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Best Western Plus Hotel Cheltenham Regency, Cheltenham

Gloucester Road, GL51 0ST, Cheltenham, Great Britain - Ver en un mapa
Best Western Plus Cheltenham Regency - Vista Exterior El Best Western Plus Cheltenham Regency se encuentra en el centro de Cheltenham. Venga y disfrute de las mejores atracciónes turísticas cerca de nuestro hotel. Precios bajos garantizados y ofertas exclusivas.

A poca distancia de la encantadora Cheltenham, los colosales espacios naturales de los Cotswolds y luna importante autopista, durante su estancia en el Best Western Plus Cheltenham Regency Hotel podrá comprobar por qué nos hemos convertido en todo un éxito entre nuestros huéspedes. Con un total de 47 habitaciones de diseño con una elegante decoración, un exclusivo bar y restaurante y una amplia gama de servicios de negocios y de instalaciones para conferencias, durante su estancia podrá disponer de absolutamente todo lo que necesite. ¿Qué tal un día en las carreras? Nuestro hotel goza de una excelente ubicación junto al hipódromo de Cheltenham para que pueda sacar el máximo partido a su gran fin de semana. ¿Tiene pensado celebrar una boda? No busque más, el salón Regency es uno de los mejores espacios para celebración de eventos de la zona y nuestro experimentado personal cuenta con una dilatada experiencia, atesorada durante décadas, en la organización de eventos. Los amantes de la historia podrán disfrutar de un recorrido por las antiguas y sinuosas calles, balnearios y museos tanto en Cheltenham como en la cercana Gloucester. Si prefiere disfrutar de la naturaleza, ¿qué mejor que contar con la inmensidad de los Cotswolds en su misma puerta?

Best Western Plus

Hotel Cheltenham Regency




Los puntos fuertes del hotel

  • Salones / Bares
    Salones / Bares
  • Aparcamiento gratuito
    Aparcamiento gratuito
  • Recepción 24 horas 24
    Recepción 24 horas 24
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en asociación con tripadvisor fr
Certificate of Excellence 2018
Basado en la opinión de 643 huéspedes
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"Good Hotel"

User 14/08/2019

Good location just off the motorway if traveling. Clean Hotel, nice room with comfy bed. Good shower with plenty of hot water. Good breakfast. Very pleasant staff. An enjoyable stay. No problems at all! Don't be put off by other reviews I nearly was but glad I wasn't! Have booked 1 night for my return journey. We was looked after on booking in and served at breakfast by Ethan who is very pleasant and mannerable. Thank you!

"Lovely, clean and quiet hotel"

KayDickinson, Lancaster, United Kingdom 13/08/2019

After seeing several reviews criticising the decor, I was worried what to expect but was more than happy with our room. The windows open properly and there's aircon too - large TV, big wardrobe and desk area, plenty of room and specially impressed with the little fridge and how the tea/coffee were tucked away yet easily useable. Only quibbles were that the bathroom was a bit dated and the towels frayed but they supply toiletries and the water was piping hot. Staff very welcoming and chatty- Don't let the moany reviews put you off!


User 12/08/2019

I stayed here in August with my Husband to visit friends locally and simply our stay in general was awful, Very dated hotel , Grubby, thread bare carpet in places, unhelpful reception staff that would not smile and did not attempt to make us feel welcome in anyway they just wanted to take our money off us straight away, restaurant staff that really did not look like they wanted to be there, food standard was very poor, no air con, Bar empty both nights we stayed, says alot on a Friday and Saturday night ??! How is this place still running? I really think it needs to be handed over to a hotel chain that knows how to run a hotel, as the management here simply don't or know what customer service is! We will definitely not be returning !

"Afternoon tea"

User 06/08/2019

This was the worse afternoon tea we have been to. We were the only people there, (not a good sign), the teapot was dirty, big tea stain down the teapot, it could of been wiped clean, I know tea stains, but on the outside of the teapot was not acceptable. The one tea cup had a brown hairline crack the whole depth of the cup, very off putting. The sandwiches weren't appetising, the raw salmon was very strong tasting and was grey inside, I had to discard it, the ham was plain, no mustard or anything else in it, the egg could of had cress or something to give it colour. The cakes were all plain, no cream or decoration. The scones were tasty, not very big though. We asked for more tea, they filled the teapot with hot water and didn't add any more teabags, it was insipid, just light coloured water. We wouldn't go back. Very disappointed.

"Lovely Hotel"

Stuart W, Stockport, United Kingdom 31/07/2019

I stayed at The Best Western Hotel Cheltenham Regency as i had been at The International Air Tattoo from 5am in the morning after a drive down from Manchester and needed somewhere to stay. This Hotel did not dissapoint the staff were very helpfull,the Breakfast was more than enough and the Hotel was very clean,would definatly stay here again, Stuart W Manchester

"Enjoyable stay"

SarahH70, Manchester, United Kingdom 29/07/2019

After reading some of the other reviews about this hotel we were a little worried - we booked 6 rooms at a Best Western Rewards rate of £51 incl breakfast. We were visiting Cheltenham to scatter ashes at the racecourse and rather than it be somber wanted to make an occasion of it with an overnight stay and night out on the town. On arrival at the hotel reception already had all of our bookings ready for us and made the check in process really quick and easy. Having looked at a couple of the rooms we had booked (2nd Floor) i could find no fault. The rooms were clean, tastefully decorated, with good facilities, toiletries in the bathroom and a selection of tea and coffee with biscuits alongside a fridge. We made good use of the happy hour in the bar before we took taxis into the town centre for the evening (The hotel is on the outskirts of Cheltenham and a Taxi for 4 cost £11/ Minibus for 8 on return cost us £20). On returning to the hotel we found that the bar was serving 24 hours for residents which was good. Breakfast was simple but included, cereals, continental selection and a hot buffet breakfast. Tea, Coffee and toast were brought to the table and we ordered poached eggs rather than the fried from the buffet. Overall we all had a really enjoyable stay and would definately consider staying here again.

"Avoid at any cost!"

Uk2usgirl, ely 28/07/2019

Absolute nightmare! No hot water; dirty and and a serious health and safety disaster waiting to happen!!! Money was refunded; but this needs serious investment...not sure if the chain are in financial trouble; but would never visit a best western again after this( and have stayed at many in various countries)


Cheltenham M, Cheltenham, United Kingdom 27/07/2019

lovely day with family n friends shame about whoever is running the hotel no organisation at all, need proper wedding planners not people who have not got a clue. hotel could do with a refurb looks like faulty towers.

GlobeTrotting825763, Owner at Best Western Plus Cheltenham Regency, responded to this review
Hello I was present at the wedding reception you refer to. On the day itself , and the morning after, both the bride and groom complemented and congratulated the Hotel Manager on providing such a high level of service for their special day. Should you have an alternative point of view that you would like to share with the hotel manager that will assist with future events, please contact the hotel and make an appointment.

"Very comfortable, large rooms"

SilverNomad04, Rugeley, United Kingdom 26/07/2019

My main reason for booking this hotel was it offered an EV charging point, other hotels take note!! Handy for exploring the Cotswolds also has lots of businesses nearby. This hotels offers accommodation on two floors only as it is quite an old building. Don't let the outside appearance put you off, they have refurbished inside including large bedrooms and bathrooms with all the amenities you require, including air-conditioning. So while my Nissan Leaf happily dined on electricity I enjoyed the patio with a drink and some food. Breakfast was good although no fresh fruit salad available in what must be “high season”. They have a large car park all round the hotel for about 100 cars and the location is good for the M5. Would definitely return not only for the EV charge!


zoer97, Dukhan, Qatar 15/07/2019

Total and utter joke! AC was broken and no more rooms so left and was told refund would be on Monday. Then they said that the only lady who knew the pin number to give refunds had gone on leave! So no nights in a hotel cost me 400 pounds because Clare forgot to pass on 9n the pin number to her colleague. Utter, utter joke.

"Ideal short stay location"

Michael C, Leicester, United Kingdom 04/07/2019

the hotel is ideally situtated for business or leisure, with motorway access a few minutes away, or a very good local bus service to both Cheltenham and Gloucester. Staff generally friendly and helpful.

"Oh dear. Gone downhill"

591nickyj, Ramsgate, United Kingdom 01/07/2019

Having had a very satisfactory stay last year while on business I happily re booked for a week this year. Sadly, the hotel has gone downhill fast and the cleaning especially leaves a lot to be desired. There was no warm welcome from reception on arrival and there were several Incidents during my stay where found the staff not up to the level expected in a four star hotel. But one of my main gripes was the daily room Cleaning, which was poor to say the least. On arrival I was shocked to see what I initially thought to be a condom under one of my chairs. On closer inspection it turned out to be a piece of plastic. This remained there for four days during my weeks stay, as did a couple of cherry stones. I never use hotel baths , preferring the shower, so the public hair in the bathtub didn't come from me. The shower was impossible to use without getting scalded, as I did several times. I don't think the shower was cleaned once. So next year I shall be upgrading to s real 4 star hotel in Cheltenham. To sum up this hotel needs some serious staff training as well as a long overdue update on furnishings.


chrismacey45, Ferndown, United Kingdom 27/06/2019

A bit of a tired hotel, needs updating, rooms tired, hallway needs re-decorating, staff did their best, but some need some serious training. Breakfast was brilliant, but dinner was average and the staff were not efficient, long waiting times

"The Best Western"

User 24/06/2019

We had a lovely overnight stay. The rooms are very clean. Restaurant food was lovely and waiting staff was excellent. Breakfast cooked food was a little dry but this did not spoil our visit at all. Defiantly recommend this place.

"Not great or plus at all"

napps08, Hastings, United Kingdom 24/06/2019

On arrival I was told breakfast was at 7 only to find its 7:30 at weekends to had to leave with no breakfast, on the second day I did wait for the breakfast and at 7:45 it was still being brought out making me late again. The tv was small and poor quality the baths plug didn't work properly no bottled water provided in the room. The bar wasn't too bad. upon checkout the same member of staff tried to charge me for someone elses food and drinks. Probably wouldn't stay here again not great for the money.

"Event disaster"

SusanD M, Tewkesbury, United Kingdom 14/06/2019

Recently I attended a charity luncheon and talk at this hotel in aid of the RNLI. On arrival,I have to say the tables were expertly laid. The staff had done a good job. However from there on in things went down hill! There appeared to be a lack of staff. There was no wine list on the tables. There was only one bar person. The luncheon was rushed out before everyone was ready. The food was really bad. The beef was so tough you could sole your shoes with it. One or two guests beef was burned and was sent back. The gravy was thin and flavourless. The crumble was ok ( you can't go wrong with that, can you?) then the custard was in large school dinner type jugs (one per table)and was plonked on the tables. Elderly guests couldn't lift them. Then coffee, for which I understand we had paid. £2.95 pp.for, was at first forgotten ,when it did appear it was obviously instant, lacked flavour and was unceremoniously placed on a table where we were expected to help ourselves. The charity group did their best, providing flowers for the tables and chocolates to go with coffee. All in all a disaster! It was so embarrassing for the Cheltenham and Tewkesbury charity committee who had arranged the lunch and talk. They have apologised to their supporters. The talk was excellent and enjoyed by all. What the speaker thought of the meal I dread to think, very embarrassing..The group had provisionally booked for a retirement event later in the year. I understand that has been cancelled. I for one would certainly think twice before going there for an event again.

"A little out of the way, but well worth a stay"

Martin H, Bridgwater, United Kingdom 13/06/2019

We booked a superior king room and arrived for our visit. Not impressed with our room we asked if this was really a superior king? They said they are all superior king rooms, which surely makes them standard! We were shown to a slightly bigger room (212) which was better laid out and fitted the brief. It was a nice room with a decent bathroom. The whole Hotel could do with some TLC as it is a little worn. The staff were great and a drink outside on the terrace is recommended. The food was really good and nothing was too much trouble. We will definitely stay here again if we are in the area.


