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Best Western Heronston Hotel & Spa, Bridgend

Ewenny Road, CF35 5AW, Bridgend, Great Britain - See on a map
Best Western Heronston Hotel & Spa - heronston hotel leisure The Best Western Heronston Hotel & Spa is ideally located in the center of Bridgend. Come and experience our hotel near the major tourist attractions. Best price guaranteed and exclusive deals.

The Best Western Heronston Hotel & Spa is a fantastic place to stay near Swansea. The hotel is delightfully located in a semi-rural area, but only half a mile from Bridgend town centre and minutes from Junction 35 of the M4. You'll be near both coast and countryside – but within easy reach of the city too. Our modern, pet-friendly hotel in Bridgend boasts a range of rooms and full leisure facilities, but it's our prime location that really sets us apart. Just minutes away from the Glamorganshire heritage coastline, the vibrant capital of Cardiff and the cosmopolitan coastal city of Swansea, you'll be in a great position to see Wales at its very best. Whether you're here for business or pleasure, there is plenty of opportunity to relax. Our leisure club and spa offer an indoor heated pool, spa treatment rooms, sauna, steam room, spa pool and fully equipped gym. The Best Western Heronston Hotel & Spa is also a great place to hold a conference, being halfway between Swansea and Cardiff. We offer a flexible range of conference facilities, and our coordinators are delighted to assist you in organizing your event. The Best Western Heronston Hotel & Spa is close to everything in South Wales and is an ideal place to stay near Swansea. Dogs are only allowed in the guest rooms and lounge area (not areas with food). 27/01/22 hotel Jacuzzi is currently out of action, but all other Leisure Club facilities are available. We apologise for any inconvenience caused.

Best Western

Heronston Hotel & Spa

LABEL_ITINERAIRE

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Hotel advantages

  • Indoor pool
    Indoor pool
  • Lounges/bars
    Lounges/bars
  • Free parking
    Free parking
  • Outdoor parking
    Outdoor parking
  • 24-hour front desk
    24-hour front desk
  • Safe deposit box
    Safe deposit box
  • Steam bath
    Steam bath
  • Onsite laundry
    Onsite laundry
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Guest reviews

In partnership with tripadvisor fr
based on 1210 guest reviews
NOTE ISSUED
Excellent
371
Very Good
364
Average
226
Poor
136
Terrible
113
REFER TO NOTICE
Business Business
251
Couples Couples
360
Family Family
271
Friends getaway Friends getaway
164
Solo travel Solo travel
34
SUMMARY NOTES
Cleanliness
Location
Rooms
Service
Sleep Quality
Value

"Friendly and accommodating makes all the difference"

5
charlottek750, Barry, United Kingdom 08/05/2022

Had a fantastic stay with friends. Staff were very accommodating and friendly. This clearly had an affect throughout the hotel. Pool and spa facilities were great just a shame the jacuzzi was out of action. We had a brand new room which was lovely. I think that once the renovation is complete, it will be fantastic. I will come back and check it out once it's finished.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, i am pleased to read you enjoyed your stay. I will pass your lovely comments onto the team. We look forward to welcoming you back in the near future. Kind regards General Manager

"One night stay on business"

3
Nick W, Milton Keynes, United Kingdom 04/05/2022

A very tired hotel and bedroom. It is noted that parts of the hotel are being refurbished so hopefully improvements will be made in both the reception and bedroom department. Did not get to visit the spa due to late arrival but from previous visits, it is the spa and restaurant that gives the hotel its 3* rating. Ria (serving drinks at the bar), was able to make the most enjoyable roast beef sandwich for me as the main restaurant was closed.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am please to read you are a returning gest to he hotel. I would like to confirm all areas of the hotel are being refurbished and once completed I am sure you will see a massive difference. We look forward to welcoming you back in the future. Kind regards General Manager

"Good value for money"

5
890sueh, United Kingdom 03/05/2022

Really helpful staff and a wonderful overall experience.Spa and pool definitely worth a mention ! The food was good quality and good value.Ben was especially helpful and well deserving of a mention.Plenty to see and do in near locality

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you had such a lovely stay. I will pass your comments onto the team who will be thrilled - especially Ben! We look forward to welcoming you back in the near future. Kind regards General Manager

"Wonderful Stay"

5
Rachael A, Fareham, United Kingdom 03/05/2022

Brilliant team and service, wonderful food and breakfast buffet, clean room, fantastic back, shoulder and neck massage with time spent in the sauna and steam room too. Would definitely return and recommend.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank yo for your kind review, we are pleased to rea you had such a lovely time. I will pass your comments onto the team who will be thrilled. We look forward to welcoming you back in the near future. Kind regards General Manager

"Wedding"

5
Karen N, Wakefield, United Kingdom 02/05/2022

Stayed here for 2 nights the staff were amazing from Angela on reception to the young bar and waiting staff.Nothing was too much trouble.The hotel is undergoing refurbishment and the Dining and wedding areas were superb.The bedrooms do need to b refurbished but they are very clean.We all had a fantastic stay would definitely recommend this hotel

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you have a lovely stay and would recommend us. I will pass your comments onto the team who will be thrilled. We look forward to welcoming you back in the future. Kind regards General Manager

"Disappointing"

2
User 02/05/2022

From the minute we turned up we were disappointed. The front of the hotel looked very tired. When we walked in there were signs up apologising for the unfinished look of the communal areas due to doing a refurb. It would have been nice if they had informed of this happening during our stay as it wasn't very appealing turning up with the reception area just bare plaster with wires hanging out the walls. Our room wasn't quite ready for us as we were abit early so had a drink in the bar which we found ok-very small though. When we went to our room we had to be very careful with the walls-wet paint signs up everywhere which is fine as we understand they need to paint at some point but when you have children and luggage it was a little mission to make it through without touching the walls. When we got to our room we were not very impressed. It was very outdated. The window and fire exit door (both single glazed) in there had loads of paint flaking off the wooden frames. The furniture looks very old. One of the children's beds was very squeaky so every time our child moved it it was very noisy. When having a shower the hot water only lasted a few minutes. When I went to ask someone at reception I waited quite a while for her to find someone to ask how we may get more hot water. No one was coming and after waiting about 15 minutes I gave up as had to get ready to go out. When we went to check out the lady at the desk didn't even ask how our stay was. I was about to leave and then thought I'd best report the very noisy bed and also the hot water situation as they obviously hadn't done anything about it when I spoke to them the day before. We definitely won't be returning and I feel that it wasn't worth the money we paid.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am sorry to read you were disappointed with your stay. We are under refurbishment, which is detailed on our website and all our web partners sites. I am sorry if you did not see this prior to your arrival. I will investigate the single bed and hot water situation. I hope you will return in the future, when the refurbishment has been completed for a lovely relaxing stay. Kind regards General Manager

"Overnight spa"

5
sarahr525, Merthyr Tydfil, United Kingdom 29/04/2022

Second time here using a Groupon voucher.Had a lovely time,used the pool,sauna and steam room. Evening meal was lovely along with breakfast..Had a back,neck and shoulder massage which was also lovely...A big thank you to Ben and staff for looking after us and making us feel welcome..

"Our third stay here"

4
Tom P, Burnham-On-Sea, United Kingdom 28/04/2022

Nice to see a buffet style breakfast normally reserved for busy hotels. Coffee machine delivered a decent espresso and the toast didn't need to go through the conveyor twice. The hotel is in some turmoil at present due to refurbishment but access through the place was unrestricted. The Sauna temperature was poor but the Steam Room was spot on. This is the only hotel I know of that has a 'costume spinner' to assist drying of your swimwear. My wife and I both enjoyed the massage that was part of a deal we bought and was professionally delivered. Our room was clean with all the normal facilities. The chairs in the bar area were extremely loose and could do with some attention. Nearby, Ogmore on sea offers both a good beach with sand dunes and a circular scenic drive. There is a good garden centre just down the road too.

"Wonderful stay"

5
Amy85099, Cardiff, United Kingdom 24/04/2022

Great service, lovely staff in the spa. Beautiful double room, couldn't hear a sound which was great considering that there was a wedding party and disco downstairs. The food was absolutely delicious, best steak we've ever had. Thanks so much!

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review. I am pleased to read you enjoyed all elements of your stay. I will pass your comments onto the team, especially the chef who will be thrilled. Kind regards General Manager

"When guests are simply an inconvenience"

2
TravellingTaff2022, Bristol, United Kingdom 23/04/2022

Overlook the fact that the place is finally being done up - the refurbished rooms are nice but if you like ruffled worn blue carpet and artex then this might be for you. The staff were amazing as being obstructive, awkward and simply “the answer's no, now what's your question?”. Whether it was getting a cup of coffee for a wedding guest, being allowed to have breaks fast after being invited by reception to do so, we've never felt so awkward and disappointed. And when I rang up to settle the bill for myself and 4 other parties I was paying for, it genuinely felt like the person on the end of the phone had been challenged to be irritated, talk over me and obfuscate to Olympic standard. They keep a warm welcome in the Welsh hillsides. The land around here is flat, clearly. Avoid.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am sorry to read you were full satisfied with your stay. As you have stated the hotel is under going a full refurbishment and I apologise if this inconvenienced you in any way, we have tried to ensure this does not effect any guests stay. I am surprised at your comments concerning the team as we usually have very positive feedback concerning the team, but I will look into this further. I hope you will return in the future when the refurbishment is complete. Kind regards General Manager

"Better before"

3
User 18/04/2022

We have stayed at this well placed hotel two/three times now. The hotel is in the middle of a fantastic refit. The upgraded rooms and facilities are swish and modern. However, a word of caution if you value sleep, insist on an upper floor room as the refitting contractor appears to have forgotten what sound insulation is. If you are in a ground floor room, and there is movement in the room above you it will sound like a company of soldiers square bashing. The restaurant and bar staff are 5* as usual. However on this occasion the reception staff let the side down. We have no wish to be patronised by anyone, especially when we wish to complain about the noise from the “soldiers” in the room above. Moreover, if we ask about house keeping don't take it personally and if you wish to draw our attention to changes in how you operate please tell when we check in.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review. I am pleased to read you liked the refurb so far and thought the bedrooms were swish and modern. I am sorry for your disturbed night sleep and will investigate this further. I hope you will return again in the near future. Kind regards General Manager

"Best rump steak I've tasted"

5
keith w, Bridgend, United Kingdom 11/04/2022

The hotel was very clean even though it's under some refurbishment. The staff were friendly and the amenities were all very good apart from the jacuzzi which was not working. The Spa centre was excellent, my wife and I had a massage which was really nice and the staff in the well being area were very good. The food was nothing short of exceptional, we had a melon starter and a soft cheese covered with smoked salmon as starter and then...I had the best rump steak I have tasted in ages, it came exactly as I had ordered it (medium rare) and iit just melted in the mouth. Great time had for the two of us, thank you.

"Wouldn't stay again"

1
563lesleyw, Hereford, United Kingdom 09/04/2022

We stayed at the Herenston for one night on 8th of April and I booked the luxury room. our first impression was the reception staff were not very friendly, we made our way to our room trying to avoid the workmen painting the passageway, on seeing the room I was disappointed wondering what was supposed to be luxury about it. The pillows were small, there were no bathrobes, or biscuits with the tea and coffee. We decided to go to the pool which is the best thing about the hotel it was very relaxing although the jacuzzi was out of order and I was told it had been for two years. Every time we went in or out of the room the decorator had to stop his painting and get up from the floor to let us get into the room, I asked at reception if I could change room but was told that there was a notice up saying they were under refurbishment, I explained that it didn't say online when booking and paying that it would be going on right outside my room, but I could see by his attitude he wasn't going to budge he said they don't start in the morning until 9.0. We were on the ground floor and could hear people walking around above us, in the middle of the night we could hear the extractor fan on in the room above. In the morning we were woken up at 8.15 by the painter rubbing sanding down the wall right outside our room. We couldn't wait to check out.

"Nice Room but other areas require improvement."

3
fireman999, The Royal Town of Sutton Coldfield, United Kingdom 08/04/2022

We booked a 2-night stay when visiting the area and whilst the decorators were in at the time they did not cause us any problems. It is obvious that the management team are upgrading the facilities at present and it should be nice when it is completed. Our room was excellent and very clean and the meals were also very good but there are two areas that spoilt our stay and the first item was the noise in the dining room on Saturday night - unfortunately, there was an event on that weekend and the participants were obviously very verbal and it was so bad we asked to be moved into the bar as we could not hear each other. The other very worrying problem was the Fire Escape Route from the garden that directed you in between 2 buildings and you were then left to guess the route that you should take to the Assembly Point as there were no further Fire Exit signs. If you went left you were confronted by a fence and partially open gate or if you went right you had to cross a field and service area and go around the building. There was very little hard standing on the route, no exit signs and very few emergency lights except where other Fire Exit routes discharged to the area. Whilst you could probably find your way in daylight to the Assembly Point - at night and in poor weather it could be very difficult and if you had any disabilities - quite dangerous. I think that this problem requires urgent attention.

"2 night birthday treat"

5
Nadine_t_f, Burnham-On-Sea, United Kingdom 05/04/2022

Although the hotel was being refurbished it didn't impact our stay, the room was spotless and big. Staff were all very friendly, and happy to help. Victoria the receptionist was amazing, nothing was to much trouble and she even recommended a lovely local Chinese restaurant to try. The spa was lovely, and the treatment staff were professional, couldn't fault the food in restaurant or at breakfast, plenty to choose from.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you enjoyed your stay. I will pass your kind comments onto the tea who will also be thrilled. We look forward to welcoming you back in the future. Kind regards General Manager

"Poor"

1
734judet, Caerphilly, United Kingdom 05/04/2022

We have stayed before for pleasure and to enjoy the spa. This visit the hotel was under maintenance, (which we were not informed of) yet our original room was damp and dirty. After complaining to staff we was offered an alternative room which was very nice. However was told on numerous occasions that the was a surcharge of £4 for reasons which couldn't be explained. As for the spa which was only part open we were also told that after breakfast this can not be used due to insurance purposes after our checkout time of 10.30 am. This has never happened before and was part of the reason for our booking. The staff seemed unfriendly and didn't want to help in any matter even ordering a taxi to visit the beach seemed to much for them.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am sorry you were not fully satisfied with your stay on this occasion. The hotel is going through a full refurbishment and we have tried to ensure this does not impact on guests stays, but I am glad to hear that our team were able to help you in a room move when requested. I am surprised at your comments about the team seeming unfriendly as our usual feedback is always good. I hope you will return in the future for a relaxing break. Kind regards General Manager

"Spa package for hen night"

3
Sophie9_112356744, United Kingdom 03/04/2022

Disappointed. 1st problem we had was our dinner. Told that even though we had pre booked a table for 9 people at 7pm 6 weeks prior to the day, that because they hadn't seen it on our booking due to not reading the notes, that it was basically tough that they couldn't give us our table unless we came back at 8:30 instead. Which obviously was no good as we had booked 7pm for a reason. Finally got a table but had to sit by the bar instead. Second problem was we booked the spa package but wasn't aware that the jacuzzi wasn't working when we actually got there. Third problem was no hot water, freezing cold showers for us all. Food was nice once we had it but orders were messed up twice. Rooms were lovely and clean. 1 staff member in particular was fantastic with us (Micheal). I've been a few times and always enjoyed my stay but this time was a dissapointing experience unfortunately.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review. I am please you found the rooms lovely and clean and thought the food was nice. I will pass your kind comments onto Mickael, he will be thrilled. I am sorry about the misunderstanding about your dinner reservation and had you mentioned the showers this could have been rectified immediately with a press of a button on the showers themselves. As for the spa pool, this closure is stated on our website and all our partner websites. I hope you will return again in the future to a stay that exceeds your expectations. Kind regards General Manager

"Afternoon tea"

4
User 02/04/2022

Had a great afternoon with friends, afternoon tea was delicious, staff went above and beyond, made extra sandwiches for us with no extras, very attentive, a great afternoon had by all. Very reasonable price.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased you enjoyed your afternoon tea and you were pleased with the service you received. We look forward to welcoming you back in the future. Kind regards General Manager

"Load of rubbish the room was excellent food was disgusting no jacuzzi working should have shown this on website"

1
darren p, Cwmbran, United Kingdom 01/04/2022

Meals were terrible paid £29 for a steak and was told anything extra had too b paid for so no fries no salad no veg you would think at this price a few chips would have been included have stayed at several g/w hotels & this was the worst

"Honeymoon suite"

3
J4846NQkellyv, South Wales, United Kingdom 01/04/2022

Radiator cover fell on me twice as not secured to wall and screws falling out. Tiles on bathroom floor aren't suitable for a shower. Extremely slippery. Staff don't smile except lovely lady in the bar

"Outstanding Hotel"

5
blakedurston, Bridgend County, United Kingdom 28/03/2022

An Absolutely outstanding hotel. Service was incredible and very polite staff. I proposed to my partner there and we have spoken about having the wedding there now. Can't wait to see the changes coming.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guests Thank you for your kind review and a massive congratulations to you both. We would love to host your wedding, please do get in contact and we will help you in any way we can. Kind regards General Manager

"A hotel in limbo."

2
User 21/03/2022

My title pretty much sums up our stay. I want to start off by saying the staff were absolutely lovely and exceptionally helpful. Unfortunately the hotel lets it self down. Our room was definitely stuck in a time warp. I can honestly say I expected more for £90. The bathroom was dingy and in a bad state of repair. The loo roll is helpfully placed under lock and key just behind your left shoulder…….why? Can't reach it easily and when you do eventually manage to clasp onto a corner, it rips off one square at a time! Bathroom door didn't shut at all and the lock didn't work, so it would randomly swing open at any moment. I love my partner, but really don't want her to see me doing yoga on the toilet to get one square of loo roll. The leather chair was something father Jack from father Ted would feel comfortable sitting in. Over all not the most pleasant of stays. Wouldn't recommend and certainly wouldn't stay again.

"Spa package"

5
User 19/03/2022

Lovely spa afternoon with friends. Pool area was good with use of the sauna and steam room. Beauty treatments were great, both beauty therapists were excellent and helpful. Afternoon tea was delicious, lots of tea and coffee made available to us. The staff at the Heronston were so welcoming and couldn't do enough for us. Excellent customer service. Thank you

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your lovely review, I am so pleased you enjoyed your day. I will pass your comments onto the team who will be thrilled. We look forward to welcoming you back soon. Kind regards General Manager

"Amazing stay Enjoy every minute"

5
Karen T, United Kingdom 19/03/2022

Amazing stay with my family we had a lovely time Lovely hotel and spa staff very warm and welcoming excellent customer service and I would highly recommend to family and friends thank you for a lovely stay

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you enjoyed your stay. I will pass your lovely comments onto the team who will be thrilled. Kind regards General Manager

"Great Spa Weekend"

5
User 14/03/2022

Had a great time and service was really good. Very comfortable room and great spa facilities and a wide range of treatments. The pool and lounging area were great. Good menu in the restaurant and nice bar. Very good value.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you had a great tie with us. I will pass your comments onto the team who will be thrilled. We look forward to welcoming you back in the future. Kind regards General Manager

"Lovely stay !"

4
User 14/03/2022

Our roon was beautifully decorated and looked brand new . Staff are very friendly and accommodating. Swimming pool , souna and steem room was clean . Hotel is under going refurbishment and we are looking forward to go back when is fully done .

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, we are pleased to read you enjoyed your stay and thought the staff were very friendly. We look forward to welcoming you back in the near future and showing you what we have done with the refurbishment. Kind regards General Manager

"Another fantastic stay"

4
User 13/03/2022

My wife and I always have a lovely stay at the Heronston Hotel. The refurbished rooms are very nice, very clean and very comfortable. The staff are always friendly and welcoming. There are some areas at the hotel still under refurbishment but it's work in progress and the hotel is going to be practically brand new when the work is completed. Excellent value for money and the spa treatments are great. The only thing I would change is the Menu options in the restaurant. There was not a lot on the menu that appealed to us and it did seem a little “posh” when all we really wanted was a burger which was not an option on the menu. Checking in was a little slower this time due to someone purchasing vouchers in front of me but not really a big deal. Check out was quick and easy. We look forward to our next stay.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to see you are a returning guest and are liking the areas we have refurbished so far. In terms f the menu, burgers are available on our bar & room service menus. We look forward to welcoming you back in the future. Kind regards General Manager

"Lovely stay"

5
Twinmum08, New Tredegar, United Kingdom 13/03/2022

We have really enjoyed our stay beautiful food beautiful facilities and we will be returning. The staff where very good with all our needs and I don't think I can say much more to be fair. This place is the perfect get away for anyone thinking of somewhere that you can just have a few night and chill :) thank you

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased you enjoyed your stay and find us a perfect place to get away. We look forward to welcoming you back in the future. Kind regards General Manager

"Weekend visit"

1
User 12/03/2022

Refurbished room, clean and tidy! Breakfast was ok. The STAFF are totally unmotivated and rude! No welcome! No hello or goodbye! No please or thank you! Ideal hotel that's got potential but honestly the worse staff I've ever come across! We felt embarrassed over them, shameful receptionist behaviour and general rudeness

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review I am pleased to read you thought the hotel was clean and tidy. I am very surprised by your comments concerning the team, we pride ourselves on the positive feedback we receive concerning our staff and con not understand what could have gone wrong for you to have such a poor opinion of them. I apologise that you fell this way and would hope this is a one off. Kind regards General Manager

"Business overnight"

4
User 09/03/2022

A nice standard of hotel that is being totally refurbed, very friendly helpful lady on reception, comfy room, good en-suite. Good location and plenty of parking. Unfortunately I did not eat this time, but have stayed previously and I recall the food was good too.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you had a good stay. Look forward to welcoming you back in the future. Kind regards General Manager

"Hotel stay"

5
User 08/03/2022

Excellent hotel returned room was stunning proper updated was lovely can't wait to see it all done spa was lovely all hotel was clean staff were amazing Bed was comfy and a proper duvet on the bed and not sheets like you get at other hotels even checked in early staff were great with us bathroom was amazing love it! Big tv too which was great and tea coffee brill in room

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you liked the newly refurbished bedrooms and our reception team were able to help you with your early arrival. We look forward to welcoming back in the near future. Kind regards General Manager

"Disappointed"

1
User 07/03/2022

On arrival in the reception there were large billboards informing guests and apologising for the ongoing upgrading work in the hotel, however this was not mentioned on their website. I paid £95 for one night, the room was clean and tidy but very out dated which didn't really bother me, but the bathroom was a real eye opener (see attached photos) This upgrade is way overdue. What we're they doing during the lockdown period? Dry disappointed ☹️

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am surprised to read you feel our refurbishment is not detailed on our website as we have mentioned this on all booking sites including our website. We have been working throughout the last two years and all lockdowns on our refurbishment programme and are coming to the final stages of the programme, hence the work being completed in our reception area. I sincerely apologise that you feel you were not informed of the works happening but also feel that we have fully disclosed this in all published media. Kind regards General Manager

"Friendly, comfortable hotel and very helpful with lost property"

5
biker620, Stamford, United Kingdom 07/03/2022

Stayed here for one night in February, met by a very friendly front desk staff. The room was large and the bed very big, not the most comfortable I have ever slept in, but you cannot cater for everyones tastes. When I left in the morning I accidentally left my AirPods (without case) behind, which I realised once a long way down the M4. The front desk were really helpful, they confirmed they had them and would arrange for them to be posted to me. I paid for the postage and received them less than a week later. Thank you!

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you enjoyed your stay and you received your AirPods back in a timely manner. We look forward to welcoming you back in the future. Kind regards General Manager

"Well worth the money, lovely service throughout, just sort the bed out!"

4
User 02/03/2022

The room was lovely, very spacious, clean and tidy. Plenty of towels in the bathroom but the shower wasn't brilliant! The glass partition did not seem to contain the water and so there was quite a lot of water on the floor! The bed wasn't great either where they just pushed two single beds together and placed a king sized mattress on top! The food was gorgeous. Beautifully presented, amazingly tasty and fantastic service. The beer was only £2 a pint and a nice pint too! Breakfast was very nice and a fair selection of foods. The massage was lovely too.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am happy to read you thought your meal and service was fantastic. I am sorry to read you did not like the super king beds, these beds are designed so they can be used as two singles or as one bed with the bases and mattress especially designed to join together. If you would prefer a different style bed please as for a queen bed on your next reservation. We look forward to welcoming you back in the future. Kind regards General Manager We

"Heronston Experience"

4
Stephen N, Hornchurch, United Kingdom 28/02/2022

We stayed for 3 nights and booked a room upgrade - number 61 we we pleased to find that this was a large comfortable room with plenty of cupboard space and perfectly adequate for our stay. We dined in the restaurant on the Friday evening and the service was very friendly and courteous. The food was well prepared ad presented. Apart from a few slamming doors, we slept well and breakfast was well cooked with a very good choice. Again staff were friendly and welcoming. On returning on the Saturday afternoon we found that our room had not been made up or towels replaced. We were informed that rooms are only cleaned when the occupant departs unless requested. We asked that the towels at least be replaced and that happened straight away. Saturday night's sleep was interrupted by voices from a room nearby who were obviously drinking and talking loudly until 4am in the morning. Furniture was being moved about and scrapping on the floor. This was obviously not the fault of the hotel but the walls are very thin and guests should be reminded to be respectful about slamming doors and unnecessary and excessive noise. We had to ask that towels be changed again on Saturday

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am pleased to read you enjoyed your stay overall and thought food at both dinner and breakfast we good. I apologise for the noise you encountered from other guests and apologise if you did not receive the letter on arrival with all the details required to ask for your room to be serviced, this was introduced as some people are still very apprehensive about COVID 19, but we will happily service on request. We look forward to welcoming you back in the near future. Kind regards General Manager

"Could be better"

3
rachet26, wales 28/02/2022

The hotel is being upgraded & some parts are very nice, but others need more attention! I upgraded the room but was shocked that the old, dated, dark brown furniture had not been replaced in the modernised room. The decor was great the furniture really let the room down. The treatment rooms were ok & the pool area & gym well equipped & modern. We had to wait in the dated & dirty corridor with guests passing, whilst waiting for treatments in our towels & swimwear. This was not acceptable! A separate waiting room is needed. The barman was great, but none of the food I ordered was available, which was disappointing. Food was ok but our garlic bread was forgotten. Overall an ok break, but improvements are needed.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, we use the information given to constantly improve our service. I am sorry to read the dark furniture in some of our bedrooms is not to your taste. Guests are welcome to wait at pool side for treatment or in the seating are outside of the pool area. We look forward to welcoming you back in the future. Kind regards General Manager

"A “ work in progress”."

3
Kate P, Devon, United Kingdom 27/02/2022

Disability access on arrival is difficult owing to having two double doors on both entrances to hotel, which do not open automatically . Instead the second doors open outwards , giving very little space to get wheelchair or mobility scooter into the hotel. No lifts to first floor rooms which is where the deluxe family room I had booked was located . I was rang and advised that owing to my mobility issues they could only accommodate us in a basic family room. I have since realised that I was charged at the deluxe rate despite being allocated a basic room. I Have contacted Best Western requesting a review of this, as I feel that I should have the difference in room rate refunded to me. The hotel brands it self as a “Spa” hotel and as such can charge a premium rate to customers. Whilst I did not have any treatments we did view the spa treatment waiting area which was in itself very grotty and unwelcoming. Two ripped bright yellow and blue 1980' style tub chairs , located in a narrow corridor. Not at all relaxing or indicative of rest and relaxation. I am aware that the hotel is having a re-fit. My advice would be to prioritise this area , two new seats and a plant are cheap quick wins. I did notice that on the Friday morning when we used the pool , there were insufficient seats / loungers for the amount of people . The pool temperature was extremely cold , I do not mind cold water but even for me it was bracing! My husband just sat on the edge of the pool. The mood lighting is lovely , but the temperature in the pool area was just too cold to relax and be comfortable. Disabled changing room good size and clean which was nice to see. I think that any item on the restaurant menu should be also available as a room service item if a guest so wishes and is happy to pay a tray charge. I suffer with CPTSD and my son is Autistic, when away we like to eat nice food but often struggle with a restaurant environment and prefer privacy , which eating in our room provides. We were advised that we could only have food items off the room service menu in our room , which was very limited for our needs. We therefore had to go into the restaurant. This area of the hotel has been refurbished and was pleasant enough, and did look as if we had been transported to a different hotel. Waiting staff seemed nervous, inexperienced and unclear on basic etiquette when it comes to front of house. I'm tolerant, but I could quite see how this could upset other guests. My husband asked for cheese on his chips and the young lady said “ the chef won't do that “. I advised that perhaps she could go and ask before saying no. I got the impression she was scared of the chef . There are also ways and means of saying no to a paying customer. In despite of this my husband did get his cheese on his chips. In relation to wine by the glass , I was not advised until my second glass that they only do large and medium size glasses. I had assumed my first glass was a small , as this is what I asked for, I was not told about the sizing policy at this time or told I was unable to have a small glass . I think this is quite an underhand thing to do. Whilst chefs are renowned in being loud and direct in there use of language , I fear that this hotels chef may be a bit too big for his boots. When we asked for an ice cream at 8:50 pm for our son, we could hear the chefs response on the phone. “No they f***ing can't have an ice cream, I have done enough food for today”. I was impressed by Michelangelo the French guy who was front of house response, he was most professional and “ dealt” with this situation. I suspect he went into the kitchen and did it him self. I can not praise Michelangelo enough , he really did improve and influence my overall view of the hotel. If it had not been for him “ saving the day” on a few key occasions it very likely that I would have been asking to see the manager. In terms of hospitality and professionalism Michelangelo is a man whom I would employ in a heartbeat. Other staff could learn a lot from him. His energy Enthusiasm and attention to detail was faultless. Hotel very understanding when our car broke down and we were waiting for recovery. We were able to keep our room on and were looked after in the bar area. I look forward to coming back again to see what the place is like after it's refurbishment. Please try and improve disabled access to hotel, rooms and swimming pool. Also have a think about room service menu options. A big thank you to Michelangelo:-)

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for taking the time to write a review. I will pass your comments onto Mickael who will be thrilled. I apologise for the comment made from the chef on duty I can assure you this will be dealt with. The entrance is being altered as part of the refurbishment and it is planned to have electric sliding doors in this area. We look forward to welcoming you back once the refurbishment is completed. Kind regards General Manager

"One night stay"

3
amysO8414QI, Pontarddulais, United Kingdom 27/02/2022

Lovely staff, rooms renovated so nice and fresh. Pool could be a little warmer but again very nice. Bar is a little dated, restaurant lighting a little harsh but food was lovely. What I was surprised by was the lack of water in the room, I'd expect a couple of bottles in a hotel room along with tea and coffee.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest I am pleased to read you enjoyed your stay and thought our pool area was very nice. As stated we provide tea and coffee making facilities in the bedrooms and water is available 24 hours from reception. We look forward to welcoming you back in the near future. Kind regards General Manager

"Don't get rooms near the pool"

4
User 25/02/2022

Lovely to go here for a chilled afternoon and overnight stay with my pregnant daughter. the room itself was lovely.. but the bed was very lumpy and seemed to slope at the pillow end.. we was in room 17.. which wasn't far from the pool.. but... Omg ppl coming out of there were very loud and inconsiderate especially as there is a sign that these rooms were in a quiet area..the pool was lovely a bit cold but nice.. there did seem to be a few to many in the pool at 1 time .. we didn't eat at the restaurant as I made graze boxes for us... Breakfast the next morning was lovely lots of choices aswell as a full English.. would love another stay here.. not far from the town and the retail park...

"The beat western hotel"

5
User 21/02/2022

We loved every mintute of it would love to be a member it is a defo good place to keep hoing too on a weekend get away we loved it as it was quiet in the night's when we stayed and also in the morning we loved the food very taste full... full of flavour no issues at all

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, We are pleased to read you enjoyed your stay and thought your meals were full of flavour. We look forward to welcoming you back in the near future. Kind regards General Manager

"Disappointing food experience"

3
lisamccambridge, Port Talbot, United Kingdom 20/02/2022

Ordered sandwiches from the bar for a snack at lunch time. We expected as per menu Served on white or brown bloomer bread with crisps and coleslaw. See pictures of what was presented. Not the boomer bread. We also booked the evening meal for 8.00 all looked great, staff were polite and helpful however when we asked for steak we were told that they had no rump or sirloin left and if we wanted steak we would have to pay full price for the rib eye or fillet. Needless to say we didn't want to pay £32. So we ordered something else. Moving on to the desert would you believe it that again our first and second choice were not available. So again ordered an alternative. We had no complaints about the food as it was all first class (except the lunch time sandwiches)however not being able to order what you really wanted took the shine off our stay. More attention to detail required

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review. I am pleased to read you thought your dinner was first class. I will speak to the kitchen team about the availability of dishes on the menu at the time of your stay and apologise that your first choices were unavailable. I hope you will return again in the future for us to show you the true standards of service. Kind regards General Manager

"Valentines Special"

5
User 15/02/2022

Had a lovely night with my husband at this hotel, we upgraded for a luxury room and it was one of the recently refurbished ones, very nice. The package offered was dinner, bed and breakfast with a spa treatment and we felt that it was very good value. We really enjoyed relaxing in the spa area. We have no complaints the staff were friendly and welcoming the food was nice and our stay was very pleasant.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you had an enjoyable stay and through the pool area very relaxing. I will pass your comments onto the team who will be thrilled. We look forward to welcoming you back in the future. Kind regards General Manager

"Bridgend weekend social visit"

4
Nige070, Lincoln, United Kingdom 14/02/2022

Hotel is going through modernisation. We stayed in a newly refurbed room which was really nice. The spa facilities are good but 4 out of 5 as the jacuzzi isn't working. Breakfast was a buffet for the weekend which is normal hotel food but was a menu breakfast on the weekday which is what we expected.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you enjoyed your stay and liked the newly refurbished bedrooms. I will pass your comments onto the team. We look forward to welcoming you back in the future. Kind regards General Manager

"Valentines package"

5
User 13/02/2022

Absolutely stunning hotel, the spa is amazing and so relaxing, beautiful food and staff are so friendly and helpful me and my partner really enjoyed our stay will be booking to go again and would definatly recomend to anyone

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you enjoyed your stay and would recommend the hotel. I will pass your comments onto the team who will be thrilled. We look forward to welcoming you back in the future. Kind regards General Manager

"Valentines ❤️"

5
User 12/02/2022

Our room was beautiful, staff were amazing. The guy at the reception I didn't get his name was very friendly. I think the lady was called Diane, she was really helpful. went above and beyond to make sure our stay was enjoyable.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you enjoyed your stay and thought your room was beautiful. I will pass your comments onto the team who will be thrilled. We look forward to welcoming you back in the future. Kind regards General Manager

"Vegans not welcome sadly."

3
AerialEngland, Cambridge, United Kingdom 10/02/2022

I really like this hotel , but ….. as a vegan I don't feel welcome. There is only two items on the whole dinner menu I can choose from , and at the time of my visit they had no dairy free option for tea or coffee. This isn't 1970 !!! And at breakfast things got even worse. I couldn't have the porridge as this is mixed with milk pre cooked. So this is powdered milk porridge out of a packet. Come on best western just buy oats and cook it properly don't skimp out by favoring profit margins all the time. I still like the hotel and they are upgrading many parts of it. But this breakfast / dinner really needs an overhaul

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review. I am happy to read you really like our hotel. I am very sorry and surprised by your comments concerning vegan options, we usually have both oat & soya milk available which can be used to produce the porridge as it is made form just oats. I do believe this was an occasion that we must of been out of stock which is not normal and I apologise for this. I hope you will return in the future and enjoy a hassle free stay with everything required provided. Kind regards General Manager

"Birthday break"

5
User 07/02/2022

Arrived at the heronston hotel for a two day break for my birthday , I have to say I had a beautiful break here , the hotel is so warm and inviting stayed in the deluxe and the room Was beautiful and spotlessly clean , the food was outstanding and a beautiful afternoon tea followed . As for the staff they are so lovely and welcoming . Feel like you have known them years a big shout out to Victoria nothing was too much trouble and done everything to make sure our stay was as comfortable as possible lovely and friendly to March , also mark was very kind and could not do enough and deeane also lovely too , I recommend this hotel above others iv stayed for the welcome the relaxation and a lovely relaxing break . We will definitely be back thank you all for a lovely stay .

"Nice stay."

4
williamaledj, Cardiff, United Kingdom 06/02/2022

Nice hotel, really friendly staff, average food. We only had the bar menu so can't comment on the restaurant. Breakfast was ok average. Fresh coffee would have been nicer than self service machine coffee. One side of hotel still needs upgrading. Other side where friends stayed bedroom was much nicer. However, friendly staff made the stay worthwhile. Thanks.

"Great Staff, Great Room, Great Hotel"

5
MoZZa66, Portsmouth, United Kingdom 03/02/2022

I stayed in this hotel whilst on business in the area. The room even had a table I could work at and even held 3 or 4 meetings at. The free Wi-Fi was good enough for video conferences and streaming live video.

"Weekend treat"

5
816jules74, Bristol, United Kingdom 29/01/2022

Lovely stay for our Friday night away treat with dinner, bed and breakfast. Food was tasty, bed was comfy and leisure club was very chilled and perfect for a Saturday morning. Looking forward to our next stay

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you enjoyed your stay. I will pass your compliments onto the kitchen team. We look forward to welcoming you back for another relaxing stay soon. Kind regard General Manager

"One night stay improvement on last"

4
User 24/01/2022

Having had sum trepadations around staying again owing to noise from children keft to run around in the corridors after 11pm and noise from room doors slamming preventing sleep. Because of its central location for me visiting family I re booked. Ben from the reception team was helpfull and offerred me a quiet room. To his credit he went over and above and my room was excellent. Clean, spacious, excellent comfortable bed and lovely bath to relax after long journey. I didnt eat at the hotel so cant comment on this & other facilities but for a one night stay in a comfortable room it was worth it. Thank you.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased this stay was comfortable and relaxing your you. I will pass your kind comments onto Ben, who will love the fact his has had a personal mention. We look forward to welcoming you back in the future for another relaxing stay. Kind regards General Manager

"No heating or hot water in the middle of winter"

2
User 17/01/2022

Boiler broke so room freezing and no hot water. No offer by the hotel to use another room for a hot shower neither was there an offer of a partial refund for the inconvenience. Sockets at the dressing table were placed too low to be able to plug in the hairdryer provided. Considering this was a newly refurbished room it was pretty poor planning

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am sorry to read there was an issue with your hot water and heating. I am surprised to read you were not offered an alternative area to shower in. I will look into the comments you have made and resolve any issues. I hope you will stay at the hotel in the future for a really enjoyable stay. Kind regards General Manager

"A night away with spa and bed and breakfast"

3
User 16/01/2022

Absolutely beautiful bedroom, the spa was lovely even thought there was a lot of people in there we worked around them. The treatment was amazing the lady that done my Indian head massage was great the best Indian head massage I've ever had. Dinner, starters was so delicious my partner and I had steak and they brought out the wrong sauce and by the time my partner had put the sauce on her dinner she realised it was the wrong sauce. She complained to one of the waiters which replied with “so what do you want me to do?” And also insisted that it was the right sauce she had ordered. This made us both feel as if we couldn't say anything else as I felt embarrassed. Nice stay, lovely receptionist and a lovely French man who was the restaurant manager.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear guest Thank you for your review, I am pleased to read you enjoyed your spa treatments, thought the bedroom was beautiful and your starter was delicious. I am sorry that there was confusion over the sauces, as ordered a peppercorn sauce and a garlic sauce was provided, but unfortunately the wrong sauce was chosen by your partner. I understand from the deputy manager who was serving you he asked what you would like him to do - meaning would you like the steak replaced but you refused and said it would be fine, he then brought out additional peppercorn sauce for you. I am sorry you felt embarrassed this was not the intention at all. I will pass your comments onto the team especially Mickael our restaurant manager. We look forward to welcoming you back in the future for an exceptional stay. Kind regards General Manager

"Disappointing"

2
socialstar, Dorset 03/01/2022

Beautiful Spa but that's where the positives end I'm afraid. The old part of the hotel is cold, with the heating only coming on in the morning when you're up and about and don't need it. Breakfast is freshly ordered. Scrambled eggs really soggy and bacon over cooked. Refurb is very much over due in some of the rooms.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am sorry you did not enjoy all areas of your stay. The bedroom refurbishment continues and all bedrooms will be completed in the next few months. I hope you will return in the future and stay in one of new bedrooms so you can have a truly memorable experience of the hotel. Kind regards General Manager

"Festive Afternoon Tea"

2
User 29/12/2021

Myself and three friends attended a festive afternoon tea in early December. The afternoon tea was well presented in the sleigh, with a nicely presented table. The scones were tasty, as were the profiteroles. However…there were a number of things that disappointed us all. We were sat in the lounge / bar area - our table's location felt like we were basically sat in the corridor. The sandwiches we ordered were not what we actually received: * Turkey and stuffing - no stuffing and a small amount of turkey; * Cheese and onion marmalade - no onion marmalade, and hardly any grated cheese; * Carved ham, Brie, & apple chutney - no Brie, no apple chutney; * Smoked salmon with cream cheese - tinned tuna!!!!! The sandwiches were also very hard to get out of the sleigh, as they were at the bottom underneath the rest of the cakes. A balancing act was needed! The clementine tart consisted of one segment of clementine, with a very runny cream. Therefore was quite underwhelming. The gentleman working behind the bar was run off his feet, going between the bar, kitchen, and lounge. However, he was great at helping us when we needed more tea, coffee & milk, more cream and jam for our scones, and spoons to eat one of the desserts with. There was a festive children's Christmas party on at the time (the children were meeting Spider-Man, Elsa, and Santa), so it was busy. However, we all felt that this should not have impacted our afternoon tea, which we had pre-booked and paid for in advance.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review. I am sorry you did not fully enjoy your experience at the hotel. Our afternoon teas are served in our bar area, I am sorry you feel this area feels like a corridor. In terms of the content of the afternoon tea, if you were unhappy about any item we would of happily changed this on the day if it had been brought to our attention. In terms of the afternoon tea with Santa event this was held in a private room with separate staff, I am sorry if you felt this impacted your enjoyment of your festive afternoon tea. Kind regards General Manager

"Hands down the worst hotel stay I have ever experienced"

1
SteveDee1711, Worcester, United Kingdom 22/12/2021

Food - less than mediocre. Sullen reception staff. Cold water in first bedroom, we were moved to a room which was an improvement because the water was now tepid. Was attending my grandmother's 100th birthday party at which a buffet was served. Chocolate eclairs were served on a platter alongside hot chicken, which explained why the eclairs melted I suppose ...... Breakfast was inedible.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am sorry to read you did not have an enjoyable time during your stay. I will look into the comments you have made concerning the hot water and breakfast. I hope you will return in the future and will have a really good experience of what the Heronston Hotel can offer. Kind regards General Manager

"Christmas party"

5
User 19/12/2021

Another fantastic night away with friends, spa treatment was amazing as were the facilities in the pool area. Good was as always delicious and plenty of it. Staff were amazing friendly and polite. Breakfast was great veggie options available. Room was spotless and comfortable

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for taking the time to complete your review, I am pleased to read you enjoyed your stay and Christmas Party at the hotel. I will pass your comments onto the team who will be thrilled. We look forward to welcoming you back in the future. Kind regards General Manager

"Night away "

5
514daven, Leominster, United Kingdom 30/11/2021

Visited for a night with the family. Was very impressed. Had to postpone and the hotel were excellent about rescheduling our stay. Rooms were great. Ours had been refurbished recently. Bar food was excellent. Breakfast good as well. Spa was superb, very friendly and helpful. All staff were excellent. Lovely stay and will hopefully be returning

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for taking the time to complete your review, I am pleased to read you and your family enjoyed your stay at the hotel. I will pass your comments onto the team who will be thrilled. We look forward to welcoming you back in the future. Kind regards General Manager

"Great stay!"

5
846katem, Cardiff, United Kingdom 27/11/2021

We had a great time in the Heronston Spa last night. We had a room on 4 in a quiet location nearer the back which was nice and we had our own balcony. Rooms are clean and cosy. Food in the bar was lovely, breakfast was beautiful and the staff are nothing but polite and friendly! Will be back soon for another night away. Spa was very nice and relaxing!

"Renovations"

4
paulagG2247ZE, Pembrokeshire, United Kingdom 27/11/2021

We often stay at the Heronston Hotel. This visit it was lovely to see that the hotel had been upgraded a little with newly decorated room, new restaurant and function room. As always our stay was lovely though this time we were unable to charge our food and drink to our room without authorising a card with reception. We did not have a physical card ( we were using Apple Pay) and asked them to just authorise the card on our account but they were unable to do this. This meant paying separately every time we had drinks and food, which was just inconvenient as a resident in the hotel. Having to sit and wait for the bill after dinner ( which the girl forgot to bring us) just wasn't the usual relaxed feel we have previously had at the hotel. Staff as always were friendly, polite and accommodating, accommodation and food all first class.

"Perfect location for a family holiday"

5
User 21/11/2021

Lovely, spacious and clean family room, for a family of 6 (kids 16,15,8 and 6) Pool and breakfast spot on. Staff very friendly and helpful. We will definitely come back. Plenty of choice for breakfast, and very tasty. Bar prices reasonable and good service.

"Mrs Linda Williams"

5
User 15/11/2021

Our stay was due to a surprise for my husbands birthday. We couldn't of asked for a better weekend. Room was very clean, staff friendly and nothing seemed too much trouble for them. Food was excellent with plenty of choice. Overall experience was excellent, very satisfied with our stay. Thank you everyone at best western, heronston. We will definitely come back. Keep up the great work

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am please to read you had an enjoyable stay and thought the food was excellent. I will pass your comments onto the team who will be thrilled, which just leaves me to wish your husband a very happy birthday. Look forward to welcoming you back. Kind regards General Manager

"Great staff"

4
User 15/11/2021

The place is being renovated at present, but please do not let that deter you from staying. The staff were brilliant, friendly, did everything you asked from them and we will certainly be staying there again. Plenty of parking which is also great to know.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, We are pleased you enjoyed your stay. I will pass your kind comments onto the team and we will all look forward to welcoming you back in the future. Kind regards General Manager

"Comfortable hotel with a great restaurant"

4
User 12/11/2021

Nice clean hotel, very comfortable room, and the food in the restaurant was excellent. Good wifi signal on my phone cut wouldn't connect to my laptop which was a little inconvenient. Staff were friendly and helpful though one waiter seemed to think that masks are to keep your neck clean rather than to protect guests from Covid infection. Room was overly warm and lowering the thermostat had no effect but generally the room was very comfortable. Would stay again if in the area.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you had an enjoyable stay and thought your restaurant meal was excellent. I will pass your comments onto the team, and we will look forward to welcoming you back in the near future. Kind regards General Manager

"Miss L Evans"

2
User 11/11/2021

Pool and spa was nice however was not impressed at all with the food from the bar. Paid £30 for food that was extremely poor quality. Had better food for lunch from Wetherspoons. Was an extreme disappointment as my partner and I were both very hungry. He ordered a burger, chips were nice but the burger looked extremely poor quality and cheap even though it wasn't. My Turkey sandwich however consisted of a slice of processed turkey from the supermarket in between two slices of bread smeared with stuffing/ glue smeared with butter. Very disappointed having high expectations from the hotel and having paid quite a lot for these meals. Ended up having to order a dominos which was very nice and did meet expectations. Our visit would have been a lot better if we had not even attempted a trip to the bar. Spa was nice though :)

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am happy to read you enjoyed the spa and pool. I am sorry to read the meal did not meet your expectations I will investigate this further as we usually have very good reviews concerning your food and service. I hope you will return again in the future. Kind regards General Manager

"Lovely"

5
User 27/10/2021

Lovely hotel and friendly staff. The hotel location was great, close to the coast, lots of castles, an outlet centre and lots of restaurants and pubs! The spa was a real treat, the pool and jacuzzi were lovely and warm (unlike other spas I've been to before). You did have to book the pool in advance but we never had any problem finding a slot!

