on the weekend you stayed, when everyone was using the hot water we did have a shortage.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I am pleased to hear you enjoyed your stay with us, I look forward to welcoming you back in the near future.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am pleased to hear you enjoyed your stay with us & I look forward to welcoming you back in the near future.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. We are currently refurbishing our bathrooms throughout the hotel, hopefully if you come back to us soon you will be able to stay in one of our new rooms.

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

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am pleased to hear you enjoyed your time with us apart from the bus timings. I do hope it hasn't put you off from returning again in the near future.

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I am pleased to hear you found the stay comfortable & clean & we look forward to welcoming you back soon.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I am pleased to hear you enjoyed your stay & we look forward to welcoming you back in the near future.

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

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, the pleasure was all ours to be part of your big day & it is lovely to hear that you enjoyed it as much as we did hosting it. We wish you all the happiest in your future together.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I am pleased you enjoyed your stay with us & we look forward to welcoming you back in the near future.

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

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I am sorry to hear you did not enjoy the bed in our suite, I will take this on board as we value all feedback.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am pleased to hear that you enjoyed your stay with us & I look forward to welcoming you back in the new year.

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!

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you Peter Maloney for your review, I would just like to clear up a couple of issues with your complaint, we check all maintenance issues if a complaint comes before we would refund anyone, as some guests think they will complain so they don't have to pay for there room, this is what you have tried doing! There is no issue at all with the air conditioning in the room you were in, it has even been checked by outside air conditioning contractors, we can only assume you couldn't figure out how to change the mode from fan to heat by pressing the mode button! Secondly, in your complaint you sent to us you claim that the heater we did supply to you didn't work, but in this review you have said it barely took the chill off the room, when I personally checked the room on Monday morning I checked the air conditioning unit which was on fan mode not heat, which i changed by pressing the mode button, then switched the heater on, it was working perfectly & after 5 minutes it really did warm the room up. Our staff have not told you that the system is "knackered", we have one wing which is undergoing maintenance as I explained in my email to you, these rooms have heaters in, the room you were in is not undergoing maintenance & works perfectly well. As I previously stated, maybe you couldn't figure out how to press the mode button to heat or maybe it was your plan to try & stay without paying but please do not refer to us as liars.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I am sorry to read that you did not enjoy your stay with us I will pass your comments onto the team so that they are aware.

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

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I am pleased to hear you enjoyed your stay with us & I look forward to welcoming you back in the near future.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, it was our pleasure to look after your business meeting & we hope to see you again in the near future.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I am pleased to hear you enjoyed the wedding & the stay over & I hope to welcome you back to the hotel in the near future.

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

Gareth S, Operatons Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your review. As I did put in my email to you apologising that you had a disturbed night, you cannot blame the hotel for guests making noise. Yes, you did inform us on the first night & the night porters did deal with it, but you did not tell us about the noise on the second night. It would appear that Halloween made people act slightly mad over this weekend.

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

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I am pleased to hear the team were able to accommodate your requirements & we look forward to welcoming you back in the near future.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I am sorry to hear you felt uncomfortable in your room, it is a shame that you decided to put this on tripadvisor though & not email me the hotel directly, but I suppose that is the world we live in nowadays.

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

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am very pleased to hear you enjoyed your stay with us. If you would like to get the best rate possible again in the future please contact our reservations team directly on reservations@brookhotel.co.uk & they will ensure you get this.

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!

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry that you did not enjoy your stay with us. We are currently refurbishing our bedrooms & bathrooms, this is an on going project over the next couple of years. As you mentioned your daughter is at the nearby uni, if you need to stay again please contact me directly on gm@brookhotel.co.uk & I will be able to make sure you get one of our new rooms.

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

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry you did not enjoy your night with us. We have had all of our beds replaced in the entire hotel in the last two years, however I do understand that there is no comfort like your own bed.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am pleased to hear you enjoyed the comfort of the air conditioning during this hot summer, I am unsure why you found the TV signal fuzzy as we have had no other comments about this from other guests.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry to read that you think one of our housekeeping staff would take a phone charger, these are extremely cheap to buy, under £5 from amazon not expensive as you claim, we have total confidence in our staff & have never had any issues or complaints like this ever raised before so maybe you just left your charger elsewhere.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I am pleased to hear you enjoyed your stay & I look forward to welcoming you back in the near future.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I have taken note of your comments & passed these on to the housekeeper. I hope that we get the opportunity to welcome you back to the hotel in the near future.

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

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am pleased to hear you enjoyed your stay & I look forward to welcoming you back in the near future.

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

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. We are currently in the process of having all our bedrooms & bathrooms refurbished, we are currently 50% of the way through this & hope to have the bathrooms finshed early next year.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I will certainly pass your comments onto chef regarding the pizza, I am afraid that there is nothing I can do regarding the road, when the hotel was first built it was not anywhere near as busy as it is now.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank yo for your recent review of our hotel, I will certainly look into the bed runners however you are the first person to ever mention so I feel it is slightly over the top to call it a "health & safety nightmare".

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. It is always lovely to hear about guests enjoying there stay with us & I look forward to welcoming you back in the near future.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am afraid it is common practice to ask you to either pay in advance or leave us with a pre-authorisation of your credit card. You cannot book 10 days in advance & expect us not to want a guantee that you are going to pay when you leave. As you decided to pay in advance you had no credit available on your room, again you need to pay for your drinks after you have had them. It would be lovely to take everyone at their word that they will pay but unfortunately they do not. With regards to your comments on lack of choice for dinner, we offer a TDH menu in our dining area with 8 choices of starters, 8 choices of main, 8 choices of dessert & also a bar menu with over 20 dishes on it, how is that a limited choice!

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry that you did not enjoy your stay with us, we are currently refurbishing our bedrooms & bathrooms so hopefully if you stay with us again you can request one of our new ones. I will just point out that the burger in the restaurant is not the same as the one in the bar, in the restaurant it comes with onion ring, peas, tomatoes, salad as well as bacon & cheese on the burger, when in the bar it is a plain burger & chips, that is it, such a shame to leave review like this just to try & damage someones business.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you or your recent review of our hotel. It is lovely to read such a nice review, the team are all very proud of the weekend & really happy to hear it was a success from your side. We look forward to welcoming you back in the near future.

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. :)

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am happy to hear you enjoyed your stay with us. I am sorry to hear you were allocated rooms on the first floor, like you said if you had mentioned it in your booking we would put you in a room on the lower floor. I do hope that we can welcome you back to the hotel in the near future.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, it was our pleasure to be involved in your big day & we wish you many years of happiness together.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I have passed your feedback regarding the beans onto our chef so that he is made aware.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. We have been carrying out some refurbishment of the hotel recently & this is possibly what you could smell. I can only apologise for the pedal bin, I will make sure the housekeeper is made aware.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I am sorry that you think our rooms are overpriced but we are in line with the market place, if you wanted Bed & Breakfast prices you are correct you would have got it cheaper, but we are not a bed & breakfast.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am very pleased to hear that you enjoyed your daughters wedding with us, it is always pleasing to read such nice comments. I will of course pass on your feedback to all our team so that they are made aware.

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!!

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank for your recent review of our hotel. I am sorry to hear that you did not enjoy your stay with us, however I would like to point out you did not book a double room, if you check your confirmation you will clearly see it says under the room description that you booked a twin room with 2 single beds. I feel it is a bit harsh for you to then leave us a poor review & also expect recompense when you actually got what you booked. You were never told "unlucky the hotel is full", however as we were full we couldn't move you to another room, I am sorry you feel this is not good enough. I would suggest in the future, just to double check your bookings before going to stay at a hotel & then leaving them a poor review, for your mistake.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry to hear you did not enjoy your stay with us. As you have rightly said, we have been refurbishing our bedrooms & this does take some time to do. I will of course feedback your comments to the team.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. We are, as you said ideally situated for visiting Norwich & the surrounding area, only 1 mile to UEA & 3 miles to the city centre. The sat nav thing is a little strange, however you can't miss us we our hotel sign & the fact we are the biggest building on the estate.

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

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am very pleased to hear you enjoyed your stay with us & I look forward to welcoming you back in the near 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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. It is always lovely to read such a nice review, I will make sure I pass your feedback on to the team.

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

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry that you did not like your room, we are currently midway through refurbishing all our bedrooms. This is an ongoing process & we current have around 50% of the hotel refurbished. All websites do show all our bedrooms but of course the first ones on any site will of course be the new rooms. However, thank you for your kind comments regarding our staff.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I pleased you always enjoy returning to the hotel, we look forward to welcoming you back in the near future.

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!

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry to read that you did not enjoy your stay with us. I can only apologise that the WIFI was not working when you checked in, however I am pleased to hear it was sorted soon after. With regards to your dinner comments, the prawns are not frozen they are made on site. I have passed your feedback onto our head chef though, our set two course dinner price is £22.95, this is not expensive. With regards to the wine, I am unsure how to answer this as we do not sell dessert wine & have never had any need to purchase any so we would not have a display bottle in the hotel are you sure about this as I am not?

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

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry to hear you did not enjoy your stay with us, I will of course pass on your feedback to the restaurant team. I am unsure why you had to wait 20 minutes for breakfast as it is a self service breakfast. With regards to room rates, it clearly states on all websites what you are booking & also on your confirmations.

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

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry that you experienced some issues while staying with us, it is always unfortunate when a previous guest decides to break the law & smoke in the room, it does take some time to get rid of the smell. I can only apologise that the housekeeper missed the shower cap that had been placed over the smoke detector, if we had any other rooms to move you to we would have done but for happened to be full that night.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry you encountered some issues while staying with us. I appreciate your comments regarding the bathroom, we are currently refurbishing them & hope to finish the project early next year. Thank you for your kind comments about the staff I will certainly make sure they are made aware.

