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Best Western Heronston Hotel & Spa, Bridgend

3.5/5  - basé sur 855 notations.
Ewenny Road, CF35 5AW, Bridgend, Great Britain - See map

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 center 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 on business or pleasure, there's plenty of opportunity to relax. Our leisure club and spa offers 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 are able to offer a flexible range of conference facilities and our coordinators would be delighted to help assist you in organizing your event. The Best Western Heronston Hotel & Spa is close to everything in South Wales and an ideal place to stay near Swansea. Dogs are only allowed in the Guest Rooms and Lounge area (not area with food).

Best Western

Heronston Hotel & Spa

LABEL_ITINERAIRE

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Hotel advantages

  • Restaurant
    Restaurant
  • Indoor pool
    Indoor pool
  • Cocktail lounge
    Cocktail lounge
  • Free parking
    Free parking
  • Outdoor parking
    Outdoor parking
  • 24-hour front desk
    24-hour front desk
  • Sauna
    Sauna
  • Onsite laundry
    Onsite laundry
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Guest reviews

In partnership with tripadvisor fr
based on 841 guest reviews
NOTE ISSUED
Excellent
242
Very Good
292
Average
165
Poor
80
Terrible
62
REFER TO NOTICE
Business Business
194
Couples Couples
268
Family Family
191
Friends getaway Friends getaway
127
Solo travel Solo travel
31
SUMMARY NOTES
Cleanliness
Location
Rooms
Service
Sleep Quality
Value

"beautiful hotel with efficient very friendly helpful staff"

4
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I can confirm after speaking with our systems operator that an automated email confirming the booking was sent to the email address given on the same date as the booking was made. This confirmed the bedrooms for Friday 19th May and treatments for the morning of the 20th May. I am sorry if you did not receive this email and for the error in your booking and the inconvenience caused. As discussed directly over the phone a full refund has been made. I can confirm that this error was nothing to do with any function taking place at the hotel and we would always contact 'no shows' to the hotel. I hope you will be able to arrange a nice birthday treat at a later date. Kind regards General Manager

"Incompetent booking system"

1
20/05/2017

I cannot review the hotel as I never actually got to stay there. I booked a dinner and spa break for myself and 3 friends as a birthday celebration. It was booked and paid for in full over the telephone on 10th April 2017 for Saturday 20th May. I had a long conversation with the receptionist because there was a problem booking our spa treatments for the Saturday and so agreed times for Sunday morning. 2 weeks later I had not received confirmation so rang the hotel and the receptionist confirmed the booking, giving the dates and times as I had booked. 10 minutes before we due to leave this morning the hotel rang to ask why we hadn't arrived on 19th. I explained the situation and the receptionist told me she would speak to the manager and ring back. 25 minutes later and no call so I rang back to be told sorry there were no vacancies and that was that. Birthday weekend spoiled.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I can confirm after speaking with our systems operator that an automated email confirming the booking was sent to the email address given on the same date as the booking was made. This confirmed the bedrooms for Friday 19th May and treatments for the morning of the 20th May. I am sorry if you did not receive this email and for the error in your booking and the inconvenience caused. As discussed directly over the phone a full refund has been made. I hope you will be able to arrange a nice surprise for your friend's birthday at a later date. Kind regards General Manager

"Great hotel and friendly staff"

5
17/05/2017

We stayed at this great hotel as a last minute weekend break using some of our Best Western points but paying for the second night plus a room upgrade. Throughout or stay the staff were very friendly and professional. It is great to see happy staff!

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 a good stay and thought the staff were friendly throughout. I will pass your comments onto the team. Kind regards General Manager

"Overnight stay"

4
16/05/2017

Stayed for an overnight business trip. Reception very friendly and helpful. Had end room on corridor - large room, normal Tv / coffee features etc quiet so had good night. Bar quite busy and all staff friendly, didn't try the restaurant.used the pool in the morning which was great. Overall very good and would go back 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 would look to come again. I will pass your comments onto the team. Kind regards General Manager

"comfortable"

4
03/05/2017

We had booked with expedia and the wrong dates were booked, they still managed to accommodate me even though the hotel showed no vacancy on line. The pool is very relaxing even though it is small and the steam bath was great. The room was great, bed 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 to read you enjoyed your stay and we were able to make arranges for you to stay. We look forward to welcoming you back in the near future. Kind regards General Manager

"Stunning pool brill massage"

5
28/04/2017

Robes massage sauna steam room and jacuzzi also the afternoon tea is elegant and tastes devine! The sunday dinner is presented with silver service and is very reasonably priced! I would recommend the beef dinner although all the meat is succulent and the veg is cooked to perfection even the serving staff are friendly and polite! My family and i visit oftern even though its quite far from where we live its worth the drive!

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 experience, afternoon tea and Sunday Lunch. We look forward to welcoming you back in the future. Kind regards General Manager

"A good solution"

4
28/04/2017

I have stayed here a few times when i cant get into Coed-Y-Mwstwr. The price structure is different (lower) and that is reflected in the rooms. The staff are helpful and the bedrooms comfortable. Some have been refurbished and are of a better standard than other hotels of similar price. Good conference facilities and fairly priced food. Parking can get creative as its a popular venue, which speaks for itself.

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 at the hotel, find the staff helpful and the bedroom comfortable. We would love for this hotel to become your first choice venue in Bridgend and for you to join our Best Western Rewards Scheme which means you would also benefit from the members discounted rates. Kind regards General Manager

"OGMORE BREAK"

3
27/04/2017

Stayed at this hotel in April 2017. It is a good location for Ogmore by sea if visiting. On arrival we were provided with a room in the annex of the hotel to the left and back. This is a part of the hotel that has not been renovated and it smelled of damp throughout. On speaking to the manageress we were initially informed that the hotel was fully booked but on further complaining she eventually found us a much better room in the main hotel at no extra cost so well done to the manageress. The rest of the stay was uneventful and the replacement room was quite comfortable. The pool complex is also quite good.

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 and like our pool area. I am sorry to read you were no fully happy with your original room but happy we were able to accommodate your request at the time. We look forward to welcoming you back in the future, possibly when our refurbishment has been completed. Kind regards General Manager

"Great weekend but could of been better!"

4
23/04/2017

Stayed at the heronstone hotel for 2 days/1 night spa break. The staff are all amazing and couldn't do enough for us and the food is just as good ....everything freshly cooked and tastes beautiful (particularly recommend the afternoon tea!) the spa is very pretty and extreamly relaxing partly as there's no reading material there....no magazines like in every other spa we've been to so everyone sits around the pool playing with their phones. The girls who do the treatments are again really lovely and enjoyed the treatments. We stayed in rooms 69 & 73 and these need modernisation and very tired looking......a comfortable but basic room. All in all, I would definitely go again (but take a book) as the staff and food made our break worthwhile.

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 would definitely return. We usually place magazines in our relaxation room on the first floor for spa guests to use and newspapers in the lounge area. I look forward to welcoming you back in the near future. Kind regards General Manager

"Good value"

4
23/04/2017

We stayed here for one night - 2 adults and 2 teenagers. We were on a half board deal which was very good value. We had 2 twin rooms (13 & 14) next to each other on the ground floor. Dinner was very good - pub type dishes but posher - I had chicken liver pate, chicken Kiev and bread & butter pudding. Breakfast offered plenty of choice - all self service - tea, coffee, juice, cereal, toast, Welsh cakes, muffins, yogurt, fruit, hot selection of bacon, eggs etc. and again was very good. The spa facilities were attractive and pleasant. Our rooms were slightly dated but very clean and the beds were very comfortable. The bar was functional (outside seating area rather scruffy and dirty but wonderful trees and bird song!) and the tv screen could be escaped by sitting further along the thoroughfare. All the staff were friendly and helpful. The only negatives were a door in the corridor that banged and lack of view from the rooms (car park) but for the money this hotel can't be faulted.

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, your meal and the spa. I can confirm the decking area has been updated with new balustrading and new decking boards to the bottom section. I have also asked my maintenance team to check all door closers in the corridors to ensure none of the doors are banging in future. I look forward to welcoming you back in the future. Kind regards General Manager

"Needs Improvement"

3
17/04/2017

Stayed here for 2 nights due to work commitments in the area. The reception area is inviting promising a good stay, However upon route to room and entering room is a different matter. This hotel needs money spent to bring it to a modern standard, its like time has stood still in certain areas! Passageway and bedrooms need a refurb however bathrooms in rooms appear to have been done recently. Had a great cooked breakfast each morning, it was very good. Dampness in the room I stayed in was ground floor so dont know if 1st floor rooms are better, see photos.

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 noted your comments concerning your bedroom, we are undergoing a refurbishment project as you can see your bathroom has been completed and your bedroom is due to be refurbished. I hope you will stay with us in the future, possibly in one of newly refurbished bathrooms and bedrooms next time. Kind regards General Manager

"Another great visit"

4
17/04/2017

This hotel is relaxing and comfortable and If you can get a special offer, really good value. The spa area is small but adequate and quite cute with a dark ceiling with tiny lights. It also has a steam room and sauna and Jacuzzi. There is a treatment centre that off a large range of treatments. The food is always good and well presented. The staff are very friendly and helpful

"Very Poor"

1
14/04/2017

I often stay at Best Westerns throughout the UK on business and this has to go down as one of the worse experiences ever. The rooms are dated and need a facelift. The beds are worn and very uncomfortable, it looks like the mattresses haven't been changed in years as theirs a dip in the middle, which makes sleeping very poor. Because we'd been traveling all day we decided to eat in the resturant. The main resturant looks like something out of the 80s and the menu from 70s. We decided to opt for the bar menu as it seemed to have a better choice. We both went for the beer battered fish and chips. OMG It was like an episode of Gordan Ramsey's Kicthen Nightmares. The fish was dripping with brown oil, as you pushed against the batter oil just squelched out. The chips were cold and the peas looked liked they were frozen and just microwaved. We complained and want everything back, we got a full refund for the food but we weren't even offered a refund on the two soft drinks we had for the inconvenience. We then spent the evening trying to find somewhere to eat, not something to want to do afte a hard days work. The next day as we were checkin out the receptionist asked if everything was ok with our stay I said NO but she didn't even ask me to expand on why. The only saving grace was the pool which was nice.

"Nice visit"

4
14/04/2017

Stayed for two nights and the bonus for us was the complimentary use of the leisure facilities. Definitely looking to return as its a friendly yet aged hotel. Some areas need refurbishing, yet all spotlessly clean Thank you

"Beware - Ripped off for £295"

1
13/04/2017

Beware when booking into this hotel! When asked to provide card details upon checking in I was told that no payment would be taken. However, the hotel took £295 from my account without asking, then charged me the full amount on checking out. I only found this out when checking my account upon returning home, the hotel have now refused to return the funds until after the Easter break leaving me without any cash over the holiday.

"Average "

3
12/04/2017

Stayed here on business. Having read reviews it would appear the superior double rooms are probably best. Room service not great. 40 minutes after I placed my order of poached salmon salad and nachos I received a call saying they had no salmon. 40 minutes til they realised?! Swopped for fish finger baguette which was essentially greasy in flavour and texture and completely unappetising. This is not difficult food to get right! Coleslaw urrgh. Nachos, well all I can say is apart from the shape, there was nothing 'nacho' about them. Greasy, deep fried triangles of pastry, I think, covered in solidified cheese served with tomato relish and not salsa. I know it's not a big thing but it'd surely be better to serve proper nachos and get this right rather than present this offering? Food bought to the room uncovered which isn't nice - a food cover is not too much to ask when your dinner is being walked around the hotel. Overall a so so place. Aside from the food, please please could you tell your reception team to point out the wifi code is written in the key card paper. Last time I stayed I didn't know this and looked in your information book and the wifi info is out of date. Despite my feedback then it still hasn't been updated. It's the little things that make the difference. Also who thought it would be a good idea to wire a hair dryer that sits in a drawer that has a cord so short it's near impossible to dry your hair in a comfortable manner??? I think I'll resort back to a premier inn on my South Wales trips. Tried it twice won't come back again. Prefer the 'General Manager' not to respond as looking at other comments a large majority suggest the customer must be wrong or be making it up and I don't expect anything will change!

"Great Welsh Breakfast and Lovely Pool"

4
11/04/2017

We stayed for one night bed and breakfast. My daughters stayed in a standard twin room on one side of the hotel but we were unable to get a second standard room so payed an extra £10 for a superior room which was the other side of the hotel. What a difference! The extra money was well worthwhile as our superior room had a much nicer bathroom the bedroom was much bigger and looked freshly decorated and we had a very comfortable 6 foot bed, settee and comfy armchair. Our side of the hotel was much nicer and I can see why other reviews say the hotel needs refurbishing and looks tired as I expect these people stayed in the wing my daughters were in and I would agree with them it does need some attention. The pool was lovely as well as the full cooked breakfast the next morning. There was a buffet continental breakfast and then the hot full Welsh was cooked to order. I particularly liked the fact fried bread, black pudding and laverbread were available at no extra cost if desired. All in all a very pleasant stay but would advise the superior room if it is not too much more money. I would happily stay here again.

"Not Good"

2
10/04/2017

I stayed at this hotel on two separate 4 night stays. The hotel is tired, in need of decoration and the mattresses are lumpy. The corridors are noisy and if the doors being slammed outside your bedroom do not wake you up, you can be assured that the room above you will keep you awake, just by hearing them walking in their bedroom. Having returned home, I unpacked my belongings and my clothes smelt of damp. Surely it's time for a refurb? Time to change of menu, and time to get better orange juice and bread at Breakfast? I guess starting breakfast at 6.30am would be too much to ask, so ensure you do not have an early morning start. I thought Best Western had particular standards to meet.

"Very tired building... needs a refit"

1
31/03/2017

The hotel is in need of a refit .. i went on a spar package .. How anyone can give a massage with massive long nails is beyond me ..The hotel had a musty smell to the hotel .. Breakfast was nice & filling .

Heronston01, General Manager at BEST WESTERN Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry you felt the hotel needed a refit and smelt musty. We are currently undergoing a refurbishment, which should be completed by the end of this year. I hope to see you return in the future and to fully enjoy a spa break with us. Kind regards General manager

"Long weekend "

5
30/03/2017

Stayed for 3 nights and was very impressed rooms are very clean and staff are fantastic very helpful and really polite was my first time in Wales and was really enjoyable pool sauna and steam room was very clean and relaxing the 24 hour bar Was the best feature. Would definitely recommend

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 first stay in Wales. Look forward to welcoming you back in the future and would like to thank you for your recommendation. kind regards General Manager

"Birthday spa break"

4
28/11/2016

Went here with my daughter and two friends , Nov 10 2016 a treat from my daughter, spa was lovely, massage good, room was just ok, an evening meal was included that was nice , breakfast however was really dreadful cooked bacon and egg cold , problems started on checking out , they tried to charge us for items on our bill we didn't have, it was resolved in the end just lucky we knew exactly what drinks we had had

"Decent place"

4
28/11/2016

Spent 2 days here while visiting family. Lovely helpful staff, good breakfast and nice spa. Only disappointment was evening food, only ordered from bar but not very nice. Although not trying one the afternoons teas looked good

"Works Christmas party "

5
27/11/2016

We booked for 24 guests at the party and 8 sleeping over. The rooms depended on where you were with 1 being a spacious suite and another a simple twin. They were however clean and met our needs. The party and food was brilliant and the serving staff (food and bar) were friendly and helpful. As staying guests we had access to reception and bar and no request was too much. Breakfast was good (although hangover spoilt it) then we used the spa. That was a wonderful experience. We are already thinking of going for next year's Christmas party. Value for money. Amazingly friendly and helpful staff and a lovely atmosphere

"Disappointing"

3
27/11/2016

We stayed at this hotel for 4 nights. Our first impression was good and our room, which had been refurbished was very clean and the large bed was very comfortable. The room was warm, but I believe some of rooms had a heating problem when we were there. The breakfast was poor, The orange 'juice' was more like squash, very watered down. There was a very limited choice. The first night the evening meal was fine, warm bread rolls etc, but on the other nights the food was very disappointing. Bread rolls were cold and doughy. Gammon was dried out and the night we had chicken, the staff brought out steak knives for us to use to cut the breast. Most of our party sent it back. Although we did not swim, the pool area looked very good indeed. I would not be put off staying in this hotel again, but I hope the chef would do better.

"Part of group on a Tinsel and Turkey staying 4 nights"

1
27/11/2016

Staff at the hotel very pleasant. Some of the rooms had been updated but the one we stayed in had not. There was problems with the heating some guests were lucky to have heating some did not which we were one of the unfortunate ones it took two days for it to be sorted. The FOOD served was terrible. Breakfast was very poor do they not have Tomato's in Wales. The Gammon served was like shoe leather and when we complained about the Chicken was asked would we like a steak knife to cut it. Two good things to say Plenty of hot water and nice big bath towels.

"Weekend stay"

4
27/11/2016

Hotel was easy to find, room externally large & comfy. Only downside was walls and ceiling/floor not soundproof, the people above you could hear every foot step, had to wear ear plugs to sleep Apart from that shower was amazing, like a tropical rainstorm :) room clean and cosy, windows opened as we are claustrophobic so was a bonus, room exceptionally large. Hotel gym was good we made good use of it, didn't visit the pool as we were heading to the Cardiff markets :)

"Very poor"

1
24/11/2016

Horrendously dated decor, like time has stopped in the 1970s. Room big but again really tired and dated looking, I could actually hear the guest in the room above me using the toilet - and not just the flushing noise was easily heard... Staff helpful but second night after arriving at the restaurant was met by a hand written sign saying it was closed until 8pm! No other signs anywhere so went elsewhere for food. Very poor and would have easily been rectified by informing guests as they arrive. Would not recommend or stay 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 please you thought the staff were helpful. I am disappointed to read we did not meet your expectations, I would like to confirm the hotel is under going a refurbishment programme and the standard rooms are part of this schedule. I would hope you will consider us again for a future stay when visiting the area, so we are able to improve your impression of the hotel to a more favourable one. Kind regards General Manager

"Lovely spa"

4
23/11/2016

Booked this for a girly weekend, only for the one night before moving on to Cardiff. The hotel is quite nice but the rooms need a bit of updating. We had twin rooms and they were fine although the beds were not the greatest. The spa was very good, really lovely atmosphere although we had to wait quite a while to get in the jacuzzi. The hotel was busy with several functions but the noise was minimal although I think they may have over served one or 2 party goers. The staff were fine and all in all it was a reasonable place to 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 and especially the spa. We look forward to welcoming you back in the near future. Kind regards General Manager

"A gem"

5
17/11/2016

Stayed here for 2 nights as on business in brigend. Got a taxi from the station as it was raining. Quick check in and found room to be large and well presented with modern bathroom. The bed was comfortable and the room warm with a window that opened. Did not use the kettle but plenty of drinks and biscuits provided. Room had a double and a single bed. My colleague had a suite with 2 bedrooms and a choice of 5 beds. The breakfast choice was good. My only concern was that it is situated about 20 minutes walk from the town centre but we walked in both nights and got a taxi back. All in all a smart large hotel. We did not have time to use the fitness centre or the bar.