User 05/06/2019

At first impressions the hotel and rooms looked of such a stature that one would feel they had value for money in the heart of Cheltenham. How so not true would that be and how they would become to haunt us later on would be an understatement. Upon arrival we were not greeted as full paying customers should be with a smile and welcome to our hotel. Instead it was when I gave my name could you please pay upfront before we basically discuss anything. After paying upfront to our annoyance we were told our bedroom was not next door to our sons but a corridor away. Slowly but surely everything was unraveling disturbingly the wrong way. My sons room was furnished with a duvet which had basically had mould on it. Without causing a fuss or disturbing his parents he tried to resolve issue by calling front desk to rectify situation later in that night. Unfortunately there was no response after repeated attempts and even if one front desk operator was away from his station he would have seen a stress call from a customer and they should have rang back. So much for 24 hr back up customer service. This did not happen in any circumstance whatsoever. Without causing anymore fuss my son had to sleep on the other side of duvet to avoid contact with the mould. So basically as of the night in the Cheltenham Regency for which I paid a full fare paying night for my son he spent it under the duvet of a mouldy specimen. Upon waking he informed me of his distress and what he had encountered. Me being civilised and accountable I stated to my son I would look into this after breakfast. Upon arrival to front desk I voiced my disapproval to front of staff. I was met by the Duty Manager who gave me no proper apology for my sons inconvenience but instead went to great lengths to state that the issue remained with the outside company who basically cleaned their linen. Without causing too much of a scene and quite surprised in the midst of all this conversation he failed at any point to be apologetic,I remember telling my wife as we approached our lift how rude and disconcerting he had been. But still not wanting to cause a confrontation and act like civilised people I decided to tell my son that house keeping would change his duvet. Unbeknown to Duty Manager that I was approaching my sons room and not realising I was crossing his path, I overheard him telling housekeeper of our predicament and that we were one of those people that were in his words trying to claim. Being a fairly non confrontational guy I basically felt so humiliated and grieved that I was being spoke of in such a demeaning light, when I only meant to explain the service was not up to standard. When I confronted the Duty Manager on what he had said he immediately denied it. I explained to him I had no intention of being evasive but would not tolerate my family being accused of being those people that complained without good reason. To this day I have never complained about any establishment or venue. But when you approach a Duty Manager and ask him politely why he told house keeper that this was a problem and that we were just trying to basically complain and recompense. Confronted with this he throws his hands in the air and says I can't help you and storms off. Look I would never give a bad review anywhere and never had. But it's so ironic we had an issue at 1.30pm Sun afternoon and after asking him for details he furnished me with General Manager Tracie Baker details. I emailed Tracie Baker immediately with my concerns as a fare paying customer but also as a shaken customer who had been confronted with an aggressive Duty Manager who stormed off in midst of a conversation. My point was I was left traumatised by an encounter with her Duty Manager in the corridors of her hotel who refused or acknowledge any responsibility to the problem at hand. This was a despicable attempt to cover up the truth and no attempt to just apologise in any way. As hotel owners go and managers are you cannot refuse or ignore your fare paying customers. You have to realise if you do not respond to customer emails Tracie or do not listen to their concerns, then the customer is in his right to inform other fare paying customers of your blatant disregard to any grievance of any customer you may disregard. Please everyone be aware this hotel will not listen or adhere to any of your concerns or make any attempt to change or make better your stay once you have voiced your complaints. They feel they have the right to and to explain their way out of any situation. It's such a shame as the hotel location and room size and cost make it very affordable. It has now been 24 hours since I voiced my concerns to the General Manager Tracie Baker and I have received no response whatsoever. Tracie you can respond on trip advisor to all your welcoming good comments but choose to avail yourself to any criticism of your hotel or your staff handling of it and never respond. It's a very poor response for the hotel chain of Best Western Plus.

"Noisy Rooms"

graciealice13xx, Cwmbran, United Kingdom 02/06/2019

I stayed in room 208 with my partner and throughout the night there was what I could only describe as a boiler keeping us up all night. It seemed every time someone turned the tap on we'd get this loud noise. I phoned the staff twice, the man at the desk at 1am and 1:30am was very apologetic and told me the boiler was on a timer and after 20 minutes it should shut off - which it didn't. In the morning we informed the people at reception what had happened the previous night and the women said she'd just take note. I feel as though the staff really didn't take much notice or concern for us because we could not go to sleep! We was not offered another room or anything for our problems. Other than that, the beds are large and very comfortable and the breakfasts are nice also. However, the parking around the front is quite tight. (I did have a video of the loud noise but the website won't allow me to upload it)

"Very Average "

Frequent_TravelerAU, Melbourne 02/06/2019

Tolerable for a night but certainly not enjoyable. The hotel is in need of basic attention to detail. The iron was filthy (we were told they only have two) ironing board ripped. No tea and coffee supplies in the room (we had to ask). Only one towel (we had to ask). Only one drinking glass (again we had to ask). Check in and interaction from the reception staff member was strangely lacklustre. A smile or level of friendliness would have gone a long way.

"My stay at Best Western Cheltenham Regency"

Fearless00387413035, Portsmouth, United Kingdom 29/05/2019

Nice location for the airport, which was where my business meeting was. My room seemed a little tired -in need of refurbishment. Staff were very helpful and friendly, especially the checkout staff. Breakfast was good - would have liked a choice of breads rather than just toast or go without.


justwethree, northampton 26/05/2019

My wife and I came for a much needed quiet night away. We booked a superior room with a request that we be given a quiet room. When we entered the room it looked far from superior. The tv was missing and the view was of the kitchen wall and extractor vents. We have been offered a complimentary breakfast as compensation for no tv .We could not be moved as the hotel is hosting a wedding and is fully booked. For the past 5 hours we have been listening to the sound of the extractor from the kitchen. I complained at reception and was told it will be turned off at 11. Well it's midnight and the noise is going strong. It sounds like a loud tumble dryer. My wife is in tears of frustration for a ruined break. I have rang down to the 24 hour staffed reception to ask when this racket will be turned off but no reply. Best Western this simply isn't good enough. We entered into a contract with you and you have failed to deliver a reasonable service.

"Recent short visit"

Nigel D, Anglesey, United Kingdom 25/05/2019

Stayed recently at this hotel. Rated 3 start but should be 4 or 5tar..Staff were all very friendly and attentive. The staff were under pressure in the Restaurant due to a wedding function in another room..more staff on duty, would have been helpful. Meal on the evening was very good, especially the rump steak. Breakfast was both plentiful and hot. No problems at all.. The room we had (116) was very clean and comfortable. Again no problems. A very good hotel and will stay again in the future.

"Ideal stay"

HampshirePlanthunter, Andover, United Kingdom 19/05/2019

Only stayed the one night but staff were all very friendly, and attentive. Two small things that could be improved on. We didn't eat here in the evening as there was only one vegetarian thing on the menu, which I didn't fancy. And the other the exterior needs an overhaul. Neither of the above would stop us staying again.

"Good 3*+ hotel in a good location with plenty of parking."

thisiswherewevisited, Oxfordshire, United Kingdom 17/05/2019

Really pleased with our large room, comfy bed, good sized bathroom and very clean throughout. Our only disappointment was our evening meal in the Restaurant. Average selection of choices. Only two members of staff who were working really hard to supply drinks at the Bar and serve meals, our basic starters of Soup & Prawn Cocktail took nearly an hour to arrive! Recommendation: Management to be actively involved at the Bar & Restaurant with additional staff!

"Disappointment in Cheltenham"

Traveler48217078972, London, United Kingdom 17/05/2019

The hotel is rather sad and drab, inside and out. The “double” bed was two single mattresses held together by the sheet. There was no hot water on the morning of our departure. There is no soundproofing, one could hear the other guests and presumably visa versa. I made 4 attempts to speak to Reception but there was, each time a guest ( different one each time) there arguing about some payment problem. The bar was “dead” and dispiriting. This establishment need saving!

"Horrendous experience"

glossyrossi, Westcliff-on-Sea, United Kingdom 14/05/2019

We chose Best Western as we thought it was a good, reliable brand, how wrong we were. Do not stay here, it was an awful experience that still hasn't been resolved. We arrived to see the columns at the front door, crumbling on the floor. The receptionist gave no welcome whatsoever, and just asked for our names. The room size was ok, but so hot, and the air con did not work very well. The bed was the worst bed we have ever slept in, and whilst big enough, it was so old and thin. We both woke up with a back ache and had a horrendous night's sleep. To make matters even worse, there was no hot water and after running the taps for at least ten minutes, I gave up and had to have a cold shower. The breakfast was ok, but they got our toast and hot drink order wrong and when we did get the coffee it was disgusting. We decided we couldn't stay for our second night and I complained to the reception with all of our issues. We were just told he couldn't refund us as we had “booked it through the system”, what does that mean? He said I had to write in, which I had to ask for an email address for. The response I got from the hotel manager was a complimentary room, and after telling the manager there was no way we would stay there again and that I just wanted a refund for my second night, I got no response. I chased and chased until the Director emailed me. He basically said we were wrong and why didn't we tell them the night before that we wanted to cancel!! If I'd have known that, we wouldn't have stated there at all. Two weeks later I still don't have my refund! Never ever again!

"Would not recommend "

70tinam, Southampton, United Kingdom 12/05/2019

We chose a best western after many good experiences but this stay has left me quite disturbed. At 3:30am this morning Sunday 12th May, another customer who was extremely intoxicated entered our room loudly, turned on the light, saw us, screamed and ran out again. We were shocked, startled and panicked at this. I called reception which I was advised to be manned 24hours on two occasions with no success of reaching anyone! We didn't sleep thereafter at the fear of who else had access to our room. At checkout I spoke to the manager who admittedly was empathetic as he told us how he had experienced this himself previously. He tried to suggest that his only thought could be that someone had been given a master key in error. As two females wanting to feel safe when away from home this has clearly failed to be provided by best western. Admittedly this could have been far worse outcome if the key had been put into the hands of someone dangerous. When we did need the urgent help of your night manager there was not contact able to be made. The manager suggested that the night manager was probably walking the building and the mobile phone has areas of the hotel that do not have good connection - not helpful in this situation. I would not feel safe to stay here again

"Great location and friendly staff"

Kevin Pearson P, Bristol, United Kingdom 08/05/2019

Our stay was enjoyable and trouble free, Great location just 5 mins off the M5, check in was swift and our room was nice and spacious, All the staff from check in to check out were great, Including the night porter letting us back in despite it being the early hours of morning, He was welcoming and made sure we had everything we needed . Thanks we will be back!

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
That's Great! Thank you for your kind review. We look forward to seeing you again in the not too distant future.

"great night friendly place"

Richard M, Bournemouth, United Kingdom 08/05/2019

lovely hotel with some great staff really quiet i had an evening meal which was proper home made lovely the bar staff Andy and Tracy really engaged with the customers very chatty i had a really good evening would fully recomend this hotel

"Great place to stay."

Steve G, Klang, Malaysia 08/05/2019

Close to the city centre, and al other attractions in the Cotswolds. There is also a bus stop across from the hotel which stops every 10 mins. the hotel itself is great venue, resteraunt, the staff were all helpful and friendly. There was a chap on reception who very helpful giving lot's of local information, and also there was most helpful bar person, (Sue) who gave great advice on our stay, and local attractions.

"A very disappointing stay"

User 04/05/2019

The staff at reception couldn't find our booking on arrival, nor could they find our prior booking of the restaurant. Their only interest was in a large group that had booked for the same nights. Priority was given to the group at all times, including in the restaurant. There was no hot water in the room in the evening, because 'the large group had used it all'. The problem with the hot water has been known to the hotel for some time but has clearly not been resolved. Offering us another room to shower in was not a satisfactory solution. There were other minor issues too regarding the room - eg huge double duvets for single beds - it's all we have, we were told. The key problems were raised with the manager, who seemed unable to deal with them, saying it was only head office that could deal with it. She did not get back to us before we left about any resolution, and indeed we still haven't heard. The hotel has apparently paid a lot of money to fix the heating problem, but clearly the solution hasn't worked.. Some rooms are available with hot water at all times - but not ours. It is a shame, because the hotel could be nice, but it seems inadequately staffed, and without the expertise or interest to resolve issues.