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

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. We are very proud of our new rooms, it is an ongoing programme that we hope to have completed by early next year. I will make sure the team are fully aware of your comments & I hope to welcome you back in the near future.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry that we appeared to let you down with regards to your gluten free diet, I have passed your feedback onto our head chef so that he is aware. I do hope this has not put you off staying with us again in the future.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am very sorry to hear that you had a disturbed nights sleep due to plumbing work. I will of course look into this with the maintenance team. I am afraid the traffic is not really something I can control, we are on a main road into Norwich city centre so it is busy. I will pass your comments onto the F&B team regarding breakfast & dinner though. I do hope that we will see you return to us again.

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.

Gareth S, Operations Director at Best Western Brook Hotel Norwich, responded to this review
Thank you for letting us play a part in your big day. I will certainly make Radu aware of your review & your very kind words. Yes, the weather did cause a little bit of stress but I am pleased to hear everything went well & you enjoyed yourselves. We wish you all the happiness for the future & look forward to welcoming you back in very soon.

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

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am pleased to hear that you enjoyed your stay, I will pass your comments onto the team. I will also feed back to the kitchen & restaurant team with regards to your feedback regarding service speed. I hope to welcome you back to the hotel in the near future.

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!

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I do hope your family member is feeling better soon & we hope to be able to welcome you back to the hotel for a relaxing stay next time.

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry to read that the heating was not working in the room when you stayed with us, I will report this to our maintenance team who will investigate into this manner.

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?

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. We take all feedback seriously & I will make sure the team are made aware of your comments. I do hope this has not put you off from returning to the hotel in the future.

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. I am pleased to hear you enjoyed your stay & I will make sure the team are made aware. I look forward to welcoming you back in the near future.

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. I am pleased to hear you have enjoyed your stay with us again & I look forward to welcoming you back next year.

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

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Many thanks for your recent review. I would just like to point out that yes we do put turkey on each night, it is Christmas after all but their are three other options that are totally different each evening you dined with us.

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. I am sorry to hear that you did not find the bedroom to your satisfaction I will certainly be highlighting your review to our head housekeeper.

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!

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Many thanks for your recent review. I would like to just comment that Mr Turnbull is one of the rudest customers we have ever had in our restaurant. It is not acceptable to swear at our staff because you do not wish to wait for other members of your table finish there meal. I would also like to add that the party you were dining with even felt they had to apologise to us for your behaviour as well as your tour operators driver! You are not allowed to swear at staff in a post office or supermarket so why do you think it is acceptable to do it to staff in a hotel.

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. We are currently in the process of having all our bathrooms refurbished, this process as I am sure you can understand does not happen over night. I have passed your comments over to the maintenance team regarding the raditors for them to look at.

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!!!!!!

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. Thank you for your kind comments I will certainly make sure the team are aware. I look forward to welcoming you back in the near future.

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry that you found the room noisy, we do not actually have double glazing & as a city property around rush hour it can be noisy. I have passed your feedback regarding breakfast onto our head chef & please accept our apologises for this.

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

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. I am sorry to hear that you did not enjoy your stay with us, I will feed your comments back to the team.

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

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. I am not sure how you can describe the hotel as dated as it was completely refurbished in our restaurant & bar area last year, however I do not expect everyone to be an interior designer! Your comments about the carvery are a little unfair, you maybe used to four meats were you go but we only offer two with a fish dish & vegetarian offering, that is still four choices.

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. We are due to have some walk in showers installed on our next round of refurbishment, this is due to start next year.

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry that you were kept awake, I am not sure what this would be & have handed this over to our maintenance team.

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. I have not been made aware of any complaint on booking.com so please except my apologises for this. However I would just like to say that you did speak to the night manager regarding the so called woodlice in your room, he asked if he could come & see them as we are unsure how we would have woodlice in our bedrooms but you said that you had flushed them down the toilet, this unfortunately is a bit suspicious to us when you then want your money back because of this!

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am pleased to hear that you enjoyed your stay & I will be sharing your kind feedback regarding the staff with my team. With regards to your comments regarding the bedroom décor, we are currently under a refurbishment programme, we have had 50% of all our bedrooms updated but it would appear you were in one of our older rooms, perhaps next time if you book direct with us& not through a third party booking site we can offer you one of our new rooms.

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. I am pleased to hear you enjoyed your stay & I will pass on your feedback to our head chef regarding your pizza. I look forward to welcoming you back to the hotel in the near future.

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, however I am going to have to correct you on some points. There is a bus stop directly opposite the hotel with buses going directly into the city centre every 15 minutes or to the University, there are a number of shops within a 5 minute walk of the hotel. We have also had a huge amount of refurbishment completed at the hotel, mainly the restaurant, bar & public areas & also around 50% of our bedrooms, but I do understand that not everyone is an interior designer & understand some of our schemes. I do hope that it hasn't put you of returning to us in the future.

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Many thanks for you recent review of our hotel. I am sorry that you feel our buffet is lacking something, I will share your comments with our head chef & food & beverage manager so that we can look a what is on offer.

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. I have asked the maintenance team to look into the hot water issue as this is not something that has been raised with us before. We are in the process of refurbishing all our bathrooms & it would appear you were in one of our older rooms, if you contact me directly if you are visiting in the area again & not book via a third party website I will make sure you get one of our new rooms. With regards to the bar being closed at 10pm, I have spoken to the food & beverage manager & he is unsure why you would think this was the case, our bar is open until 11pm then manned by the night team, maybe the bar staff just were not behind the bar at the time & you have mistaken this for it being closed. I do hope that this has not put you off returning to us in the future.

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. It is always nice to read positive reviews about the staff & I will be sharing this with Corina. I have also passed on your feedback regarding breakfast to our head chef so that he is made aware.

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

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. With the UEA only being three miles away, you are correct we are in a great location if you are visiting the campus.

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. It is always pleasing to read such nice reviews, I will of course pass this on to the whole team.

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. I am sorry to hear that you encountered some issues while staying with us. I can only apologise for this & will of course be passing your feedback on to the entire team.

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. It is always pleasing to hear that someone has enjoyed attending a wedding at the hotel & I will of course pass your feedback on to the whole team.

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. I am sorry that you did not enjoy your stay with us, I take all feedback seriously & will of course be passing this on to my restaurant manager & head chef so they is made aware.

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel, I am sorry to hear that you did not enjoy your stay with us, i will of course feedback your comments to the team so that everyone is made aware. I do hope this has not put you off returning to us in the future.

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel, I am pleased you enjoyed your stay, as you have said you are pleasantly surprised but with all review sites people only tend to leave negative reviews not posititive so thank you for yours.

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. We are in the process of having all our bedrooms refurished, we have currently completed 40 rooms & plan on having the next 40 completed next year. We have had our restaurant & bar area refurbished as well as our conference facalities, I will be please to read your review next time you visit.

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!

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am pleased to hear you enjoyed your stay & look forward to welcoming you back in the future.

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I believe your fellowship dinners only complained because we were never given the correct numbers of people attending so how can we cook for 50 people when were are told only 30 are coming! Shame to write such a poor review for something that was not our fault but down to the organisation of the fellowship club.

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. I am sorry to hear that you did not get the room you booked, could you please email with some more details, when you stayed & where you booked so that I can look into this a bit more. My email is gm@brookhotel.co.uk

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. I am sorry to hear that the housekeeping team entered your room early. Please accept my sincere apologises & also those of my housekeeper & her team.

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. I am pleased that you enjoyed your stay with us & I look forward to welcoming you back to the hotel in the near future.

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!

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. I am sorry you did not enjoy your stay with us I have of course passed your comments onto the team so that they are fully aware & can action corrective training with there teams.

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!!

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review. I am sorry that you have taken to moaning on tripadvisor because we would not compensate you for one table being in the wrong place. We did apologise throughout the day to you & afterwards. With regards to the DJ & his requests we have already explained that the DJ has the playlist from your wedding with all the requests he was asked to play by your guests with there names on, you didn't seemed interested in that, also as the drapes were provided by the DJ he had pictures of the drapes with no issues at all with how they were hung until you decided to start moving them. As I have said to you before we are sorry that we put one table in the wrong place but it seems really sad to try & damage a businesses good name with pointless moans on tripadvisor when you couldn't get compensation even though you have tried all sorts of channels!

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Many thanks for your review of our hotel. I am pleased you enjoyed your stay & I look forward to welcoming you back in the near future.

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..!!

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry about your breakfast experience I will be feeding this back to my food & beverage manager so that she can make corrective training with her team. I do hope this has not put you off from returning in the near future.

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. I will make sure all the team are made aware of your comments. I look forward to welcoming you back to the hotel in the near future.

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).

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry you did not enjoy your stay with us, I will make sure that all heads of department are made aware of your comments.

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
I think your score of 1 star is totally uncalled for seeing you did not even stay at the hotel, how tripadvisor allow this review to remain on here is amazing (I did ask them to remove it but there automated system said it is in the guidelines of your stay), you didn't check if we take pets, how is that our fault!?

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.

Gareth S, General Manager at Best Western Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am glad to hear you enjoyed your stay with us, hopefully next time you will be able to score us a 5!

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. I am sorry to hear you did not enjoy your stay I will be passing your feedback onto the team so that they can take corrective training with their teams.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am pleased to hear you enjoyed your stay with us, I will pass your feedback on to all the team as they do appriecate it.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. How you could possibly say the dining room lacks atmosphere I am unsure, it has had over 100 people dining in it every night, maybe this is to do with the party you were with! The carvery is close to the kitchen so that we can readily top the carvery up without having to walk across the restaurant with hot dishes, this makes it in the perfect location but I do appriecate that I can cause a queue in the restaurant & block the serving staff.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry that there was not enough tea bags in your room when you arrived, this was an oversight on our side. But I am glad that you enjoyed your meals with us.