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you had an enjoyable time at the hotel. I will pass your comments onto the team who will be thrilled. We look forward to welcoming you back when your next in the area. Kind regards General Manager

"Please don't waste your money!"

1
User 25/10/2021

Please do not waste your time or money booking this hotel, the room I was given was nothing short of appalling, dirty blood stained bedding, dirty toilet, dirty furniture and the most disgustingly rank carpet I have ever had the misfortune to tread on. As soon as I entered the room I rang reception to let them know that I was not going to be staying in this room and I wanted to be moved I was told I had 2 options because they were fully booked, go and get a full refund which would take 3 days to credit back into my account or stay and receive £20 off my next visit….next visit hahaha I think not I would never stay in this hotel again so after some exchanged words between myself and a receptionist who thinks she owns the hotel and a Deputy Manager who said there is nobody above her so not quite sure why she has deputy before manager but there we are I was told under no circumstances that I could be moved and was told that the room I was given had been upgraded and when I questioned that I was told it had a new headboard so after some thought of taking that off the wall and sleeping on that I decided to take the refund and leave, I managed to find a beautiful b&b just down the road so please give this place a very wide berth unless of course your staying for Halloween then it would fit the bill perfectly.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am sorry you were not happy with the room you booked. As stated by the deputy manager at the time, the last time you stayed you received a complimentary upgrade to one of our superior bedrooms which was not available on this occasion as the hotel was fully booked. The standard bedroom you stayed in has however had new carpet, bed, chairs and headboard plus been painted within the last few months so I am surprised at your comments. I hope you will stay again in the future and book the superior bedrooms you like so you will not be disappointed again. Kind regards General Manager

"Such a disappointment"

1
GillW64, Port Talbot, United Kingdom 12/10/2021

Went to a family members wedding which was held at this hotel. Definitely not worth the money. The room was dated. The carpets in the passageways were absolutely a disgrace. The bride had to walk through wood chippings that hadn't been cleaned up from workmen. Wish I had stayed at a B&B.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am sorry to read you were disappointed with your stay. I know we are having work done at the hotel and on this day the workmen were on site, I apologise if the Bride walked through this area, the work however is being completed in a completely different part of the hotel to the function room and bridal suite which were in use. I hope you will stay again once our refurbishment is completed. Kind regards General Manager

"Nice hotel with friendly staff"

3
User 08/10/2021

A typical BW Hotel with friendly staff. Very nice restaurant but limited vegetarian options. Swimming pool has very nice lighting and there is also a gym. There was a problem with hot water in the morning so little disappointed with a cold shower.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, pleased to read overall you had a good stay. The issue with the hot water was rectified on the morning of your departure, I apologise for the inconvenience to yourself. We look forward to welcoming you back in the future. Kind regards General Manager

"good hotel"

4
User 06/10/2021

The hotel was very clean. Pool was shut which was very disapointing! The food was nice in the restaurant and breakfast ok . There could have been more of a selection for evening dinner and was a bit expensive but nice. Overall good stay i had a lovely garden room !

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you enjoyed your stay. I apologise for the swimming pool being out of action during your stay due to a maintenance issue, this has been rectified and all facilities are up and running. We look forward to welcoming you back in the future. Kind regards General Manager

"Good base"

4
amandan884, wolverhampton 03/10/2021

I stayed here with 5 friends we had 3 queen rooms with 2 in each room. The rooms were very large with a pull out sofa bed in each room. The rooms were really clean and had a little patio door which let out into the garden. I can't fault the cleanliness of the rooms at all. The carpets in the hall ways are in need of replacement as very dirty but I think they are doing up the hotel bit by bit. Food here was lovely and massive portion size. Breakfast was a good choice and all the serving staff in the dining and bar areas are very friendly and helpful. The drinks are quite expensive and the bar area can get packed if there is a wedding on like there was on our stay. The only downside to our stay was the issue with the spa as when we tried to book we were told we could only have a half hour slot which is silly being as we booked this hotel to enjoy the spa area and relax. The jacuzzi was broken so we couldn't use that. Overall it's a good hotel for what we paid.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you and your party enjoyed your stay. I will pass your comments onto the team and we will look forward to welcoming back to the hotel in the future. Kind regards General Manager

"Not very good"

1
User 26/09/2021

Disappointed with the stay to be honest.. it's supposed to be a spa hotel and there was no facilities working. We weren't told this until arrival which if we knew we wouldn't of booked and paid £170 we wanted to go there to relax which resulted in us ending up doing nothing except spending money at the bar. Drinks expensive and not Good quality brands of drink .. out of stock of most food.. eg steaks on a Saturday night. Only one they had an recommended didn't have a price but when the bill come it was £30 on its own for the steak if you wanted chips or mash with it was an extra 3.25 also the sides etc... the hotel was under reconstruction also.. not much food preparation for breakfast as you had to wait for what you wanted when everything else was laid out ready.. only thing I can say was good is the greeting from reception welcoming and the staff at the restaurant but also one member is 16 so couldn't serve alcohol and had to find someone every time to serve us which would take 10-15 mins at a time. Over all we wouldn't ever stay again

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am sorry you felt disappointed with your stay. I understand that we tried to contact all guests prior to their arrival concerning our pool being out of order while we are awaiting parts. If we were unable to contact you then I apologise for this. I hope you will return again in the future and be able to use all the facilities the hotel has to offer. Kind regards General Manager

"Beautiful stay"

5
Twinmum08, New Tredegar, United Kingdom 25/09/2021

Beautiful hotel .. amazing service would definitely come back here again .. highly recommended. Thank you for making mine and my partners stay so enjoyable. The food was absolutely beautiful with a nice selection the hotel was spotless and plenty of parking space

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you enjoyed your stay. I will pass your comments onto the team who will be thrilled. We look forward to welcoming you back in the near future. Kind regards General Manager

"Very Disappointing"

2
cherylk464, Sheffield, England, United Kingdom 20/09/2021

This hotel is very tired and showing its age. I remember this hotel when we lived in the area 30 years ago and it was a lovely hotel. Our room was clean but quite scruffy. The floor squeaked and I pity anyone in the room below. The bathmat was grotty. The basin taps didn't work very well. We had a two night stay and on the first morning our room wasn't serviced. The tea and coffee wasn't replenished and the bins weren't emptied. Our room was on a corridor which is undergoing renovation, so I don't know why any rooms on that corridor were still in use. We wanted to use the swimming pool after the allotted check out time but told we couldn't. The public areas are very dated. The breakfast was OK but know more than that. All in all a very disappointing stay.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am sorry to read you were disappointed with your stay. The hotel is currently undergoing an extensive refurbishment programme, with 50% of the standard rooms completed, all the superior bedrooms plus the restaurant, Heron room and Ibis Court Suite. The refurbishment will continue until all rooms and public areas are completed. I hope you will stay in the future in one of our newly refurbished bedrooms. Kind regards General Manager

"Great for Coach Parties!"

5
Modigli, Dorset, England 20/09/2021

We brought a group of 47 to the Heronston for a Long Weekend, and had a great time. We were seated in separate areas for breakfast and dinner, and served by very friendly and helpful staff. Covid precautions were very well observed, with waiting staff wearing masks and access to the Leisure area limited at any one time. The catering for such a large group was excellent, with very tasty food being served quickly and efficiently. Would definitely recommend.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased you all enjoyed your stay. I will pass your comments onto the team who will be thrilled. We look forward to welcoming you back in the future. Kind regards General Manager

"Disappointed"

3
User 19/09/2021

Very disappointed with our room hard to flush the toilet cobwebs all over the windows they hadn't been cleaned for years ,we had booked a time slot for breakfast we were told we had to sit in bar area we were the only one s people came after us and went straight into dining room

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am sorry to read you were disappointed with your stay. I will pass your comments onto the appropriate teams. I hope you will return in future. Kind regards General Manager

"Like staying at my grandmothers, if my grandmother hated me"

2
User 19/09/2021

The room was incredibly dated, in terms of furnishings. The curtains wouldn't close properly, and the fabric was truly tragic. The faux leather was peeling off the red chairs, and there was a spider in the corner of the room. When I returned to the room late at night I realised that the main light had stopped working. After flushing the toilet it would drip as though you had left the tap running, and the tap itself deposited scalding water making it difficult to wash your hands properly lest you melt the flesh from your bones. I didn't have a table for breakfast, despite booking a slot, and had to sit outside of the restaurant in the drafty lounge. The continental selection was lacklustre though the hot offerings were tasty enough. If you want to get a drink then I hope you have plenty of time on your hands because the bar isn't constantly staffed. You could easily wait half and hour to be served. There was also numerous signs claiming it was cash only, when of fact the signs were just outdated. It was not a comfortable stay, and definitely not worth the £120 odd pounds I was changed. I had family staying in the hotel at the same time who had newly refurbished rooms. They had a lovely time. I did not, despite paying the same price. From my point of view I was robbed.

"Extremely poor wifi and phone signal"

1
piercelan, Bridgend County, United Kingdom 18/09/2021

Your best choise if you are trying not to answer a call or replying email. You will be staying away from the internet world and enjoying your wonderful TV shows all night. If you try to call or find someone in reception desk, I suggest you try harder.

"Great price, Great Spa, Awesome location near the beach."

5
chriscatlin4, Bristol, United Kingdom 16/09/2021

The hotel was very quiet and perfectly situation near the beach. Very well priced with a full breakfast. Staff were helpful in difficult times ( Covid) I would certainly visit again as the route is easy to get to. Great mid-week get-away for couples.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am please you had an enjoyable stay . I will pass your comments on to the team who will be thrilled. We look forward to welcoming you back in the future. Kind regards General Manager

"3 day break in Bridgend"

3
roger g, Stafford, United Kingdom 14/09/2021

Generally enjoyed our stay. Hotel room was large , modern and comfortable. Only 2 issues I would raise in need of attention. Stayed in room 45 which was a free upgrade, as stated room was fine, but disturbed early each morning by guests in room above banging about. Breakfast disappointing, no option to have an omelette, staff inattentive, had to ask for tea, coffee etc. Also unable to get breakfast this morning as arrived at 09.00 am and was told sorry we finish at 08.30am which is fine for business guests, but way to early for guests on a relaxation break who are in no rush to get up.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am pleased to read that overall you enjoyed your stay. I apologise our team at breakfast were not as attentive as they should have been, they are a young new team and are continually learning. We look forward to welcoming you back in the future. Kind regards General Manager

"Very good"

4
eileenmcgreal, London, United Kingdom 13/09/2021

Nice hotel and room - helpful staff - lovely gym and pool area - very good breakfast though had to have quite early due to covid I guess. Parking easy - 20 mins walk into Bridgend- close to Swansea or Cardiff and lovely beaches.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you enjoyed your stay. I will pass your comments onto the team who will be thrilled. We look forward to welcoming you back in the future. Kind regard General Manager

"Six night break s"

4
User 10/09/2021

The staff at this hotel were generally very friendly & helpful especially the waiters working at the bar. The pool also was the best I've been to in a hotel in the UK but I could have done with longer than half an hour. Overall we would use this hotel again. It's conveniently placed for visiting around locally.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, i am pleased you enjoyed your stay and found our team to be friendly and helpful. We look forward to welcoming you back in the future and to spend more time in our pool area when guidelines are reduced again. Kind regards General manager

"Amazing hotel great with children with disabilities"

5
User 07/09/2021

Absolutely amazing service and experience fantastic if there's a problem and catered to our needs very well differential be stay again and now book a wedding there clean and tidy place with very friendly and polite staff

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review I am happy to read you enjoyed your stay. I will pass your comments onto the team who will be thrilled. Many thanks General Manager

"Visiting hotel and area for tour planning ideas"

5
User 06/09/2021

Room was modern and had recently been refurbished. Used the pool whilst at the hotel which again was superb. Food good and service levels high. There was a wedding taking place on the Saturday night but it did not affect or distract me. Superb location for touring the local South Wales area

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review. I am pleased to read you enjoyed your stay. I hope we can be of assistance in the future. Kind regards General Manager

"Spa break"

4
User 04/09/2021

It's clear to see there are renovations on going in this hotel but the things that have been done really look fantastic. The updated rooms are great although the extractor fan in the bathroom was quite loud at night. Staff were all fantastic. Pool was beautiful, shame the hot tub was out of order. Best part of the visit for me was the massage, was definitely something I would return for. Bar meals weren't the best but breakfast made up for it. Everything about breakfast was lovely. Overall I really lovely night if you're able to see past the ongoing refurbishment.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am happy to read you had an enjoyable stay and in particular loved your massage. I will pass your comments onto the team who will be thrilled. Next time hopefully all refurbishment will have been completed and our new restaurant is now open with a completely different menu. Kind regards General Manager

"Herenstone"

4
User 04/09/2021

Thought the price was a little steep as my previous stay was £15.00 cheaper per night. Everything else was ok - particularly the breakfast choice which was both healthy and reasonable . The staff were very pleasant and helpful.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you enjoyed your stay. I will pass your comments onto the team who will be thrilled. Please do keep am eye out for special offers which will offer you discounts during your stay and if your on Facebook please do like our page. We look forward to welcoming you back in the future. Kind regard General Manager

"Tired, unkempt and in need of major TLC."

2
User 31/08/2021

We booked a 4 night stay to visit family, having seen the hotel from the main road before we had high hopes. The hotel has so much potential and I'm sure once upon a time was a real impressive place to stay, but the tired decor and damp smell throughout the room was enough to keep us out of our room as much as possible - decor definitely reminiscent of The Overlook Hotel! On arrival staff were friendly, and efficient. We found our room with ease with the directions provided, it was clear to see that the area of the hotel complex we were staying in was in need of updating, the further you walked the more you felt you were going back in time. The family room consisted of two bedrooms and a bathroom. The damp smell and lack of ventilation was overwhelming. The decor was dated, curtains were falling down and there was a lack of pillows and towels. I immediately headed out to the local supermarket and stocked up on cleaning products, disinfectant and air fresheners. After a decent clean up of the bathroom (which was filthy given the dirt I managed to get out of it) the stench lifted and it was bearable. Given the location being so close to the beach and having a pool (and being geared towards families) there is limited space to hang damp towels and swimming costumes. I hung them all over the rooms to try and air them. It wouldn't have been such an issue had the housekeeping visited to replace the towels, but they didn't. We had to ask for new ones at reception each day. In fact, the supplies (coffee, clean cups etc) were not tended to either. So quite quickly the pile of damp towels built up, along with overflowing bins. We have a child with special needs and so the bin situation was a particular problem as was the lack of toilet roll as it wasn't replaced (we had to go to the shop to stock up on toilet roll). We asked if the room could be tended to several times, but it never was. There was a strong smell of marijuana throughout the landing outside our room (despite my best Mrs Hinch cleaning efforts), and the noise echoing from outside and around our apartment was enough to keep us awake. (Loud music playing from a neighbouring room, shouting and screaming, banging etc - sometimes there was so much banging it sounded like fireworks) Breakfast was served in a room that had benefited from a refurb, but again ventilation was very poor. The temperature in the room was like a sauna, one lady waitress kindly offered the air conditioning to be switched on for guests but was challenged by the more senior male member of staff for doing so. Fortunately she won that little battle and it provided relief. The lad spooning out the buffet breakfast was very overwhelmed with basic tasks. The breakfast presentation left a lot to be desired, with things thrown onto one another and, the worst part, he kept dropping utensils on the floor and reusing them. We didn't eat much after this point on that particular morning! Reception staff were friendly but only two appeared to know what was going on. Room service looked like it was available on the website 24 hours, but there was no information in the room. When it came to the point of us wanting to use this service it would have meant leaving the room to order, which defeats the object of ‘room service'. There was no information at all about the stay or the area in the room, which is quite unusual even in a Covid times. The rooms that appear to be advertised are not representative of the rooms we saw (both ours and those with doors open that we saw as we walked past) It's a real shame as the space provided us so unusual and for large families it's essential. I'd like to say we would be back as the location and space is ideal. But I'll make sure to bring my own cleaner, plug in air fresheners and noise cancelling headphones next time and we will dine somewhere else for breakfast!

"Poor value for money"

2
User 31/08/2021

Some rooms refurbished but cold in August, and laminate flooring made it noisy from room above. Heated towel rail didn't work so wet towels entire stay. Rooms not made up because of Covid (other hotels manage!) we were not told this at check-in. Other bedrooms depressing. Had to pre-book to use Pool but few slots available. Staff were friendly and helpful - not enough staff- good breakfast and well organised.

"Great location and facilities"

4
User 28/08/2021

Great value for money with excellent facilities great location for sight seeing.Staff are very friendly and helpful and there is plenty of onsite parking. Hotel is in middle of renovations so some communal Areas looking a bit shabby but the main receipts don't the bedrooms are excellent. You can hear quite a bit of noise but didn't really bother us. Only slight criticism is we had no WiFi reception said it was our device but the smart TV also had no connection. I did some checking and it was a router issue but we failed to resolve issue. Not the end of the world but hard work when travelling with kids who rely on tablet for entertainment. Would definitely stay again.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased that overall you had an enjoyable stay and would return again. I am sorry the WIFI in your area was not fully operational, I will call our WIFI contractors out to look into this. Kind regards General Manager

"Lovely place"

4
User 25/08/2021

The hotel and staff were lovely. The issue is that it is currently undergoing renovations which happened to be the room directly above mine and they would not move us. Also, my room me was out dated, the light switches and sockets were dangerously faulty but I would still stay there again....just in the newer rooms and only once the renovations were completed

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am pleased to read you would like to stay with us in future in one of our newly refurbished bedrooms. We to are excited to see the refurbishment completed and looking forward to this time. We look forward to welcoming you back in the near future. Kind regards General Manager

"Flawless"

5
User 24/08/2021

Thoroughly enjoyed our stay from start to finish. The spa, the hotel room, the breakfast, the staff were all to a high standard. The staff couldn't do enough for us and it was definitely what myself and my friends needed after lockdown. Shall definitely be returning.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you enjoyed your stay with us and thought it was flawless. I will pass your comments onto the team who will be thrilled. We look forward to welcoming you back on your next visit to the areas. Kind regards General Manager

"Family room"

5
Emma B, Staunton, United Kingdom 22/08/2021

Bathroom and pool were absolutely beautiful. We had a lovely time and will definately be returning- staff were very welcoming and nothing was too much trouble. Ben at the front desk needs a special mention, he went out of his way to ensure we had a comfortable stay from the moment we checked in. The towels for swimming were nice and warm which made us feel special. Breakfast was lovely the only grumble was the quality of the sausages! Thankyou for a lovely relaxing break :)

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you enjoyed your stay. I will pass your comments onto the team who will be thrilled especially Ben! We look forward to welcoming you back soon. Kind regards General Manager

"Great Hotel"

5
Iqra2021, Cardiff, United Kingdom 19/08/2021

The staff were lovely and we loved the spa, amenities and everything about the hotel. Really nice place to stay and easy to get to the station, a wonderful trip overall! We'll definitely be coming back.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you enjoyed your stay and will definitely be returning. I will pass your comments onto the team who will be thrilled. We look forward to welcoming you back. Kind regards General Manager

"Family holiday"

5
User 13/08/2021

This hotel is definitely something for the price! The rooms are a bit dated but the pool and other facilities make up for it! We really enjoyed our stay, staff is lovely and breakfast very nice too! Our boys absolutely loved the pool every evening after our daily exploring the local area. Thank you very much! 100% recommend!!!

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you enjoyed your stay and would recommend us. I will pass your comments onto the team who will be thrilled. We look forward to welcoming you and your family back in the future. Kind regards General Manager

"Amazing stay"

5
viosicrimatei, Long Eaton, United Kingdom 10/08/2021

We booked 2 newly refurbished superior queen rooms which were a good size for a family and very clean. The swimming pool was very clean and they had availability for when we wanted to use it. The breakfast was good and the staff was very helpful and dealt with all of our requests. The Front Desk were very helpful and offered great customer service. We will definitely use this hotel again and we will recommend to family and friends.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you enjoyed all areas of your stay. I will pass your comments onto the team and we will all look forward to welcoming you back in the future. Kind regards General Manager

"couldnot be satisfied enough, need more improvement"

2
User 09/08/2021

beds and all furniture are in poor condition. less staff to help, towel out of stock while go for swimming, bedcover, carpet were not clean enough, few items in breakfast and so many. Staffs are not welcoming enough. we didn't get accurate service according to money.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear guest Thank you for your review I am sorry to read you were not fully satisfied with your stay. I am surprised at your comments especially about the team not being welcoming as this is something we pride ourselves in and have lots of positive feedback about. I will look into what has happen during your stay to see why you did not feel this way. I hope you will return in the future so we are able to show you the true standards of the hotel and its service. Kind regards General Manager

"A week away in Wales"

5
ianbooth1, Liversedge, United Kingdom 08/08/2021

We spent a nice eight nights at the Best Western Heronston Hotel and Spa. We initially stayed in a superior room which was clean and modern with a massive bed. The only drawback was a laminate floor. This proved noisy when the guests above us dragged furniture around and stomped in the floor late at night. We were later upgraded to the Bridal Sweet which was lovely. The breakfasts were nice with choice of fruit and cereals, a cooked breakfast and toast. The evening meal menu was limited but the food was good. All probably due to the impact of Covid. Most nights we ate in the bar area as the restaurant was closed. This was nice and cosy though. We had four treatments in the Spa which was nice and relaxing. The Spa was clean and well run with excellent staff. We went for a facial and massages. All the staff were friendly and helpful. If back in the area we would stay here again.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you had an enjoyable stay and if in the area you would return. I will pass your comments onto the team and we will all look forward to welcoming you back in the future. Kind regards General Manager

"A great stay"

4
Kimberley D, Cardiff, Wales, United Kingdom 08/08/2021

My husband and I have just returned from a lovely over night stay at this hotel. As some of these reviews state the hotel is in need of some refurbs, particularly the reception area and hall ways. However the bar area and restaurant is lovely. We noticed the restaurant has recently been complete since the last time we stayed here over 18 months ago. We stayed in one of the best rooms at the hotel and I'm a firm believer that you pay what you get for. Our room was fantastic, a big super king deluxe bed. One of the best nights sleep I've had in a very long time. Nice big tv on the wall, kettle, fantastic power shower and most importantly for us it was spotless. The spa was also lovely and clean. Well managed with time slots ect. Lovely dim moonlights. Overall we really enjoyed our stay! And would happily go back again and pay a little extra to stay in the high end rooms as we did this weekend. Thank you to the staff for making us feel so welcome!

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you had an enjoyable stay. I will pass your comments onto the team and we will all look forward to welcoming you back. Kind regards General Manager

"Lovely stay for business"

5
katiereid92, Talgarth, United Kingdom 06/08/2021

The room was lovely. I had a super king size bed a sofa and a large smart TV, not sure if the apps worked as I just watched free view. Staff were really friendly and helpful. I ate in the bar both nights as the restaurant was not open due to COVID. The food was good, small menu. I assumed this was due to COVID. The hotel was modern and clean.

"Slightly disappointed"

3
User 04/08/2021

Ill start by saying the staff were amazing and friendly but, I have used this hotel on various occasions for work and have never really had a problem, this time though I was in a single bed where I could feel springs and the room wasn't overly clean, I asked to move rooms and was told no. Some of the food was clearly just warmed up in the microwave and didn't look appetising. Asked for my steak rare got it well done and the lasagna was just warmed up and not fresh. I understand that the hotel is going through a massive refurbishment at the minute but my colleague who paid £5 less got superior room.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for taking the time to write a review. I am sorry to read you did not fully enjoy your stay. The hotel has been fully booked on numerous occasions within the last month and therefore room moves have not been possible during these occasions. Lastly, the complimentary room upgrades are given at random your colleague was lucky enough to have received one but unfortunately these are limited. I hope you will return in the future possibly to stay in one of our newly refurbished bedrooms. Kind regards General Manager

"Fantastic week away"

5
KayleighJ502, Falkirk, United Kingdom 31/07/2021

Thank you to everyone at Heronston Hotel and spa. We stayed here for a full week, 2 adults, 1 child and our dog and loved every bit of it. We were placed in one of the older rooms which I understand with the dog, also I seen a lot of refurb happening and it's Beautiful. Spa and pool were fantastic, bar staff couldn't be any more helpful and I wish to say a special and massive thank you to RIA and BEN for all of their recommendations and help throughout our stay they truly made us feel like guests. I would 100% return again!!! After a long 7 and half hours drive from Scotland they ensured that we were truly looked after. Thanks again guys!!! Xx

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you thoroughly enjoyed your stay. I will pass your comments onto the team who will be thrilled. Thank you for choosing us to enjoy your holiday and we look forward to welcoming you back. Kind regards General manager

"Spa Weekend"

5
SuzanneH1496, Bridgend, United Kingdom 24/07/2021

Heronstone Bridgend What a great night x food great x rooms were awesome x spa was lush x Mark and Deanne were very helpful x totally recommend this hotel x well worth the money x not expensive at all x

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, Very pleased to read you had such a lovely time. I will pass on your comments to the team you will be thrilled. Kind regards General Manager

"Worse than bad"

1
mitchgreenhalgh, Barnsley 24/07/2021

If you want to feel like you've time travelled to the 19th century then boy is this the hotel for you! Rock hard bed, hard flat pillows, dusty and run down, toilet didn't flush, fan noisy, plug sockets don't work and towels smelt fusty. I was almost tempted to make the 5 hour drive home after my shift just to avoid staying there. It would have been impossible to stay more than one night.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am sorry and disheartened to read you did not enjoy your stay. The hotel is undergoing a full refurbishment with all superior bedrooms complete and 50% of the standard bedrooms. However we endeavour to keep all our rooms clean and maintenance free. Our laundry is supplied by an outside contract and is laundered freshly and delivered daily. I hope you will return in the future and stay in one of our newly refurbished bedrooms so we can change your opinion of us. Kind regards General Manager

"Hunger and headaches"

1
Foxpr, Northampton, United Kingdom 23/07/2021

Room smelt of strong wet paint smell, bar service was the worst I've ever experienced.If your looking for a good diet then stay there because you'll be waiting for food forever.Really can't see how it can be a BW plus! Breakfast was of poor quality. Much better options out there,I'll learn from my own mistakes.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am sorry to read you did not fully enjoy your stay at the Heronston. It is always our endeavour to ensure all guests have a lovely time and leave happy. I am sorry if you experienced a wait for your meals during your stay, I hope you will give us the opportunity in the future to restore your faith in the hotel, possibly when our refurbishment is complete. Kind regards General Manager

"Fantastic stay"

5
User 23/07/2021

We stayed in room 42, stunning room. The room had everything we needed, was spotless, spacious and cool. (Even in this ridiculous heat!). There was a fan in the wardrobe too. We slept very well. We had a back neck and shoulder massage which was lovely and the girls were fantastic, very friendly. We had a meal in the evening and it was very nice and a good choice of food. All staff we very friendly and helpful, Ben especially was “lush”. Cannot wait to go back.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, we are pleased you enjoyed your stay fully. I will pass you kind comments onto the team, who will be thrilled. We look forward to welcoming you back in the near future. Kind regards General Manager

"The worst hotel my imagination is capable of picturing"

1
D7075NBtomf, London, United Kingdom 17/07/2021

Some of the new rooms seem alright. The old ones are not suitable to house a human being. Sleeping in a 50 degree room which hasn't been updated since 1985 is surely a breach of human rights. They couldn't even change the room for me, but they clearly knew it was unacceptable and just offered me a fan. If I'm offered a full refund I still would not be ok with what I've been subjected to. Genuinely the worst hotel I've ever stayed at

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, As you have mentioned the hotel is going through a complete refurbishment which will see all bedrooms updated, plus the remaining public areas. I am sorry your stay was disrupted by the heat wave we are currently experiencing, this is the first time Wales has received an Amber warning for the temperatures, which does make thinks uncomfortable. I apologise for this and con confirm we have purchased fans for all bedrooms. Kind regards General Manager

"Afternoon tea"

1
User 13/07/2021

Very disappointed with afternoon tea at Heronston Hotel Bridgend, had to choose one sandwich which was a doorstep, crusts still on, tiny pieces of traybake cake, small scone and a dried out tartlet. Not told when I booked that we had to pre-order a pedicure even though we were having a manicure. Manicure not a good job, very rough and lumpy. After speaking to management we did have a pedicure which quite frankly was extortionate. Hotel looking very rundown and unloved. Can't fault staff, they were excellent.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am sorry to read you were not fully satisfied with the spa day at the hotel and surprised by your comments as you did not book a manicure but a file and gel polish on your finger nails which was part of the spa day package. As you have stated you did not book additional treatments at the time of making your reservation, but asked during your treatment for extra treatments, the therapist was correct in stating she was unable to do additional treatments at the time as the spa was fully booked. It is only by chance that when speaking to management we had received a cancellation so could book you in for again a file and gel polish on your toe nails - not a full pedicure, which was charged at the standard tariff. I know you asked about OAP discount but unfortunately we do not offer this as our tariff is very competitively priced. Our afternoon tea which is part of the spa day package, we do ask you to choose your sandwich filling so that you have the sandwich you prefer and we make all the mini cakes and tartlets on site - I am sorry if this was not to your taste, but we usually have really good reviews on our afternoon tea. I hope you will return in the future when I am sure you will have a lovely relaxing day and will remember to bring your swim suit. Kind regards General Manager

"Business Stay"

5
chstwarrior, Kingston-upon-Hull, United Kingdom 11/07/2021

Had a newly refurbished room and was superb, great breakfast and well run under Covid eprestrictions, did not use the sap facilities. Staff were excellent and as a frequent hotel stayer very happy with the level of service. Hotel close to centre as well so ideal for Bridgend and the Ind Estates locally.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you liked our newly refurbished bedrooms. I will pass your comments onto the team who will be thrilled. We look forward to welcoming you back on your next business trip to Bridgend. Kind regards General Manager

"Average at best.."

3
JoshPearson, Bury St. Edmunds, United Kingdom 05/07/2021

We recently stayed at the Heronston Hotel & Spa attending a wedding. Upon arrival, we were surprised by the venues somewhat tired looking exterior but upon stepping into reception we were pleasantly surprised. Our room was (fortunately!) based on the recently renovated side of the hotel. However, other wedding guests reported the "older side" to be less than agreeable! The gym, swim & spa facilities were very good.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, as you have mentioned the hotel is in the middle of a full refurbishment which will see all aspects of the hotel updated. I happy to read you liked your newly refurbished room. We look forward to welcoming you back in the future. Kind regards General Manager

"Best Western Heronston"

2
User 05/07/2021

My room was uncomfortably small, smelly old carpet and unclean. The rate i was being charged was considerably more than my daughter was paying for her room, which was modern, spacious and very clean. The room rates are not reflected in the quality of the rooms. The manager adjusted the price of my room after I had complained. Be careful when booking as you don't know what you'll get!

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for writing a review, All our bedrooms are either double or twins, your daughter had a complimentary upgrade to a superior bedroom, unfortunately we are not able to do this for all guests. We are currently in the middle of a full hotel refurbishment, all superior bedrooms, 50% of the standard bedrooms, plus our banqueting room and restaurant are complete. We will proceed with the standard bedrooms, reception and bar until the refurbishment is complete. We have a Safe, clean & legal certification with Quality in Tourism and Good to Go with the Welsh Tourist Board. We clean our rooms to a minimum of these standards following each guests departure. We hope to welcome you back in the future, possibly to one of our newly refurbished bedrooms. Kind regards General Manager

"Really nice 2 day break"

4
tdsjjd, Bromyard, United Kingdom 04/07/2021

Staff were great. Friendly and helpful receptionist Natasha. Morning restaurant manager kept everything running smoothly. Waiters/waitresses smart and friendly. Room was a standard refurbished double. Good size. Very smart and comfortable. 30 minute slots in the pool are included. (No extra charge) Major refurbishment ongoing but didn't interfere with our stay. Only downside was the selfish dog owner in room 27 who left their dog locked in their bathroom for hours howling and barking. Hotel staff were unable to locate the owner.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased you were happy with all the services the hotel provided and liked our newly refurbished bedrooms. I am sorry another guests was not respectful towards the bedrooms near them. We look forward to welcoming you back in the future. Kind regards General Manager

"They don't seem to care much about issues."

2
T7009XBneilh, Mountain Ash, United Kingdom 01/07/2021

Checked in online but all the palaver had to be repeated at check-in desk anyway, so that was a waste of time. The room decor was spoiled by a fake marble feature wall which just looked as if the wall had cracked big-time. The worst thing was that the shower could not be turned cool enough to stand under; it was hotter than anyone would be able to stand, and just got hotter the more we tried to adjust it. We reported it to Reception on leaving 0- which was too late - and were just told that Maintenance had been informed. Apart from that we had a noisy fan all day and night, which could not be traced. It was possibly next door. Avoid Room 13 is my advice. Or avoid the hotel altogether, in case the other rooms are just as bad. Finally, if they can afford to give away promotional prices via Groupon, why can't they give partial refunds to genuinely dissatisfied customers?

"Couple weekend away"

3
User 28/06/2021

Lovely cooked breakfast in the nice modern restaurant and the spa facilities were really nice and relaxing unfortunately the rather old and tatty dated room (72) was a bit of a letdown! Only positive about the room was the nice comfortable bed!

"Disappointed. Needs improvement. Would not come again."

2
louisewE9668YH, Margate, United Kingdom 27/06/2021

On our arrival we was greeted by a very helpful, knowledgeable, polite front of house male staff member. He could not do enough for arriving guests. 5 star to him. Sadly we had been spoilt at a 4/5 star hotel the night before so visiting here was disappointing. Our opinions/suggestions for improvement would be - New Beds needed, ours were lumpy/uncomfortable. Linen was stained and damaged in places. Poor lighting in rooms as has no central room light. Lamps were very dim. Plumbing system very noisy, toilet difficult to get flushed. Room door had to be pushed/pulled closed as did not close properly. Although not essential there was tea and coffee in our room but no complimentary biscuits. Not the hotels fault however, children running up and down the corridor, banging on doors at 06:45 made us cross. Not a good start to the day. This also caused a dog (as permitted in hotel) to bark. 2/3 female staff in restaurant at breakfast had long hair hanging in their face whilst serving customers their breakfast. (NOT acceptable) breakfadt was sadly only luke warm to begin with.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review and your suggestions. I will take on board all the points you have raised. I would like to confirm the hotel is in the middle of a full refurbishments, all superior bedroom have n=been refurbished and 50% of the standard ones have been completed along with function rooms and the restaurant which is due to open in July. The refurbishment project continues at speed and we look forward to it being completed. I hope you will return and stay in one of the new bedrooms in the future. Kind regards General Manager

"Heronston Hotel & Spa, Bridgend"

5
Lynette D, Cardiff, United Kingdom 26/06/2021

Our stay was made even better because I had bought it through Groupon and it is definitely the best value stay I've ever booked!! That aside everyone who worked there made a real effort to make our stay a memorable one from the Reception staff to dinning staff and Spa staff!! At the moment the hospitality industry has had a difficult time and I can only say myself and my daughters had a wonderful relaxing stay and felt that every effort was made to keep us safe and happy! Well done to all!

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am happy to read you enjoyed your stay and could see the efforts made to ensure everyones safety. I will pass your comments onto the team and we look forward to welcoming you back. Kind regards General Manager

"Worse night ever"

2
User 26/06/2021

Bed was not comfortable had the worse night sleep ever toilet flush not working properly food was horrible very cheap and over priced staff where nice pool was amazing and the spa was lovely don't think I will be staying there again

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am sorry to read you did not full enjoy your stay. Our restaurant opens from July onwards which I think will have more suitable meal offering for you, all food in the restaurant is locally sourced fresh produce. I hope you will give us the opportunity to serve you again in the future, when we would hope to exceed your expecations. Kind regards General Manager

"Night over"

5
User 24/06/2021

Great service from start to finish the pool and sauna were in use had to pre book which was not a problem evening diner was served in the bar area as the restaurant was out of action due to COVID restrictions good location to designer outlet only fourteen minutes drive away and seven minutes away to Ogmore by Sea for lovely walks

"A weekend stay"

3
davidbarker77792, Hawick, United Kingdom 13/06/2021

Stayed here for a couple of nights, hotel clean and covid secure nice to see staff telling people they needed a face covering. We where on a ground floor room it was tired and the coffee table had a broken leg, bathroom had been modernised so I guess the hotel is in the process of updating. Did not sleep well first night people running around till well after 02:30 slept better the second night although the rooms need sound proofing as you could hear everything from the room upstairs and I mean everything. We ate in restaurant on the first night, truthfully it was disgusting, you need to send you cook back to school, I had pie of the day, it was a Puckka pie with a shovel of frozen chips and a spoonful of tinned peas, I've had better presented and better cooked meals in a transport cafe and half the price. Breakfast was cold both mornings, night 2 we got a taxi and asked the taxi driver for a nice palace to eat she took us to a Toby and I have to say it was 1000% better than the previous night. I've got to say I expected better from a best western this was the 4th hotel on this trip and the previous ones all had restricted menus but food was good and fresh. This could be a nice hotel but it requires a good chef

"120 pound charge for a 40-50 pound experience"

2
User 13/06/2021

Checking in and out was quick and easy. The phone in the room did not work, so I had to call reception on my mobile. Then we were overcharged for room service. We could hear every sound and footstep in the room upstairs which was very loud. It also felt rather disorganised and the room did not look like the one I saw when I booked it.

"Birthday Present"

5
User 06/06/2021

What a fab weekend spending my birthday vouchers with my husband and daughter - pampered by having nails done, time in the pool, having drinks on the decking having a chat with fellow guests and eating lovely food

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you had an enjoyable stay. We look forward to welcoming you back in the future. Kind regards General Manager

"Weekend Stay"

5
User 06/06/2021

Another fantastic stay at this hotel. I booked the hotel for my partner's birthday and to get away somewhere as it's been a long year !! Deanne was amazing and went above and beyond to make our stay perfect, she really is a credit to the hotel. We will definitely be back to stay again xx

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am so pleased you enjoyed your stay. I will pass your comments onto Deanne who will be thrilled. We look forward to welcoming you back again. Kind regards General Manager

"Great Bank Holiday Weekend"

4
User 05/06/2021

Check-in and check-out was speedy, room was clean and spacious although old decorated and a bit tired. We brought our dog with us, and the pet fee was very reasonable. Hotel has perfect location, close to nice pubs, parks, and popular points of interest (Sand dunes, etc). Would most likely visit again.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased you enjoyed your stay and found our location good for exploring the area. By your next visit I would hope our refurbishment would be complete which includes a full refurbishment of all hotel bedrooms. We look forward to welcoming you back in the future. Kind regards General Manager

"Half term happiness"

4
jennifer52johnson, Oldbury 04/06/2021

Good quality room & service; though room was hot with no air conditioning - but a fan was supplied. Excellent staff. Lovely pool and spa and because of covid so much more room/space. Food was good - not excellent suitable family food.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased you enjoyed your stay at the hotel and especially the pool area. Bar meals were available on this visit, by your next visit our newly refurbished restaurant will be open in the evenings with an exciting new menu. We look forward to welcoming you back in the future. Kind regards General Manager

"Great staff, nothing was too much trouble."

4
482janej, Western Ireland, Ireland 04/06/2021

Great stay, wish we had stayed longer. Covid restrictions in place in restaurants and fitness/pool but all booking requirements communicated to us on check in. Room was a bit tired and could do with updating, but was clean and comfortable.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased you enjoyed your stay with us and you noticed all the provisions put in place to keep our guests and staff safe. I would like to confirm we are coming towards the end of a major refurbishment programme which will see all bedrooms fully refurbished, by your next visit this may be complete. Kind regards General Manager

"Our Best Westy by Far"

5
Glenn L, Bradford, United Kingdom 27/05/2021

During our week-long break, my partner and I stayed at three very different hotels. Two were Best Western and one was part of another hotel group. Out of the three we can say with honesty that Best Western Heronston hotel & Spa was the Best. Everything was just right for us - the upgraded room, the gym, the food and,of course, the staff. Particular members of staff who deserves a special mention sre Ben - sometimes seen manning reception or helping out in the restaurant. He is a credit to BW - friendly, knowledgeable, and very helpful. No problem too big or too small. And the young girl who we only saw on reception friendly and with a bubbly personality.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased you enjoyed your stay. I will pass your lovely comments onto the team and especially Ben who will be thrilled. Kind regards General Manager

"Excellent value for money"

5
User 22/05/2021

This was the third time we have stayed at the Heronston hotel and it just keeps getting better. The staff are fantastic and the girls in the Spa are also worth a mention as they provide wonderful treatments. I paid a little extra this time to upgrade to a superior king-size room but if I am honest I really didn't need to as the standard room we stayed in last time was just as nice. As we have now been coming out of lockdown the menu has more selection and the food was outstanding it was very nice. Great to see the restaurant area back open now and serving breakfast which was also very nice. Well done all.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased you enjoyed your stay and look forward to welcoming you back again. Kind regards General Manager

"Amazing as usual"

5
User 09/05/2021

Had a lovey stay at hotel…. I stay once or twice a year… All staff are really friendly and helpful…. The rooms were immaculate and comfy and had a lovely time at the pool and jacuzzi… will hopefully be staying again soon… thanks all at best Weston Lauri and chaurley xx

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Lauri and Charley Thank you for your kind review, I am pleased to read you have once again enjoyed your stay. Its a pleasure to have you stay with us and we look forward to welcoming you back in the near future. Kind regards General Manager

"Really Poor"

1
N9871BPdavidp, Plymouth, United Kingdom 29/04/2021

Really disappointing. Room needed refurbishment and cleaning. Bath had silverfish running around and hair left from previous occupant. Sealant around bath mouldy, patch on bathroom door where there was suppose to be a hook for clothes. Toilet roll dispenser almost impossible to use - looks like something designed to stop rolls being stolen but would be nice to have it free to pull. Bedroom carpet needed a clean. The worse room I have stayed in a number of years and prior to COVID I used hotels at least 3 times a week for business.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am sorry to read you were disappointed with your stay. We pride ourselves on the cleanliness of our hotel and therefore we are disappointed to read your review, especially with all the additional protocols introduced with the COVID guidelines. I wish you had spoken to a team member during your stay and we would have rectified the situation immediately. I hope you will return in the future so we are able to show you the true standards of the hotel. Kind regards General Manager

"Some positives some negatives"

3
TheBFG5, Northampton, United Kingdom 26/04/2021

Stayed here for two nights recently and we were allocated a ground floor room which was spacious and well decorated. Staff were very helpful, and provided us with tea and coffee when we needed it. The only negatives I would say are the noise from people walking in the room above, hearing the next door room having a conversation, and only hot water out of the cold tap. Would I stay here again? Probably but would request a room on the top floor with no neighbours.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am pleased to read you liked your room and thought the team were helpful. I apologise for the disturbance in your room and the issue with cold water, I will investigate this further. I look forward to welcoming you back on your next visit to the area. Kind regards General Manager

"Lovely stay"

5
User 18/04/2021

Looking for somewhere to stay that was local to a beach and luckily this hotel is nearby Ogmore by sea. We had a lovely spacious room. We have 2 small children and the hotel went above and beyond to help us for all our needs. So clean and tidy especially with all the new restrictions around Covid. Hopefully can come back soon when more things open up. Thank you to all the staff, amazing help

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you and your family enjoyed your stay. I will pass your comments on to the team who will be thrilled. We look forward to welcoming you back, especially when the restrictions have eased. Kind regards General Manager

"Vegans & anyone wanting great service stay here "

5
User 30/03/2021

I honestly cannot put to words how amazing this stay has been for me , I've even signed up to TripAdvisor just to let you all know. After informing the hotel of my new dietary requirements ( vegan ) whilst standing in reception checking in I was never going to expect to be accommodated , however staff here headed straight out to buy more then enough for my four night stay. And with variety too which shows care and thoughtfulness, All the staff have done everything it seems to help my stay from adjusting my breakfast menu which I wasn't even aware a vegetarian sausage contained cheese , I couldn't be more happier. Food aside the rooms was clean and cared for I can't wait to stay again and stay when not in a covid lockdown. I'm so happy I really can't heap enough praise to the staff here but hopefully this review will do :)

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am so pleased you enjoyed your stay and are looking forward to your return visit. I will share your review with the team who will be thrilled. Look forward to welcoming you bac in the near future. Kind regards General Manager

"Rich"

5
F6032PZricharda, Wickford, United Kingdom 23/03/2021

This was an outstanding place to stay in these odd times, lovely clean room, everywhere safe, very helpful staff, the evening food gave you plenty of choice and is cooked to perfection, I would book and use again.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you enjoyed your stay with us and thought the hotel was clean and safe. We look forward to welcoming you back in the future. Kind regards General Manager

"Dont"

2
User 17/02/2021

Book elsewhere there are better options. Noisy, bugs in bathroom, allocated wrong grade room on arrival - no heating, internet didnt work. Very dissappointed. Felt sorry for the staff who were trying their best to help.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am sorry to read you were not fully satisfied with your stay. If you should stay in future please do contact reception should you have any issue and this will be rectified immediately. I understand we did have an issue with our internet the night of your stay but this has been rectified so there should not be any issues in the future. I hope you will give us the opportunity to improve your impression of the hotel. Kind regard General Manager

"Amazing stay for amazing value"

5
User 18/12/2020

So happy with our stay. Brilliant service throughout. Would highly recommend. Spa treatment really relaxing. Food lovely and staff could not be more helpful. We relaxed the whole time and can't wait to go back.

"Christmas Breakfast with Santa!"

5
6karld, Wales, United Kingdom 10/12/2020

This event was a huge hit with my 2 boys. For those that are concerned with CV-19 they take all the necessary precautions plus more! The hall has been newly renovated and what a fantastic job they have done! The decor of this place has always been a bit dated but I can honestly say that it looks fantastic now! Upon entry you are greeted by a host dressed as an elf. He put in so much effort and I want him to know that it makes the difference - Da Iawn! My boys loved this guy. He was personable and made us feel welcome! There was coloring pens on the table, crackers, a letter to santa and a postbox to post it. The breakfast was also fantastic, but a minor criticism is that there was no beans. Most children love beans! Santa was also really nice. The kids loved the gifts! All in all, this was well worth the money and the best Santa breakfast we have done. Thank you.

"Great stay"

4
lisalewis2020, Merthyr Tydfil, United Kingdom 03/12/2020

It was a lovely break for my husband and I we really enjoyed ourselves, we would have liked extra time in the pool but due to the pandemic this was understandable, couldn't pick fault with anything great communication from staff!

"Good all rounder"

5
User 24/11/2020

Good location for a bit of shopping at McArthur glen - about 10 minutes away. Or if it's a nice day not far from the coast. Met by friendly reception staff, Dyanne? Well organised especially considering the extra measures needed for Covid Room was spacious and tidy(superior king? Can't fault the place Bar and restaurant is available but can't comment on quality as we didn't use it Would definitely stay here again if it was convenient

"Amazing"

5
User 20/11/2020

Amazing stay once again been here twice this year first experience without any lock down restrictions was amazing, the food well let's say the belly pork is outstanding! We came back last week for just relaxing weekend after my wife had major surgery all government guidlines followed everyone was kept safe shame not all facilities weren't in use be great to get the jacuzzi on with the swimming restrictions and the restraint was having an up lift I did have sneaky peak and it looks amazing definately worth the stay I will be back again!

"Exceptional Customer Service"

5
llnep, Cardiff, United Kingdom 15/10/2020

The customer service at Best Western Heronston Hotel was outstanding. We made the booking with Deanne who was friendly, helpful and attentive. She made the necessary reservations at the best possible price. We were greeted by Paul who was very welcoming, helpful, informative. There is such a lovely atmosphere at the hotel. The room was spacious, modern and immaculate with everything that you could need. The bed is extremely comfortable, there was no outside noise and we had a wonderful sleep. Our room overlooked the pretty, well kept, garden area which was a bonus. The pool and spa area is very relaxing. My husband had a massage and I had my nails painted. The beauticians were experienced and friendly which meant we both enjoyed our treatments. In the evening we had a beautiful meal in the cosy bar area. We had the pleasure of meeting Michael (Restaurant Manager), he made us feel very welcome and was extremely attentive. He definitely made the evening even more enjoyable. We have stayed in lots of hotels/spa breaks but this was definitely the best as we felt relaxed from start to finish. Thank you all

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you enjoyed your stay. I will pass your kid comments on to the team who will be thrilled. We look forward to welcoming you back in the future. Kind regards General Manager

"Excellent customer service!!"