"Great location, a few tweaks it could be great"

Wanderer43802119348, Bridgwater, United Kingdom 24/04/2019

The Hotel is well situated, just 5 minutes from the M5 and a minute from the A40. It is a quiet Hotel and is quite large. The food is great and the staff are friendly. The Hotel is a little tired and could do with a refresh but the rooms are spacious and well decorated. The Internet is good and reliable. There is a bus stop right opposite so if you want to go into Cheltenham it is a good idea so you can have a few drinks.

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
thank you for your kind review. We hope to see you again soon!

"Pleasant Easter Break"

Explorer67908671575, Southend-on-Sea, United Kingdom 23/04/2019

We booked for a 3 night stay over the Easter Break as knowing how expensive Cheltenham can be the price including breakfast was great value.Overall the hotel is what we expected for a 3 star , the room was very spacious with a huge Superking bed and overall very clean with good facilities. Our main issue was lack of hot water in our room which continued throughout our stay and although we were able to use other rooms to shower it was'nt ideal and the offer of a move to a different room on the first occasion would have been appreciated rather than the apparant standard response of " Maintenance Being Carried Out" . We accepted that we would likely have no hot water on demand as did not really want to pack up and move as liked the room..The staff on shift dealt with the issue quickly and also fixed the DVD player which we reported was not working but did sometimes lack a level of professionalism I would have expected.We asked for 2 extra pillows on our first nights stay which was met with apathy almost bordering on inconvenience by the 'Laid Back' staff on Evening Reception which my partner and I were dissapointed with as it tainted our stay which was a shame.The staff clearly work very hard in a budget priced hotel and were all friendly but we felt that they struggled to appreciate how powerful there attitude towards guests was as no matter the Star rating how they deal.with requests and issues impacts on return visits as unfortunately we would not return to The Regency which is a shame as we visit and stay in the area regularly throughout the year.

"Race day stay"

User 23/04/2019

We had a overnight Cheltenham Races Stay before we travelled onto Bath for a long weekend, use Best Western on both stays, we found the hotel perfect for our needs, lively comfortable bed and clean and spacious king sized room, bathroom was excellent clean and tidy. We ate our evening meal in the hotel and Sue,was very helpful in helping us choose our food, the meal was excellent,breakfast was very good too, would recommend to anyone

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
Thank you for your kind review. We look forward to seeing you at next years races!

"Cheltenham Races"

Thealex33, Middlewich, United Kingdom 22/04/2019

Had a lovely stay at The Best Western Regency. Room was quiet and clean, booked in late after the races and had a nice evening meal, staff were friendly and nothing was too much trouble. Had the King sized room and a very good nights sleep

"Eddy, the receptionist whom hangs up on you."

VictoriaUKUSA, Gloucestershire, United Kingdom 21/04/2019

I was going to book a lovely deluxe king size room for such an amazing price until I tried to speak to a receptionist. Tried three times to get through. Very very long wait with no option to leave a message. It seemed as though someone was there as after a couple minutes of ringing, the phone is picked up then put down. Fourth attempt and I will admit I only did this out of irritation, and someone answers! Eddy, (rather snobbish attitude which did not help my mood), informing me of a £10pp buffet breakfast, which would not be any different if you booked online. No thank you. Not paying that much for breakfast nor potentially a pretentious attitude when I arrive. Staying with friends instead. Please, mangers, remind staff that first impressions count, even over the phone.

"Shower dangerous - scalding hot - not adjustable. hotel refuses to consider complaint"

35francophile, Chester, United Kingdom 19/04/2019

Stayed in this hotel for one night in March. Shower in room was jammed in hottest position, and on / off valve impossible to operate. Shower unusable as a consequence, and dangerous. I have complained about this verbally and in writing, but am being constantly ignored and then fobbed off. THIS HOTEL IS DANGEROUS and cares NOTHING for customer service. Avoid at all costs.

"Good Stay"

JEAN L, Birmingham, United Kingdom 10/04/2019

The Hotel is very nice and our room was very acceptable. The staff are very welcoming and breakfast was good but a lack of melon and pineapple and it would have been nice to be asked if we would like more coffee and toast. We would recommend this hotel and would stay again if in the area. It would have been nice to be able to order a morning newspaper it would also have been nice to see a hotel newspaper for guests to look at. Complimentary bottled water would have been nice in the bedroom as hotels of the price we paid for our accommodation do provide this.

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
Thank you for your review. We do hope to see you again soon. We can order newspapers for you upon request. so please bear that in mind if you return to visit us.

"Great stay comfi bed good beakfast"

User 09/04/2019

The staff was great, the bed was super (the best since many Hotels) Clean and well equipped room. Also the breakfast was wonderfull, i would defenitely recommend this hotel to my friends. Good base to discover Cotswold.

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
Thank you for your great review of our beautiful little hotel. I enjoy staying here myself as the beds are really comfortable!! We look forward to seeing you again soon.

"one night stay"

Peter J, Ashbourne, United Kingdom 08/04/2019

the staff were excellent had a good sense of humour and put up with 5 bikers who had a long day in the saddle, the room was excellent, the food was great and staff recommendations did not disappoint. I would definitely stay there again if in that area.

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
Thank you Peter It was a joy to have you all stay with us I'm glad that my recommendation of the burger was to your satisfaction. We look forward to you joining us again soon


User 01/04/2019

The staff are very helpful, friendly, the room was great value for money,clean and good decor,it was great for public transport or private hire taxi 5 minuets from Gloucester town centre. Overall a very pleasant stay at a very good price well worth £55. The food was fantastic.

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
Thank you for your kind review. We take pride in exceeding customers expectations during their stay with us. We look forward to seeing you again in the near future.

"ideal location / lovely room"

EBTD, Reading, United Kingdom 30/03/2019

although the exterior of this building seems a little tatty the shrubs and plants are very well looked after and make the walk from car park to reception pleasant. Inside the building is large and roomy with small corridors to the restaurant / bar area and passages to the rooms all which reflect the origin of the building. Our room was big and very comfortable. A bath and shower which requires one to step into so mobility limitations could be a problem. We only used the room and had a drink in the bar ( which had no ice ) so cannot comment on any other aspects offered. we would use again.

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
Thank you for your review. At present our ice machine is under repair but we do have bags of ice available. I'm glad that you enjoyed the rest of your stay with us and we look forward to you joining us again soon.

"Amazing value for money"

elljaneyy, Cambridge, United Kingdom 18/03/2019

The bus service service near the hotel is perfect, the stop is right outside and it's so quick and cheap into town. We only paid £40 per night for the room, the room was really modern and worth the money. Bed was so big and comfortable!! The bathroom was quite small though. The housekeeper woke us up on the second day to try and clean our room even though we had another night there and I'd of preferred not to be waken up at 9am, when we came back that evening she had taken the toilet roll out and there was none. We called reception multiple times but you get no answer which I thought was poor, however on arrival we did check in an hour and a half early and the room was ready and they was nice about it. The parking at the hotel is amazing. The extraction fan in the bathroom was really loud and one day there was no hot water. We ate at the hotel restaurant one evening and the service wasn't the best. Just one lady doing everything but the restaurant wasn't busy at all, she would take a while to come over to us and once she had served a meal she would leave and when we wanted something she would be nowhere to be found. I had the soup and all I could taste was pepper, they did refund that though. On check out we called to try and pay for later check out because it said you could do so on their website, however they said they wouldn't offer this today and not because they was busy but because the cleaners were only working till 1pm, that wasn't great but they did let us stay another hour for free. We stayed out till late one night and the doors were locked, we thought there would be some card system but there wasn't and you had to buzz and wait a while for someone to answer the door which was a pain. Whenever we needed something from reception there wouldn't be anyone there and we would have to search around other areas/ rooms for someone. I left the towel on the floor because they are meant to replace and wash them, and they didn't replace them. The heating/ air con system in the room was good and I loved the fact there was a fridge.

Tracie B, Manager at Best Western Plus Cheltenham Regency, responded to this review
Thank you for your review. It seems you had a mixed experience during your stay with us and for this I apologise. We would love for you to return in the future to give you a better experience on your return.

"Race day special"

jimmydLondon, London, United Kingdom 17/03/2019

Stayed here on Gold Cup day. Excellent service and great service in the restaurant and lounge. Speedy check in and out. Comfy rooms. Service on our return from the course was excellent. And a winning day made it all the better!!

Tracie B, Manager at Best Western Plus Cheltenham Regency, responded to this review
Thank you for your great review! We hope to see you next year with the luck of the Irish!

"Comfortable but staff inexperienced"

Kim W, Coventry, United Kingdom 13/03/2019

Our stay was overall positive with a nice room and friendly staff. Some staff were very inexperienced and it required patience whilst they got their act together - but we could not fault the effort and service, I am sure, will improve. The room was well-appointed, food was okay but could be better, and the drinks selection was disappointing - no cask ales or bottled beers, few options on wine. That said, it was decent value for money and it will get better.

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
Thank you Kim. We had a few new staff member start and they are getting better as you said, but I apologise that the service was not as expected. We do have bottled beers such as corona and Budweiser but most of our beers are on draught. We have doombar available but we only have this at the moment so I apologise. Please do give us another try as the service that I like to provide is generally higher than you experienced.

"Faulty towers."

DARREN M, Dundee, United Kingdom 12/03/2019

Enjoyed my stay due to the fact it was quite amusing watching untrained staff trying to run a hotel. Arrived and was issued room 112 which when I entered was not made up?each evening I had to get my key card reissued due to the fact,I was informed that Keycard cancels itself out when leaving the vicinity of hotel? Barmaid was hopeless but very polite ,she would just wonder off chef would be ringing bell people would be queuing at bar.most nights chef had to serve me? Hotel rooms where great all in all I would use again as it was not to upmarket,and I have said I quite enjoyed watching the staff trying to run the hotel.

Tracie B, Manager at Best Western Plus Cheltenham Regency, responded to this review
I apologise that your stay with us wasn't as expected. The key cards do not cancel their selves out but do wipe clean if left with a mobile phone. The receptionist probably only booked the key card for one night. I have spoken to the staff members who were on shift and my apologies again that they were not where they were meant to be. This is not usual practice at the Regency. I also expect better standards from the staff on shift. Please do not let this disappointing stay put you off, and we hope to see you again in the near future.

"Great staff. Shocking Owner"

Brynpiker, Cardiff 01/03/2019

Five Star for the two members on duty covering the whole of the hotel. Great service.. Great food and a wonderful evening. The owner who I have sadly not met needs to recognise the difficulties the two members of staff on duty cannot function this way. I hope they recognise the shortage and recognise what wonderful staff thet had on duty including the chef who provided a great meal.

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
Thank you for your review and I will pass on your comments to the members of staff who were on shift that night. We do have a good team here at the Regency and sometimes it can be busier than expected which therefore puts a strain on the team. However we aim to go above and beyond for every guest and I am sorry that we didn't exceed your expectations on this occasion. We hope that you return so that we may give a better impression on your next visit.


User 01/03/2019

we chose this hotel based on location, price and reviews of previous guests. we were able to check in late which was helpful and the room was pleasant enough. however there was no hot water for a shower on the sunday morning and when i told reception of the problem i was fobbed off with " you are the first to report this" - as if I was lying and then told the boiler had been put on boost - so they did know of the problem, was v unimpressed with the staff attitude - as providing hot water is an absolute basic requirement. i got the impression the receptionist didnt care a jot - the hotel already had its money - so why bother.

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
Thank you for your review. We did find a problem with the hot water on Sunday morning. After your initial report of no hot water this was boosted and then investigated. We had a hole in the flu which cut off the boiler . This is now rectified. We did have a couple of rooms after the incident was reported for guests to use so that they could shower . I am sorry that you didn't enjoy your stay with us but please do try us again so that we may show you that under normal circumstances this is a nice hotel to visit.