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

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry to hear you were not happy with the way the receptionist on duty dealt with you. I will most certainly be looking into this. Please accept my sincere apologises & I do hope it has not put you off staying with us again in the future.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am really pleased you were happy not only with the team but also the hotel. I will make sure I pass on your feedback to all the team. I look forward to welcoming you back to the hotel in the near future.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Many thanks for your recent review regarding your stay with us. I will certainly be passing your comments over to my maintenance team with regards to the shower temperature so that they can look into it. I do hope that it has not put you off from returning to us in the near future.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. I am pleased to hear you enjoyed your stay with us & I hope that we get to see you returning to the hotel if your daughter decides to attend the UEA.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. I am very sorry to read that you did not enjoy breakfast while you were with us, I will certainly be sharing the information with my head chef so that he is made aware & will be taking action with his team. I do hope it has not put you off staying with us again.

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

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. I take all feedback seriously & will be sharing this with the housekeeper so that she can make sure that your comments are acted. I hope this has not put you off staying with us again in the future.

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...

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. It is always pleasing to hear all the nice comments about our staff & I will be sure to pass these on to them all. I look forward to welcoming you back to the hotel in the near future.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am pleased you enjoyed you stay, maybe next time you can rate us higher than a 3!

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. I was pleased to read that you found it an enjoyable stay while away from home on business. I look forward to welcoming you back in the near future.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I will pass your comments on to the team & please accept my apologises if you feel let down at all. Thank you for your comments about breakfast & I will make sure our head chef is made aware. I hope to be able to welcome you back to the hotel in the near future.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. We are currently in the process of updating all our bedrooms, we have completed the work on the restaurant & bar area & are now working our way through the bedrooms. I will certainly pass on your comments to our head chef about breakfast & your evening meal.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am happy to hear you like our improvements to the hotel, we are pleased with them as well.

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

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am pleased to hear you enjoyed your stay & I look forward to welcoming you back in the near future.

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!

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review. I am sorry for any inconvenience caused during this booking, I can not give you an explanation as to how or why the room was double booked all I can do is apologise.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. We are in the process of updating all our bathrooms, we are currently 50% of our way through the refurbishment programme & hope to have them completed by the middle of next year.

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...

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. I am sorry that you did not enjoy your stay with us. I would like to add that our sausages are locally brought & sourced from our butcher who is based in Norwich. We only take payment for your room up front if you book an advanced purchased rate or if you check in & only have a debit card not a credit card, this is standard practice in all large hotels throughout the country. I will certainly be speaking to our housekeeper with regards to your comments on the towels as this is not good enough & I can only apologise for that.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your review of our hotel. I am pleased that you njoyed your stay with us, I hope that next time you stay you will be able to enjoy a dessert to finish of your dining experience.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am happy to hear you enjoyed your night stay with us & I hope to be able to welcome you back to the hotel in the near future.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am pleased to hear you enjoyed your stay. I take all feedback seriously & will of course be reviewing your comments.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry that you did not find the mattresses comfortable to sleep on. All of our mattresses were replaced just over a year ago & they are normal size mattresses so I don't quite understand why you would think they are short, but I can understand that the comfort of your own bed can't be replaced. I take all feedback seriously & will of course look into our pillows. With regards to your comment about room service we are a full service hotel so I find this surprising. I do hope that this has not put you off returning in the future.

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!

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. It is lovely to hear that you enjoyed your stay with us, I can only apologise about the hot chocolate, I will certainly be raising this with the nights team & addressing any training that needs to be updated.

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

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry that you did not enjoy your stay with us. We are currently in the middle of a full refurbishment programme which includes new air conditioning throughout, new bedrooms & bathrooms, however as I am sure you can understand this does not happen over night. We have so far completed 30% of our room stock with a further 30% to be completed by the end of the year.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. We are currently refurbishing our bedrooms & bathrooms throughout the hotel, these have a much more modern feel to them, however I wouldn't agree with what you say about the corridors, they are just corridors & the carpets are brand new!

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

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am pleased to hear you enjoyed yourselves while with us & I will most certainly make Alistair aware of your comments. I do hope to be able to welcome you back to the hotel in the near future.

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...

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry you did not enjoy your stay with us, we are currently undergoing full refurbishment of the hotel with all our rooms & bathrooms being completely renovated. This also includes the air conditioning that we are currently changing throughout the hotel as well.

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

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. It is always a pleasure to hear & see reviews from guests who enjoy there time with us, most people only use tripadvisor to moan these days! I will of course share your feedback with my entire team.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry you did not enjoy your stay with us but I am unsure why you would comment about not having a gym or pool, they were closed 7 years ago & are not advertised anywhere.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. I will certainly be speaking to the team with regards to the comments about the bar. Also please accept my apologises for not putting enough toiletries in the room for you I will make sure the housekeeper is made aware.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. I will of course look into your comments regarding the bathroom, this seems very odd. Not sure what you can call dated, our entire public areas have just been renovated this year. However thank you for your comments on breakfast & I hope to welcome you back in the near future.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. So far this year we have had the restaurant & bar completely refurbished with a new scheme throughout, we have completed work on 25% off all our bedrooms & bathrooms & we are half way through upgrading our air-conditioning. The rest of our bedrooms should be completed next year then the whole hotel has been completely transformed in two years so I am slightly lost as to why you think the hotel is dated or needs refurbing.

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!!

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. Firstly please accept my apologises for the overcharge on your bill, I will of course be raising this issue with the restaurant team as we do have procedures to follow to avoid this. The reason we have plastic disposable cups in the bathroom is for the purpose of brushing your teeth, they are meant as drinking glasses, I will take on board that if you are staying more than one night you may want a glass. Your comments regarding our staff I can not agree with, we get nothing but praise about our staff here at the hotel so this seems very strange to me. However I hope with these small issues it hasn't put you off returning to us again in the near future.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Many thanks for your review of our hotel. I am glad to hear that you & your fur baby enjoyed your stay with us. I will certain look into your comments regarding breakfast otherwise we look forward to welcome you & your growing fur baby back in the near future.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. I am pleased to hear that you gave us a chance instead of reading comments on tripadvisor, unfortunately tripadvisor is really only used to moan which is a real shame. We receive far more compliments via email & letter than we do poor reviews on tripadvisor.

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

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am pleased to hear you enjoyed your night with us & I look forward to welcoming you back in the future.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. As I cannot really make much sense out of your review (I guess you were typing a little to quick) I will just say thank you for your kind words about Mario. I will make sure this is passed over to him.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. We are currently having all the air conditioning in the building replaced, I can only apologise that it is not working at this moment in time.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. For do have some rooms which face the Dereham road which during peck times you can hear road traffic, however this only effects about 15 rooms with the rest of the rooms being very quiet.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am pleased to hear you enjoyed your stay with us. I am sorry that the air conditioning was not working during your stay with us, we are currently having all the air conditioning replaced throughout the building, however this does take sometime & we expect this project to be completed in October.

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 .

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry that you didn't feel the staff were as friendly as your last visit. I will certainly be feeding this back to them so that they are all made aware. I hope this has not put you off returning in the future.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am a little bemused at some of your comments, why would we use one gardener to one part of the hotel & not the other? The car park is out the front of the hotel & a small part down one side, it is not surrounded by the car park. Why would we sign post bus stops & urge people to take the bus, surely that is your own choice & if you would like any help with buses you can ask a member of the front desk team for assistance, also we have bus time tables available at the front desk & in the tourist information stand. I haven't seen a trouser press in a modern hotel since the 90's!!!! Again you only have to ask for a iron & ironing board! As I said earlier, strange comments but thank you anyway!

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

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry to hear you did not enjoy your stay with us. I can assure you that nothing is reheated, we cook all our dishes fresh but I will certainly make sure chef & his team are aware of your comments. We are currently going through full refurbishment of the hotel, having the air-conditioning replaced & all the bedrooms/bathrooms being updated, this of course takes sometime & we will be working on this over the next year.

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

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I was quite surprised to read a review in July from a booking in December but we must have left a lasting impression on you. The Duck & Orange Terrine was very popular throughout the whole of Christmas & your description could not be further from the truth but thank you for your review anyway.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. It was our pleasure to be involved on your special day, everyone at the hotel wishes you many years of happiness together.

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

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of or hotel. I am glad you enjoyed your stay with us, room 239 is one of the furthest rooms away from reception, but hopefully it did not put you of staying with us again.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am pleased to hear you enjoyed your meal with us. We try to be as competitive as possible on pricing & with the average price of a main course on our bar menu being £10 & in the restaurant it is a set price of only £19.95 for two courses!

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry to hear that you did not enjoy your stay with us. We obviously have a different mix of guests who stay with us, some like to work during the evening in the bar, I am sorry you could not find a seat. I will of course pass your comments on to our head chef so that he can look into his menus. I do hope this has not put you off returning to us in the future.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I will of course pass your comments on to the head chef so he made aware. We are currently refusbishing our bedrooms, as you would have noticed the restaurant & bar has been completed & we are working our way through the rooms.

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

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. We love hearing our four legged guests enjoyed their stay with us as much as their owners & we look forward to welcoming you all back in the future.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. It is always pleasing to hear that guests left impressed with our staff, this doesn't surprise me though as we do get a great deal of feedback about how great the team are at the hotel. Thank you for this & I will make sure it is passed on to the team.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. Please accept my apologises for housekeeping entering your room early, I will be speaking to the housekeeper with regards to this. We are currently in the process of having all the air conditioning in the hotel replaced as some of the rooms do not work, this is a big investment & hopefully if you return in the future you will notice he difference.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel. I am sorry to hear you did not enjoy your stay with us, we are currently in the process of refurbishing our bedrooms, we have completed about 30% of bedrooms with more due for refurbishment later this year. I do hope you return & try one of our new rooms later in the year.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry that you did not enjoy your stay with us. We are currently undergoing a full refurbishment programme & have currently completed 25% of our bedrooms as well as the public areas. We are also having the air-conditioning completely replaced throughout the hotel which is a big investment & although it is inconvenient not to have it at the moment, we haven't exactly had the weather that needs air-conditioning. Not sure how you can say no thermostatic control on the shower, it is a mixer tap!!! I hope that you return to us in the future to see all the improvements in the bedrooms.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am pleased that you keep returning to us, I hope this means because your group enjoys staying with us! I look forward to welcoming you & your group back in the near future.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am glad you enjoyed your stay with us, I will share all feedback with the team & I hope to welcome you back to the hotel in the near future.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. We have 80 rooms at the hotel with a 50/50 split over two floors, this doesn't really require us to have a lift, if someone has walk difficulties they can request a ground floor room, however thank you for stopping to help another guest out! You are correct the breakfast over the road is 95p cheaper over the road!

