Doubletree Chester Hotel & Spa

We stayed at DoubleTree by Hilton Chester for a spa night, and unfortunately what should have been a relaxing break was overshadowed by a very serious allergen incident. The rooms themselves were very comfortable, and I would like to give particular credit to the lovely lady in the spa, who was friendly and helpful. The first member of reception staff we dealt with was also pleasant and helpful. Unfortunately, our experience with the majority of the other staff was very different, and we felt extremely let down by the lack of care and concern shown towards us. Before our stay, my friend and I had made the hotel aware that we both have severe nut allergies. We were also specifically asked about allergies again when we arrived at reception, and we clearly confirmed our allergies. Despite this, we were both given welcome cookies containing walnuts. There were actually allergen-free cookies advertised at reception, so we trusted that, having declared our allergies, we had been given the appropriate cookies. It was only after we had almost finished eating them that we realised they contained walnuts. We both became unwell and had to take antihistamines, with our EpiPens with us in case our symptoms became more serious. What was supposed to be a relaxing spa evening instead involved us dealing with the consequences of the incident, completing accident paperwork and feeling unwell while the four friends we were travelling with waited for us. The hotel manager did subsequently apologise, took the incident seriously and confirmed that a refund was being arranged, which we appreciate. However, we have since been particularly concerned by what happened when an Environmental Health investigation was raised. When I attempted to contact the manager, I was told that the receptionist had informed the Environmental Health Officer that we had denied having any allergies when this was discussed with her. This is extremely concerning to us because all four of the people who were with us can confirm that we clearly stated that we both had severe nut allergies. We have no reason to believe there was any misunderstanding on our part. We have therefore been left questioning how, after clearly declaring a serious allergy, we could have been given cookies containing the exact allergen we had warned the hotel about, and then have our account of what happened apparently disputed. This could have had much more serious consequences. We trusted the hotel to take our allergy seriously and we did not feel that this happened. Overall, whilst the rooms were comfortable and there were individual members of staff who were genuinely lovely, the handling of this incident has seriously affected our confidence in the hotel. For a Hilton property, we expected much higher standards when it comes to guest safety, communication and accountability. I hope the hotel takes this feedback seriously and uses what happened to ensure that no other guest with a severe food allergy is put in the same position. When trying to speak to the manager who was there at the time of the incident about this today , he just kept saying “ no comment” when I was trying to find out why this receptionist has given this false statement to the EHO.

Lovely hotel. Very busy car park was nearly full. A lot of children. Room was comfortable especially pillows loved them. And nice big TV. Everything you need. Wasn’t a garden view we got . It was more car park view. Receptionist wasn’t overly friendly. No smile or welcome. Just a form shuffed at us.

I recently stayed at the Double Tree, Hilton Hotel, Chester. I paid £305.16 for Saturday and Sunday (15th and 16th of August) I went for breakfast this morning 17th of August. Got myself a table, juice and a few items from the hot plate. As I started to eat my breakfast the breakfast host asked for my room number. After giving it to him he informed me that my breakfast wasn't included. This was news to me. He made me feel like a criminal and, was utterly embarrassed by this. I left the restaurant immediately and, vowed never to return. I could have stayed at a number of other hotels that were not as expensive and, included breakfast. I was at a Wedding in the area and, a lot of the Wedding Guests were staying at the Double Tree. Myself and the other people with me, family and friends will be boycotting all Double Tree Hotels.