Best Western Brook Hotel, Felixstowe

If you lock in a good price, they will claim the hotel is "overbooked" two months out and refund your "non-refundable reservation". And yet, when I looked at the hotel for the same days they have plenty of availability for a much higher rate. This is a terrible business practice.

Welcoming helpful friendly staff. Newly refurbished rooms, comfy beds, perfectly cooked breakfast, located minutes from seafront, town, lots of parking

Dreadful management and unhelpful staff. We had to cancel our booking at short notice as daughter was taken very ill. Hotel refused refund saying it was one of their busiest days so would not reimburse us although they had 14 rooms still available. This has added to the stress of our daughter. Shocking customer service

The hotel is changing into Marco Pierre White hotel soon and it’s obvious the staff have lost care for the place. Health hazards including blood on the tap, a dirty toilet, and hairs on the sink and bath. Mould growing in the rooms. Cobwebs everywhere. I have complained to Best Western and the only offer I received was 20% off a future stay. I paid a £60 cleaning fee for two dogs for two nights!

A very disappointing stay at the Brook Hotel after staying there previously, We checked in and went to our freezing cold room, realized the radiator was leaking all on the carpet and reported this straight away, but this could not be fixed, so moved to our second room which was very run down and dirty, curtains broken and ripped and mould on the windows, carpet very stained , half the light bulbs not working, walls in a terrible state, and windows broken and nails holding the windows shut, broken unsafe table, We had no hot water all weekend its a total disgrace that you pay good money for a clean , warm , well serviced room and this should be what you get, but no not with this Hotel ! it’s too much for them to provide!! We will never stay here again with the bad management who are running this Hotel , they are providing sub standard Hotel accommodation , so do not waste your money, as we asked for a refund, but the management are so poor and don’t respond back to their customers, Best Western should remove this Hotel from their list of Hotels

Third visit visiting family in the area come back as we liked it but doubt we will be back again, made to feel uncomfortable dirty room only saving grace was the lady in the bar as ever always friendly cheerful and great service as for the room dirty and tired moved rooms whilst this was better dust was unreal and mould in the bathroom not acceptable also the limescale in the loo oh dear 3rd visit doubt it will be a 4th and a complaint will be going into head office tomorrow

1 night stay for work trip,booked last minute. No complaints at all, parking, friendly staff, decent bar and pub type food served in the bar, very large ground floor room with good WiFi. Arrived at 7pm, had bite to eat, caught up on some emails and then had good nights sleep. What more could I ask for for £70 including breakfast. No fuss, no complaints

Hotel very tired and in need of refurbishment. Units in bedroom dusty. Mould on bathroom ceiling and stained mastic on bath. Window stays open by piece of wood propping it open. Carpet stained in room. Didn’t want to chance eating there. Very disappointed. Pictures on website misleading.

I find it hard to believe that health and safety have not condemned this hotel. We stayed on a cold January night and the heating was so inefficient that we had to put our overcoats on the bed to keep warm. The window frames were shocking, filthy with mould and rotten. The chandelier was filthy. I have emailed Best western twice to seek a refund but no response. I have asked management to inspect the hotel, in our view it would not achieve 1 * grading. Come on Best Western treat your customers with respect.