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

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. We are in the process of having all the air-conditioning in the building replaced, we understand that this is not convenient however it is a major investment & the weather has not been hot enough yet to really require air-conditioning! We are also refurbishing all our bedrooms with about 25% already been updated with more being completed next year.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. We are currently in the process of refurbishing all our bedrooms & bathrooms. As you mentioned we have had the restaurant & bar recently done & are now working our way through the bedrooms.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am pleased to hear you enjoyed your stay & I look forward to welcoming you back in the near future.

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!

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, we are currently refurbishing all our bedrooms & bathrooms, this would probably been some of the noise you heard, this is an ongoing programme & we have just completed the restaurant & bar which you must of noticed. I hope to welcome you back to the hotel in the near future & hopefully you can stay in one of our new rooms.

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!!

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. We are currently in the middle of refurbishing all our bedrooms, we have just completed the restaurant & bar so depending on when you stayed in relation to writing this review you surely would have seen this. Hopefully you will come back to see what a great job has been done to our bedrooms in the near future.

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...

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am glad you enjoyed your stay & the meals you had, we have just had our restaurant & bar area refurbished so it is pleasing to hear that guests enjoy it.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am very sorry of the issues you encountered, the WIFI issue was not a simple fix which as why it could not be fixed on the day. We have investigated the issue with the smell in the room & have found the bath was leaking which was causing the problem, thank you for informing us as we would not of known otherwise. I hope this has not put you off trying us again.

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 .

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel & your nice comments about our staff. I am pleased that you were impressed by how helpful they were & will make sure they are all made aware.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry that you encountered a problem with your room on check in, however it is pleasing to hear that it was sorted out straight away for you. I will make chef aware your feedback about breakfast as he will pass this on to his team. I look forward to welcoming you back to the hotel in the near future.

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

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I will pass your comments on to all the team so they are made aware. Next time, why not dine with us, its much better than over the road & you don't have to cross the busy street.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. We are currently changing our furniture in all our bedrooms, this is an ongoing project. I will your comments onto our head chef so that he is made aware of our feedback with regards to desserts. I hope this has not put you off returning in the near future.

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

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am happy to hear you enjoyed your stay with us, I make sure all the staff are made aware of your feedback as they really do appreciate it. I look forward to welcoming you back to the hotel in the near future.

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!

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. It was our pleasure to be involved with your family wedding. We wish the happy couple many years of happiness together & look forward to welcoming them back in the near future.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I will pass all your feedback on to all members of the team, especially the kitchen team as they take pride in hearing nice comments about the quality of the food.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am pleased you appreciate the improvements we are making, we are currently improving our bedrooms, bathrooms & have just completed full refurbishment of our restaurant & bar area. I look forward to welcoming you back to the hotel in the near future.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry you did not enjoy your stay with us. We are currently undergoing major refurbishment with the air-conditioning system being completely replaced throughout the hotel, this we have felt is the best time of year as you do not need heating or cooling in the rooms just yet. However please accept my apologises for this & I hope it has not put you off staying with us again.

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,

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am pleased to hear you enjoyed your stay & I look forward to welcoming you back in the near future.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. We are currently undergoing refurbishment of our bedrooms & bathrooms, this is a major project & is continuing throughout the year. I hope it has not discouraged you from staying again.

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

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am pleased you enjoyed your stay with us & I hope to be able to welcome you back in the near future.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. We are currently upgrading our bathrooms & bedrooms throughout the property, hopeful when you next return to us you will be able to book one of these new rooms.

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,

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I glad you enjoyed the NYE party, the hotel did under go major refurbishment during January & February so you probably wouldn't recognise the public areas.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our property. I am pleased that you enjoyed your stay, we cater for almost all dietary requirements. I will take on board your comments about the grounds & speak to our local contractors about this.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. We are currently refurbishing some of our bedrooms, I hope that this did not disturb you during your stay. We do have plenty of rooms on the ground floor so if anyone does have difficultly in walking they can request this as you right said.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. You are correct we are based in an excellent location for not only visiting Norwich but also the whole of Norfolk. I have passed your feedback about the shower to our maintenance team so that they can look into it.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Many thanks for your recent review. Thank you for saying you would recommend us for anyone getting married, I am however unsure as to why you would think Michelle did not know what was going on, we have nothing but great feedback about how pleasant & helpful Michelle is, if you check our website you can see all the thank you cards Michelle has received. Again thank you for the recommendation & I hope to welcome your family back to the hotel in the near future.

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+++

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am glad to hear you enjoyed your meal with us, I will certainly make sure all the team are aware of your feedback. Thank you for the comments about the restaurant & bar, we are really happy with the work & have been refurbishing bedrooms & bathrooms as well which is really pleasing. I look forward to welcoming you back to the hotel in the near future.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review. I am slightly confused as to when you visited, our restaurant was fully refurbished in February & their is no chance that you would find it dated now, also the dishes you talk about we haven't served in months, also just for your information the chips are fried, but yes they are frozen to start, just like everywhere else you would go unless they state "homemade fresh chips"!

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review. Although you haven't actually made a review of the hotel you have just moaned about being out booked! Out booking is common practice in all hotels & yes I agree this was unfortunate that we had to contact you but as I tried to explain on the phone we had no idea you were attending the wedding as you booked through a third party site before we had a chance to close it & you did not put on your booking you were attending the wedding. I tried to apologise while on the phone to you, but as you were more interested in shouting & being extremely rude I couldn't. However after speaking to your husband in a more calm & understanding manner we were able to sort this out & I apologised to your husband as I had no interest in speaking to you! Just for future reference, shouting, screaming & being rude will not get you your own way, nor will it get you a free drink!!

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!

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review. Although I feel I should start of by defending myself, I am far to important to even worry about your comments about me! I would like to point out that had you checked on our website or any website you would have discovered that we are on the outskirts of Norwich not in the city centre & the area is far from a "wasteland" as you described, it is actually one of the largest built up areas in Norwich, but I'm sure you are to worried about being spoken to than actually checking the area you are going to be staying in. As I have mentioned in previous reviews we are currently refurbishing our bathrooms but you obviously stayed in one of our old bathrooms & I do agree they are dated however we are working through changing them as quickly as we can.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry that the WIFI appeared to not be working during your stay, I have since reported the fault. We are currently in the process of updating all our bedrooms & some of our new ones can be seen on our website.

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

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I always receive great feedback about the staff from all areas of the hotel, the team is what makes the hotel a great place t stay. I look forward to welcoming you back in the future when you are visiting your daughter.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry that your booking was missing as you arrived at the restaurant, i am sure that the staff member who greeted you didn't mean to make you feel like you where at "boarder control"! Although we did have a quite Sunday lunch when you came, it is normally very busy but with Easter only one week away we did expect it to be like this & back to normal from next week.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, my maintenance team have looked into the towel rail & made sure it is in the insulation. You have a choice of fried, scrambled or poached eggs for breakfast so I am not sure how you can claim that their is no choice. I can only apologise for the mix up with regards to breakfast being added to your bill, this was an oversite on our end, but this was taken of your bill straight away on check out.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I am sorry that you did not enjoy your stay, we are currently refurbishing our bathrooms throughout the hotel & hope to have this finished by the end of this year, as you can imagine it is not a quick job to replace 80 bathrooms! I will pass your comments with regards to breakfast onto our head chef as pastries should be out daily, then you have a choice of pastries, yoghurts, fruit, cereal, cheeses as well as the cooked items.

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

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. It is always nice to hear returning guests enjoying there stay with us, I look forward to welcoming you back in the future.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. Thank you for your positive comments regarding our recent refurbishment, I am pleased to hear you like it. We are continuing with improvements to the hotel with more bedrooms, bathrooms & public toilets being refitted, it is a very exciting time for us.

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

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am pleased to hear you like the look of our new restaurant & bar. It is great to get such positive feedback after all the negative feedback we received about actually having the work done! I will pass your comments on to our head chef so that he can share with his team, they will really appreciate it.

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!

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review with of our hotel. I am sorry that you choose to resort to tripadvisor instead of speaking with us directly first of all, however we have now spoken & its just a shame you decided to put the review on here first. I will just add that the housekeeper folded your clothes neatly & put all your toiletries in a separate bag. Also you have missed that although your clothes were not crumpled we did iron them for you anyway!