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 thought the hotel was comfortable and well presented. We look forward to welcoming you back to the hotel on your next business trip to the area. Kind regards General Manager

"Nearly there!"

4
15/11/2016

The Heronstone Hotel in Bridgend was part of our life while we lived in Ogmore-by-Sea (until this year). We were members of its Leisure Club, during which time the hotel sort of languished in stasis – OK, but not making the most of itself. We recently moved, and had reason to come back to Bridgend for family reasons. Naturally we stayed at the Heronstone because of its convenience. What surprised us were the positive changes being brought about, and the investment being made not only in the physical building, but also the staff. To get to specifics: - Our twin room was large, with plenty of room for the two beds, a desk/dressing table, and three chairs (pleasing, as double/twin hotel rooms with 1 chair are a bête noir of mine). It was also immaculately clean; - The en-suite was also clean, and fully equipped. The over-bath shower was reasonably effective, if on a faintly bizarre rail; a short distance from the wall, and you missed the water! - Breakfast was excellent – on the first day a first-rate full English, and on the second a fine pair of kippers; - The spa – basically the leisure club we knew – has had its huge faults removed. The pool is good, as are the hot tub, sauna and steam rooms – and the whole is a lovely calming place to swim and relax. The changing rooms, which were once legendarily super-heated (I used to part change, and finish in the corridor outside, risking charges of indecency) are now properly air conditioned, with good facilities for showering, toilet, etc. The pool's ceiling/roof has apparently been fixed, which means that the rain filled stretched lining no longer reaches down as a sort of ‘breast of Damocles' over the pool; - The reception has been modernised, and on our arrival was manned by friendly staff who dealt with us in a very welcoming and efficient manner. Throughout the hotel, staff were friendly and ready to help. There were some minor issues that stop me giving the Heronstone 5 stars – there was a bad trip hazard as you entered the bar from the pool area due to threadbare carpet (I reported this, and hopefully it was fixed). Our bathroom door had been damaged by one of the hotel's more dramatic guests. However, the hotel is genuinely improving fast under obviously new and positive managers. I have little doubt that when we return, I will be able to uprate it to 5 stars – and the big plus is that it is really convenient for Bridgend, Cardiff and Swansea. All power to the new brooms.

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 can see the improvements made in the hotel, leisure club and spa, not only to the physical but also the service and staff. I am please to see this has been done by our very stable long term management team and not new brooms, we will endeavour to continually improve the hotel and it's service into the future and hope to achieve your 5 star recommendation on your next visit to the area. We look forward to welcoming you back in the near future and are pleased we are your first choice of hotel when booking in this area. Kind regards General Manager

"Nice room clueless staff"

2
11/11/2016

Booked via Best Western and requested an upgrade. On checking in nobody in reception but I could a female discussing her car tax renewal . I was eventually seen to and was given limited information. Went to my room which was freezing cold room stat was as low as it could go. Turned it up and radiator only got lukewarm, was provided with a heater by the manager. Room was large and clean and the bathroom was modern with powerful shower. Internet didn't work went to reception oh yes we have problems with it at the moment well why didn't you tell me on check in. Back to the room key card no longer worked. Back to reception no one there again. As we were on DBB asked if it was restaurant or bar. Nobody had a clue eventually told 3 course in restaurant or £17 allowance. Had to ask for menus. Went to bar gave up waiting for service and then went to restaurant got seated. Waitress couldn't even tell us what the soup of the day was . Food order was taken not overly impressed with the food. The desert Eton mess consisted of a blob of cream some mixed berries and a smashed up meringue. I have seen better attempts by school children. On checking out in the morning the bill was wrong and had to be amended. Would I stop here again? Not with the present staff it was substandard service and one of the worst hotels for service I have ever stopped at. Would I recommend it. CERTAINLY NOT

Heronston01, General Manager at BEST WESTERN Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for taking the time to write a response, I am sorry to read you were not completely happy with your stay. We take all feedback seriously and use the information to improve standards and highlight any further training needs. I am happy to read you thought your room was a good size, clean and had a good shower. I hope you will return in the future and be able to see a marked improvement on the service you received on this occasion. Kind regards General Manager

"Birthday Weekend"

5
07/11/2016

Decent hotel, very friendly staff and service and really good sized room. We had afternoon tea (which was amazing value) and breakfast, plus hot snacks in the bar in the evening. Only thing downside was we had other peoples bar slips in with our room tab, which was corrected without any hesitation (I was clearly obvious they were not ours), but worth noting to check the tab before paying.

Heronston01, General Manager at BEST WESTERN Heronston Hotel & Spa, responded to this review
Dear Guest, Thank yo0u for your review, I am pleased you had an enjoyable stay, thought the staff friendly, meals good especially our afternoon tea. I apologise for the mix up with the bar slips and I am pleased to hear this was sorted out immediately. We look forward to welcoming you back in the near future. Kind regards General Manager

"Overnight Stay Visiting Friends"

5
07/11/2016

Although not the most attractive building from outside I decided to give this a try and for the price it was everything I needed and at a good price. The room was comfortable, large (double bed and single bed) and the bar was good. Although I ate out with friends, the breakfast in the hotel was good too. I didn't have time to try the leisure facilities but am sure it would have added value to my stay if I had arrived earlier to enjoy them. Overall, the staff were friendly, helpful and courteous and it will be one of my preferred stopping places when in the area although I will try others to find out too. To the staff - top marks for friendliness and service. Diolch-yn-fawr.

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, you thought your room was comfortable and the staff were friendly and service was good. We look forward to welcoming you back on your next visit tot he area. Kind regards General Manager

"Back home to Bridgend"

5
06/11/2016

My husband and I have just left after a three night stay in room 51. It was fab, nice big room comfy bed. Immaculate throughout. Staff very friendly and would definitely stay again. Central location on the mouth of Ewenny and Ogmore by sea. Very commutable for the M4 east and west.

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 friendly. We look forward to welcoming you back on your next visit to the area. Kind regards General manager

"Typical Best Western, but poor restaurant"

3
05/11/2016

We stayed here twice on our way to & from Ireland. The rooms are comfortable beds good. Breakfasts are lovely, up to the usual Best Western standards. For once we ate in,the hotel for the evening instead of going out. It's a pity we did, the service was poor and the meal pretty awful.Very few diners, mostly reps or other people on a business visit, with a total lack of atmosphere.

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 thought our rooms and beds were comfortable and breakfast was good. I am sorry to read your evening meal did not live up to your expectations, the information you have given us helps to highlight any training needs and areas which require improvement. Please be assured we use this information to continually improve our standards and service. Kind regards General Manager

"Very disappointing."

1
03/11/2016

My friend and I booked in for a spa day, as our previous visit in 2015 was fantastic. I booked over the phone and confirmed the price, and also called the day before to confirm booking times for the massages and the afternoon tea, as well as the price. However, when we arrived on the day we were advised we would need to pay an additional amount for the afternoon tea as we had been booked in for a lunch, despite the fact that the booking was confirmed on two separate occasions. We did this, as we were looking forward to afternoon tea, which on our previous visit was beautiful.  We were given towels and robes, but no slippers. We had massages, which were lovely – the masseuse was obviously well trained, and she did a marvellous job. However, when we returned to the swimming area, my friend cut her foot on some glass that was on the poolside. There weren't any staff around, so I had to find a cleaner and ask for someone to bring a first aid kit. Fifteen minutes later, a lady (I believe she was the manager, although I may be wrong) arrived. She proceeded to attempt to clean a bleeding foot without any protective gloves on, and then take a bloody tissue from my friend, also without gloves on. My friend is a trainee nurse and did not let this happen, despite repeated insistence from the lady. We were not asked to complete any kind of accident form – just offered a non-waterproof plaster (which fell off almost immediately). We told the lady that we were unable to wear slippers as we hadn't actually been provided with any, and she said that “the slipper man was not in today”, but that she would try to find the key for his room to get us some. She did provide these, but not until after a further 30 minutes had passed. We then went to the restaurant for our afternoon tea. The sandwiches were beautiful, and the brownie and meringue were also lovely. We were also given two scones. One was stale, but just about edible. The other, quite literally, was rock hard. We could not get a knife through it. I asked the waitress for a replacement and she brought another. This was warm and so could be cut, but once it had cooled, it was obvious that it was just as stale as the others. Our previous experience was so lovely that we were really looking forward to it, but it was nothing but one disaster after another and we were both hugely disappointed with the whole day. We were offered no apologies for the confusion with the booking, and no explanation as to why incorrect information had been given on two separate occasions. While not hugely expensive, it was still a complete waste of money. I absolutely would not recommend this place to anybody.

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 did not enjoy your day this time as much as you enjoyed your last spa day. I can confirm that we have altered our original spa package to offer more choice to our customers. In the spa experience package there is one 25 minute treatment with lunch or cream tea and in the luxury package there is a 25 minute treatment plus a mini treatment also included is lunch with a drink or a full afternoon tea. When you booked your spa day, the spa experience package was chosen which includes either cream tea for an afternoon spa day or lunch for a morning spa day, you asked about the afternoon tea which can be available at an additional supplement to the spa day cost. In terms of our managers, all have been fully trained in basic first aid so they can attend any incident that occurs on our premises. The first aid given was to clean the area with an antiseptic wipe and to give a plaster - all our plasters are waterproof as we only use blue catering plasters. The pool area is unmanned but does have an emergency phone which would immediately call a team member to this area for help. This is clearly signposted in this area. In terms of glass in this area, we have a strict no glass policy. I apologise your day was not as smooth as your previous visit and would hope you will visit us in the future so we are able to show you a truly relaxing spa experience. Kind regards General Manager

"Total lack of information at check in leaves you out of pocket"

3
31/10/2016

I had stayed here previously with my husband and returned under the same deal to celebrate his 30th birthday. The food again proved delicious and we were able to get a half price upgrade to a Superior room, which was lovely. Unfortunately this is where the positives end. At check in I was told that I would have the full price plus a £50 "holding fee" that "wouldn't be taken out of my account" and would basically be used as a security deposit. On check out the correct sum was processed but having looked at my bank account today the initial larger sum is in my 'pending transactions' section. On discovering this I contacted the hotels reception to be told that the difference in amounts could take up to 28 days to be put back into my account! (To be fair the receptionist Meryl, who was different from the woman who checked us in, was as informative and apologetic as she could be) I am disgusted that I am now out of pocket for potentially 1 month, and would not have gone ahead with the initial 'holding transaction' had I been told all the information. Our time spent in the spa was not particularly relaxing either thanks to several children splashing and screaming in the pool. Such a shame as we had enjoyed ourselves on our first visit to the hotel. We will not be returning!

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 your meal and your superior bedroom. I am sorry to read you had difficulties with your pre-authorisation, normally once the pre authorisation has been completed the original amount is immediately reversed and only the actual amount is taken. If this was not the case on your transaction I am sincerely sorry and should there have been a mistake on our part I apologise for this. I hope you will return to the hotel in future and should you wish to do so please enjoy a complimentary upgrade to one of our superior bedrooms. Kind regards General Manager

"Heronston Hotel - 2 night B&B"

3
31/10/2016

I had wanted to nominate a shining star recommendation but no one stood out. On arrival we had to ask for a room change due to problems in the allocated room, this was effected straight away without any fuss. The hotel overall is a little tired and sad, the plumbing in particular needs sorting/updating. It was warm and clean, breakfast was good and plentiful, we did not eat in the restaurant at other times. We didn't ask staff for anything in particular, we were just paying guests that I'm sure no one will remember.

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 Pleased to read you thought the hotel was warm, clean with a good breakfast. We are currently working our way through a refurbishment programme and have this week completed the installation of new boilers, water heaters and clarifiers, which now means we have a pressurized system eliminating all shower pressure issues etc. Following this we plan to continue the refurbishment of the standard bedrooms and bathrooms. We hope that on your next visit you will feel we have created the correct level of service and standards to award one of our team with a shinning star recommendation and we will continue our work on standards and training to achieve this. Many thanks for your feedback, General Manager

"Love this Hotel"

5
24/10/2016

I have now stayed a few times at this hotel and it is so welcoming, the staff cannot do enough for you. To have a spa on site too is a real bonus, and good prices too Always stay here as you can take dogs too

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 like our dedicated dog friendly bedrooms. We look forward to welcoming you and your four legged friend back to the hotel in the near future. Kind regards General Manager

"Great hotel"

4
21/10/2016

very nice place to relax. massage was great too.it would be great if the staff could smile.most of them didn't. but had a nice time with the family. restaurant food is not the best. just 10 mins drive from the hotel at brigend town centre you can get great choice of restaurant.

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 had a nice time with your family. I will ensure the chef and restaurant team are made aware of your comments concerning the restaurant meals. We look forward to welcoming you back in the near future. Kind regards General Manager

"Small issues"

4
20/10/2016

Although there were small issues, I didn't allow this to affect my stay. I would recommend this Hotel. The pool is excellent. I stayed at a Holiday Inn and received a quality experience at half the price, the deals here arnt that great!

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 would recommend the hotel and especially our pool. We have various deals and offers available at different times of the year. Please let us know and we can add you to the database to receive the best offers. We look forward to welcoming you back in the near future. Kind regards General Manager

"very poor"

1
20/10/2016

Showers didn't work(several rooms), toilets not working, awful beds, tasteless breakfast and they couldn't get our orders correct. Gave one of us a room that was all ready occupied at check in. WIFI didn't work. Shame looks good from reception!!

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 you were disappointed with your stay. We have had some unforeseen problems with our water pressure due to the installation of new boilers, water heaters, clarifiers and cold water tanks. the system when completed will have a pressurized value added and this will ensure good pressure throughout or water supply illuminating any pressure issues. The WIFI is a new system which was installed in February of this year, it also has a dedicated 24 hour help line to solve any issues you may have, we have found that this has illuminated any connection problems that may have been in place previously. I will speak to the breakfast team concerning your comments. The hotel is undergoing a complete refurbishment programme and the next project within this programme are the standard bedrooms and bathrooms. I hope you will consider staying at the hotel in the near future for a much more pleasant stay. Kind regards General Manager

"FEED BACK"

2
20/10/2016

Breakfast looked like it had been tipped onto the plate. The machines in the fitness certer were very old and needed updating, no air condition in fitness room. Rooms are dated and need modernising. Service was poor apart from the young lady who served us in the evening. Showers in room not working. Overall disappointing.

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 disappointed with your stay. We have been installing new boilers, water heaters and clarifiers which has caused some unforeseen problems with water pressure. this will be resolved with the installation of the pressurised value. The hotel is undergoing a refurbishment project the next section includes the standard bedrooms and bathrooms. We hope you will return in the near future to a much more pleasant stay. Kind regards General Manager

"Good location, good food and fantastic staff!"

4
17/10/2016

Stayed here because it was a good location for the things we wanted to see/do, because it has a pool and Saga did a deal for the weekend here. The deal included the first night's dinner, which was very good, as was breakfast and the bar snack we had on the second evening. They made a mistake with the order and were quick to rectify this and took something off the bill. The pool was very good, get a key and towel from Reception, then return to them after use. Lockers, £1 or trolley token could be used. The general appearance of the hotel was a little shabby, it could do with some refurbishments. Carpets were worn. The room we had was pretty poor. We didn't unpack straight away in case they moved us... the toilet didn't flush, but this was "fixed", I use inverted commas because there appeared to be a knack with the loo flush, we got the hang of it! Room no.9, it was pretty dirty and dusty, I cleaned the headboards with a wet wipe as I didn't want to breathe in the household dust whilst asleep. The shower was very poor, hardly any pressure (this was the same with the showers in the pool area), the shower was a tap fitment, not a separate purpose built shower. The box of tissues, toilet paper and shampoo/shower gel were cheap quality. Tea and biscuits in the room were very good. Everything squeaked, the floors and bed. Bed was reasonable, but I've slept in more comfortable ones. The heating was on all the time, it was so hot in that room! We could not turn it down, or off. The staff were extremely good, very professional, polite, helpful and courteous.

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 overall you enjoyed your stay and thought the pool and meals were very good. I am also pleased yu found the staff helpful, polite courteous and professional. The standard bedroom you stayed in is one which is due for refurbishment in the coming months, this will see a complete refurbishment of the bedroom and bathroom. I hope you will give us the opportunity to serve you once again in the near future. Kind regards General Manager

"One night spa break"

3
17/10/2016

Went for a night with partner for a spa break, expected more from a hotel advertised as a "spa hotel". Rooms were very dated, shower was almost useless. Also surprised to find 2 large and loud parties going on which again we did not expect in a "spa hotel".

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 live up to your expectation on this occasion and that the mix of business was not suitable for you. The standard bedrooms are under refurbishment currently and we have just had installed a new boiler, hot water, heating and cold water storage system with is now pressurized which should solve an problems with weak showers. I do hope you will give us the opportunity to serve you in the future. Kind regards General Manager

"amazing"

5
13/10/2016

I had my wedding reception here in September 2016 , it was absolutely fabulous , food amazing , every one of my guests said what a wonderful day and evening they had , nothing could be faulted , the staff were brilliant and could not do enough for me . Mark was brilliant , and I thank him so much .

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 such a wonderful day. Mark will be very pleased with your comments. We look forward to welcoming you back, possibly for your first anniversary if not before. Kind regards General Manager

"Nice Hotel with Spa"

5
06/10/2016

This is a nice 3 star hotel. I have avoided best Westerns after a couple of bad experiances but this one (and last weeks) has restored my faith in the Brand. Checkin was perfect and the receptionist very helpful. My room was very nice and the pool and spar very clean and a great place to relax. The pool is not for Olympic swimmers but OK to wind down from a hard day. The use of plastic sauce sachets in the bar lets down the very good food

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 stay at the hotel, including the spa and your meal. I am also happy we have been able to restore your faith in the Best Western Brand. We look forward to welcoming you back to the hotel in the near future. Kind regards General manager

"Good hotel, in a good location that provided what I wanted"

5
30/09/2016

Good booking process on line, which was easy to use. A good hotel in a good location for my requirements. Very good price for B&B. Very nice bedroom and good food. Hotel staff were all very pleasant and helpful. Peaceful nights sleep

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 the location was good. We look forward to welcoming you back in the near future. Kind regards General Manager

"The breakfast that never came........."

2
29/09/2016

The bedrooms are okay but the bathrooms are a reminder of the bad old days. A toilet systern that took 17 attempts to flush and a shower run off the bath taps with hardly any pressure and ever changing temperatures, so outdated. As for breakfast, my order was taken and never arrived. Other guests arrived ordered breakfast, ate it and left, still nothing for me. I gave up in the end and had it deducted from my bill. The Best Western is probably my favourite chain but this is the worst one I've stayed in. Very dissapointing.