5
User 30/09/2020

Just wanted to express my gratitude to all the staff that work in this hotel, I received fantastic customer service for the time I spent there, I especially would like to single out a gentleman I believe to be called Chipri, he was very attentive and helpful with every query that I took to him, he was very smartly presented and seemed to thoroughly enjoy his work. I will definitely be recommending this hotel to friends or family that are looking to stay in the area.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am so please you enjoyed your stay and will recommend us to your friends and family. I will pass your comments on to the team, especially Cipri who will be delighted. We look forward to welcoming you back. Kind regards General Manager

"Lovely safe stay"

5
User 27/09/2020

I stayed here for a few nights for work, I was met with friendly service at the reception desk every morning throughout my stay. Nothing was too much hassle for the staff here. Rooms were clean and comfortable. The food was nice and good priced. - will definitely stay again.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear guest Thank you for your kind review, I am please to read you had an enjoyable stay, found the staff friendly and rooms clean and comfortable. We look forward to welcoming you back in the future. Kind regards General Manager

"Bad Taste"

1
User 22/09/2020

So, I use this hotel regularly for work, or at least i used to. Just to give you an idea of the frequency, I have spent over £1000 in this hotel in the last 4 weeks. On my last visit (prior to this review) there was an emergency at work and I had to leave quickly. I forgot about items charged to my room and left without payment. Once i realized my mistake i thought "not to worry" I knew it would be a matter of days before I would be back i could pick up the tab then. I arrive for my next booking, I was met with a frosty reception from the young boy on the check in desk who was delighted to tell me that I owed from a previous visit, to which i agreed and was happy to settle. The youth then proceeded to tell me that my credit was no longer any good, and that I could no longer charge additional services to my room (despite the money i had spent in this hotel already this month) I took this on the chin, my own fault, I left an unpaid bill. However the tone and manner to which I was being told immediately left a bad taste of distrust in my mouth. I felt I was being looked down on by a child. So the evening went on, I put my son to sleep and went into the guest lounge to carry on with some work. I missed the kitchen and decided to order food in. After being sat in the lounge with my food for almost an hour i was then approached by the bar tender who told me i would have to leave the lounge by 11pm. I found this an odd request and queried why. At first it was because of restrictions placed on the hotel due to covid. I explained that I have visited many hotels since the viral outbreak and this is the only one with such restrictions. It then changed to "Hotel Policy" I countered that i have stayed in this hotel many times both before and during the crisis and have never once been asked to leave the lounge after 11pm. Then it moved to my food, apparently they have a policy that no food from outside the hotel is to be consumed on the premises. I challenged this for obvious reasons. (if the hotel does not provide food after 9pm how can they expect their guests not to eat? Not to mention i have done this many times before) Anyway it dawned on me that this must be in relation to me leaving an outstanding bill, suddenly I am being treated less than with only half the service, despite me returning to the hotel and clearing the mistake. I found both members of staff condescending and judgmental. I will be using other hotels (to which there are many) in the Bridgend area from now on as will my employees and clients.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am sorry you feel you were treated less fairly than other guests, I can assure you this is not the case. I can confirm that when you arrived in the bar, food was still available and you spoke with the duty manager stating 'you would give the chef a break and not order at 8.55pm and would order a take away instead. This was accepted. It is hotel policy that no food is brought in from outside and as stated to you during your stay we take a blind eye when takeaways are taken to guest bedrooms but these are not permitted to be eaten in the public areas of the hotel, I would say this is a normal procedure for a food establishment and as our duty manager stated in their conversation with you, you would not like people to bring their own drinks to your bar, which you agreed. COVID legislation had changed that week in Wales that bars were to close at 11.00pm and this was expressed to yourself, later that week this changed to 10pm. This is not how the hotel would normally run but during these times we have to abide by the changing restrictions placed upon the hotel. I am sorry one of our team members was required to bring a previous unpaid invoice to your attention, but you booked on the day via booking.com and therefore booked without leaving a card to guarantee your reservation. You have left on this occasion with an outstanding invoice again, which we have emailed you via booking.com I am sorry you feel you do not wish to return to the hotel, but I feel my team work hard to help all our guests and you feel aggrieved because you have tried to push the boundaries of what is acceptable in an hotel environment or any hospitality premises. Kind regards General Manager

"Mr & Mrs Gunn"

5
debigunn60, Wiltshire, United Kingdom 18/09/2020

Firstly thank you for the wonderful service we have just received from all of you hotel & Spa . My husband & myself just had a fanatic 4 nights break. The staff were friendly always happy & nothing was too much trouble. Food was great & service was brilliantly done. The room was clean, tidy & a great size. Even though Covid. 19 is in place they did a great job in making the experience as relaxed as possible. We cannot wait to go back. Thank you once again for a great time & I'm glad I ignored all the moaning people & made our own opinion.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you had a relaxing stay, felt safe with the extra precautions in place and still had a relaxing time - this is our very aim. I will pass your kind comments onto the team who will be very pleased. We look forward to welcoming you both back in the near future. Kind regards General Manager

"My opinion"

4
User 12/09/2020

Although we are in the middle of this covid outbreak I believe this hotel and it's staff are doing an excellent job given the restrictions placed upon them, the hotel is undergoing a refit and you will probably encounter some minor inconvenience but having stayed at this hotel several times in the past I found this to be minimal, I was put in one of the refurbished rooms and was pleased with the new look, I am looking forward to my next visit when it will all be finished and the restaurant is back open

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you can see the effort being made to keep all our customers and staff safe in these trying times. I am also pleased to read you like the newly refurbished bedrooms. Kind regards General Manager

"Leanne"

2
User 02/09/2020

No hot water so couldn't wash hands properly cant have a bath. Food at bar not nice or good value for money. Very noisy rooms could her other guests. I wouldn't not want to be there when they had a party on. I wouldn't stay again. Staff were nice. Pool cold only get 30 minutes and we had to tell.the others in there to leave as it was our time to use which they got funny about. Pool was might to be cleaned at end of day but when my husband went in the next morning items were there from the night before

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review , I am pleased to read you thought the staff were nice, we pride ourselves on the team we have and their friendliness. I apologise for the hot water system not being fully operational during your stay, an engineer was called immediately and a temporary boiler fitted until the new boiler arrived. I am sorry if this effected your stay. With the new COVID 19 risk assessments and social distancing we are limited to the number of guests who access our pool area, this is why we have introduced a booking system and have needed to limit this to 30 minutes swim times, so all guests have a fair opportunity to use the area. I hope you will stay again in the future so we are able to meet your high expectations of the hotel and its services. Kind regards General Manager

"Dated and dissapponting"

2
garethprosser, Cheadle, United Kingdom 01/09/2020

We stayed here for a weekend to meet up with family staying at a local holiday park. First issue was the wardrobe door came off its hinges in our hand. Looked as though it had come off previously but just placed back into position. We notified reception and asked if it could not be fixed just take it completely off which they did quickly. Second issue was the single bed in the family room, my son fell out of bed twice, when we checked it in the morning it seemed to have collapsed on the left side which meant it had a lean. Again we informed reception but more for awareness as we just turned the mattress around so the lean was towards the wall for the remaing night. The room was really dated, looked old, cheap and tired. I have stayed in lots of best westerns through my travels with work. I normally select best western where possible as they have individuality and charm but this room (4) was by far the worst i have stayed in ( best western and probably any other chain). When i booked it looked a good price, when i checked out it felt way over priced. Reception were friendly, you could tell they had probably heard these things a lot. This room is due for refurb in October apparently, i would suggest 10 years too late based on our experience. On the plus side, the pool was nice!

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am pleased to read you enjoyed our pool area but sorry you were disappointed with your bedroom. I can confirm the bedroom refurbishment is due to restart in October following the competition of our restaurant. I hope you will stay in the future, possibly in one of our newly refurbished bedrooms. Kind regards General Manager

"Average "

3
stephaniewH8988VA, Nuneaton, United Kingdom 30/08/2020

Stayed here for 4 nights. Staff were very nice. Room was ok, view was of metal storage containers! Some of the COVID rules baffled me, no tea or coffee left in your room, but you are given a cardboard cup with tea etc at reception to take to your room, why couldn't this be placed in the room before arrival?? No soap in the bathroom (I always take my own toiletries but never normally a soap for the sink) but if you ask at reception, they give you one in a little packet, why couldn't one be left in the room?? Swimming has to be booked and it can only be one room (family) at one time, I understand that sharing changing rooms etc could be an issue. Food was average. Had to book for food and for drinks. Didn't have breakfast so can't comment. Slept well, wasn't to noisy.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear guest Thank you for your kind review, I am pleased you slept well and thought the staff were very nice. The COVID rules put in place were part of our COVID risk assessment which we attained the CLEAN, SAFE, LEGAL accreditation for prior to opening. Tables have to be booked in our bar and restaurant due to the limited numbers we are able to accommodate due to the social distancing rules and for the required track and trace. I hope you will return in the future for an enjoyable stay. kind regards General Manager

"not the best on this occasion"

2
mrlswillson, Swindon, United Kingdom 29/08/2020

long wait for food in restaurant, food tepid, room nice but cold water, dead insects on floor on arrival trays in hallway where people had eaten and not cleared. reception people had left breakfast packaging not cleared for 2 days, we should have had water in our queen room but nothing for three days, we wanted tea and coffee for our room touched by staff member fingers inside of cups and touched all contents put inside of cup. very unhappy left early due to a bad experience, which makes me feel very disappointed the bar service very slow, the staff encountered friendly, helpful.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am pleased to read your thought your room was nice and the staff friendly. I can confirm the hotel had a boiler issue in one section, a temporary boiler was set up immediately until the boiler could be replaced. I will confirm the training to reception concerning the tea / coffee service. I hope you will stay again in the future. Kind regards General Manager

"Avoid"

1
peter j, Birmingham, United Kingdom 16/08/2020

If you dont mind not getting any sleep on your stay owing to constant door slamming at all hours of the night then may be this Joke of a Hotel will suffice. Children left to run up and down corridors after midnight loud televisions in rooms adjoining. Hot uncomfortable rooms with cars slamming and loud music coming from outside do not make for a restfull or indeed a pleasant stay. Hotel is run to the ground and it shows. Food straight out of a packet Staff's attitude is put up or shut up apart from one Male helpfull manager. Would never stay or recommend to anyone visiting this lovely area, close to the Herritage Coast line.

Carolyn Powell, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am sorry to read you had a disturbed nights sleep due and apologise if you felt the staff did not sympathise with the points you raised. We obviously want all our guests to have an enjoyable night, our night porters do check the corridors throughout the night and will speak to any guests making excessive noise. It is unfortunate that you did not report this during your stay and we could have sorted this out immediately rather than your nigh continuing to be disturbed. I hope you will stay again in the future for a much more comfortable stay. Kind regards General Manager

"Excellent stay"

5
lesleyh726, Walsham-le-Willows, United Kingdom 06/08/2020

I was looking for somewhere to stay so that I could visit my family (well, sit in their garden) as I hadn't seen them since before lockdown. I was nervous due to COVID, but I must say that this hotel has gone out of their way to make you feel safe. I have just returned from a three night stay on my own, and all members of staff were so welcoming despite the necessary precautions. I stayed in a superior room, which had obviously been very recently refurbished. The room was absolutely spotless and well furnished. Nobody enters your room to clean during your stay to minimise contact, but anything you needed (toiletries, coffee etc) were readily available at reception. Breakfast was ‘grab and go' - delivered to your room, piping hot bacon rolls etc, delicious. I will definitely stay here next time I come - thank you for your lovely welsh hospitality.

"Just awful"

1
User 19/07/2020

Spent one night there and won't be going back. Was in a hot stuffy room, on the ground floor. No ventilation stuffy and clammy,work up feeling like I had inhaled dust all night. Considering it's covid, the room was dusty and there was a check in at 2.30 am. They banged the doors and had a shower. The boiler made the room hotter not to mention the noise, I barely slept, it was awful. I told the night staff at 6am and the manager at 7. His response "the heating was off" and my favourite one "that's a shame". Don't book breakfast, I paid 15 pounds to add breakfast to the room. It consisted of a veggy sausage barm and a carton of processed apple juice, with coffee so strong it was like marmite and a tiny Danish that had been in the fridge so it was rock hard. The location is ideal, I have stayed there before, but that was my last visit to this hotel. What a let down..

"Lovely room, weird door way!"

5
Kamp4la, Cardiff, United Kingdom 22/03/2020

Beautiful room, strange that you walk through a conference room to get to it! Fabulous decor including bathroom etc but some lamps did not work. Tv remote was for both TVs but did actually turn the 2 TVs on even though we only wanted one. But all in all the honeymoon suite is a beautiful room!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear guest Thank you for your kind review, I am pleased you thought your room and bathroom were beautifully decorated. We look forward to welcoming you in the future. Kind regards General Manager

"Great service, good value for money"

4
RobGMC42, Portsmouth, United Kingdom 08/03/2020

This is an old hotel, but it has great character, friendly and helpful staff. It is very good value for money, where guests have full access to the (newly refurbished) gym, swimming pool, sauna, hot tub, steam room and spa facilities. I love staying here as it feels like meeting up with old friends again with the staff.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am pleased to read you enjoyed your stay and our facilities. I will pass your comments on to the team who will be thrilled. We look forward to welcoming you in the near future. Kind regards General Manager

"Poor service and hotel for the price!"

2
User 05/03/2020

As a family we recently stayed in this hotel to visit friends. The breakfast menu was poor, no choice on type of eggs which most establishments do, rubber fried eggs kept warm on a hotplate. No full fat milk which I had rang in advance to check if they had some for my 2 year old, and I was told yes ... clearly the receptionist wasn't well informed. Room was not as clean as initially looked. Cobwebs on ceiling, ripped sheets and quilt covers, dirty socks under bed and what looked like some sort of insect trap under there. The shower head was from the 80's, plastic small head that had seen better days and to be quite honest for the amount the room cost for the whole weekend should have been upgraded! Certainly not worth the money and we won't be staying there again. Poor show Best Western poor show!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am sorry to read you were disappointed with your stay. We always have alternative eggs to the fried and scrambled egg on the weekend breakfast buffet, but they are cooked to order from the kitchen. In terms of the milk we serve semi- skimmed, soya or almond milk, I apologise if you were misinformed on this subject. I will discuss with our head housekeeper your comments concerning the bedroom and ensure any oversight on this occasion is corrected immediately. I would like to thank you for your feedback as all feedback is used as a tool to help the hotel continually improve standard and services. Kind regards General Manager

"heronston bridgend"

4
paulhistory, swansea 01/03/2020

great hotel close to amenities great pool and spar note when leaving hotel first set of light do not follower sign M4 Port Talbot it takes the long way around better to go straight on head for MacArthur glen then the M4 much quicker

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you enjoyed your stay. I will pass your comments onto the team and we look forward to welcome you back. Kind regards General Manager

"Exceeded expectations"

5
AJTipps, Uk 25/02/2020

Welcoming friendly and relaxing, I booked for my husbands birthday, the rooms are lovely the staff are friendly and helpful, the menu was a bit limited as it was a groupon voucher however the choice is there for you to chose from the other menu, my husband and I did stuck to the menu provided and the food was fantastic to quote my husband the best pork belly he has had, we would definitely stay again.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am so pleased to read you enjoyed your stay and meals. We look forward to welcoming you and your husband back in the near future. Kind regards General Manager

"Consistently Excellent quality and value"

5
User 22/02/2020

I have stayed at this hotel numerous times for work over the past decade and it always manages to impress me. It is by far the best value for money hotel with excellent amenities: pool; sauna; steam; jacuzzi. nice atmosphere in the bar/lounge area etc. Evening meal is always high quality and the breakfast always has a good selection to suit everyone.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you continually enjoy your stay and meals. I will pass your comments into the team who will be thrilled. We look forward to our continued working relationship with you. Kind regards General Manager

"Lovely staff, shame about the dated decor."

3
User 17/02/2020

My mum got us the groupon deal of overnight stay, dinner and breakfast and spa treatment for a christmas present, which we booked to stay for 15th February. The staff were all lovely and welcoming. New gym was great and the pool facilities fab. The only negatives were our massage we had was useless, asked for firm massages and it was very gentle. The decor of our room was very dated and not very nice, and our toilet blocked in the morning on day of checkout n flooded all over our bathroom floor, was not nice.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am pleased to read you thought the staff were lovely and the gym & pool were great. I would like to confirm we are currently refurbishing the hotel and this includes all bedrooms and public areas. I hope you will return again and stay in one of our newly refurbished bedrooms. Kind regards General Manager

"THE ROOM THAT TIME FORGOT"

1
TheSimmosWales, Bridgend, United Kingdom 17/02/2020

Saturday night, valentine weekend, what could be better than spending some time with your wife in a nice hotel away from the kids. We did leave the booking a little late however and the only room the hotel had available was the honeymoon suite. At £142 for the night it did seem expensive but as it was a romantic weekend we thought we would spoil ourselves. Check in was not until 2pm but that was fine as we arrived just after and were given the key to room 70 one of the two honeymoon suites the hotel offer. The walk to the room put me off a little walking through an old fashioned fousty smelling corridor with artex walls and ceilings however it didn't take long to reach our room so no problem. Unfortunately once we had found our room we couldn't go inside straight away as the cleaner had not yet finished so we had to stand outside for 15 minutes while she completed her work. Eventually the cleaner was done and we entered into our £142 per night honeymoon suite for the first time. That was the moment our excited faces dropped to the floor. We had been transported from 2020 right back through the years as we had discovered THE ROOM THAT TIME FORGOT. The walls and celings took us straight back to 1970's with stained artex ceilings and old fashioned wallpaper which peeled from the walls. The white bathroom suite with an old showerhead, industrial metal toilet roll holder and magnolia bath panel. The 1940's wooden furniture with scratches and chunks taken out, the dusty small rickety 4 poster bed wow it must have taken the hotel ages to buy these from local antique shops. (If you think i'm joking take a look at the photo's) This at £142 per night was supposed to have been one of the best rooms in the hotel. At this point I immediately returned to reception to complain however I was told that the hotel was fully booked and it was to late to request a refund. NICE I was also told that the other modern upgraded honeymoon suite had specifically been booked and requested by another couple, I wonder why? Perhaps they had discovered the room that time forgot on an earlier visit.? Well we didn't have much of a choice it was take it or leave it and at a non refundable £142 we decided to grin and bare it. On a positive note we did enjoy the hotel's spa area, although there was an extra charge of £5 per person for the use of spa robes and slippers. Most other spa hotels I have been to include these with the overnight price. In summary this hotel needs a serious amount of money spent on upgrading the older part of the building. My wife and I regularly visit hotels throughout South Wales however we will NEVER go back to this hotel again, there are far better in the Bridgend area at much cheaper prices. This hotel is also popular for weddings but I would seriously take a look at the rooms before booking anything, otherwise you too might end up in THE ROOM THAT TIME FORGOT. You have been warned .......

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear guest Thank you for your review, I am pleased to read you enjoyed the spa area of the hotel. I am sorry to read you were disappointed with your bedroom, The room you stayed in is our Traditional Bridal Suite, but all bedrooms and public areas are currently undergoing a full refurbishment. I hope you will return in the future to one of our refurbished bedrooms and have an extremely enjoyable stay. Kind regards General Manager

"Heating was broke in my superior room. Asked three times for it to be fixed with me being fobbed off and ignored. Rude s"

1
CarlBolt, London, United Kingdom 17/02/2020

Staff ignored your problems. When speaking to manager he promised me he would offer me something and suprise nothing was offered. No heating on first night was left shivering.l whilst storm was issued a red warning from met office.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear guest Thank you for your review, I am sorry to read you had an issue with your heating. I understand from the duty manager on duty at the time he was expecting to speak to you the following morning to resolve and had asked you to ask for him at reception when you were ready. I am sorry if this was not communicated clearly to yourselves. I hope you will return in the future. Kind regards General Manager

"Fantastic value for money couldn't have asked for more."

4
User 16/02/2020

Stayed her as part of a group on deal on valentine's night, and thought it would be very busy and crammed in at dinner but was very surprised to have very good service and food came very quickly and was lovely. We enjoyed our stay much more than last time, as staff were more focused on the customers and food was far more superior.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am so pleased to read you had a lovely time during your stay. I will pass your comments onto the team who will be thrilled. Kind regards General Manager

"An OK stay - could have been better."

3
KatyElphie, Porth, United Kingdom 16/02/2020

Myself and my wife stayed here for 1 night on a Groupon deal in Feb 2020. First impressions were good, quick and easy check in and a lovely looking bar area passed on the way to our room. Room was spacious and comfortable if a little hot! Down at the pool area is where I felt improvement was needed. The area itself seemed quite large, but then you quickly realised one wall was all mirrors. There were about 20 people in the pool area yet only 8 loungers and 6 chairs. At one end of the pool was a group of 4 people drinking cans of strong bow and something from a 2 litre bottle with no label. They were loud and quite rude. A member of staff did come in and tell them no drinks were allowed in the pool area to which he was told ‘this is only squash' (in regards to the 2 litre bottle) - it most definitely wasn't. They put the drinks away but then just got them back out once he had gone and they sat in the jacuzzi drinking instead. It made myself and wife feel quite uncomfortable as they made gestures towards us and appeared to talk about us. We stayed in the pool area only around half an hour as the longer we stayed the more they had drunk. It was for this reason we did not re visit the pool area on the Sunday morning as we had planned to just in case they were there again. On the plus side we enjoyed a fantastic meal on the Saturday night at Cranes with plenty of choice on the set menu to suit all tastes. Breakfast was also very good with both hot and continental styles on offer. The option for takeaway coffee is great if you've got a long drive after checkout. We had treatments booked in for the Sunday morning, yet we did not know what they were as nobody had told us what our options were as part of the groupon deal either on booking or on check in. Neither were we told the procedure for treatments like where we needed to go or anything. We did eventually find the treatment rooms (before you turn into pool area) and simply waited in the hope someone would find us which they did. We had AMAZING treatments, which totally made up for the confusion in finding them, a facial and an Indian head massage by 2 lovely therapists who were very friendly and professional. All in all I feel a little more organisation was needed and more info given with regards treatments which would have helped us greatly. Also I think the pool area needs better monitoring as there had clearly been people drinking in there for some time before they were told not to and this was during ‘children's swim time' between 4&6pm.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am pleased to read you thought your room was spacious and comfortable, you enjoyed your meals and thought your treatments were very good. I apologise for the behaviour of other guests in the pool area, this is not a usual occurrence and on most occasions guests abide by the rules of no drinks or alcohol around the pool area for obvious reasons. I also think that because of the sever storm more guests than normal decided to use the facilities and therefore created a shortage in seating in this area. I do hope you will return for a very relaxing stay in future. Kind regards General Manager

"Lick of paint"

3
markydog, Batley 11/02/2020

This place needs a makeover the rooms are clean & tidy but needs decorating wall paper was hanging off my bath panel was hanging off until I fixed it, there was water Mark's coming through the ceiling tiles down the corridor there must have been a leek at some point and never replaced even the wallpaper round the bar & eating area was tatty don't know if it's me being picky but for the price I paid I would have expected better. I booked this hotel because of the leisure facilities the gym looked like it had been refurbed it was small but there was only four people in so was no problem the pool sauna & jacuzzi were also nice but would have been very cosy if there were more than a dozen people using it. As for the food I was dissapointed I chose the rump steak medium it came well done with half a tomato (not cooked) a flat mushroom which was half cooked but the chips were spot on, as for the breakfast am not greedy but I was hungry an hour after. X1 piece of bacon X1 sausage X1 ash brown X 3 baby mushrooms X1 poached egg Coffee was nice although the machine only filled half your cup.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am pleased you though our rooms clean and I can confirm the hoel is currently refurbishing all bedrooms and public areas. If you ever want anything more for breakfast please just ask and this will be provided. We look forward to welcoming you back to the hotel in the future. Kind regards General Manager

"Can't go wrong for the price"

4
User 10/02/2020

Yes the appearance could do with being updated but you get what you pay for. We had a Groupon deal and I've seen people on here say because of that they felt they were treated differently. Absolutely not the truth. All the staff were helpful and friendly. Prices for food and drink are good for a hotel and the food we had was amazing. The spa was great! Yes the room was a little dated and bed wobbly but it was clean and that's all I want as only in there to sleep. Room was a little hot but was told probably because near the spa/pool. Great stay and I'd stay again too!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am pleased to read you enjoyed your spa break at the hotel and would book again. We look forward to welcoming you back, possibly when we have completed our refurbishment. Kind regards General Manager

"Couples getaway"

5
tmr45, Swansea, United Kingdom 10/02/2020

Outstanding stay at Heronston spa hotel for fantastic amenities and experience. Staff friendly and helpful, rooms immaculate, evening meal and breakfast plentiful and tasty. Would totally recommend this venue for amazing value and a great getaway venue. Will be returning!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for you review, I am pleased to read you had an outstanding stay and would recommend us. We look forward to welcoming you back in the future. Kind regards General Manager

"Groupon Visit "

2
DavidRees777, Swansea County, United Kingdom 09/02/2020

Stayed here a weekend in Feb after getting a groupon voucher for Christmas. Will list the pros and cons: Pros Friendly staff Lovely spa area Nice massage Decent breakfast (apart from the bacon) Good parking Easy to find Clean Cons Food (chicken pasta) was like a microwave meal. No flavour in the tomato sauce. Meal deal not worthwhile, limited menu with a £22.50 budget Have to pay more for spa and robe Room very basic Bed not comfortable Old decor Limited spa availability prior to booking around a month before Very difficult to get in touch - phone rings for a long time and no/slow response to emails Massage only lasted about 15 minutes, for which I had to pay a £10 upgrade Decent for a free trip away but won't come back.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am pleased to read you enjoyed a number of elements of your stay, but disappointed we did not exceed your expectations in some areas. In answer to some of the points you have raised, on the Groupon deal robes and slippers are charged at a small additional rate, this is clearly stated on your Groupon voucher. The Groupon menu has a choice of starters, main and desserts or you can use your allowance against the a la carte menu. In terms of the bedrooms we are currently refurbishing all bedrooms and public areas. We look forward to welcoming you back in the future. Kind regards General Manager

"Fantastic!"

5
User 09/02/2020

We were on the groupon deal in the heronston on the Saturday, when the rugby was on, and we had one of the best and most relaxing stays. When we arrived we were greeted with a very warm and friendly welcome. We noticed the kind and conscientious signs they spotted around the hotel as they are currently renovating, not that we were affected by this in anyway. Our first room was lovely and spacious and very clean but unfortunately there was some noise so we kindly requested to be moved, this wasn't a hassle at all and the receptionist moved us to a new room without hesitation. The staff were unbelievably friendly and attentive at all times as well as very professional. The spa treatments were fantastic and very enjoyable we were little late but didn't feel rushed. The pool facilities were also fantastic, my partner and I would prefer a little more heat in the jacuzzi but we appreciate this isn't to everyone's taste. Even when the children hours started it was still a throughly relaxing experience and nice to see all ages enjoy the facility (like anywhere would recommend avoiding the pool during these hours if you would prefer a quieter setting). When we had our food in the restaurant the choices on the set menu were well thought out and cooked to a high standard. For the desert I chose off the main menu for only a minor additional charge. The next morning we were a little late down for breakfast leaving 20mins before breakfast ended but again, we didn't feel rushed and the quality and selection of the food was great. Honestly couldn't recommend here enough and look forward to a visit again in the future.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased you enjoyed all areas of your break with us. I will pass your comments onto the team who will be thrilled. We look forward to welcoming you back in the future. Kind regards General Manager

"In need of updating + food needs a proper review"

2
User 04/02/2020

We stayed only for one night paid £107 for a room. The superior room was very dated, rocking and squeaky bed, condensation on the windows and heating on a full blast and we've been a bit uncomfortable. In terms of food well, starter supposed to be a butternut squash soup, however, the only thing I've tasted was cream or flour with water and pepper. Then I've ordered salmon etc, potatoes tasted very cheap, half overcooked falling apart and half in one piece. The flavours were a bit of a mixture of I don't even know what to call it, anyway flavours didn't match+olives in it...with salmon!! So flavours mismatched. My husband stated the same no flavour in his meal, very bland. His pork was rasted nucely as it was crispy. The breakfast the next day, I've ordered vegetarian breakfast and pouched egg, well it only looked like pouched egg but wasn't at all. It was hard in the middle,I didn't like it. Mushrooms were lovely and vegetarian sausages too. As a coffee lover I must say it was very nice. Regarding fresh fruit, watermelon was off I could taste it blah. Spa was alright but nothing superb only towel provided, no flip flops or robes though. No relaxing music or essential oils in spa either.

"Can't see us returning"

2
bigmacSwansea, Swansea, United Kingdom 30/01/2020

Heating in room was stuck on and room was boiling, had a replacement room later in evening, Wife say a guy with shorts down pleasuring himself in sauna, Very noisey in night and we were kept awake and had to get reception involved around 04.30am in morning, Only good thing was staff were friendly and breakfast was nice

"Spa Breck from Hell"

1
Biteback, Wales 26/01/2020

Restaurant staff were great, other staff unhelpful. The food was the saving grace of this experience. We did not sleep at the hotel. We had the evening meal and returned home. We went back to the hotel for breakfast and to check out. Our hotel room was filthy. The sheets were dirty with pubic hairs in them. The spa experience was poor as we were rushed through due the the staff wanting to go home and we were the last people booked in for the day. We were not given robes, towels or slippers as part of the spa package. We sat in the blue chairs waiting for the staff to come and get us fully clothed and with shoes on as the waiting area is in the main corridor of the hotel. I was told that I could wait in my towel if I wanted to get ready for the massage. What a ridiculous suggestion.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you enjoyed your meals at the hotel. I can confirm when booking on a Groupon Voucher robes and slippers are not included in the package but are available at a small upgrade charge. Towels are included in every package and are available from reception. I am surprised by your comments concerning the hotel bedroom as your feed back on this area is usually good, I will however investigate these comments to ensure this is not a one off issue. Kind regards General Manager

"Lovely staff "

5
743addys, Southampton, United Kingdom 26/01/2020

We have taken the children to Wales to visit The Royal mint . I work in a Best western myself and I am very pleased with this hotel . We had a huge spacious room for our family of five which had two bedrooms which made it extremely comfortable evening and night . Lady on reception (late shift Saturday 25th) was welcoming and helpful . Children enjoyed the swimming pool which was lovely and warm . All staff we encountered were welcoming . There was a wedding on but still got parked with no issues . Breakfast was everything you expect but you need to have weetabix !!!. It's a lovely quaint hotel which I like and you can see where the improvements have been made . We will definitely be back

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to rea you enjoyed your stay and the children enjoyed swimming. I will pass your comments onto the head chef concerning Weetabix. We look forward to welcoming you and your family in the future. Kind regards General Manager

"Nice hotel with pleasant staff"

4
184michals, Havlickuv Brod, Czech Republic 25/01/2020

Nice place to stay, esp.new wing with spa. I was unfortunately in the old wing, where it was little bit cold and I could see the carpet was dirty, bathroom olde and used, but nothing terrible at all and the room was really quiet. My colleagues were in the new wing at the spa side and they were really happy with the rooms comfort. Unfortunately they were complaining the noice. Restaurant not bad, food really good but the waitress took too long to take care of us, but again, nothing serious.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased you liked your bedroom and found your meals really good. We are continuing to refurbish the hotel which includes all bedrooms and public areas. On your next visit to the area we would love to welcome back to the Heronston. Kind regards General Manager

"Happy customer"

4
User 11/01/2020

The hotel staff were friendly and helpful. Superior rooms are very nicely decorated with comfortable beds and are very spacious. The Spa is lovely and the treatments were very good. Great experience overall.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you enjoyed your stay. I will pass your comments onto the team. We look forward to welcoming you back in the near future. Kind regards General Manager

"Not the best"

3
tracyxx11, Coventry, United Kingdom 29/12/2019

Overall it was clean, but I wouldn't recommend it and I definitely would not stay there again. They had plastic cups at the sink, but I expect chain hotels to be more environmentally friendly in this day and age. The lights were a bit weird. We checked in at night and I had to keep the door open to be able to see where the light switch was. There is no main ceiling light for the room, just lamps on the bedside tables. The bed was very uncomfortable. I had to lay the duvet from the single bed on the main bed, to be able to sleep. Breakfast was okay. I had a smoked salmon bagel with a poached egg. The bagel wasn't toasted properly and the egg was very rubbery. This hotel just needs a few, minor improvements. I only stayed for one night, for business, so I don't have a big problem with it.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to confirm that the hotel is undergoing a complete refurbishment which will be completed by this time next year. I hope you will return in the future for business or pleasure. Kind regards General Manager

"Great visit"

5
MarkR766, Hull, England, United Kingdom 29/12/2019

My wife and I stayed over the Christmas period and had a lovely stay. Although we didn't eat in the hotel (we were visiting an elderly relative and ate with them) the staff were attentive and helpful. The room (room 43) was very spacious, large bathroom and both were very clean. Nice touch from the staff, putting a small Christmas tree in the room with chocolates and a cardsigned by all staff. Highly recommended.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased you enjoyed your stay. We look forward to welcoming you back in the future. Kind regards General Manager

"Very dated"

2
AbiR283, Cardiff, United Kingdom 29/12/2019

Having stayed one night during December, we were given a room which was very dated! Worn carpets, mouldy bathroom, chipped furniture and a 1970's feel. At £75 a night I feel this is over priced, £30 might have been more like it. The family room situated above ensures plenty of noise!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry you were disappointed with your bedroom. I can confirm we are looking forward to restarting the hotels refurbishment on the 6th January, all bedrooms and public areas are part of this programme and should be completed within this year. I hope you will return in the near future. Kind regards General Manager

"Christmas Day lunch - I guess we received what we paid for. "

3
C9175XYkimc, Llantwit Fardre, United Kingdom 28/12/2019

Arriving at 13.30 for a 13.45 reservation, we were seated immediately, being welcomed by the waiting staff dressed as elves, or wearing the increasingly popular Christmas suit: and that put the stamp on the event. Not realising that the theme of the lunch would be so children centric, it wasn't the venue for us. Positives: the staff were attentive and seemed to be enjoying themselves. Drinks arrived in a timely manner. There was a pleasant atmosphere despite the proliferation of children. The Christmas pudding and brandy sauce was deemed as being ‘quite good'. Negatives: everything in the dining room was from the 1980's: furniture, decor, china, stainless steel serving dishes, all far too dated. First course portions were meagre - the party of three all had something different - being served on the smallest side plates that you could imagine. First course was cleared far too quickly, with the main course arriving immediately: it felt as though the staff were working to a timetable where the guests needed to be out from the dining room as quickly as possible. I believe the whole event was completed in well under two hours. Main course meat portion was acceptable, as were the pigs in blankets and roasted vegetables. The seasoning for the meat was adulterated Paxo, or similar. New potatoes accompanied - the size of ones fist but adequately cooked. Sprouts that must have started their cooking process several weeks ago, and honey glazed carrots that were, again, overcooked to the point of drying out. Main course was cleared as soon as we had placed our cutlery, on finishing the meal. We requested a break prior to dessert/cheese. This arrived on request. Lack lustre, apart from the Christmas pudding as already mentioned. Cheese selection was unimaginative with far too many processed types with fruity flavours. This was cleared once finished. Coffee was served. Summary: with regards to my comments regarding the food, I decided not to bring this to anyone's attention, as that served was not exceptional to our table: on looking around it seems to be the standard of food served at the establishment. Will we return, at any time? No: unless there has been some major refurbishment, with the food production staff having been trained to, or replaced by, individuals that can compete with the quality of food that is expected, as 2020 approaches. By the amount of attendees at the lunch, no doubt the cash tills were ringing, and the coffers were full. A good day for the hotel, if not for the more discerning diner.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, Our Christmas Lunch is aimed at families and is advertised as having a children's entertainer, visit from Santa and price points for adults and children. I am sorry if this did not suit your party. Kind regards General Manager

"Wonderful 50th wedding anniversary party"

5
laura r, Salisbury, United Kingdom 27/12/2019

Parents had their 50th wedding anniversary here and everything was perfect. We were really well looked after by Mark, Kelly and the team. The celebration room looked amazing when we arrived and had the wow factor. We had a carvery and there was plenty of choice, including for vegetarians. We had several people in the party with mobility issues and the team helped them with their plates. The service was excellent throughout the meal. It was a wonderful celebration, a big thank you to everyone at The Heronston.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am pleased you enjoyed your parents 50th Wedding anniversary. I will pass your comments onto the team especially Mark & Kelly. We look forward to welcoming you back in the future. Kind regards General Manager

"Not so festive afternoon tea"

2
vampyresheep, London, United Kingdom 24/12/2019

We booked the festive afternoon tea to celebrate a special occasion, tempted by the interesting menu and actually cancelling a booking made elsewhere on that basis. To start with the positive, the food we received was delicious. However it bore no resemblance to what was on the menu. On arrival we were greeted by a friendly receptionist who directed us to the dining area where we would be shown to our table. After being left standing for a few minutes in a starkly decorated room with nothing but a tree in the corner and crackers on one table to signify it was a Christmas booking, a timid waiter came to ask what we wanted and then hesitantly directed us to the one table set up for the festive tea. We were brought a pot of tea and coffee without being asked what we wanted and no sign of the mulled wine. The waiter then asked what sandwich we wanted - so we questioned why we weren't getting the selection advertised on the menu. After him insisting that we only got a choice of one, we went back to the receptionist to find out what was going on, who went to the kitchen to sort things out. Out tea finally arrived, beautifully served on a wooden sleigh with a generous plate of sandwiches, however none of it was what was advertised on the menu and missing the scones but by this stage we decided to make the best of it, as we had pre-paid - after reminding the waiter twice more that we still hadn't had our mulled wine and where were the scones. On that note, scones with marmalade? Turns out it's very tasty but absolutely not how afternoon tea should be served! We then got totally ignored by staff for the remainder of our time there, nobody came to check on us, see if we needed any more drinks, or even clear the table next to us! Thankfully we saw the funny side of this whole debacle, keeping ourselves entertained and having to find spare napkins in the room in order for us to take home any cakes that we couldn't finish. On our way out, trying to find the bathroom, I did have a peek in some of the other public areas, which were so much more atmospheric, so I am baffled why a festive tea was served in such a stark bare room. Afternoon tea is about more than just the food, it's the overall experience, the service and the ambiance - sadly the Heronston failed on all counts. The next day, my father phoned the hotel to give our feedback and spoke to whom we assume was the manager. They were very apologetic and offered to make it up by offering another afternoon tea on the house. My father thanked them for this offer and awaited a return call to confirm this, and I held off from posting this review on that basis - one month later, not a peep from this hotel. Absolutely the last straw to show what poor level of customer care is given. We've had many afternoon teas, in places both grand and more simple and this one will be memorable for all the wrong reasons.

"3rd stay at heronstone"

4
eonedwards1, Bridgend, United Kingdom 17/12/2019

cooked breakfast not good, would not eat again, pool was very cold, lots of empty glasses out side hotel from previous guests, bed very comfortable very good room, service at reception very good. offed loyalty card

"Lovely"

5
User 05/12/2019

Just ending my first of two weeks staying at this hotel for training in Bridgend and I have had a fantastic experience. The staff are brilliant. Very polite and helpful. Food is excellent. Delicious and well presented. Breakfast selection is vast and tasty and excellent value for money. Yes the rooms are slightly dated but they are clean and have what you need for a comfortable nights sleep. I would stay here again and would recommend it for a short stay. Looking forward to my second week.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am please you found the hotel, meals and staff lovely. I would like to confirm the hotel is currently under going a full refurbishment of all bedrooms and public areas, so we should be completely up to date following this. We look forward to welcoming you back for your next section of training. Kind regards General Manager

"Re fresheers required in more area than one"

2
Vanessa S, Swansea, United Kingdom 02/12/2019

Staff members require a re train in customer service, staff members require a re train in reservation accuracy, exterior require regular maintaining, spa area requires regular maintaining, furniture in bed room and communal areas require maintaining/updating (majorly scuffed and marked), pillows were very thin (luckily had a spare each on wardrobe to add to thickness a little). On a plus side, the cleanliness was satisfactory on hotel throughout and the breakfast was satisfactory.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you thought the hotel was clean and the breakfast was to the required standard. I am sorry to read you thought the staff required more training, we do have regular training sessions and will of course take your feedback on board. We are also currently undergoing a full hotel refurbishment which includes all bedrooms and public areas. I hope you will return in the future to have a really enjoyable stay. Kind regards General Manager

"Dated hotel"

1
gerf190, Celbridge, Ireland 27/11/2019

We stayed here for a family get together and it was a very disappointing visit to be honest. The hotel and rooms are very dated when you first walk in to check in it doesn't even feel like your walking on carpet it's worn out. First night there we just ate at bar food was slow coming out and it was a very average burger. I went up and asked the young girl behind bar for a glass of red wine she told me should couldn't open it because she cant work a corkscrew and asked me to open the bottle if I still wanted the glass ! Breakfast was a disgrace it was quite busy but that's no reason to dish up piss poor food the fried egg I got was that bad the soft yoke had gone hard from being cooked well before I ordered it and the sausage was anemic so ended up having to go the McDonald's around the corner for breakfast and never went down next morning it was that off putting. The only positive was the staff apart from the girl who couldn't open wine ! They were all very pleasant and polite. Definitely wouldn't go back.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am sorry to read you were not full satisfied with your stay. I can confirm the hotel is undergoing a full refurbishment of guests bedrooms and public areas. I have spoken to the Food & Beverage Manager concerning the issues you have raised to ensure these are a one off and to ensure more training is given in some areas. We hope you will return again in the future. Kind regards General Manager

"Family get together"

4
Tourist16028049428, Swansea, United Kingdom 26/11/2019

Conveniently located hotel with good facilities but probably in need of some modernisation, especially in the guest rooms. Staff were great - extremely helpful and very friendly. One downside is that the hotel is not very disabled friendly, particularly for wheelchair users

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am pleased you thought our team were extremely helpful and very friendly. I can confirm we are currently under going a complete refurbishment including guest bedrooms and public areas. This will see the accessible facilities improved throughout the hotel. We look forward to welcoming you back in the future. Kind regards General Manager

"In need of updating"

3
Tracey H, Swansea 23/11/2019

Stayed here on a Groupon deal but upgraded to a superior room which is s must be the sound of other people. Arrived at reception to be greeted by a boy not s hello or anything just looked at us.I said we are checking in.Asked if our room is in good condition after reading reviews he assured us it was.Asked if we needed to book a table he told us oh restaurant not opening till eight I said okay I'll book for then. Got to say room was tired but okay. Went down to the spa no towels had to go back to reception to get them then back again for robes and slippers.Our treatments were booked for 5 o'clock with three of us waiting it was wrong.Ine thing about the stay were the lovely girls in the spa. Spa area to be fair was lovely. Went down in the evening for a meal we hadn't been booked in.Took us to a table you have an allowance of £22.50 each for three courses.He said what you have over you pay for.No mention of that in deal it said three course meal. We gave up in waiting to order a drink so my husband went out to the bar to get our own.Meal was okay not the best meal we've had.Waitress asked our room number kept giving it she said are you sure it's not coming up.Eventually food out was not checked it.(lucky there wasn't s fire) Bar area is cold and tired looking could be so nice if updated. Would we stay again no. Stayed at much nicer hotels.Faulty towers comes to mind the way it's run

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am sorry to read your were not completely satisfied in your stay. I will speak to the reception team concerning the issues you have raised and ensure these are not regular occurrences for other guests. I do hope you will return in the future, as the hotel is currently going through a complete refurbishment and I would hope the service issues would be resolved immediately. Kind regards General Manager

"Room 70 - Bridal Suite Apparently - Really bad!!!"