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry you did not enjoy your stay with us, I have course passed your comments on to all heads of department. I am however lost as to how you can claim that their is not much food choice when we run a full bar menu & an extensive a la carte menu in our restaurant at dinner.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. As you will have noticed from previous comments I have left, we are undergoing bathroom refurbishment as well as having all the air conditioning in the building replaced & we have also just finished full refurbishment of the restaurant & bar area. I look forward to welcoming you back to the hotel in the near future.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. Please accept my apologises for the mistake of us putting you in a room that was currently being repaired. I think painter & decorator was as shocked as you were when he walked into the room. We are undergoing major refurbishment & as you can appreciate it is causing some disturbance, however this is essential for the future of the hotel.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. It is pleasing t hear you had a good night sleep, I can confirm the air-conditioning had a fault, we are currently replacing all the air-conditioning in the whole hotel, which doesn't help now but will benefit the hotel in the future. Our restaurant closes at 9.30pm so this might be why no one was in there at 10.30pm, your comment about not eating on site if you stayed again is uncalled for seeing that you did say you didn't try eat here. However I hope this has not put you off staying with us again.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. You clearly have not stayed recently, when I say recently I mean this month, the month that you have left your review. Our restaurant & bar area have had a huge refurbishment as well as our bedrooms. As much as you are welcome to leave reviews & it is your opinion, they are meant to be left after a recent trip not months later. You really should return to the hotel to see the investment & how different it has become.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry that you had a couple of maintenance issues with the room, this has been passed over to our maintenance team. Please accept my apologises for what you witnessed in the restaurant, I have spoken with my food & beverage manager to ensure this does not happen 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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry that you did not enjoy your stay with us, as you mentioned we are in the process of having our restaurant & bar refurbished as well as a number of bedrooms & bathrooms. If you could offer some more feedback on what was wrong with the food that would help to understand what the problem was.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry to hear that you are cold weather, I will make sure all the radiators in the hotel are on maximum during this cold cold snap! All our bedrooms have heaters, so I don't understand why you are feeling the cold! But I am glad to hear you have not experienced any other significant problems!

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. We are currently undergoing a massive refurbishment programme, with a new restaurant & bar, air-conditioning, bathrooms & bedrooms. As you mentioned this is a huge investment & will take time to complete but will be worth the wait. I hope to welcome you back once the work has been completed.

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

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. Our restaurant menu, bar menu, room service menu & how to contact reception are all found in the guest information in your room, this is all controlled from the tv, when you turn the television on it goes straight to an information screen with all that you said was not available. I do understand if you did not turn the tv on you wouldn't of found this though. The restaurant is under compete refurbishment & this has been planned & designed over the last 6-7 months, this is why certain parts of the restaurant have got bad, as we knew we would be doing the work & their is no point throwing money away updating furniture which will later be disposed off. Your comments about the waiter at breakfast has been passed to our food & beverage manager who will most certainly be taking action with his team. I hope this has not put you of staying again once the work has been completed.

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

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry that you did not enjoy your stay with us, as you quite rightly said we are currently refurbishing our restaurant which has meant we have had to us our bar area for breakfast, although this is a slight inconvenience the benefit to the hotel in the long term is very positive & it is a shame that guests can't see that.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Many thanks for your recent review of our hotel, its a shame that you have to put such a negative spin on something very positive that is happening within the hotel. As you will of noticed through previous reviews, people have been saying the hotel needs updating, when we do it people moan that the work is going on, doesn't make any sense to me. The work starts after 9am, no power tools until after breakfast & power tool work finishes at 5.30pm so no disturbance to guests. With that in mind I hope you will return to see what a fantastic job has been done.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. We are very proud of the work that is being carried out on the property & yes we are updating bedrooms, bathrooms & the public areas, once this is all completed it will have been worth the poor reviews that we have been receiving while the essential work is being completed.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I will pass your comments on to the reception who will appreciate your kind words. I hope you will return to the hotel again in the near future to see all the refurbishment work that we have been carrying out.

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.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry to hear about the problems you experienced with the door, I will of course speak to our maintenance manager about this so he can look into the problem. I have also passed your feedback onto our head chef so he can look into breakfast. With regards to work man in the hotel waking guests up, this is completely false as the workmen are not starting on the refurbishment until after breakfast, which would of been after the lady complained they had woken her, we are aware of this guest & although I agree with you that the staff should not be talking about her behind her back, she has been challenging during her stay, even swearing at my staff, so before you slate them you need the full story which you do not have!

I stayed at the hotel room was nice, breakfast wasn't nice at all very limited and cold such a shame. Lovely place lovely staff but breakfast a massive let down. We ate out so didn't have a meal in the hotel prices good from what I read about. Lovely carvery over the road great food give it a try

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. PLease accept my apologises for breakfast, I will pass your feedback on to our head chef for him to look at & action with his team.

Hotel Foyer was lovely. Bar staff excellent and terrific personality. Reception Staff, no complaints with staff but I don't know why they wouldn't have a couple of small milks behind the counter when I asked just before retiring. Not a very good nights sleep as I was kept awake by someone's TV being loud until 1 am and I wouldn't complain as I didn't want to disturb my husband who was shattered after a long journey. I think the sound proofing isn't that great. Room very nice and comfortable but bathroom was a bit shabby (flooring coming away from the side of the bath) and holes in the bathroom door. Breakfast fantastic with attentive staff. Hard working and friendly. Really great and can't fault it.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry that another guest was inconsiderate & had his tv up as loud as he could get it, some people just don't think of others while they are away. We are refurbishing our bathrooms & hopefully if you return to us in the near future you will see the improvements we have made.

My partner and I arranged to stay for 3 nights at the Brook Hotel, but from the moment we arrived we instantly regretted the booking. The customer service from reception was appalling, not once did they apologise or offer to come and look at the rooms we had issues with. The first room was freezing cold (no heating), damp, dirty and rubbish was left in the room. The hall was warmer than the room. The second room was equally as cold and again the heater unit was not functioning, Windows not sealed/closed fully so you could feel the draft from the door/entrance. The third room was better, but still dirty, dusty and mouldy. The rooms are nothing like they are pictured on TA, they are dated, 80s style, with mouldy marble effect Formica, mouldy bathroom, mouldy net curtains and small electric heaters to keep rooms "warm", poor lighting and fixtures/fittings. Breakfast quality/quantity varied on day to day, also did service, some days had 1-2 staff, other day had 3-4, we were told just to pick from the buffet, but I did hear one lady ordered scrambled egg, it would of been nice to have a menu to say, you can order the following. When checking out, the receptionist didn't ask, "how was your stay" nor provided a receipt for our stay. I think if the place had a good clean, rooms and dining area was updated and customer service training implemented then we would then recommend. But in the current state, we wouldn't, not even for one night, keep away!

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry to hear that you did not enjoy your stay with us. Our restaurant & bar is undergoing complete refurbishment starting today & we have been updating bathrooms within the hotel for the last six months, as you can imagine this is not a quick job when you are updating 81 bedrooms & bathrooms. I hope this has not put you off staying with us again in the near future.

Booked a cheap hotel (Best Western Brook Hotel) staying on business. Things got scary when I checked in to the room and noticed the bathroom done out in 1970's marbled Formica. Although excluding the bathroom everything else was better than I expected. I had 2 dinner guests and decided to eat in the hotel. Mental note taken - don't eat in a restaurant that smelts of old deep fat fryer oil! I'm guessing there has been a chief change since the website has was done. Cajun chicken goujons x 2 and a Prawns with sweet chilli dipping sauce. Sounds good except their was no Cajun. But everything had Sweet chilli dipping sauce. I explained to the waiter but I'm not sure he understood. The mains were simple 2 steaks and a duck dish There was a lot of food on the plates but honestly less would have been more. The steaks were ordered Blue and Medium rare - They were both served rare. So neither happy but both steaks got eaten so couldn't have been that bad. The duck dish was OK but didnt live up to expectations. Perhaps the management should have a look at their website then eat in there restaurant. We then drowned our sorrows in the bar - All the bar meals looked great! #envious

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I will most certainly be looking at the website & our menu offering, on some days however we do change the menu slightly, this could be because of supplier issues or many other reasons. I will of course pass on your feedback about the steaks & duck though so that our head chef is aware.

Basic, barely better than Travel Lodge..Hate the bathroom, pikey. Drinks in the bar are crap, cheap and cost doent reflect that and barmen needs a customer service course...And I never pressed 3 circles I pressed 2...So should I be thinking well it's only 30 quid a night what more do you want...Nah, what ever you charge, you should be the best you can be..

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. We are currently undergoing bathroom refurbishment & hope to have them all completed by the end of this year, as you can imagine it is not a quick job. I am lost at why you think our drinks in the bar are crap, we sell all the major brands & our price reflects what our competitors are selling at & the local area. However I hope this has not put you of returning in the future.

We stayed overnight on way to relatives. Good price for two and breakfast included. Clean and tidy. Staff friendly and amenable. Breakfast was full English if you wish. Only note to best western is please try and buy a better grade sausage as opposed to the cheap brathawates ones and if you could just drain the fat from the eggs it would make you feel better eating it! Heater did make a noise but we turned it off as it was so hot when we came in the room. At least it was nice and warm when we entered the room. Free wifi and easy to get. Good signal. Will use again. Ps check out deals on booking dot com.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I have passed your feedback on to the chef so he can us this for corrective training with his staff & also speak to our butcher. We have some great offers on all websites at the moment but they are winter offers & are not available after February so take advantage while you can!

I booked a room for me and my other half and asked if there was anything nicer then a normal room for our 4 years anniversary they upgraded us to the honeymoon suite for no extra charge, the room was spotless absolutely lovely everything I wanted it to be. Highly recommend!, staff are so polite even when we went down to our meal we were given a card from all the staff!, food was gorgeous! That extra service does go along way! You made mine and my other halfs evening so special thankyou!

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I am glad you enjoyed your stay with us, it was our pleasure to upgade you & it is always pleasing to hear someone has enjoyed our suite. I hope that we will be your venue for future anniversaries.