"Not good"

MV050, Manchester 28/02/2019

No hot water when we arrived in the early evening, still no hot water at 10pm and wasn't resolved in the morning. The reception staff offered a £10 partial refund which I thought was insulting. Hot water is something you shouldn't be with out in a hotel especially when it was £75pn. The cold breakfast option was poor. No vegetarian option in the restaurant in the evening. One member of bar staff working in a busy bar there even a hotel guest assisting behind the bar which I found very strange. A very strange hotel experience. I'll not be returning.

"A little gem"

Pioneer55648908482, Douglas, United Kingdom 28/02/2019

I found this hotel by accident and it was a little gem close to the M5 which was useful. The rooms are of a good size a little dated but comfortable with air conditioning. Good facilities with a fridge, safe in the room. A place to sit and relax plus a large desk which I loved to complete papers. Internet was first class good reception and fast. The menu needs a little updating but all the food is prepared by the chef, nothing from frozen. The breakfast was very good and hot, with good service from the staff. I will be back that's for sure and the price for Cheltenham was excellent.

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
Thank you for your kind review. We pride ourselves on exceptional guest relations and try to do our upmost to adhere to this. We look forward to your return


User 26/02/2019

We stayed here for 2 nights after reading some of the reviews which seemed good. First impression was it could do with a lot of TLC. We were checked in easily and the guy on the desk was friendly. We stayed in room 116. It wasnt clean, hairs in the sink, empty coffee sachets by the tea tray, Hairs in the bed and the sheets didn't fit so kept coming off. We went for dinner and the pie was awful, pastry was rock hard and inedible, chips wasn't cooked. The other rooms tv's could be heard in our room and our tv echoed. I didn't complain as we thought it was just a base but we struggled to sleep as our room was next to some kind of generator or aircon unit which vibrated all night and kept us awake. Breakfast was ok but the continental was pathetic, 1 type of pastrie, chorizo, ham and cheese. I'm sure a lot could be done with hotel if they put some money into it but as it is it's not worth the money they charge. We definitely wouldn't stay again.

"Really bad"

User 25/02/2019

Dinner was awful. The chicken just tasted burnt. No gas for serving beer. No power in kitchen for cooking breakfast. Understaffed in evening and staff upset. Waitress said chef was angry. Couldn't find the gluten free bread I had requested when booking. Receptionist said no money off but I could have extra food for dinner which I didn't want. Cracked sink and very rusty towel rail in bathroom. Bottom sheet not big enough for the bed. No hot water for shower or shaving. Everyone complaining at checkout. That's my experience.

Tracie B, Manager at Best Western Plus Cheltenham Regency, responded to this review
I apologise on behalf of the service that you received during your stay with us. Obviously the gas leak was out of my control, but was rectified by lunchtime. We aim to maintain a good standard for every guest that visits our hotel and for the most that is what a good percentage receive. I know that in this day and age you cant please everybody and I don't expect too. We would be more than happy for you to return so that we may put right the mishaps during your last visit.

"Terrible "

afriendly1, Cheltenham, United Kingdom 20/02/2019

My husband and I booked this for our anniversary. Upon arriving the receptionist (Andy I think) was too busy complaining to a colleague in the back room about other members of staff to notice us waiting. We liked the room but unfortunately had no heating or hot water and as I have severe asthma that was not ideal. We went down for dinner and that was average. After going back to the room I felt very poorly so asked reception to help but this was too difficult for the above mentioned receptionist as he needed to go home! Luckily he was handing over to a lovely gentleman Anton who swiftly changed our room over and was so extremely courteous. Breakfast was wonderful with a fantastic mother/daughter duo who were so humble and fabulous workers who couldn't do enough,definitely excellent customer service skills there.The female manager walked in with all I can describe as a face with a smacked bottom! She was extremely loud and rude while talking in the kitchen where we could all hear in the restaurant. If only she took a lead out of Anton/mother-daughters book. All in all the event was quite a disaster. Poorly managed,horrendous male receptionist. I would not recommend unless new management was brought in.

"Small good value and good grub"

User 20/02/2019

Stayed here for 2 nights, it's not the Ritz. But, staff were friendly room was in good condition and food excellent. Free parking and reasonable WiFi throughout the hotel. Bar is well stocked and good service, could be busy during Cheltenham festival!

"Good location"

User 18/02/2019

Ideal location for day trips to Cotswolds . Rooms comfortable and food nice although staff need better training. Had a touch of the Fawlty Towers about it which did make us laugh but would annoy/frustrate others.

Tracie B, Manager at Best Western Plus Cheltenham Regency, responded to this review
Thank you for your review. I am sorry that the staff that were on shift were not up to standard. We do have some new staff members who are receiving on shift training. Please do come back and give us a chance to live up to standards.

"Wouldn't recommend if travelling for business"

User 11/02/2019

Stayed here for business, booked through my company, arrived at 9.10pm after long drive for work only to be advised of a £25 dinner allowance but that the kitchen was closed so basically tough. All the literature states restaurant served until 9.30pm, which is clearly not correct. Would not recommend hotel experience for woman travelling alone with work.

"Nice hotel."

Eileen00, Cardiff, United Kingdom 11/02/2019

Staff very pleasant. Nice large room with big bed. Hot water was very HOT so be careful. Would recommend for an overnight stay if you are in the area. Didn't stay for breakfast so can't advise sorry. Parking was good so no problems.

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
Thank you for your kind review of our hotel. We look forward to you staying with us again if you are in the area. I recommend staying for breakfast next time.


caral2013, Leicestershire 10/02/2019

Stayed for one night en route to visiting Cheltenham Location: Just outside of Cheltenham, close to motorway and A road links. Rooms: Good spacious room, tea/coffee facilities. Hot water seemed to be lukewarm at best - possibly something up with the boiler - but I only stayed for one night so no big deal. Staff: Friendly, professional Plenty of ample car parking Good choice to stay for Cheltenham

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
Many thanks for your lovely review. We pride ourselves on our customer service and go above and beyond for every guest. We look forward to seeing you again if you are ever in Cheltenham

"Great Stay.,."

User 26/01/2019

Great Stay,Andy and his staff made our stay very enjoyable.Nothing was too much trouble for him.. The young lady waitress with the black glasses,was excellent. Fantastic customer service skills... Thanks for an enjoyable stay 25/1/19...

"wifes birthday"

philipgibson24, cannock 12/01/2019

nice hotel convenient for Cheltenham and Gloucester nice staff excellent breakfast good evening meal big room on the ground floor well equipped very clean ample parking and very close to the motorway would certainly come again

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
Thank you for your kind words regarding the staff and service. I am glad that you found everything was suitable for your visit. We look forward to your return.

"Quiet but friendly"

JohnBoland, England 07/01/2019

Arrived mid evening and was checked in by the night porter as he was covering reception due to absence. Efficient and friendly check in, the room was adequate and had an electric convector heater already in the room, which Im guessing seeing the previous reviews may have been purchased to resolve the heating problems some reviewers seem to have had. We didnt feel we needed the heater the heating seemed to have been fixed. We went to the bar, it was obvious the hotel was very quiet due to the time of the year, and in such situations staffing levels naturally drop, and obviously cover other areas. We didnt have to wait around for any bar service though and the bar man was quick and polite. HE went off shift and a night porter arrived who told us he was quite new, but he, again, was polite friendly and efficient. Bedtime came and went, the morning after although we had booked breakfast we skipped this and checked out. I would return.

"A wasted Christmas Gift!"

Mark S, Tamworth, United Kingdom 05/01/2019

As we emailed Tracie Baker (General Manager) and she didn't have the decency to reply, here is our complaint that we tried to do privately. Good evening Tracie, We returned yesterday 29th December after a one night stay at The Best Western Cheltenham Regency Hotel. I bought this stay as a Christmas gift for my wife, as she has always wished to visit Cheltenham and Gloucester and would be too much to achieve in one day, because of our location. On arrival at 3.00pm Thursday 28th my wife and I checked in and were directed to our room, which we found clean and presentable with Wifi that worked, but unfortunately 3 bulbs in the lights that didn't. We didn't bother mentioning the lights as it would not affect our stay. My wife went to reception to ask for a menu so that we could make our choices ready for dinner. She was given a menu by Anton and was told she could take it back to the room so we could both decide. She enquired to Anton if we needed to pre book a table and was told no. it wasn't necessary, but the Duty Manager replied that we needed to order in the restaurant by 7.45pm as they were closing early. We arrived at the restaurant at 6.55pm and was then told by the Duty Manager that there were now a number of items not available, which turned out to be most of the menu. There was no fish, no steak, no pork, but there were 2 burgers left, a chicken & thyme and a chicken cider pie. We told him that this was totally unacceptable and that we were not advised of this earlier. He replied that there had been no food deliveries, so the chef had decided to work with a shortened menu. We then told him that we wanted to make a formal complaint and he told us to go and complain to reception! Surely at this point the duty manager should have reacted and tried to rectify the problem instead of blaming everyone else? We then went to Anton (Night Porter) to complain and although he was very apologetic, could not resolve the situation. He then suggested that if we wanted to order a takeaway, he would supply the plates and cutlery. I then asked if there was a proper restaurant close by that we could drive to. He gave us the choice of a couple of places and we ended up at a very average pub in Churchtown. Although Anton had obviously tried to help us out of a nasty situation, it wasn't exactly our idea of a relaxing night away. We then returned to the hotel bar for a relaxing drink, to once again being told that they had no stock of..........ICE! Are you serious? were my words! He then told us that the ice machine had been broken since Christmas day! I was totally disgusted and ordered 2 tonic waters, which he gave us on the house because we were so upset. We then had to spend the rest of our evening in our room. When we woke in the morning, my wife turned on the shower to now find out that we had NO hot water! No hot water in a hotel that was nowhere near to capacity and supposedly one of a large group? We then had to go for breakfast where we waited a long time to be seated as there was 1 lovely lady trying to seat people, take orders and serve. We placed our order for tea and toast and started with the poor choices of cereal. we then helped ourselves to the buffet style English breakfast. The waitress eventually arrived with our toast and tea as we were finishing our breakfast. When she noticed that we had already finished, she was so apologetic that everything was taking so long, because she was running around like mad trying to do it all on her own! We told her that it was not her fault and that we just wanted to check out and go home! We then went to reception to check out and the man at reception asked us if everything was OK with our stay. I then reeled off all the problems we had, but he didn't seem very interested. He told us the amount that we owed and I told him that he could take the payment if he thought that was acceptable for us to pay. He then said he would take the payment and said goodbye. I cannot believe that so much could go wrong in less than 24 hours of a one night stay! We would appreciate you response as a General Manager.

GlobeTrotting825763, Owner at Best Western Plus Cheltenham Regency, responded to this review
Dear Mark Please accept my apologies for not getting back to you sooner. Unfortunately Tracie Baker has been on holiday and your email appears to have been overlooked. Please contact Tracie again to resolve the issue. She will give you her personal attention.

"Overnight stay"

steveg7, N. Ireland 30/12/2018

Great location, parked up and got the bus right outside to get into town. Room was clean and well maintained. Had no hot water at all in the morning, this was at 9am and we tried all taps. Went to breakfast and told the front desk who said he would look into it. Breakfast room was slammed, they were obviously short staffed after christmas. Dirty tables, some sad breakfast items. We never did get our toast despite this being taken on arrival, server spent most of her time apologising for the shambles. Staffing is always difficult in this industry...overall a bit miserable..needed to get home to then shower...Only paid about £52, but still would have liked hot water...

"Did the job"

Graeme C, Birmingham 27/12/2018

I had to make one of my regular trips to Cheltenham and this Best Western Hotel represented the best value especially as it included breakfast. It is not in the centre of Cheltenham and there was plenty of parking. Check in was swift and efficient. I was given room 106 on the ground floor. Unlike other recent reviews I had no issues with either heating or noise.It was a good sized room . Like the rest of the hotel it is quite old fashioned but perfectly adequate. It had a bathroom with a bath . Therec was a shower over the bath and a shower curtain. Free toiletries. Plenty of storage in the room. Desk. Fridge. TV and DVD player- but no instructions that I could find for the DVD. On the critical side: there was a dirty mug and the coffee hadn't beenn replenished. The bed was comfy. At breakfast I was the only persion to start with. A member of staff came to take drinks and toast order. Full English breakdfast from a Buffet All in all very good value for money and I would certainly stay here again if the price was right

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
Thank you Graeme , I am glad that you enjoyed your stay with us. We look forward to your return.