1
adrianwelke, Normanton, United Kingdom 20/11/2019

I booked a Superior King room and on arrival, was given the most ugly, old, dusty, out of date, well worn, un painted room they had. I literally walked in, looked around and went back to reception to decline the room and I was happier to drive away and find another hotel than stay there. I was asked why I didn't want to stay in that room and when I replied that the room was awful, even just for one night, the reply I received was that it was the Bridal Suite!!!! I nearly fell over!!!!! There is absolutely no chance that I would ever stick a penny strapped commuter in there - Never mind a bride!!!! (ROOM 70 By the way). So, I downgraded as there was coincidentally one room left in the whole hole and I did not even get my £5 back - Yes, the room I downgraded to was a fiver cheaper than the Bridal Suite I was given. That needs some thinking about...! So, from my downgraded room, I rang Room Service to order 1x Pint of Carling Black Label. I was told that it was £3.50 for the drink and £3.50 for the Tray charge. No problem, I'm lazy right now, I'll pay it.... Then... And it will be 30 minutes as we are really busy here................ (the saga continues...........) I decline the wait, put my boots on and go down stairs where I see a maximum of 10 people including staff n the whole place!!! I go to the bar where the very polite barman serves me and when questioning the delay of 30 minutes, he nearly fell over too! He said that he could have had the 1x drink with me in no time! My review is this - Do not stay here unless you've won it as a prize or it's either here or the streets.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry to read you were disappointed in your stay. The hotel is currently undergoing a complete refurbishment, which will include the traditional style bridal suite, all bedrooms and public areas. We hope you will return again in the future for a far superior stay. Kind regards General Manager

"Night before my daughters wedding"

5
User 18/11/2019

Absolutely great hotel the staff were lovely & the room was gorgeous, clean & tidy had plenty of pillows (which we like a few each between us) it was lovely just to relax before her big day will be going back

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you enjoyed your stay. Congratulations to you and your daughter on her wedding. We look forward to welcoming you back in the future. Kind regards General Manager

"Delightful"

5
Modigli, Dorset, England 15/11/2019

Impressive hotel on the outskirts of Bridgend in a relatively quiet position. The staff are extremely friendly and the restaurant standards are excellent. The rooms are in the process of refurbishment and ours, already refurbished, was stylish and very comfortable.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased you enjoyed your stay and thought that our refurbished bedroom was very stylish. I will pass your comments onto the team who will be delighted. Kind regards General Manager

"good ameneties and staff"

4
User 09/11/2019

rooms are a bit tired, hot water was very hot, food and service very good, parking and location excellent, spa is worth a visit with towels and attended pool a bonus. Bar food was good and the same quality ror room service

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am pleased you enjoyed your stay. The hotel is currently in the middle of a full refurbishment of bedrooms and public areas. We look forward to welcoming you back in the future to one of our newly refurbished bedrooms . Kind regards General Manager

"Excellent spa facilities"

4
hisnameisjed, Brecon, United Kingdom 30/10/2019

My daughter treated me to spa package here on Sunday. Obviously I can.t comment on value for money as I don't know the cost. However, the spa is really lovely. The ceiling has twinkly lights and the pool and surrounding area are tranquil and relaxing. We had a neck,head and shoulder massage and a mini manicure. The beauty therapist was a lovely young woman, very chatty, helpful and friendly. We really enjoyed our morning lazing by the pool, going in the jacuzzi and steam room. There is a sauna but unfortunately it was out of order.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am please to read you enjoyed your spa day and liked the atmosphere created by our pool lighting. We look forward to welcoming you back in the near future. Kind regards General Manager

"Spa was a letdown"

3
User 29/10/2019

Very tired hotel. Spa let it down due to limited seating areas and stains on cushioned seating, noisy fan meant we were unable to relax and minimal lights so it was very dark. But treatment rooms were completely different and had a good experience because of Cam the beautician/masseuse. Did not know where reception was when we first arrived and no signs so we had initially walked into the bar area looking to check in. Evening meal was excellent in the Crane restaurant.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased you enjoyed your spa treatments with Cam and your meal in our Crane Restaurant. I can confirm the hotel is currently in the middle of a full refurbishment which includes all bedrooms and public areas. I hope you will stay again in the future in one of our newly refurbished bedrooms and will enjoy the whole experience. Kind regards General Manager

"Adequate "

3
happytotravel82, Derby, United Kingdom 17/10/2019

Average 3 star hotel. Dated but room was comfortable enough. Staff are ok, not particularly friendly and seen to lack interest (apart from a couple of ladies at breakfast who were chirpy and attentive). Building is old and needs upkeep, the floorboards are very creaky. 3 terrible night sleep due to person yosatirsnoving around their room late at night and at early hours of the morning. Can also hear noise from people on other rooms and corridors, luckily was a fairly quiet group of people staying this week. Food is ok. Had breakfast and room service 3 times. A nicer selection of better quality bread would be nice for breakfast but some items were great and the hot cooked to order food was quick. Room service was quick and meals large enough, most the food is just ok quality. I wouldn't stay again due to lack of sleep.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased you found the hotel comfortable. I can confirm the hotel is in the process of refurbishing all bedrooms and public areas. I would hope you will stay again possibly in one of our refurbished bedrooms. Kind regards General Manager

"Comfortable stay"

4
Michelle C, East Sussex, United Kingdom 14/10/2019

Our stay here was very comfortable. A little noisy in our room at night due to the position and there was a wedding on. But apart from that it was a pleasant hotel. Staff were all excellent and friendly

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your view, I am pleased to read you had a comfortable stay. I will pass your comments onto the team who will be thrilled. We look forward to welcoming you back in the future. Kind regards General Manager

"Overnight"

2
suziered, Haverfordwest, United Kingdom 08/10/2019

We have been regular guests for over 8 years, staying at least 3 times a yearly. However we have noticed a decline in the fabric of the hotel, basic maintenance seems not to happen. For instance one of the rooms the loo flush needs attention There are no knobs to operate the radiator. You have to be a midget for the hairdryer. However breakfast was good, but sadly I don't think we will be staying here again.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I would like to confirm that we are currently working through a refurbishment programme seeing all bedrooms and public areas modernised. We value your custom and would hope you will stay with us in the future, when making a reservation please ask for a completed bedroom. We look forward to welcoming you back in the future. Kind regards General Manager

"Food needs improving"

3
Shimmy192, Doncaster, United Kingdom 03/10/2019

Had an evening meal in the Ewenny Bar, unfortunately chose fish and chips- the fish batter was nearly burnt it was that overcooked and dark in colour. For the over priced cost it can only be described as a poor meal. My colleague also staying in the hotel and a regular guest had the burger- this literally came with around 10 frittes- thankfully he mantioned something to the young man on the bar who agreed and kindly went for some more. The additional peppercorn sauce was runny and darkish in colour- he said tasted powderish! Following morning I had a hash brown and hey presto crispy as anything and overcooked again! (Plus the bacon was very fatty!). The back rooms were being modernised, room 27 I stayed in and apart from having a nicely decorated bathroom had a poor bedroom appearnace. I actually slept in the single bed which was sloping a little with poor posture and nearly turned over and fell out of bed! Hopefully, when the refurbishment is complete it will be a good hotel again in appearance stakes. I struggle to stay here regualrly when visiting Bridgend

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry to read we did not live up to your expectations on this occasion. I will speak to the chef concerning your meal and as you have stated we are currently under refurbishment which will see all bedrooms and public areas modernized. We look forward to welcoming you back for a really enjoyable stay. Kind regards General Manager

"Great trip"

5
User 01/10/2019

Went just to get away from daily life for the night had a fantastic time the spa was great enjoyed breakfast rooms are a bit out dated but very clean staff very friendly and very helpful my mum's in a wheel chair and helped with out needs will be staying again

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your kind review, I am pleased to read you and your mum enjoyed your stay. I will pass your kind comments onto the team. We look forward to welcoming you back in the future. Kind regards General Manager

"4 day stay"

5
User 28/09/2019

My wife and myself stayed at this hotel on the 17th sept for 4 days.we were given the honeymoon suite. Our room was great, (although the bed could do with an upgrade). The staff are polite and willing to help. I asked for a bucket of ice and within 2 minutes it was at my door and it is a fair walk from the bar. The breakfast was fine, plenty of choice on the menu and the morning staff are so helpful the manager should be so proud of those 2 girls because the were so polite and helpful. I have lost count of the times we have stayed here and everytime we have been looked after well. My opinion the bad reviews are by people who are very hard to please. If you want 5star service go to a 5 star hotel ....simple and pay the price for it. This hotel is great value for money. You will not be disappointed with this hotel Looking foward to the forthcomming upgrade.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your stay and thought the staff were polite and helpful. We look forward to welcoming you back in the near future. Kind regards General Manager

"Tired Hotel with 3rd rate service - Fawlty Towers"

1
512peterf, Glasgow, United Kingdom 27/09/2019

The hotel is tired and service poor. The rooms are dated and the communal areas are very mixed. I ate in the bar area on night 1 and service was non existent. Dirty tables and not enough staff. The reception,bar and restaurant were mostly unmanned. Staff seemed to be covering functions leaving main hotel guests to wait. The hotel is far too warm, I needed to keep windows open and use a fan on wet September nights. Extremely stuffy. Clearly there is a need for a major renovation. On day 2 I asked for an omelette for breakfast and the "Head Chef" refused to make it. When I asked why I was told "it's not on the menu". I stay in hotels all over the world and this is one of the worst I've experienced. Paying £70 a night for this experience is not acceptable. Having a monopoly on hotel rooms in the local area does not excuse the stuffy tired building or extremely poor service. Remind your staff that customers come first and if they are not happy it's bad for business.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you your review, I am sorry to read you were not fully satisfied with your stay. I would like to confirm that each area of the hotel has its own staff, so I am surprised to read you thought these were all helping in a function, I will investigate this further. I have spoken to the head chef concerning the refusal to make an omelette as we often get these required and have not had an issue previously, unfortunately on this occasion this did happen and I apologise completely. We are in the middle of a refurbishment which will see bedroom and public areas all improved and modernized. I hope you will give us the opportunity to serve you again in the future so we can give you a real display of the true service we offer. Kind regards General Manager

"OOOOOOOH no breakfast"

3
Spiderboy99, Bicester, United Kingdom 16/09/2019

Booked a superior room, upon arrival the individual on reception was curtious and professional was knowledgable and very helpful. We were directed to our room, of which was spacious, clean and although there was a mish mash of furniture it was comfortable. Even though we were in what was called the quiet zone it was not that quiet and guests seem to love slamming doors at one o'clock in the morning and there was a wurring noise coming from somewhere, so not that quiet. Arrived for breakfast the room was only half full, yet things were missing and took sometime to be stocked up. White bread, mushrooms, eggs and bacon were all noticeable by there absence. Once stocked filled my plate with the usual, quality not too bad except the sausages that were of very poor quality. The second morning due to my leg problem i could not get to breakfast in time. At check out advised the receptionist (different to arrival receptionist) that we had not had breakfast, there was no reply, she just put her mobile phone down with a little annoyance and asked what room we were in. I responded with 53 only for her to produce the full bill, i hightlighted again that we did not have breakfast for her to inform us that it was booked so you have to pay for it whether you have it or not. I was in too much pain to argue the point, so left feeling ripped off, given we are loyalty card holders of best western i did expect better quality service. Needless to say when next in south Wales i will stay elsewhere

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for taking the time to write a review, I am pleased to read you found your room clean and spacious. I appreciate that during breakfast items may run low and need replacing with fresh, I apologise if there was an delay in the replenishment during your first morning. When booking the hotel you booked on a bed and breakfast rate, unfortunately if you then do not make breakfast this is not refunded as it is part of the rate plan. I am sorry if you expected this to be refunded on the morning. I do hope you will stay at the hotel in the future. Kind regards General Manager

"One day stay for a nearby wedding"

3
Geoffrey H, Swansea, United Kingdom 15/09/2019

The hotel was a short 10minute stay from the wedding venue. The hotel was dated and in need of a fresh modern update. The bed was comfortable. They kindly kept the bar open until it wasn't needed anymore. The staff were friendly and helpful.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you thought the team were friendly and helpful, I will pas your comments onto them. We are currently undergoing a full hotel refurbishment, which will see all bedrooms and public areas modernized. We look forward to welcoming you back to the hotel in the future. Kind regards General Manager

"Hidden Gem"

5
Emrys_Jai, Swansea, United Kingdom 09/09/2019

We stayed here because we had a wedding in Ogmore about 10 minutes away (a taxi only cost us £12 to the venue). The hotel is very dated but the staff were lovely and spa facilities were on point - we loved the swimming pool, sauna, hot tub and steam room (we used them the next day). The room was clean and the bed was comfy. We didn't eat at all at the hotel so I can't comment on that but we will most definitely return just for some chilled couple time and take advantage of the room service.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Gear Guest, Thank you for your review, I pleased to read you thought our team were lovely and enjoyed the leisure & spa facilities. We look forward to welcoming you back, maybe for a spa break. Kind regards General Manager

"Excellent"

4
Suzanne H, Carmarthen, United Kingdom 08/09/2019

Room was clean comfortable plenty of space for two adults two children decor a bit on the dark side . Staff were very helpful and friendly I am coeliac and was well looked after at breakfast and Eve meal . Pool was lovely had it to ourselves steam room good and hot tub . Did find children's pool times a bit too restrictive. Don't be put off by the bad reviews we would go back.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your stay and that you were looked after during breakfast and dinner. We look forward to welcoming you and your family back to the hotel. Kind regards General Manager

"Standard hotel"

3
Freedom791789, Northampton, United Kingdom 06/09/2019

I was up on the top floor, far end if the hotel. I had a non refurbished room, it was clean but dated and aged. Bed mattress was a very odd shape and I could feel the hard base when sitting to get into bed, was alright when laying down. Walls are paper thin, I could hear the guy next door snoring and someone had left an alarm clock on which went off at 6am every day. Room was nice and dark so I was able to sleep. Wifi was fine though you had to connect early otherwise you couldn't get on late at night. Food was very nice, especially the homemade pizza and staff were lovely. You can hear the cars coming into the carpark.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for taking the time to write a review. I am pleased you found the hotel clean, the staff lovely and enjoyed your meals. I will pass your comments onto the team who will be thrilled. I can confirm we are currently undergoing a full hotel refurbishment which will see all areas and bedrooms renovated to a modern high standard. We look forward to welcoming you back in the future. Kind regards General Manager

"Poor customer service"

2
PJM982, Dublin, Ireland 05/09/2019

Hot food was kept warm for a long time for breakfast. Sausages were really tough. Room was average. Location is ok. £40 taxi from Cardiff. Disappointing after service from the staff. Accidentally left an item behind. Rang a number of times, including the day I left, and gave full details. They never replied.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry if your phone call has not been returned, please call and speak with Kelly Wilkins who will be happy to assist you. Kind regards General Manager

"Bank Holiday Weekend Break"

4
Lisat172209, Esher, United Kingdom 03/09/2019

Overall my family and I were happy with the hotel. It's in a great location very close to food outlets (we booked for room only), some shops and only 15 mins from the beach. We had two rooms, one of which was very nice and modern having been recently refurbished. The other was ok but nowhere near the standard of the other (not having been refurbished yet). After the first of our two nights I asked to be moved rooms as during the night I was woken up by very loud creaking from the floorboards of the guests upstairs walking around at 1am. The hotel were aware of this and therefore the room shouldn't have been booked in my opinion. However, they were very helpful in having me moved (as close as possible to the other room my family were in) and moved my things etc. I've scored them high as the staff were very helpful and dealt with the complaint well. I would stay there again as long as it was in the refurbished rooms. Have included one picture of the first room and two of the new room, also one of the pool which was lovely, including a steam room area and a jacuzzi. Pls be aware if travelling with children they are only allowed in the pool between 7:30-9am and 4-6pm which was quite limiting for us.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you and your family were happy with the hotel and found the staff very helpful. I can confirm all our rooms are being refurbished and all will be to the standard of the refurbished bedroom your family stayed in. In line with this we are looking to add additional insulation and sound proofing to all rooms. I look forward to welcoming you back on your next visit to the area. Kind regards General Manager

"Back in the 80's"

1
Daniel C, Henley-on-Thames, United Kingdom 03/09/2019

Dumped in a back room with the same decor as my grandmothers house. Was unable to relax in the dark, dingy and damp room. Just uncomfortable. Poor value for money. Would never visit again. Not as dog friendly as specified

"Anniversary Spa Break"

4
User 03/09/2019

Had an amazing time at the Heronston Hotel for our anniversary, whole hotel was lovely will definitely be returning, room was stunning and very clean, spa was amazing and the massage was 10 out of 10, food was lovely and not bad prices, and omg the cheesecake was to die for :) all the staff were lovely x

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review and It was a pleasure for us to serve you for your anniversary. We look forward to welcoming you back in the future. Kind regards General Manager

"In need of a revamp"

3
User 28/08/2019

Two night stay over a weekend , overall a reasonable stay but the hotel very shabby. Family room dated and not the same standard as a double room stayed in earlier this year at the other end of the hotel. Room located above the end of the car park where the staff must park , could hear them coming and going late evening and early morning. Corridor leading up to the room full of cobwebs especially round the window , looked like not been cleaned in years. Slow service for food in the bar area. Other family members occupying a double room also commented on the shabby decor and their shower holder was broken and they had to hold the shower head when having a shower , they did report but were told could use the showers in the spa if a problem. Would only stay again as in a convenient location but probably look for an alternative.

"basically good rooms"

3
User 27/08/2019

An old hotel ,creaky floorboords,and bodged up here and there but clean ,and provided all the basics,refurbs on rooms are happening ,one opposite mine.i basically enyoed the stay .The breakfast was so bad that it put me off trying the restaaurant for dinner or lunch ,needs improving ..loads

"Terrible"

1
User 23/08/2019

I came with a friend for a spa day. The Front of House Manager made use feel as though we weren't good enough to be there. She was so rude and condescending. The spa therapists were lovely but hadn't been told what treatments we wanted. The swimming pool was freezing so we couldn't use it. The showers had rolled up soggy, dirty towels in them to stop water and they were dirty. The lockers didn't work properly either. I often have Spa days with friends or my sisters and all in all this was the worst spa day I've ever been on. The above being said, I must say that afternoon tea was very good.

"Fantastic hotel stay!"

5
User 22/08/2019

We stayed in a superior room for a friend's anniversary and had an amazing time. Staff at the hotel went out of their way to help and were so friendly - we will definitely be returning! - lovely stay, lovely room, lovely food!

"Disappointing"

2
User 21/08/2019

After planning this break for quite sometime i decided that we would book the hotel for a family break for my daughter and my 2 grandchildren, it all turned out to be bit disappointing. The wifi is rubbish, the toilet tissue paper dispenser in the bathroom is an embarrassment and truly an art form to get a desired result, both these are important when you have two small children with you. It is truly the most noisy hotel ive stopped at, they also have member of staff with the motorbike that is so noisy it woke me as he left for home at gone 11pm at night and then he was on an early start the following morning he woke me again, that's was round the car park and down the main road and back again the next morning !The place has cob webs on light fittings and i was charged almost 4 quid for a small bowl of chips in the bar for my grandson, i checked this was accurate by a member of staff in the bar only to be told yes the price will be right its a hotel that's what you going to get! What i can say apart from this member of staff behind the bar and another that totally ignored the fact i was waiting to be served most of the other staff are nice, professional and polite never the less i shall never stay here again.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for taking the time to write a review, I am pleased to read you thought most of our staff are nice, professional and polite. I am sorry to read you are disappointed with your stay, I can confirm we have given notice to our current WIFI provider in the hope to get better service from a new supplier, Plus the hotel is currently refurbishing all bedrooms and bathrooms I will discuss the other points you have raised with our heads of departments. I hope you will give us the opportunity to serve you again in the future as we would very much like to improve your impression of the hotel and the team. Kind regards General Manager

"Most enjoyable and relaxing spa retreat"

5
lisahilde, Carmarthen, United Kingdom 14/08/2019

The most relaxing and enjoyable spa experience. Started with an Indian head massage of which was fantastic. Followed by a drink in a very comfortable lounge. Bar staff friendly and helpful. Made full use of the Spa facilities. So relaxing and enjoyable. Extremely pleasant waiters at both evening and breakfast. Couldnt do enough and so friendly. Will definitely be going back very soon.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your stay & spa treatments. I will pass your kind comments onto the team who will be thrilled. We look forward to welcoming you back in the future. Kind regards General Manager

"Groupon deal"

5
Gail J, Treorchy, null, United Kingdom 14/08/2019

Upgraded room for 15.00 which was fabulous. Very helpful staff especially when booking and also the massage with Debbie was fantastic. Evening meal was good although more choices would have been better

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear guest, Thank you for your kind review, I am pleased to read you enjoyed your stay. I will pass your kind words onto the team and Debbie who will be thrilled. We look forward to welcoming you back. Kind regards General Manager

"Lovely mother and daughter stay"

4
julieosborne9, Swansea, United Kingdom 13/08/2019

I stayed midweek for 2 nights with my mother and it was a lovely relaxing stay. The Spa facilities were great and so were all the staff. We dined in the restaurant and the food was excellent and value for money .

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to red you enjoyed your stay, meals and the spa facilities. I will pass your details onto the team. We look forward to welcome you back in the future. Kind regards General Manager

"Rude Spa Staff"

1
User 12/08/2019

Having been to the spa previously this year for a luxury spa package I was reluctant to book again but having been given a voucher needed to use it. Having tried to book over the phone the staff were rude and unhelpful. I felt I was imposing on them by trying to book something and taking up their valuable time! It would be lovely if there was a little more courtesy given to customers trying to book over the phone. It doesn't set a great impression of the hotel when staff are brisk and short with it's customers trying to book into it's spa.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for taking the time to write a review, I am sorry to read you thought the team gave the impression of being brisk and short with you. Our reception team take the spa reservations and I will speak with our Front of Office Manager concerning your experience. I do hope you enjoy your spa day and we look forward to welcoming you to the hotel. Kind regards General Manager

"Highly recommend"

5
Joyce C, Cardiff, United Kingdom 12/08/2019

The room was beautiful. The food was melt in your mouth. The staff were polite and friendly. Gym was quiet. Pool, jacuzzi, steam room and sauna were awesome. Really clean all round. Are definitely going back.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your stay and the hotels facilities. We look forward to welcoming you back to the hotel in the near future. Kind regards General Manager

"Lloyds gathering 2019"

5
A6379GFchrisl, Rocester, United Kingdom 08/08/2019

This is the second time we have used this hotel, and it just gets better. We had a superior double room which was comfortable and stylish. Because it was on the ground floor, we could open our French doors and get plenty of cold air in if we needed it. The bar here is well stocked and the bar staff very friendly, after hours the reception was happy to provide drinks. Being a family event, they had put us in a lovely room for meals. But so we could enjoy this they put all the children under 10 on a special table, who their Mark looked after. He amused them, catered for their every need and more. Thank you again Mark, brill job. Quite honestly it made weekend. We don't go to Bridgend often but next time it will be here again.

"Dated hotel"

2
NCFCDarren, Braintree, United Kingdom 07/08/2019

Stayed for 1 night for work - first thoughts when i pulled up it looked dated, went inside and it is dated, reminded me of a really old chilled out labour club, room was very dated aswell, had a look around the room when i got in and found a pubic hair in the sink (how?!) Bathroom looked worn and really needs sprucing up, bed was solid and the pillows was as hard as concrete slabs but hey ho im only staying 1 night and its paid for by work - i popped out to the bar get get a bite to eat, i ordered a turkey with sage and onion stuffing sandwich which was all fine and ordered, waited for it and it turned up in good time but was told they had ran out of sage and onion stuffing so have me turkey and cranberry instead!! Not once was i told they ran out but just decided to just serve it up to me! I cant stand cranberry and the staff noticed that but i was starving so ate it anyway. Went back to the room to chill out, ordered dinner later on and got that in good time i ordered a flatbread pizza with ham etc... I took it to the room and I'm pretty sure i was missing stuff from the meal but again it was free paid for by work so pointless complaining, later in the family from hell with kids move in the above room jumping all over the place - brilliant! Sounded like they were in the same room as me! Could hear them speak/cry everything! Walls and ceilings must be made out off paper, managed to sleep with the rock hard pillows.....then woken up by the family from hell above at half 5!! Message to hotel - sort the ceilings and walls out its a joke start again! Glad i was there for 1 night and i didnt pay to stay - do not bother to stay here if you want a quiet night go and find somewhere else!

"Lovely Hotel"

4
dungey2002, Bath, United Kingdom 29/07/2019

Booked last minute to see family. Really nice hotel, was put in one of the recently refurbished rooms and must say it was spacious and well equipped. Would have liked a bath as well as a shower but thats a minor gripe. Bed was large and comfortable. Nice being on the ground floor and being able to open some French doors and let the air in. Staff were very welcoming and friendly. Couldnt get the wifi to work, unfortunately reception didnt know how to resolve. Also could only get 4 channels on the TV. Put it down to a refurb issues. Nice self serve breakfast with plenty of choice. Would have like eggs to have been cooked fresh as they tend to go hard when left on a warm plate

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased you liked our newly refurbished bedroom. I will pass your kind words onto the team who will be thrilled. We look forward to welcoming you back in the future. Kind regards General Manager

"Bring Ear Plugs and your own food"

1
jpouch256007, Cardiff, United Kingdom 29/07/2019

Despite the swimming pool and the leisure facilities being fabulous. Our stay was spoiled by terrible room service. My pregnant partner and I had booked this hotel in an attempt to have a quiet romantic break. We both ordered room service. However, both meals came about a hour after ordering and both were burnt to an absolute crisp (even through ironically both meals turned up stone cold!!), despite the fact that half of the order was missing. We then attempted to call room service to request a normal cooked meal and the remaining items of our order (which was on a receipt that they had made me sign) to which I was left with a ringing tone for nearly 10 minutes. We therefore took our meals to the other side of the hotel to reception and requested that they changed our meal whereby nothing complimentary was offered and not even as much of an apology. The second meals turned up, considerably cold again and with only one set of cutlery but at a 2 hour wait, we were both prepared to eat the sofa so could not be bothered complaining to be disappointed again. Following this, as we were given a floor room, we could hear every footstep of the customers above us which kept my pregnant partner and myself awake for merely 75% of the night to then be woken by loudness coming from customers in the greenery area abutting our room at around 7am the following morning. Upon Check-Out, the receptionist stated that we had a check out fee of approx £55+ (which included breakfast) even though we actually hadn't left our room. Appalling hotel and I can safely say, stay away!!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry to hear you were disappointed with your stay and room service meal. I will investigate the points you have raised with the Restaurant Manager and Head Chef. I hope you will return in the future so we can change your view of the hotel for the better. Kind regards General Manager

"Sue Daniel"

5
5Nuthatch, Ewenny, United Kingdom 28/07/2019

Lovely, warm, comfortable, clean hotel full of character. Really lovely staff especially Sarah and Dale in the bar and the French gentleman, Michel, in in the restaurant! The food unfortunately was not consistent.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased you thought the hotel was clean & full of character. I will pass on your kind words tot he team. I will investigate further your comments concerning the meals as consistency is a key to improvement in this area. We look forward to welcoming you back . Kind regards General Manager

"Needs pulling down and starting again"

1
lauramT4720PH, London, United Kingdom 27/07/2019

Best Western should be ashamed of the state of this hotel. I have honestly not stayed anywhere as shabby as this in years. The hotel feels more like a holiday park from the seventies with chalet style bedrooms and awful carpets throughout. To charge anything for the state of the room I stayed in is quite disgraceful, the whole place needs pulling down and starting again. My room had dirty, stained and worn carpets, discoloured grouting in the bathroom and cheap, nasty fixtures and fittings. The slip mat provided for the bath should have been thrown away years ago. The springs in the mattress had gone so that I had to keep moving back to the middle of the bed all night to avoid rolling off. The walls are thin and doors heavy so that I was constantly woken up by doors slamming and could hear everything from the room above and conversations of people walking past felt as though they were in the room with me. As far as I can see the hotel's only saving grace is the staff who were pleasant and helpful and who deserve better conditions.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased you found our team pleasant and helpful. I am sorry you were disappointed in your bedroom, I can confirm the hotel is currently in the middle of a huge refurbishment, which will see all standard bedrooms, bathrooms full refurbished, with work on the superior bedrooms and public areas to follow. I do hope you will give us the opportunity to serve you again in the future, possibly in one of our newly refurbished bedrooms. Kind regards General Manager

"SPA DAY"

3
User 22/07/2019

Went here on 21 July 2019 for a Spa day with my two daughters. The exterior of the hotel is unattractive and looks quite run down. Signed in for the spa and the girl on reception was very helpful and advised us of the day activities and gave us our robes, slippers and towels and directed us to the Spa area. The swimming pool area was very dark with sparkly lights in the ceiling which were pretty and made for a nice setting, but the trouble was the floor around the pool area was very slippery as it held a lot of surface water so in the darker setting you needed to take extra care. This was evident by the number of times the cleaning lady had to come and brush away the surface water with a mop and towels. I mentioned this to the therapist who came to collect me to take me for my treatment about how it was an accident waiting to happen and she said she has witnessed many people "nearly slipping" on the surface. Returning to the pool area, there were not enough loungers for those who had booked a Spa day as there was a larger group in the pool area who were also on a Spa day but we managed to source two for the three of us to share. We asked about the relaxation room which is common at most spas to be told this was being used by a therapist due to the Spa day being popular for this day with a number of people booked in, so in other words the hotel was making as much money as it could at the expense of some of its facilities. Also both me and my daughter had chosen a mini pedicure but only one of us could have this as only one pedicure station available in the treatment room, yet my other daughter had to go for her treatment earlier and on her own and was not having the pedicure so why didn't they take one of us who were having the pedicure first so the station was available for both of us. This didn't make sense to us. The massage and mini pedicure were ok and the therapist was very friendly but to be truthful I have had better treatments at other Spas. The afternoon tea was nice so no complaint there. There was a wedding taking place in the hotel and visitors to the hotel and those using the spa were able to access and exit the hotel and Spa in their robes and slippers through the bar area where the bridal party had congregated after the ceremony and if I was the bride would not have been happy, as their event should have been kept private and away from other guests. On exiting the hotel to go home we were surrounded by guests from the wedding party smoking and drinking in the car park area, again not a nice sight for visitors arriving at the hotel for a relaxing stay or Spa day. I am not sure if the hotel has grounds at the back but this is where I would have put the bridal party after the ceremony away from other guests. Would I return??? No, as I said I have had better Spa days at other hotels..

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review of your Spa Day. We are sorry for the inconvenience you experienced as the Spa and hotel were busy, but we are pleased that you found our staff to be friendly and helpful and that you liked our Leisure Club and you enjoyed your afternoon tea. I am sorry that our relaxation room was not available for you. We are planning to refurbish and expand our Spa facilities to include a dedicated reception and dining are for Spa Guests and more treatment rooms and a bigger relaxation area so your comments regarding the wedding guests have all been noted. Kind Regards General Manager

"Wedding"

2
User 22/07/2019

Attended a family members wedding and the bar bills between us were increasing as the day/night went on. They were expensive enough without them charging what they liked throughout the day. The round stayed the same all day but each of us were charged different prices. Absolutely disgusting. Drinks watered down too.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review. I understand that you or someone in your party has been in touch with our Events Organiser to look into the discrepancies and it was regarding single and double measures in the rounds. Please contact our Deputy Manger Mark Burgess at the hotel if you would like further assistance. Kind Regards General Manager

"Beautiful Getaway"

5
AliAhmed24, London, United Kingdom 22/07/2019

The breakfast was exceptional with a wide choice of cooked and continental options. Rooms were clean, the staff was pleasant, the swimming pool had a beautiful ambiance. Had a nice day trip to Tenby, which is about an hour and a half drive. Would stay again and recommend to others!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you so much for your review. We are pleased that you enjoyed your stay and we look forward to welcoming you back to the hotel. Kind regards General Manager

"Over priced for a terrible experience"

1
User 19/07/2019

To start with, the photographs used to show the hotel, bedroom, bathroom, bar, and dining area are either extremely dated, or have had some heavy photoshop work done before being put on display. What I experienced when I was there for 2 nights is not what is displayed in the photographs! Moving on, my bedroom and bathroom were both very old, dated, and overused. The paintwork was chipped and peeling away, the skirting boards were a mess, the radiators in the room didn't work, the carpet was worn and tired, the bath had large chips. To make things worse, the walls and ceiling are thin and poorly insulated, I could hear everything from anyone who walked past my room along the corridor and the people staying in the room above me - it was like I was back at University paying a Landlord for an over-priced ground floor room with terrible neighbours. But the Landlord is cheap and is only looking to make a quick profit! Next, the hallways, bar and dining area. Again these areas were all very old, dated, and overused. I ordered the gammon steak meal and my partner ordered the fish and chips meal from the restaurant on Friday evening and the quality of the food was awful. My steak was overcooked, burnt and chewy, the batter on the fish was soggy, the vegetables from both meals were bland and most probably from frozen - there was nothing fresh about these meals. And then there was breakfast. The quality of the food was better than the evening meal, but the choice and selection was minimal. I could not see a lot of staff, so tables were left for a long time before being cleaned up, and on occasions there seemed to be no staff at all. The small selection of cooked food ran out very quickly, and it took a long time before any more food was brought out. I did not use the pool, sauna or spa area. I was charged £200 for a 2-night stay, for the actual quality of this hotel, it is not worth it. If people are looking for advice, stay somewhere else, there are plenty of other hotels just a couple of miles away.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, but we are very sorry for the inconvenience you experienced and that you did not enjoy your stay. We are currently commencing a major refurbishment of all of our standard bedrooms and bathrooms and your comments regarding your room have been noted. We are very sorry that you did not enjoy your evening meal on Friday and your comments have been reported to our Head Chef, all meals and vegetables are prepared freshly at the hotel though. Your comments regarding breakfast service have been passed to our Restaurant Manager. Once again I am sorry for the inconvenience you experienced and I do hope you will consider returning to have a more enjoyable stay next time. Kind regards General Manager

"Anniversary Stay"

4
kelly072019, Newport, United Kingdom 17/07/2019

Overall very good despite the building renovations. Staff were genuinely very accommodating even though we needed to report a few issues. All were handled professionally, friendly, with suitable humour making it an easy and non intimidating encounter.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review. We are sorry for the inconvenience you experienced during your stay but are pleased that you found our staff to be professional and that they were able to help. We look forward to welcoming you back to the hotel. Kind regards General Manager

"Not dog friendly"

1
User 10/07/2019

This hotel declares itself to be dog friendly, it's not. Dog are pretty much restricted to the room, not being allowed in the bar. This means you have to have breakfast in you room, which has an additional cost. And when it arrives it's very basic, coffee, toast, orange juice and yogurt. I really would not recommend going here with your dogs.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry to read you felt we were not dog friendly. We do restrict dogs in the bar area as food is being served. We have continental breakfast available in our bedrooms, which is additional if you do not have breakfast included in your rate, however we do charge a tray charge for serving breakfast to your bedroom. I hope you will return in future with your four legged friend. Kind regards General Manager

"Wedding of Carys & Jack"

5
User 08/07/2019

Attended a beautiful, family wedding here over the weekend, and would happily stay here, in future. The staff couldn't have been more professional and polite, and you could see that they worked diligently to make sure that the day went without a hitch. There was something for everyone with the selection of food & drink, the rooms were clean and cosy, and the surroundings were very pleasant. It was a lovely day.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your stay and the special day. We look forward to welcoming you back in the future. Kind regards General Manager

"Wedding of Mr and Mrs Jones"

5
User 07/07/2019

Rooms, food and staff at the hotel are all simply amazing! Stayed two nights for a family wedding, the venue was absolutely beautiful and the food was out of this world! The staff done an amazing job organising the big day! Provided bridesmaid with a conference room to get ready which was very kind! Nothing was ever too much for the staff! Very friendly people! The spa was amazing and the facilities were outstanding! The day couldn't have gone as smooth as it did without the massive efforts of the staff! Big pat on the back for you all! Beautiful grounds for the wedding photos also! Have stayed at the hotel a few times and will always continue to return!!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am so pleased to read you enjoyed your stay and the wedding. I will pass your kind comments on to the team who will be thrilled. We look forward to welcoming you back in the future. Kind regards General Manager

"Birthday treat"

5
Dreamer20592242679, Rhondda Cynon Taf, United Kingdom 07/07/2019

Stayed here 3 times and loved each time. Rooms are lovely, food in the restaurant was lovely and staff are very friendly. Amenities are fab! All at a brilliant price. Just a short drive to Ogmore, our favourite place! Will definitely be back!!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am so pleased to read you enjoyed your stay, the amenities and our location I will pass your kind comments on to the team who will be thrilled. We look forward to welcoming you back in the future. Kind regards General Manager

"Carys and Jack wedding"

5
User 07/07/2019

Stayed the night in a superior room and immediately felt the benefits of the air con on such a warm day. All the hotel staff were great and provided a cot for our 17month old in the room. The venue for the wedding was great and the food was lovely. We have stayed in the Heronston in the past and will no doubt stay there again

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am so pleased to read you enjoyed your stay and the wedding. I will pass your kind comments on to the team who will be thrilled. We look forward to welcoming you back in the future. Kind regards General Manager

"we enjoyed the spa and breakfast"

5
Quest51815057170, Cardiff, United Kingdom 01/07/2019

had a lovely stay. the staff were very friendly and helpful. staff arranged a taxi for us to El Prado our favourite restraunt. Ogmore beach was just 10 mins away, making it a great location. Our room was very clean. Breakfast was also good. We enjoyed the pool and spa on both days. the next morning we took a 15 minute drive to Porthcawl prom. Will definitely be back

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your stay, thought the hotel was clean and breakfast good. We are in a lovely area of the country and I can see you made the most of your stay by visiting a number of locations. We look forward to welcoming you back in the near future. Kind regards General Manager

"Spa stay"

4
Meg0309, Cardiff, United Kingdom 25/06/2019

Stayed here on Saturday night. Had a great time. Hotel was really busy 2 weddings on but it didn't affect us or the staff. Service was 5*****. Staff were really friendly enjoyed the spa had back and neck massages. The ladies were lovely. Breakfast was great room lovely and clean and all the facilities we could want. Menu choice in the restaurant a little bit limited but food we had was lovely.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you enjoyed your stay and thought the staff and facilities were lovely. We look forward to welcoming you back in the future. Kind regards General Manager

"Nice friendly hotel , dog friendly , nice family rooms"

4
impress_me50, Ferndown, United Kingdom 24/06/2019

This hotel looks a bit tired on the outside in some areas but internally the communal areas are quite modern, the family room was old style but very big and really suited us as it was in an annex away from the main hotel with easy access outside for the dog . despite a large wedding in progress the hotel never felt like the staff were overwhelmed and minimal waiting for drinks etc. breakfast was good quality and a decent selection of cooked and continental . This felt like a well managed hotel with friendly attentive staff . And this made our stay more enjoyable than some much more expensive hotels I have stayed at . I have rated the sleep as average but this is only due to the fact that most hotel beds dont give me a fantastic nights sleep this one included.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your informative review, I am pleased you enjoyed your stay. I will pass your comments onto the team who will be thrilled. We look forward to welcoming you back for a family break in the future. Kind regards General Manager

"dirty, inaccessible, not disabled accessible - DO NOT STAY HERE"

1
Sarah L, Bath, United Kingdom 10/06/2019

Despite friends visiting and securing a room that was kitted with a disabled assistance facilities and that I had a medical assistance dog. I was accused of lying despite having a conversation regarding my use of an electric wheelchair and breathing equipment, alongside a carer I had an assistance dog. Im not kidding nine fire doors to go through a narrow corridor, to get to the room which was not adapted in any way, very very dusty and dirty, The staff was rude, breakfast in room as we could not face the heavy doors - was lacking food, e.g. no butter for the continental, GROSS! My dog got unwell staying here, could not wait until I could get home to wash and bathe. £120 we were charged per night not the deal rate - RIP OFF!! I would give this hotel no *, the staff were rude, insulting - never again!

"Very pricy for bad service"

2
flying15, Leicestershire 06/06/2019

Waiting over 1 hour for mains to be delivered is poor, coach party given given priorty. bed joined side ways on not down length told no rooms to go to. Some staff very good some very bad. Room cleaning done well twice, 1 day no water or coffee/tea top up or complementry shower gel ect.! We have complained to Best Western as Hotel not Bothered when their.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you thought the hotel was clean. I am sorry to hear you had a wait on dinner and found some staff very helpful and others not to be the case. I will look into the points you have raised and discuss with the heads of departments involved. Kind regards General Manager

"Avoid avoid avoid!!!"

1
JJLBx, Bristol, United Kingdom 06/06/2019

If I could give this place a 0 I would. Checked in to our room to find urine stains all over the bed. Brought it to the night staff attention who moved us rooms, brought to managers attention in the morning and she told us to prove it was urine and not orange juice. Extremely rude towards us. Had a meal which was awful. Ordered a medium steak which came out blue and a southern fried burger which was rock solid waited 45 minutes for terrible food. Brought it to waitresses attention and she said we could get a refund if the chef agreed it was a poor meal. Was 9pm so couldn't get anywhere else to eat and got told just take away which we couldn't bring back to the room as it's against policy. Would avoid this place at all costs..

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry to read you were unhappy with your stay. I understand that you sent you meal back and received a complimentary bottle of wine as the steak was not cooked to your liking. You decided to have a takeaway which you spilt on your duvet and duvet cover. When you spoke to the night reception team they moved and upgraded you to a superior room complimentary. The following morning when you spoke to the duty manager, he then took all accommodation, dinner and breakfast charges from your invoice, which just left the spa treatment charges which you said you had enjoyed. I believe this was more than adequate compensation and that the hotel did all it could to help you, however you were still unhappy to pay for a service that you had enjoyed. I am sorry you feel the need to continue and are not happy with the discount of a complimentary room, breakfast and dinner plus a bottle of wine. Kind regards General Manager

"So good I went back 5 more times"

5
Barbara D, Heathfield, England, United Kingdom 05/06/2019

Love the welcome I get when I arrive, it's such a find to have a spa attached to the hotel. Nothing nicer than a dip and a sauna at the end if a work day. Nothing going is ever too much trouble. I had a noisy neighbour which was dealt with quickly and tactfully.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review and recommendation, I am pleased to read you have had numerous enjoyable stays. We look forward to welcoming you back in the near future. Kind regards General Manager

"An OK hotel at best "

3
Newtzy, Goodwick, United Kingdom 04/06/2019

I recently stayed for two nights at this hotel. Firstly I want to highlight how good the staff are at the hotel, quick email response time, polite etc etc. Hence why I gave the hotel a 3 star review and not a 1! When you enter the hotel you instantly get hit by the smell.. The only way I can describe this is an old musty smell and quite dated decor. Before I arrived at the hotel I had read some reviews where people had been commenting on the rooms being very dated, but the manage had been responding with the rooms are currently all be refurbished to a more modern standard, i contacted the hotel to ask for one of the refurbished rooms and the receptionist informed me that no rooms are currently being refurbished or were planned to be, but I could upgrade to a superior room for a £15 a night charge. I agreed to this. I was very surprised though that on trip advisor the manager is giving the impression that the rooms are being refurbished... When I entered my superior room I was surprised that although the room was nice it was the sort of room you would get as a standard room at a premier Inn, it was nice and comfortable but nothing I would ever call 'superior'. There was a couch which was nice and the TV was placed in front of it - which made it difficult if wanting to watch TV in bed. The bed itself was comfortable but the velcro strip down the middle of the bed to join them together is very warped and lumpy which caused a lot of discomfort while sleeping. On of the mattresses was also higher than the other. Breakfast was OK, not bad but not fantastic especially on the first morning as there was a big cycling party in who went to breakfast early so by 730am alot of the continental breakfast had gone and while I was there was not stocked up... (which was fine as I only had toast anyway)

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you thought the staff were all good. I am sorry if you have been given the impression that the rooms are not being refurbished, work has commenced on the standard bedrooms and we are planning a full refurbishment to include public areas. I am sorry to read the hotel did not fully live up to your expectations, but do hope you will return again in the future and possibly stay in one of our newly refurbished bedrooms this time. Kind regards General Manager

"Lovely afternoon tea and spa day"

5
haylharris, Swansea, United Kingdom 04/06/2019

We visited herenston hotel yesterday. We were warmly greeted by the staff and enjoyed a delicious afternoon tea, with lovely china and scrumptious scones and cakes. We then spent the rest of the afternoon in the spa. All facilities were clean and pleasant and the atmosphere was very relaxing. We all had a back neck and shoulder massage from Ellie, and it was the best back massage I've had. Left feeling very relaxed and chilled. Would highly recommend for a spa day.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your lovely review, we are very pleased to read you enjoyed your spa day. I will pass on your comments to the team and would like to thank you for your recommendation. We look forward to welcoming you back in the near future. Kind regards General Manager

"Average hotel in Bridgend"

3
User 30/05/2019

Hotel is ok but quite tired. Superior rooms are large and have seating area which is good. Food pretty mediocre. £5 for a sandwich with hardly any filling. Room service tray food not covered which is not hygienic.

"Review"

2
User 26/05/2019

Good service, cleanliness of room not so good, very dated, old curtains and decor, key to the door was very temperamental swimming facilities good however again cleanliness not so good, bit pricey for what it is, didn't want to eat there.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you thought the service was good at the hotel. I am pleased to confirm we are refurbishing all bedrooms and public areas, this will bring all areas of the hotel up to date. I hope you will return again in the future and stay in one of our newly refurbished bedrooms. Kind regards General Manager

"Decline in standards"

2
suziered, South Wales, United Kingdom 26/05/2019

Having been a regular guest for the last five years I fear I will not return. I used tolike to stay here because it was dog friendly and convenient with a good standard. However standards have dropped markedly in regards to breakfast, the ability to have a good night's sleep and the lack of concern by staff. Woken up by deliveries at 0520 and then again at 0600. No staff available to report it to unless you took the long trip to reception (which I did). Breakfast on the Sunday was of poor quality and it would seem regular guests suffer if a coach party is booked in. They take priority apparently. At no point was any solution offered or any interest taken Full rate paid for the room, which had no working sockets in one half of the room. Only towels and toiletries supplied for one person. I hope management take note of these issues and address them.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for taking the time to write a review, I am sorry to read you were not fully satisfied with your stay. All guests are important to us and we want everyone to enjoy their stay at the hotel. I will speak with our suppliers as the delivery's should not be happening until after 8.00am. I will also speak with our restaurant manager concerning the breakfast situation on Sunday. In terms of the towels and toiletries, there is usually am additional full set in the wardrobe. I apologise if you felt you were not fully looked after during your stay and would hope you will return in the future for a much better stay. Kind regards General Manager

"Poor"

2
EmmandyB, Bridgend, United Kingdom 19/05/2019

Nothing special about this hotel. They only care about the big money making events. Breakfast average. Bed and pillows etc very uncomfortable and needing updating. In fact the whole place could do with updating! Rooms not soundproof meaning you can hear everything above, below and next to you! Find somewhere better to go!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I would like to confirm we are currently refurbishing our guest bedrooms and all points mentioned are included within this refurbishment. I do hope you will return in the future to one of our beautifully refurbished bedrooms. Kind regards General Manager

"Supremely dated, but with reasonable service"

3
london_dr_sk, London, United Kingdom 18/05/2019

Stayed here with family (3 people in all) last November- we were visiting friends and relatives in Cardiff (and Pencoed) for a weekend. This property looks good on reviews and photos but beware, it is extremely dated. The rooms are all in a sort of a maze with hundreds of self-closing double doors (this makes carrying luggage upstairs quite bothersome). The access to some of the rooms is via the swimming pool. The whole layout is poorly thought out. A botched modern-day conversion of a very old property, is my humble opinion. Parking is plentiful but can be tight. There was a sporting weekend ongoing that weekend and there was huge activity around the bar and restaurant that Saturday. Parking was difficult as was ordering stuff. However the service was quite good overall. Other gripes- smelly, old carpets everywhere including in the rooms and the bathrooms are not up to scratch. Mattresses are average too, so can be an issue for back pain sufferers. Overall- just below par, not value for money entirely.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I would like to confirm we are currently refurbishing our guest bedrooms and all points mentioned are included within this refurbishment. I do hope you will return in the future to one of our beautifully refurbished bedrooms. Kind regards General Manager

"Phoenix nights hotel?"

2
Bryndon01, Huddersfield, United Kingdom 16/05/2019

I stayed here for a training course nearby but for a best western hotel it is extremely dated and reminds you of a 1980's butlins. Threadbare carpets in reception and corridors. The rooms are in desperate need of redecorating and updating. Old net curtains at the windows and shabby bathroom with an old shower curtain. Breakfast order was wrong for myself and guests on the next table. Cross between faulty towers and phoenix nights.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I would like to confirm we are currently refurbishing our guest bedrooms and all points mentioned are included within this refurbishment. I do hope you will return in the future to one of our beautifully refurbished bedrooms. Kind regards General Manager

"Lovely staff couldn't make up for dated, shabby hotel"

2
LookitsJudith, Devizes, United Kingdom 10/05/2019

Whilst I was there the 80's called and asked for their hotel room back. Positives: Very pleasant staff, drinks in bar reasonably priced, bathroom fairly recently updated and in good order. Negatives: Pillows of concrete, few plug sockets for charging devices etc, unpleasant stale smell in corridors (possibly due to swimming pool??). Cooked breakfast very salty, only coffee available was dispensed from a machine - no fresh coffee on offer.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you thought our team at the hotel was lovely and very pleasant. I would like to confirm we are currently refurbishing our guest bedrooms and all points mentioned are included within this refurbishment. I do hope you will return in the future to one of our beautifully refurbished bedrooms. Kind regards General Manager

"Good Carvery "

4
aaron927, Bridgend, United Kingdom 28/04/2019

We were a party of 21, the service was excellent (especially Michael) and we were well looked after. Choice of 3 meats (turkey, pork and beef), Yorkshire pudding and you help yourself to a very good selection of vegetables, stuffing and gravy. The Carvery has only been going at the Heronston for a few weeks but already it's establishing itself as one of the best around. Excellent value for money too. My only complaint is that the room that you eat in is boiling hot which is why I only gave it 4 stars but the food alone would get 5. Air conditioning is desperately needed.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased you enjoyed your meal and think our carvery is the best around. I will pass your lovely comments onto the team who will be thrilled. We look forward to welcoming you back to the hotel in the near future. Kind regards General Manager

"A great stay"

5
George W, London, United Kingdom 25/04/2019

A real hidden gem. Location wise it is perfect for Cardiff , Bridgend, Swansea. Local restaurants are at your doorstep if you want to go out. Restaurant is very nice and breakfast was one of the best I've had in ages. Room spacious, quiet and comfortable.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am really pleased you enjoyed your stay. I will pass your lovely comments onto our team. We look forward to welcoming you back in the near furture. Kind regards General Manager

"Lovely Easter break "

5
AbiJoe, Halesowen, United Kingdom 24/04/2019

Myself, Partner and our son stayed here for 3 nights over Easter weekend and would highly recommend. Yes like other reviews say it's alittle dated but it's very clean and the staff are great. Check in was smooth and our room was a family room in what seemed to be the older part of the hotel, it was alittle dated but very clean and with everything we needed. The beds were comfy, the curtains blocked the light, tv was good and the shower great! We had breakfast every morning which was fantastic. Hot and cold Buffet breakfast with plenty to choose from and great choice. The foreign waiter was fantastic really chatty and making lots of effort with the children and giving out Malteaser bunny's on Easter Sunday. We used the pool area which is lovely, really relaxing in the jacuzzi and a nice sized area. There is a steam room and sauna too. All of the facilities were very clean and reception give you spa towels to use too. We had an meal in the restaurant one of the evenings which was very good, the steak was cooked very well and the gins went down nicely too. On our last day we had a problem with our door not locking, they moved us quickly and a young man came to help with all our luggage. Our second room was equally as nice. The hotel is in a great area, nice and quiet with plenty of places to visit. A few shops local and a designer outlet about 15 minutes away. We also visited Porthcawl and Ogmore-by-sea which are both around 15 minutes away. We will definitely be back.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for taking the time to write a review, I am very pleased to read you enjoyed your break with us at the hotel. I will pass your lovely comments onto the team who will be thrilled. We look forward to welcoming you and your family back in the future. Kind regards General Manager

"Food quality spoilt our stay"

3
User 01/04/2019

Stayed 3 nights from Saturday. Bar meals only available for dinner on Sunday and Monday and the quality was very poor. Make sure you are specific when asking for breakfast eg Full breakfast is one of everything. If you require 2 eggs or 2 sausages ask or you will only get the minimum

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear guest, Thank you for your review, I am sorry to read you were disappointed with your meals at the hotel. We do provide a full breakfast, but as you say you can ask for additional items as and when required. I will look into the point raised that the restaurant was unavailable on Sunday and Monday, unless it was fully booked at the time you required. I will however investigate this further. I look forward to welcoming you back in the future. Kind regards General Manager

"The Good, The Bad and The Ugly"

4
lorraine w, South Wales, United Kingdom 31/03/2019

Bearing in mind I had phoned twice before our arrival to confirm things, upon arrival there was confusion as to if we were booked in. Only one person on reception and a queue of people behind us. In the end a frustrated receptionist found that someone had booked us in under our Christian names? The room we were in was lovely, very spacious and a nice king size comfortable bed. Clean apart from the disgusting stained curtain, once they were closed though we could not see it. The sofa and chair had seen better days as well. The Waiting Staff were lovely, over seen bu the charming Michael who is a real asset to the Hotel. He made sure we were all ok and put right any wrongs there were. The Bar area was kept clean but the Chairs were a death trap, they wobbled from side to side, had material hanging off them and when I mentioned it the Barman shrugged his shoulders and said I know. The staff were kept busy and considering the amount of guests I feel they needed a few more working. 3 times over the 2 days we were there we had to wait to be served as there was no one at the Bar, then 2 drinks in one round were wrong. We booked a Spa treatment with a Cream Tea, 20 minutes after the booked time we asked when it would be served to be told oh in a different area! Then when we got it there was no napkins, short of items and very lack lustre. The system for using the Swimming pool was a nightmare, and caused such great confusion for everyone, also as it was all done by the receptionist you had people waiting to book in, spa treatment bookings, pool users waiting on towels and keys, manic. Overall though it was a fantastic weekend, we had loads of laughs and the Bar prices were reasonable. Have since been told that next month is a scheduled refurbishment which I am sure will put things right. We will visit again and see.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you would book again in the future. I can see that a number of things could have been preformed better and this will be discussed with the heads of departments. I am sure you will have a lovely visit in the future and we are also looking forward to the refurbishment. Kind regards General Manager

"Overnight stay"

2
Iain S, Monmouth, United Kingdom 29/03/2019

Meeting with evening meal. Lunch for 100 delegates very average with tepid main course. Evening meal generally overpriced with sole fillet that looked like tomato soup but beef option really quite good. Veg very much on the raw side of al dente and puddings lamentable. Excellent cheese option. Room comfortable and well appointed with massive bed. Breakfast reasonable but " full English" disappointing I wonder how long the fried eggs had been cooked?