We stayed here on Christmas eve 2015. Arrived late (01:00) and asked for a late checkout, which was declined. Got to the room which was cold and turned on the heater. The heater worked but rattled even with the thermostat turned down, so I turned it off at the wall. Was woken up at 9am asking if maintenance could come in the room. I declined. Reception then put said maintenance man on the phone who proceeded to tell me off for turning the heater off at the well ("you took 20 rooms out"). Woken up to be told off by the maintenance man, that's a new one I must admit. Anyway, left the room at 11:05 (having taken a reminder call about the checkout time) and discussed my disappointment with reception. I might as well have spoken to the faulty heater. I had to explain to her how it isn't appropriate to allow maintenance to lambast a guest. Her colleague interjected to tell me I shouldn't have turned the heater off at the wall. Hilarious. If you like noisy heaters, comedy staff and terrible customer service, stay here. It's the closest thing to Faulty Towers you'll find.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I am sorry that you did not enjoy your stay with us. We have investigated the noise you claim to be in the room which was coming from the air-conditioning,, I can only apologise that you find air-conditioning units noisy, however you did not simply turn the unit of you pulled the fuse out of the wall which then shuts down other rooms, this is why our maintenance man came to look into the issue. Again I am sorry that we could not offer you a late checkout but we were full the following day so needed the room to be vacated on time, late check outs are only available if the hotel can provide it, on this occasion we could not.

Had one night here on business, quick and pleasant check in, rooms decent with good channel tv, tea/coffee, hair drier and toiletries. Room was cold but a heater and air con soon sorted that out. Did not eat in the bar because the choice was not great plus pricey, ate at the carvery pup directly opposite. All in all a good stay and will definately stay here again.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I would disagree with you about our bar menu, pricing starts from £8.95, this is not expensive. You have everything from burgers, steaks, fish & chips to salads on the menu so not sure how that would consist of not much choice. However I do hope this has not put you of staying with us again.

Check in was easy - but key to room didn't work and it took several goes to get us into the room. Bar meal menu looked expensive and we didn't try the restaurant (or even see a menu displayed), but there's a chain carvery across the road which was OK (for a chain). We did take breakfast - no problem for us (food varied and good, lots of top-up coffee) but some guests were waiting for replenishment near finish time (which at 9.30 a.m. Monday to Friday and 10 a.m. weekends/bank hols might be a bit early for some on holiday rather than business). The room itself was fine, usual appointments, bathroom clean, beds comfy. Computer available for free guest use (it said in the book) - I didn't use it but that's a plus for me. On a deal with £40 a room plus £5 breakfast, so excellent value for money.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I would disagree with you with regards to the bar menu being expensive, our prices start for a dish from £8.95 which is great value for money. I hope this does not put you off staying with us again.

Great staff. Plenty of parking. Good, adequate breakfast but rather limited choice. Bar menu quite expensive. Hotel room - bed comfy but noisy room from air con pipes and traffic noise. Sink no plug. Dirty around bed plug sockets. Be interested to return when hotel finished being updated.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I have past your comments on to our head housekeeper so she can speak with her team. As you rightly mentioned we are currently undergoing refurbishment with the restaurant & bar due to start on the 1st February, the bedrooms have already started. I hope this has not put you of returning in the future to see the property once it is completed.

We booked a room through hotels.com for a double and a cot bed for my baby. Turned up and we were put in a room with 3 single beds and no cot bed! Place was filthy with damp patches on the wall, chewing gum stuck to the floor and dirt marks over everything! Complained about the room and asked for a refund but got denied as I booked through a 3 company. Called up hotels.com and they happily moved us somewhere clean and with a double bed & cot bed like we asked for. I would NEVER stay at Brook again even if it is cheap! No hotel should have damp mouldy patches above the bed even if it is low budget.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I am sorry to hear about the problems you encountered during your stay. Please accept my apologises I will certainly be looking into them.

Fantastic service.friendly staff.cost effective stay.highly recommend this hotel.the service at breakfast was really good.receptionist was helpful.thoroughly enjoyed our stay.would definately stay again

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I am pleased you enjoyed your stay with us & I look forward to welcoming you back in the near future.

I was very interested in staying at this hotel. I had the privilege in being involved in its opening as "Friendly hotel" back in the 90's during my first week as a student in Norwich. I had read the mixed reviews and to be honest don't understand how most of them reflect the hotel. The hotel is now a little tired. The front of house has been updated but rooms are shabby, although mine was certainly presentable. However considering I only paid £35 it would be unfair to expect anything plush! The room was clean, had a safe and tea and coffee making facilities. There was plenty of storage. Staff were very friendly. They also sorted out storage for me as some idiot drove into the back of me enroute to the hotel and I had a few hours between cars. Someone wrote about an accident blackspot, but could not find one. The hotel is on a roundabout and my room was not noisey. I'd stay here again. Its not a destination hotel but as a useful cheap overnight stay certainly does the job

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. It is great to hear that a returning member of staff has stayed with us. We are currently undergoing refurbishment throughout the hotel & our bedroom & bathroom refurbishment is well underway. Hopefully you will return to us in the near future & stay in one of the new bedrooms.

My husband & I booked a two night stay with friends over New Year. We were very pleased with our rooms & the service we received, the staff were very friendly. The New Year's Eve gala dinner was excellent, Excellent food, which was hot & fresh even though they were serving a large number of guests. The entertainment comprised of Scottish pipers & a disco. The next day we were served a good cooked breakfast, a three course carvery lunch & three course evening meal, we did manage to fit in a brisk walk along Cromer sea front between meals. Breakfast was also included the following day. Very good value for money.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I happy to hear you enjoyed your stay with us. I will share your comments with all the staff as they enjoy hearing all the positive feedback for their hard work.

Booked 2 Rooms and impressed with size of rooms and how comfy bed was, also room was generally neat and in good decoration, but this was let down by bathroom, toilet seat was loose, sink had large stained cracks and the shower temperature fluctuated between warm and dangerously hot. Reception staff were really friendly and helpful was surprised we did not get a print out to with our bill. The New years Celebrations were really good , the meal was hot and served very efficiently The Disco was very good and there was some one on the dance floor all night . was upset by cleaners calling to make room ready before 9.30am especially after the late night celebrations and on the day of checkout which was we understood by 11am, they called to do the room at 9.15 !! and walked in after knocking. The restaurant staff were very good , efficient and friendly. But saying this would attend the New year celebrations again as it was very good value for money and would book through Superbreaks again

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am happy to hear you enjoyed the New Year party with us. I will most certainly pass on your comments to the entire team. I have spoken to both the maintenance department & housekeeping department about your room, please accept my sincere apologises for this & rest assured it will be rectified. I do hope this has not put you off return to the hotel in the near future.

We stayed here of Christmas, and had a brilliant stay. We booked through Super breaks, but never again. We found it would have been cheaper if we had booked through the hotel. We must have had one of the newly furbished rooms because it was lovely. The food was really good, so good we both put on half a stone. The staff were great, Danni especially. She moved round quickly and efficiently. Not like the other waitress, who looked pretty but worked at half speed, spending most of her time, just walking round. I think Danni should be put in a management position, she is ready for it. She is polite courteous, quick and customer aware. I asked the other waitress for coffee, only to be told the waiter would bring it when he had finished serving someone else. Then she just wandered off and didn't even tell him, we wanted coffee. The other small gripe we had was, that we were to have tea and sandwiches at three o clock. We went down at three ten and most of the sandwiches had been eaten by the bus trip group. There were about half a dozen of us, not on the bus trip and we just had a few scrappy sandwiches . Still it meant we did not put on any more weight. Stephan was really helpful and Mike was a treasure. So staff great, food great and hotel on its way to being a really good after the full re vamp. Keep it up.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I will certainly make sure all the staff are aware of your great comments. Dani has already seen the review & is really happy how you talk about her, she is most certainly an asset to my team. I am glad you enjoyed your Christmas with us & I hope to welcome you back to the hotel in the near future.

We visited only for one night as we were visiting family in the area. Wow I was so impressed with the welcome we received. The room was clean, good size, tea and coffee making facilities, TV, everything we needed. Breakfast was excellent and chef and his staff couldn't be more helpful. This hotel and it's staff exceeded our expectations, we couldn't fault it. I do take exception to another guests comments which seemed to not be as impressed as us. I don't know what people expect but it says it all really when they make judgements about dogs and their owners. We so appreciate that we can bring our VERY WELL BEHAVED DOGS away with us. Better behaved than some other guests. We will be back.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. It is pleasing to hear that you & your dogs enjoyed your stay with us & we look forward to welcoming you back in the new year.

Recently stayed for New Year Eve, lovely food and party evening.... but not so impressed with the room! Very tired bathroom and wall paper hanging off the wall, badly fitted lino flooring, dirty soap dispensers. The room was extremely cold and smelt musty. Suggestions of updating fixtures and fittings also housekeeping requires attention.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. As you may have noticed from previous responses we are currently in a process of refurbishing all our bedrooms & bathrooms, as I am sure you can understand this does not happen over night & I can only apologise that you did not enjoy your room & I hope this will not put you off from returning in the future.

Booked for 8 people with "superbreak" requested 2 double an 2 twin rooms got all twin. was supposed to get afternoon tea on arrival, hotel knew nothing of this but made us a few sandwiches other guests were also on the same trip.were to get goodie bags on departure this never happend.staff mostly did not know what they were doing the only staff member with anything about him was Alaistair, he organised a great dessert for my birthday and took time to speak to you he is too good for that place.the bar how can you run out of lemons 3.00pm new year's eve only one person serving big queues.Beds were comfortable and luckily all the food was excellent, we had a good time but will not be booking with "SUPERBREAK" again and the hotel should know what superbreak have put on the itinary ther were a lot of dogs at this hotel so anybody with a dog are most welcome,just hope they are only allowed in certain rooms

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry that you miss understood what Superbreak had sold to you. There own website clearly states Tea & Coffee on arrival, nowhere does it mention afternoon tea. I understand that they put this on their own confirmations but that was there mistake not ours, so your comment that "staff do not know what they are doing" is completely false, we provided you with sandwiches at our own cost when we could of just offered tea & coffee. We did not run out of lemon either, we just had to cut some more, again completely different to "run out"!

We used this hotel as a great location to get to the show ground it is a short cab journey. The service was just ok nothing special and whilst the rooms were cleaned daily the corridor was rotten there were dog hairs all over the carpet and it smelt doggy. Nothing a Hoover wouldn't rectify.