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 we did not live up to your expectation on this occasion. We are currently updating all standard bedrooms and bathrooms, along with the fitting of a pressurized hot and cols water system which should stop any of these shower issues in future. In terms of breakfast, I apologise if there was a mistake with your order and will discuss this issue with the restaurant team to ensure this is not a on going problem. I hope you will give us an opportunity to serve you in the future with much better results. Kind regards General Manager

"Lovely hotel"

4
27/09/2016

Lovely hotel in a great location. Food was to a great standard. Me and my family used the pool and sauna during our stay which was an added bonus. All staff are lovely and polite, a waiter called Dan stood out for me as nothing seemed a problem for him. All in all a great stay

"Nice friendly hotel "

4
27/09/2016

Arrived and got a nice room with queen size bed ( it was like a junior suite). Told me they would tumble dry my gym gear- for free (which I washed in the bath !) Really nice people - very nice breakfast and good location. If you are expecting a London boutique hotel - that it is not, it's a no nonsense, traditional kind of place, close to Ogmore by the sea. I was very happy for my £100 odd quid

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 enjoyed your stay and where very happy with the hotel and price you paid. We look forward to welcoming you back on your next visit to the area. Kind regards General Manager

"Nice and quiet"

4
25/09/2016

Nice quiet hotel but bar area could do with an update. Restaurant was nice and the breakfast was cooked for you rather than a buffet which made a nice change as it was fresher than normal. Plenty if parking and if your lucky you will stop when a welsh male choir are practicing and get serenaded during your tea!

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. We can't guarantee a Welsh Choir will b singing but glad you enjoyed during your stay. We look forward to welcoming you back in the future. Kind regards General Manager

"Best Western HeronstonHotel and Spa, Bridgend"

5
23/09/2016

We chose this hotel at random having little knowledge of the area. We were very impressed by the clean and pleasant room and the friendliness of the staff. Unfortunately during our stay we were forced to make an unscheduled visit to the local hospital where we received excellent treatment in the A&E department!

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 enjoyed your stay at the hotel and your visit to A&E was not for any thing serious. I will pass your comments onto the team who will be very pleased. We look forward to welcoming you back in the future. Kind regards General Manager

"Afternoon Tea"

5
22/09/2016

A very nice time was had by all there was unlimited tea and coffee and a lovely selection of cakes and sandwiches would definitely go again.Plenty of room to park and the service was excellent nothing was too much trouble and as we were a large group we were given a private room and the price of £12.95 ahead was reasonable.

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 afternoon tea and though the service was excellent. 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

"Superb Place for a Special Function"

5
18/09/2016

Attended black tie dinner and dance in the function room upstairs. The three-course meal was lovely and service excellent. Despite there being a large wedding at the hotel on the same evening, there were plenty of staff on hand and the manager, Sarah, was superb. I have been to other functions in the Heronston in recent years and am happy to confirm standards have definitely improved over the last year.

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 meal & service during your function and thought the hotel standard have improved again over your last function. I will pass your kind comments onto Sarah who will be very pleased. We look forward to welcoming you back in the future. Kind regards General manager

"Avoid this hotel at all costs"

1
15/09/2016

We arrived from a 6 hour drive in torrential weather at 3:30pm and were told kitchen didn't open until 5:30pm so no lunch. We booked a superior double room and the sheets on my side of the bed were ripped. Our evening meal was so bad that I threw up afterwards. We only stayed 1 night for which we were very grateful.

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. If you had spoken to a manager on the night of your stay we would have been able to resolve any issues raised immediately. I hope you will consider staying at the hotel in future so we can show you our true standards. Kind regards General Manager

"a little tired but a all in all a good hotel"

4
14/09/2016

Spent 3 nights here in the area for a wedding the hotel is a little dated now but has a good atmosphere the check in was fine parked out side big car park. the room was OK the floor was a little squeaky but the bed comfortable and room well equipped. We had dinner there the first night which was only ok I had a steak which was dry and gristly. my wife a tofu dish with tomato sauce pretty much the same. But the breakfast was great all you could eat. The place does get busy there were at least 2 weddings there in the three days we were there but didnt really interfere with our 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. I would like to confirm the hotel is currently under a refurbishment plan, some areas have been completed, but our standard rooms are currently being worked upon. I look forward to welcoming you back in the near future, hopefully to one of our newly refurbished bedrooms. Kind regards General Manager

"Pleasant hotel with lovely staff"

4
12/09/2016

Myself, partner and our two children stayed here for the weekend and it was a pleasant, friendly place. Nice place to stay if on a budget. Breakfast wasn't very good quality but this place had lovely staff. And a nice little swimming pool. The kids thoroughly enjoyed the stay. Upon arrival our 6 year old was told about the hotels name being linked to a grey heron & given a picture of a heron & some colouring pencils. She wrote the staff a letter when we got home telling them how much she enjoyed the stay and enclosing a picture of a heron we had spotted during our stay, she was absolutely delighted to receive a card in the post from the hotel staff in reply which was lovely of 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 pleased to you enjoyed your stay and thought the staff were lovely. We loved the photograph and design your daughter created for the hotel, which we displayed at our reception. We look forward to welcoming you back in the near future. Kind regards General Manager

"Weekend away unexpected,"

5
11/09/2016

Visited the Heronston hotel on the 10/09/16 with my husband. We had a superior room it was lovely clean & faultless, the bathroom was lovely toiletries good, our room rate included halfboard,the food was very good & the staff very friendly,we arranged to meet my cousin & wife for lunch very good & plenty of it. We enjoyed our stay & would recommend 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 you had a lovely stay and liked your room, lunch, dinner and breakfast. I would also like to thank you for your recommendations. We look forward to welcoming you back in the near future. Kind regards General Manager

"Lovely relaxing spa experience"

5
08/09/2016

Lovely relaxing spa/leisure area, average size pool, sauna, steam room and jacuzzi. Very clean and the leisure staff Rita, Marius etc work very hard to maintain and clean the leisure area. Very reasonably priced. The hotel is usually very busy with weddings, parties, events etc. Ample parking.

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 the spa area was lovely, relaxing and very clean. I will pass you comments on to Rita and Marius who will be very pleased. We look forward to welcoming you back in the near future. Kind regards General Manager

"Absolutely wonderful Manager!"

5
05/09/2016

Stayed in a family suite for a few nights, which was huge, 2 separate rooms with a large family bathroom, fantastic for allowing our youngest to settle. We stayed for our fathers wedding, which was glorious, the staff, particularly Mark the Manager, were just amazing. Mark was a wonderful host and is worth his weight in gold, so accommodating and nothing was too much trouble. The hotel itself was great and spa facilities good. I'd definitely recommend The 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 stay and your fathers wedding. I will pass your comments onto Mark who will be thrilled. We look forward to welcoming you and your family back in the future. Kind regards General Manager

"would recommend this hotel"

5
05/09/2016

Stayed at this hotel for a wedding a short distance away. checking in was swift and efficient. Room clean although very very warm. There were toiletries available but we took our own. Lots of choice on tea tray. Our room was very large with lots of space and storage. Pool area was excellent and the children in our group very much enjoyed it. Breakfast, included in the price was lovely with lots of choice, full English, pastries etc. There were at least 3 weddings going on at the hotel while we were there and they were beautifully set out. Reception called us many taxis and they all arrived on time - brilliant. An excellent hotel, would stay there again and recommend to friends and family.

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

"Lovely Spa for my hen do!"

5
04/09/2016

I came here for my family hen do and we had an amazing time at the spa, the ladies were brilliant with all our treatments, very friendly and chatty which is great because it breaks the ice and makes you feel more comfortable. We spent the afternoon by and in the pool, Jacuzzi and sauna all of the girls loved it. The afternoon tea was nice the sandwiches were nice but the scones were so amazing with the cream and jam, only down side was we wish there was more! Would definitely go again as it was a reasonable price and I would definitely recommend going! Made my hen do one to remember for all the right reasons!

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, especially the treatments and the scones! We look forward to welcoming you back in the near future. Kind regards General Manager

"Spa break"

3
02/09/2016

Good value hotel. The pool is a lot smaller than it looks in the photo's and quite shallow. Not really suitable if you like to have a good swim and the chlorine was very strong and stung our eyes. Dining was 'ok', as was breakfast. The staff were very friendly and helpful and the hotel is set in gardens so nice and quiet. Our rooms were clean. The hotel is about a 15 minute walk from the pubs in Bridgend- though there isn't much going on there.

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 the hotel was good value for money and the staff were friendly and helpful. We look forward to welcoming you back in the future. Kind regards General Manager

"A little dated"

3
01/09/2016

Not a great deal of choice for hotels in the area. This one suffices for an overnight stay - but it's nothing special. Rooms look and feel pretty dated. Staff are efficient but it's not an overly friendly hotel. Was served breakfast which I realised was missing eggs. I had started eating so I paused and waited. It took a long while for the waitress to notice me. They eventually came over and took my plate and took it to the kitchen where they cooked and added eggs - but sent everything's else back half eaten and cold. Positive is that the hotel is nicely situated close to Ogmore by Sea.

"Wowcher deal 119 for two with spa treatment"

3
31/08/2016

We stayed for the night with spa treatment, dinner and breakfast included on that basis it was good value. The room was spacious and clean although the decor was dated. The bed was lovely and comfortable. The general feel of the hotel is tired and I didn't meet one member of staff that appeared confident in what they were doing or happy at work!! The pool area was lovely but my spa treatment was forty minutes late at no point did anyone come to the pool to apologise and say just enjoy the pool sauna and steam room and we will get you!! Instead we had to search to find someone to tell us what was going on!! The massage was good but didn't have the relaxing effect i had hoped for with the stress of getting the treatment. This delay also meant we had to rush for dinner as this was a set time and no option to go a bit later the spa manager was actually quite abrupt and lacking of any customer service skills The food I had was lovely and the food was served in timely manner probably the nicest staff but by no means exceptional. If it was a deal I may give it another go but certainly wouldn't pay twice or dream of getting married there that's a happy day and the moody lazy staff would put a dampener on the day for me!!!

"Smelly Dog Room."

2
29/08/2016

When we opened the door of our room we were hit by a very unpleasant smell we could not identify. We complained and the duty manager agreed that the room smelled by she did not say why though see clearly knew. While waiting for another room to be found we noticed dog hairs on the carpet and saw on the website that the hotel has pet friendly rooms, this explained the smell. It did not explain why the hotel thinks it is acceptable to give these rooms to guests without a pet but with a sense of smell. As this was a very busy Saturday night we were fortunate that another room was found, if not there is no way we would have stayed. This room seemed to be tidier than the first and did not smell. After a poor start we had a good stay, we used the swimming pool several times which is very clean and tidy but the lighting is a little dark. I have scored the hotel as poor due to the first room being unacceptable. We would return but only to a non pet room so would recommend requesting this when booking.

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 had a good stay and liked the pool area. I have fully investigated your point concerning your first bedroom and I have spoken to the manager on duty during your stay who spoke with you directly. We do have 4 pet friendly rooms and only allow pets to stay in these rooms, however the room you were first checked into was not one of these bedrooms. I am sorry if on check in there seemed to be an unfamiliar scent in this room. I have personally checked the bedroom and any unfamiliar scent in the room that may have been there is no longer decectable. I apologise for any inconvenience caused and would hope you will consider staying in the hotel on future visits to the area. Kind regards General Manager

"Average"

3
28/08/2016

Called in as a non resident for an evening meal. Ordered a drink and asked whether I may put it on a tab. Can't be done from the bar and so have to go back to reception in the hotel to register my card. We decided that the menu did not appeal to us and to pay for my drinks we had to go back to hotel reception. What a palaver ! Can't comment on the accommodation but do feel they may wish to reconsider their protocol for non residents. Also thought that over £6.00 for a medium sized glass of Cabernet Sauvignon to be a little high.

"Good service, but sadly over pticed"

2
28/08/2016

We stayed here recently and we're very impressed with the level of service from the staff, who were extremely helpful. Sadly though lots of areas are in need of a makeover, and the standard of the bathroom just wasn't worth the nightly rate sadly. The restaurant food and breakfast were lovely, and the breakfast 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 thought the service from staff was good and your meal and breakfast were lovely. In terms of the standard bedrooms and bathrooms, these are currently under refurbishment in line with the hotels refurbishment plan. I hope you will stay in the future, so we are able to exceed your expectations in all areas. Kind regards General Manager

"Good leisure center but poor services"

2
28/08/2016

Reception was too busy to attend to anyone - I guess this hotel is understaffed Stayed there and was allocated room 40, which was subject constant sound like those from boiler. Could not sleep for the best part of the night. Worst part was the breakfast room - the main breakfast room was full and was offered adjacent room. This room had 2 out of tables in right mess and not cleaned. I was offered a third table, but it just had a feel that no one had time for the ambience. If the b/f gets too busy, I fail to understand why the hotel does not consider increasing b/f times. Again, feels under-staffed. Swimming pool, sauna and steam rooms were good and that was the best part of our stay. Looks like this hotel is more suitable for people conducting parties or weddings, but not if you are looking for restful stay.

Heronston01, General Manager at BEST WESTERN Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry we were not able to exceed your expectations on this occasion. Your feedback is important and we use this to improve service and highlight any training needs. I hope you will visit the hotel again so we can exceed your expecations on service standards. Kind regards General Manager

"short break"

4
25/08/2016

We have stayed here a few times ,always find it very pleasant ,could still do with some work doing to it ,as in the windows , but generally ok ,the pool ,area is usually kept clean and quite relaxing ,the food is pretty good and not overly expensive ,

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, thought the food was good and reasonably priced and the pool area relaxing. I would like to confirm that all our standard rooms are in the process of being refurbished. I look forward to your return visit, hopefully staying in one of our refurbished bedrooms. Kind regards General Manager

"services needs to be improved "

4
24/08/2016

stayed here for office visit from mid July to end.Rooms were spacious and comfortable for such a long stay.Breakfast was good but there were delays for couple of days during my stay as it was served late.Hotel tends to have functions on almost every weekend and hence there are lot of delays if you give any service request.Location is good with Tesco,KFC & others nearby.Internet was good.

"Beautiful room shame about the dirty bar area tables"

3
23/08/2016

When you pay £85 for B&B at a best western you expect best western quality but on this occasion I opted to dine in only had bar food but I have to say none of the available tables was clean!! To me it's common hygiene practice to clean a table before the next diner not last night all young staff I guess some part time the management need to start training. I ordered gammon steak a quarter of it was fat the chips tasted like they'd been refried the plate was COLD not once during my stay was I asked if everything was ok it's a real pity because the standard of my room was top class superior quality and fittings and a well appointed bathroom after this experience in mindful to look at staying elsewhere I'm sure at £85 there will plenty who'll want my business

"Family Wedding..... Ideal for everyone"

5
22/08/2016

I attended a Family Wedding last weekend. In fact, there were 2 weddings at the hotel both going on at the same time but you would never have realised. The organisation was wonderful.. Rooms were decorated beautifully. We stayed two nights, the breakfast was very fresh and very hot... Everything available buffet style.. or cereal fruit toast and pastries if you wished. Our room No 47 was very spacious indeed with plenty of hanging space and was extremely clean. The bed was super king size (three pillows across) and very comforatable. We did not have an evening meal at the hotel but if the wedding meal was anything to go by it was very good food. Hot and plenty of it. (Roast Beef).. Have to say the profiteroles for dessert were excellent .. all hand made and the cream was in abundance lol. Bar prices were a little dearer than a pub, but you expect that.. But a very pleasant stay. I will go back when visiting South Wales again.

"Spa overnight stay "

3
20/08/2016

Lovely welcome. Very warm room 15 uncomfortable in the evening. Pool area lovely. Felt 25 min treatment rushed as ladies finishing work at 7pm. Evening meal was awful, raw fish put on top of oily salad and extra deep fried croutons, Rosti hard and tasteless the sweetest carrots I've ever tasted so I didn't opt for desert Yuk!

"Lovely family experience"

4
19/08/2016

Spent four nights here as a family with two small children during school holidays. We specifically chose this hotel on the layout of the family bedroom. Most family rooms are just a bit larger with a couple of small beds virtually next to the double. Room 75 was a large room and the layout made it feel like it was nearly a separate room. On many of our family trips we struggle to get our two 4yr olds to sleep but as their beds were in an L-shape of the room we were able to make it dark enough for them without us having to be sat in complete darkness. A huge win with us! As soon as we arrived the staff were fantastic and excellent with the children. In fact every member of staff we met throughout our four night stay was polite, friendly and great with the kids. Breakfast was great and we thought room service and drinks prices were pretty reasonable bearing in mind this is a hotel. The swimming pool is a huge win with children and we made great use of it every day. The pool area and changing rooms were very clean. In summary the hotel is a little tired in areas but the excellent staff and great value for what you get more than makes up for it. We would definitely stay here again.

"Stay for dinner!!"

3
17/08/2016

Came to the hotel, having booked a spa package. Our room was ok and the bed was fine. It did smell a bit musty The spa is very good, I liked the lighting. The package included a half hour beauty session. I opted for the head massage, which was in my opinion a waste of time. The young lady just went through the motions. My partner had her nails painted. The next morning the paint was coming off. Not very professional. The evening meal was very good, would recommend the Vanilla Cheese cake, 10 out 10 for presentation. Very good staff. Breakfast was fine. All in all not a bad experience. I would add a Welsh beer in the bar.

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 especially your dinner. We look forward to welcoming you back in the near future. Kind regards General Manager

"still an amazing hotel !!"

5
17/08/2016

stayed here on 16/08/2016 , for mine and my wife's anniversary night and had asked for exactly the same room ,as we had stayed here 3 years previously , on our wedding night , and i asked for a bottle of champagne in the room ready at a specific time and it was there , the staff couldn't do enough for you , this place is awesome , will happily stay here again at some point , and we had the spa day booked , and it was also amazing the staff who took care of us did an amazing job , ty ladies :) . and the the whole day and night went down a treat , best hotel is south wales for definite :)

Heronston01, General Manager at BEST WESTERN Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your very kind review, I am very pleased to read you had such an enjoyable stay and enjoyed every part of it. We look forward to welcoming you back for future anniversaries. Kind regards General manager

"M+D get away - x1 Night Stopover with evening meal, breakfast and Spa"

4
16/08/2016

We live locally and have heard mixed reports on this hotel, I must say I was a little hesitant to the whole experience when we were given a gift voucher as a present but were pleasantly surprised, room was comfortable but without a view but .The evening meal was much better than expected, breakfast was good the following morning and the final treat to finish the stay was a treatment in the spa. The hotel was busy preparing for x2 weddings while also catering for a hen party but everyone appeared satisfied. Great believer in speak as you find and we were happy with how our experience panned out.