"Lovely stay"


Myself and my husband stayed for 1 night on Saturday 15th December. We had a fabulous stay, the staff made us feel so welcome especially the bar manager, he was magnificent. The General Manager allowed us to join in with a Christmas party night that was on that evening which was lovely of her. The heating in the room wasn't working but we asked for a portable heater which was delivered straight away. We had a fabulous stay and will definitely be returning. Thank you to you all for making us feel so welcome, we look forward to seeing you again soon.


User 11/12/2018

Arrived at the hotel for a 4 night stay in a suite. Was charged on checking in the amount for the 4 nights, £320. Noted on arrival there was a notice on the lift that it was out of service and an engineer had been informed. It wasn't fixed during our 4 night stay. Went to our suite, which consisted of a bedroom, bathroom and lounge area. The room was exceedingly cold. Put the heating control for the rooms to 29 degrees and unpacked. After 30 minutes there was no sign of the heating working. Reported this to Reception. They didn't or couldn't resolve the heating so was offered a standard room. This was also cold on entering as we moved our clothes into it. Again set heating to 29degrees and left to go to family in the area. On returning 5 hrs later there was still no heating in the room. Reported this but Duty Staff could not find any heaters. After contacting our family I went and collected a heater from them. Eventually the room became habitable. Next day Duty Manager informed me the heating needed re-gassing and it would be 2-3weeks before it could be done. They found a further heater for our room I was also told that I would get a refund for the difference between the suite and a standard room but this would have to be paid by Head Office. To date Bright Hospitality Operations Ltd., Owners of the hotel have refused any refund and only offered a voucher for a weekend in a suite. Ensure all is correct before handing over payment

GlobeTrotting825763, Owner at Best Western Plus Cheltenham Regency, responded to this review
Dear Glenn M Thank you for taking the time to review the BW+ Cheltenham Regency. We have been in extensive contact with each other prior to this review, and a fair and just offer of compensation has been made. It is unfortunate that you have chosen not to accept it. However, the offer still stands, and if you contact the Hotel, the Manager will look after you personally.

"Accessible For The Disabled. Beautiful Rooms"

Spideywebz, Chelmsford, England, United Kingdom 08/12/2018

I'm actually still here at the Regency as I type this. My mother married my stepfather here, years ago when it was still the White House Hotel - and she wasn't wrong about how good this place is! We couldn't get the room with disabled access because we booked too late, but we're on the ground floor, and the bath is low enough to swing me over into it. There is also an overhead shower that I can get my husband to wash my hair with. Very polite and helpful receptionist and concierge. I am actually amazed as to how accommodating, helpful and kind that they are to a person in a wheelchair - I don't experience such kindness from hotel staff, usually. We came back from visiting my family last night, and as soon as he saw me in my chair the concierge was ready to press the lift button for us if we were on an upper floor. The rooms are all en-suite, and they are large and beautifully appointed. The superking bed is actually dangerously comfortable. My wheelchair can fit in here (unlike some places I've stayed at) and the layout of the room means that I can get to the bathroom easily on my crutch. We've not used the bar or the restaurant, so I'm only reviewing the room and staff, who have been nothing but kind to a wheelchair user. You have no idea how much I appreciate your understanding and hospitality, and it is very much appreciated and will not be forgotten!

"Deluxe? Definitely not!"

sallybG1453SL, Dorset, United Kingdom 01/12/2018

We booked connecting rooms; the double was a lovely size, well furnished, comfortable but chilly as there was just a small convector heater which wasn't turned on but did warm the room up after an hour or so. The bathroom is very basic not even the usual toiletries you would expect in a deluxe room. The tub chair in the twin room was blocking the connecting door. As the room is small (, again well furnished and comfortable) there was nowhere else to put it so it had to be moved into the double room. There was toiletries in the small shower room but there ends 'deluxe'. The main vent for the kitchen is fixed to the outside wall between the two windows of the twin room, the constant noise could be heard over the TV in the adjoining double room. At no time were we told the vent was there let alone on continually. In the double room the air con machine was on and off all night even though it was turned off. The lights in the twin room turned off of their own accord. All in all its the worst hotel I've stayed in, even reception tried to mislead us saying the vent turns off by 9.30. Booking for tomorrow is cancelled, we're going home to get some sleep.

"Nice hotel let down by noise issues"

TravelWithBaz, Cheltenham, United Kingdom 24/11/2018

Stayed at the hotel for two nights. Good value for money and nice room with a range of good facilities. Except for a leaky iron and Luke-warm shower. The only thing to majorly let it down would be noise issues. We had a room on the ground floor and the noise in the evenings was awful. It started with the slamming doors, which is a bit more expected. But it was the parties that were going on in the lounges during our stay. We called security to ask if they could ask the room next door to keep the noise down only to be told that it was a party that would be going on untill 12:30, this was at 10:30. So meant 2 hours of missed sleep because we then realised the smoking area for the lounges is directly opposite the ground floor rooms. Would of been a good trip if it wasn't for this issue, which is a shame. If we were able to move to a room that wasn't opposite the party that would have been better. But no resolution was offered. Therefore I wouldn't use this hotel if I needed to be awake early in the morning again.

Tracie B, Manager at Best Western Plus Cheltenham Regency, responded to this review
My apologies that your stay coincided with a function within the hotel. Please do not let this incident put you off returning to visit us. If you do come back when you book with us direct just check with reception if we have an event on and we will put yopu the other side of the hotel. I believe we was at full occupancy and this is why no alternative room was offered to you.

"Fantastic room"

Getaway729026, Farnham, United Kingdom 10/11/2018

Got this on a last minute deal. A real find. Room fantastic and our meal in the restaurant lovely. Very close to Cheltenham and Gloucester. If travelling around the Cotswolds then thus hotel would be a great base from which to travel

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
Many thanks for your Kind review of our hotel. We take pride in providing great customer service at all times and we look forward to your return if you pass this way again.

"Very comfortable stay"

sheila w, cardiff 31/10/2018

Stayed for one night on 30/10/18 , had an excellent rate for room only with breakfast optional extra charge . We had the Montpellier Junior Suite , a very well appointed large room with a sofa, table and chairs and small fridge . The bed was huge and extremely comfortable . Plenty of parking to front and rear of hotel . We had a lovely meal in the bar , food was served quickly , was delicious and reasonably priced . The staff are very attentive and helpful . The only reason I did not award full marks was unfortunately the bar was out of ice on the night of our stay , due I believe to a missed delivery that day ... just one of those things. Breakfast was £10 each and was lovely , a choice of hot buffet items , juices, cereals , fruit etc . The hotel is in a lovely quiet location , we did find we nearly drove past it as the Best Western sign is very dim ..... could be helpful if the sign was more brightly illuminated. We will definitely stay in this hotel again if we are staying in the area.

GlobeTrotting825763, Owner at Best Western Plus Cheltenham Regency, responded to this review
Dear Sheila Thank you for your kind comments. We always try to exceed customer expectations whenever possible, and I am pleased that we have succeeded on this occasion. We look forward to welcoming you back on a future occasion.

"No hot water"

User 23/10/2018

Woke up to no hot water in the morning and only given one towel for 2 people. They Didn't really seem to care and didn't answer phone at reception . Room was nice but is annoying when you just want a hot shower when travelling.

GlobeTrotting825763, Owner at Best Western Plus Cheltenham Regency, responded to this review
Dear Discover537929 I am sorry that, on this occasion, we were unable to satisfy your needs regarding the hot water. Unfortunately it was due to circumstances beyond our control as a result of a water pump breakdown. I hope you will return in the future when we have fitted a new pump! Once again, please accept my sincere apologies.

"Decent hotel let down by restaurant"

_jamesrjolley, Blackpool, United Kingdom 22/10/2018

Two nights ago at this Best Western hotel we were offered a leek and potato soup which is normally an incredibly easy soup to cook as a tasty thick substantial dish,this was a watery thin disappointment; the kitchen had run out of the two other veg options , olives or marinated olives can you believe on a Friday evening at 7pm. The only veggie option on the main course menu was a veg curry, which was nicely presented but was the least authentic curry I have ever tasted, the uninspired vegetables, mainly carrots and celery, were tasteless, the curry “sauce” was watery yet hot with no recognisable spices . The reaction from the waitress when we said the dish was boring fell on deaf ears ,with no reaction whatsoever, poor customer service training , not her fault. At this stage , the prospect of pudding and coffee was not at all appealing, so we left. I recall reading about the poor standard of English cuisine in the 50s and 60s, this seems to be continuing in 2018 as far as vegetarian food is concerned,I am feel even less optimistic for our vegan friends.How on earth will the recent campaign for a “flexetarian” diet catch on when this is the best mainstream chefs can offer as an occasional alternative to meat?

GlobeTrotting825763, Owner at Best Western Plus Cheltenham Regency, responded to this review
Dear James I am sorry that you feel let down by the lack of service in the restaurant. There is no excuse for lack of training leading to poor service. Please accept my apologies and my assurance that the issues that you highlighted will be addressed as soon as possible.

"Satisfactory stay"

jonkath, birmingham 20/10/2018

Enjoyed our stay , convenient position for Cheltenham and Gloucester. Good bus service outside hotel for both cities Would definitely use the hotel again especially with an offer.Service at mealtimes could be more attentive.Bed very comfortable

GlobeTrotting825763, Owner at Best Western Plus Cheltenham Regency, responded to this review
Dear jonkath Thank you for taking the time to review the Cheltenham Regency. I am pleased that we came up to your expectations, and we look forward to welcoming you back in the near future.

"Oh dear "

fgmag, London, United Kingdom 08/10/2018

What can we say about this hotel.. Unfortunately on arriving on a cold evening there was no hot water.. Dining area had the feel of a Ukrainian restaurant from the 70s. Served was a hamburger and the bun was like a cannonball... I think I would have rather stayed at the travelers site next door... I bet they had hot Water !

"Overnight stay"

Landsker, Wales, Uk 30/09/2018

Not bad at all. We were first given a double room whereas we'd booked a twin but no problem changing. Pleasant room, two comfy bucket chairs and an upright, comfy beds with duvets that actually covered you - some hotels should take note of this!! The only downside is that the shower is fixed to the wall and pretty high up which means you get your hair washed whether you want or not and rinsing is problematic. I'd stay for one night but no longer as I don't like these sorts of showers and they are all the same, pity. Breakfast was goodish, the bacon, black pudding, toast and eggs excellent, the hash browns and fried bed soggy. Bit sickening was one "gentleman" who managed to sneeze all over the open mushrooms - not the hotel's fault but rather off-putting. I'd be happy to overnight again but wouldn't stay for longer which is a shame as in all respects other than the shower it's a good place.

"Great find"

Mindy230, West Yorkshire, United Kingdom 29/09/2018

I booked online at the last minute for an overnight stop coming home from Cornwall. What a great surprise. Quick and friendly check in, lovely room way above what we were expecting. We popped down for a drink in the bar and the ladies went out of her way to see that we got some food even though the chef had gone home, anywhere else what just have said the kitchen was closed. The staff were all pleasant and friendly, the room well equipped and the beds gave us a really good nights sleep to finish our journey next day. We would definitely look this one out next time as it's just off the M5. The lady at checkout didn't ask if everything had been ok but we would have said it was.

"Excellent value overnighter"

Lynda R, Coulsdon, Surrey 18/09/2018

This was an overnight stay for us whilst in the area. The hotel is not at all attractive from the outside and neither is the reception area. But the staff were friendly and helpful and we had a lovely suite. It was huge, clean and had everything we needed, including an all important magnifying mirror! The duvet and pillows were not the best quality and the décor is a bit dull - the brown carpet doesn't help! Excellent breakfast the next morning, speedy checkout and we were on our way. I've given it four stars more for the service than the décor.

