Hatfield Hotel Lowestoft.The Hatfield HotelGoogle review summary4.01,527 reviews5 ★ 4 ★ 3 ★ 2 ★ 1 ★ Reviews on other travel sitesReviewsSearch reviewsJo M1/5just now on GoogleExecutive Suite is definitely NOT executive. Best Western customer service disgraceful!!I used tesco vouchers to stay here in August 2023. Firstly, not impressed that price for executive room was about £30 less on Best Western than the link we had to use to process the tesco voucher code. This was NOT because of any special deals either. That in itself is very wrong!The hotel was breing re-painted externally and was looking nice. Staff seemed friendly.Good point was that the room was big and sea view was lovely.When we entered the executive suite we were greeted by a musty smell. The windows were all open and as a result there were many many tiny flies over all the windows. TV mount was for a much larger TV, as shown on room picture when selecting it, but the TV on the mount was only about 32inch.Carpet wasn't fitted well. Lots of loose rolls. Curtains smelt very dusty. Bathroom floor tiles had many areas with lots of grout missing making them feel sharp underfoot in places. Some floor tiles made cracking noises as walked over. Shower section had a shower head that was in absolute desperate need of a good clean. Very brownish looking and yuk. Bath was fine. Various items of furniture in the room didn't match and whilst the curtains and bedspread visually looked fine, this was most certainly not an executive looking or feeling room at all.We did ask at reception if we could change rooms but were categorically told none were available. Strange as the hotel did not seem busy. We asked about fly spray for the fly issue but again, no joy and not really interested about the issue or sorting anything for us at all. Very dissappointing lack of customer service.Breakfast was nice and tasty but the extras were expensive.When we gave feedback to Best Western we were told we should have complained on the day. We told them we had but nothing was done. Equally, Best Western have done nothing to refund or compensate after the fact either, all they said was they have plenty of returning guests. Disgraceful attitude. This is most certainly NOT good customer service and ultimately if you book an executive room it should be an executive experience and it definitely wasn't.Also, whilst I have cats and love my cats, I do not expect to see a cat roaming a restaurant area. No mention of it on the hotel website and no consideration if any guest are allergic.Because of the room condition, how nothing was sorted, a ridiculous very poor response from Best western from there feedback team and the fact the room cost more via Tesco link as opposed to Best Western site, I DO NOT recommend this hotel or Best Western. If Best western feedback team had done something to compensate/refund me i might have chalked it up to poor location choice but seeing as the feedback representative was equally devoid of customer service and not at all bothered whether the experience reflected very negatively on Best western, I wouldn't recommend Best Western at all.Go use a Premier Inn Plus Room instead, a lot lot better!
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