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 including your evening meal, breakfast and treatments. We look forward to welcoming you back in the future. Kind regards General Manager

"Super staff"

4
16/08/2016

Good hotel which was clean and comfortable and our stay there was greatly enhanced by the helpful, friendly staff who went out of their way to make our stay enjoyable. The breakfast was very good and really appreciated.

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 to read you had an enjoyable stay, the team will be thrilled with your comments. We look forward to welcoming you back in the near future. Kind regards General Manager

"Wow"

5
09/08/2016

We arrived later than anticipated due to work commitments and unfortunately had already made a reservation for dinner. On entering our room I was so happy and excited about our stay. The bathroom alone was incredible Complete relaxation in absolute comfortable idyllic scenery. We honestly couldn't of asked for anything more...breakfast was lovely & fulfilling; the spa completed our stay whereby we could just relax in complete tranquility needless to say we were sad to say goodbye ??????

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 all areas of your stay including your bedroom, meals and the spa. We look forward to welcoming you back for another relaxing stay. Kind regards General Manager

"Nice room and nice spa"

3
08/08/2016

We 2 nights for a family event and were happy with our stay. We were in a superior room which was very large and easily accommodated 2 fold up beds for our small children, our huge bed and a sofa etc. Not all rooms were newly renovated as ours was. We ate in the restaurant and it was ok not best meal ever but decent enough. As previously mentioned the breakfast wasn't worth much and seemed cheap- especially the sausages. The staff in the restaurant were great and kept open for us and another family after us who were late. Like another commenter we also had to call twice for an extra bed that had not been put in. Pool and facilities was very nice. Good for a 3 star and close to the beach.

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 liked the superior bedroom and thought the hotel was good for a three star. You also like the location - close to the beach. I am sorry the breakfast sausages we have chosen were not to your liking. We look forward to welcoming you back in the future.# Kind regards General Manager

"The rooms are fine but the food is terrible."

2
07/08/2016

I booked a room as a relative was using their hall for an anniversary party. I stayed for a total of 2 nights and thank god I didn't stay any longer. Their Service in general is alright, they are attentive and deal with any problems promptly but they really could use a decent chef. The food could not even earn a one star, the chef couldn't even cook the cauliflower properly, its a miracle no one lost a tooth, not to mention the fact that he didn't cook out the flour in the Beef Bourguignon, something a junior chef should be able to do. The breakfast made some of my relatives sick, nothing was cooked properly, the bacon was still bright pink, the eggs smelled a little off and the sausages looked old. Naturally we didn't complain as we didn't feel the effects until after we had left. The rooms were a good size but they were hot and stuffy, I couldn't sleep much as someone nearby was throwing up all night. If you are staying I would suggest opting out of their breakfast (you could probably get a better one at McDonalds) and just use the spa, which is small but nice and comfortable.

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 thought the rooms and spa were good and the service was attentive. I am surprised at your comments concerning your relatives anniversary hot fork buffet, especially as it was requested to take all of the food home that was left and I have personally spoken to the organiser who thought the food mentioned was lovely, only comment was the cauliflower & vegetable curry was not a traditional Indian recipe, but overall the food was lovely and enjoyed by all. In terms of breakfast, our food is delivered daily from good locally sourced suppliers and cooked fresh. The night of the function the hotel was fully booked and we have received no other negative comments concerning breakfast, only positive ones. We look forward to welcoming you back in the future, when I am sure you will have a really enjoyable stay. Kind regards General manager

"Not the best but ok"

3
06/08/2016

Stayed here for two nights , rooms and general deco need up dating , rooms extremely hot and stuffy , could be noisy could hear the television on in other rooms and a lot of noise from the people on the upper floor . Staff friendly and helpful however , I did want a soft drink from the bar on the first night and waited for 10 minutes but no one came to serve at the bar so I gave up . Only book breakfast but that was fine and suited my requirements . Don't think I will stay here again unless a referb is carried out

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 not fully satisfied with your bedroom. I can confirm the hotel is currently going through a refurbishment programme and all the standards rooms are part of this refurbishment plan. Hope you will stay again in the future, in one of our newly refurbished bedrooms. Kind regards General Manager

"Not the best western!!"

3
05/08/2016

This review should have been a 1 & very nearly was. When we arrived, we got our key card & went to our room. It did not work. So my husband went back to reception (which was quite a distance). He returned & we got into our room. We booked a room for 2 adults 2 children (age 11 & 12). In our room was a double bed & a single bed. Jokingly I said to my youngest son "it looks like you are sleeping on the floor tonight." So second trip to reception "we don't have enough beds." We were asked "have you booked a family room?" So we replied I assume so, putting in the booking 2 adults & 2 children, we were then told someone would be up to put another bed in the room. The room was also very basic & dated. NOT A GOOD START!! We then went to the spa which we thought was very good (I would give it a 5). Because they let children in, it can get very noisy so I wouldn't recommend it if you want to relax in peaceful surroundings, but for families it is great. This facility is not supervised so you will need to watch your children. On returning to our room, a bed had been put in. (If you can call it that). Length wise it was probably the same length as my 11 year old. It was a foldable bed made of metal legs & wooden slats, & the mattress was no bigger than 2 inches deep. You could see where the wooden slats were through the mattress. We looked at it & thought IS THAT IT!! But at this point we thought we would make the best of it & just enjoy our time away. At 9.30pm getting our children ready for bed, my youngest child got into bed & this thing swollowed him up like a Venus Fly Trap, & then collapsed flat on the floor. On closer inspection the bed was actually broken. One of the slats had come off completely (with a sharp screw sticking through it) & a few of the plastic ends had come off as well. Now we thought "he can't sleep on that" so - third trip to reception at 9.30pm. We said the bed that had been provided is broken & not good enough to be slept on. We were told that they would send the manager to come & look at the bed. So we waited & waited & waited. By 11.00pm we made the decision that nobody was going to come, so we put the frame of the bed outside (in the corridor) & left the 2 inch mattress on the floor for our son to sleep on. As previously joked about he DID actually sleep on the floor!! By now extremely annoyed about the situation, we made a fourth trip to reception & said this was not good enough, when you book for 4 people you expect to have enough beds for 4 people. This is a basic requirement not a complaint that we don't like the decor. We also told them we would be taking it further when we got home. The most frustrating thing about all of this is that no one had any idea what we were talking about. There had been no communication at all. It was now about 11.15pm so we were told nothing could be done that night we will sort it out in the morning. So next morning with a grumpy, tired 11 year old & after FIVE visits to reception. We had been given a second room so that both of our children could sleep well that night. Hooray!! In room 2 they had also put an extra bed in place (same size & style as our problem bed) but because no one was sleeping on it, we didn't worry. The room was next door to ours. My husband stayed in the room with the boys until they were sleeping, he sat on the fold down bed which you guessed it - collapsed underneath him. These beds are not fit for purpose & should be replaced before someone really does hurt themselves!!! The reason why I gave the review a 3 rather than a 1 is because someone called Natasha called at our room with sweets for the boys, a small box of chocolates & a card apologising for her mistake the night before which was not passing on the message to the manager at 9.30pm. We do not hold her responsible for the treatment we received, but the apology went along way. Also we were able to use the spa after check out time when we needed to fill some time. We would not stay here again but we were finally satisfied with our stay overall.

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 will pass your comments onto Natasha. I am sorry to read you had such trouble with the z beds used. These are checked regularly and I have ensured that everyone has been double checked with our maintenance team. These beds are only used for children under 12 years of age as an extra bed in a room, when a family room of a double bed and single bed is booked but there are two children under 12 years. Please do come and stay at the hotel in the future and experience to true standards of service we are able to provide. Kind regards General Manager

"Spa day"

3
04/08/2016

Spa staff were really friendly and gave a lovely massage. We used the pool/ sauna/ steam room which were all clean and just managed to find a chair by the pool. However, due to the low ceilings the noise was deafening from one family using the facilities so we gave up and went upstairs to the relaxation room for a time. However, once you have left the pool and changing area you cannot get back in! We spent ages waiting for someone to appear to swipe us back in- need to give day visitors a key pass as otherwise you have to walk back to reception in a towel. One major complaint was the amount of water on the floor in the changing room- slipped several times. There was also no shower gel or soap in any of the dispensers. Lunch was included in the spa package and was lovely . Wouldn't visit again for a spa day as there are far nicer places for the £100 we paid.

"One night room only and used Spa"

3
04/08/2016

Friendly and efficient staff.Very dated but spotlessly clean.Booking was easy.Spa was good especially sauna.We did not eat in the restaurant but it looked very nice.Bar area limited variety of beer selection of wines reasonable.

"worst hotel EVER"

1
04/08/2016

once you walk into reception it looks quite nice, do not be fooled! the rooms are dated from the 70's and everything is so old. there was 1 wafer thin pillow on the bed and a really awful bedcover. the room was boiling as it was above the pool and the thermostat in the room looked like it was also from the 70's so definitely no air con. i had gone to a local chinese as the food looked awful, and when i was checking in there was a guest already moaning about the food, then i realised i may have left my laptop in reception so i panicked and called the hotel from the chinese, it rang and rang no one picked up, so i had to leave my meal and drive back to the hotel to see the receptionist at the desk!!! anyway i had hoped that breakfast may make up for the awful nights sleep and customer service but as i told them on checking out, i refuse to pay for breakfast as i would not even serve this to my dog!!! whilst standing outside, just for fresh air as the place is like a sauna, i had 6 other guests moaning about their rooms and the food. avoid at all costs

"Sunday Lunch"

5
03/08/2016

Visited with friends last Sunday July 31st We had an excellent lunch. The restaurant was easily accessible with plenty of space between the tables. The staff were very pleasant and obliging. The choice of foods was good and well presented , portions were generous. We will visit again soon .

"Wedding"

5
02/08/2016

The service at the hotel was brilliant, We got married there and Mark and his team made it a fabulous experience. Nothing was too much trouble. We had a lovely ground floor room with french windows that opened in to the garden. The children and indeed the whole family loved the pool. The breakfast each day was great.

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 wedding, loved the pool and your bedroom. I will pass your kind words onto Mark & the team who will be very pleased. We look forward to welcoming you back in the near future or maybe for your first anniversary. Kind regards General Manager

"Some good, some not so good!"

3
01/08/2016

WE visited for one stay on the 31st July and was pleasantly surprised by the restaurant rooms, bar area and pool/spa facilities. The corridors and our room is where we were left a little disappointed. The room was tired, old fashioned and it was almost as if it wasn't part of the same hotel. Our bathroom was shocking, shower too hot or too cold, a very wobbly bath and the flush on our toilet had to be pushed numerous times before it worked. We hadn't realised but there was a train track near our room and it was very loud. In addition to that, the seagulls made an appearance from about 4am, so very little sleep was had (I know these last two points are beyond the control of the hotel, just some advice for people booking in future). Not sure if we'd return, if we would, i would request a better room as far from the railway track as possible :)

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 pleasantly surprised by our bedrooms, restaurant, bar area and pool / spa facilities. I will pass your comments onto maintenance to investigate and solve as required. I am sorry the seagulls and the train disturbed your sleep and would hope you will return in future to have a restful stay which exceeds your expectations. Kind regards General Manager .

"What a little gem"

5
01/08/2016

Sitting here in our lovely room at The Heronston Great Western Hotel after having a totally lush breakfast followed by a facial, sauna, steam room and a swim. Staff are friendly hardworking and attentive. Dinner last night was really really nice. Can't fault the place at all. Any negative reviews are obviously left by either extremely hard to please people or people used to 5*. It isn't a 5* but what it is is a great quality 3*. I would highly recommend this place and will certainly be returning.

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 you enjoyed your stay. I will pass your lovely comments onto the team. Thank you for highly recommending us and we will look forward to your return visit. Kind regards General Manager

"Lovely hotel & spa "

5
31/07/2016

Stayed at best western this weekend receptionist very friendly & helpful very clean lush room lush service swimming pool steam an hot tube was awsome had a massage sent me to relaxation me & partner really enjoyed and will definely re visit soon don't know why there are bad reviews as we didn't have a bad word to say about the place at all.there were two weddings on and very busy but the staff made us feel very welcome even tho rushed off there feel thankyou all xxx

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 you had enjoyable spa break and like your bedroom and spa facilities. I will pass your kind words on to the team who will be very pleased also. Kind regards General Manager

"Tired in need of refurbishment"

2
31/07/2016

Stayed a night for a wedding which I must say was fab,they know how to run a wedding. However the Hotel itself is over priced (100)per night and the bar prices well,£4.15 a pint was hard to swallow. I complained to the staff about my matras being knackered and feeling every spring,and the nice chap wrote it down! I stayed in room 11,it all tired and dingy and well passed it sell by date.The staff however are very helpful and chatty. Another gripe had to phone yes phone the staff for service at the bar at 1600 2 weddings on and one bar person!!

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 found the staff very helpful and chatty and enjoyed the wedding. Our standard rooms are currently under refurbishment as part of a refurbishment programme. I would hope should you stay with us in the future we would have completed our refurbishment and you will find a vast difference in the bedrooms style and comfort. We look forward to welcoming you back in the future Kind regards General Manager

"Marmite Stay - Some Good And Some Not so Good"

3
29/07/2016

My wife and I stayed here for a spa break recently. The initial impression was good and check in was quick and easy. The room was OK, although a little dated. There was a double bed plus a single bed in the room which made it a bit more cramped than it needed to be. The bathroom was fine. My wife had a neck, back and shoulder massage, which while good, did seem to be a bit short, about 20 minutes maximum actual massage. Later she had a manicure, which ended up being a bit of a disaster, and the gel polish having to be removed. Fair's fair, the young beautician did her best but it was the end of the day, and she was professional and did her best. I cannot knock the hotel, as they compensated my wife for the eventual lack of treatment etc with no issues. We went for the included al a carte menu, and this was one of the tastiest menus that we have had for quite some time (well done Heronstion chef!). We went into the bar and I did find that the sofa facing the TV was a bit sticky on the arms, so we did not stay there long. It was only when I got home that I found my jacket was really greasy under the arm and sleeve that was on the left side of the sofa, and on the left side. So I don't know what was spilt on it. The spa itself was fine with a nice sauna, steam room, Jacuzzi and mood-lit pool. The only down-side was that as it was not attended by any staff, there were a few children running around, which kind of put a dampener on the relaxation. Overnight, the room was quiet. In the morning, breakfast was OK. There were no fried eggs or yoghurts. Some eggs were brought out and given to a few people, but the morning staff in the breakfast room just needed to gear them up for the increase in people around 8am. Would I go again? Possibly - it's close to MacArthur Glenn Factory Outlet and overall, it was pleasant stay, but it could have been so much better with a bit more care. Plus points to all the staff who were helpful and professional, although I got the feeling that they were a bit short staffed during out mid-week visit. However it waa generally good value for money.

"Lovely Spa stay"

5
28/07/2016

My friend and I came for a spa stay and was very impressed with the hotel, from the amazing three course evening meal and breakfast. The room was very good and clean and the pool and spa were excellent. Would definatlly go 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 you enjoyed your stay, your meals and the spa. I am please to read you will defiantly look to return and we will be happy to welcome you in the future. Kind regards General Manager

"Wedding celebrations"

4
28/07/2016

We recently stayed for a family wedding and were accommodated wonderfully. Family rooms were superb, breakfast ace, pool area brilliant and loved by all. Staff though - never stayed anywhere with more helpful staff. Truly wonderful. Only slight negative is the prices at the bar are a little high.

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 kind words onto the team who will be very happy. We look forward to welcoming you back in the near future. Kind regards General Manager

"Spa day"

4
27/07/2016

The spa day, at £32 in the week is excellent value for money. A treatment, lunch/afternoon tea and robes and slippers are included. The pool area is relaxing and, if you time it right, can be very quiet. I would definitely recommend. I wasn't given a key for the spa or the relaxation room and so I'm still not sure how to get in without a staff member present. This impedes the relaxation a little as does the fact the bar area is quite far away from the spa. ( Eating in a robe next to fully clothed diners is not for me ) However, for a local, reasonably priced, relaxing spa day you can't fault it.

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 enjoyed your spa day and thought it was great value for money. The feedback you have given is very important o the hotel as we use this to continually improve our service and processes, so customer have an enjoyable time at the hotel. We look forward to welcoming you back in the near future. Kind regards General Manager

"Spa day"

4
24/07/2016

Was extremely good value for money, the only thing letting it down was the distance of the relaxation room from the pool area. Also getting in and out of the pool area is awkward as they dont give you passes if your there for the day. The staff were extremely friendly helpful and went above and beyond to make sure we had a great day. The lunch was spectacular in a coeliac and they catered for me. We are hoping to go again 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 had an enjoyable day and are hoping to return soon. I would also like to thank you for your feedback as we us this information to improve our guests experiences. We look forward to welcoming you back in the near future. Kind regards General Manager

"Enjoyed our stay, would come again"

4
23/07/2016

Firstly, my four stars reflects our visit at Best Western Heronston and not the star rating of the hotel as I believe it has a three star rating which I would agree with. We stayed here for 3 nights to celebrate my 21st birthday as part of a break away in Wales which I thoroughly enjoyed and if we came back to Bridgend again, I would definitely consider staying in the Heronston again. We thought the staff were all friendly and accommodating especially as during the Wednesday evening they had a function in the evening (I believe a school prom) and again on the Friday evening yet all the staff were friendly and efficient. Our room was lovely (50), a bit of a walk from the main reception but this probably helped keeping the noise level to a minimum and we were pleasantly surprised about how comfortable the bed was. Our only complaints would be that the towel rail didn't work in the bedroom, there wasn't any air con (although there was a fan provided which we used) and our bins weren't emptied by the maids on two of the three nights. Breakfast was lovely, a buffet style which offered a good selection of hot and continental and the staff were happy to help with any dietary requirements, and we dined in the Crane restaurant which again was better than expected, we enjoyed pate for starters, pork loin & pan seared chicken for mains and my Mr enjoyed the cheesecake for pudding. The only downside for the restaurant for us was that the beer that my Mr ordered came warm and didn't seemed to be chilled and I personally thought dinner was over priced even though we ordered from a set menu as a cheaper option. The swimming pool was a nice setting and I thought this, the sauna and steam room were kept very clean, although we must have gone down to the pool at a busy time as we had to wait about 40 minutes before using the jacuzzi as there were quite a few couples waiting to use it, maybe there should be a time restriction as I know there are in other spas? Other than my minor complaints, we enjoyed our stay here and would come again next time we're in the area! Many thanks to all the staff at Best Western for their hospitality!