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you thought your bedroom was comfortable and well appointed. I am sorry to read you had mixed reviews on the dishes you were served some excellent and some not to your liking. I hope you will return in the future where we can achieve glowing reviews about all the meals served. Kind regards General Manager

"Dreadful Experiance"

1
User 27/03/2019

The room was old and tatty, the shower didnt work properly, they continually only supplied 1 set of towels for a twin room with 2 people staying, food choice in restaurant was poor, I had to go find the bar tender nearly every time i wanted to order a drink, so many other issues

"Meryl"

5
User 27/03/2019

Everything to do with booking this hotel is fabulous, Meryl the lady on the other end of many emails and phone calls is brilliant. She always has a sunny disposition and always helps me with any query we may have. Excellent customer service skills from the whole team and they are always happy to help.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you have received excellent customer service from the whole team and especially Meryl. I will pass your comments on to the team & Meryl who will be thrilled. Kind regards General Manager

"Poor food and overcharging"

2
Bilp42, Cardiff, United Kingdom 25/03/2019

My wife and I attended a weekend group booking and found the hotel to be more than satisfactory, however we had a group evening meal booked for the first night and were served with inedible chicken as part of the main course. It was dry, very difficult to cut and impossible to chew. The second evening we had another group meal and this time the beef as part of the main course was difficult to chew and tough beyond all expectations. These problems may be the result of the chef or of the ingredient suppliers - either way, our stay was spoilt. The real kick in the teeth came when settling our bill and our only extra was one Daily Mail newspaper on the Saturday, cost £1 - as it always is, but the hotel insisted that the cost was £1.70p. I queried it and was not given an explanation, so i just paid the 70p extra as the hotel, obviously, needed it more than I did. All a bit of a shame, as the weekend was more than satisfactory otherwise.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for taking the time to write a your review, I am pleased on the whole you thought your weekend was more than satisfactory and that your group organiser has enquired about returning again next year. I am sorry to hear the problem you had with your main course, I understand that our duty manager worked to resolve this issue on the night. In terms of the charges on the newspapers, these are produced automatically by the computer system, it may be that since this was set up the prices have changed, I will look into the current prices of all newspapers and ensure this is matched in our system. I am pleased that your party will be returning next year and look forward to a fault free break and an excellent review following this next stay. Kind regards General Manager

"Great experience tarnished"

2
Cassandra0416, Newcastle upon Tyne, United Kingdom 25/03/2019

Room and facilities were lovely, enjoyed stay until the morning. Attempted to call room service several times, ended up having to call from my mobile and was spoken to very very rudely by the receptionist, all I wanted was to ask about room service and she told me she was too busy and hung up, had to then call back twice more just to get some water brought to the room as we gave up on the idea of breakfast due to this. Very disappointed as it would have been a lovely stay otherwise and this experience left me with a bad last impression. As a receptionist myself I am confused why I was spoken to this way at all, completely unprofessional!!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review. I am pleased to read you enjoyed your evening and stay. I am disappointed that you felt the receptionist was rude, I will look into this matter further. Room service breakfast is requested to be ordered the night prior by hanging your order out by 2.00am, but this is not reason for a receptionist to be rude. I hope you will return in the future and look forward to welcoming you back. Kind regards General Manager

"Nice room. Good pool and nice bar"

5
GPSHADOW, Sunderland, United Kingdom 19/03/2019

Stayed for 3 nights whilst on business. Check in was efficient. The room was large with a comfy bed and decent shower. It was also clean and tidy. Bar food had flavours and reasonable price. The sauna was good as was the pool, although the changing rooms are a bit on the small size. Breakfast was lovely and cooked to order, one of the best poached eggs I have had in a long time. A very pleasant stay.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased you enjoyed your stay. I will pass your comments onto the team, especially the breakfast chef who will be thrilled. We look forward to welcoming you back on your next visit to the area. Kind regards General Manger

"Tired hotel in need of refurbishment"

3
MFen2015, Edinburgh, United Kingdom 19/03/2019

Expectations were high after reading several reviews, however we found it to be disappointing. Downstairs was ok but once through to the rooms it was tired, and in need of refurbishment, room was ok, bathroom needed major upgrade. Spa facilities were nice. Breakfast was pretty good but we had an evening meal that was very disappointing. Major plus was staff were lovely and very helpful. We were told refurbishment was about to take place so once finished I think it should be a good hotel.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you enjoyed your breakfast and you would return once our refurbishment is complete. I am sorry to read you had a disappointing dinner experience, we look to continually improve our standards, using fresh local ingredients and reviewing our training on a regular basis. We look forward to welcoming you back in the near future. Kind regards General Manager

"Spongy bed and squeaky door"

3
Knockout, Frome, United Kingdom 19/03/2019

Stayed for 4 nights with a colleague while visiting the area on business. I laughed when I got room 13, but unfortunately it proved unlucky for me. The room was clean but as someone well over 6 foot tall, I found it a real job to get comfortable in the single bed, the mattress was very tired and to cap it all, outside of the room were the double swing doors that everyone passes through going to and from the bedrooms and they had an annoying squeak. Staff at breakfast were very friendly and the freshly cooked breakfast was ok with many other options available.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I will pass your kind comments onto the breakfast team who will be pleased. I am sorry to hear there was a squeaky door outside your bedroom, I will get maintenance to look at this immediately and resolved the issue. I look forward to welcoming back to the hotel in the future with a double, queen or king size bed to suit you more comfortably. Kind regards General Manager

"Fabulous Weekend "

5
KensterC, Bagenalstown, Ireland 19/03/2019

Myself and my fiancée Michelle were over in Wales for the weekend and were booked in for two nights. After checking in we had to make our way through a wedding reception in the bar area in order to get to our room, this did make us feel slightly uncomfortable as we felt like we were intruding on the party. However that aside, the staff were super friendly, the food served was beautiful, breakfast was very well organised and well stocked with a large variety. The pool area was very relaxing and very well maintained with a staff member constantly cleaning. For the money it is very well worth staying here, we would highly recommend it and look forward to returning at some point soon.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you enjoyed your stay. We look forward to welcoming you back in the future. Kind regards Carolyn

"Pay the extra for a superior room!"

4
20094, Birmingham, United Kingdom 09/03/2019

Spent a week at this hotel recently with colleagues. My room was fab, recently refurbished with a large double bed, sofa, dressing table and lovely new bathroom. The heated towel rail didn't work and I couldn't get any cold water out of the tap in the basin. I reported this to reception but it stayed like this for the duration of my stay. Shower was lovely and hot! My colleagues rooms weren't so nice. Dated and smelly with old, poor quality furniture and very basic bathroom. It is definitely worth paying slightly more for a nicer room! Breakfast has a good selection, cereals, pastry, fruit, and the hot options were made to order. Dinner in the bar and restaurant was lovely with a good selection to choose from. I can recommend both the Monkfish and the chicken fajita stack. Pool is lovely, with a steam room, sauna and jacuzzi although the jacuzzi did make my eyes sting. Gym is very small with no ventilation but it has all the basic equipment you need. Staff very friendly and approachable and check in and out was stress free.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased you enjoyed your stay and would practically recommend one of our superior bedrooms. I will pass your comments onto the leisure and food & beverage teams. Just to keep you up to date we are currently refurbishing the standard bedrooms, once completed they will all be of a very high standard and modernised. We look forward to welcoming you and your colleagues back in the future. Kind regards General Manager

"Spa day visit"

4
babst1, Bristol, United Kingdom 03/03/2019

I came here with a friend in January. We came for a spa day which also included lunch and 2 treatments. We enjoyed our day very much. Sauna and steam room were excellent. Only dissapointment was that there was a problem with a pool heater and so it was a bit cold to get into the water. Once in the pool it was quite pleasant. Treatments we had were excellent. Back, neck and shoulder massage and also a facial. We had a meal in the bar area. As one of the meals was not availalbe an alternative was offered, We even got to taste some welsh cakes. We also had a dessert which was absolutely delicious. Bar staff were very friendly. This was my second visit here as I have previously been here for an overnight stay and that was also very good.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your spa day and have previously been to the hotel for a spa stay. I will pass your comments onto the team who will be thrilled. We look forward to welcoming you back in the future. Kind regards General Manager

"Spa is brilliant, everything else not so much."

2
lleucu24, Ceredigion, United Kingdom 02/03/2019

The spa was brilliant, treatments were relaxing and the pool and hot tub was a nice place to be, kids are allowed in the pool at times, but were generally well behaved. Dinner in the Crane restaurant was nice but very small portions, and breakfast was a complete disaster, pancakes were shop bought and luke warm, and my partner's fry up was missing half the things listed and also cold, adding to this that it took nearly 45 mins to come out of the kitchen when the restaurant was nearly empty. The rooms themselves need an update, the walls are paper thin meaning you hear every movement and every word of the conversations of everyone around you. I would recommend the spa but definitely not the hotel.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear guest, Thank you for your review, I am pleased you enjoyed your spa experience. I am sorry to hear you were disappointed with your breakfast. The bedroom are in the process of being refurbished and once completed will be fully modernised. I hope you will return again in the future and have a truly positive experience in all areas. Kind regards General Manager

"Horrendous"

1
778zoew, Newport, United Kingdom 28/02/2019

Extremely disappointed with my spa package and night stay. When we arrived, the woman on reception was pleasant and checked us in, when we got to our bedroom we were disappointed to find the room was nothing like those advertised on the website. Very basic and old fashioned, we booked double beds but we were given a twin room with a toilet that didn't flush. We weren't provided with any towels, robes or slippers like you normally would in a spa, we had to get changed in the changing rooms by the pool and take our towels with us from the room. I was unable to find a locker that operated properly so we had to take our belongings with us to the poolside. We could smell the chlorine from the bar area. We were unable to relax on the loungers as the cushions were soaked through. Water was dripping from the ceiling on to us which made us feel uncomfortable. We were sat in the jacuzzi and our eyes were stinging. We had to get out because of the strong chemicals. I was very disappointed the facilities weren't up to standard. We left to have a shower, my friend had what has since been diagnosed as an asthma attack and also had a panic attack. She couldn't stop coughing, was sick & couldn't catch her breath due to the poor air conditions (combination of steam and chemicals trapped in the air) Luckily another customer entered the changing rooms and helped us as I didn't want to leave my friend on her own in these conditions. We were unable to find any spare, clean and dry towels. The customer went to look for assistance, a member of staff came panicking and ran out and wasn't sure how to help us. Then another member of staff came , and although they very nice and tried to help, he informed us his first aid had expired in 2016, we were also told that the air conditioning was broken, causing the stream and chemicals to stay in the air. As a form of apology we were offered a free desert with our meal, we ordered the chocolate Soufflé. We were given a completely different dessert. Talking to the member of staff later in the restaurant he informed us that since our incident, they had to close some of the spa facilities. The bar area was cosy but we had to wait a while to be served as no one was stationed behind the bar. The next morning we were in a rush to get back home as both of us had work. The massage was late, and did not last as long as we were informed. However, the massage was nice. This package deal was bought for another couple, I am glad they didn't go in the end as I wouldn't want them to experience what we did.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry you were disappointed with your stay, I have already been in correspondence with you concerning the points you have raised and confirmed the following:- The pool & spa pool chemicals were tested three times during the day and all confirmed they were in the correct safety range. The air condition was not working making the area very humide, all spa guests were contacted prior to their stay to confirm this was the case and to ask if they would like to postpone their stay to another day. The chocolate soufflé is not on our menu we have a 'Beignet Souffle' with chocolate crumb - this is a French dish made from deep fried choux pastry not a traditional soufflé as you seemed to suggest. I have also confirmed that all Duty Manager have active basic first aid training, plus we have a number of first aiders on site in addition to the basic first aiders. I am please you enjoyed your spa treatments and can confirm the allotted 30 minutes with 25 minute treatment was fully used for your treatments. As I have stated previously, I am sorry to hear your friend was unwell and apologise if your stay did not live up to your expectations. Kind regards General Manager

"Very very good"

5
User 28/02/2019

Booked here about two weeks ago on a whim. Then read reviews on here and else where and expected smelly rooms rude staff dog turds in reception etc etc etc. But on visiting one of the best all round hotels iv stayed in affordable clean tidy lovely room, very nice staff leisure facilities where great no cold swimming pool for us I will definitely go back

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am happy to read you enjoyed your stay and will look to return. I will pass your comments onto the team who will be very pleased. We look forward to welcoming you back. Kind regards General Manager

"Family party"

5
86maz, South East England, United Kingdom 27/02/2019

Stay here for two nights staff was lovely and helpfull Room very clean and food was great only problem we had was a smell in The hall which staff was told but still there when we left I would recommend this hotel To my friends and family

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am happy to read you enjoyed your stay and would recommend us. I will pass your commend onto the team who will be very pleased. We look forward to welcoming you back in the near future. Kind regards General Manager

"Didn't have high expectations-wasn't disappointed"

1
Amanda M, Cardiff, United Kingdom 23/02/2019

Invited to a family party at this hotel so decided to stay overnight-few drinks no worries about driving home. The hotel is well located a couple of miles off the M4 at Bridgend,easy access etc. Check in, one person on the desk-very friendly-totally unaware that her chat was creating a bigger queue minute by minute-but better to be friendly on reception-shame she had no one to support her, but it quickly became apparent that all the employees multi task due to lack of staff overall. The room was “superior” if you don't mind the smell of damp. The bar was unmanned (big rugby match this weekend-place seemed full of thirsty customers). When the receptionist came to serve at the bar eventually-there was quite a queue there too. The party in the evening went quite well-one staff member multi tasking did a good job-certainly earned his money! The buffet was awful-curly sandwiches, undercooked chicken, sausage rolls, really poor. Breakfast was a shambles, no milk available at the buffet for most of the time we were there, poor quality and selection. The reception was unmanned on checkout for 15 minutes-when Tara finally made an appearance she was rude and aggressive, said she worked for TUI as her main job and she didn't care about this job! Overall really predictable in it's mediocrity -what a shame.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am disappointed to read we were unable to exceed your expectations during your stay. On a Friday afternoon our bar is unmanned between the lunch and the dinner served from 3.00pm to 5.00pm, all guests can obtain drinks as the duty manager is available to serve during this time, sometime an alternative member of our team who is trained in this area will help and serve also. The bar is manned throughout the day on a Saturday and on very busy Fridays, so was manned throughout the rugby match on the Saturday afternoon. I am surprised at your comments concerning the buffet served to the party you attended, the items on the buffet are the organizers choices, which are freshly made on the day. We take our responsibilities under the food safety regulations very seriously. All cooked food is temperature checked and must achieve the correct core temperature before serving this will not allow undercooked food to be served. I understand that Tara came in to work from home in the middle of the night to assist our night team, helping one of your party members who had become ill and was awaiting an ambulance. She was here from 3.00am until the ambulance arrived at approx. 5.30am. This was not a job requirement and she did this of here own accord, this is not the actions of a person who does not care about her position, she does work in the Summer months for Thomas Cook but in the winter months works at the hotel and has done for numerous years. I hope this explains some of the points you have raised and hope you will return in the future to superior stay where we can excess your expectations. Kind regards General Manager

"Room Lots"

1
Guide54610253831, London, United Kingdom 21/02/2019

This is a hotel is in two parts, the newer rooms are of a good standard. Due to needing a double and a twin we got to see the difference. We stayed in the older part for 1 night and it was overly priced for what we had. The room was worn, dark and the bathroom depressing. If you are booking ask for a newer room.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you enjoyed stay in our superior bedrooms. We are working through our refurbishment programme and all bedrooms will receive a full refurbishment, so all bedrooms will be of really good standard. We hope you will return in the future. Kind regards General Manager

"Good Hotel...just a little blip"

4
Peterdelg, Bacup, United Kingdom 18/02/2019

We booked through hotels.com and chose not to order breakfast but on arrival decided to pay for breakfast separately for the Saturday morning. On getting to the dining room we were offered a choice on the continental breakfast Buffet and the waiter took an order for our cooked breakfast...he did say something else but English was not his first language and he was a bit difficult to understand. We loaded up on toast and pastries as when the cooked breakfast arrived it was meagre to say the least. Then just as we finished out came a hot buffet breakfast....as you can imagine we were a bit annoyed. We went to the reception desk and we were told the hot buffet breakfast only came out when the restaurant started to get busy but I explained we weren't told that...or might have been..as I said, the waiter was a bit difficult to understand...nonetheless we felt a bit cheated and weren't given the full breakfast options. The duty manager came to speak with us and promptly arranged for us to have breakfast the following morning free of charge. A decent gesture and appreciate the hassle free approach by mark (duty manager) who listened and understood our complaint. The hotel was good and I would recommend it to anyone staying in the area. It has good facilities, friendly staff and we enjoyed our room...even if we did have to move the tv from the lounge of our room to the bedroom....thank you

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear guest, Thank you for taking the time to write a review, I am pleased to read our Duty Manager Mark dealt with your issue suitably. I am sorry you did not understand our Head Waiter Mickael when the procedure was explained your yourselves. We look forward to welcome you back in the future. Kind regards General Manager

"Larger rooms than most hotels"

3
Shimmy192, Doncaster, United Kingdom 17/02/2019

I have visited Bridgend many times over the years on business and only just recently found out about this hotel- since my colleague uses it regularly and I stayed in the same hotel as him. The rooms are on the large side and well equipped with a small settee in the room I was in, (58). Nice to be able to sit down properly instead on a dining style chair and the bed of course. The TV was on the wall and a decent size. Indifferent mattress in that slightly on the lesser than firm scale. Bathroom was well decorated and nice. The first nights stay breakfast was not very good in that it came lukewarm and with a fried instead of boiled egg, 1 bacon, 1 sausage, 2 hash browns, mushroom, beans- 2nd day much warmer but with 2 bacon and 1 hash brown this time- poached egg slightly runny, We ate in the smallish bar one night, this was busy but you still had to ring for service, either a drink or to order food. Prices a little high- I had the steak pie with chips, gravy peas- for £9? It was a bought in round pie- hence my slight disappointment. Staff seemed nice and friendly. There was a strong smell of Chlorine in the reception area and towards the bar - (no idea where the pool and stuff are so cannot understand why there was such a smell). Threshold of smell for this is 0.25ppm so for it to travel so far it must have been quite high to say the least.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your extensive review, I am pleased you enjoyed your stay overall. I will pass on your comments to the appropriate departments for their review. We look forward to welcoming you back again in the future. Kind regards General Manager

"very helpful and great staff"

4
20Sarah19, Blaenau Gwent, United Kingdom 16/02/2019

We had a great stay, room 49 bed was huge for my mother and I, shower was fabulous and the treatments well they was out of this world, loved the lighting in the pool area, dinner was great, breakfast was average still nice but sasuages need an upgrade you need to have hot plates, all the staff was kind caring and helpful, thank you for our wonderful stay. xx

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for taking the time to write a review, I am pleased to read you had a wonderful stay. I will pass your comments on to the team who will be thrilled. We look forward to welcoming you back. Kind regards General Manager

"Overnight stay"

2
bigmacSwansea, swansea 09/02/2019

Check in was fine but got to our room there were cobwebs dangling and stains on the ceiling also the tap in the bathroom was leaking. Went down to the spa and steam room wasn't working and pool was cold. Had a massage and got to say it was amazing the girls were lovely. Went to the bar and had to ring for service, we booked food in the restaurant now i know it states a la carte but it was so small i ordered in a take away. Went back in the evening to the spa to use the Jacuzzi and it was being emptied even though it was an hour before the spa was closing. Breakfast in the morning was nice didnt get what we ordered but didnt question it as staff were busy .

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read your check-in was smooth, you enjoyed your spa treatment and breakfast. I apologise for the issue with your room, our housekeeping team have been informed of your comments. I have also forwarded your comments concerning the swimming pool area to our leisure manager, but I do understand there was an issue on the one weekend which is resolved now. I apologise for any inconvenience caused to you hope you will return to the hotel in future for a enjoyable stay when we can exceed your expectations. Kind regards General Manager

"Leisure club member - Always given 5* but sadly it's 1* until improvements"

1
863debbiew, Cowbridge, United Kingdom 03/02/2019

I speak on behalf of myself and other leisure club members: we are the loyal ones, the ones who always pay our monthly membership, the ones always there to build up the spa to other guests, the ones who encourage friends and family to join!! The condition of the spa and leisure club in the last few months have been appalling and a health and safety issue. The pool at present is so cold very minimal people dare enter. I am fit and healthy but, the water is so cold (colder than the sea) no exaggeration, your blood vessels constrict immediately and you have to pant rather than breathe. It has the potential to cause a child, vulnerable adult or an elderly member to go into a cardiac arrest. The levels of chlorine in the jacuzzi and pool are far too high, hence the odour throughout the hotel (as described in previous reviews). The sauna has been out of order (freezing cold tonight) p, the steam room out of action, broken equipment in gym. We as members are fed up and some of us leaning to go elsewhere. When the spa is running well, it's great and especially when there is dedicated spa staff there. It's all very well putting signs up about 'do's and don'ts about safety but, what about our safety. Please put a clock back up by steam room so, that we can see how long we have been in ther (that's if it's working), please put a timer and sand timer in sauna (again so that we can see how long we've been in there. The changing rooms need updating (no toilet seat tonight), rust etc. The biggest issue which is probably causing great issues for the hotel is, the air conditioning not working which, is showing great deterioration in the decor (crumbling and bubbling of decor) and the biggest issue doors open everywhere (fire exit, main door, changing room door), this has great safety issue when showering as, we are very vulnerable to anyone walking in. You might wonder Heronston Team why, I'm not telling you this but, no one listens, no one apologises, no apology signs in spa, numerous members want answers, when will things be put right. The spa is a 'goldmine' for your hotel. I have been a member at the most exclusive spas but, choose to come to yours and travel many miles (this is due to lovely, pleasant, professional staff) Don't loose us, save us, get things right and we'll stay, start emailing and communicating with the members. We understand sometimes issues are beyond your control so, just relay this to us as, we are still paying every month.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am sorry to read you are unhappy with the pool facilities at the hotel. In answer to your query, we are fully aware of the issues with our pool and have signs apologising to our leisure members at the sign in desk. We are aware of the steam room which has been repaired and the issue with the pool heating & air conditioning machine. In fact the pool was closed while the temperature was at it lowest. The heating element of the machine was repaired on Saturday and we await a part for the air conditioning element of the machine. There are no and have not been any gym machines out of order in this time. We do listen to our members and have spoken to numerous members throughout the time that we have had an issue in this area and will continue to speak to them directly. It is unfortunate that this machine has broken down but we ensure that all machinery is serviced regularly to try to prevent breakdowns like this. I hope you can understand we do all that we can to resolve these issues in the quickest time possible. Kind regards General Manager

"Never again!!!!!!"

1
tracyd543, Chichester, United Kingdom 03/02/2019

I have never written a bad review, I would rather not write anything. This time though I felt I had to. As soon we walked into the hotel the smell of the pool hits you. We booked in, the receptionist was very polite and friendly. Not sure why a morning wake up call when there's is a clock radio in the room. All the way round to our room, the smell of the pool increased and became unbearable. The smell even flooded our room. The room was clean. The matress on the double bed was extremely hard and lumpy, spare flat, pillows were in the wardrobe. It would of been more comfortable sleeping on the floor. No sleep, a cricked neck and a, now, bad back. The radiator needs bleeding as occasionally gurgling as the hissing sound of the water passing through it addedtoan extremely poor night. Breakfast - bacon dripping wet, scrambled egg porridge But the best thing was that you only need to put the bread through the toaster twice (unlike other hotels we have stayed in). If you want a latte expect half a cup. The orange juice was bitter although the cinnamon buns, pancakes and waffles were delicious. The head waiter was a little bit patronising towards me (wheelchair user) and I felt that I lost a couple of brain cells. The gentleman on the reception upon leaving was also polite. So from the title of this post and the review - yep we are never staying at this hotel again. I really hope that this hotel isn't standard example across the Best Western brand. This is a hotel that needs not only the pool cleaned (chlorine smells stronger the dirtier it gets) but a complete overhaul. I know that there will be the standard company reply from the manager and I know that the management are doing their best with a bad lot, so Head Office start taking notice of these reviews because at the moment the only nice thing I can say is "the room was clean".

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry to read you were disappointed with your stay at the hotel. We have had over the past week an issue with our pool air conditioning which is making some areas of the hotel smell slightly of chlorine, this is being resolved at present and we were awaiting parts to arrive at the specialist engineers. The mattress on the bed in the room you stayed has been replaced within the last six months, so I am surprised at these comments, I will however look into these and the pillows. I hope you will stay in the future, possible once we have completed our refurbishment. Kind regards General Manager

"Good in parts, not so good in others. Average Hotel in need of a little refurbishing"

3
John_M_from_Cardiff, Cardiff, United Kingdom 29/01/2019

Visited the Heronston for a weekend spa visit booked for my wife and I as a Christmas present. Would I come again? For the spa yes for the restaurant or to stay probably not. Pros With one exception the staff were all very friendly and helpful. Spa treatments we had were very good and facilities in the leisure centre were good although it is quite small, with only room for 8 sun-beds. It is very dark so don't expect to read a paper book unless you have a book light. Other issues which I would hope are one offs but slightly spoilt our stay were on the second day of our stay the steam room was out of order and on the first day the sauna was a little cool and then on the second day cranked up to deep fat fry and impossible to stay in for more than a few minutes. No obvious way to control the heat so maybe a thermostat issue? This aside we enjoyed the Spa. Cons Restaurant food as hit and miss. We had a lovely mini fish pie starter and stir fry steak main but this was tempered with a creamy salmon and spinach pasta dish which had coagulated and had to be sent back and what appeared to be a pan-fried soufflé unlike any I've seen, which wouldn't have been so bad had it not tasted like it had been deep fried, badly drained and with barely a teaspoon of whisky sauce and not really what I was expecting. Next time will probably try Bridgend town centre for restaurants instead. The bar and restaurant were very noisy as there was a party on however it was the room that was the biggest issue. We were at the back of the hotel and far from the road and wedding party but despite this our bedroom was probably the noisiest I've stayed in. The problem was the soundproofing between rooms was totally inadequate. Every step in the room above or door close or toilet flush reverberated into our room and after a late (ish) night we were not happy to be woken at various times early morning by guests in the room above just walking around. This started around 06:00 through to 08:00. No fault of guests upstairs, just the floors in the hotel, so would be a good idea not to put guests above others unless absolutely necessary however they really need to look at the floor boards and space between rooms to resolve this as that's clearly not always possible to arrange. Had it been a Premier Inn I'd have been claiming my money back on their perfect night's sleep guarantee! Breakfast was okay. Very busy so we had to wait 10-15 min to be seated and then the usual self serve full English vs Continental which was fine by the usual standards but annoyingly the ubiquitous conveyor toaster which causes queues and never toasts properly. I hate these contraptions. I'm always pleased to find hotels where they bring tea and toast to you while you queue at the buffet and don't know why more hotels don't do this - Makes for better guest interaction and enjoyment of the breakfast scrum and it would be a big improvement if the Heronston adopted this.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review following your Spa Break at the hotel. We are pleased that you liked your Spa treatments and our Leisure facilities, but we are sorry the steam room was out of order, this has now been rectified. We are sorry you were not happy with all of the dishes you received when you dined in the restaurant and your comments have been passed to our Head Chef. We are also sorry for the inconvenience you experienced when you were in your bedroom and your comments regarding the sound insulation in the ceilings of our Superior bedrooms have been noted. We are pleased that you enjoyed breakfast but your comments regarding the toaster have been passed to our Restaurant Manager. Once again we are sorry for the inconvenience you experienced but we do hope you will consider staying with us again. Kind Regards General Manager

"A Step back in time!"

3
Journey05583517166, Bournemouth, United Kingdom 28/01/2019

Hotel room was very dated in decor and furnishings but was clean*, but had water issues - no running cold water in shower and hot water was scolding hot. (This was reported during stay). Bar area was small, got very busy /noisy with adjoining function rooms. Breakfast options were ok, something for every taste. Some linen on beds were bit marked but not on sleeping areas!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review. We are currently planning a major refurbishment to include all of our standard bedrooms and bathrooms and your comments have been noted. We are sorry for the inconvenience you experienced and your comments have been passed to our Maintenance Manager and our Head Housekeeper. We look forward to welcoming you back to the hotel. Kind regards General Manger

"Noisiest Hotel I've ever stayed at."

2
User 28/01/2019

I was woken up at 2.30 by some sort of generator noise, the heating was noisy, could hear other guests using the toilet and flushing, could hear other guests floor boards creaking and couldn't turn the radiator off when it was boiling in the room. And the whole place smelt damp. Couldn't wait to get out and get home.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review. We are very sorry for the inconvenience you experienced. We are currently planning a major refurbishment of all of our standard bedrooms and bathrooms and your comments, including those regarding noise insulation, will be taken into account. There are wall mounted thermostats in all bedrooms to control the heating but we are sorry if this was not explained to you. Once again we are sorry for the inconvenience you experienced. Kind Regards General Manager

"Lovely stay ruined"

2
maz69, uk 27/01/2019

We arrived at the hotel to head straight to the spa for our treatments. We were handed gowns and slippers, left our stuff at reception and spent a few hours relaxing in the spa. The treatment by Charlotte was really good and she was very friendly. As we had booked a groupon deal this included dinner. There were about 5/6 options to choose from and the food was good. Staff were very attentive. We then went back for a quick swim before heading to bed. The music from the wedding that was going on downstairs was very loud in our room, bass was pumping too. We went to reception to ask for a TV remote so we could try and drown out the music. We explained the music was very loud and we were told normally we would have been moved into a different room as they don't usally occupy those rooms when weddings are on due to the noise but tonight they were fully booked. Sadly this went on until early hours of the morning and it was very loud meaning there was no chance of getting to sleep with it going on! (with TV full blast you could still hear it in the background so that plan didn't work!) Such a shame as this spoilt what would have been a lovely stay. The staff were very nice and the hotel was clean so would have been giving a 4 or 5 star if it had not been for the noise. I think the rooms which are subjected to the music from weddings should either be occupied by wedding guests or not at all!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review. We are very sorry for the inconvenience you experienced and that we were not able to allocate or move you to a room away from the function. We do try to allocate the rooms close to function rooms to those attending the events so we are sorry and we have put messages on all websites about possible noise from functions. We are pleased that you enjoyed your Spa break otherwise and we look forward to welcoming you back to the hotel for a more relaxing stay next time. Kind Regards General Manager

"Hotel? More like Motel"

1
User 27/01/2019

The hotel is outdated and needs a massive renovation to give value for money to the customers. Regardless of it being a business-get-away, all the waitiers/waitresses and bartenders look depressed and you can wonder why when they are refused to have staff meals and only get “break” if they have a smoking addiction. The overall stay was poor and I was massively disappointed with the room, the nights stay, the interrupting cleaning staff which don't knock.. and the slow, long food service which delivers still raw food (chicken). The only good part about the hotel is that everyone was drunk and the receptionist was polite.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review. We are very sorry for the inconvenience you experienced. We are currently planning a major refurbishment of all of our standard bedrooms and bathrooms and we hope you will return to see the results. Your comments have been passed to our Head Housekeeper and to our Head Chef and we are sorry for the inconvenience you experienced in your room and the restaurant. Best Regards General Manager

"Sunday Lunch "

5
User 19/01/2019

We went a few Sunday's ago as a family. As per normal very nice Sunday lunch, with desert and starters. Service from the staff with a smile and always very helpful staff. Well a Worth a visit lots of parking.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your lunch. I will pass your comments onto the team. We look forward to welcoming you back. Kind regards General Manager

"Excellent"

5
yvonneford, S.Wales U.K. 19/01/2019

Just got back from a groupon taken here. The staff couldn't have been nicer to be honest. From initial check in to the restaurant to the the pool area. Everyone was helpful polite and welcoming. The room was spotlessly clean and warm. Good parking. And the breakfast was absolutely superb. Piping hot and freshly coooked. Spa treatments bang on time and so relaxing. I really can't fault the place. Thankyou

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your spa break. I will pass your comments on to the team who will be thrilled. We look forward to welcoming you back in the future. Kind regards General Manager

"Good value for money "

5
User 15/01/2019

Generous sized room, clean and tidy. Lovely spa facilities and good food. Friendly and welcoming service...better than some of the more expensive hotels we have stayed at! Basic hotel but the customer service of the staff make it!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased you enjoyed your stay and our spa facilities. I will pass your lovely comments onto the team. We look forward to welcoming you back in the future. Kind regards General Manager

"Spa weekend"

3
User 15/01/2019

Good weekend away. Good location for outlet village shopping. A birthday treat for my mum. Clean room but very tired decor. Lampshades were very old and shabby, falling apart. Spa area is nice, although clock didn't work so couldn't keep an eye on the time for treatments and sat on a broken sunbed. Massage and facials were good, treatment bed wasn't good as not very comfy and didn't feel very sturdy. A spa robe etc package was five pounds each but the robes weren't sized. One massive robe, (man size) one okay (size 12, I would guess) and one teeny one! Took back to reception and they said that this was a common problem as they had no sizes. Why? They opened up two more packages to find another medium size, but I made do with a small, that really wasn't quite big enough as I didn't feel I could ask them to keep opening packs up! Staff were really friendly, happy and helpful. Food was nice. Breakfast on first morning was lovely but second morning, as hotel was much busier, it was was a buffet. The hot food was not very hot. Overall I think this was okay for the price we paid. I'd go back.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read that you enjoyed your stay and would return again. I will pass your feedback and lovely comments onto the team. Feedback is really important as it confirms what we are getting right and what areas need further work. We look forward to welcoming you back in the future. Kind regards General Manager

"The smell of the pool chemicals was overwhelming"

3
EmersonCJ, Newcastle upon Tyne, United Kingdom 09/01/2019

We spent a night here and the staff were delightful and couldn't have been more welcoming. However, the hotel is tired and in need of refurbishment. There is carpet tape over torn carpet in the corridors, the décor is dated, it feels rather sad, and all that could be overlooked, had the pungent smell of pool chemicals not pervaded everywhere.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you thought the team were delightful, I will pass this on to them and they will be thrilled. I will look into why the you could smell the pool throughout. The feedback you have provided is important to us and helps us to improve our service and standards. Kind regards General Manager

"New year's Eve gala dinner"

5
User 02/01/2019

We booked this late but what a great Night. The Hotel was clean and cosy. The rooms could do with updating but were fine for purpose. The Gala dinner was exeptional. Food was of good quality and of gormet standard. The service was faultless. Micheal was especially helpful and really friendly and so good at his job. We would recommend this event what good value for money. Keep it up Heronston.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased you enjoyed your New Year at the hotel. I will pass on your comments to the whole team and especially Mickael who will be thrilled. We look forward to welcoming you back in the future. Kind regards General Manager

"wonderful family hotel"

5
User 30/12/2018

Top quality all round as usual. This hotel has everything you need and would expect to make your stay an enjoyable experience. The general quality of the accommodation , helpfulness and friendliness of all the staff all contribute to providing the experience you expect and receive.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased you and your family enjoyed your stay and I look forward to welcoming you back in the future. Kind regards General Manager

"Family pretty happy with their stay "

4
avidtripper2, Porthcawl, United Kingdom 29/12/2018

I booked the Heronston for 2 nights for my Dad, my brother and nephew as my Dad has mobility issues & can no longer manage stairs in my home. My brother & nephew also had a room at the hotel as my nephew has severe autism & doesn't cope well in my noisy home filled with family. Also the pool area was a bid draw as my nephew enjoys water therapy & we knew it would be somewhere he could chill out. The rooms were absolutely fine,clean beds & plenty of room for Dad to move around the bed. The rooms were at the back of the hotel so they were very quiet & it was a nice touch that they had adjoining rooms as my Dad isn't very well these days & it was extra reassurance knowing my brother was next door. They both said breakfast was fine with plenty of choice and had no complaints. We took my grandson along to the leisure spa to enjoy the pool & he loved it. The pool area was clean although the towel hamper was about 10 foot high but it was towards the end of the day. The pool area itself is extremely pleasant with a very nice chilled out atmosphere and it was wonderful to see my nephew relaxing and enjoying himself especially given the stress of travel and a strange place. My brother commented that he slept extremely well which is very unusual given his health issues so all in all I think we'd definitely book the hotel for future family visits.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guests, Thank you for your kind review, I am pleased your family enjoyed their stay and especially our pool area. We look forward to their future visits. Kind regards General Manager

"Xmas Day"

3
484hev, Porthcawl, United Kingdom 29/12/2018

Xmas Day for lunch, first sitting and very quiet when we were in there for a good half hour or so. Have to say the dining area was decorated lovely, colours and the party bits on the tables and balloons were lovely too. Waiter took our drinks order and as soon as he walked away they came with the starters, I said that was a bit quick as we hadn't even had our drinks! I knew what was coming then and no way were they going to rush us, but of course the sorbet came swiftly as well. I know what it's like as I've worked as a waitress and have done a lot of functions, but it did feel very uncomfortable having all the staff lined up waiting. Anyway once the mains came we felt more at ease especially as the next sitting had come in, food could of been a lot hotter and to be honest we all felt the vegetables were not cooked well especially the sprouts. I only had them as well because I don't like new potatoes and the carrots were soaked in butter, yuk! Plus you only get 2 roasties, which weren't even crunchy and a parsnip I was very disappointed with the main. We were offered more veg, but it was enough. We all agreed the meat was good and well cooked, though it was one thick slice of meat. Once the waitress came over to clear the plates I asked her if they could hold off the dessert, as I knew they would rush that out and we had only been there an hour if that! The dessert when we did have it was enjoyable, we then had tea/ coffee and a piece of fudge which was included. The tea was ok but my dad complained about the coffee, it was luke warm and knew it had been stewed sat in the pot for so long. We don't like making a fuss but when you're paying as close to £70pp you expect high standards, they came to replace the cups quick as but then we had to ask for the coffee after 10-15mins (the place was packed) understandably. Anyway once it came it was fine, most people were probably only interested in alcohol but with us it wasn't and the hot drink was needed as I had work to go to and my mum was on antibiotics (which may of been why she was ill on the way home from having the champagne sorbet oops). We were there for 21/2 hours so not bad in the end. They had the whole thing for the kiddies with Santa and a very talented balloon person, making allsorts with them. We even got to have a look in with that which was nice! They also had lovely wrapped biscuits you could take on your way out and that was a lovely touch, I'll be honest the biscuits were enjoyed very much and that little extra made up for the little problems. The staff were also very pleasant and can't fault them, this is probably the 4th time we've ever gone out for Xmas day and we were doing it more for my nan but I'm more of a stay at home person. Would we go here again, I think we can all agree it would be a no for Xmas but for any other meal maybe yes. For the price I think a little more could have been included somewhere across the courses, but it's an experience and most parts we enjoyed.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your detailed review, I am pleased to read that overall you enjoyed your lunch. Christmas day is a big event at the hotel and I apologise if the waiting staff were a little to attentive in their service of your table. We look forward to welcoming you back in the future. Kind regards General Manager

"Festive afternoon tea"

3
88franh, Bridgend, United Kingdom 14/12/2018

I booked afternoon tea for 2 groups of friends on different days. The presentation on a wooden sleigh was lovely - and it was huge!! Lovely crockery with matching teapot and sugar bowl with tongs for the cubes. Day 1: Plenty of choice. Nice selection of sandwiches; beef; turkey; smoked salmon; cheese. Warm tartlet with cheddar & cranberry (would have preferred Brie) Scone with jam and cream, stollen, warm mince pie, chocolate brownie with brandy buttercream, trifle and an orange desert served with candy canes. Disappointed the crusts were left on the bread and using cheddar instead of Brie. Customer care excellent for the first half of the tea but non existent for the latter half. Day 2: Sandwiches - cheese, salad, tuna, coronation chicken - poor choices in my opinion and still with full crusts. The cheddar and Brie tartlet was cold and so was the mince pie. No stollen on this occasion and only 1 candy cane. The idea of a festive afternoon tea is lovely. I think more thought needs to go into the content and presentation of the food. Photos show day 1 & day 2.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review and for attending one of our festive afternoon tea's. We have served many tea's over the festive period and received numerous excellent comments. I am sorry you felt there was a difference in the two tea's you were served and that you did not like the presentation of the sandwiches with the top and bottom crusts on. I do hope you will return to enjoy future afternoon tea's. Kind regards General Manager

"Meet Santa Christmas Meal"

5
User 09/12/2018

As a table of 11 paying £17 per head for a Christmas dinner (09/12/2018) I had half expected it to be mediocre. We had a wonderful meal considering the price and the waiting staff could not do more for us on our visit. All this whilst dressed as Elves! The meal was nicely seasoned, we were offered more vegetables and gravy, and even though one of our party was unwell and unable to make it waiting staff went out of their way to box up his (already paid for) meal. I know plenty of other establishments that would not even consider this. We had two children under 5 who were entertained by staff and Santa who made an appearance to give out a really lovely gift (not a cheap tacky toy - this was a Keel plush/stuffed toy) and took time to listen and pose for a photograph. As a party we did not feel rushed and the seating was absolutely fine. We have a couple of complainers as part of our group and they could not praise today enough. We will be booking again for next year - thank you very much.

"Christmas party"

4
User 09/12/2018

I attended our works Christmas party at the hotel over the weekend and decided to also book a room for the night. The party was very well catered for, plenty to eat, great table decorations and the entertainment was very enjoyable. Did feel that the cost of the night and the drinks were a bit pricy. Staff were pleasant, friendly and welcoming and looked smart and professional in uniform. The room was spaceious and clean, and the bed was extremely comfortable. Tea and coffee facilities were available and plenty of information regarding room service, the hotel, surrounding area were available in the room. Overall it was a very pleasant and enjoyable stay and I would definitely stay again.

"One night stay "

5
lind_0512, England, United Kingdom 09/12/2018

Have stayed here before and again highly recommended. Very well looked after even though we arrived late in the evening and it was buzzing with Xmas parties. We booked a dog friendly room and was fab, very comfortable. Breakfast in the morning was perfect . Would definitely stay again

"Shocking service"

1
User 08/12/2018

Very outdated and run down not worth the money . Customer service rubbish . Felt like the room above was coming through very loud and creaky !! Came for my 30th would never come again the food isn't great only part that was great was the therapy's from beautician . First night the bar staff just kept serving people even though I was standing waiting we could not eat food in the restaurant both evenings due to functions which we was never told about !

"Lovely weekend"

4
Sweetpea955, Saltash, United Kingdom 02/12/2018

We used a Groupon spa weekend break to meet up with friends as the hotel was midway between us. Ok, the hotel is dated but the room was more than adequate. The settee and chair had seen much better days and needed replacing. Power shower was good and the room was cleaned and tidied daily. PLEASE do something about the toilet roll dispenser, accessibility was awkward and one sheet at a time? NO! The staff were plentiful and very approachable and nothing was too much trouble for them. The evening food was lovely and well prepared. Unfortunately the cooked breakfast let the kitchen down. Sausages were tasteless and of an inferior quality and the bacon was very chewy. We had a fabulous Friday night at the Christmas party. Live band, buffet and disco for an extra £10? No brainer! We had a great night. We would definitely consider booking again if we were in the area

"First class accommodation and service"

5
User 02/12/2018

Had a funeral wake at the Herenston last month and the service by the staff was excellent. The buffet was exceptional. I would highly recommend this hotel to anyone looking for somewhere to stay in the area.

"Should renamed Worst Western."

2
jackieswartz, Edinburgh, United Kingdom 29/11/2018

They say don't judge a book by its cover but when I saw the outside of this hotel I was under no illusion that the inside would be any better. And it wasn't. The place is stuck in a time warp. The decor in my room was 1980s with dated fixtures and actually made me feel quite depressed. The bathroom needs serious attention. It was scruffy to say the least with hot and cold taps the wrong way round. Dinner was awful. I had a crab salad which consisted of crab and flabby cucumber on top of some kind of horrible jelly. At breakfast the milk urn was empty and the fruit salad flaccid. On the plus side the staff (not so much receptio) were lovely. And there's a spa.

"Not worth the money for a over night stay!"