I have had the pleasure many times to stay at THE BROOK for work,sadly only twice this year. My first one being a couple of months ago. I walked in reception to be greeted by Dawn who remembers me,as she did couple of months ago on my first stay in 2015. I went straight into Bar/Lounge area to order a meal,rather than my normal restaurant,and ordered meal and drink.... I was advised it might take little while for my meal,as a coach party staying had just gone into restaurant,so with this in mind,i took a seat,checked my phone,email/text etc then my meal was brought by Danny,who also remembers me....I saw Ally with the same friendly good to see you etc. ALL the staff at THE BROOK are great. After eating,i went upstairs to my room,205,with a new bathroom, I have always enjoyed each and every stay at this BEST Best Western hotel.....older bathrooms are still fine,new are even better. I had saved password to hotel WI-FI so logged in straight away. In the past the old WI-FI had given me problems,needing reboot etc,but the hotel has upgraded the WI-FI and now it is much better. I was using it to stream a radio show via pod cast....Maybe i was using to much while doing this,as getting other windows to open with other sites was hard.....once i had finished with the music of the pod cast,and shut that down,i was able to gain access to other sites..... I had a card from Gareth the hotel GM waiting when i got to the room,welcoming me back..... Little things like this show how the hotel look after the guests. Gareth....can we have a bit more bandwidth with WI-FI please? New LOOK bathrooms are very nice......moved laptop near door and lay in full length bath with my music on. Bed as always gave good sleep. As i have to be at work 8.20 a few miles away from this BRILLIANT hotel,i tend to hand key (card) in as i put my things in the car,then go in for breakfast when it starts at 7am. New to me staff in restaurant,but they had the service running well,as it always does when i have stayed. Nice full English breakfast...juices and pot of tea.....that has changed from staff filling from flasks of tea/coffee......nicer to have the pot to refill rather than catching the eye of staff. After i had eaten,i was about to leave for work,when i spotted a ray of sunshine...... Outside was winter,being dull and grey....... Behind desk of reception was SUMMER.....bright,smiles,and SUMMER was pleased to see me,ive not seen her this year,but i had to stop for a natter with this lovely young lady. SUMMER has a new position since i had last seen her in 2014,and she is now on booking/reservations,rather than reception that she had been last year. It was SUMMER that had seen that i was booked in to stay,might even of been her that my booking was made with (work make the booking) and she made sure that i had a room with the NEW BATHROOM....... Again,like the card from Gareth.......little things that show a more personal touch. We chatted a while,about each of our changes in work,how a few people that i knew had now left the hotel, SUMMER also told me of a number of rooms being given the updates to room/bathrooms and how they will look even better than the new ones now look..... I hope (nudge nudge SUMMER) that next time i stay at THE BRILLIANT BROOK that SUMMER puts me in one of these new NEW bathroom rooms. I have in past shown a like of first floor room on courtyard side,and unsure if SUMMER had done this with the need to have me in a new bathroom room,but my room WAS on the first floor and on courtyard side.......so i think this lovely ray of sunshine SUMMER had thought of everything. THANK YOU SUMMER...... I have in years past been in catering (28 years as a chef) so trust me,i understand the role staff play in catering. Every member of staff at the hotel are very good at the job,very friendly,and i always look forward to staying. It's unfair to single out any one person,but i think it is already clear who it would have to be..... A ray of sunshine........

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Mr Grout, what can I say. Your reviews are always a pleasure to read. You are correct Summer did notice that you where once again returning to us o she made sure you that you had the type of room that you like, which is courtyard facing on the first floor. It does mean a lot to the team when reviews like this are left & I can only thank you & look forward to welcoming you back in the new year.

I stayed for a week on business and found it an average hotel, one night I ordered burger and chips in the bar and it was a burger and bun, no sauce onion garness at all. I ate in the restaurant and found some items on the menu were not available.The staff were friendly and it would be fine for an overnight stay but wouldn't stay for a week again.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am sorry you were unhappy with the meal you had in the bar, did you bring this up with a member of the team? If you had we could of produced a sauce & onions for you. I really hope this has not put you off & I would like to see you back at the hotel in the near future.

We booked into this hotel for one night to attend a wildlife holiday presentation. Excellent welcome on arrival, evening bar staff and breakfast staff all very helpful and friendly, while also catering for a large coach party. Sleeping area of our room was very comfortable, beds were lovely as were carpets and curtains, and it appeared to have recently been redecorated. Breakfast was buffet style and had excellent choice of full English with many options, also had muffins, cereal toasts etc. Just wish I could have sampled more. Could not fault it at all. Now for the bathroom, which does need a refurbishment, we did have a couple of issues, but to be fair after contacting the General Manager Mr Gareth Stone these were resolved to our satisfaction, and while we will probably not stay here again as we are unlikely to travel that way again, I would not discount I if the opportunity arose. There is also amply free off road parking.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. As we did discuss via email we are in the process of refurbishing our bathrooms, we will have another 10 bathrooms completed by the end of January which is really exciting & the room you stayed in is one which is being done. I will pass your comments regarding breakfast on to the team & thank you for being patient while I was away before I could reply to your email.

We got married here on 21st November, and we cant praise the hotel and staff enough. I would like to thank in particular Michelle, Alistair, an Tristan for helping to make our day fantastic and looking after us all so well. The food was great, there wasn't one complaint from our 70 guests. The rooms were lovely, comfortable and clean, and throughout our wedding and our stay, if there was anything we needed, the staff made sure we had it. The wedding packages are great value for money, I would highly recommend them to everyone. We had a fantastic day, as did all our guests.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, it was our pleasure to look after you on your special day. I will pass on your thanks to everyone you mentioned so that they can share it with there teams. We wish you many happy years together & we look forward to welcoming you back to the hotel in the near future.

After staying at this hotel for one night and seeing the way the head chef treated his staff for not placing the glasses in the correct position for breakfast and then watching him drop slices of bacon whilst replemishing then watch him look around to see if any one was watching as he bend down and pick them up and place them in the serving tray instead of putting them in the bin? I e-mailed the general manager about this and Im still waiting for his reply.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I did reply to your email as soon as I had investigated your accusation. I can only apologise that you did not receive it. It was not our head chef on duty that morning, but I have spoken to the breakfast chef who was on duty, he of course denies that he would ever do anything like picking food up from the floor but of course this is his word against yours. He did however agree he was far to strong with his manner in talking to staff with regards to the breakfast layout & this he apologises for you being witness to. I do hope this has not put you off saying with us again in the future.

Stayed here for 2 nights. A clean hotel with good food. I would say that the bathroom in my room needs updating urgently as it is old and tired but was kept clean. Food was good with breakfast being a Buffett. Bar prices a little above what you pay elsewhere but there's nothing else nearby so why not enjoy a drink there anyway. Whenever I am up in Norwich again, I would stay there again (but have a room closer to the reception as a bit of a walk if you are in the 40s)!

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am pleased that you enjoyed your stay with us, with regards to your comments to the price of drinks being expensive, we do monitor against our competitors & we are in line with them, in fact we are cheaper than most hotels in the area, just not pubs, but this is not a pub. I hope it has not put you of returning to us in the future.

Stayed there last weekend whilst on a coach trip. The room was lovely, food was of a very high quality, especially the breakfast. The staff were all very friendly and helpful. Would thoroughly recommend a stay here.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I do hope you enjoyed the Christmas show at Thursford as well as your stay with us. I will pass on your comments to the kitchen team so that they are made aware, I do hope to be able to welcome you back to the hotel in the near future.

We held my Father's 50th Birthday Surprise at the hotel and we were completely satisfied! The events team helped us from day 1 of planning and it was such an awesome night. All our guests were satisfied with the food, they said it was so tasty and some even went up for seconds! The staff were very patient with all our requests and we had a great night. The room was very clean, so were the toilets and other facilities. We really had a great experience using the Best Western Brook Hotel and recommend that you use it for any events/weddings in the future!

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am very pleased to hear that you were happy with the way we helped organise & run the 50th birthday party, it is a pleasure to be involved with these type of events because of how personal they are.

I had booked into what I believed to be another hotel called the beeches not far from this hotel, when we actually arrived at the beeches what we found was more like a derelict property the windows were all covered in paint and we needed a code to get into the building itself as this property is not actually maned at anytime of the day, when we eventually got into the main door we then had another code to put in to get into our room when we entered our room oh my god what a shock the room smelled so bad you would have thought it was a cats home, it was dirty and the windows wouldn't even close, we contacted the booking agent who we booked it through but they said they couldn't and wouldn't do anything to help us, so my husband found us another hotel the brook hotel where we were greeted by a lovely man called Tristan he was so understanding after my husband has explain we had come to Norwich as he brother had died suddenly and we had traveled 4.30 hours to see relatives who live in Norwich after what had been a very stressful and emotional day this young man couldn't have been more helpful thank you so much Tristan

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am very sorry to hear about your family member, please pass our best wishes on to the rest of your family. Thank you for the nice comments about Tristan,i will make sure he is aware. It is a shame to hear about your experience at the Beeches, but now that you have stayed with us I hope that you will be returning again.

The stay fine. Breakfast was much as you would expect at most hotels as was the room which was neat and tidy. Some bits of redecoration of seating in the restaurant and doors and frames would help the place look higher quality. The staff were friendly and helpful.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I am pleased to inform you that the entire restaurant & bar area is undergoing full refurbishment in the new year this is a big investment & one we are very excited about. I hope that you return to us once the work has finished.