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 would definitely return on your next visit tot the area. I would also like to thank you for bringing to our attention all the points use raised, we use this information to ensure we are continually improving and to ensure our guests get the best experience we can possible offer. We look forward to welcoming you back in the future. Kind regards General Manager

"Heronston Hotel in July"

4
21/07/2016

We spent four days at this hotel, midweek, in July. We had paid extra for a superior room and we were delighted with the room. It was spacious, airy and had a sitting area with leather sofa and chair. The bathroom was very good and everything worked. the hotel has a lift. We were booked on a dinner, bed and breakfast basis. the first dinner was good and we were impressed. Breakfast was every day outstanding. The quality of the bacon and sausage was very good. On some days the dining room was very crowded and then the hot food was served as a buffet. This was less satisfactory than when silver service but still o.k. The dining room staff at breakfast were excellent. Thanks particularly to Sian who is clearly a star. The food available at dinner on the following three nights was not as good as the first. Mainly because the menu barely changes at all. When we queried why the soup of the day was the same one waiter said that 'they make a big batch and it keeps coming out until its gone'. As someone who trained staff in customer relations I would suggest that this particular line is dropped as it doesn't help the hotel. However because the dining staff knew we were not thrilled with the same menu over and over again (apart from a slight change to one item) they did say that we could choose from the a la carte or bar menu as well. this worked very well. the leisure suite is superb. Lovely pool. Lovely lighting. Clean facilities. Only negative the changing room floor gets very wet. Aplause to Meryl who dealt with our booking on the phone who gave an excellent impression of the hotel and to Hugh the duty manager who dealt with the only minor negative to the room in a professional and immediate manner. Thank you and well done. the hotel holds a lot of conferences and weddings and we think it could be very busy during the weekend with weddings taking place. Suggestions for improvements - we had two small bottles of mineral water in our room on arrival. But for four days they were not replaced nor were the original toiletries. So we could both bathe/shampoo once. I have never stayed in anay good quality hotel where the room goodies were not replenished. It seems mean not to do so. I recommend this hotel during the week but I think it could be very different during a busy 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 that overall you enjoyed your stay, liked your bedroom, breakfast and your first nights dinner. I am sorry the table d' hote menu did not change fully during your stay and the hotel 'goodies' did not get replenished. Neither of these are the correct standard and I will speak to the heads of department involved. I am pleased you would recommend the hotel and would hope that on your next stay we can full exceed your expectations. Kind regards General manager

"Tired and smelly"

2
20/07/2016

The bedrooms are well old, mattresses should have been replace 5 years ago and so need it the carpets (I still don't understand why the use carpets in public places/areas with the difficult that supposes to keep them clean and hearlthy. The bathrooms look new and tidy though. I Wont stay here again if I can avoid it. Salut.

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 you were not completely satisfied with the deco of your bedroom. Our standard rooms are currently being refurbished as part of a planned refurbishment programme. I hope you will consider stay with us again, possibly in one of our newly refurbished bedrooms. Kind regards General Manager

"Anniversary Treat"

5
20/07/2016

My boyfriend and I visited this hotel for a spa afternoon tea package for our anniversary this year. I believe we paid £29 each and prior to going, we really didn't expect much considering the hotels in Cardiff charge £50+ each. On arrival, we were already pleasantly surprised as we were handed fresh smelling robes, towels and slippers then shown around by a very kind male member of staff. Firstly, we got changed then went to the 'relaxation room' to chill before our treatments (a back, neck and shoulder massage each). The room was very nice with comfortable loungers and nice lighting. After this point, I was called for my massage so my boyfriend went to lie on a lounger by the pool. The lady doing the treatments was very friendly and put me at ease immediately (sometimes I feel a bit self-conscious when I've been for treatments that involve removing clothing). The massage was very relaxing and the room was nicely decorated to create a nice atmosphere while peaceful music played in the background. After this was over, I went to the pool area while my boyfriend went for his massage. It was very quiet by the pool even when the odd few people came in and out. The area was also very clean and a nice temperature. I loved that they have a water cooler in there - something that many health clubs don't have. I really loved the atmosphere by the pool with the mood lighting, decor and just generally how pleasant it was. I also went into the sauna and steam room, both of which were very nice and clean. Later on, myself and my boyfriend got changed and went to the gym. It was quite small but had enough for a quick workout so we weren't too bothered. Once we were finished in the gym, we went for our afternoon tea which we were quite frankly amazed by. There we were, expecting a limp sandwich and a cuppa when out comes a big cake stand filled with very appetising looking cakes, sandwiches with garnish and a nice pot of tea (my boyfriend had a coke - it's nice that they give that option for non-tea or coffee drinkers). We left after we'd finished eating, thoroughly happy with our experience. To summarise: Pros - lovely atmosphere, great treatments, excellent value for money (please don't increase your prices, I really want to come back and do it again for that price), very friendly staff, great service, lovely food. Cons - the changing room was very slippery (one of those mat things they have in public pool walkways would solve this though) and they don't give the options for couples to get their treatments done at the same time or in the same room but neither of these things made me feel any less positive about the whole experience. I highly recommend this experience and will be doing it again when I can.

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 had such a lovely spa day and afternoon tea. I am please to read you would highly recommend the hotel and will be returning in the future. We look forward to welcoming you back in the near future. Kind regards General Manager

"Such a relaxing weekend! Great service!"

5
17/07/2016

Got to honest, had low expectations for this place but it totally exceed them. Yes it's a 3 star hotel, yes it's a Best Western and yes it's decor is a little tired but If you can get over these facts you can enjoy the extremely pleasant and helpful staff, the extraordinarily good food, the great facilities: little gym & spa/pool area great. Came with the dog & she to was made to feel very welcome & given lots of attention & even some left over steak for her tea! (Thanks to the lovely lady Gin!) She had plenty of places to exercise & do her business. Lots of bins strategically placed so as to keep the areas clean. Some excellent dog friendly beaches & dunes to walk on near by too. This was a much needed recuperation weekend and I would definitely return to this lovely little unassuming, unpretentious & very welcoming little hotel. Thank you!

Heronston01, General Manager at BEST WESTERN Heronston Hotel & Spa, responded to this review
Dear Guest Thank you very much for your review and all of your kind comments which will be passed on Gin, our Head Chef and all of the staff. I am glad that you and your dog enjoyed your stay and that you liked our hotel's facilities. We are pleased to be included as a pet friendly hotel and we look forward to welcoming you back again. Kind Regards General Manager

"Glad it was over"

1
14/07/2016

Waited 6 hours for a light to be replaced. The waiting staff for dinner must have overdosed on Misery medication all day. Asked for Iced water, no ice left they must have taken it, served warm tap water. Had Loin of pork for main meal, one thin, and I mean thin slice of pork that could have come from a can; when I tried to complain was told that's a all you can get. We booked a massage, my partner then I, sorry I had to wait even though booked, they had put someone else in before me, regardless that we had made prior arrangements around these bookings. Room 24, still waiting for the hairdryer to be repaired, Oh the sink in the bathroom still loose, so don't lean on it. A special trip for us totally ruined, thanks for your efforts.

Heronston01, General Manager at BEST WESTERN Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review. I am sorry for the inconvenience you were caused during your stay. I have discussed your comments with our Restaurant Manager, our Head Chef and our Maintenance Manager. I am also sorry you had to wait for your massage. I do hope you will consider staying with us again so that we have the opportunity to provide you with an enjoyable stay and a positive impression of the hotel. Kind Regards General Manager

"Dated"

3
12/07/2016

The Heronston is in dire need of refurbishment. Some rooms depicted on the website appear to have been upgraded - but they are priced above the corporate rate? Business guests tend to be placed at the end of the building which is most in need of work. Over the years I have stayed at the Heronston because it is a short walk to office park opposite. These days I book elsewhere in the area - unless I am meeting a client who is due to visit our office nearby. Evening meals are hit and miss, so I tend to dine elsewhere.

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 were caused during your stay. We have an on going refurbishment programme and now that we have completed all of our Superior bedrooms (for which we charge a £15 supplement per night) we plan to refurbish further standard bedrooms and bathrooms. Your comments have also been passed to our Head Chef regarding evening meals. I do hope you will consider staying with us again and we look forward to welcoming you back to the hotel. Kind Regards General Manager

"Great Weekend stay {with spa}"

4
11/07/2016

Used the Best Western at Bridgend as a base for a wedding on the other side of town. The staff and facilities were excellent and free use of the leisure centre pool was an added bonus. Breakfast on both mornings was more than sufficient to set you up for the day and even though there was a wedding party at the hotel it did not interfere with any of the meals and no noise was heard in the upstairs room. Will definitely stay again if we are in the area.

Heronston01, General Manager at BEST WESTERN Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review and your kind comments which will be passed to the staff. I am glad that you enjoyed your stay and we look forward to welcoming you back to the hotel. Kind Regards General Manager

"1 night spa break including evening meal and breakfast fantastic"

4
10/07/2016

We had a deal purchased from Living Social as a gift which was £119 for x1 spa treatment for 2 people, a three course meal each, overnight stay and breakfast the following morning. The hotel staff were very friendly and helpful and really made the stay pleasant. The spa and leisure facilities were all lovely and clean - we were a little disappointed we didn't have a bath robe as others using the facilities seemed to have one,but this really was a minor detail. The food served in the restaurant was outstanding - one of the nicest meals we have had in a long time. The waiter staff were very cheerful and nothing was too much trouble. The breakfast is served until 10am and we went down just after 9:30am - there was still plenty of choice and the food was delicious once again. The room was spacious and clean - the décor around the hotel itself and the room didn't really match and seemed a little dated but again this really is a very minor detail. I would not hesitate to stay at this hotel again in the future and would certainly consider travelling there to eat at the restaurant.

Heronston01, General Manager at BEST WESTERN Heronston Hotel & Spa, responded to this review
Thank you for your review and your kind comments which will be passed to the staff. We are glad that you enjoyed your Spa Break and that you liked our facilities and our food so much. We look forward to welcoming you back to the hotel. Kind Regards General Manager

"wedding day"

5
10/07/2016

We were invited to a weddng day at the heronston on Saturday 9th July 2016.from start to finish the whole day was a complete success, although only a guest of the bride's parents i would like to congratulate the entire hotel staff in helping it so memorable.The food both the wedding breakfast and the early morning self service were of great quality.We were lucky enough to have a superior room which we found absolutely great.Based on our experience i have no reservations in rating this hotel as excellent

Heronston01, General Manager at BEST WESTERN Heronston Hotel & Spa, responded to this review
Thank you for your kind comments which will be passed on to all of the staff. We are glad you liked our Superior rooms and our food and that you enjoyed attending the wedding day with us. Kind Regards General Manager

"Comfortable stay with friendly service"

4
08/07/2016

I have stayed here a couple times before while on business, and while it's a nice enough place, I hadn't been impressed. However, they seem to have 'upped their game.' I had a professional welcome at the reception desk (I guess I don't always expect it at hotels). I then fully expected a dowdy room (it's the type of place that has long winding corridors, I assume because the place was built behind the original building), and was pleasantly surprised to arrive at a modern, tasteful, and comfortable room. I had a double-seater sofa and chair, and a large queen bed, overlooking the inner courtyard. My small peeves are that the pillows were cheap, and the walls are somewhat thin. Breakfast is a nice affair, although if you are on business, it doesn't start until 7 a.m. The wonderful woman who serves breakfast (it's one of the rare places that doesn't have a full buffet) let me come in early. It's good quality food. There's also a spa, which I've yet to experience. Overall, this was great value for the money.

Heronston01, General Manager at BEST WESTERN Heronston Hotel & Spa, responded to this review
Thank you for your review. I am glad you enjoyed your stay and you liked our refurbished Superior bedrooms. Your kind comments will be passed to Sian in the Restaurant. We look forward to welcoming you back to the hotel again. Kind Regards General Manager

"Friendly and comfortable hotel with great facilities."

5
07/07/2016

I stayed here as a surprise for my Hen Do and could not have been happier. All staff members were friendly and polite and really made us welcome. The rooms were spacious and clean with a modern bathroom en suite. The spa facilities were a nice surprise too with a pool, Jacuzzi, sauna and steam room it was great to relax after our long journey down from South Yorkshire and after our days adventure in the beautiful Welsh countryside. The food served in the bar was freshly cooked and served hot. Every meal we had was delicious. As we were a hen party of 10, we were kindly offered the Mallard Room as a separate area away from guests to enable us to do our Hen Party type games etc which was nice so we could decorate the room and enjoy ourselves without annoying other guests, not that we were rowdy! The spa treatments were a welcomed surprise too and the massage therapist was warm and very very friendly. We fell in love with South Wales and will definitely be back again in the future. This hotel is a great location for being between Cardiff for a great night out and the rest of South Wales which offers a plethora of outdoor pursuit activities from the coast to the countryside. Check out my other reviews to see what us hens got up to and to see what you can do if you visit. Thanks for a great stay.

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 you and your party enjoyed your stay. I will pass your kind comments onto the team who will be thrilled. I look forward to welcoming you back on your next visit to South Wales for another action packed weekend. Kind regards General Manager

"Ideal setting for a TV film set in the 1970s."

3
06/07/2016

The staff were most helpful in assisting me to park my large vehicle. Bedroom No. 1 was easy to access- walk through a lobby, through a bar, through double doors, down a dark narrow corridor, turn right, through another double door, up a stairs, through a double door, down a narrow corridor, through another double door, and down a narrow corridor. The room did not have the benefit of an interior designer- Just magnolia walls. The bathroom was recently renovated, a quite attractive. We didn't eat in the dining room because somebody organised a disco in the adjoining room- a pane of glass away.

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 found our staff helpful. I am sorry you found the walk to your room a little long. In terms of the bedroom your bathroom has been refurbished and the bedroom is due to be refurbished as part of our planned programme. I am sure you will see a massive difference once this is completed. I do hope you return in the future for a stay which exceeds your expectations. Kind regards General Manager

"Needs updating"

3
06/07/2016

Staff were very friendly and attentive and could not be faulted, however, this hotel needs updating. We were directed to a room through the bar area, once out of the bar the corridor smelled strongly of chlorine, presumably from the swimming pool along the corridor. The room had poor lighting and the floor boards creaked when you walked. The room smelled of stale smoke although we had requested a non smoking room. When showering the bath was creaking and felt like it was going to collapse. The bar area had a musty smell like an old B & B. The breakfast was ok although the scrambled egg tasted like the boil in the bag rubbish. We got a reasonable price but I would definitely not be happy if I had paid the published price. Could be good with the excellent staff but needs some money spending in my opinion.

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 friendly, attentive and could not be faulted. The standard bedroom are part of our current refurbishment programme and both the bedrooms and bathrooms will be refurbished to a very high standard when complete. In terms of our breakfast, all our food is freshly cooked, with fresh locally sourced produce. I am sorry if it did not agree with your tastes. I will pass on your kind words to the team who will be thrilled and I hope to welcome you back in the near future. Kind regards General Manager

"relaxed environment"

5
06/07/2016

Booked trough woucher, asked for a superior room, witch was beautiful with a huge king size comfy bed and the upgrade was a bargain, so reasonable, worth every penny. Super fast wifi. Meal was included, dinner was excellent, paté was heavenly, steak cooked to perfection.Compliments to the Chef and to the lovely people served us. Spa is really nice and has long opening hours.Massage was great, masseuses were lovely. I would love to be back as soon as we can.

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 you enjoyed every aspect of your stay including the meals, spa, treatments and your room. We would love to welcome you back in the future Kind regards General Manager

"Business trip"

4
01/07/2016

Although the outside of the hotel may not look very welcoming, inside its a different story. The staff are very friendly and helpful.The room I had was large and clean with a refreshed bathroom with a great shower. Wifi quick and efficient. I ate in the restaurant which had a good menu but the bar meals looked really nice and good value so I would eat in there next time (just a personal preference nothing wrong with the restaurant). Used the pool, which was nice and not busy. Overall very good hotel, will be using again on next trip to Bridgend.

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, thought the staff friendly and enjoyed your meals. We look forward to welcoming you back on your future business trips to the area. Kind regards General Manager

"Spa afternoon"

4
29/06/2016

Recently visited for a spa afternoon for my grand daughters 21st birthday. The staff went out of their way to make her day a special one. Thank you to you all. The cream tea was delightful. It was a really relaxing afternoon.

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 you enjoyed your spa day and the cream tea. We look forward to welcoming you back in the near future. Kind regards General Manager

"Anniversary "

4
27/06/2016

My husband booked the modern bridal suit for our 3rd anniversary with spa treatments and a meal. Apart from walking through a meetings room to get to it the room and the bathroom was amazing. Spa and pool was lovely and couldn't fault the meal. Wasn't our first over night stay as I've been to several functions and I've never had an issue at all. Staff very 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 enjoyed your stay, meal and spa treatments. I am also pleased to read this wasn't your first stay and you've always been happy. We look forward to welcoming you back in the future. Kind regards General Manager

"Bridal Suite "

1
20/06/2016

I booked a room for my wedding night on 18th June and was given a complementary upgrade to the bridal suite (old fashioned room) and was told if modern room became available I would be swapped over. I checked 2 weeks ago and it was confirmed I was keeping the older bridal suite which was fine. My husband to be checked us in on Sat 18th and was given a normal room. On phoning the hotel I was told that our room had been given to someone else and there was nothing that could be done we could not have it. Whilst we were given a discount on the room allocated it was most upsetting that on what should have been a special night we were treated like this and our room was given to someone else. 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 not have been received a complimentary upgrade to our Bridal suite, the room you stayed in was one of our refurbished superior bedrooms. We include the bridal suites in our wedding packages and therefore must ensure they are given to the brides who's weddings take place at the hotel. I am sorry for the misunderstanding and not being able to give you a complimentary upgrade. I understand our duty manager spoke with you and gave a 50% discount on the rate. I hope you will give us the opportunity to serve you in future with us exceeding your expectations. Kind regards General Manager

"Spa Break"

4
19/06/2016

Treated my partner to a spa weekend for her Birthday, and we both really enjoyed our stay, the treatments were excellent, and the evening meal was very good, all the staff are professional, and very polite and friendly. The hotel could probably do with a bit of a refurb, as it does a a bit of a dated feel to it, and then it will be worthy of full marks. Thanks for a lovely relaxing break, we will definitely be back 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 you enjoyed your spa break and thought the staff were friendly and professional. I will pass your comments on to the team, who will be very pleased. The hotel is in the process of refurbishing its standard bedrooms, which would finish the hotels refurbishment programme. We look forward to welcoming you back possibly in one of our newly refurbished bedrooms. Kind regards General Manager

"Nice, comfortable hotel with great leisure club"

4
19/06/2016

We chose a superior room, and were very happy with it - nice and roomy with a sofa. Only issue was that the TV didn't work, due to antenna problems, apparently. It was very quiet without the TV! The leisure club was very nice - lovely pool with LED lights in the ceiling. Sauna was incredibly hot, and so too the steam room. Very nice and modern.