3
User 21/11/2018

Stayed here for an over night stay and spa day! The spa day was ok! The beautian was very friendly and welcoming. The afternoon tea was very basic, just a couple of sandwiches and scone. We had our afternoon tea with people from a funeral, who's wake was in the other room, so felt very awkward.. sitting there in our robes and slippers! We went up to the room to get changed then came back down, and the bar was getting busier whilst we were eating! The room is very out dated, defiantly needs to be refurbished! Not worth the price we paid to stay the night! Although the restaurant food was lovely! We Thoughouly enjoyed our meals.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you enjoyed your meals in our restaurant. I can confirm we offer a cream tea which includes sandwiches and scones or a full afternoon tea which also includes fancy little cakes in addition. The bereavement tea would have booked a private room for their party, I am sorry if some of the guests decided to use the main lounge & bar, this area is open to the public so can be used by all. I hope you will stay in the future and enjoy a relaxing spa break with us again. Kind regards General Manager

"A decidedly average overnight stay"

2
Carrera Leigh D, London, United Kingdom 19/11/2018

-Slept poorly due to poor soundproofing (banging and water running in the room above). -Onsite restaurant fair at best (boring food). -Breakfast service terrible - didn't get what I ordered and took forever. -Long walk from reception to some rooms. -Bar service not excellent, despite it being quiet. Gym was OK, but tiny. +Pool looked nice. +Garden view rooms.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased you liked the pool and the garden view rooms. I apologise for any inconvenience caused to you during your stay and hope you will give us an opportunity to serve you to the correct standards in the future. Kind regards General Manager

"Lovely and Friendly"

5
Helen A, Melksham, United Kingdom 19/11/2018

Booked in for two night with a friend for a spa weekend, the staff are so accommodating and friendly. Mandy on Reception Dan and others in the Dinning area and had the most amazing Massage from Shell. Rooms slightly dated but hey we only slept in there. Would defo go again great value for money

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased you enjoyed your stay. I will pass your details onto Mandy, Dan & Shelly. We look forward to welcoming you back in the future. Kind regards General Manager

"Very average"

3
IntrepidTraveller38, Liverpool, United Kingdom 17/11/2018

Bedroom was very tired and in need of a refurb. Bathroom was dirty. Dinner and breakfast in the restaurant were average. On a positive note all staff were very helpful and professional. Probably wouldn't stay again if there was an alternative option.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased you thought the staff are very helpful and professional. I apologise for any inconvenience caused to you during your stay and hope you will give us an opportunity to serve you to the correct standards in the future. Kind regards General Manager

"Beaujolais Meal"

5
User 15/11/2018

This was the first time I had eaten here and I must say it was fabulous. It was Beaujolais night with a 3 course meal with half bottle of the new Beaujolais wine per person. It was a fabulous night. The resteraunt was decorated, French music playing, the staff were fab especially Kyle. He was very friendly and we enjoyed chatting with him. It's a pity it wasn't well supported though with only a few bookings. This was the fist time they had put on this event and I sincerely hope it is the first of many. Highly recommend. A fabulous evening with first class food and service.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind comments, I am so pleased you enjoyed your evening and glad you had a fabulous night. I will pass your kind comments onto the team who will be thrilled. Kind regards General Manager

"Evening dinner"

3
159sandipr, Bridgend, United Kingdom 05/11/2018

Was there with many other professionals as faculty in an evening do with local Welsh choir. Choir was fab and beautiful voices. Set dinner menu was very mundain. A large breast piece of chicken each which was almost half of a large breast with very simple sauce and just boiled vegs to go with. This was nothing class or unique. Wine was sime and plain . Dessert was far better. Nothing special overall.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased you enjoyed the Welsh Choir at your dinner event. We offer extensive banqueting menus and wine lists. Event organisers choose the dishes for each event, I am sorry if the dishes chosen were too plain or simple for your tastes. We look forward to welcoming you back in the future. Kind regards General Manager

"Spa break with my daughter"

4
traceyb39, Newport, United Kingdom 03/11/2018

First time visiting, bought an offer from Groupon, which was good value. Lovely welcome as we arrived. The room was very comfortable and clean, and bright, looking out to the garden. Slight hiccup with our meal on the first night buy was quickly rectified and we were happy with the outcome. The Spa facilities are lovely, hot tub and pool are spotless, spacious changing rooms with lockers. Breakfast is lovely, fresh fruit and pastries and a variety of cook to order items on the menu. Micheal and his team in the restaurant are great, very attentive and pleasant. Gareth and Greg are the barmen and they looked after us when we had lunch and afternoon tea in Ewennys. Overall our stay was pleasurable and would stay here again, the staff make this hotel.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review. I am pleased to read you have a lovely stay, treatment and meal. Our team will be thrilled with your comments. We look forward to welcoming you back in the future. Kind regards General Manager

"Groupon package 2 treatment.."

5
Gaz W, Bath, United Kingdom 03/11/2018

been for a nights stay for wifes b/d..wife loved her spa treatments massage and nails. then a dip in the pool/jucuzzi.. best to describe the hotel is warm friendly and staff go out there way to help...rooms clean comfy and spacious ..the prices at the bar are very fair ..the food is brill from the bar and restaurant...Mickeal the restaurant manager deffo a keeper..lol..easy to talk to ..will do everything he can to help very truly nice guy.. would really like to recommend the hotel..hopefully be back soon...

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased you enjoyed your stay, spa treatments and meals. Mickael will be thrilled with your comments. We look forward to welcoming you back in the future. Kind regards General Manager

"Groupon package"

2
User 31/10/2018

We booked an overnight package deal on Groupon for my partners birthday. Really pleased with package included. 2 treatments and use of spa facilities,2 main courses and breakfast. We upgraded to a superior room. Arrived for our stay and the receptionist was pleasant,we had to ask about spa facilities etc and she booked us in for evening meal. Room was lovely,clean,spacious and just what we thought for the price. No shampoo or shower gel in room so had to ask reception. Most hotels we've stayed in supply them. Had our treatments which were lovely then a quick dip in the pool,not the warmest,the sauna and steam room then left. Then it turned from good to bad. Ordered steak and pasta dish from a la carte menu,pricey but £10 Each included towards our meals. Steak had burnt black bits from a dirty pan a mushroom was swimming in grease as were the beer battered onion rings. Rustic chips were frozen chips and my pasta was bland,tasteless cheap jar sauce on it with a sprinkle of cheese on the top. Asked if there was any parmesan to try and add some flavour and had a small ramekin of grated cheese. I was so hungry but couldn't finish it off,it was so tasteless. Complained to restaurant manager who wanted us to elaborate our dislike of the food.offered us free desert or drink at the bar. I've never had food like it anywhere! We overheard another customer complain about their food so the chef obviously need to smarten it's culinary skills. The food was £16.95 for the steak and £11 for the pasta. We felt hungry and sickly most of the eviening which spoilt our experience. We were charged the following morning so restaurant manager was called and took it off our bill. We refused to gave breakfast there so payed for a breakfast elsewhere. Most negative reviews are about your food,this would and has discouraged me booking the Hersonton for any family gatherings or mealz here ever again. Please change your chef! I have never written a negative review regarding food before where it's so bad within a restaurant I've left it and gone to bed hungry.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased you enjoyed the spa and hotel room. We will of course look into your comments concerning the meal you had and apologise if this was not to your taste. I hope you will return in the future to a much more positive experience. Kind regards General Manager

"Provincial Weekend"

5
Mike E, Billericay 26/10/2018

We took a party of 85 people from Essex and East Anglia to spend a long weekend in this hotel and had a great time. The rooms were very comfortable and only lacked draw space, the meals were very good and the staff were brilliant; also there were plenty of staff on duty at all meal times. They couldn't do enough to help us. The drinks were reasonably priced, much cheaper than our home venues. The Hotel is very well situated for visiting lots of tourist and historic spots, including Porthcawl, Barry Island, The Royal Mint and the Rhondda Heritage Park. Our grateful thanks to Meryl, Mark and the team for looking after us.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you and your party enjoyed your stay. I will pass your kind comments onto the team. We look forward to welcoming you back as a group or individuals in the future. Kind regards General Manager

"Superior room stay"

4
Saffak, Gloucestershire, United Kingdom 24/10/2018

Booked for myself and dog, while there are some niggles to work on, I'm not sure what everyone else is complaining about. All that was left for my + dog stay was superior rooms which are good refurbished rooms. The bed only has 2 pillows which is odd and the bed was not comfy so I didn't sleep well.Reception told me dogs allowed in bar and while I was waiting for dinner I was told dogs not allowed during meal service but allowed me to stay until someone maybe said something. Hotels and pubs set these policies so clearly they need to decide what they want. I don't see the issue allowing a space for and not for dogs but clearly I'm biased. There was a wedding party that night but even with the window open I wasn't bothered by noise. Garden facilities more than adequate for doggie needs. I did attempt to wake to the nearest dog friendly pub but they didn't want us either as they were serving food. I stayed here for access to beaches and dogs trust to see a second dog and the location is perfect

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased you and your furry friend enjoyed your stay with us. We look forward to welcoming you and maybe two furry friends back in the future. Kind regards General Manager

"Nice lunch"

3
scd00, Dubai, United Arab Emirates 24/10/2018

We called in for lunch while in the area. The menu had enough choice for a casual lunch, and the group of 7 of us all found something we fancied. The staff were pleasant and service was good. The food was enjoyed by us all and no complaints.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am please everyone enjoyed their lunch. We look forward to welcoming you back in the near future. Kind regards General Manager

"Dont be late!"

1
Wench2015, Bridgend, United Kingdom 22/10/2018

My Friend and I treat ourselves to a spa every so often. We live locally to this hotel; so we arranged a deluxe spa afternoon. It was paid for in advance. We were slightly late to arrive as the traffic was awful and there were road works which had not been there the previous day. We were around 5 to 10 minutes late at most. On arrival we were greeted by an extremely flustered and quite rude receptionist. She immediately told us that we could not have one of our booked treatments and that we would need to fill in our health questionnaire at the spa. We were given our robe and towel, rushed to the spa area where we needed to change. We had booked the afternoon tea for 3.30, but felt under pressure to change it to 3. On reaching this door, our pass key didn't work. The receptionist knocked the door of the spa, but there was no answer. We waited. about 5 to 10 minutes later the 2 spa staff came around the corner, they had been for a cigarette. The receptionist said that we were the late arrivals and we were taken straight into the treatment room given no opportunity to change. The massage itself was good; but we were no given a choice of oils or water to drink. We were then taken to the changing room and informed that the pool is in there. My Friend had left her towel in the treatment room, so we waited for the spa lady to bring it. A pool attendant saw us waiting and got one from a cupboard. At this point we had waited around on 2 occasions. We were not shown where anything was and just relaxed by the pool. At 10 to 3 we changed and made our way to the place where tea is taken. When we arrived the barman was busy. He immediately apologised to us, and was with us as soon as able. Again, we waited around 20 minutes for the 3 o clock tea to be delivered. The afternoon tea was the highlight. very nice sandwiches and cakes. However, we had paid for the deluxe package and no one had asked us about wine. The barman had changed so we asked him about our glass of wine, he apologised and got it straight away. The 2 barmen were excellent. We handed in our key and left, we were very disappointed. I have written a letter to the hotel manager in regards our experience. I would in a public service industry, and I was quite upset by the way the afternoon went. We paid £55 each! Safe to say I will not be recommending this spa or visiting again.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you enjoyed your afternoon tea and were happy with the service from our bar team. If treatments are booked to start at 1.15pm then to complete your paperwork, get changed and be ready to start your treatments on time you would be required to be at the hotel at least 1/2 hour prior to the first treatment time. I am sorry you felt rushed into the treatment area, but after arriving at the hotel at 10 minutes after this time you were already eating into the allocated time for your treatments so the receptionist would have tried to get you to the treatment rooms as soon as possible so you would be able to enjoy the most of your treatments. On a weekend the treatment rooms are fully booked and therefore there was no time to extend your allocated time and therefore perform both the full treatment and the mini treatment, therefore the therapist would have performed the full treatment for you. I hope this explains the situation and apologise for any miscommunication or pressure you felt from the receptionist. Kind regards General Manager

"Long weekend with a group of 100 guests"

4
David M, London, United Kingdom 18/10/2018

Our group is quite a demanding bunch but the hotel more than matched our expectations, from the cheerful welcome, nice bright rooms, excellent selection of food and attentive staff. The breakfast was particularly outstanding. We opted for a superior room overlooking the courtyard on the ground floor and a nice spacious room, the only downside was only limited cupboard space, otherwise befitting a higher rated hotel. Very nice swimming pool and gym.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased you and your group enjoyed their stay at the hotel. I look forward to welcoming you back in the future. Kind regards General Manager

"Dreadful place"

1
carhcant, Rotherham, United Kingdom 18/10/2018

Whole place smells like a nursing home. Dirty carpet, dust everywhere obviously not cleaned well. Mouldy blind in bathroom. Bed hard and pillows flat. Needs a complete overhaul . Bossy receptionist never even asked if my stay had been ok. More bothered about gossiping to her pals.

"Birthday treat"

5
ORegan_12, Cardiff, United Kingdom 16/10/2018

My daughter booked the hotel and spa for my birthday. Overnight stay with evening meal and breakfast, plus a spa treatment. The room was clean and comfortable close to the spa. The facial was relaxing the young lady therapist was very professional and friendly. Both our meals were of a good standard. The lamb rump was excellent. I believe this was a deal from groupon a £100 for two people excellent value. I would highly recommend.

"Abominable"

1
Marylilac, Cardiff, United Kingdom 16/10/2018

Stayed here BB&EM: OMG I can't believe how this hotel is getting away with such a terrible service, seriously when I'm reading the good reviews I'm thinking have these ppl stayed in the same hotel as me?…I'll keep to the point; the food was horrendous, how can you go wrong with a cooked breakfast and chicken n chips? Well eat at this hotel and find out, sausage was suppose to be leek/pork it tasted like stuffing in a hard over cooked skin, bacon absolutely tasteless, beans looked as if they'd been in hot pot for hours they were solid, fried egg dried up yolk dark orange so I had scrambled; It was POWDERED EGG!!! no butter only margarine spread...Char grilled chicken and Chucky rustic chips ordered; boiled chicken served no char grill marks, totally colourless, tasteless and tough, frozen thin chips...I remember this hotel before Best Western took over and was expecting to stay in a nice hotel when I booked how wrong I was, the whole place needs a total refurb and the kitchen a visit from Gordon Ramsey.

"Spa and stay"

5
rinran29, cardiff 16/10/2018

I recently booked via Groupon the spa and stay package for £100 for two people. Booked as a birthday treat for my mother.The package included 1 x spa treatment p.p, main course at dinner and breakfast the following morning ( robes not included a £5 charge each for those). The evening meal and breakfast we couldn't fault at all. Have to say the stay was fantastic, all staff were friendly and helpful.The hotel has a very welcoming feel.The spa treatments we found of a high standard, the young lady in duty was amazing at her job. The pool was very relaxing,see photo below. Our room was situated directly opposite the spa which was perfect.

"Family wedding"

4
Jopride69, Cardiff, United Kingdom 08/10/2018

I attended a small family wedding here recently and it was really lovely. The wedding meal was outstanding, piping hot and plenty of it. The wedding host in charge was amazing and fantastic with the kids. The service was amazing, staff really friendly and helpful. We stayed here the night our room was fab and the bed huge and comfy, a lovely cooked breakfast in the morning too. Didn't have time to visit the spa facilities unfortunately but maybe next time

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed the wedding and your stay. I will pass your comments onto the team. We look forward to welcoming you back in the future. Kind regards General Manager

"3 night Group break to Wales"

1
CFC186338, London, United Kingdom 05/10/2018

Hotel is very tired. Needs a full upgrade. Staff are very friendly but the managerial organisation is very poor. Service at breakfast on all 3 days was awful. They should have been prepared for 40 plus people wanting to have breakfast at the same time. I had to wait ages for fruit and yoghurt and eventually gave up on the fruit. We were told fruit was being prepared, when it eventually arrived it was tinned peaches!!! Food generally was very average.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest. Thank you for your review, I am pleased to read you thought the staff were friendly. I am sorry to read you had to wait for some additional items at breakfast. We hope that you will return to the hotel in the future to our usual great standard of service for group bookings. Kind regards General Manager

"Hotel In Desperate Need Of Update"

2
Foodiequeenie, Pembrokeshire, United Kingdom 24/09/2018

Stayed on a Groupon deal Saturday night into Sunday. On arrival we were informed that there were two weddings in the hotel that night and that there would be music on until 12:30am. No problem to us, we like a good drink and a dance... However, it wasn't the music that kept me up all night...I'll get to that in a minute. Dinner was included in the deal but I opted for the King Prawns from the main menu for which I had to pay the difference. When the food arrived it was literally king prawns on skewers, no seasoning, no sauce, nothing. Accompanied with a tomato risotto which I'd be willing to bet is from a packet mix, and weirdly, a pot of mango chutney?! I'm a chef so can be picky but what a letdown that was. Anyway, onto the room. very dated decor, which is fine, we don't mind retro, but the most uncomfy beds. Weird built in wooden headboards which make it impossible to sit up in bed comfortably. But my biggest bugbear was the noise in the morning. My God! Doors slamming, sounded like heavy fire doors just being left to slam shut, staff getting the breakfast ready, banging and crashing equipment. Too noisy! The heating was broken in our room and even after the staff member came up and fiddled with the radiator, it still didn't work and when we let them know they said they would send someone up for another look and nobody ever came. The toilet roll dispenser was like something you'd find in a public toilet and helpfully doled out one sheet of loo roll at a time. Now, on the plus side, the staff were lovely and friendly, the spa was fab and our included treatments (massages) were fantastic. That's all folks!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you thought the staff were lovely and friendly, plus the spa and your treatments were fantastic. I will speak with the kitchen team concerning the King Prawn Dish and apologise for any disturbance within your bedroom. I hope to welcome you back in the future. Kind regards General manager

"Great time"

4
User 22/09/2018

Have just had a 2nt stay DB&B as part of a group of 18 ladies and not one found fault. It was a great venue for us, and a smooth and professional booking through Meryl, and lovely restaurant and bar staff made our stay a happy one. The Pool and facilities within were a big bonus, with lovely pool towels and clean shower rooms. Bedroons perfectly adequate, clean bathroons, pristine towels and bed linen, tea coffee etc., and anything extra required, you can request. I've used the hotel with my family for years and have always found it welcoming. Yes, there are many areas overdue for refurbishment and update but, it's still got a comfortable and relaxed feel about it. Always happy to visit.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review and recommendation. I am pleased you enjoyed your stay and are always happy to visit. We look forward to welcoming you back in the future. Kind regards General Manager

"beautiful hotel with efficient very friendly helpful staff"

4
getaboutalotwales, wales 17/09/2018

Stayed at the Heronston for two nights.I was quickly checked in by a very friendly receptionist.My room was on the ground floor and delightful it was too.A magnificently powerful shower with very hot water in bathroom.Heated towel rail ,toilet and sink.Twin beds,dresser,telephone. tv.Spotilessy clean.Breakfast was buffet multi choice bacon,eggs,black pudding,lava bread,sausage, tomatoe,mushrooms,fried bread,toast.Cakes,fruit,yoghurts.A magnificent spread.Throught my stay the staff were friendly and helpful.Though I did not use the spa area I did view the pool and jacuzzi area.It was lovely.I had dinner in the bar I had cod and chips but sorry to say the fish was extremely overcooked and tasted like a giant potatoe crisp.However the second night I had a pizza which was delicious.My families meals were spot on both nights.Heronston could just try a little harder to get food right consistently and you would be a perfect 10.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review. We are pleased that you liked your bedroom and bathroom and that you enjoyed breakfast and your kind comments will be passed to the staff. We are also pleased that you enjoyed our food but we are sorry that you found your fish to be overcooked and this has been reported to the Head Chef. We look forward to welcoming you back to the hotel. Best Regards General Manager

"Pleasant stay and helpful staff"

4
anneha451, Cheltenham, United Kingdom 16/09/2018

This hotel is a little tired on the decor side, but it has everything you need for a short stay. Excellent breakfast and accommodating staff. Parking is easy and the Spa is good. I stayed 1 night and it was perfect for that.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, we are pleased that you enjoyed your breakfast and liked our Spa and your kind comments will be passed to the staff. We are currently planning a major refurbishment to include all of our standard bedrooms and bathrooms and we look forward to welcoming you back to the hotel. Kind Regards General Manager

"Wedding venue"

5
Andrew A, Kenfig Hill, wales 03/09/2018

We had our daughters wedding here. The ceremony and the wedding breakfast. Plus the evening . The management and staff deserve a great big thanks. The whole day was absolutely amazing. The attention to detail that your staff and management have is first class. The wedding breakfast was superb. And the buffet that was put on in the evening was great. And a lovely selection of food. Personally I loved the sausage rolls. We stayed the night and the room was really nice with a very comfortable bed. Your breakfast served is delicious. It's a good quality breakfast not cheap products. The bacon and sausage was brilliant. I would like to say a great thanks to Michael the restaurant manager and Shopri. The gentleman that was mc in the wedding. I hope I have said his name correct. Thank you everyone for making it a most memorable day that will last with us forever.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review. We are so pleased that you held your daughter's wedding at the hotel and that you all enjoyed the day so much. Your kind comments will be passed to Mickael, Cipri and to all of the staff. We are pleased that we were able to make it a day to remember for you all. Kind Regards General Manager

"Groupon voucher"

1
markpowelldesign, Builth Wells, United Kingdom 30/08/2018

Went here last night on a Groupon voucher. Good spa and nice massage. However, didn't no where to go or had any instructions. No towels or robes given. Waiting two hours in restaurant for food, only had starter, was given the wrong food order when it finally came, then chose a different meal only to wait to a further 30 mins. So cancelled the food. Then to be given a meal that I left as it was not edible. Was told we would be given our wine free of charge for our trouble. Only to be asked to pay the full amount next morning. Finally got some money taken off, but not wasn't enough to cover the wine. Wouldn't go back!

"Wedding"

2
User 28/08/2018

Nice friendly staff except for the man serving behind bar that speaks 8 languages accused me of not paying for my drinks but had another guest at the wedding to come and tell me!! He then came over himself and said that I haven't paid told him to check cctv he did so and then apologised sorry but it wasn't that busy to have 2 staff serve you think you need to communicate .

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review. We are very sorry for the confusion in the bar and for the service you received. Your comments have been passed to our Bar Manager to discuss with all of his staff. We are pleased that you found our remaining staff to be nice and friendly and we hope you enjoyed the wedding day. Kind Regards General Manager

"Week stay"

4
User 23/08/2018

Booked through Expedia told no problem for an accessible bathroom no steps or stairs. After a four and a half hour journey we arrived Monday to be told they only have one disabled room and it was already in use wasn't happy having said that the receptionist and the manager asked us to wait while they tried to sort something out for us. The only room with a walk in shower was the bridal suite which they have allowed us until Friday morning then move us to a room with a shower over the bath which I can't use but have said I can have the key to the spa changing room which is a wet room. The bridal suite is a fantastic room with a living area bedroom area 2 TVs a jacuzzi although I was unable to use it my husband did I was happy with the walk in shower. I will also say the superior room that we originally booked was a lovely room just a shame about the shower. Staff in general excellent a couple of the young bar staff could do with a bit more training. The restaurant food was really nice but we only ate there once choosing outside pubs and restaurants.

"afternoon tea"

5
susan s, Cardiff, United Kingdom 23/08/2018

my friends took me here for afternoon tea to celebrate my 70th birthday' we had a lovely afternoon, the table was set with sandwhiches and cakes there were scones and cream,the service was excellent all the tea and coffee we could drink, flowers on a crisp white tablecloth, the service was excellent we were well and truly spoilt, everyone enjoyed the afternoon thankyou so much.

"This hotel always seems to be very busy. Mainly business people."

4
Don7hop, London, United Kingdom 15/08/2018

We had a recently completed room which was spacious and extremely comfortable. The facilities were good as was the restaurant. The staff were helpful and pleasant. The swimming pool is very nice if unusual the sauna and steam room were adequate. We always found a parking space unfortunately 75yds in the rain seems along way to run for cover. It was very nice to have a safe in the room. On the whole we had a very nice stay.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you enjoyed your stay. We look forward to welcoming you back in the future. Kind regards General Manager

"Afternoon tea"

5
Ruth C, Calgary, Canada 27/07/2018

Very impressed with their afternoon tea. Also the price was very reasonable. My sister in law and I always try out a different place for afternoon tea each time I visit. We have paid a lot more than we did here for a less impressive tea. We were also able to choose our own sandwiches which we have not been able to do before. The staff were very friendly and the service was great.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you enjoyed your afternoon tea at the hotel and that the staff were all very friendly. We look forward to welcoming you back in the near future. Kind regards General Manager

"Spa "

4
JFoodie456, Neath Port Talbot, United Kingdom 19/07/2018

We were greeted by lovely staff on arrival, very pleasant. The pool was amazing, liked the whole atmosphere and lighting. Had cream tea, scones were warm and fresh, cream was fresh- plentiful servings. Sandwiches were delicious, bread was fresh and good quality. Had a treatment, and the massage was one of the best I've ever had. The therapist asked what firmness I liked- I like firm massages, and it was spot on. Other establishments I've visited have never asked such a vital question, and it was the first massage that left me truly relaxed. Will be revisiting. Only negative was the chill out lounge, very in need of a refurb.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased you enjoyed your spa experience at the hotel and your cream tea. We look forward to welcoming you back in the near future. Kind regards General Manager

"Disappointed ??"

1
User 17/07/2018

Went here around 3 weeks ago to get information about spa day for the 17th July for a surprise present for a friend's 18th birthday was told the information and to come down in the morning you'll be fine she said. Just arrived to be told it's full now I'm afraid we don't have the staff and you have been given the wrong information great will never visit the place again ??

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I apologise if you were given the incorrect information, but our spa has always required guests to book in advance of their spa day as we do get very full especially at the weekends. I hope you will book again in the future and enjoy a lovely spa day with us. Kind regards General Manager

"Disappointing"

1
LED4321, Exeter, United Kingdom 16/07/2018

I booked this hotel over a year in advance. The photos on the website are deceiving and they fail to mention that only part of the hotel has been updated. The following points are what was wrong with the room: - the mattress was horrendous, you could feel the springs and it was very creaky every time my husband or I moved in the night. - the bins weren't emptied when the room was cleaned and so rubbish was left smelly - the bath was creaky and moved as you stood up in it. - the carpet was dirty and the wardrobe was in a bad state. - the breakfast cost £8 each but it wasn't worth £2. The bread was stale, the cooked breakfast tasted disgusting and there wasn't much choice; the sausages tasted very strange and the bacon looked as though it had just been heated through. The coffee was terrible; instant coffee granules would have been better than what was to offer. I will not be returning nor recommending to anyone unless it was confirmed we had the updated rooms offered. The only good thing was that there was free parking and the receptionist was friendly. On checkout we weren't asked how our stay was, nor have I received a response from our feedback questionnaire. Disappointing.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dar Guest, Thank you for your review, I am sorry to read you did not enjoy your stay. All feed back is taken seriously and all points raised will be discussed with the heads of departments. I hope you will stay again in the future to a superior standard of service. Kind regards General Manager

"Avoid"

1
Hyacinth1234, Newbury, United Kingdom 15/07/2018

Room very disappointing and dated. Stains on carpet. Plaster holding hair dryer together. Door creaked badly to bathroom. Waited 75 mins for dinner and again disappointing. Cheeseboard saved the day and hunger pangs. Breakfast greasy and poor quality ingredients. Ate out. Most worrying aspect though is still have back ache after two weeks following rushed massage. Last customers of the day. 15nins total. Won't be returning and so looking forward to this trip with family. Reception checking in was the most professional aspect of the weekend.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry the hotel did not exceed your expectations. I will pass your comments onto the department heads involved. I hope you will return in the future so we can change your views on the hotel and offer an excellent standard of service to you. Kind regards General Manager

"Luxurious & Homely at the same time!"

4
NestMadden, Lincoln, United Kingdom 13/07/2018

We spent a long weekend at the hotel and couldn't have been more pleased. We had stayed at this particular hotel some years ago and enjoyed our stay then so we approached this stay with some trepidation as we had in the past had some not so great stays at Best Western hotels. However we were pleasantly surprised. The hotel was both luxurious without being over formal. Homely without being kitsch.

"Breakfast"

4
User 12/07/2018

Passing the hotel yesterday morning and having stayed with Best Western previously decided to go for breakfast. I would recommend the breakfast and the service provided by Emma was exemplary. She was a credit to the company! I will definitely return.

"Beautiful hotel, Fabulous deal"

4
welshAbby, Cardiff, United Kingdom 11/07/2018

I booked a night away deal, including a massage each, meal allowance, and breakfast the next morning, upgraded to the superior room, and has access to all facilities for my boyfriends birthday, and it didn't disappoint, although it wasn't flawless. I always give very honest, and detailed reviews, so I hope your sitting comfortably! We were greeted by a very friendly informative lady, 10/10 service! She told us everything we possibly needed to know. We went up to our superior room, which was lovely! No complaints at all. The decor was nice, nice big TV, tea making facilities, hairdryer, lovely bathroom, all lovely! We then went down to the spa for our massages. Unfortunately we had to have our massages individually, wereas we were expecting to have them together as couples do, so we waited outside for each other. This wasn't an issue for us, but other people may want to know this. The massage room was lovely, smelt nice, nice relaxing music. And the massage itself was nice and relaxing. Very soft and calming. The young lady was lovely, we chatted throughout. If your after a nice deep hard massage I wouldn't advise getting one here, kind of felt like a rub over, but for me it was very nice and relaxing. So the only recommendation i'd give here is the option to have massages together. After our treatments, we went for a swim, steam room and sauna. It was lovely! And it had a water fountain which was nice, we were able to have a cold drink after the sauna and steam room. The spa is nice and dim, very romantic. The pool was small but it was quiet so it wasn't a problem. 10/10 for the spa! After the spa, we went for a shower and got ready for our evening meal. I do have one complaint! They don't provide hair conditioner! After a swim, sauna and steam room, conditioner is a must for any female with long hair! As you can imagine, getting ready didn't go smoothly, but I got there in the end lol! So gents, If your taking your lady away, pack a bottle of conditioner! They do provide shampoo and shower cream. The shower was nice and powerful, and there was plenty of towels available. You can also get robes and slippers for £5 each from reception. Food was nice. Basic but nice. Not the type of food you should wait an hour for! We asked for chips with our glazed chicken instead of a sweet potato mixture. It didn't look great, very basic, tasted nice but less than I expected. My favourite dessert is sticky toffee pudding, which was on the menu, so of course I ordered it! It was presented lovely, but there was no toffee sauce? It was the driest sticky toffee pudding I've ever had (and I have them very often). I'm aware they were very busy in the kitchen, as there were lots of complaints about the time people were waiting, getting the wrong food etc, so I guess the sauce was just forgotten about? I ate it anyway as I'm not a complainer! Anyways. I'd give the food a 7/10, very basic with things that defiantly needing to be added. But all the staff were friendly :) They were showing a big foodball game in the bar, So after food the other half was in his elements watching that, which finished right before love island started (bonus)! So we then went to our room to watch it in bed :) The bed, OMG! Best night sleep I've ever had! I never have a good sleep, and I'm usually up at 6am even on a day off. We almost missed breakfast! 8:45am I woke! Over the moon haha! We got ready super quick and went for breakfast, which was nice, but not very hot. It was under hotplates buffet style, it just wasn't hot enough, but we still annoyed it! After breakfast, we went back to the room and packed up. We checked out at 11:30am. We asked if we could use the spa facilities after checking out, and to our surprise they said no! All other hotels I've been in allow us to use the facilities after checking out. Overall, it was worth the money, but some small things could be improved to make the stay even better. But we are happy and we would return providing the deal is still available :)

"Desperate need of refurbishment / bulldozer"

2
User 10/07/2018

We stayed for a night in the summer, it was sweltering and there is little to no air-con in the hotel. Over all the hotel seems really dated and a mishmash of styles and eras. The general feel is 3rd wedding to internet bride mixed with a dash of low rent sales rep. We though the pool would be fun for the kids and were told on check in that it is only open 7am to 9am on Saturdays as the rest of the day is for swimming lessons, which was a bit of a disappointment. The breakfast was low rent too, supermarket economy bread and small cubes of butter and the like. Overall it was a sad experience and I was happy to wheel spin out of there never to return.

"Weekend Stay"

4
KhatsLuton, Luton 10/07/2018

On arrival we were greeted with such warmth that we instantly had a great feel for the hotel. As it is 3* (do not expect too much in regards to the facilities) the swimming/sauna and steam room was a nice surprise. My children loved it, they could have stayed in the pool if i left them to it!!! Mikael and the staff at breakfast made our party feel welcomed, nothing was too much. Customer service at this hotel was better than most 5* hotels, i cannot recommend the hotel more. It was close to the beach (11mins), shops/restaurant. Hospitality was second to none.

"anti families (children haters)"

1
mm2342018, Bridgend, United Kingdom 09/07/2018

I used come here year after year with my children, however, this year I was told my children are not allowed to use pool by the order of management !! very anti children this year 2018. The manageress responsible for this is now driving away families as they prefer “Spa Treatment Paying Customers” Never mind paying staying customers with families, this manageress has alienated parents with children, she obviously doesn't have children, singling out families with children is disgusting. (no longer a family hotel), they wish to chose the customers they want and the customers they do.. I will be contacting the newspaper about my ordeal very offended I was told to leave the pool with my 7 month old as no children from 0-15 years allowed. Somebody needs to sack this women!!!!!

"Best nights sleeping"

5
Malcolm F, Derby, United Kingdom 06/07/2018

This is a very spacious and comfortable hotel. The beds are very comfortable and the rooms are well appointed. The staff are most helpful and friendly. The food choices are OK but the menu needs to have a bit more variety. There is a lift in the main hotel but there are not too many stairs to negotiate. There are lots of car parking spaces. I understand the the hotel is due for a makeover although in our opinion there is little to complain about the decor, it looked good.

"Disappointing "

3
User 03/07/2018

Visited this hotel expecting a 4* treatment and I was sorely disappointed. We booked a superior room but the room is dated. Curtains are hideous and look like something from a witches house. We were in room 45 on the ground floor, which must be right below a corridor, we were constantly woken throughout the night by what sounded like a herd of elephants walking above our room. The rooms are not soundproof at all, I could even hear someone snoring next door. We visited the ‘spa area' and again it was severely lacking, the pool is tiny compared to what It looks like in images, half of the ceiling lights didn't work. The sun beds were poor quality and just thrown anywhere. The following morning we arrived for breakfast where we waited ten minutes to be seated (there was no queue, just no staff). The restaurant was dirty and half eaten food was left on tables. The breakfast was the most poor quality breakfast I've ever had for a 4* hotel, it was dry and uninspired. The orange juice was severely dilated and tasted like something you'd drink out of a chemical plant. Overall, I would not be returning to this hotel. I feel that the 4* rating is an absolute con and the hotel definitely deserves a solid 3* as it is painfully average in all areas.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I would like to confirm we are a three star hotel and not a four star as you have suggested. I am sorry we did not meet the expectations of a four star hotel and hope you will stay with us in the future. Kind regards General Manager

"Not good for the Best Western name"

1
Deenie645, Southampton, England, United Kingdom 01/07/2018

We checked in and everything seemed fine.. the receptionist was friendly and we got our key to our room. We were in the ‘quiet' section of the hotel as a wedding was on and we proceeded down a very long corridor to our room of which the carpet was stained. The room itself was like stepping back in time and clearly hadn't had much love in while. The room hadn't been well maintained. There was a plaster on the hair dryer to presumably hold it together, the lamp was broken, the windows & exposed pipes were dirty. You couldn't turn the telly off with the remote. The decor was very old fashioned. In the room itself you could hear doors banging quite often and the floorboards above. The door to the bathroom didn't close easily & was noisy. We then went for our pre-booked massage. You have to walk through the busy bar to get to leisure area. The two girls were five minutes late and they finished early.. overall our massage was cut 10 minutes late - only a 15 minutes massage! All I can say is thank god it was cut short. I feel like I've been beaten up and I've had massages before, so I know it wasn't right! Anyway we had dinner booked... Very little options on the menu. When we did order it took and hour and 15 minutes to arrive. There was a wedding booked and the waiter apologised as it the kitchen was overstretched. When the food did eventually come it was acceptable but not to a restaurant standard. I had prawns with rice but the sauce on the rice tasted like it was from a jar. Breakfast the next day was worse and I couldn't eat the cooked meal. The sausages were very poor quality and the rest of the items were greasy. We left the food and went out for breakfast in the end. At checkout no one asked how our stay was. Will not be visiting again!!!!! This hotel does no favours to the best western name.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry to read you were disappointed with your stay and spa treatment. I will fully investigate the points you have raised. I hope you will stay again in the future and give us the opportunity to restore your faith in the hotel. Kind regards General Manager

"Training "

4
davidbF299HS, Neath Port Talbot, United Kingdom 26/06/2018

Visited today and will be there for 3 days delivering training. The staff were very helpful especially Kelly who went over and above what was expected. The venue itself was very well presented, clean and giving out a nice ambiance. The only negative I would have to say was that the room was very warm and did not benefit from air conditioning in this warm climate. Three fans were provided to overcome the issues unfortunately they did not help a lot.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you found the team helpful especially Kelly and the venue well presented. I understand the weather this week has been extremely hot and that we would have benefited from air condition throughout. I would like to confirm that the hotel plans to extend its air conditioning to all areas of the hotel including the smaller conference rooms with in the coming year. I look forward to welcoming you back in the future. Kind regards General Manager

"Let down by the kitchen"

3
Jayne J, Tamworth, United Kingdom 26/06/2018

Our room was good and the bed very comfortable. The swimming pool was excellent. All seemed well until we decided to eat in the restaurant. It took 45 mins for our starter to arrive despite the fact there were only two other diners. The scotch eggs were so big with masses of sausage meat that we could not eat it all. Our main course was chicken, which was dry, with broad beans with their pods, both of which were raw and too hard to eat. This disappointment over we hoped for better at breakfast time. No luck - the chef failed to turn up so we left the hotel having had no breakfast. Sorry but we will not be returning.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear guest, Thank you for your review, I am pleased you found your bedroom comfortable and the pool area excellent. I am sorry to read of your disappointment with your meal and will investigate this further. I hope you will look to return in the future for a very enjoyable stay. Kind regards General Manager

"spa day"

5
User 21/06/2018

had a lovely stay nice big room lovely staff would do it again pool was a bit cool but the pamper session was lovely and the meal we had there was really nice we felt very welcome and had a lovely relaxing time

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you had an enjoyable day in our spa. We look forward to welcoming you back in the near future. Kind regards General Manager

"Not the best!"

1
User 18/06/2018

Second visit after a complimentary stay was offered following a terrible stay at the hotel a few weeks before. The hotel Manager gave us a superior room, which was no different to the basic room other than more modern bedding and curtains, a larger bed and a couple of bottles of water. This was offered after negotiation. Check in was great! Receptionist was friendly and helpful. The corridor towards our room smelt strongly of cannibis, we reported this to the receptionist before we went out for a local meal. The spa was disappointing, no towels in the changing rooms, the pool unmanned and the swimming pool very cold. On the whole a very dated hotel with lots of improvements to be made. I wouldn't visit this hotel again, especially if we had to pay full price.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read the staff were friendly and helpful. I am sorry the hotel is not to your tastes and wish you well in your future adventures. Kind regards General Manager

"Would not visit again"

2
User 16/06/2018

Our room was right next to a noisy fan which kept squealing went on late at night and put on early morning. As the window didnt close was unable to keep the noise out. Room not like picture online. Room very dated. Breakfast was hit and miss was ok for first couple of days then went downhill from then. Staff were ok. Taps in bathroom were both blue tops so didn't know which was hot or cold. Room was very stuffy. The windows were really dirty.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest,. Thank you for your review, I am sorry to read you did not get a good nights sleep and will investigate what is making the noise you report. We show online a mixture of both our standard bedroom and our superior bedrooms, I am sorry if you thought these were not a good representation of the room you stayed in. I hope you will stay with us in the future. Kind regards General Manager

"Spa was rubbish hotel was brilliant"

4
samandbern, Bridgend, United Kingdom 15/06/2018

1 star for the massage but 4 for the hotel. The hotel room was great with a huge bed Restaurant and food was superb and great service by all the staff. We had a spa day booked as well and whilst the pool area was small with broken loungers and not much room to lounge the pool was good. The jacuzzi was small and pretty rubbish. Sauna and steam room were good. The massage that both my wife and I had by the same member of staff was rubbish. Not a massage at all. It was just a light back rub. No effort or technique at all. Waste of money. Upon hearing that the spa is due to be refurbished they need to train their spa staff to a much higher standard. But the lunch following it was very good. Overall the hotel etc was great but the spa facilities were average and the useless massage was shockingly poor

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased you enjoyed your stay in the hotel. I am sorry to read you did not enjoy your massage, I will pas your comments onto the head therapist. I hope you will join us again for a very enjoyable stay. Kin regards General Manager

"Needs improvements"

3
User 11/06/2018

At £110 a night I would have expected something slightly better. On the positives the service was good and the receptionists friendly. Check in and out were very fast. Early breakfast for those doing the dragon ride (starting at 5:30 instead of 7) On the negatives: room smelled 'old'. No towel in the spa area. Noisy spa area (hard to relax). Would expect complimentary water. No banana left at breakfast. With refurbishment and small upgrades, I would go again if in the area

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you thought the service was good and receptionist was friendly. We look forward to welcoming you back in the future once our refurbishment is completed. Kind regards General Manager

"Great spa and afternoon tea experience"

5
Sue H, Porthcawl, United Kingdom 06/06/2018

Comfortable and friendly hotel offering value for money spa day with afternoon tea package, visited today for 60th birthday get together with friends, lovely massage and great service from restaurant manager, thank you Michael you are a star

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your visit to the hotel. I will pass your comments onto our therapist and Mickael, they will be thrilled. We look forward to welcoming you back in the future. Kind regards General Manager

"Would not stay again"

1
CMR189, Carlisle, United Kingdom 05/06/2018

We booked a double room as we were attending a wedding in Bridgend. To say the hotel is tired is an understatement! The bed was well past its best. The balance on the bed was scuffed and dirty. The bathroom ......not sure where to start. Cracked tiles, the shower slide rails cover at the bottom where it is screwed into the wall was missing it's cover. But the taps were another story. The left tap which should have been hot was cold. The taps themselves were so past their best that when trying to turn the water on we thought the top was going to come off as they were so worn out! The water to the shower was via a mixer tap in the bath (with a horrible shower curtain),when you managed to set the temperature it had changed to either scalding hot or freezing cold by the time you got into the shower....dreadful. Onto breakfast.......the orange juice I can assume was powdered....it was disgusting.....all the fruit was tinned, there was no lid on the bin beside the tea station. No freshly served coffee, it was self service....press a button on the machine. On the plus side the staff were very friendly and helpful. Shame about the product they had to deal with!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased you thought the staff were very friendly and helpful, I will pass these comments onto the team you will be thrilled. I am sorry your bedrooms were not as you expected and your not of a style that suited your tastes. The points you have raised have been discussed with the departments involved. Kind regards General Manager

"Tired decor"

3
User 29/05/2018

My room is incredibly warm with no air con. Just hoping the trains will stop running soon so I can leave my window open. The decor throughout the hotel is in urgent need of updating. The carpet, curtains and furniture in my room are like something from the 80's. The floor is very creaky as is the bath in my room. That said, I cannot fault the service from the staff. I was the driver of a large group and the staff looked after us very well. It is just a shame they have a dated hotel to work in. I hope this hotel is going to get an upgrade very soon!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I will pass your kind comments onto the team who will be very pleased. We see the final refurbishment designs for the hotel later this month, we are very much looking forward to the designs becoming reality and I am please to say they do include air conditioning. We hope to welcoming you back in the near future. Kind regards General Manager

"Good But Be Careful"

4
ruth c, Caerphilly, United Kingdom 29/05/2018

Visited the hotel on a spa weekend package for my niece 30th birthday 4 of us. The package was excellent value for money. The hotel is a little tired looking from the outside but both our rooms were excellent. Spacious and clean. We had afternoon tea which was great and I loved we could pick our own sandwich fillings. The pool and the treatments were great. We ate in the bar in the evening and the food and service wonderful. What you have to be aware of though is there is no guard in the pool area. There was a hen party in there who were dive bombing in a 2.5 foot area. They were drunk and loud and then our relaxation stopped. The night time they decided to hold a party in their room right above us until 2am. We got no sleep. We should have gone straight to reception but we left it until the morning. Fair play the manager said not much they could do after the event but could have dealt with at the time. So please if you are in the same situation again contact reception and save yourself not having the relaxation break you have paid for.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased you enjoyed many elements of your stay including the pool, afternoon tea, treatments and bar meal. I apologise for some other guests being inconsiderate and disrupting your pool time and sleep. I would definitely say that we can of course do something about guests who act in this way if we are informed at the time. I can only apologise now for their bad behaviour. We look forward to welcoming you back to a truly relaxing stay in the future. Kind regards General Manager

"Need of a reburishment BIG TIME"

2
User 28/05/2018

Well the photo of the double room I seen online was nothing like the real deal. Walking down the hallway to our room I could smell dog? And hear a dog then barking opposite our room in another room, of course the smell blew around and the hallway and our room smelt of damp dog. I have no idea if the hotel is dog friendly or not sorry? But not a pleasant smell for an overnight stay. Our room was so old looking and needs a huge reburishment, old green patterned 80s looking carpet, no air con, no fridge so bog standard room. Sleep was awful as the room was absolutely boiling due to no air con and we couldn't open the window as it was on the bottom floor with the car park right outside. The walls are so so thin so we could hear every movement and creek in the floorboards above us, you could hear when someone else in their other room flushed their toilet too. So hardly any sleep as you can imagine. The pros? Our bathroom in our room was lovely and clean and we used the spa pool area which is the only good touch to the hotel. Oh, we also had food in the evening at the bar and I ordered pizza and may I say the pizza was absolutely great. I loved it so that was one good thing! For what we paid it certaintly wasn't worth our stay and won't be returning again sorry. I wouldn't recommend this hotel if your looking for a good night sleep in the hot summer's night anyways.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased you enjoyed some areas of your stay and will pass your kind comment onto the leisure manager, chef and head housekeeper. I apologise for your disturbed nights sleep and understand that the weekend was a very hot one. I would like to confirm that we will be introducing air conditioning into all our bedrooms in the hotels refurbishment. We look forward to welcoming you back once this is completed. Kind regards General Manager

"Afternoon Tea at the Heronston"

5
vanessaevans2008, Bridgend County, United Kingdom 25/05/2018

We are a group of five friends who meet up on each other's birthdays. Today we went to Heronston Hotel for afternoon tea because it was Margaret's birthday and we had a really lovely afternoon with a superb tea. Lu served us with a smile and made us feel so welcome that we will definitely be making a return visit, not just at birthdays but monthly! Thanks to Heronston for your hospitality and to Lu for her pleasant & professional service.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to enjoyed your afternoon tea and are looking to make this a monthly event. I will pass your comments on to Lou who will be thrilled. We look forward to welcoming you back again in the very near future. Kind regards General Manager

"Awful. "

1
wantahappyholiday, london 21/05/2018

What an awful stay. From the reviews I was led to believe we had booked a Spa hotel. Unfortunately what we got was not in line with a Faulty Towers episode. The hotel itself is tired with loose carpets and a generally need of updating. The Spa changing rooms were filthy with piles of towels covering floors and benches. Any soap in both showers was king gone as was the hand wash in the sink. After complaining I was told this was due to staff sickness. Unfortunately this doesn't really matter to me, my stay shouldn't be compromised due to the hotels staffing issues. And I don't believe the soaps had been in use for a while! The breakfast was Luke warm. I couldn't find any fresh fruit although I have since been told there would have been some? The “fruit salad” tasting like it had been swimming in juice for a while. Evening meals took a very long time to arrive and then part was missing. We then had another 15min wait to complete our order. There was a function being held at the hotel on our 2nd night and the music was loud in our room until 12.15am. We also had 2 fire doors right outside our room and every time they were opened we had blasts of even louder music followed by 2 slamming doors every 10 mins. The highlight was probably a member of staff walking down the corridor. Earphones in, chatting on her phone while stuffing a huge bacon baguette. We were not asked how our stay was once during our out 2 days or on departure and subsequent emails complaining about the awful weekend has resulted in emails first arguing and making excuses for our experience and then eventually offering a refund of half of our stay (not all) as a gesture of good will. This was now over a week ago and the refund has still not been issued. Please don't waste your money. I have had much better stays at the Travelodge and for a much cheaper rate!!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry to read you felt disappointed with your stay. We have corresponded directly, a further stay was offered, followed by a refund which was processed the day following the offer. If you have any further queries please contact the hotel directly. Kind regards General Manager

"A little dated but clean with great staff."