Tracie B, Manager at Best Western Plus Cheltenham Regency, responded to this review
Many thanks for your kind review. We pride ourselves on our excellent customer service. My apologies that you feel that we need a bit of an overhaul with the décor, I will speak to the owner and ask for an update xx

"Great overnight stay"

richardandavril, Ryde, United Kingdom 08/09/2018

Staff were really helpful and welcoming. The room was clean and a very comfortable bed. Friendly bar/lounge area. The friendliness of the staff made it stand out. Pleanty of parking. Dinner was excellent.

"Brilliant place for a school reunion"

respectandbehappy, Gloucestershire 08/09/2018

Many, many thanks to Ross and all of the staff for looking after us so well yesterday. Fifteen of us met up there for a school reunion. The staff were wonderful as was the food. It would have cost £100 to book a separate room so we chose to meet up in the bar/dining area instead and it worked very well. Other than having to book and pre-order lunch (which we paid for on the day) there wasn't much organising needed - much easier for me than other reunions that I've organised.

"With the large chimney outside the room, there's a great option to create ' The Titanic Suite.'"

CustomerServiceNinja, Milton Keynes, United Kingdom 26/08/2018

It did not start well, gentle reader. First room was a twin - we'd booked a double. We moved to 203. No hot water but worse still, in the night there was constant noise from some kind of fan/air conditioning unit. Rang reception at 1.30-1.45am - no reply. Used my mobile to ring the main number. No pick-up. I decided to email a complaint. My partner decided to visit reception at 2am, I agreed but suggested he put on some clothes first. The Night Manager immediately moved us to 202. My partner opened a window and the noise was worse. So we moved to room 219 (that would be our fourth room option.) In the morning, the receptionist was in receipt of my angst-filled email but said we best talk with the General Manager. (I was after a one-night room refund & perhaps two comp breakfasts.) The General Manager - was obviously a fan of room 442, as she was immediately on the defensive, she said that only an Area Manager had the authority to discuss a refund and as we'd moved rooms (at 2am) that the issue, had in her opinion - been 'resolved.' (!!!) I said that it sounded like the room was in close proximity to some kind of air conditioning unit - she replied 'that is not the case.' (Please see pic... + I also found out later, that fans to cool the kitchen run all night.) She did however, offer two free breakfasts, on the understanding that our complaint would then as a result, not be pursued further. Absolute shocker. A whelk has more customer service skills. My partner is a love but he can't resist a free sausage, so he jumped at the opportunity for a comp breakfast. I did not and kindly asked that my complaint be passed to the Area Manager. We only had a three night break & I heard nothing further. I very much doubt that my complaint has been passed on. When my partner checked us out, he was offered another free breakfast - they knew what they were dealing with but he did not accept (little did they know he'd been dreaming of the delights of a sausage & egg McMuffin since last night.) I have never witnessed such a total disregard for basic customer service, a vast degree of ineptitude and flagrant lack of empathy. It was actually my first overnight break in 6yrs, as I'm a carer for mum who suffers from dementia & is immobile. Good luck if you book - not so much Best Western Plus more like Least Western Minus. I have sent in an official complaint to BW and suggested that the General Manager goes on a Customer Services course. I guess that this should have included a complimentary two night break, preferably staying in room 202 until 1.30am and then transferring to room 203.

"Welcoming and considerate staff, lovely, spacious room"

User 21/08/2018

Stayed for one night due to my husband going into hospital early the next day. I asked for an accessible room and was given room 101 which is on the ground floor and very close to the reception, restaurant etc. Lovely spacious room complete with fridge. Only down side, as with many hotels, is that the shower is over a very low bath (not sure why designers think of this as accessible, I can manage if the bath is low enough but obviously many disabled people couldn't) . Room was very clean and bed comfortable. The restaurant and bar were reached by a couple of steps but help was at hand if needed so that was manageable. My only cause for complaint is that due to a medical problem I cannot eat anything with skin on and was quite excited to see that they had chunky chips (many hotels now only do skin on fries) so I ordered an omelette and chips only to find the chips had skins on and in fact were not the nicest anyway even after cutting the skin off. The omelette was lovely but the dessert was the biggest surprise. I ordered a chocolate brownie and I have to say it was the best I have ever had. The brownie came with ice cream and a raspberry and a lemon compote...delicious. I found the staff so friendly and helpful that we are staying there again next week when my husband has to return to the hospital. I would definitely recommend this hotel but also on its location which feels very countrified but is only 10 mins out of Cheltenham

Tracie B, Manager at Best Western Plus Cheltenham Regency, responded to this review
Thank you for your kind review of our hotel. I take pride in the customer service that we provide here and I am glad we lived up to your expectations. We look forward to your return.

"clean modern and friendly"

odettep, Paignton, United Kingdom 20/08/2018

A one night stop over for a school reunion ...very comfortable and spacious room modern bathroom clean and tidy everything you would expect , Very good buffet breakfast with continental and cooked breakfast ! super! If you do not want to drive taxi in to town centre costs between £11-13 pounds , bus stop right outside hotel also . Distance 2/3 miles to Montpeliar which is worth a visit (The television series Butterflies was filmed here with Wendy Craig ! in the 70's) If I'm going to be picky you can hear the motorway traffic noise as it is close to M5 but that's it !


SuesySue, Northampton, United Kingdom 19/08/2018

Lovely hotel, great room, fantastic breakfast. Only saw 3 young girls working during our stay, no duty manager. Ordered 1 sirloin med rare 1 rump med well done They got the steaks the wrong way round, my steak was still moo-ing. My friend could not eat her sirloin - disappointing!! TV in room did not work - stuck in a room with nothing to do - very annoying THERE SHOULD BE A DUTY MANAGER ON SHIFT - 3 YPUNG GIRLS SHOULD NOT BE LEFT IN CHARGE OF THIS HOTEL - VERY SCARY THOUGHT !!! ALL IN ALL A DISAPPOINTING TRIP

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
I'm sorry that you had a bad experience during your stay with us.. We did have a Duty manager on shift on both shifts on the 19th and I am here 6 days a week but I take Sunday off. If you have an issue with a meal that is served to you please in future let a member off my team know and this can be addressed at the time for you. I'm glad that everything else was ok for you as we do pride ourselves on great customer service at all times.

"Very disappointed"

Linda B, London, United Kingdom 15/08/2018

Only stayed one night, arrived to a receptionist who checked us in however we quickly noticed this hotel was In need of attention and redecoration. It could do with some professional staff to deal with some old fashion customer service. We had drinks at the bar and some snacks, which we did not enjoy. On leaving we struggled to find a receptionist!

"Close to the motorway and well appointed"

Paul F, Chesterfield, United Kingdom 15/08/2018

When you pull up to this hotel the facade is not overly architecturally appealing, couldn't put my finger on it but don't be put off. The lovely lady on reception led me through booking in very well and answered my questions easily. The corridors where clean and tidy. My ground floor room was spacious and well appointed with everything you could need other than the free wifi which just isn't good in the room I was in which nearly bumped this review to average as I was staying on business and had to tether my phone which meant hassle and cost........ If you advertise it, make sure it works, if it doesn't get a booster! They don't cost much and in this case would have got you an excellent. Bed lovely and clean, big and comfy had a good nights sleep.

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
Many thanks for your kind review. There was an issue in the whole area with the internet which was out of our control unfortunately. We look forward to your return if you choose to visit us again.

"Faded glamour"

test400, Huddersfield, United Kingdom 08/08/2018

Impressed with the size of the room. Looked classy. Less impressed with the faint smell coming from the ensuite bathroom which never went way. Room had 2 air conditioning units, one of which had a note on the switch saying "Please do not turn on". The other switch had a torn unreadable note on it. Despite this it seemed to work OK. Bed comfy. Our room was over the bar/dining room - avoid if you like quiet. We were tired after our drive there so wanted a rest but couldn't because of bass notes coming up through the floor from the ceiling mounted speakers below. Next morning this started up same time as breakfast started 7:30AM. Quiet enough during the night even though the room faced the road. Plenty of parking when we were there. Friendly, helpful staff. Enjoyed breakfast buffet.

"Not great and pictures are very misleading "

User 30/07/2018

Not great. Pictures were misleading to say the least. On arrival only a half a loo roll in bathroom. Had to request additional one four times over two days, before someone brought one up. The room wasn't spotless as I'd have expected having stayed in numerous Best Westerns in the past. Old chocolate wrappers still in room. Wanted room to be cleaned but wasn't. Ok as a base and that's it. Calling reception will take a good few attempts before your call is answered. Tiny lift.

"ok for a limited stay"

alan h, Oakham, United Kingdom 25/07/2018

We got off to a poor start, booking through "Hotels.Com" their version of the hotels address,(Cheltenham Regency Gloucester road Cheltenham GL51 OSS. be aware the hotel is the Best Western Plus Cheltenham Regency, Straverton, Cheltenham. (phew) another takeover by Best Western,although it looks like it has been re furbished the colours made it look very dark, all dark carpets,curtains ect,our room was very big it had a settee,table and chairs,air con plus the largest bed yet (and we lived in the big bed country USA) as I needed a "step in shower" we were allocated the Montpelier suite, as per usual everything was not as it should be,the problems were mainly in the bathroom, well laid out but a missing nut on one side of the shower door meant a slip a grab for this glass door handle and a disaster could happen???no none slip mat available,no tray to put you shampoo ect in and worst of all the temperature at its lowest setting was too hot,these small problems could be avoided with "good housekeeping", on the plus side a full English and the usual continental was included in our deal.Would we stay again,yes but not a long stay.

"Good place as a base for seeing the area"

dog_guardian, Exeter, United Kingdom 25/07/2018

Lovely spacious room, friendly staff and no need to go looking for a place to eat. All on site. We were only making a flying visit so only had a night here. Really happy with what we paid - as sometimes you pay so much more when only booking a day before. Room was quiet, as not on the front of the building - but don't think it would have been a problem as the road was not that busy at night. Seemed to have a reasonable bus service to Cheltenham if you wanted to leave the car and go in to town that way to avoid a parking problem.

"Looks can be deceiving"

User 24/07/2018

Not much to look at from the outside, but rooms are refurbished and smart. Impressed with the restaurant. Very good value and steak cooked perfectly. Staff very friendly and welcoming. Free parking, WiFi and air con which was appreciated in the current heatwave. Nothing around within walking distance, but great as a stop over or on business. Creating a rear garden would be nice to sit outside on an evening rather than the terrace overlooking the car park and road. Will be staying again.

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
Thank you for your kind review of my beautiful hotel. We pride ourselves in great customer service, and we aim to go above and beyond. We do have a small seated area at the back of the hotel, so when you return you can relax there instead of at the front of the hotel.. Thank you in advance and we look forward to your return.

"Good value for a short stay in Cheltenham"

sarahys, Ramsgate, United Kingdom 20/07/2018

Clean comfy beds and spotless bathroom. Good wifi. Bus stop just outside the hotel with frequent buses to the centre of Cheltenham. Good breakfast. Friendly staff. Good value for money. Plenty of free parking onsite. Air conditioning which was really appreciated.

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
Thank you for your kind review of my lovely hotel. We look forward to seeing you again in the near future


maryg0rd0n, Lydney, United Kingdom 19/07/2018

Room booked for 2 only had facilities in room for 1. Had better in a butlins room! Breakfast was stone cold. Meal was basic and the pudding was not what was advertised. There was a wet towel in the bath when we entered.

"Welcoming and relaxing"

User 16/07/2018

Our check in was very friendly but professional. Room was spacious, clean and well appointed. We ate steak in the restaurant best steak ever and breakfast was second to none! Staff all attentive without imposing and nothing was stop much trouble.

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
Many thanks for your kind review. We hope that you join us again in the near future.

"Ideal Hotel for Touring the Cotswold area and further afield."