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 were happy with your superior bedroom and thought the leisure club was great. I apologise for the TV not working, we had an interruption in the power supply during the evening, which caused a problem with the TV's central distributor, we were not able to repair ourselves so we called an engineer out immediately. They came first thing the following morning and repaired the distribution board resetting the TV's. We look forward to welcoming you back to the hotel in the near future. Kind regards General Manager

"Getting worse"

1
15/06/2016

I have stopped in this hotel on numerous occasions and I have noticed it is getting worse on every trip. This week I experienced a powercut in my hotel room as part if the hotels electrics failed and a fire alarm going off as a false alarm at 3 am. I have had to send the food back from the breakfast and evening meal. When I complained about the service and the fact that I was not happy with the service the receptionist was adamant that there was no refund and she had stayed in hotels three times before and never being refunded including premierinn. Now I know that Premier inn guarentee a good nights sleep as do Holiday inn and As I stay away from home a lot through work. I doubted this very much and slightly challenged her on this. She then walked off saying that she could not cope with my my complaint. Well if you cant cope with a customers complaint then you shouldn't be in the job. I will be looking for alternative accommodation in future.

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 unhappy with the service you received from the hotel. I have investigated the matter with the receptionist and the manager on duty, I understand the electrics in the section of the hotel you were staying in did 'trip out' during your stay and once reception were aware of the issue, the duty manager immediately put the trip switch back on and all electric's were returned. At 3am the fire alarm was raised, thankfully there was not a fire, however this was a genuine fire alarm and not a false alarm as you have suggested. I understand when you spoke to reception and asked for a full refund she called for the duty manager as she is not authorised to do this. The duty manager did not give you the refund but did offer additional Best Western Loyalty Card Points to the appropriate level, which he understood you were happy with at the time of departure. I am sorry we were unable to give you a unbroken night sleep on this occasion, but do hope you will return to the hotel for a stay that exceeds your expectations. Kind regards General Manager

"Bike trip "

5
13/06/2016

We stayed at the hotel for 3 nights and found the staff very friendly and helpful we ate at the hotel for 2 nights and the food was excellent and very well priced.the rooms are spacious and comfortable can't wait to go back 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 you had an enjoyable stay and thought the food was excellent and priced well. I am sure you had a lovely time on your bikes as there are numerous bike trails in the area both coastal and into the countryside. We look forward to welcoming you back in the near future. Kind regards General Manager

"Friendly and good value"

4
13/06/2016

We normally stay in a holiday cottage when we visit the area but this was a short stay and we needed somewhere quickly. This offered good value for money and has excellent facilities including a pool and sauna which are included with the room rate. We arrived late and decided to eat at the hotel and were very pleased with the quality of the food and the service. The room was large with a separate seating area with TV and usual en-suite bathroom and shower. All very clean and comfortable. Breakfast was included and again well presented and a good selection of fruit toast cereals and cooked food available. 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 to read you had an enjoyable stay, enjoyed your meal in the evening and breakfast. We look forward to welcoming you back in the future. Kind regards General Manager

"Almost perfect"

4
12/06/2016

I decided to treat myself and stay in the suite. I only found out afterwards that it is if fact the honeymoon suite!!. For the extra few pounds it is well worth booking as you get a large lounge area to relax in. You also have access to an outside area with table and chairs weather permitting. The bathroom is pretty glam but the disappointing part was that the jacuzzi bath didn't work. The room is a bit of a trudge to get to with the last part being where you have to walk through the hotel boardroom and the entrance to the room is in the corner but, despite these quirks, a nice quiet room where you can relax in comfort.

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 in our bridal suite and would recommend this room. I am sorry the Spa bath was not working during your stay, this is obviously rectified at the earliest time we are able to complete the repair. We look forward to your next visit. Kind regards General Manager

"Wonderful Last Minute Break??"

5
12/06/2016

My partner and I booked a last minute spa stay here to de-stress! We must admit - at first we thought, how can somewhere sound so great and be available last minute? However, when we arrived - our opinions had changed. We were greeted by a lovely receptionist who did everything in her power to help us and accommodate our stay. Our room was wonderful - gorgeous in fact and so relaxing! Everything you need. We stayed in room 64! The spa was incredible - we relaxed for hours on the recliners after an hour or so using the facilities!! We used both the bar and the restaurant in which both were amazing - thankyou!! We would definitely recommend this hotel to anyone who is in the area or wants a weekend get away and we will definitely be booking again next time we want a last minute get away! Once again, Thankyou for having us - we thoroughly enjoyed our stay!

Heronston01, General Manager at BEST WESTERN Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for you kind review, I am pleased you had a relaxing stay, enjoyed your meals and the spa. We look forward to welcoming you back and thank you for your recommendation. Kind regards General Manager

"Nice friendly spot"

4
09/06/2016

Stayed on business to work with a colleague, very pleasant hotel with nice surroundings, accesible from the motorway very easily but far enough so quite tranquil. Some nice pubs not too far away and if your like me and into running there are some nice country lanes to go for a wander on. Close to the coast as well, i will definately be using this one 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 and will definitely be returning. We look forward to welcoming you on your next visit. Kind regards General Manager

"Spa treatment day"

4
07/06/2016

My fiancée received vouchers to have a spa day for here back in January. After a busy and stressful couple of months she booked it for the two of us to go on the 6th June 2016. My first spa experience. We arrived 2 hours before treatment so we could use the pool, jacuzzi, sauna, steam room and relaxing room (The Wren). The staff were friendly, happy and helpful on arrival. You're given a robe, towel and slippers (one size fits all), the slippers were tiny, on arrival. You're also given forms to fill in with menu choice for the lunch. We used the jacuzzi and pool to start. This is a nice area with mood lights and a relaxed vibe. So it was spoilt a bit when a family come in with little kids with arm bands on, just being kids but not the right environment!! My fiancée feels there is too much chlorine in the pool as her eyes were sore and this happened to her on a previous visit here. Still enjoyed the facilities though. Just need more loungers in the pool area. We then used the Wren relaxation room. Nice relaxing room where you can lay down and close your eyes. Bit odd walking through main hotel in robe and still wet to get to it. But we liked it and you can order drinks to the Wren room. We returned to the pool area ready to get called for our treatment. We went for our massages (picked when booking) the messages were so good and the girls were lovely. After treatment we went for our lunch, both choosing the cajun chicken baguette which was delicious! This was the end of our visit. Even though we could have continued to use the pool etc we wanted to go out and enjoy the sun, which we did feeling really relaxed. I love that there is something like this in Bridgend and we don't have to travel to Cardiff for such treatment. Lovely hotel and environment. Slightly dated in parts but still lovely. I'd return

Heronston01, General Manager at BEST WESTERN Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for taking the time to write this kind and extensive review. I am pleased to read you enjoyed your stay and would return to the hotel in the future. We look forward to welcoming your back.# Kind regards General Manager

"Good hotel great staff"

4
05/06/2016

I'm down in Wales for 6 months so have utilised this hotel previously and have returned this time The rooms are a good size and the indoor pool and gym is a bonus Most impressive is the staff who go out of their way to help you I'm on business in Bridgend so all I want is a nice meal and a drink after a long day and the comfy bar area and good quality food has all I need Well I am here until Xmas!

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 feel the staff go out of their way to help you and you are enjoying the meals received. We look forward to continuing to serve you well during your extended stay. Kind regards General Manager

"An enjoyable stay"

4
05/06/2016

At first glance the hotel is tired and could do with an upgrade. This is more than made up for by the excellent staff. We were given the honeymoon suite (41 years late!) and I have to say it was beautiful. We enjoyed a drink on our own terrace overlooking the lovely garden area. Breakfast was ok but again could do with an upgrade as people expect so much more these days. Again, the staff at the restaurant couldn't have been more helpful. A big thank you for a most 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 you enjoyed your stay and I will pass your kind words onto the team who will be very happy. We look forward to welcoming you back in the near future. Kind regards General Manager

"Food excellent"

4
28/05/2016

I went to this Hotel for a night with my friend for a spa. It was lovely the spa had mood lighting. There were a lot of people there for a hen night but they were only laughing. The food was absolutely brilliant and really tasty. The service was excellent. I would recommend it to anyone. Breakfast was lovely too.

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 spa day, thought the food was excellent and would recommend us. We look forward to welcoming back to the hotel in the near future. Kind regards General Manager

"Welcoming and Relaxing"

5
26/05/2016

We stayed here last weekend as a party of 6. We enjoyed every minute at this hotel, All members of staff were so attentive and always on hand to help/check everything was in order for our stay. The afternoon tea was absolutely amazing, the waiting staff made sure our tea/coffee was topped up and the cakes were beautiful. Our Evening meal was delicious and the lovely Chef even catered for our picky eater too - nothing was too much for this hotel and its staff. The Spa and the treatments were particularly enjoyable, the ladies in the spa are so down to earth and having a massage in the treatment rooms was exactly what we needed to end our weekend perfectly. I will be a returning customer to this hotel, I couldn't fault it at all.

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, including the meals served and spa treatments. I will pass on your kind words to the team. We look forward to your return visit. Kind regards General Manager

"Noisy hotel "

3
24/05/2016

The best thing about this hotel are the staff. The reception staff are friendly and helpful. Now for the rest of the hotel: Negatives: - in need of an upgrade, very dated - beds very uncomfortable I ended up waking with a bad back - gym tiny, hot and looks like something someone would throw together in their back bedroom. Very little equipment - night time you hear guests talking around the hotel and in the bar, avoid the rooms I unfortunately was given right by the bar doors - chambermaids like to have a full blown loud conversation in the guest room corridors early in the morning so I not only got to sleep late due to guests noise, but was woken up at the crack of dawn by noisy chatting maids and hovers blasting away Positives: - iron and ironing board in the room, all business travellers I'm sure would agree this is great - spacious guest room even if it is dated - powerful shower - friendly helpful staff All in all not the best I've stayed in by far but the staff are lovely.

""Amazing""

5
22/05/2016

Stayed here yesterday a party of 6 for my birthday.What an amazing time had by all. From the time we arrived to leaving. The staff were very pleasant our room was fantastic. The beds were sooooo soft and very comfy. We had interlocking rooms which was fab. We also had afternoon tea which was again delicious. I have to give my compliments to the chef our 3 course evening meal was nothing short of perfection and also catered for my fussy daughter. We had an amazing breakfast followed by treatments, the girls were so welcoming and we all really enjoyed. Will be 100% be returning. Thank u so much 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 really pleased you enjoyed your stay, afternoon tea, meals and treatments. I will pass you kind words onto the team, who will be very happy. We look forward to welcoming you back in the near future. Kind regards General Manager

"Unfortunately lived down to our expectations."

2
22/05/2016

Having been recently disappointed by a stay in another Best Western, we were hoping that the chain would redeem themselves on this occasion. Unfortunately our already low expectations were not met thanks to the oppressively hot room (no air con), dated and shabby decor, an unpleasant odour when entering the room and an "interesting" public bathroom style toilet roll holder. The afternoon tea was pleasant and we were impressed with the gluten free option provided. Unfortunately breakfast the following morning was a complete shambles, insufficient tables and with slow re-stocking of hot foods, assembling a complete cooked breakfast proved impossible. The over-priced bar stocked a good selection of fruit ciders (although the same cannot be said for the range of beers and ales) and all staff we approached were friendly and helpful. Unfortunately the strengths do not outweigh the significant shortcomings of this hotel and our stay has confirmed Best Western is a chain Best Avoided. We will certainly not stay here, or at another of their hotels again.

Heronston01, General Manager at BEST WESTERN Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry we did not live up to your expectations on this occasion, but pleased to read you enjoyed afternoon tea and were impressed with the gluten free option provided to you. We hope you will give us the opportunity to serve you in the future, with a much improved experience. Kind regards General Manager

"Super Sunday Lunch"

5
18/05/2016

We had Sunday lunch for 26 people and the food and service was excellent and very good value for money. The staff were both friendly and helpful and helped to make a special family day (Christening) very special.

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 Sunday Lunch on this special occasion. We look forward to welcoming you back in the future for meals or hosting other special occasions. Kind regards General Manager

"Highly recommend!!"

5
17/05/2016

Can't fault what we got for our money, had an offer from wowcher. Rooms are slightly dated but all clean & comfy! Food was 5* couldn't fault it one bit. First lady we seen at check in wasn't too helpful but all other staff were welcoming and friendly! Spa & treatments very relaxing. Only downside to our stay was that we had 2 different hen parties adding upto over 20 women ruling the spa so was difficult to make use of all facilities. Will must definitely be returning again!

Heronston01, General Manager at BEST WESTERN Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for taking he time to write a review. I am pleased you enjoyed your stay and thought the meals served were 5*. We look forward to welcoming you back in the near future. Kind regards General Manager

"Top notch anniversary Spa Break"

4
14/05/2016

Booked in to the Heronston Hotel and Spa in Bridgend,The young Blonde receptionist was very helpful and welcoming.We decided to upgrade our room as it was a special date for us.Glad we did wasn't disappointed at all.Very comfortable bed,lush bathroom with black sparkly floor tiles.The evening meal was of a high standard the waiting staff were spot on polite. We then ventured to spa where we sampled the Steam room sauna and spa pool all the facilities were up to date and the place was well run.In the morning we had massages booked unfortunately one of the masseuse was unable to give a massage due to a sprained wrist however we were offered alternative treatments and all in all the quality of the treatments and staff were great.We then had breakfast and we could not fault the array of breakfast dishes to choose from after we had our breakfast we could hardly move such was the quality and quantity of the meal very satisfying and had us well stuffed for the rest of the day. We will certainly come back again as we could not find any fault with this establishment whatsoever so if you are thinking of booking go ahead you will not be disappointed.The outside of the hotel has a 1970`s look about it but once inside you will be glad you booked. Dont let the outside appearance put you off

"Very Nice!"

5
10/05/2016

Despite the slightly dated exterior - the Heronston is a really lovely hotel. Placed within a few miles of Bridgend town centre, the M4 and a few miles drive to the beautiful Ogmore beach I found friendly staff, clean rooms and a cosy bar. The restaurant serves excellent food and you are looked after very well. Plenty of parking. My room (executive double) was spacious and, I think, recently refurbished with a good shower. I didn't get time to use the pool and spa which is complimentary.

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 were happy with your stay, thought our food excellent, hotel clean, bar cosy and our staff friendly. I will pass your comments to the team, who will be very pleased. Kind regards General Manager

"Weekend in Bridgend"

4
10/05/2016

Received good service from all staff we came into contact with. Wide selection of good food for breakfast. Good comfortable rooms and bed. A bed was provided for our dog and plenty of grounds to exercise her. Ample parking space. Hotel not far from town centre and coast.

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 received good service, good food and liked your dogs bed! We look forward to welcoming you back. Kind regards General Manager

"Hen weekend"

5
08/05/2016

Just got back from an overnight stay here. I was the bride to be of a hen party and there was 11 of us. We all thoroughly enjoyed our stay!! Staff were very friendly and helpful always happy help and offer their services. It was well maintained clean and tidy. Rooms were comfortable spa facilities good and treatments amazing! Food was exceptional we were all very impressed and all said we will be returning thanks for having us

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 we were able to be part of your special celebrations and I am pleased all your party enjoyed themselves. I will pass your comments onto the various departments mentions who will be very pleased. We look forward to your return visit. Kind regards General Manager

"Tired and slow service"

2
08/05/2016

Hotel past its best looking tired. Room was large and well equipped with en suite, free-view tv and free WiFi. Mattress was thin and cheap. Bar too crowded to be served so went to local pub for drinks and excelent dinner. Fire exit from hotel to car park was left wide open all the time so anyone could enter hotel without passing reception. Could be great security risk. Several guests came in this way and up to room with take away food

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 fully satisfied with your stay and the bar was to busy for you to enjoy fully. I hope you will return in the future and possibly stay in one of our refurbished bedrooms. Kind regards General Manager

"Handy for ~Bridgend"

4
05/05/2016

This Best Western Hotel is rally handy for Waterton Industrial estate where I am based at present. Its very clean and the rooms and facilities are just what you need after a long day at work. The spa if good and clean and the gym although not the largest hotel based Gym is fully equipped and serves a purpose. I would strongly recommend this hotel for the Bridgend area

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 would strongly recommend the hotel and are enjoying our facilities. We look forward to your return visits. Kind regards General Manager

"Relaxing Break"

3
05/05/2016

We stayed in a superior room which included breakfast and an evening meal. Our breakfast experience was, on the whole, very disappointing, and left us rather dissatisfied. On arrival, our room was extremely cold and unwelcoming. On the first morning at breakfast, we had to ask for the bread to be replenished, no plates were available for the toast, no honey for porridge (the waitress apologised and assured me that there would be some available for breakfast the next day) On the second morning, the breakfast experience was worse. Initially, there was no tables ready, and then no bread and plates for toast, no fruit salad, bananas and pastries. There were no cups and mugs for tea/coffee and no white sugar to use. Sadly, the promise of honey didn't happen and we had to manage without. The cooked breakfast was just warm and wasn't as hot as it should have been. When clearing up the table, the male waiter tipped a glass of juice over my wife's leg, though didn't seem appropriate for him to apologise or to get a cloth to try and dry her trousers. At our evening meal, the bread rolls were very hard and unpalatable, also my wife found a piece of plastic in her soup, she told the waitress when she came to clear the dishes and she said she would inform the chef and get back to us, though this didn't happen as if we seemed to be unimportant and the staff appeared not to care about the health and safety implications of finding plastic in a dish of soup. It just seemed that the staff were rushing around but seemingly not getting the basics right, and to my mind, they seemed quite disorganised. I am sorry to have to complain about our stay, but we were so looking forward to this break and breakfast/dinner are the key, basic elements of a hotel stay that should be spot on. We also had a problem with the mixer tap on the bath, it had no adjustment and was on hot permanently, and it was lucky that we tried the water prior to getting in the bath and having a major disaster, clearly a health and safety issue, especially as we had our 4 year old granddaughter staying with us. The only way to use the bath was to run the hot and simultaneously run the shower on cold to obtain a suitable water temperature. Fortunately, the maintenance man came to fix the problem on the Tuesday after I had reported the fault to Reception. He had to buy a new tap and replace the faulty unit, though I thought this fault should have been reported and resolved before a guest had to report it. On the positive side, our spa treatments were great and we must thank Rhiannon for her professionalism and being such a warm and friendly person. I feel very disappointed with our stay and must say that it put a damper on our break at the Heronston Hotel. I look forward to your comments on this matter. After writing to the hotel, thee General Manager, Carolyn Powell, replied by E-mail apologising for the problems and, as a good will gesture offered us a complimentary 3 course Sunday lunch in the Crane Restaurant, which we accepted and availed of on 17th April with my son, wife and children.

Heronston01, General Manager at BEST WESTERN Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I can see we have responded directly to you and you have returned for lunch. We look forward to you returning for a spa break in the future. Kind regards General Manager

"Could do better!"