4
SteveBishop., Tonbridge, England 16/05/2018

Easy to find off of the motorway and with ample parking it made for a perfect overnight stop on our way to Ireland. A bit dated but clean with friendly and helpful staff. We ate dinner in the restaurant and the food was of a good quality and the service was friendly and efficient.We also made use of the bar which had a decent selection of drinks and was friendly yet again. Should we choose to go this way to Ireland again, we would not hesitate to stay here.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your overnight stay and meals taken. We look forward to welcoming you back in the future. Kind regards General Manager

"Amazing steak "

4
User 16/05/2018

Really friendly staff. Good service. Amazing steak cooked beautifully. Recommend. Was here on businesses. Room is fine. Good parking. Shame I'm only here for one night. Pictures of pool look good but not tried it as forgot to bring swimming kit. Easy to find.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased you enjoyed your stay. We look forward to welcoming you back in the future. Kind regards General Manager

"Lovely Staff"

4
Christine V, Bristol, United Kingdom 13/05/2018

We stayed at the Hotel whilst there were a lot of functions on -therefore it was a little hard to get away from all of the noise. Our arrival seemed a little rushed -there was a huge queue at the door and only one person on reception. She seemed very stressed and not the friendliest of personalities. Nevertheless, the welcome as soon as we went down to the bar was a different story. Lu was very friendly and efficient. We got speaking and I was very surprised to hear that she'd only been working for yourselves for a few months -as she was extremely comfortable behind the bar. The wedding guests didn't seem to phase her even though she was alone! The food at the bar is what you'd expect and not bad for price! The breakfast the following day definitely made up for a lack of sleep; a great selection and it was enough to keep me full for the rest of the day.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am please you had an enjoyable stay and enjoyed both your bar meal and breakfast. I will pass on your kind words to Lou on the bar, who will be thrilled. Your comments concerning the receptionist have been passed to the Front of House Manager. We look forward to welcoming you back in the near future. Kind regards General Manager

"3 Night Stay"

4
54kevmac, Middlesbrough, United Kingdom 04/05/2018

Great location, just 10 mins off the M4 and easy to get to. Pleasant staff and good comfortable rooms. Great wi-fi reception in room. A lot of floorboard noise on the third night from people upsatirs who were doing nothing more than walking around but it was really loud and was awoken serveral times.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you thought the staff were pleasant and the rooms comfortable. I am sorry to read you had a disturbed nights sleep on your third night. We look forward to welcoming you back in the near future. Kind regards General Manager

"Very tired and noisy hotel "

3
Lin6663, Southampton, United Kingdom 02/05/2018

Public areas of this hotel look alright but the guest bedroom we stayed in looks like it was last decorated in the 1980s. It was tired and shabby and the shower was disgraceful- hardly any pressure and very difficult to regulate the temperature. Others in our party had problems with the heating in their room - on a chilly evening the radiator wouldn't work, and when the problem was reported, they were told no-one would be available to fix it until the morning! As it turns out it did eventually self fix, which just shows how badly in need of an upgrade is the infrastructure of this hotel. We were there when a wedding was going on which meant the bar was absolutely swamped and what made it worse was that for minutes at a time there was no-one tending the bar, because the poor barman was expected to collect and serve bar meals on his own. Eventually another member of staff was drafted in to help, but frankly the second person should have been there from the outset. The wedding guests were very noisy in the middle of the night, thumping and banging around. This was irritating, but not something the hotel could realistically be expected to control, however, that was not the only noise problem. You can hear people moving around in the rooms above and the doors and walls are so thin that you can eavesdrop on conversations in the corridor. On a positive note, the breakfast was plentiful and there was a variety of cooked items. The mushrooms were delicious and the eggs were well cooked but not so the bacon which was salty and anaemic in appearance. There was plenty of choice in terms of cereals and morning goods. The bed was clean and comfortable- so if you just need somewhere to lay your head then this hotel will do, but don't expect anything glamorous

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry to read you had a disturbed nights sleep. The hotel has had new boilers, pressurised pumps, water tanks et. fitted within the last year as this was the first stage of the planned refurbishment programme.The issue you encountered with your heating and shower has been reported to our maintenance engineer, who will look into this fully. I hope you will return in the future to have a far superior experience. Kind regards General Manager

"Never again"

2
User 02/05/2018

What we encountered at this hotel on our stay was awful. From start to finish. The staff was brilliant and the waiter micheal couldnt do enough for us. Our evening meal was awful, our room was lovely as we had a superior room with king size bed but the bed was not a kingsize it was two single beds pushed together which we were falling in between all nith. Woken up at 4 in the morning with noisy neighbour upstairs. Breakfast was nice untill we had hair cooked on our sausages so that was a put off. Over all 4/10 for me.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you thought our staff were brilliant especially Mickael, I will pass your comments onto the team. I am sorry your encounters some issues with your meal, we have spoken to the head chef and informed our butcher about the hair within the your sausage. Our super king size beds are Zip & Links and we have never had an issue previously with these beds coming apart as the mattresses are linked with a Velcro attachment and the bases are linked with brass hooks. I have spoken to housekeeping to ensure they are linked correctly and apologise for any inconvenience caused. I understand our duty manager spoke with you prior to leaving and made a goodwill gesture in relation to the above. I hope to welcome you back in the future. Kind regards General Manager

"Above and beyond"

4
kayleighthomas1990, South Wales, United Kingdom 29/04/2018

We stayed at the Heronston for my mother's 50th birthday and we were checked in by an amazing lady I believe her name was Dianne Burgess (sorry if I mis spelt) she went above and beyond to make sure not only mum had a great stay but all of us. We booked a table in the restaurant and she decorated the table with little confetti 50s and much more!! We were speechless!! She is a pleasure to your business!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you were pleased with your stay. I will pass your comments onto Deanne who will be thrilled. Kind regards General Manager

"A Mixed Bag"

4
User 27/04/2018

The hotel is generally maintained to a good standard and has ample parking. It needs modernising but I understand that this is in the works. The receptionists welcome was lacklustre and rushed and I didn't feel particulary welcomed. The food was slow to arrive but when it did it was good. The highlight of my trip was the bar service. Lou? was extremely competent and friendly -even when she was rushed off her feet. She is an asset to your team and deserves a big well done. I look forward to returning when Im back in the area.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am pleased on the whole you had an enjoyable stay. I will pass your comments onto Lou who will be thrilled. I will also pass your comments onto our head receptionist. We look forward to welcoming you back in the near future. Kind regards General Manager

"Comfortable stay"

5
User 27/04/2018

This is a friendly hotel with well appointed rooms and an excellent breakfast. The bar has a good atmosphere. I didn't have time to check out the spa or gym. I slept well and there was no noise. I'd return here given the opportunity.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your stay and would return in the future. We look forward to welcoming you back. Kind regards General Manager

"Basic"

3
User 22/04/2018

My employer placed me at The Heronston, Bridgend for a week. Whilst basic, the decor is outdated. I wouldn't recommend an evening meal there on a Sunday. I guess it was the chef's night off as I was presented with oven chips. When the soup presented with a dessert spoon I was a little dismayed. On checkout I was asked about my stay but the guy just walked away whilst I tried to tell him. Such a disappointing stay.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am disappointed to read your comments and will of course speak to the teams involved. I hope you will stay with us again in the future, so we can show you a far superior experience. Kind regards General Manager

"Comfortable spa hotel, but could be made nicer"

3
windmillfan, Winterswijk, The Netherlands 14/04/2018

A stay at this hotel once again confirmed that Best Western hotels in the UK are often not as good as the ones in some other countries. The location is fine, set slightly off the road, with plenty of parking space, and lots of greenery around. Hotel reception looks fine, and reception staff are very friendly and helpful. But things get worse when you move further into the building. Furniture in the bar area looked a bit shabby (although I suspect it was just an unfortunate choice of upholstery fabric), and the corridors we passed through to get to our room made a similar impression, with badly stretched carpet and fire doors that could do with a new paint job. Once inside the room, though, we weren't unhappy at all. I've seen reviews from people who visited with dogs and were unhappy with the room they were given, but room 27 was fine. Well furnished, clean, and with everything we needed, including a large wardrobe, an ironing board and an iron. The bathroom could be classed as luxury, we really couldn't fault it, it was very nice. The hotel offers a lot of services, including a room service breakfast. If we'd had more time, we might have used that, but we didn't. And of course it's a spa hotel. The receptionist didn't ask us if we wanted to use it, so after having read the information in our room, I had to go back to reception to get a special key card for the spa, and spa towels. Now, about the spa. Again, not as nice spas in Best Western hotels in some other countries, but on the other hand it was better than another Best Western spa we've seen in Wales. At least here the changing rooms were tidy and well maintained. It's true that the pool isn't very big, but the size was allright if you're not after some Olympic swimming. The sauna and steam room were both excellent, with just the right temperatures and amount of steam - actually, I think they were my favourite part of the facilities. Overall our experience was positive, but I think management is missing some tricks here - with attention to detail this hotel would make a much better and much more luxury impression on its guests.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased you enjoyed your stay and the spa facilities. We look forward to welcoming you back in the near future. Kind regards General Manager

"Comfortable stay"

4
Tangoj63, Leighton Buzzard, United Kingdom 10/04/2018

We had a roomy double and enjoyed the breakfast and dinner during our stay. I did try out the spa, the pool is on the small side but it was empty when I was in it and there is a hot tub, steam room and sauna. Visiting over the weekend meant there were quite a lot of people enjoying spa days and also wedding parties etc in. There is plenty of parking and we personally didn't experience any noise overnight in our room.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am pleased to read you enjoyed your stay and meals. We look forward to welcoming you back in the near future. Kind regards General Manager

"Disappointing"

2
MissMoan, Swansea, United Kingdom 04/04/2018

I came for the Spa day. I was disappointed with the value. The massage itself was lovely, but the facilities are very poor and inadequate. The changing rooms are too small, the pool is tiny, and you have to walk across cold corridors to get from the pool to the treatment room. It is very old and dated. The light lunch was even worse. The food was appalling, and drinks are very expensive. I would not go again.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am please you enjoyed your massage. I am sorry we did not live up to your expectation in our spa layout and that your lunch was not to your taste. I hope you will return in the future to a superior experience. Kind regards General Manager

"Disappointed "

2
17pippa, South Shields, United Kingdom 04/04/2018

Stayed at the Hotel a year and a half ago and had room 31 which was very nice and I gave a good review. This time I had my dog and was told I could not have that room again as only certain rooms were for dogs. We were allocated room 26 which was awful. No matching decor, a fluorescent strip light. A vinyl chair which was shabby and worn. Why do we dog owners get victimised as we are immaculately tidy and Ollie my Labradoodle does not shed hair. Breakfast was not good over cooked eggs, anemic bacon on the first day so tried the bagel salmon and scrambled egg the next again the eggs were over cooked and the dish was dry. To finish on a positive the room was clean and the staff were very friendly especially Sian the waitress who was lovely and gave us two sausages for the dog. If the hotel and food were as lovely as the staff it would be good again.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased our staff were friendly and the room was clean. I apologise if there were some areas of the hotel that did not meet your expectations, I will of course look into your comments. All the feedback we receive is important to us and we use the information to improve standards and highlight any further training needs required. I hope you will return in the future and will receive a superior standard of service. Kind regards General Manager

"Standard Best Western Stay"

4
lambownumber5, Sheffield 31/03/2018

Stayed at the Heronston as i was working in Bridgend and couldn't fault it, for the £77 i paid with breakfast which was decent value. As par for Best Western's; the hotel is an old building, externally a bit of a 60's monstrosity if you like but the rooms are comfortable and cosy. The locality of the hotel is a bit remote so you invariably end up eating inside the hotel so it's a good job the food's reasonable.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you thought the hotel was value for money, the rooms cosy and the food good. We look forward to welcoming you back on your next visit tot he area. Kind regards General Manager

"Lovely staff"

4
Jude B, Sidcup, United Kingdom 23/03/2018

First time staying here, room was clean, bathroom spotless but what made the visit was how lovely and accommodating the staff were - a real credit to the hotel, I would stay again just bc they were so helpful and friendly. I have given 4/5 purely bc my bacon was a tad underdone and luke warm but again the staff wanted to sort it and even offered to make me a takeaway sandwich bless them!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased you had a good stay and thought the staff were helpful and friendly. I will pass your comments onto the team who will be very happy. We look forward to welcoming you back in the future. Kind regards General Manager

"It just gets worse ??"

2
Boxerdogs1, Axminster, United Kingdom 22/03/2018

Q- Why doesn't this hotel sort itself out? A - Probably because it doesn't care! I have stayed here on and off over the years but each visit it just seems to get worse. This time I was staying in room 23 unfortunately. The bed had totally collapsed and was extremely uncomfortable. The hotel obviously knew this as they had tried to fill the collapsed base with blankets (see picture) to disguise this. When I raised this with the receptionist and showed her the picture she admitted this was totally unacceptable and told me she would inform housekeeping. I mentioned well they were obviously aware of this as they've filled the collapsed base with blankets. This unfortunately didn't seem to concern her as she then proceeded to charge me the full rate regardless! This I quite frankly think is horrendous customer service and shows a complete disregard for their customers. The temperature within the room was uncontrollable even after adjusting the room thermostat it was akin to a sauna and quite frankly the decor is extremely dated and worn. The vinyl chair for the desk was totally shot with vinyl flaking off (see picture) This isn't a cheap budget hotel and it does have a lot of potentially good points. Perhaps there may be a more sympathetic response here, but going by my voiced concerns earlier today at the hotel I'm not too hopeful.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am very disappointed to read your review and totally unware of this issue with this room. I can confirm a new bed has been ordered today and housekeeping has been spoken to concerning this. This room is off sale until the new items arrive. I sincerely apologise for this and should you contact the hotel directly I will of course sort this matter out with you. Look forward to your further correspondence. Kind regards General Manager

"Not bad ! "

5
Rachel B, Pwllheli, United Kingdom 20/03/2018

Stayed here twice now and it's not bad !! Rooms are clean and comfy. Shower, bath towels all good. Breakfast is good ... I follow a gluten free diet and they accommodated this without no fuss. Haven't eaten in the bar. The spa and swimming pool is a definite must. It's gorgeous. Pool is very clean, showers are lovely , steam room clean and sauna is great. Jacuzzi is placed in the right position and all in all is a pleasant experience. Would recommend.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you've enjoyed both your stays at the hotel and like our pool area. Thank you for the recommendation and we look forward to welcoming you back in the future. Kind regards General Manager

"Mother's Day afternoon tea"

4
The_gogos, Wales 11/03/2018

Decided to treat my mum to afternoon tea and went there today. Have to say we really enjoyed it. We were asked on arrival what sandwiches we wanted. I prefer that as it ensured we all enjoyed them. The staff were very helpful and special thanks to the waiter who served us as he offered to take a photo of us to capture a lovely afternoon.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am please to read you enjoyed your afternoon tea on this special day. We look forward to welcoming you back in the future.# Kind regards General Manager

"Rushed due to poor communication."

2
User 02/03/2018

Booked a spa day with a friend. Very little communication before hand (no answers to emails for days and days, then eventually short replies) and what eventually did come through turned out to be wrong. We were told to arrive at 12pm and weren't given any idea as to what time the afternoon tea and treatments were to be (despite asking several times) but actually this was the time our treatments were due to start. There were two forms to fill out and we needed to get changed so we were then late for our treatments. As a result our treatments were cut short and rushed in order to finish within the time slot. I completely understand why the therapists did this, they had a schedule to keep and it's not their fault that the reception/booking staff were unhelpful poor at communicating but I felt short changed. We tried explaining what had happened but our concerned weren't acknowledged, nor was an apology made. I've really liked the Heronstone on previous visits and the rest of the spa facilities (and staff) were nice but the visit was spoilt by the bad communication and dismissive attitude of the reception/booking staff.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased you have enjoyed the spa facilitates on more than one occasion. I am sorry to read that communication to you was an issues or slow on this visit, which resulted in you being late for your treatment start time. Please do come to the hotel in future for a spa day and please book with either Kelly Wilkins or myself and we will make the necessary arrangements for you. Kind regards General Manager

"Nice hotel"

4
User 02/03/2018

nice hotel and Spa, in an ideal position for my business trip plenty of Parking, both restaurant and bar food very nice. clean and tidy staff very helpful spa facilities were well maintained would recommend this hotel although a bit pricey for business they do offer reduced rates but you have to stay a number of nights throughout the year

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review and recommendation, I am pleased to read you enjoyed yur stay and the meals in the bar and restaurant. We look forward to welcoming you back in the future. Kind regards General Manager

"Good hotel for the price"

4
lyndawelly45, south wales 28/02/2018

I have stayed here several times the latest being Feb 2018 I stayed in the family room again with my 3 grandchildren, room comfy spacious and beds comfy, we had a Winter deal so I was happy with the price including breakfast, the hotel is starting to look rather tatty with carpets fading and fraying and the chairs in the reception / bar area looking old and shabby but on the whole we had a comfortable stay, a little disappointed that we couldn't book in the main restaurant until 8pm so decided to eat in the bar area, there was a big event going on and the bar area was full and very busy but we were served food in the bar quickly food was good and so was breakfast in the morning, Pool and Spa area excellent only very cold in the changing area other than that no complaints

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased you had a good stay and enjoyed your bar meals and the pool area. We look forward to welcoming you back in the future. Kind regards General Manager

"Great service"

5
User 24/02/2018

I visited here for an overnight stay to visit local family. I can not praise the hotel enough the staff were so friendly and welcoming. I was a little worried staying and being a pain as I need a celiac diet, but after stopping one of the young chefs Anne (I think) who was more than happy to explain that they would try to adapt any dish on the menu so it would be suitable for me and it was absolutely no bother. We ate in the restaurant that night and the food and service was amazing, and so was breakfast the next day lots of choice for me. I shall be back.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your stay and our team were accommodating to your diet. We look forward we welcoming you back in the future. Kind regards General Manager

"Great stay."

4
worldtripper2001, Bridgend south Wales U.K 21/02/2018

We come here for a girls weekend, celebrating a 60th birthday. We had fab rooms. I was on my own, as there was 9 of us. So I had a king size bed to my self it was fab. Bathroom was nicely done black floor tiles & a huge shower head . The only slight problem , the water in basin was hot, no cold I tried all ways but no avail. Then I forgot to mention to reception. We had a lovely afternoon Tea, they catered for me as I am wheat free. Later we went swimming in the pool then Jacuzzi. Only they use far to much chlorine , which made our eyes sting & water. We had a nice evening meal, in the morning there was a buffet breakfast, with plenty of choice. Later on we had treatments, eg facial massage etc,. All in all a good weekend.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your stay. We look forward to welcoming you back in future. Kind regards General Manager

"Like going back to the 80's"

1
chris e, Swansea, United Kingdom 17/02/2018

We have stayed here a number of times and I couldnt remember why I stopped staying at the chain with work a number of years ago. We recently spend one night at the hotel whilst attending an event nearby and it all came back to me. It's like going back in time. Threadbare carpets, loud doors, creaking floorboards, insufficient lighting (take a torch to get back into bed), old bathroom and ancient shower. The bed was like a board. I'm still feeling the effects 2 days later. The standard response to poor reviews from the manager states that they are going through a major refurbishment. I have stayed in the refurbished rooms on previous visits and they are a great deal better. However, that was years ago so I don't think that they are going to complete any time soon. My best tip if you have to stay here would be to make sure you are in the refurbished rooms unless you are into nostalgia and back pain

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry to read you were disappointed with your current stay, as you have stated we are going through a refurbishment which unfortunately has had some delays. I would hope by your next visit we would have a 'new hotel' for your stay. Kind regards General Manager

"One night stay with family"

4
chrissi r, Warrington, United Kingdom 17/02/2018

Visited with my cousins to attend a family funeral. My only complaint was the noisy floorboards from above whoever was in there got up a lot in the night and I knew about it. Breakfast was plentiful sadly my veggie sausage was forgotten but everything else was good .

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I send you my condolences for your loss and the reason for your stay. I apologise for the disturbed night sleep, but am happy to read you thought the stay was good overall. Kind regards General Manager

"Solo visit while attending a conference"

4
Christina G, Surrey, United Kingdom 14/02/2018

I visited here for two nights Friday to Sunday while attending a conference nearby. The first impressions were slightly older and dated but when I got into reception, the welcome and layout was much better. When I checked into my room, I was on the downstairs level right opposite the gymnasium door, which I would say if you are a light sleeper like myself is not great for two reasons. Firstly with people entering and exiting the gym, you hear the door banging and the music as the door opens till late into the evening and unfortunately, through no fault of the hotel, just the old style building, the creaky floorboards to the room above me were continuous and quite loud, I'm sure the person above me must have been sleepwalking, as this went on for quite a while through the night, so choose a room at the top if you are a light sleeper. I did ask after my first night if I could move but the hotel was full. The hotel itself is quite nice and clean, has good tea, coffee and hot chocolate making facilities in the room and the bed was very comfortable. The bathroom looks really nice. I probably would return again if I was in this location but stay in an upstairs room which would be quieter.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you thought the hotel was clean, comfortable and friendly. I am sorry to read of your disturbed sleep. Please do speak to our reservation team at the time of booking you can ensure you have a first floor room on your next visit, but with our refurbishment I would hope to eliminate any noise issues. Kind regards General manager

"4* star Hotel"

5
Sulwyn T, Carmarthenshire, United Kingdom 12/02/2018

First class accommodation at a fairly reasonable price. The food was excellent; the wine fairly priced; the breakfast more thn adequate. We have stayed here before but it seems the hotel had added character - possibly because parts have been re-furbished. We will definitely stay there again.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you had an enjoyable stay. We look forward to welcoming you back in the near future. Kind regards General Manager

"Like a museum of how hotels used to be......."

1
Mark M, Neyland, United Kingdom 08/02/2018

Ripped stained mattresses with protruding springs, carpets stuck together with tape, mildew and mould in bathrooms, grumpy bar staff that act like they are serving community service and don't want to be there. There are some refurbished rooms, however if you're booked through work I doubt you'll get one...... if it was my money, would I pay it...... no

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am sorry to read we did not live up to your expectation on this stay. Your feedback is important to the hotel and will be investigated fully. The hotel is undergoing a multi mullion pound refurbishment which includes all areas of the hotel. I do hope you will return in the future. Kind regards General Manager

"A good solid hotel with great staff "

5
Satchmo411, Palma de Mallorca, Spain 08/02/2018

I looked at some of the reviews before arriving at the hotel and I don't find that they do justice to the hotel. I found the staff to be warm and welcoming. The hotel is a solid 3 star with good food and decent lodgings. I didn't encounter any of the issues raised by previous posts. My room was good and clean. The only thing missing for me was a small fridge but it was cold enough to leave the cold milk on the window ledge !!! A good hotel, good staff and decent food. What else come do a business traveller look for ?

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your stay and thought the was good, room clean and staff were friendly. We look forward to welcoming you back in the future. Kind regards General Manager

"Average hotel "

3
User 07/02/2018

The rooms could definitely do with a refurb, the bathroom was nice apart from water being all over the floor when ever you had a shower. Walking through the hotel to grab something from the car, the bar/restaurant hadn't even collected the dirty glasses from when they closed which didn't look very nice. I wouldn't pay the price the hotel ask to stay for one night as I personally don't think it's worth it.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, your feed back is important to the hotel and we use our feedback as a tool to identify any additional training requirements. I apologise that we did not fully meet your expectations on this occassion. The hotel is undergoing a complete refurbishment will all areas being upgraded. We hope you will stay in the future to a much higher standard. Kind regards General Manager

"Lovely reasonable spa"

4
Rhiannon_Watts, Maesteg, Wales, United Kingdom 31/01/2018

I've visited a few times now for a spa experience each time has been lovely. The pool is a lovely size, and I absolutely love the steam room, jacuzzi and sauna. The spa treatments that I have received have been lovely and the girls in the spa are very friendly. The changing rooms are a little on the small side and when there is a group of you can prove a little difficult. Hopefully in the future the changing rooms could be made bigger. The food has been lovely each time I've been. My mum last time we went had the cold meat salad and it was lovely and big but today she ordered the same thing and received one slice of turkey and tiny piece of beef and what I would call a salad garnish. One of the girls in our group approached a member of staff and said we was disappointed and the manager came out to speak to us. So we explained that obviously the salad received today was not consistent with what had been received before and he immediately resolved the situation by bringing out a big bowl of salad and more sliced meat for those who had ordered the salads. This was very good customer service of the manager and was appreciated. I've always had a lovely time here and today was just a little hiccup but was resolved straight away. Thank you for a relaxing experience

"no sleep all night"

1
vidi23, Porthcawl, United Kingdom 27/01/2018

We stayed there on the 10th January for one night. The mattress on the bed is really uncomfortable, you could feel all the springs, and the floors are really squeaky so we could hear the person in the room above, walking around from midnight till 6 in the morning. After that banging of doors started and people were shouting, despite of a sign on the wall which says: "shhh quiet area". As I am 6 month pregnant, we went there to relax, but couldn't sleep all night. The radiator in the bathroom wasn't working. We filled out the questioner, wrote all these problems down and gave it to girl on reception in the morning, and she was really rude and ignorant, didn't even ask if we had a good stay, and not even a goodbye! We wrote them an e-mail as well, no response. This was our 3rd time going there, because at least the spa is nice, breakfast was ok, and the service is fine too, except that girl on reception, but after this stay we are not going back again and will advise everyone we know, not to, it has changed. Not as nice as it used to be. Disappointing.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry to read you were disappointed with your stay on this occasion and for your disturbed night sleep. I will of course speak with the reception team concerning your experience during checkout, we do of course want every guest to enjoy their stay at the hotel and I am sorry to read you completed a questionnaire and emailed the hotel without response. This is very unusual and I will check that your email has not been automatically gone into the spam file, as we respond to all feedback. Feedback from our guests is very important to us and helps us to identify areas that may need further training or improved standards. I do hope you will return to the hotel in the future and a relaxing stay as you have previously. Kind regards General manager

"A pleasant one night stay, breakfast needs some work"

4
Wendy F, Sheffield, United Kingdom 24/01/2018

Stayed for a night on business. I agree with other reviewers that the bedroom was a little “tired” but it was clean, comfortable and quiet. All I want from a bedroom. The bar and reception staff were really friendly and I had a delicious salmon fillet with salad for lunch in the bar whilst waiting to check in. My one issue was breakfast. What I ate was perfectly nice but the staff were overwhelmed with everyone arriving at 7:00 for breakfast. The kitchen couldn't keep up and there was no bacon on the hot buffet once the first dish was emptied. There were other things to eat but bacon strikes me as a key element of a full cooked breakfast. I do wonder if the Hotel should consider starting breakfast at 6:30. People on business stays are usually up early to get on with their day. The fact we were all there when they opened at 7:00 says something. Again the staff were lovely but they struggled to keep everything replenished. It wouldn't put me off staying again though, on balance it was a good stay.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you had an enjoyable stay and would return again. Your feedback on breakfast was great and very constructive, we will look into the points you have made. We look forward to welcoming you back in the future. Kind regards General Manager

"Sunday lunch "

1
User 21/01/2018

Hi everyone i have just returned from a disastrous Sunday lunch at cranes restaurant in the heronston hotel having been recommended to me, i initially chose a beef dinner but a fellow diner advised me to avoid as in her words i would need a hacksaw, I chose the chicken for my wife and I, the chef needs to learn how to make gravy only veg that was hot was the boiled potatoes a distinct absence of any flavours all in all the worst meal i have ever paid for. The only positive was the service by our waitress.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am very surprised to read you comments concerning Sunday lunch this week and apologise if this did not meet your expectations. We have a busy and regular Sunday Lunch trade and obviously would not want any sub standard meals to be served. Please contact the hotel directly to discuss further. Kind regards General Manager

"Location suited us well"

3
Debbra M, Swindon 19/01/2018

I was really disappointed that I was unable to receive Internet on my Ipad from our room. We run a business and need to keep an eye on things. Our very quiet room, the Bridal Suite, was a lovely surprise. The sleigh bed was very comfortable & we both slept well. A lovely suite with a very nice bathroom. Unfortunately there was no bottled water or mini bar. Basic coffee & tea making was available though. A very basic buffet breakfast with very pleasant staff in attendance.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am please that you thought the Bridal Suite was lovely, the bed comfortable and the bathroom very nice also. I apologise that you could not receive internet on this occasion, this is very unusual as we have a new internet system and have not received any issues with coverage, I will of course get this checked out to ensure it is not a on-going issue. We look forward to welcoming you back in the future. Kind regards General Manager.

"COLD and UNCOMFORTABLE!"

2
User 14/01/2018

Staff were pleasant enough and check-in was easy. However, all the corridors leading to our room were absolutely freezing and so was the room. When we entered the room it smelt of what can only be described as wet dog and the bed was the most uncomfortable I have slept in for years. You could actually feel the base, it was like sleeping on a camp bed. The shower temperature got to luke warm at max, so could not warm up at all. The room was very dated and needs a complete refurb. Hotel was also very noisy throughout the night, the walls are so thin you could hear everything that was happening in other rooms! It honestly sounded as though they were in the same room, this went on for most the night so very little sleep. All in all, we won't be coming back here again for a relaxing night away from the kids!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry to read you did not enjoy your stay, I am surprised you found your room cold, but will get this checked immediately as this is not the norm. The hotel is currently undergoing a full multi-million pound refurbishment and any issues you have found will be resolved during this time. I hope you give us the oporunity to serve you in future to the standard expected. Kind regards General Manager

"Nice place to stay"

4
User 08/01/2018

Stayed with my husband, we had an evening meal in the restaurant which was nice, but not as special as I had hoped, and a party/Disco in the next room meant loud music was a bit annoying, room was comfortable and staff friendly

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am happy to ready you had a nice stay, thought your room was comfortable ad the staff friendly. We look forward to welcoming you back in the future. Kind regards General Manager

"Very Good Stay"

4
Martin K, York, United Kingdom 03/01/2018

My company booked me in to this hotel whilst working in the area. Had a really nice stay with good food and comfy room. Yes the place is in need of a bit of refurbishment. but on the whole it would not stop me from staying again In fact the choices of hotels in the area is very poor but this one at least has some nice facilities.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you had a very good stay with us and would look to stay again. I can confirm the hotel is in the final planning stages for a multi million pound refurbishment, so any tired areas will be upgraded. We look forward to welcoming you back in the future. Kind regards General Manager

"Good quality experience"

4
Llanharan_Wales, Llanharan, Wales 03/01/2018

We spent our third consecutive New Year's Eve here and again, though not cheap, we had good quality experiences. The rooms were large and comfortable and provided a tea tray, sweets and bottled water. However, in a motel style hotel the more infirm could, like ourselves, end up with a long walk to the furthest corner, involving several sets of doors. Also, be warned, the bathroom sink come on with tremendous power – I received a frontal wash down – while a contortionist must have decided where the toilet paper dispenser was located! The breakfast provided the full range to satisfy all appetites. The NYE function was again excellent – a quality multicourse banquet served by efficient, pleasant and energetic youngsters. Lee Jukes as DJ once more ensured a full dancefloor all night. Canapes with a drink on entry and a midnight glass of fizz were nice complements. We found bar prices relatively high. We did not use the leisure facilities.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you enjoyed your new Years Break again this year. We look forward to welcoming you back for a forth consecutive year in 2018. Kind regards General Manager

"No problems - nice stay"

4
jobfamily, Swansea 02/01/2018

Stayed over new year. Lovely big room with toiletries. Nice and quiet even though it was new years eve we didnt hear a sound. Easy to walk into the little town and free onsite parking. Very relaxing. The staff we saw were friendly and polite. Would stay again

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you enjoyed your stay over he New Year and would look to stay again. We look forward to welcoming you back. Kind regards General Manager

"Pleasant stay"

4
CalomK, Milton Keynes, United Kingdom 31/12/2017

Stayed with friends. Big comfy room, enjoyed the spa facilities and breakfast, choice of buffet or cooked brought to table. Dinner was good, had a few treatments, left feeling refreshed. Gym very small but better than nothing.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your stay, thought dinner was good and left feeling relaxed. We look forward to welcoming your back in the future. Kind regards General Manager

"Short stop over whilst on business "

4
punchyStafford, Stafford 20/12/2017

Booked in to the hotel with 2 colleagues, check in was efficient and swift, allocated room 27 near SPA and gym, room was large with a double bed and a single, bathroom was well appointed providing toiletries and towels. Hairdryer in main room by mirror. Plenty of storage in cupboard, also tea and coffee. Breakfast was ample. The SPA in my opinion is excellent, good pool, steam room, sauna, didn't use the gym but it looked small with CV equipment and a selection of dumbbells. Location is approximately 20 minutes walk into Bridgend. Overall I enjoyed my stay and would recommend this hotel. I will stay there again.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your stay, would recommend the hotel and will look to stay here again on your next visit to the area. We look forward to welcoming you back in the near future. Kind regards General Manager

"Reasonable hotel for the money"

3
Bigt85, Peterborough, United Kingdom 20/12/2017

Cheap over night stay, you can tell its a budget night due to the rooms are a bit dated. but comfortable. The wifi is very strong and cant fault it The pool is nice and clean, lockers and a drying facility for trunks etc i ate in the restaurant, it was ok. slightly expensive i think for what you get. i wouldn't bother with the pre booked 3 courses you only get £22.50 to spend and most the mains are £16-22 quid. Breakfast was reasonable too, basic but ok if its included in your room rate.

"A good place to stay"

4
mihaistefanp, Taipei, Taiwan 17/12/2017

Clean and very good place. If you need invoice, you might need to insist as some of the staff are not so well updated with the procedures but they are kind and eventually it works. Breakfast is salty and oily but overall okish.

"Hot food delivered cold, poor unattentive staff"

2
H6999ZWdebbiec, Kent, United Kingdom 12/12/2017

No acknowledgement at check in, guy walked away as I approached the desk so had to wait for another colleague to check me in. No one answered the room service phone, no one answered the reception phone when I was trying to find out why no one was answering room service so I had to leave room and walk to reception to order room service then hot food delivered to my room cold and uncooked. Decided to have a sandwich after I returned the food. It was a disappointing end to a very long day and let's just say this hotel will not be recommended for anyone I work with as I would not stay again. The breakfast team were great, such a shame their colleagues let them down.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, thank you for your review, on behalf of the entire team I would like to apologise for the inconvenience you were caused during your stay. I will bring all the points you have raised to the front of house manager. We pride ourselves on the friendliness and efficiency of our team so I am very disappointed we did not live up to your expectations on this occasion. I hope we will have the opportunity to serve you to a much better standard in the future. Kind regards General Manager

"Wonderful "

4
Suziered, Haverfordwest 09/12/2017

We are staying here for the second time. It is dog friendly and you arrive at your room and there is for your canine a bed and dog bowls. Homely clean and comfortable. The staff are amazing and very helpful. Visited the pool and Jacuzzi tonight and it was so calm and relaxing. I thoroughly recommend and look forward to visiting again.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you enjoyed your stay again and we look forward to welcoming you and your four legged friend back in the future. Kind regards General Manager

"very pleasurable stay"

5
david S, Cardiff, United Kingdom 04/12/2017

The hotel was very clean, the food was good and the fitness suite/spa was excellent. The staff were very welcoming and very accommodating if there were any problems. there was plenty of parking space. Overall I had a very enjoyable stay.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you had an enjoyable stay, thought the staff welcoming and liked the food and fitness suite. I will pass your kind comments onto the team. Kind regards General manager

"Best Christmas Party Ever!"

5
paula-marianne131265, Bridgend, United Kingdom 02/12/2017

Attended a works Christmas party and stayed over night. The room was exceptional very clean nice and warm and big comfy beds. The set up of the room for the party was perfect. The staff were all polite and service was second to none, they couldn't do enough for us. The best part of the evening was by far the food! It was like heaven on a plate - compliments to your chef! Thank you to everyone at the Heronston for making our Christmas party the best one yet.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for taking the time to write a review, I am so pleased to read you enjoyed your Christmas party and thought it was the best one yet. I will pass your kind comments onto our food and beverage team who will be thrilled. We look forward to welcoming you back, if not before then maybe for next years party! Kind regards General Manager

"Great break"

5
User 23/11/2017

Would recommend this hotel. The pool is absolutely gorgeous!! Reception staff not brilliant but restaurant and bar staff lovely. We were upgraded due to faulty shower and delighted with our stay. Can be a little busy if hen night or wedding but overall we loved this place! Been twice and off again soon! Would thoroughly recommend for mini break to anyone!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased you enjoyed your stay and like our pool area. Thank you for your recommendation and we look forward to welcoming you back in the near future. Kind regards General Manager

"spa break with my husband....fantastic!!"

5
327bonbon, Bristol, Rhode Island 20/11/2017

The hotel was absolutely amazing we had a complimentary upgrade to the bridal suite and my what a beautiful room! The spa facilities were brilliant and the staff so accommodating. We ate in the Crane restaurant and the food was second to none beautifully presented and even more tasty. We would highly recommend this place to everyone. Booked again for February and cannot wait! Thank you for a wonderful stay.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your stay, thought the food was second to none and the staff accommodating. Thank you for your recommendation and we look forward to your return visit in February. Kind regards General Manager

"Fall from grace...."

1
ultranort, Caerphilly, United Kingdom 20/11/2017

Wow...just,....wow. I have never seen such a nice venue drop in standard as rapidly as it did on my last visit. I was genuinelny shocked with the service and our treatment in the bar area. Highlights include - - Ordering sandwiches for lunch. Being advised that unfortunatley there was no salad available for the cheese sandwiches as they had run out. The alternate offer was tomato sauce. Accepting that the cheese sandwich would be plain, I then witnessed the next customer being offered salad with there turkey sandwich. - Ordering a certain brand of drink and being advised that it wasn't available at the bar, but that the barman would go and get it from the private function bar. Waiting 20 minutes for the drink to be brought to us before realising that the barman looked like he had forgotted. Asking for the progress of the drink delivery to the response of barman's realisation that 'actually we do have this brand in the bar'. - Waiting to be served at an unoccupied bar for 15 minutes at a time, as the private function clearly took priority over a couple of regular customers who wanted an enjoyable stay away. - Watching a couple of different guests pull themselves a drink, as the bar was unoccupied for so long??? - Being served a spicy chicken pizza which a singular piece of.. actually I'm not sure what it was but it had a lot of roots sticking out of it. I have a photo of it if anyone would like to guess the species. It was described as a 'rogue vegetable, but I'm still not convinced it was of this world. On questioning it, I was advised that it had given the kitchen staff a good laugh... every cloud.... -General embarrasment at inviting a couple to stay with us for this weekend, describing it as an amazing place, allowing them to splash out at a season that is generally tight for most people, only to be horrifed at our treatment and wanting the ground to swallow me up. - Finally, awaiting the generic response that I will likely get to this review, advising that 'feedback will be given to improve the service' none of which will pacify my embarrasment or wasted finances for trying to treat my lovely wife who works her backside off day on day. This may sound a bit of excessive and historically I don't write reviews but I'm bitterly disapointed with this one so close to Xmas. I really could have done without it. Great Shame

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry to read you were disappointed with your stay on this occasion, especially the service you received from the bar team. I will of course bring this to the attention of the food & beverage manager, who I am sure will do additional training with the bar team. In terms of the 'rouge vegetable' I have spoken to the chef on duty and can confirm it was the top of a shallot. We do of course apologise for this. I am truly sorry if your felt embarrassed with the service on this visit, as you know this is not our usual standard of service and would hope that this is a one off occurrence. I look forward to your return in the future so you can received the normal standard of service that is expected. Kind regards General Manager

"Lovely relaxing night away"

4
wilks34, Caerphilly, United Kingdom 19/11/2017

Had a lovely night at the Heronston hotel and spa. It was a surprise night for my husband and he really enjoyed it. Staff at the hotel were very helpful and friendly. The food in the restaurant was nice but there were a few things missing from our meals. Just check what you have as the potatoes were missing from steak and no cream on the brownie. The room was lovely and clean and obvious recently done out. The bathroom was amazing and not one tiny bit of mold, from someone with a real issue with hotel shower curtains it was so nice to walk in and see a glass screen ?? The added touch of a card and chocolates for my husband left in the room was a very thoughtful touch. Would definitely recommend and will be booking another night here soon ??

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you enjoyed your stay, thought the staff very friendly and liked your bedroom. I am pleased you would definitely recommend the hotel and are looking to stay again. We look forward to welcoming you back. Kind regards General Manager

"Tennis Club party"

3
Owainstanford, Bridgend 19/11/2017

This is hard for me to write as this is supposed to be the best of Bridgend. Have used this establishment many times and always been very happy but last night unfortunately wasn't the case. I've given a three because in all fairness the food and waitress' was good. Unfortunately we had a function in the Ibis room which was full but at one point there was only one member of staff serving drinks to all the function and residents. I did approach the manager and express my disappointment and was told the matter was in hand and that there was sufficient staff to serve drinks . Eventually more staff were available but the standard of service was abysmal and not expectable. You had a room full of people wanting to give you money and were clueless. What annoys me is the arrogance shown that nothing was wrong. This was a great hotel but standards of staff has gone down badly and if management can't see this then there is a problem. Compliments to the chef !!!!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am happy to read you enjoyed your meal and thought the waitress service was good. I am disappointed to read you were disappointed with the bar service you received, I understand that the banqueting manager on duty who spoke with you did check the bars following your conversation and asked the duty manager to also help the bar team with the initial service of your party. I will pass your kind comments onto the chef concerning the meal and will ensure the Food & Beverage Manager is fully aware of your disappointment in the service received from the bar team. Kind regards General Manager

"One to avoid"

2
User 15/11/2017

A hotel which could easily raise its game, a 4 night stay showed consistently poor service, the staff seem uninterested and frankly a little bored. There were times when ordering a meal or drink seemed to be a chore and you were inconveniencing them. The food was pretty poor, undercooked chips, small portions and when asking what was on the desert menu, one night we were told... nothing! The staff at breakfast in the restaurant were the only who showed any effort or smiles. Overall the room was nice although the tv wouldn't always work and toiletries were never replaced. Would I recommend, no, spend your money elsewhere.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for taking the time to write a review, I am sorry to read we did not meet your service expectations on this visit. The feedback you have provided will be used to identify further training needs and improve service standards. I hope you will return in future to see a marked improvement in the service you receive. Kind regards General Manager

"Dissapointing "

2
Bethnkarl, Pembrokeshire, United Kingdom 12/11/2017

We stayed at this hotel for one night on the 7th November. I rang to book it on the Friday before and that was where the disappointment started. Spoke to a lady I believe her name was Marion? She was very rude and when I said we would take the 3pm slot for the spa she abruptly said well no one goes at 3 and the other at half 3. Booked in for the spa and when she asked for my email address I asked if I could spell my surname as I have an unusual spelling to which she replied I know how to spell. Unfortunately as predicted she got the spelling wrong so I had no confirmation email. Arrived and was greeted on reception by 2 people who could not find my booking at first, but after they checked us in they provided the towels for the pool and said that our treatment wasn't til 3:30 and 4pm. Not what we were told the day before via email. When it came to the spa treatment the therapist asked if I was allergic to anything which I am (wheat and gluten) so they couldn't do my massage as they only had wheat germ oil. Although credit to the lady she went out in her own time and found me an oil I could use and booked us in for the following day. Pool area was good although no sign of the relaxation room? Food that evening was exemplary and a welcome surprise compared to how the stay was going. Chef catered for my diet perfectly and again at breakfast the following morning. The waitress Cerys (unsure of spelling) was faultless amazing customer service and really friendly. So I hope you can pass on our appreciation and thanks to her. Our room wasn't what we were expecting. The size was more then adequate however the bathroom door would not shut/lock properly and the shower burnt you one minute and froze you the next. And there was also water on the wall nearest the window and a crack on the wall by the single bed. Overall the food/waiting staff and the spa therapist saved it for us but the people taking the booking and reception staff aren't organised enough. Though the lady on checkout was lovely, her name was Melissa and Tara who I had been in contact with over email. Really need tk improve especially when your paying £119 for the night. Beth

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for taking the time to write a review, I am pleased to read you were happy with the service you received in our spa and our restaurant and thought the food was exemplary. I am sorry to read you were not happy with how your reservation was made and I will discuss this with the reservation team. I can confirm all our standard rooms are part of a major multi million pound refurbishment. I hope you will return in the future to a much improved standard of service from our front of house team and to a newly refurbished bedroom/bathroom. Kind regards General Manager

"Group Stay for Party/ Event"

3
User 06/11/2017

This was a large birthday party with a set menu. The food was very poor. It was a beef or turkey main choice. A lot was cold when served. This was due to untrained staff not completing serving a table before moving on to the next table due to inexperience. Breakfast again was spoilt by being cold a good choice of food but even waiting for the food to arrive from the kitchen it was cold with cold plates. Room. Our room was clean but very dated. The bathroom was very poor with taps not working correctly. The shower was very difficult to control. A lot of paint in the room was blistering. A long way behind the times by current competition. Especially at £80:00 for the night. Hotel needs updating.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guests, Thank you for taking the time to write a review, I am sorry to read you were disappointed with your meal during the birthday party. The hotel is completing a multi million pound refurbishment, so I would hope by your next visit you will see a complete difference. We look forward to welcoming you back in the future. Kind regards General Manager

"Would definitely recommend"

5
N8233MPgrahamw, Bridgend, United Kingdom 31/10/2017

I would definitely recommend this hotel if you are staying in this area. It has everything on site for commercial or recreation customer. Good quality at very reasonable price. The staff were all polite & friendly. The leisure center was excellent & very well decorated.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your stay and would recommend us. I will pass your comments onto the team who will be very pleased. We look forward to welcoming you back in the near future. Kind regards General Manager

"Excellent value, well-located hotel"

5
NickCah, Birmingham, England 30/10/2017

For the price, I have no concerns at all about this hotel. The staff were excellent, particularly reception and the lady who handled the weekday breakfast service. Nothing was too much trouble. The family room we had was well laid out - it was slightly hot, but leaving the window open saw to that. Unbeatable for the price. Breakfast was good, although a little chaotic on the final day when it was full and there was a short wait for a table - it was better when it was a la carte service, but this only happened on one day of our stay. The table wait was well organised, but perhaps need more staff? Still, the food was plentiful and of decent quality. The spa was fine - the pool's not great for swimming and could do with a bit more light around the edge to encourage staying a bit longer. However, it was warm and clean. The spa bath, sauna and steam room were all excellent. Nearby there were various activities and places to eat - Porthcawl seemed to be the best place for food - didn't like the local pub, the Water Mill (slow, poor food) and the Pelican (now reopened) was fully booked. Riding at Ogmore on the beach (the purpose of our visit) was a clear winner.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your stay and thought the staff were excellent. I will pass your comments onto the team who will be thrilled. We look forward to welcoming you back in the future. Kind regards General manager

"Old, dirty, shabby hotel with poor staff and service"

2
User 23/10/2017

The hotel has clearly experienced construction and expansion work during its lifetime. As a result there is the advertised high quality, new, refurbished wing on one side - on the other, hotel rooms that time forgot. A musty corridor (which stinks of damp) links the new to the old; at the top of a strange landing you will find a set of rooms with dirty carpets, stained net curtains that I'm sure once upon a time were white, dirty bedding and uncomfortable beds. Combine this with three plug sockets in my entire room which was supposed to accommodate three people, and this gives you a really lacklustre experience. It doesn't end at the room, staff who surely are supposed to make you feel cheery as you wake up in the morning to serve you breakfast were grumpy and inattentive. When we lost a member of our party's jacket, when questioned, a member of bar staff just about managed to grumble ‘try reception'. I'm giving this hotel two stars, because despite the awful hotel and food experience, the pool was good.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry to read you did not fully enjoy your stay. I am pleased you like our pool area. The hotel is currently undergoing a multi million pound refurbishment and the bedroom you stayed in is the next section of the hotel to be worked upon. In terms of the team I will of course speak to the relevant managers concerning the customer service highlights you have made. I hope to welcome you back in the future. Kind regards General Manager

"Dirty, rotten windows, damp smelling"

1
Tiggzzz, Ipswich, United Kingdom 23/10/2017

We stayed for 2 nights. The bath was filthy, bedding dirty, windows were old fashioned wooden single glazed - totally rotten, one didn't even shut properly! Condensation poured off them. Passage way linking the two building stinks of damp. Staff in bar and breakfast need to cheer up! We would not stay again, very disappointing!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry to read you were disappointed with your stay. Please do contact the hotel directly and we can discuss your points. I would like to confirm the area of the building in which you stayed is one of the next areas to be refurbished and will have new windows etc included within this refurbishment. Kind regards General Manager

"Surfs Up!"