137gringo, Leicestershire, United Kingdom 12/07/2018

We had a fantastic stay at this hotel, there for a weekend, we were concerned about air con in room as it was extremely hot weather, however it was sufficient didn't need to worry, room was clean and tidy. We were located on the 2nd floor side room between car park and main road and it was still quite. All the staff were on top form. Stayed for evening meal and breakfast, food on both occasions were excellent. As previous reviewers stated there is a local Bus service either way to Cheltenham or Gloucester right outside the hotel on main road very good and frequent (10mins), we are in the age group having free bus passes so it cost nothing. There is a large car park at rear of hotel which you can't see on site pictures should you require this location for larger groups.

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
Thank you very much for you lovely review of my hotel. We pride ourselves on delivering great customer service and attention to detail. I'm glad that you managed to use the bus service which comes every 10 minutes ( which is great for us) We hope that you return to us in the near future. Many thanks .

"Mixed views, but overall disappointing"

AlbertfromDorset, Dorchester, United Kingdom 10/07/2018

We had a large airy room, well appointed but in a somewhat dated style. The duvets were winter grade - in the midst of the recent heatwave! The shower is over the bath, but surprisingly the base of the bath was dimpled to prevent one slipping - something rarely found in any hotel. There is a quality kettle, mugs, biscuits and tea and coffee materials, but the kettle lives in a drawer in a cupboard which requires you to bend down to reach and operate it - which struck us as awkward if not potentially dangerous. Food is the same in the bar and the dining room areas, which adjoin without a partition, and the fairly short menus were the same each evening. Food was good but service was patchy.

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
im sorry that we didnt live up to youe expectations. We pride ourselves on the service that we provide at the hotel and we acknowledge all reviews and take them seriously. I will look into your comments and we hope to see you again in the near future


User 09/07/2018

We arrived here for a seance evening and the staff were wonderful along with the beautiful hotel too. I would definitely visit here again and I'm hoping to get married here as the setting is stunning along with five star hospitality too.

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
thank you! we are glad that we lived up to expectations! Please do let me know when you are looking to get married and i can certainly help you with that.

"Excellent service"

User 09/07/2018

We arrived to find the air conditioning in our room was not working and as we were in the middle of a heatwave we could not stay in that room. The Deputy Manager, Ross Elvin, went out of his way to solve the problem. He was unable to get it working so he gave us an upgrade to a very nice room where the air conditioner was working. All the staff in the hotel were excellent and very helpful. We will certainly return next time we are in the area.

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
Thank you very much for your kind review. I apologise that we had an issue with the air-conditioning but I can assure you that this is now being sorted and will be fully operational on your return. Thank you in advance

"A superb weekend birthday treat."

SATSJT, Bognor Regis, United Kingdom 09/07/2018

The hotel is well maintained the room we stayed in was well furnished, well decorated and spotless. The air con was great as we entered the room after a 3 hour road trip. As other reviews the staff are extremely pleasant, helpful and seem keen to help you enjoy your stay. The hotel is out of the city centre, has lots of parking and a bus stop just across the road to both Cheltenham and Gloucester. The restaurant food menu is varied, well presented and is served in satisfying portions with the chef keeping a close watch on the selection of hot and cold food on the breakfast buffet. A hotel that allows you to relax and enjoy your stay with no worries.

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
we are glad that you enjoyed your stay with us and we look forward to seeing you again in the near future.


caitsorrell, Cheltenham, United Kingdom 03/07/2018

I came in here with my fieonce, we only came to stay a night for our anniversary. The receptionist was so lovely when we first arrived, i believe her name was jess, she helped us a lot and made us feel really welcomed.

Tracie B, Manager at Best Western Plus Cheltenham Regency, responded to this review
Many thanks for your kind review and I am pleased that we were able to make you feel welcome,.

"Excellent breakfast buffet and a good night`s sleep"

DerekRI, Leighton Buzzard, United Kingdom 23/06/2018

Always extremely pleased with the Regency. Although it is on the outskirts of Cheltenham, some 3 miles from the centre and really only suitable for travellers with cars, it is well worth staying here. Very good rooms that are well above the standard you would expect from a 3 star grade. Extremely comfortable king-size bed. Air conditioning. Refrigerator. Top quality breakfast buffet. Personable staff who know how to make you feel welcome. Great all round. Look for the highly affordable rates available to Best Western Rewards Members. We have stayed a number of times for leisure breaks and on this occasion combined our stay with an evening at the amazing Playhouse Theatre. We like the atmosphere of Cheltenham and the Regency never disappoints.

Tracie B, Manager at Best Western Plus Cheltenham Regency, responded to this review
Thank you Derek for your lovely review of my Hotel! I am pleased that we lived up to your expectations and we hope to see you again in the near future. Once again from myself and my team , Thank you !

"Afternoon tea with prosecco"

User 19/06/2018

I recently bought a groupon for afternoon tea as a birthday gift. We booked for today, and upon arrival we were led into the bar by a member of staff who told us to sit down and she'd be back... she did not return. The only person behind the bar said he'd get us a drink in a minute and explain what had happened. We were then told there had been a confusion with our booking and someone else had taken our place so they were having to set everything up again. The person who had led us in was nowhere to be seen and the poor chap who was serving us told us he was new and hadn't done this before so could we bear with him... where was everyone?! I mean understand skeleton staff when the place is empty but surely someone senior should have been overseeing. We were then offered coffee or tea, I explained it was a prosecco groupon which I had paid extra for. Our voucher was taken and we didn't see it or the waiter again for the remainder of time we spent there. All in all service was shocking, afternoon tea was disappointing and prosecco non existent. Certainly not worth spending £26.95 on and I will be seeking a refund.

Tracie B, Manager at Best Western Plus Cheltenham Regency, responded to this review
I am sorry that you had a bad experience with your afternoon tea booking. This is not normal practice here at the Regency! We have bookings in the book and they are passed on to the relevant departments so that they are aware of bookings coming in that day. I understand that your booking hadn't been put in the book so for this I apologise. We only ever have 1 member of bar staff on in the afternoon until 5pm when the evening crew arrive as it then gets busier with guests arriving etc. I would like to offer you a free afternoon tea on a day of your choice. Please ask to speak to Tracie when you call and I will arrange this personally for you. Thank you in advance.

"Excellent on every level - totally recommended!"

Donna G, Llantwit Major, United Kingdom 13/06/2018

I've stayed here for 3 weeks on and off with work and I just cannot fault this place! The rooms are a great size with an enormous bed and tea and coffee making facilities, and there is also free WIFI. The bathroom always had hot water, and towels and toiletries were provided. The food was excellent and really good size portions. All the staff were amazing...always helpful and polite, and made you feel welcome at every opportunity. A special mention must go to Karen, who for my 3 weeks, made me feel like family! Such a lovely lady who I cannot thank and praise enough!

Tracie B, Manager at Best Western Plus Cheltenham Regency, responded to this review
Thank you Donna for your kind review of our hotel and the staff. We pride ourselves on the service that we provide here at the Regency and we always go above and beyond to make everything pleasant for your stay with us. I will pass on your kind words to Karen. I am lucky to have her as part of my team.

"Well presented and clean bar lounge and meeting room"

Flipfit, Evesham, United Kingdom 12/06/2018

Visited the Cheltenham Regency for an evening business meeting. The hotel was easy to find and looked fresh and well maintained from the outside. The bar staff were friendly and everything was presented well. Tables had been wiped down in the lounge and the toilets were spotlessly clean. The meeting room was clean and well laid out. The presentation worked well. On returning to the lounge following the meeting, tables had been cleared and wiped down and chairs set back in position. Unfortunately we left after dark and the hotel floodlights had not come on so we had to be careful crossing the car park, but otherwise all was good.

Tracie B, Manager at Best Western Plus Cheltenham Regency, responded to this review
Thank you for your kind review of our beautiful Hotel. We hope to see you again in the near future.. We pride ourselves on the service that we provide but do take on board any negatives that we receive. I will look into the lighting within the parking area. Thank you in advance.

"Great Hotel Would Recommend"

skullivan, Greater Manchester, United Kingdom 03/06/2018

We stopped here for one night as break in between a long journey. I purchased the room five days in advance via Expedia for £49, room only no breakfast and made the booking based on price and the fact it was a chain hotel. We arrive at 11:45pm at night and there was a receptionist still at the desk who welcomed us in and checked us in very swiftly. The room booked was a Superior Room, 1 King Bed, Non Smoking, but as I only paid a small amount I wasn't sure what it would be like. The room it's self was stunning, very modern and the bed seemed twice as large as a king. The bathroom was clean, with plenty of towels and toiletries included. The room included plenty of storage for clothes, tea and coffee making facilities as well as a couple of armchairs. The hotel has a car park, which has lots of space and is free. Sleep wise we had no issues (apart from some guests who had a very bad row, however that's not the hotels fault!) Originally we were going to pick up some breakfast on the way, however we decided on the morning to eat at the hotel. At £10 per person it is quite steep, the food was nice and a breakfast buffet, however it wasn't worth the money in my opinion and I do wish we hadn't of spent it. Not long after we checked out and were on our way, i'd definitely book to stay here again.

Tracie B, Manager at Best Western Plus Cheltenham Regency, responded to this review
Thank you for your kind review of our Hotel. We look forward to your return.

"Very nice hotel in great location but key and staffing issues need sorting out"

Johnjo42, Northampton, United Kingdom 26/05/2018

This is a very comfortable hotel. Bedroom was well equipped (with one exception) and even has a DVD player not that I had any DVDs. Very comfortable bed and nice breakfast. The location is excellent being between Cheltenham and Gloucester on a direct bus route. The exception is that they have recently installed a new key card system which keeps breaking down. My key had to be reprogrammed several times as did those of other guests. This was a real problem as when I got back to the hotel shortly after 10, my didn't work (again) but the receptionist wasn't anywhere to be seen. There was a sign saying that if no-one is at reception we should go into the bar but there was no one there either as the bar staff had presumably gone home. I could have taken anything I wanted from the bar but I didn't! I shouted out and even went down to the kitchen and shouted there but it was deserted. A lady also couldn't get into her room because her key didn't work and she was getting distressed. I tried phoning the hotel but there was no answer. The only way I could have got attention would have been to sound the fire alarm but this would have been unfair to other guests so, of course, I didn't. He eventually turned up and it transpired that he was the only member of staff on duty and had been on his rounds. When I complained to the Deputy Manager, the next morning, he was very apologetic and said that the night receptionist is supposed to carry a mobile phone but he hadn't taken it with him but this would have been no use anyway without a buzzer or bell system to contact him. I feel that knowing of the key card problems they should ensure that someone is on duty. It was only 10.15 or so. But this certainly didn't spoil the break and I would return.

"Regularly visit this hotel and it never disappoints"

hillfarm101, Woodbridge, United Kingdom 19/05/2018

We've now stayed at this hotel several times. The rooms are spacious and while they may not be cutting edge latest style, they are smart and solid AND really well appointed with attention to small detail such as coat hooks, clock, shelves, plenty of lighting, luggage rack, lots of electrical sockets, fluffy towels and many other additions. The beds are very comfortable and high standard of cleanliness plus excellent breakfast. Super friendly staff and value for money add to the experience. Perfect.

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
Thank you very much for your kind review. We value every customer and its really great to get lovely feedback! We look forward to your return x

"Lovely relaxed break"

michaela s, Leicester, United Kingdom 07/05/2018

I have just spent 2 nights here to have a girly catch up with my best friend. It was a lovely room, with comfy beds. Had a meal on night one, which was delicious. Great breakfast, and excellent service from the friendly staff. Special mention for Ross, who was so obliging and made our stay even better. In a good position for Gloucester and Cheltenham. I am returning in 2 weeks, and am looking forward to my next stay

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
Thank you for your kind review of our hotel. Ross is a star who I would not be without. He is a credit to me and the hotel. We are glad that you enjoyed your time with us and we look forward to your return.

"Home from home :)"

DaveyWellington, Chesham, United Kingdom 07/05/2018

I stayed at the Bestwestern for 2 weeks on business and I must say I was highly impressed with the room/staff and hotel general. Also in cannot fault the food what so ever! All the staff went above and beyond to cater for my needs, especially Karen. I shall be returning in few weeks time in which I am looking forward too. Your sincerely Davey

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
Many thanks for for your great review on my beautiful hotel. I take pride in everything that happens here, and I will pass on your kind words to the staff. We look forward to your return.