3
04/05/2016

Visited in a group in April and rooms were spacious. Some had hot water problems. On the first night the bar was manned by a young man who was overwhelmed and substantially incompetent. Overall, adequate but not great. Will not return.

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 not fully satisfied with the service you received. The feedback you have given will help us to improve standards and identify any further training requirements. I hope you will consider returning in the future and we would welcome you back to show you the true standards of the hotel. Kind regards General Manager

"Great value for money "

4
04/05/2016

We stayed at this hotel as a friend had a party there. We liked the gym and pool facilities and although the room was basic it was clean. It was a busy night at the hotel but the staff were all very friendly. We liked the vibe of the hotel - it felt welcoming and well organised.

"Great accommodation"

5
02/05/2016

A great place to stay. Good leisure facilities and great restaurant. Friendly staff and a great place to have a wedding or function. Well worth a visit. Ideally situated for all local attractions. 10 minutes from M4

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, thought the staff friendly and our location good. We look forward to welcoming you back to the hotel in the near future. Kind regards General Manager

"The Heronston"

3
28/04/2016

The Hotel is well situated, and just 10 minutes from Bridgend railway station. Good points There has been some refurbishments which have brightened an otherwise tired Hotel Great pool and leisure area! Breakfast on the Monday was OK Bad points It was expensive for what was! £107 p.n. Buffet Breakfast on the weekend is not so good. Creaking floorboards

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 liked the area of the hotel we have already refurbished and liked our pool and leisure area. Our refurbishment plan's cover the continuation of the standard bedrooms which will see the hotel completed. I hope you will return in the near future, possibly to one of these bedrooms. Kind regards General Manager

"Excellent customer service"

5
25/04/2016

I had a fantastic stay here. The Staff were very attentive and customer serviced was second to none. We had particularly good service from Tara, Mark and Dan. The facilities were clean and well kept. The Spa had a lovely atmosphere and it was well maintained. The rooms were clean,neat and adequately stocked with tea & coffee supplies. Overall, I had a lovely stay and would definitely recommend the Heronston Hotel.

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 staff, and the team will be thrilled at your comments, especially Tara, Mark & Dan. We look forward to welcoming you back in the future.# Kind regards General Manager

"Lovely staff"

3
21/04/2016

Such an eclectic mix of 80's motel type feel of car park and rooms, opposed to elegantly furnished restaurant and conference rooms. Good food but holes in the sheets. Rooms are clean and bathroom very well appointed, probably refurbished, bed is comfy and blackout curtains work a treat. Furnishings and decor are dated, it's not that they don't match they clash, which doesn't affect the comfort of the room but doesn't give a good impression. Everything you need, kettle and tea/coffee, toiletries, iron, flat screen TV, hair-dryer is provided which is great. I stay in hotels fairly regularly for work and leisure and have stayed in hotels which were worse and many which were better. For the price I'd expect a higher spec. There are hotels in central Cardiff offering much better facilities for £20 less which is a factor I take into account. I'm sure this hotel is great for functions, good parking facilities. Food is really great, staff are lovely. Rooms, corridors and bar area are so 80's and in need of an update, in fact on reflection, it could be an attraction?. For people with mobility issues you need to ask for a ground floor room as there's no lift and because of the rectangular layout of the premises, you may find it's a long, convoluted way to your room so ask for one near the reception. Reception staff were friendly, nice and helpful on arrival and departure.

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 thought our staff were lovely and you liked some of the refurbished areas of the hotel. All public areas and the superior bedrooms have been refurbished along with some of the standard bathrooms, this refurbishment programme is continuing thought out the hotel until all bedrooms have been completed. I hope you will return in the future to a fully refurbished hotel. Kind regards General Manager

"Chill Out Night"

5
20/04/2016

Had a great one night stay at this cool Motel/Hotel.The staff are friendly and helpful and I got a clean super comfy executive room with gardens to chill in the sun.The pool was relaxing not to busy with a sauna.The restaurant served me a delicious salmon and I felt very comfortable dining alone. Enjoyed a few beers in the bar in the evening in a relaxed atmosphere and they have sky sports.Breakfast was good too and there's plenty of places of interested of you want to venture out.I decided to go for a sports massage and the girl Dee was very professional.There rates were were reasonable and I had real good time.Steve Cardiff.

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 time, thought the staff friendly and your meals good. We look forward to welcoming you back to the hotel in the future. Kind regards General Manager

"Outstanding "

5
20/04/2016

I booked this hotel for Mrs birthday . One word outstanding. The staff was brilliant. Rooms was very clean and would definitely return. We had a great time in the pool area with steam room etc .The food was fresh and we'll presented.

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 a lovely time and thought the staff were brilliant. We look forward to welcoming you back in the near future. Kind regards General Manager

"Great for a break"

5
18/04/2016

We had a thoroughly enjoyable break at the Heronston. Excellent staff, comfortable rooms, good food and a great pool. What else do you need? Oh, and the prices are very competitive as well. Lots to see and do in the area, can't wait to return.

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 you enjoyed your stay and are looking to return. We look forward to welcoming you back in the near future. Kind regards General Manager

"Spacious room, excellent breakfast and service and relaxing spa"

5
17/04/2016

We booked a spa break as an escape for the night for my birthday and we had a fabulous stay from start to finish. We were greeted and looked after well by the reception staff, and our first floor room was spacious, very clean and well maintained with an excellent bed and a view of the gardens. We used the spa in the afternoon, a little small but very relaxing and the mood lighting was pleasant. Luckily we had the pool and spa bath to ourselves so it was a real luxury. Following a good nights sleep we enjoyed a freshly cooked table service breakfast from a fantastic waitress, very friendly and very helpful with menu choices and options. Excellent Welsh breakfast with good quality and well prepared bacon, sausage and the fried egg was just perfect. My husband enjoyed the laverbread too! We had two express facials before leaving, which were basic but rounded our brief stay off well. Ample car parking, great little bar and the young gentleman was very attentive and good salesman! Don't believe all you read on reviews as we are seasoned hotel critics and this was a great stay, excellent value for money and a faultless breakfast. Ideally situated for visiting Ogmore, Bridgend Designer outlet, and attractions in the Vale. We will 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 please to read you had an enjoyable stay and are looking to return. We will look forward to welcoming you back in the near future. Kind regards General Manager

"Good Hotel shame about the card issues"

3
15/04/2016

Booked online for the weekend and paid in full upfront On arrival at reception we were greeted rather brusquely by a young woman who checked us in gave us a key There was no asking did we require dinner no mention of the leisure facilities no nothing. We got to our room which was very dirty and dusty It was very old with a stained carpet there was even dust INSIDE the wardrobe I rang down to reception and asked to be moved to another room and was asked to go down to reception We went back to reception and there was a different receptionist there I asked could we possible have an upgrade and how much would it cost. She kindly gave us room 44 which is an upgraded room for the same price. This room was lovely large, modern with leather seating and good furnishings and a gorgeous new bathroom We also had french doors and a patio outside. We did not eat our dinner there and the next morning the hot breakfast was cooked to order and was lovely very good quality The second morning on going down to breakfast we had the cold buffet and were surprised to see that although some guests were eating their cooked food we were told we had to wait as they were going to bring out a hot buffet which was in the process of being set up. We had a wait of about 15minutes until this was set up. The hot buffet was of far lower quality than the breakfast the day before. The bacon was lukewarm and very fatty There were no tomatoes,no fried bread or hash browns either and the beans were few and far between swimming in sauce . On checkout that morning we were told that as my debit card had been preauthorised on arrival, which I had agreed to the amount would be refunded back onto it.The receptionist on departure was the same girl who had upgraded our room for free. She let herself down however by not asking had we enjoyed our stay was the room satisfactory or anything in fact. When we got into our cr and were driving away I looked at the receipt she had given me for the voided amount on my debit card and was absolutely astonished to find the amount taken from my bank account had been £256 !! The room was paid for in advance we had had nothing from the hotel at all ! On the Monday I telephoned the hotel to ask about this as I had checked with my bank and the £256 had been taken from my account on the Friday and had not been returned .The lady I spoke to told me it would be refunded but she could not comment as the system was down!! How convenient. She took my number and rang me backsome hours later. Apparently it is this hotels practice to take your card on arrival(even when you've already paid) and put usually the sum of £50 to £100 per night onto it in case you want extras!! She didn't know why the amount of £256 had been taken from my card as it "seemed a little excessive" How much extras would I have had to have to warrant that amount I have no idea I am still very annoyed about this The money went back onto my card on the Tuesday. What if I hadn't have had that amount in my account? What if a bill had had to be paid that day from my account? What if I had gone overdrawn? I find this an absolute disgrace and very very unwarranted behaviour from any hotel. I am an extensive traveller and have never experienced this before. Pre authorisation of cards usually involves a nominal amount of say 5 or 10 pounds to ensure the cards validity . As our daughter has recently moved to the area we will probably have to stay there again as there are no other hotels in the area but I will not be allowing any preauthorisation of any card again

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 upgraded room. I am sorry you were disappointed with your first room and will speak to housekeeping concerning this. In terms of your pre authorisation on your card we do usually take a pre authorisation of £50 per night, when the room has already been paid for, this is not taken from your card, but held at your bank, the transaction is completed when either the amount on your account is posted or we cancel the pre authorisation. If the transaction is completed with an amount spend the change over to the correct amount is immediate, if the transaction is cancelled this can take a couple of days to release at your bank. I am sorry if this was not explained at he time of arrival. I will again speak to the reception team concerning this. I hope on your next visit to the hotel you will have a fully enjoyed stay with no misunderstandings. We look forward to welcoming you back in the near future. Kind regards General Manager

"Stunning Service"

5
13/04/2016

We travelled as a family of four, so had two rooms for four nights. The hotel is clean and pleasant, and we had no complaints about the rooms. The swimming pool was nice, and the small gym is well equipped. What made this hotel stand out from the many we have stayed in in the past is the truly amazing, friendly, and "we'll try to help" service we received checking in with Natasha, eating in the restaurant and the service received there from Mark, Dan, Sian and Beth. The food is cooked fresh, so our dairy and gluten free issues were handled with relative ease. The staff made this stay so enjoyable!

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, I will pass your kind thoughts onto the team who will be very pleased. We look forward to welcoming you back in the future. Kind regards General Manager

"Good accommodation"

4
11/04/2016

My third stay at this hotel. Excellent, friendly and helpful staff, the room was clean, breakfast and evening meals were very good, ideal location for my stay. I will be returning to the hotel again later in the year.

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 have enjoyed your stay again and are looking to return later in the year. We look forward to welcoming you back in the near future. Kind regards General Manager

"Booked for an Awards Lunch, Amazing Service, Great Food, Absolutely Perfect!"

5
11/04/2016

As Editor of HR News, presenting our first HR Manager of the Year Award and hosting our first awards lunch was an important milestone. We were originally planning to take this event to London, but in the the light of the recent job loss announcements for Port Talbot, we wanted to bring HR Managers into the heart of South Wales where we are based in the hope that it would highlight what a great place it is to do business, show our guests the beautiful Heritage Coast and bring a bit of positive news to the area. I am incredibly glad that we booked the Heronston Hotel, the service was absolutely first class from start to end, the Conference Manager Kelly was incredibly helpful before, after and during the event. The waiting staff were very polite, helpful and friendly, the food choice was excellent and our guests thoroughly enjoyed the lunch. I would recommend businesses consider using this hotel for events without hesitation, in fact we have already booked a future event with them! I'd like to close by saying a very warm thank you to Kelly and her team.

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 you enjoyed your lunch, thought the service was first class and would recommend the hotel to other businesses. I will pass your kind comments onto Kelly and the conference team. We look forward to welcoming you back for your next event and working with you into the future. Kind regards General Manager

"Big Room comfy beds, great service lovely Pool"

5
10/04/2016

I stayed 1 night with my 3 grandchildren i booked a family room and it was huge, a double bed plus 2 full size singles, room clean and airy, tea and coffee facilities iron and ironing board in the room and hairdryer, Wi fi was excellent, and flat screen t.v on the wall, the bathroom could have done with a bit of updating paint peeling off the walls and bathroom had a stale smell of urine, restaurant was excellent the waiting staff very patient and friendly with the children, breakfast was again excellent no complaints, Pool really nice Jacuzzi Steam Room and Sauna all working very well, would definitely recommend,

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 definitely book again. I will get your comment concerning the bathroom paint investigated and resolved as required and will pass your kind comments onto the team. We look forward to welcoming you back in the near future. Kind regards General Manager

"Great hotel, excellent rooms"

5
03/04/2016

I visited here while on business in Wales, I had never stayed before but I would certainly stay again, the upgraded room I had was very nicely appointed, lovely bathroom and comfortable beds. The rooms had clearly been redecorated recently from the faint smell of new carpet, very impressed. The restaurant was very quiet on my visit, the waiter was very attentive and the food was excellent and very well presented. I would thoroughly recommend staying here, this is why I always try to use Best Western hotels.

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 were impressed by the hotel, thought our bedrooms comfortable and well appointed and the food and service were both good also. We look forward to you returning on your next business trip to Wales. Kind regards General Manager

"Very good."

5
02/04/2016

I have stayed at this hotel on a number of of occasions in relation to my work. Rooms are always well prepared and the food is well made and presented. The hotel has a very good pool and steam room and adequate gym facilities. Good wifi cover and friendly staff make staying at this hotel an enjoyable experience.

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 stayed with us on a number of occasions and find the hotel to a good standard. I am happy to read you have found our WIFI to have good coverage, the system was recently updated so hopefully the coverage is even better now. We look forward to welcoming you back in the near future. Kind regards General Manager

"Spa Stay "

3
02/04/2016

Visited over the Easter Bankholiday ! Fab time again ! Upgrade to room and fab food , lively relaxing time in pool area Treatments included ! Very good value X super deal with hotel. Will be returning again . Room clean and decorated to. A good standard ! Staff friendly and helpful ! Lovely small restaurant and food to good standard .

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 a 'fab' time, enjoyed your meals and your spa treatments. I will pass your kind comments into the team who will be very pleased. We look forward to welcoming you back in the future. Kind regards General Manager

"Dog Friendly????"

3
31/03/2016

It is a dog friendly hotel but we were unable to sit in bar area to have a drink or food before 9.30pm. We have to small children so can imagine it is to late for them to eat. Had to sit in reception and eat pizzas out of a box not a plate. Not very good really.

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 you were disappointed not to be able to eat in the bar area with your dog. The bar area is a food service area and therefore we are unable to let pets into the area. We are classified as a pet friendly venue as we have an area for your pets to exercise at the back of the hotel and we provide pet beds and bowls in the bedrooms. In terms of the pizza we usually deliver this when ordered as room service in box's with the addition of plates etc. I will investigate why you did not receive the plates and cutlery as is our normal standard. Kind regards General Manager

"great value"

5
29/03/2016

excellent value for money . willing and able staff . you will not believe what you get for the money and the location and type of accommodation was great . who make these surveys 200 words ?? i do not normaly fill in this 200 word survey as how many words does it take to say great great great .

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 have an enjoyable stay, thought we were excellent value for money and our location was good. I will pass your comments onto the team would will be very pleased. We look forward to welcoming you back in the near future. Kind regards General Manager

"Hotel and spa stay"

4
24/03/2016

My wife and I took advantage of a living social 2 night offer with breakfast both days 1 evening meal and 2 spa treatments with upgraded room. We found the staff very friendly on arrival and the room was a good size recently refurbished, nice sized tv tea coffee etc. The bed was large and comfortable and we both slept well. The indoor pool was a good size with steam room and sauna available, we didn't visit the gym. Breakfast was a selction of help your self drinks machine juices cereal hot food and you could order scrabbled eggs, salmon, etc from the staff. The dinning room could not cater for all the guests and late arrivals had to use the lounge area. We found there was plenty of choice cooked reasonably but nothing exceptional however the 3 course evening meal was another matter there was a good choice on the menu and each course was of a high standard and very enjoyable. The spa treatments we decided on we're a massage which lasted about 20 minutes and we both recommend it very relaxing. The weather was horrendous rain for both days of our stay but we thoroughly enjoyed it and will be returning 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 to read even though the weather was not good you enjoyed your spa break at the hotel. I will pass your kind comments concerning the staff onto the team who will be very pleased. I look forward to welcoming you back in the future. Kind regards General Manager

"Lovely "

4
16/03/2016

I stayed here due to business and I wanted to relax the night before. I arrived at the hotel late evening I was greeted welcomed by reception they give me my room number after trekking to find my room I was disappointed with the lack of lighting and as I was going for a interview the following morning I needed lighting to go over work I came back down to reception and explained and they were more than happy for me to stay in a different room. The room was lovely and clean couldn't fault anything ! Breakfast was nice lovely atmosphere and will return again :) Thanks guys ! X

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 we were able to help and that you liked your room. I am also pleased to read you will return again and we look forward to welcoming you back. Kind regards General Manager

"Lovely Hotel"

5
15/03/2016

Friendly staff, near to all areas that I wanted to visit. Restaurant Manager very helpful. Spent some time in the Spa area and it was the best Steam and Sauna I've been to for a long time. Swimming pool and jacuzzi also nice and lovely lounge chairs to chill out on. All in all a lovely 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 enjoyed your stay and your visit to the spa area. We look forward to welcoming you back in the near future. Kind regards General Manager

"Hotel with Spa"

3
14/03/2016

I booked this venue form laterooms as I arrived in Wales quite late that evening on a business trip, I rang ahead and the informed the receptionist that i am currently working at the Science Park and have no clue when I would arrive at their establishment, to which she replied We are only accross the road to where i was working, and the front desk is always manned to don't worry about getting in. I arrived later, ample parking facilities was greeted by a lovely lady, who saw I was very tired kept the formalities nice and sweet and I was off to my room, which I would say is average, nice newly laid carpet but the bathroom was somewhat out dated. Woke up in the morning went down for breakfast, again well greeted taken to a table and was informed of the selection of fruits and cereal options and a menu for the cooked, and a full English as you do cocked nice and was a nice start to the day checking out was nice and easy, had I wanted to stay another few nights then would diffently have to use the spa and swimming area. I would rate this 7 1/2 out of 10

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 felt the staff lovely, breakfast was good and would have liked to use the spa and swimming pool. IN terms of the bedrooms, all our standard rooms are part of a refurbishment programme which we are currently working on. I hope you will visit again and maybe stay in one of our already refurbished superior bedrooms or a new standard bedroom. Kind regards General Manager

"Spa facial"

3
12/03/2016

While asked to come to my appointment ten minutes before...I was made to wait in the corridor.... Although the facial I received was very nice...not the best I've ever had....but was in & out within twenty minutes.... 5/10...room was very pleasant and young lady very nice. Won't be coming back. Sorry

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 fully satisfied with the service you received. We usually get such good feedback from our beauty treatment I was surprised by your comments. Please do return in the future when I am sure you will received a far superior experience. Kind regards General Manager

"Only disappointment was being charged twice!"