4
Matthew M, Swindon, United Kingdom 21/10/2017

We stayed here in August arriving on Bank Holiday Monday for a few days. We used it as a base to get to Rest Bay. It looked ok online and as we were only looking for somewhere to crash after long days at the beach, we booked it. What a pleasant surprise, first impressions were not great from the outside. However a friendly welcome, good sized, clean, modern room changed that. The pool and spa facilities were also a definite plus. The staff were great, really friendly and attentive. The bar food was pretty good too. Will stay here again on our next surfing trip.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am please to read you enjoyed your stay and are looking to return to the hotel on your next trip. We look forward to welcoming you back in the near future. Kind regards General Manager

"Solo Spa afternoon"

4
User 19/10/2017

Had a lovely spa afternoon including a massage and afternoon tea. Had the pool to myself and the sauna and steam room were clean and well maintained . Jacuzzi not working but that was ok by me. Very relaxing floating about looking at the twinkly lights over the pool and the afternoon tea was served with proper China & cake stand and a proper tea pot which was very nice. Massage was a bit 'soft' just swirling about really accompanied by non stop chatter from the masseuse which was ok ( i am local so it was not a suprise) but not what I would have normally wanted during a massage and at the end of a relaxing 4.30 hours. Felt relaxed going home and would use again. ONLY downside was the wet floor in changing room that was not cleaned during the afternoon and did have hair deposits on it which I did not like. Floor between pool and steam /sauna had been cleaned but not changing room ! WORD of ADVICE - the 'robe' allocated IN THE TOWEL/SLIPPER PACK was basically a thin cotton hankerchief weight dressing gown about a size 6 which I could not wear at all. I took clothes to change into to have the tea on the bar & would have felt unbearably stupid if I had to sit in the bar in a robe so unfit for the purpose! Not good!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you enjoyed your spa day and afternoon tea. I will look into the robe sizing as they should all be a standard size, with some larger ones kept to one side and allocated when required, but none of them should be small. We look forward to welcoming you back in the near future. Kind regards General Manager

"Mixed Bag !ff"

3
Timberwolf3000, Bristol, United Kingdom 16/10/2017

Stayed at the Heronston last weekend following attendance at a wedding. Booked a superior room - comments below: Positives Room was clean and well maintained - looked quite plush and decoration was very modern. Bed was comfortable. Reception and staff we engaged with were all very polite and helpful. Breakfast was really good with friendly and efficient staff. Negatives Room was very warm (even with heating off) - couldnt seem to turn down the temperature and there is no air con and thermostat made no difference - as it was on the ground floor we couldnt really leave the windows open to try and cool it down. Really noisy - walls are all thin so you can hear everyone talking, opening cupboards, flushing the loo and walking along the floors upstairs. This led to a disturbed nights sleep. Bar staff at the wedding werent very good - had to repeat orders several times and they still got it wrong !. There also werent enough of them leading to long queues. Wedding buffet wasnt the best quality of food ever. Overall not bad and if they could perhaps improve the temperature control and sound insulation it would be pretty good.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am happy to read you thought the room looked plush, clean, your bed was comfortable and you enjoyed breakfast. I will bring your comments concerning the bar team and buffet to the attention of your food and beverage team. We use all comments to help us improve standards and highlight any training needs. We look forward to welcoming you back in the future. Kind regards General Manager

"Excellent Service"

4
DAVIDAB2202, CYPRUS 12/10/2017

We held 2 dinner parties at the hotel,over the last weekend for a relatives 90th birthday and must put on record that the young man who took responsibility on both of the days really was exceptional in his attention to us. So thank you Mefon,you really were great

"Very Comfortable"

4
Terry C, Warwick, United Kingdom 10/10/2017

For a 3 Star hotel it was very good. The room was clean and comfortable. Food very good but the breakfast could have been improved. Buffet bacon and eggs go cold very quickly. With the evening meal you do not need a load of potatoes and veg with a pasta dish.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your stay and thought your meal was very good. We look forward to welcoming you back in the near future. Kind regards General Manager

"In desperate need of decorating."

2
Sarah N, Herefordshire, United Kingdom 03/10/2017

This hotel used to be so nice & well kept. Sadly, it is now very tired and dated. I was in room 69 on the ground floor. The room lacked character. The decor was drab; the curtains very dated and the carpet was filthy, as well as being very dated too. Behind the door to the dressing area the carpet clearly had not been hoovered properly as there was a layer of dust. I initially thought the bathroom was ok, but on closer inspection the seal around the bath was messy, and there was mould on some of the grouting. The shower was a fixed height and it had very poor pressure. The shelf and tray the complementary refreshments were on was not very clean - I cleaned the area myself, and had to give the cups a good rinse before using them. To top it all, the guests in the room above me were extremely noisy from about 05:30 onwards, it was relentless, so I complained to the management and in all fairness, they took £10 off my bill. The cooked breakfast was average and I found it strange that the glasses for juice were stacked up in front of the juice dispenser, making it difficult to get to (being short!). The toaster heated the bread rather than toasted it and I was met with indifference when I mentioned it to the young man seating people. I was last at this hotel in 2000, and it would appear that very little maintenance has been done since then. A lick of paint in the rooms would be a start. Upon check out I noticed that the surface of the counter top, to the very right in the corner was dusty - I ran my finger throughout it - not a good impression. Come on Hereonstine, you can do much better!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for taking the time to write a review, I am sorry to read we did not exceed your expectations. I would like to confirm the hotel is currently undergoing a major refurbishment and room 69 is included within this plan. I hope you will return in the future to see the results for your self. Kind regards General Manager

"Cosy hotel that covers all needs"

4
Sergio D, Valladolid 29/09/2017

All services in the same building was a plus, as rainy weather did not invite to go out. Gym pretty basic but well maintained, comfortable Spa and swimming pool. The menu was the negative point (closed soon, scarce and expensive, but well cooked). The twin room was comfortable and wifi was stable the whole stance.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am please to read you found the hotel comfortable, the WIFI good and you enjoyed your meal. I am sorry if the restaurant menu was not extensive enough for your tastes, we do also have a bar menu with further dishes on. I look forward to welcoming you back to the hotel in the future. Kind regards General Manager

"Not bad"

4
Orangefarm, Lancashire, United Kingdom 27/09/2017

Upon entering the hotel grounds the building gives the impression of a well maintained establishment. The hotel reception area was very pleasant. The staff weren't the friendliest bunch. They did their jobs efficiently, no more and no less. The room was clean and tidy. Rather bizarrely the bedside lamps were unplugged when we arrived and so we had to plug them in after first figuring out why they weren't working. The door to the room was not as secure as I would have liked it to be. It was equipped with a deadbolt that was engaged from the inside. With the deadbolt in place I felt secure knowing that nobody could gain access to the room. My wife went to the car to get something and I engaged the deadbolt. When she returned she used her key card to unlock and open the door despite the deadbolt being engaged. Yes, that's right, a key card could override the deadbolt on the room door. If the key card that my wife and I had been given could do it then the hotel could most likely also do it and, more frighteningly, so could a criminal, potentially in the middle of the night. A fat lot of use that deadbolt was! The room contained everything you will need for a comfortable stay. The lighting of the room was interesting. There was no ceiling light in the main part of the room, just in the entrance part. The main part of the room was lit by the two bedside lamps and a naked fluorescent tube situated above the desk. It did a very good job of lighting the room but I just found it a little unusual. Another peculiarity in the room was the thermostat control poking out of the wallpaper above the bed. The fire alarm was inside the room. Let's just say that if the alarm goes off you're definitely going to hear it! The bathroom was excellent with containers of high quality body wash and shampoo. It was nicely lit with plenty of mirrors. The towel rail is heated so you always have a warm towel after your bath or shower. The hotel grounds are very pleasant and there is plenty of free parking.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased you enjoyed your stay at the hotel and I thank you for a very informative review. I would like to confirm the hotel is currently undergoing a full refurbishment with all bedrooms included, this will resolve any lighting issues etc. I look forward to welcoming you back in the near future. Kind regards General Manager

"Lovely spa afternoon"

4
Heather S, Porthcawl, United Kingdom 25/09/2017

Booked a afternoon spa package for myself and mum for my birthday treat back in July, It's only down the road from me so that was a bonus. We had a treatment, light lunch and use of the facilities. Have to say it was really relaxing, we both had manicures and the girl who did them was so friendly. The swimming pool area is beautiful, it's like a starry night so relaxing. Lunch wasn't bad, choice of sandwich, baguette or pasta and you can get chips with it. Only niggle is that a drink could of been included and when I looked into it, pricing the treatment, lunch etc it seem to be much of a deal when I thought as a package you're supposed to save money? Anyway apart from that I would go again if it's for a special occasion, spent about 4 hrs there as we took advantage of the pool, sauna, steam room to get our moneys worth.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you enjoyed your spa day and really liked the pool area with the starry night ceiling. We look forward to welcoming you in the future. Kind regards General Manager

"Stayed for 7 days for my daughters wedding"

4
User 22/09/2017

We were in Wales because my daughter was getting married at the nearby Ogmore Castle. My daughter was getting ready for her wedding at the hotel and then staying for a couple of nights afterwards. Many of the wedding guests stayed the night of the wedding and my daughter arranged a special deal for those nights. The venue was a very popular choice to hold weddings at - with at least 2 weddings a day held there over the bank holiday weekend. His made it a very busy place. The breakfast each morning was well done. The bar food which we had most nights also had a good selection/menu. The pool/spa area I felt needed updating it felt dated. Some parts of the motel were very standard - my son and and nephew had a terrible room the second night they were there. Our room was comfortable enough and looked into a nice garden courtyard. My daughter had one of the bridal suites for her and her bridesmaids to get ready in. It was a large enough suite but not so modern and a little dated especially the bathroom - but being in the ground floor which opened into the garden court yard made it very convenient for the photographer to start taking photos of the girls. Overall our stay at the Heronstone was very comfortable and all the staff very helpful and friendly.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am happy to read you enjoyed your stay in the lead up to your daughters wedding and the days following. I will pass your kind comments onto the team who will be pleased. We look forward to welcoming you back in the future. Kind regards General Manager

"Enjoyed a Superior Double room - very impressed"

4
Huw R, Uckfield, United Kingdom 20/09/2017

A good sized room with plenty of space for the sofa, with patio doors onto a courtyard garden. Bathroom seems newly & completely refurbished. Excellent & tucked away from bar & wedding party room. The hotel is fairly "stretched out" which means you're unlikely to be disturbed by the various functions it hosts. Disappointed we didn't have time to explore the leisure facilities. Staff also very helpful.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased you liked your bedroom and thought our team was helpful. We look forward to welcoming you back when you may have more time to explore the leisure facilities. Kind regards General Manager

"Lovely and welcoming"

5
kylielgreenslade, Bridgend, United Kingdom 19/09/2017

Would recommend a stay here at best western heronston hotel. Staff are friendly and kind and cannot do enough for you! If you want a warm welcome, comfortable and remarkable stay then go here. The rooms are extremely clean and the breakfast has so much choice and is beautiful. Spa is a must!!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for you kind review, I am pleased to read you enjoyed your stay and all the team gave you a warm welcome. I will pass on your kind comments to the team who will be thrilled. Kind regards General Manager

"A disaster!"

1
Solperros, Chandler, AZ 16/09/2017

We had booked a room at the Heronston several months before traveling to Wales. We booked through the Best Western web site and reserved one of only 2 suites in the hotel. We followed up our reservation by attempting to contact the hotel directly through their published email address with specific questions. After 3 attempts with no response we went to the Tripadvisor forum to see if they were still in business and if other guests could help. To our surprise the hotel promptly responded through the forum. From there we communicated directly with reception to verify that we had indeed reserved a suite and that the suites had air conditioning. The answer to both questions was yes. Upon arrival, we walked into complete chaos. The entry, reception area restaurant and grounds were filled with screaming children with no effort to control the situation for other guests. We were told our room was not available and had been given to someone else. And additionally, none of the other rooms had air conditioning. We showed the desk clerk our emails from them confirming the room type, it made no difference. The room we were offered was a pathetic, dingy trammel, certainly not the suite we had guaranteed. The air conditioning issue was not merely a temperature issue but a concern about breathing and being able to sleep which is why it was so important to us. We were forced to locate another hotel 15 miles away in Swansea at greater expense. The desk clerk told us "well sometimes this happens when we have wedding parties", implying our room was simply handed off to someone else. We left our mobile number as we were told the manager would call, no one did. For the value and quality of the room, as well as the peace and quiet you can do much better than here! Certainly do not expect this hotel to honor your booking, to follow up on their commitments or even call you back.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, however, I am the only person who can access the Trip Adviser forum and have not been in correspondence with yourself. Please can you confirm your paperwork and forward to me directly at the hotel so I can look into this further. Many thanks General Manager

"Very disappointed "

2
kevinfearn, Cannock, United Kingdom 16/09/2017

Where do I start, this is a lovely hotel let down by poor service, this was supposed to be our best hotel of our week in South Wales, it was supposed to be a free night from my Best western points, we was paying for a breakfast and a dinner, the room was an upgraded one (in the quiet area) it was very nice, so we thought, we went down for dinner, we had a starters which was lovely then we waited for our mains, the people opposite us also waited for there's to, so there's came out first put on the table in front of them, and sat there for a while why they waited for the waiter came out again they disgust what they had been given , then they took the good away which very much like what we ordered, the there's came put the ours came out a little cold? Then we went back to the nice room and rested then went to sleep, we was woken up at 1.00 am ish to an noise which was unbelievable the rain out side was coming off the roof and falling on the window cill and we could just not get any sleep we stud it for half an hr then I got dressed and went to see reception the night porter came down and Hurd the noice for him self but said there was no clean rooms for us to move to, so we had to put up with it until the rain stopped at 3 am ish, so we was completely knackered I did record it and showed it to the reception the next morning but did not seem much bothered, we got our bill we was charged £20.00 for having a free room, I was distracted by that and paid, she said she would look into it later, then I got back to the car a looked at the bill again and realised I was charged twice for dinner and went back to reception again and asked her why she said she would look into it later and assured me it would be credited back, we will wait and see? So overall not great

"Comfortable stay"

4
User 12/09/2017

We have stayed here several times but not recently so it was nice to see some changes. Flat screen TVs in the rooms, free wfi. Loads of parking Very reasonable, good standard of breakfast. Use of pool and leisure facilities. Couldn't fault it. Will stay again.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind reviews, I am pleased to read you have seen some updates in our hotel since your last stay and enjoyed your time with us. We look forward to welcoming you back in the future. Kind regards Carolyn

"My stay at the Heronston Hotel and Spa"

4
Lyndon M, Sheffield, United Kingdom 11/09/2017

I worried a little when I first saw the exterior of the Hotel, but it has been updated inside very nicely. Food is excellent, staff very helpful. My Granddaughter especially loved the swimming pool. The leisure / spa facilities are very good. Would definitely stay again.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your stay and thought the food was excellent. We look forward to welcoming you and your granddaughter to the hotel in the future. Kind regards General Manager

"One night stay."

5
Jaypgee, Salisbury, United Kingdom 10/09/2017

Stayed one night in this hotel. Lovely inside, clean, nicely furnished and in a quiet location. The hotel was very busy with two wedding parties so there was no porter available to transport luggage to the bedroom but lifts were available. I was booked as sole occupancy but given a beautiful, very spacious double room. with comfortable bed and pillows, leather settee and chair, hair drier and tea/coffee making facilities. Bathroom was clean and spacious with shower over bath and complimentary toiletries. The dining room wasn't overly large and I found it too warm but the food was delicious and beautifully served. The staff were friendly and helpful. There was a bar and Spa facilities but I didn't use either Very nice , would definitely stay again.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your stay and found your meal to be delicious. I will pass your kind words onto the team who will be thrilled. We look forward to your return visit. Kind regards General Manager

"Good rooms but slow restaurant service"

3
NI3-279, Bangalore 07/09/2017

2016 was good stay at Heronston and hence i was booked again for August 2017 on office trip. Rooms are big enough with sofa but are showing the age..might need renovation in near future. biggest letdown was from restaurant ....i stayed almost for 2 weeks and except one lucky day...all remaining days breakfast buffet was only available on 7.15 am even though the timing starts from 7.00 am...If you wish to go to office early then you might be disappointed....big thanks to the reception staff for answering all my queries and also storing my case during my weekend visit to London...i collected it back in the following week's stay...overall good stay but will hope for improvements in service..

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you enjoyed your return stay. Breakfast on most occasion mid week is cooked and served to order, however if the numbers of guests in house is very high we move over to a buffet breakfast, we tend to but this out once guests have started to arrive in the restaurant to ensure it is as fresh as possible, I am sorry if his did take time. If you require a prompt breakfast or an earlier breakfast, please let us know and we can ensure this happens on your next visit. We look forward to welcoming you back in the near future. Kind regards General Manager

"One night at Bridgend"

4
Mark L, Stratford-upon-Avon, United Kingdom 06/09/2017

Nice hotel with very friendly staff and plenty of parking. The room was ok with a decent size bed, new look bathroom, wardrobe, iron, hair dryer and ironing board. Good for business travellers. I didn't used the spa, but it looked fairly popular when I checked in. Breakfast was heathy and fresh. Good place for a stopover

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you enjoyed your stay and thought it was a good place for business traveller. We look forward to welcoming you back in the future Kind regards General Manager

"Ideal for a short break"

3
joannie448, Gloucestershire, United Kingdom 03/09/2017

We booked a King Superior Room on the ground floor which had received a refurb - quiet location, all clean and tidy, spacious with tea making facilities, toiletries, bath with overhead shower. Buffet breakfast was good. Unfortunately we didn't have time to use the pool or the gym so are unable to comment.

"Grim ..... Very Grim .... Needs to be Demolished"

1
Tom B, Boston, Massachusetts 31/08/2017

Hallways, Rooms everywhere has a musty smell of age, delapidation and is crying out to be demolished. Bed is like a cross between laying on a slab of granite and a bag of stones. The mattress is completly shot. Pokey hallways that are a maze to navigate, tell your child to go find the gym and come back...... thats the last you'll see if them..... they'll be lost to the series of corridors and add ons that hotel seems to be made from. As for the "gym"...... you are having a laugh.. Some of the equipment needs to be skipped as it is not properly maintained. Theres a swimming pool and sauna apparantly, i didnt bother, i was disheartened by the gym...... Walking from the gym i eyed up the food others was eating..... i promptly showered and left to go to another place i researched on here. Staff are great, but thats about it. Owners need to realise that this place is rundown. Don't know how Best Western let them be part of the franchise. Not up to par, sorry.

"No real complaints but....."

4
User 31/08/2017

Not the first stay here and on both occasions its been pretty good for 3 stars. We had a free upgrade to a `superior` room which was very nice. Minor details are important such as the toilet seat was loose. The leisure center has a larger than usual pool but the sauna was out of action and was for the day we were there. It was annoying to get to the changing room only to find the lockers didn't take the new pound coin, a simple note at reception advising guests of this would have avoided the treck back to reception and a Que to ask for an old coin. Once in we found the sauna not working and no cups for the water dispenser. All minor issues but in my book its attention to detail that can make the difference. Our evening meal was top rate and worth every penny, even a birthday card and box of chocs for the other half even though we didn't exactly shout out it was her birthday. Now that IS attention to detail!

"Spa day/night"

5
User 29/08/2017

Great hotel! Clean and well maintained rooms with friendly staff in all departments Lovely evening meal although we had a slight confusion over the cost due to the prices in reception being different to what's on the menus in the restaurant. (All meals charged to the room/Only available option). The spa facilities were very relaxing except for the pool at one point due to children racing from end to end. (Not what i was expectibg if im honest). However, the massage the next morning left me leaving very relaxed. Will definitely be visiting again - Just wish there was a childrens pool and adults only pool for a more relaxing experience.

"Party Night"

5
Julia C, Barry, United Kingdom 27/08/2017

I had the Kingfisher suite for my 70th Birthday bash. It is a lovely room with chandeliers it's own bar and nice toilets. The buffet was extremely tasty. The staff were helpful and I got everything I asked for. Overall a little expensive but a very nice venue. The rooms are good and getting better as the upgrades are continuing all the time, the price of the rooms is very reasonable and if you can get an offer the prices can be amazing.

"A Training Venue"

2
Somefella003, Pembrokeshire, United Kingdom 23/08/2017

I've delivered business workshops at the venue a few times over the years. Airless room and seem to always be cutting trees down when I'm there so have to close all the windows. Twice in a row so far! Late with the refreshments, no water glasses. Just frustrating as unnecessary.

"Didn't get what we paid for - read the small print."

1
Tim P, Derby 21/08/2017

To set the scene, we stay in a lot of hotels around the UK; we use them as a bed only, rarely anything else. However, on booking.com, this hotel offered a breakfast and a relaxing spa (look at the pictures, it REALLY is that beautiful in there). So I was happy to pay more - for me £94 for two of us is a lot but breakfast and a spa - worth the extra, so I thought. Sorry if that makes me tight.... Secondly, I'm not angel and have seen a bit of life and I know how to have a good time, often involving a lot of alcohol and swearing. But there is a time and a place. After a long wait to book in (five minutes, without so much as a smile from the girl on the phone) we hit the spa. There were 8 or so rowdy, drunken 30 year old women, pouring from cans and bottles into the plastic cups provided for the water fountain. It was like a scene from your local pool on a Saturday afternoon in the 1970's. Mayhem. I didn't have it in me to get dressed again and go to reception, so we put up with it and left. The sign says "this facility is unsupervised" but I don't think the two families with little children were too impressed either. Awful. Is there not even CCTV in there?! I'm one of those gentle souls who would rather not complain - what am I going to do? Walk down to the pool, point them out and then have 8 drunken women on my case at breakfast? No - it shouldn't be allowed to happen. That behaviour belongs in the pub, where I'd be happy to join and outdo them all. The next morning, we had our 'included in the price' breakfast and were then told we had to pay for it. Sorry, disagree. It specifically said when we booked that it was included. Not according to the hotel or booking.com. Live and learn.

"Great value"

5
Sparky0191, Essex 17/08/2017

2 night stay on business. Nice welcome on arrival. Large room on ground floor overlooking garden. Clean and bright and everything worked. Pool/sauna/steam room all excellent. Breakfast was also good - hot food freshly prepared. Poached eggs were perfect. Evening meal was rather bland but acceptable. Fantastic value for money - the quality of the hotel far out weighs the price paid. I would have no hesitation in staying again. Recommended

"Good Hotel"

4
29_Sussex_Traveller, Eastbourne, United Kingdom 14/08/2017

Arrived with 2 kids and associated luggage. Given wrong room number. Traipsed for about 10 minutes to and from the wrong room, just to have to go back in the same direction. Good facilities. Nice bar, posh restaurant and great swimming pool. However, it appears "members" of the health club are less than welcoming when you get into their swimming pool with well-behaved kids who are better swimmers than they are. I do sympathise, but when we're clearly trying to keep out of the way the tuts-and-moans aren't necessary, hence the reason I felt the need to mention it. Good parking, good breakfast and great location if you need to be in this area. Bar food prices are high, but appreciate this is typical for hotels, so nothing out of the ordinary. Definitely recommended and we'll certainly be staying again and again.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your stay and thought the facilities are good. I have noted your comments concerning your pool and members. We look forward to your return visit and thank you for your recommendation. Kind regards General manager

"Service"

5
S8829YEandrewb, BOGNOR REGIS, United Kingdom 09/08/2017

great weekend stay, the facilities, pool, sauna etc. are excellent and the food in the restaurant is superb (and not expensive) staff are brilliant and attentive, if anything is wrong tell them and its sorted only 15 minutes walk from the station and town well worth a visit

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your stay. I will pass on your kind comments to the team. We look forward to welcoming you back in the near future. Kind regards General Manager

"AJ Scott Birmingham "

5
AJ S, Birmingham, United Kingdom 09/08/2017

Fabulous fantastic fresh friendly. Staff great. Very professional. Food excellent. Mouth watering. Room massive clean fresh and inviting. Shame only stayed one night as wanted to try out the pool. Keep doing what you're doing.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your stay and wished you were staying longer. I will pass on your kind comments to the team who will be thrilled. We look forward to your return visit in the near future. Kind regards General Manager

"Excellant Value Hotel"

4
suea437, Perth, Australia 08/08/2017

We had trouble booking online with this hotel so rang them direct and found a great 2 night deal for a superior room with breakfast. Would have ideally liked the deal for three nights but they were unable to do this at the same nightly price. Room was fantastic and if I were to be critical, started to look a very tiny bit dated but very comfortable, bed and bathroom lovely. Stayed in the bar for dinner - would have liked to sit outside but full of smokers as this is the only smoking area next to bar. Pool was lovely with sauna and steam room. Didn't use gym but looked functional. Staff lovely. Breakfast was lovely - buffet style but you could order extras freshly cooked - eggs any way, omelettes, pancakes, waffles etc. Very good value as found price comparable to Premier Inn but standard a lot better.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am happy to read you had an enjoyable stay and thought the hotel was value for money. I will pass on your kind comments to the team who will be very pleased. I have the pleasure to inform you the hotel is currently under a refurbishment plan which involve all areas and will include plans for designated smoking areas also. We look forward to welcoming you back in the future. Kind regards General Manager

"Wedding night "

4
User 07/08/2017

Stayed here on our wedding night, we just paid for a basic room but my sister phoned up and told them it was our wedding and they gave us a free upgrade so had a lovely room with four poster bed. Pool and spa is lovely and breakfast was lovely, lovely staff!

"Great overnight stay"

5
AReid2013, Blackpool, United Kingdom 05/08/2017

After reviewing online, I decided to book a superior room which worked out only slightly more expensive. From arrival to departure all was grand. The pool was colourful and clean and we even tried a steam room which we enjoyed very much. Food was amazing and one of the best breakfasts we have ever had in a hotel. Bar prices were reasonable also and the staff couldn't do any more for you!

"A lot of good features but some disappointment"

3
Ian P, Swaffham, United Kingdom 01/08/2017

This 'modern' style hotel is showing signs of deterioration and needs an upgrade/refurbishment. BUT there are plenty of positives. On arrival, the room needed some minor maintenance and this was attended to quickly and efficiently. The bedroom is quite attractive but there are better beds in some well known chain outlets. Strong wifi and comfortable seating were appreciated. The bar is a disappointment to a 'real' ale drinker having no 'real' on draught and not even a selection of bottled 'real' ales to offer, but attractive wines were good value. The bar menu reads well and meals looked reasonable but space is restricted, but a visit to the main restaurant was rather disappointing - menu reads well albeit, limited, but the presentation and quality was satisfactory but not special. The staff are attentive and very helpful.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for taking the time to write a review, I am happy to read your thought the staff were attentive and helpful. I am sorry we were unable to exceed your expectations in some areas and will take the points you have made on board. All guest feedback is used in a positive way to improve service and standards. We look forward to welcoming you back in the future. Kind regards General Manager

"Will not be staying again"

2
User 26/07/2017

I'm really struggling to think of any positives for this hotel. The reason I gave it 2 starts instead of 1 was because the staff were friendly. The hotel itself was really dated. The room smelt musty and old, which is not appealing. The internet connection is very weak (staying here for business was difficult). The gym was old and dated, and the air con didn't work (when I stayed at the hotel it was a very warm day, and with no air con in the gym it was like working out in a sauna - i'm not over exaggerating). I was really disappointed as the only reason I booked this hotel was because it had a gym, and I could only use it for 10 minutes before I was on the verge of passing out. All in all the hotel is in dire need of updating. I stay in hundreds of hotels in the UK due to business travel and this hotel is by far the worst I have ever stayed in (not just in the UK either).

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry to read you did not fully enjoy your stay. I can see from your review you thought the hotel is dated, I have pleasure to confirm the hotel is being fully refurbished currently so hopefully be your next stay we will have completed and will have a new gym as well as bedrooms etc. I hope you will stay with us on your next visit to the area. Kind regards General manager

"Our anniversary "

5
User 25/07/2017

We stayed here now for the second time to celebrate our anniversary. We had a amazing time the room was out standing and staff were very helpful and will definitely be spending our next anniversary here Thank you so much x

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Firstly let me congratulate you for your anniversary and thank you for taking the time to write a review. I am please to read you thought your stay was amazing and will be spending your next anniversary with us also. We look forward to welcoming you back. Kind regards General Manager

"Wedding"

5
User 24/07/2017

I would highly recommend. I had my wedding there on the weekend and thanks to mark and all the staff i had special day the food was fab and nothing was to muh for then. Leading up i had a stressful week due to everything going wrong but as soon as mark took control everything went perfect and i could relax and enjoy. Would definatly visit again

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am really happy that you enjoyed your wedding at the hotel. Mark will be thrilled with your comments. We look forward to welcoming you back in the future. Kind regards General Manager

"Amazing hotel"

5
User 23/07/2017

This is our 2nd visit to this hotel and we love it! The staff are Amazing, so friendly, helpful and they all go out of their way for you. We always stay in the superior rooms, which are clean, spacious and well equip. The spa is lovely and clean too. We have a spa treatment each and again the spa staff well amazing. The facial was superb as was the Indian head massage!! The food was amazing, not a bad word about this hotel at all. Well worth the stay and we will defo be going again!!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for taking the time to write a review, I am happy to read you enjoyed all aspects of your stay. I will pass your kind comments onto the team who will be really pleased. We look forward to welcoming you back in the future. Kind regards General Manager

"Nice hotel just a little tired"

4
User 16/07/2017

Stayed here for a concert at the Millenium Stadium and great as 25 mins on the train 20 mins walk to station and plenty of taxis when we got back. Ate in the bar and food was very good, room was nice but just a little tired. Breakfast was a little chaotic with food running out and not enough room for some guests. Pool was great with jacuzzi and would stay again especially with the prices being charged in Cardiff !!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your stay, bar meal and our pool area. I am sorry to read that breakfast was very busy during your stay. We will look forward to welcoming you back in the future to maybe another concert in the area. Kind regards General Manager

"Just what we needed!!!!!!"

5
User 12/07/2017

I just thought that I would write a quick review about our recent stay and we had a really lovely time. It was a deal through Wowcher for 2 and we paid £119 for an overnight stay, with a course dinner, choice of spa treatment and breakfast included. For that price I would do it again. Such good value for money and we had an amazing time too. The hotel was modern, clean and the staff were friendly too. Nothing was too much trouble. I think we changed the meal times twice and we were also late for breakfast but they managed to squeeze us in, JUST! Lol The breakfast was lovely and the evening meal was even better. The spa area was bliss and the massage was very relaxing. We got a lot covered in a 24 hour window too. We went to Porthcawl fun fair, Bridgend town for cocktails, Merthyr Mawr sand dunes and Southerndown beach as all were really close to the hotel. All in all, if you just want to get away from it all then I highly recommend this hotel. The Wowcher deal is still at this present time and we are contemplating rebooking.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for taking the time to write a review, I am pleased to read you had such a lovely time at the hotel and managed to make the very most of the area as well. We look forward to welcoming you back for another fun packed break in the future. Kind regards General Manager

"Friendly staff and very clean"

5
User 10/07/2017

All I always ask from a hotel is cleanliness and friendly staff and they more than delivered! From the chambermaids to the receptionist all the staff smiled and made us feel welcome. The food here is lovely and the pool facilities were welcomed by us as well as a cheeky massage! Staff were very helpful and accommodating for us as we had a baby with us, from warming his food for us to supplying a comfy travel cot! We will be staying here again!!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am please to read our staff were friendly and you found the hotel to be clean. I will pass your comments onto the team who will be thrilled. We look forward to welcoming you and your family back in the future. Kind regards General Manager

"Great value for money!"

4
User 10/07/2017

We booked a family room for 2 adults and our 4 and 5 yr old. We ended up with a huge 'suite' with an entrance hall, two big bedrooms and a big bathroom which we were really pleased with! However the accommodation block we were in was definitely in need of renovation - old, dirty carpets, very small double bed, dated furnishings. The hotel facilities were great - we used the pool, steam room and sauna and all are a good standard. Breakfast was good - the cold buffet was a bit limited, not much fresh fruit. You can request hot food to be cooked to order which was good and came out really quickly. Overall we thought the hotel and facilities were great value for money.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your stay and thought the hotel was great value for money. Our standard rooms are currently being refurbished and this area of the hotel is part of the same refurbishment plan, so on your next visit, we will have hopefully completed these sections and the hotel will be a lovely surprise for you. I am please you thought the facilities were great and enjoyed our pool area. We look forward to welcoming you back in the near future. Kind regards General Manager

"Fantastic find-Spa break for a bargain price!"

5
fairy_whiskers, Exeter, United Kingdom 06/07/2017

Visited last weekend with my friend for a girls weekend away and were not disappointed. The price for use of the spa, a 30 min treatment, evening meal, breakfast and overnight stay was a real bargain- so when booking did think it seemed too good to be true. However, on arrival we were delighted to see a nice hotel, with welcoming staff, a lovely spa and good food! Our room was very big with a double and single bed and the bathroom was nice and clean. The spa was lovely and decorated beautifully, we used the steam room, sauna, pool and jacuzzi. Topped off with a neck,back and shoulder massage which was nice. The hotel bar was decorated nicely and we decided to stay there for the evening rather than venture elsewhere. There was a large wedding on, so plenty to watch! My only complaint would be the lack of toiletries in the room. We had a massage soap and some shampoo. It would have been good to have also had some shower and bath gel and a hand soap as well as standard. Although they were available at reception for free when asked, it was too late the first time I got in the shower! Would definitely recommend and hope to visit agan.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you had an enjoyable stay and would definitely recommend us. We look forward to welcoming you back for another relaxing spa break in the near future. Kind regards General Manager

"Excellent"

5
hufflepuff2015, Exmoor National Park, United Kingdom 28/06/2017

Because of an over-booking at my regular hotel I found myself rebooked in the Heronston and what a nice surprise. This hotel was great, the room was big and the bed so comfortable. Room was clean and fresh and there was the added advantage of a patio door. The breakfast was well presented with everything you need and the cooked breakfast was fresh served by pleasant staff, so much nicer than self service. I did not use the spa and pool that looked very inviting, but I will come equipped next time to enjoy. I would recommend this hotel and will certainly look forward to my next visit.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased you enjoyed your stay, so much so that you are looking to return. We look forward to welcoming you back in the near future. Kind regards General Manager

"Really good stay"

5
jrmurphy2016, Gloucestershire, United Kingdom 28/06/2017

Stayed one night, staff very welcoming, our room was first class, loved the dog beds and dog bowls for our dogs. The pool and jacuzzi was wonderful. The breakfast was great. No complaints at all. Can't wait to return.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you and your dogs enjoyed your stay. We look forward to welcoming you back in the near future. Kind regards General Manager

"Lovely Spa, reasonably priced hotel, dog friendly"

5
Laura B, Gosport, United Kingdom 28/06/2017

This was everything we were looking for in a hotel for a short break...use of their swimming pool and spa facilities are included in the stay, and we were very happy that they have some dog-friendly rooms so we could bring our pooch with us. It was very reasonably priced for the stay. The food in the bar was also very nice, if a little overpriced but then it is a hotel.The spa has a lovely night-time feel to it with dimmed lights and stars overhead, also very forgiving if you are a little self-conscious! Would definitely come again, thank you for a lovely stay.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed the whole of your stay and would definitely come again. We look forward to welcoming you and your pooch back in the future. Kind regards General manager

"Hen Party Weekend Second to None"

5
User 27/06/2017

My husband and I are regular guests at the Heronston due to the beautiful spa so it was first choice when it came to arranging my daughter's hen do. I have never organised anything like this before, and I was obviously a little concerned whether it would all go to plan as I was unsure of how much I could leave to the hotel to arrange and how well we would be looked after even though Meryl who deals with group bookings was always very reassuring during the organising. I quickly realised that I needn't have worried at all, as she had it all under control! I have found Meryl's level of service and accommodation of our requests second to none, and a huge bonus is we were given our own small function room which really made the weekend. It meant we could play my daughter's favourite music all evening and not worry about disturbing other guests with any games we played. My daughter was also really pleased that she had a complimentary room upgrade and she really felt like a princess all weekend! She was completely overwhelmed by everything as we had kept a few things as a surprise. She said she could not have wished for a better hen do! I received compliments from all the party throughout the weekend on several occasions as to the attention and excellent service of all the staff who helped make our weekend so special by looking after us so well. In particular to the accommodation of our requests for the special dietary needs of some of the guests, and the extra water and early serving of teas and coffees, arrangement of the tables, etc - we really felt nothing was too much trouble for anyone. We will certainly be visiting the Heronston again soon and have already recommended them to others for their functions. Regarding the rooms, the standard rooms are lovely and comfortable and fairly spacious. However it is well worth paying a small upgrade for the superior rooms. They are beautiful and extremely spacious and make a special stay extra special. The spa is so beautiful and relaxing, gorgeous atmosphere, it feels magical. However it does sometimes get busy with children at weekends. But we have often been in there on our own or with just 1 or 2 others and it really is out of this world. Breakfast is generally continental buffet with cooked breakfasts to order. At busier times they have a cooked buffet too. Lovely coffee and they will serve cream with it if you ask.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, thank you for your kind review, I am very pleased to read your daughter enjoyed her hen weekend. I will pass your comments onto Meryl and the rest of the team who will be thrilled. I am glad you enjoy the spa and think its magical, we look forward to welcoming you and the members of your party back in future. Kind regards General Manager

"stayed three nights"

4
charlesclarke43, Bridgend, United Kingdom 25/06/2017

Stayed three nights nice hotel easy check in,breakfast Tues and Wed good.However Thursday breakfast changed to a buffet,not nice at all very little choice,would make sure we do not have the buffet breakfast again.The large carpark could really do with a good clean up,would suggest a sweep up from one end to the other,rooms are clean service from the staff good.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for yo0ur kind review, I am pleased you enjoyed your stay overall. I am sorry to read you did not enjoy the buffet style breakfast on the Thursday morning and we will bare this in mind for future. Kind regards General Manager

"Ok For 1 Night"

3
Broonaldo, Edinburgh, United Kingdom 17/06/2017

Booked this hotel last minute. Check in was ok. Didn't get asked /offered the same as the previous guest checking in. Different person. Room was big and clean. The bed wasn't the best. I guess I was in a non refurbished room as the bathroom looked s bit tired although was clean. Wifi in room did not work. Tried Ipad and iPhone. Reception suggested turning devices on and off but that didn't work. Went to var for a drink and meal and wifi worked. When I got back to the room it didn't work again, so definitely no coverage in my room. I did hear others ask st reception too about the wifi. Meal in the bar was ok. Check out very smooth. Good onsite parking.

"65th Birthday celebration and treat"

5
brittonjason, Kidwelly, United Kingdom 13/06/2017

This was a planned birthday celebration weekend, for the four of us, we booked by using a voucher deal which appeared to be good value, and on check out, my overall opinion of this hotel and staff was excellent. Special mentions should go to the lovely lady on the reception who was professional and most helpful from the offset, then Jess in the Spa, who performed a lovely facial for me, and other treatments for my family, and then the Restaurant and bar staff who were helpful and obliging throughout. The communal area's are decorated nicely, including the bar and restaurant. There are some area's that need some attention, but after all this is a three start hotel. The food was very good given it's value, and spa and pool facilities as described. We were also very impressed with our lovely room which had everything and was very clean. I would definitely recommend this hotel and will definitely be visiting it again, even just for a spa treatment. Thank you to all staff involved.

"Lovely stay, but the evening meal let it down."

4
alma1232017, Vale of Glamorgan, United Kingdom 09/06/2017

Myself and 5 friends stayed here overnight in May. The facilities were great, staff were very helpful and the room was lovely. The only thing that let it down was the evening meal. I was very disappointed. We were debating whether to go out for food that night, but decided to give the hotel a try. I wish we'd have gone elsewhere.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review. We are pleased that you liked our facilities and your room and your kind comments will be passed to the staff. We are sorry that you did not enjoy your evening meal though and your comments have been passed to our Head Chef. We do hope you will consider staying with us again so that we have the opportunity to provide you with a better experience in our restaurant. Kind Regards General Manager

"Best wedding ever"

5
Blindmaninbarbados, Bridgend, United Kingdom 05/06/2017

We booked the hotel for my daughters wedding on Saturday May 27th 2017 A wonderful day was had by all mainly thanks to the help and professionalism of Mark and his team on the day Everything was so well organised and the Day and evening went seamlessly We were all able to enjoy the whole experience from start to finish knowing Mark was taking care of everything The over all cost was very reasonable and would recommend anyone to have their wedding here. There were 100 guests in the day and another 50 in the evening , some of who stayed overnight. Thanks very much It was the Best day ever at the Best western Heronstone hotel.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you very much for your review and your kind words which will be passed to Mark and all the staff. We are so pleased that you chose our hotel for your daughter's wedding and that everyone enjoyed the day so much. We are delighted that you had the best day ever!! Kind Regards General Manager

"best western ive been in"

4
iandebdavies, pewsey 04/06/2017

This is the best western hotel I've stayed over the years . Not always gone with this hotel group . But Heronston shone over my doubts. Room was clean and tidy , good large room with plenty of plugs for charging etc. There was a nice desk area for work , that I used . Bathroom was clean and well supported in magnifying mirror , shaving Points etc. I had room service , what was very good ,food was of good value and good quality. Swimming pool was clean and tidy , with nice stream room and sauna . Nice to have a swim after a long day at work . Would look at staying here again when staying over in sunny wales.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review and your kind comments. We are pleased that you liked your bedroom and bathroom and you enjoyed your room service meal. We are also pleased that you liked our leisure facilities. We look forward to welcoming you back to the hotel. Kind Regards General Manager

"Pleasant two night stay for a wedding"

4
bearz1066, London, United Kingdom 29/05/2017

Enjoyed a two night stay in this hotel while in the area for a wedding.Staff were friendly and helpful. Room was spacious with a good bathroom. Rooms could do with air conditioning however. Lovely spa and pool. Great breakfast.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for taking the time to write a review, I am pleased to read you had an enjoyable stay, you especially liked the spa and thought our breakfast was great also. I will pass your kind comments onto the team and would like to inform you that during the refurbishment every room will receive air conditioning. Look forward to welcoming you back in the near future. Kind regards General Manager

"Hotel with everything you need."

5
Vicki E, Bristol, United Kingdom 28/05/2017

Stayed here last week for one night whilst in Bridgend for work. On arrival, I checked in and receptionist was very welcoming friendly and informative telling me everything I needed to know for my stay. My room was large, very clean and very comfortable . I had everything I needed for my stay including an iron and ironing board in the wardrobe. I visited the spa which after a week long course and an exam the next day was just the relaxing environment I needed. The mood lit pool and jacuzzi were ideal after coming out of the sauna or steam room. Very good lay out and very relaxing. I spent the evening out on the nice little terrace a joined to the bar and then later ate in the bar. The bar was competitively priced for drinks and food. The menu was extensive and catered for all tastes. Food was lovley and good value for money. Nice relaxing atmosphere with friendly and helpful bar staff. At Breakfast there was wide range of choice in both the continental and cooked range. Coffee was delicious. My stay here was excellent, I had everything I needed, wanted and could ask for no more. Thank you for a lovely stay

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for taking the time to write a review, I am pleased to read you enjoyed your stay and found it relaxing after your course and exam. We look forward to welcoming you back in the future. Kind regards General Manager

"Ewenny bar and grill nice setting and modern bar"

4
User 26/05/2017

This was a lunchtime visit and there was a good meu choice. I ordered Thai green chicken curry which came with coconut rice. The presentation was good and cooked just right , tasted delicious and good value at £9.95 . The service was good and friendly. We ordered a bottle of the Spanish house white wine which complimented the meal well.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your meal and the service was good. We look forward to welcoming you back in the future. Kind regards General Manager

"Rating based on Great Value"

4
vonireland, Cambridge, United Kingdom 25/05/2017

We stayed here during a recent golf tour to South Wales. We got a great price for dinner, bed and breakfast and really have no complaints. Meryl looked after the booking and was extremely proficient. The rooms were clean and recently decorated and the shower worked very well. The reception staff were friendly (although the bell at the front desk was often required to get someone out) and seemed to know what they were doing. The food was OK but at the price absolutely no complaints (well, maybe better sausages for breakfast). The bar was well stocked, except for decent draught beer, but I expect that is due to throughput. The spa was surprisingly nice - full marks there. Plenty of parking and a ten/fifteen minute walk into Bridgend Completely met our needs.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for taking the time to write a review, I am pleased to read you enjoyed your stay. I will pass your kind comments onto Meryl. We look forward to welcoming you and your golf party back in the future, to play some more of the great golf courses available in the area. Kind regards General Manager

"Hot hot hot"

2
HeatherJones, Swansea, United Kingdom 21/05/2017

Hey guys We stayed in your hotel 19th - 21st May. The staff were fab really helpful. The Friday night we had room service, the burger was great. The room was nice and clean, plenty of space and everything we needed was provided. My only bone to pick was the temperature. We stayed in room 31 and my gosh it was hot. It's not as if it was that warm outside but the room was on fire. On the first night I was burning up to the point of having to call reception for someone to bring me another fan. My partner and I both struggled big time with how hot it was, this was after having two fans on full blast. It's not very nice sleeping with two fans in your face but it was necessary. So I'm sorry to say we had two pretty uncomfortable boiling hot nights. On Saturday we had a wedding to attend and it was really quite horrible and stressful trying to get dressed and ready in such hot circumstances. That's my only compliant. If the temp was cooler I wouldn't have anything negative to say. I fully intended on mentioning this complaint to the staff this morning when we checked out but you had a wedding on and the staff seemed really busy so I didn't want to bother them with a complaint. The staff were great and the boy who brought my spare fan said it was always uncomfortably warm! I would be put off rebooking only because we had two very restless nights. Thanks anyway!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you enjoyed all aspects of your stay except the room temperature. I apologise if this temperature was to warm for you and you needed an additional fan, I can confirm that in our refurbishment plans all rooms will be fitted with air conditioning and this will immediately solve this issue. I hope you will give us the opporuntiy to serve you in the future in one of our newly refurbished rooms. Kind regards General Manger

"Appalling"

2
User 21/05/2017

Booked a spa, bed, breakfast & evening meal break in April for 4 friends ready for May. No confirmation received so we phoned back two weeks later to query this. Receptionist confirmed dates 20th May with spa treatments for Sunday 21st -without being prompted. On Saturday 20th the hotel phoned to ask why we hadn't shown up the previous night. Now why would they bother to do this after the event, they'd been paid in full at the time of booking spot would make no difference to them if we had shown up or not. We challenged their dates, but having had no written confirmation we had no proof. They were apparently fully booked on Saturday 20th so, as far as they were concerned, tough luck for us. However, they have offered a full refund... why would they do this if it was our error? We believe that there was something being held there on Saturday 20th and we were apparently an easy target for them to cancel, and that they phoned us to avoid us making a fuss seen we got there. If anyone knows of a large function they'd on that date we would be VERY interested to hear. Total incompetence and disregard for us. Thanks to them our weekend was totally ruined.

Heronston01, G