We stayed here while visiting my daughter studying at the UEA, the hotels location was near , the staff very polite and friendly and the place at first looked very nice, however on closer inspection the cleaners need sacking ! the shower curtain was covered in removable grime, there was other evidence that the room was not cleaned properly and my partner puled the biggest lump of disgusting hair from the plug hole, was stopping the water going down and it turned my stomach, the windows were filthy also. but what really made my blood boil was going to the bar I asked for one medium and one large glass of red wine, and was charged £11.85 !! now I expected to pay a little more as its a hotel, but come on, i didn't ask for gold plated wine. even if the large glass was £7.00 the other glass would have been £4.85. how on earth can you justify that for what tasted like cheap plonk, I have a feeling the bar manager, who served us, makes his own prices up, he clearly thought id just accept that price, and I did, but only because I did not want to cause my daughter embarrassment, I watched him charge different prices for different people and my partner was charged two different prices on the two night we stayed for the same drink. I am a regular red wine drinker and I know my prices and this was the biggest rip off ive ever come across. shame on you.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, I am sorry to hear that you felt that our bar prices are high. We regularly review pricing inline with the market place & we feel that our pricing is reasonable. As you rightly said we are a hotel, not a pub or social club & this does normally mean that you would pay a higher price.

We booked this hotel on a room only basis for a long weekend whilst visiting family in nearby West Earlham. Unlike many Best Western hotels The Brook has no character, being a modern 2 storey corporate hotel on the edge of an industrial estate. Nevertheless it is quite well placed for car travel with good parking. Our checkin at reception was excellent with all the information we needed. Our room was a long walk along three corridors and the room faced an inner courtyard. We did hear noise from doors closing in other rooms, and some noise from upstairs occupants. There was also a constant quiet hum from an air conditioning unit in the courtyard. Our sleep was fortunately undisturbed by any of this. The room was spotlessly clean, but could do with some minor maintenance. For example, the door didn't quite self-close, the sink plug leaked, and the tap handles were slightly loose. (We mentioned the sink plug on departure). Otherwise the room was a good size, well furnished and had good storage. The bed as comfortably firm, but the pillows were a bit skimpy. I didn't like my bedside cabinet cluttered with a phone, a dim table lamp and a clock with a faulty digital display - only a lamp on the other cabinet. There was only just enough space for my own things. The bedside lamp switch was inconveniently on the flex dropped behind the cabinet. A full buffet breakfast was available at £10, but no continental option was offered so we skipped it. Despite the minor faults mentioned it was overall a comfortable stay reasonably priced for school half term.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. All feedback is shared with my team& we have looked at the bedside cabinet situation & you are correct is to cluttered, this we have now changed. Our location is on the edge of Norwich, but only a 10 minute bus journey into the City centre with buses leaving ever 15 minutes from the stop opposite the hotel. I am not sure what you mean but not having a Continental option for breakfast, we offer pastries, muffins, yoghurts, fresh fruit, cheese & cereals, I do understand that people have their own opinion on what a continental breakfast should be. I look forward to welcoming you back to the hotel in the near future.

Although décor could do with updating, this hotel provided a good service. Friendly staff, clean, lovely breakfast, the most comfortable bed I've slept in a hotel before, quiet, temperature in bedroom not too hot, convenient location

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. We are currently refurbishing the hotel, with new bathrooms & a new bedroom style as well. We hope to have the majority of the bedrooms completed later next year. We did recently upgrade our beds & brought brand new mattresses for every single bedroom so it is pleasing to hear you found them comfy.

If you are visiting someone in the Barnard Road industrial area your choices are pretty limited. This hotel is convenient for the industrial area but other than that I can't find anything to recommend it. Reception was friendly enough. Rooms are ok and were clean enough but it all felt a bit cheap. The hotel seemed to be used mainly by independent contractors (a man in a van) and there were big groups of people being bussed in and out in transits - presumably contract labour of some kind. The restaurant was definitely worth avoiding. The bench seat covers were all ripped, the chairs were uncomfortable and the food was poor. Most people were eating in the bar which seemed a better bet. Having said that breakfast was good. My main issue with this place is the price. £120 not including breakfast should be buying you more quality than this. Apparently there's a pool and leisure facility that is currently closed for refurb. I'm assuming the prices haven't been reduced, but even with a pool this is overpriced..

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. We are currently undergoing refurbishment throughout the hotel & the restaurant & bar is having a complete refurbishment in January & February. I am sorry that you did not like the food in the restaurant, but as you can see from other reviews we do get great feedback regarding guests dining experience with us, however we do accept that we can not always please everyone's taste. Our pricing is in line with the market place & on a premium night you will pay a higher rate, all our pricing is in line with the market place. I will take all your comments on board & I hope to welcome you back to the hotel in the near future.

All the staff were friendly and helpful. The room was just what we needed. We requested a quiet room when booking and the room we were allocated was certainly that! We didn't hear anything from the wedding reception happening and no traffic noise either (apart from a couple of ambulances but that can't be helped). The food was delicious in the restaurant (my compliments to the chef!) and the young gentleman who served us was attentive without being intrusive. The only bad thing I can say was that there were a couple of room service trays left in the corridors overnight! We are planning to return as Norwich is a lovely place to explore and is a short bus ride from the hotel if you want a break from driving.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. I will certainly pass your comments on to the Head Chef & his team, it is always pleasing to read nice reviews about our restaurant. Please accept my apologises for the room service trays left in the corridor, this has been raised with the restaurant & nights team & shouldn't happen again. I look forward to welcoming you back to the hotel in the near future.

Stayed here whilst a festival was on going and was a 30 minute walk from the showground! Are room was huge and lovely, the bathroom was nice to! it was a lovely room and we had a nice welcome it was very posh looking, the only down sides were very loud people during the night talking until 4 in the morning and running up and down the corridors which left me with about 2 hours sleep. But the bed was comfy on the plus side! would stay again but never again if the noise issues can't be sorted.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. If you had contacted the night porter about the guests making all the noise they would of sorted it out for you, I am sorry that this meant you had a poor nights sleep, its a shame that some people are so inconsiderate. I do hope that this has not put you of staying with us again in the near future.

We stayed at this hotel due to a family wedding reception being held there. From the very beginning we went into the hotel, it was apparent the hotel was short staffed. The staff were polite, but very busy. The hotel was okay, but looked a little "tired" in places. Our room was around £100 and I would have expected a little more for the price. On the Sunday morning at breakfast, the theme continued, with nobody asking if you wanted tea or coffee, you had to ask them. The hotel does have a few nice features, like the outside seating area within the centre of the hotel. But not a hotel we will be rushing back to, especially as the Oaklands hotel is not too far away and a similar if not better price.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel, i have of course taken your comments on board with regards to running short staffed but I can assure you we were not. If the Oaklands Hotel is the type of property you like then it is not surprising to hear you do not like a branded hotel such as ourselves. I have spoken to my food & beverage manager with regards to tea & coffee being offered & he sends his apologises from his team. I hope this has not put you of staying with us in the future.

Had a family wedding here and would like to say a very big thank you to gail on reception who was brilliant and alistair who managed the wedding breakfast and made sure everything ran very smoothly, both were brilliant. The whole day ran very smoothly, wedding was great, food was great and evening was great, thank you so much, especially to these two.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. It was our pleasure to be able to play a part in your special day, i will pass on your comments to Gail & Alistair & we wish you many years of happiness together.

If I could give this zero points I would. Massively unhelpful staff. The hotel information states that the bar is open 24 hours to guests. Nope. They say there is free wifi in all the rooms. There's wifi in the lobby, as soon as you get to the room there's nothing. Appalling for the price, stay in the travelodge in town.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. Please accept my apologises for any issues you may have had with the WIFI while staying here, we have had our system upgraded & you are the first person in three months to say that it didn't work, did you call reception for assistance as they would of been able to help you. Also for your information, hotel bars have the ability to serve guests 24 hours a day, not to be open 24 hours per day, our bar is serviced by our night porters after hours, however if they feel a guest has had to much to drink, they will refuse service.

We stayed here back in June, when I gave it a 4 star rating mainly due to the wonderful front of house staff, who actually make this hotel. The following I wanted to contact the manager privately to discuss, but he ignored my emails, I then got head office involved, he ignored them as well, all they would offer me was 3000 reward points, which I no way wanted, and I was not going to be bought off with these rewards points. On our morning of departure which was a Monday as we walked back to our room most of the bedroom doors were open kept open by the sheets that had been stripped off the beds, the duvets however were all airing on the carpeted floor, in fact in each room there is a very nice large dressing table that these could of been placed . Once we had collected our bags from the room and started to head for the reception, to our horror were stacks of clean linen, towels, pillow cases just sitting on the carpet in the corridor. No trolley or table like in all other hotels. Did not like this one bit, not very nice to see and we wondered where our sheets and towels had been in the pile, before our room was serviced. This is not something I normally do on Trip Advisor, but I was left with no option, due to lack of response. Due to this fact we will no longer be staying at any Best Western Hotel in the future just in case this is not an isolated case but common practice in their hotels. I have taken photos but they are on my mobile and for some reason I can't download them.

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Your review is not of this hotel, if you need to be one of those online crusaders who write reviews thinking they are the hotel inspector, make sure you post pictures that are actually from that property. Not only are our carpets not that pattern, they are not even that colour. Also if you are going to lie about contacting a company as big as Best Western, don't you think they would record any complaints that come in, also they would have records of complaints that are not responded to by the hotel, guess what no record of this!!! For some bizarre reason, TripAdvisor won't remove this review until they can contact you, but I would suggest that anyone reading your reviews in the future take them with a pinch of salt as you have probably never visited them in the first place.

2 night business stay,the hotel as ample parking,the staff were very friendly and attentive. The room was spacious and the bed comfortable. I had a BBD deal and thought it represented excellent value. The food quality and choice was great.Traffic getting into Norwich before 9 am is slow, so although it may only take 10 minutes at certain times, allow up to 30 minutes at 8am!

Gareth S, General Manager at BEST WESTERN Brook Hotel Norwich, responded to this review
Thank you for your recent review of our hotel. The traffic on the Dereham road at rush hour can be quite heavy as you rightly say, if you don't mind public transport then the bus route is the best option & that will get you into the city centre much quicker. I will of course share your comments with the rest of my team & I thank you for them. I hope to welcome you back to the hotel in the near future.