"Friendly decent hotel"

Firebirdapache, Rochdale, United Kingdom 07/05/2018

We booked two rooms for two nights as we were attending the PDSA Petlife Festival, held at Cheltenham Racecourse. From check in to check out the staff were really friendly and helpful. The rooms are a good size and well appointed. Bathroom was very clean which is always a good sign. The breakfast was excellent, the self serve full English was very tasty and not at all greasy. Although we were nearly five miles from the racecourse taxis are quick and easy to use. We would stay here again for sure! They also have a public charging point for electric vehicles that is type 2 and free to use.

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
we are thank full for your kind review. I am glad that every part of your stay was catered for and you was looked after properly. We take pride in our hotel and the service that we offer. We look forward to your return if you are back this way soon.

"Lovely hotel"

Diane149, London, England 29/04/2018

We had a bad experience at a seaside chalet and booked this hotel last minute. I was pleasantly surprised by the comfort offered. The check in was smooth and the receptionist friendly and helpful. The room was lovely, especially the queen size bed, which was so comfortable. As an added bonus the room had a small fridge and a DVD player. We liked our stay so much we extended our visit for another night. The breakfast was £10 per person but was good value for money and very tasty. Highly recommended.

Tracie B, Manager at Best Western Plus Cheltenham Regency, responded to this review
Many thanks for your lovely review of our hotel. I'm glad that you enjoyed your stay with us and we look forward to your return if you ever pass this way again.

"Lovely breakfast "

blueskymexicodreamer, Solihull, United Kingdom 26/04/2018

Very comfortable hotel at a reasonable price, including a fantastic breakfast. Great service from reception who took balloons and birthday decorations from me in the morning to arrange in my sisters room for after the races, looked great when we returned so thanks very much. Bar was also open when we returned (about 1am) which was fantastic Room basic but fine and clean, hotel overall very quiet. Great stay!

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
Thank you very much for your kind review of our hotel. We look forward to seeing you if you return xx

"Surprisingly Comfortable"

YoungOne2017, Dublin, Ireland 15/04/2018

Very comfortable quiet room at rear with all facilities, large double bed & nice linen. It was very clean. Good Tv. Very helpful & friendly staff young man at reception. Plenty of parking. Hotel is convenient to airport but not affected by aircraft noise.

Tracie B, General Manager at Best Western Plus Cheltenham Regency, responded to this review
Many thanks for your lovely review. Ross is my Diamond in the rough and I wouldn't be without him! We hope to see you again soon.

"Excellent staff, one of the better Best Westerns I have stayed in. "

Pugsons, Nottinghamshire, United Kingdom 02/04/2018

The hotel was visually ok, a little dated decor but clean & well maintained. We booked a suite which was a good size & quite modern. Our heating & hot water wasn't working so Ross, he was on reception, attempted to sort it. It didn't fix but he gave us the opposite room key to shower & put heaters in our room. He offered complimentary drinks & was very helpful. In the morning we were also offered complimentary breakfast. It looked good but I didn't have anything to eat. They also reduced the room rate to reflect the issues. Now usually I'd demand to be moved etc however due to how well this was dealt with by Ross I was happy to stay in the room. Good customer service makes a huge difference. Other hotels could learn a lot. I would certainly stay again in the future. Thank you to Ross for his exceptional service, nothing was too much trouble.

Tracie B, Manager at Best Western Plus Cheltenham Regency, responded to this review
I am Glad that Ross resolved your issues for you. I would be at a loss without him. He is a credit to myself and the hotel. I will pass youir kind comments on to him. We look forward to seeing you again in the future.

"Warm and comfortable."

bbbsteve, Northamptonshire, United Kingdom 20/03/2018

I stayed here for one night while working locally. After working in the freezing cold all day, it was so nice to enter the warm reception and have laugh and chat with helpful receptionist. My room was also warm and the large bed very comfortable. The water in the shower could have been a bit hotter but still warmed me up. I was late checking in so it may have all been used up. I ate in the bar, which was quite busy but my food (which was very nice) arrived in no time. Breakfast was also very good. The staff were all friendly, happy and helpful. I would stay here again.

Tracie B, Manager at Best Western Plus Cheltenham Regency, responded to this review
Many thanks for your kind review. Here at the regency we try our very best to make your stay as comfortable as possible. We look forward to your return x

"over stretched"

User 20/03/2018

This is 3rd time myself, colleagues and clients have stayed at this hotel during the Cheltenham festival. They clearly have a captive audience during this particular week explaining the very high cost of the rooms which would not ordinarily reflect the facilities on offer. The hotel struggled to cope with the numbers staying and whilst most of the staff , breakfast room, bar and cleaning were pleasant and helpful the same cannot be said for reception. On our second day the hotel suffered an inexplicable hot water shortage and the response from reception when this was pointed out was patronising and borderline rude. An alternative room was eventually found by the manager who did at least offer a smile. All in all a reasonable hotel but a customer service course for reception would not go amiss.

Tracie B, Manager at Best Western Plus Cheltenham Regency, responded to this review
We are glad that you stayed here during the fantastic Cheltenham festival. It is always a very busy and fun experience here at the regency during race week. I am sorry that you experienced a cold response from my reception team but i am equally glad that i resolved some of your doubt by moving your room for you. I look forward to your return.

"Amazing staff"

User 10/03/2018

The staff here are fantastic, really friendly and helpful. We ate at the restaurant. The food was lovely, probably the nicest steak I have ever had. The room was very clean facilities better than other hotels I have stayed in. Bed was huge and extremely comfortable. Will definitely stay again.

Tracie B, Manager at Best Western Plus Cheltenham Regency, responded to this review
Thank you for your lovely review. We aim to give the best experience for your stay with us, and we look forward to looking after you again if you choose to return. From myself and mt staff we thank you. x

"A restorative Best Western experience"

jimN263EL, Hampshire, United Kingdom 09/03/2018

I have recently had a couple of disappointing stays at hotels in the Best Western franchise, so I was pleased that this one put my opinion back on track. First impressions, before I walked into the building, were not great. The building does not have much character and it's fairly close to a busy road. The fence on the property next door has fallen down; it's not part of the hotel and it's up for sale so that's out of their control but just a bit unfortunate. I arrived late and a pleasant chap was running bar and reception and he gave me my key and sorted out a nightcap in the bar. The hotel was completely empty but it was 11.30 at night. The public areas are clean and tidy. My room (113) was nicely decorated and very clean. I noticed that the steel rail in the bathroom was spotless and had a quick look around to see if I could find a smear anywhere. Not one, so full marks to housekeeping. The water was very hot and the towels pretty much new. The heated mirror worked well, always a bonus. The soaps were all full and decent quality. The fan was a little noisy but turned off when I turned the light off so no disturbance. The bed was comfortable but it was two singles put together to make a double and so there was a hard join up the middle. I was travelling alone so this wasn't a problem and I booked a couple of days before travel. If you go as a couple they will probably not give you this sort of bed but it's worth checking. It was comfortable enough as a single. The bedroom was large and well equipped. Everything I used worked. The DVD player was a bonus and the coffee station had good quality biscuits, which some chains are ditching now. The road could barely be heard. Breakfast was £10 and was a good selection available as a buffet. I had enough to keep me going until dinner. The lady looking after the restaurant was pleasant and efficient without being intrusive, just the right approach at breakfast. She also cleaned another table and reset it pretty much as soon as another guest left, which made the room feel nice. When I finished my breakfast and picked up the newspaper she took away my plate for me. That is simply good service. I booked via hotels.com and paid just under £50 and then paid for breakfast on top. I really can't fault the value for money. I would not hesitate to return to this very good and well managed property.

Tracie B, Manager at Best Western Plus Cheltenham Regency, responded to this review
Many thanks for your fabulous review! We do our best here at the regency and i am glad that my staff looked after you well. You are only as good as your team so here at the regency i am over the moon! We look forward to your return xxx


User 05/03/2018

Excellent wedding venue. Had an absolutely wonder day . Very smoothly run by all the superb staff. Food excellent. Only disappointment was that we were unable to stay due to lack of disabled hoists. Highly recommended

Tracie B, Manager at Best Western Plus Cheltenham Regency, responded to this review
Hi Jacqui. Im glad that you had a great day at Alice and Roberts wedding. It was a fab day even with the snow. I enjoyed looking after everyone on the day! x

"Fabulous stay"

bobby18, oxon 01/03/2018

My husband and I had never stayed here before and it was perfect! We had a very warm welcome on reception to start with and the same again at dinner and breakfast. The food was amazing - delicious, plentiful and so so tasty! The room was very clean and super dooper comfy bed - everything for a perfect stay The only slight niggle was the annoying music playing at dinner and breakfast. We will definitely come back and thankyou to everyone.

Tracie B, Manager at Best Western Plus Cheltenham Regency, responded to this review
Thank you for the lovely review! I am glad that we lived up to your expectations, and we look forward to looking after you again on your return x


cwpan, Cheltenham, United Kingdom 28/02/2018

Having not eaten at this establishment for numerous years it was time to try their Sunday lunch once more, The food was excellent as was the service at average cost. The reason I did not give a 5* was due to the dining room being a bit outdated. Although clean, the wallpaper was hanging of the wall and water stain on the ceiling.

Tracie B, Manager at Best Western Plus Cheltenham Regency, responded to this review
I am Glad that you took the time to come and visit us again and try our superb sunday lunch from our award winning chef. We are looking into refurbishing the dining room. Please do pop back and visit us again soon.


User 25/02/2018

I would say it was value for money but silly things let it down like, no remote for the tv, a layer of thick dust over the small table with the drinking glasses on. The room was a good size and clean ( apart from the dust) the food in the restaurant was ok for the price but not great and the breakfast was poor. But on a more positive note the staff were very pleasant.

Stephen C, Manager at Cheltenham Regency Hotel, responded to this review
Thank you for your review Robert. I will address the issues that you noted. Im glad that my staff were attentive and pleasant. We look forward to your return.

"Ok but feels tired"

Jan R, Yateley, United Kingdom 18/02/2018

Spacious,clean and quiet rooms and comfortable beds.Very convienant for city centre. Certainly very good value for miney. Only sownside is that it feels a bit tired. Could do with a drop of tlc. But otherwise fine.

Tracie B, Manager at Cheltenham Regency Hotel, responded to this review
Thank you Jan for your review. We have recently been upgraded to best western plus. We very much look forward to your return and hopefully we can make your stay a better one.



I have just arrived home after a wonderful weekend at this Hotel. This was a halfway house meeting with family and I was pleasantly surprised at the quality of the rooms and the food. The rooms are spacious with huge 6' beds, armchairs, flat screen TV's, safe & tea and coffee facilities and spacious fully equipped bathrooms with an excellent shower. Toiletries provided, fluffy clean white towels & a heated towel rail that was on! All in all very warm and comfortable. The Staff were extremely attentive and couldn't have done more to make our stay more pleasant. There were 6 of us and they set a table for 6 up just for our family. The food was top class presented beautifully and freshly cooked and not overpriced. The breakfast was just as good and as we remained at the table both in the evening & morning for sometime chatting the staff were accomodating making sure we have plenty of tea and coffee and were not at all phased at us perhaps overstaying but as my father is 92 this year it was easier to sit and chat with him at the table rather than move into the bar. All in all the staff could not have been better. Thank you so much for making our short break enjoyable and we will certainly return as soon as we can arrange another catch up and maybe bring more family with us next time.

Tracie B, Manager at Cheltenham Regency Hotel, responded to this review
Many thanks We are glad that you enjoyed your stay with us We are now a best western plus hotel so please do come back to enjoy the benefits and we will be happy to sign you up as a best western member so you can receive excellent benefits.

Estas opiniones son las opiniones subjetivas de viajeros individuales y no de TripAdvisor LLC ni de ninguno de sus socios comerciales.