3
10/03/2016

After reading a number of mixed reviews about this hotel, I was slightly anxious about what to expect. To say I was beyond surprised was an understatement. From the moment we got there, the staff were outstanding. We were greeted at Reception with a smile and the receptionist could not have been more helpful or patient with us after our 5 hours of travelling. From start to finish, all the staff were amazing and went out of their way to be helpful and did everything they could to make the stay an enjoyable one. Our room was large, clean and comfortable and that was all we needed as we knew we wouldn't be spending much time in it. The Wedding we were there for was on the Saturday and again, Mark (the Wedding Planner) and his team were truly outstanding and the day and evening ran without a glitch. My only disappointment was when it came to payment. I am used to staying in hotels and a card being swiped upon arrival. However, what I didn't expect was an immediate £100 to be deducted from my bank. When I queried it, I was assured it was just a holding payment and would not actually be deducted - even though it showed as gone from my bank balance. When it came to paying the final bill on the Sunday, the initial £100 had not been deducted as it was only a holding payment. So I duly paid the whole bill. However, when I looked at my bank account, not only had I been deducted for the whole bill payment, I had an additional ' hold' put on the WHOLE balance again. Meaning I had paid the bill twice! I have spoken with my bank and this will not be credited back to my balance for up to 8 working days. Thank goodness we had enough money to cover a double bill and be able to get us back home on our 200 mile journey!

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 lovely stay and enjoyed the wedding you attended. I will pass you comments onto Mark who will be very pleased. I am sorry the pre authorisations was not completed correctly in your case. What normally happens is an amount is pre authorised and once the transaction is completed it releases the pre authorised money back to your account immediately and only takes the transaction amount. The only thing that could have happened would be a mistake was make and the transaction was not completed but put through as a separate transaction. I sincerely apologise for the above and hope this has not marred your view of the hotel. Kind regards General Manager

"Comfortable"

3
08/03/2016

The hotel was nicely located but I have to say that was it. They are advertising that the reception is undergoing an update but I couldn't see much work, if any going on. The room was a good size but unlike most hotels I have stayed in the tv was poor as it only had limited channels. Not a massive thing but if free view is on the to then it should all be there. The food was good especially the pizza. The staff were very helpful and pleasant. Breakfast was good but detail to the crockery would have noticed chips in the cups and plates. The only part of the hotel that looked really modern was the spa area.

"Get Married Here-especially if you have Dogs!!"

5
08/03/2016

There is Miskin Manor. There is Canada Lodge. There is Court Colman. Nice venues for a wedding. But...If you wish to be looked after on the best day of your life, for a fraction of the price, get married, at the Heronston. From the moment I checked in on the Friday, to the moment I checked out on the Sunday,I was the most important person there. That is how Mark Burgess (Deputy Manager) and his team made me feel. The bridal suite is wonderful. My HUSBAND and I sank into the jacuzzi bath, after our special day, with gratitude. Mark was with us from the beginning. From when we booked the date in 2013, to when I was making last minute menu changes! He took the panic away and took all the planning onto his shoulders. He made me laugh, calmed me, soothed my anxieties and allowed our dogs to come to the wedding! "It is your day...do what you like!" was his attitude throughout. I had guests from Kent, Scotland and London. All of them commented on the wonderful hotel, the brilliant staff and how amazing Mark was. "That guy is phenomenal!"my brother, who gave me away, whispered to me on the top table. He is. His team are. The hotel is wonderful. Where else can you get married by professional people who know what they are doing but make you feel like you are the first and most wonderful bride they have ever had? Book it!!

"Excellent hotel"

5
07/03/2016

Brilliant spa hotel. Food was excellent and served quickly. Room was very comfortable. Spa had beautiful mood lights. Very relaxing. One downfall showers in spa cold on our second day. Staff very polite and helpful. Would definately go again

"Loved it"

5
02/03/2016

I stayed at this hotel with my husband and our 5 year old little boy for a little weekend away and I'm so glad we did. The pool was so relaxing, the mood lighting is different but really works after a hard week! We took our dog and it's the only dog friendly place that I've been to that had all the dogs essentials, bed, bowls etc. The main highlight of our stay was Mark, we were greeted by him at reception and he made our little boy feel so special, he was always so polite and eager to help, I'd recommend staying just for him! I would definitely stay again.

"Just the little things"

3
01/03/2016

Popped here on weekend as we had a living social voucher as a gift for xmas. Checked in fine but for whatever reason an evening menu wasnt available. (Just say you'll drop one up to our room shortly!). Originally we were put in room 31 but after girlfriend noted pretty shocking mould around the window and on the net curtains, we had to move. There was also a few steps inside the room that i took a little stumble. That was quite funny actually. We had the massage's which were fab, the girls were very nice and did a good job. The dinner was booked for 8.30 and even though there was only 3 couples all night, the service was slow and did have to ask for things. He was quite young so prob just a training issue. I imagine it must be mega boring too when there's no punters!! Quality of food was lovely. Steak was cooked perfect. breakfast was nice. decent amount of selection and the welsh breakfast was lovely. the gf having a drink in a dirty cup didn't adhere the place to her. The jacuzzi was playing up when we hit the pool after which was a shame. Like i say, its the little things. Its a lovely place, maybe just needs a bit of a kick up the bum. Perfect spot for the likes of portcawl, ogmore, merthyr mawr and even cardiff.

"Fantastic Stay Would Recommend "

5
28/02/2016

Just spent two nights here, room very clean and modern and cosy, good size room also very comfy bed. Lovely food in restaurant and good choose of food on menu. Staff very friendly and helpful. Used the spa on both days very nice. Would happily recommend to family and friends and would return.

"Fine hotel"

4
28/02/2016

An immediately 'comfortable ambience,' very good standard of food, friendly staff and nice rooms with pristine bathrooms. The hotel has plenty of parking, a lovely function room and of course the Spa facilities are included in your package. Situated just outside the main town, the hotel is a central point for exploring the local scenery and attractions and we enjoyed the easy access from the M4.

"dr who's tardis"

5
25/02/2016

the hotel looks so small from the outside but don't be fooled, it is lovely, welcoming, cosy! the pool was lovely and the restaurant was fab, food was tasty and the bed......wow! so so comfortable! be warned, it was so comfy that we slept so late that we missed breakfast, which i think is too early anyway, from 6;30!! nice place

"Best Western Experience"

5
24/02/2016

I stay away with my work on a regular basis and I found that this hotel went above and beyond to make me feel important and welcome. They even got to know what drink to get me as I walked through the door into the lounge area, large latte no sugar and no saucer. I couldn't ask for anything more than that.

"Relaxing fun"

4
21/02/2016

Great hotel if a little dated in appearance. We had a good deal of dinner, bed and breakfast plus a treatment and full use of the facilities. The pool and jacuzzi were great although the whole area could do wit a bit of renovation, the gaffer tape all over the ceiling rather spoilt the relaxing float around the pool. The food was tasty and well presented although I felt the portions were on the small side for vegetarians and it was disappointing not to get any vegetables with the main course. The bed was very comfortable, but there was a continuous humming noise from some kind of machinery (I think our room was over the leisure facility, so perhaps something to do with the pool?) The back, neck and shoulder massage was really lovely and the breakfast was top notch, my scrambled eggs were perfect. I would definitely come back, but I would love to see the leisure facilities upgraded a little.

"Fabulous weekend"

5
21/02/2016

Eight of us stayed for the 2 night spa break, all of us thoroughly enjoyed ourselves. The hotel was warm and clean as were our rooms, we all had 2 treatment in the spa which were lovely and the pool area was really nice and a relaxing area to spend a couple of hours. All of our meals were really nice especially the evening meal which was of a very high standard, we also had an afternoon tea on the Saturday, this was one of the best we've had and between us we've had a lot of afternoon tea's so we consider ourselves experts!!! What really stood out for us though was the amazing staff, everyone of them were so friendly and helpful, they all seem to love their jobs and were a real credit to the hotel. We've all booked to come back next year with a few more and we are all very much looking forward to it!

"Absolutely Fantastic"

5
21/02/2016

I have just returned from a Spa weekend at the hotel. There was 8 of us in total all travelled from Bristol. Nothing was too much trouble. The treatments were lovely, and you were thoroughly looked after. Mark the Manager on Duty went above and beyond for us even as far as 2 bottles of complimentary Prosecco while we waited for our dinner and a free round of drinks after. The rooms were lovely made and all very spacious. I would like to express my thanks to Mark and Dan for looking after us and making us feel at home. Will definitely be returning ??

"Spa weekend with evening meal"

5
21/02/2016

Fantastic stay and we would 100% go back again. We had a spa treatment and 2 night stay in the superior room. The Staff are friendly & helpful especially Dan the waiter, he always made sure we were ok and if we needed anything he was happy to help. The food in the evening was amazing. Would highly recommend someone staying here x

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 will definitely be returning. Dan will be very pleased with your comments. We look forward to welcoming you back in the future. Kind regards General Manager

"Good value"

4
20/02/2016

Just retuned from a pleasant stay at Heronston, Good Spa, nice rooms, decent food, good drinks, good breakfast. Staff were all helpful also. Some of the hotel is still a bit dated but it looks like it's all having a face lift. Top Tip Ask for a 2nd floor room as floor boards are very noisy !

Heronston01, General Manager at BEST WESTERN Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for writing a review, I am pleased to read you had an enjoyable stay and I am pleased to confirm the hotel is going through a complete refurbishment. We look forward to welcoming you back in the future. Kind regards General Manager

"Lynne"

4
17/02/2016

Stayed for one night to go to a local conference. Bar meal was fine. The rooms are ok but very warm so found it difficult to sleep even though heating was not on. Hotel ideal for what we wanted. Large rooms with everything you needed. We did not use the spa facilities but only because we didn't have the time to do so.

"Spa break"

5
12/02/2016

Great hotel with great facilities but what really made it a memorable stay was how friendly the staff were especially Tara and Natasha on reception. The breakfast was fantastic and the evening meal on the first night very enjoyable

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 very friendly. I will pass your comments onto Tara and Natasha, both will be very pleased. We look forward to welcoming you back in the future. Kind regards General Manager

"Heronston Hotel & Spar"

4
12/02/2016

A very well appointed hotel for my recent business trip, Friendly staff generating a most relaxing atmosphere. Good food both at breakfast and evening meal also including the room service which I found very good following my seven hour drive to reach my final destination. I will certainly be using this hotel in the future whilst on business in South Wales.

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 be looking to use us again on your future business trips to South wales. Kind regards General Manager

"Celebrating family birthdays!"

4
11/02/2016

I booked an offer for a weekend break including diner for one night, bed for two nights and breakfast for two mornings. The break was also to include a spa treatment for all of us. We arrived at about 7pm and the polite, friendly and efficient receptionist booked us in and also booked us into the restaurant for 8pm on the Friday night. We went to our rooms, which were clean and well presented, and met back at the restaurant for 8pm. We were seated and offered our menu, which was a specific menu for people that were on the offer. Unfortunately we waited until 9pm for our starters to arrive! I had been out to reception and chased this up as we had raised it with the waiting staff and been fobbed off by them saying that it would just be a few minutes! We waited a further 40 minutes for our main course and people that arrived in the restaurant after us were served their starters and main course before we even had our starters! All of that said, the food was brilliant - only ruined by how late it was by the time we got to eat it! The breakfasts were good and all of the staff polite and helpful, where they could be. However when checking out on the Sunday morning, the duty manager tried to tell me that we hadn't waited an hour for our starter - he was dismissive and to my mind quite rude to me as the customer! Sadly this small incident ruined a family weekend away to visit my son and celebrate the birthdays of both of my parents who were part of my party.

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 our receptionist polite, friendly and efficient and your rooms clean and well presented. I am sorry to read you were disappointed with the service time during your meal and the response received by our duty manager on Sunday morning. I will investigate this further and speak to both the kitchen and duty manager to ensure there is not an excessive wait in future and to ensure customers do not feel as you do when speaking to a manager. I apologise for the inconvenience caused and hope you will use the hotel in future, so we are able to provide you with a great memory of the hotel. Kind regards General Manager

"Not impressed"

2
10/02/2016

Arrived for an overnight stay. Room was a pleasant size and clean but there was a pervading smell of damp. I noticed that my window frames were covered in mould. The restaurant was something else. My starter was fine ( smoked salmon) and well presented. I had ordered ribeye for the main but was told they didn't have any so I opted for the rump. It was terrible - toughest steak I have eaten in a long time - left half of it. I ordered a dressed salad as a side order which appeared on the plate and included brocolli! There was no dressing so I asked for a French dressing. Waitress appeared a few moments later with a bowl ( no spoon) of olive oil and whole grain mustard. I left most of it. Nobody came and asked me if my food as OK. Seriously underwhelmed by the experience.

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 will speak with the kitchen and maintenance teams concerning the points you have raised. I apologise for an inconvenience caused and hope you will return to the hotel in the future to a far superior stay. Kind regards General Manager

"Good!"

4
10/02/2016

Hotel looks dated from the outside but rooms were clean and modern. Nice and modern leisure facilities. Plenty of parking and good location for town centre. Breakfast was standard and member of staff started to clear away early- had to be put back out for guests arriving at 9.15am.

Heronston01, General Manager at BEST WESTERN Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for writing a review, I am pleased to read you thought the hotel was clean and modern with good spa facilities. The point you have raised concerning breakfast, has been noted and I will speak with the restaurant team to ensure they are not being to keen at this time. Kind regards General manager

"Amazing time only one fault..."

4
08/02/2016

I took my boyfriend for a two night stay for his 30th birthday... We had such a lovely time... dinner was amazing and breakfast both mornings were just a delicious. The hotel was clean and bedrooms pleasant even just a standard with comfy beds and very nice bathroom! Cannot fault the staff at all... always went out there way to help and very pleasant in all areas of hotel. My only negative was the spa treatment... It was a lovely treatment if she hadn't have just had a fag before doing a facial! It was disgusting and really let the hotel down... We were made to wait outside in the corridor while she had her fag then I had the treatment which was so unpleasant due to stinking... totally unprofessional! Apart from that it was amazing and we would definitely return! Thank you!

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 lovely time at the hotel and enjoyed all area's with the exception of your actual treatment. I will speak with the therapist concerned as I can appreciate as a non smoker how uncomfortable this could make you feel. I look forward to welcoming you back in the future. Kind regards General Manager

"South Wales familiarization"

5
08/02/2016

Stayed here on a tour familiarization a well run hotel with excellent staff good food and service, rooms all a good size with refurbished bathrooms superior rooms very good quality. Leisure facilities and spa all good. Hotel situated in quiet location no grounds to it but handy for a lot of local attractions enjoyed our stay and will use the hotel 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 following your stay at the Heronston Hotel. It was lovely to meet you all on the night of the dinner and I am please you are happy to use the hotel in the future. If we can be of any further assistance please do not hesitate to contact us and we look forward to meeting you again in the future. Kind regards General Manager

"First reaction can be wrong"

5
07/02/2016

I drove up to the hotel a little apprehensive why I don't know. I entered the hotel lobby which was very tastefully done and shown to my suite. Yes the first ever time I have paid that little extra for a suite (and it was a little extra). I have been to many hotel Spa's and the price and quality of this hotel stood out by far. The quality of the room was A+. The bathroom had q whirlpool bath and the spa itself was just perfect. the quality of my meal last evening was out of a top restaurant at McDonalds prices. this weekend has shocked me for how good Best Western have done for these prices. The Spa itself had everything Sauna, Jacuzzi, steam room, pool and gymnasium I am no spring chicken but used them all. I cannot wait to return to the hotel and I will soon.

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 such a lovely time. I will pass your comments onto all the staff. I do understand your little apprehensiveness on the drive into the hotel, but soon I hope even this will be sorted at the end of our refurbishment programme. I look forward to welcoming you back in the future. Kind regards General Manager

"Lovely stay! "

5
07/02/2016

Absolutely loved our night away!! The staff were extremely helpful and accommodating. We had a last minute problem with our babysitting plans so had to call the hotel to ask if we could take our 2 children along (aged 10 and 4). ..yep! No problem at all! We were upgraded to a family room within a few seconds! Arrived at the hotel, and check in was quick but informative! Pool was clean and and calming (even nodded off on the lounger!). And so on to the evening meal.....I asked if we could eat in the bar area as our 4 year old gets a bit "excited" and may upset other guests....yet again- no problem at all!! cutlery was brought out straight away, and the food was hot and very tasty, thank you Mr/Mrs Chef! ..... A young man named Dan stood out for me actually, excellent customer service, he even asked if we needed a jug of milk to take to the room at the end of the evening (something I hadn't though of!) He was just amazing!! After a nice comfortable sleep, we went down for breakfast, food was hot and there was plenty of variety. Dan was there to welcome us yet again! Bless him! Needless to say, we will be seeing you again . Thanks guys! Xxxxx

Heronston01, General Manager at BEST WESTERN Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for writing a review, I am pleased to read you had a lovely time and will pass your comments onto to Dan, who will be very pleased. I look forward to you and your families return visit. Kind regards General Manager

"Mixed experience.. "

3
05/02/2016

Attended a function which included an overnight stay. Our room was in the extension which was at the end of a long and musty corridor. The room was clean and bed comfy but decor was dated. The main hotel however is very modern. Food at the bar in the afternoon was lovely, breakfast was buffet style and over cooked. Very mixed experience but staff were all very helpful and friendly.

"Spa weekend"

4
03/02/2016

Enjoyed a 3 night stay with my daughter. The room was very comfortable, a bit dated but clean. The food was very nice but not cheap. Spa facilities were excellent but was very busy on weekend. Overall a nice break away. A good value hotel in a nice location.

"Fab place"

4
31/01/2016

9 of us have just returned home after celebrating a friends 40th Birthday with a weekend spa package, brilliant from start to finish, can't thank Mark and his staff enough, thank you for your excellent service, outstanding, food, rooms, spa and treatments all first class, would recommend 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 so pleased you enjoyed your stay and thought the hotel to be first class. We look forward to welcoming you back in the near future, possibly as the next birthday treat! Kind regards General Manager

"Great two night break"

4
29/01/2016

We had never visited this area before and only went because the hotel was doing a good deal through one of the voucher shemes. This included a 3 course meal on the first evening and a spa treatment as well as the B&B. We received a warm welcome and efficient check-in and were pleased with the room which was clean, spacious and well equipped. We used the small gym, pool and health spa facilities and, though not large, were well maintained and not at all overcrowded. The spa treatment massage we received was also very good. The meal on the first night was excellent, both the food and service. The breakfast food was equally as good and the only small criticism we would have is that, although breakfast is supposedly served till 9.30am, the staff started clearing away the breakfast produce before this time. We went down at 9am both mornings but still felt under pressure to get the meal over with before the 9.30am deadline. This is not to say that the staff were impolite or the service bad, but it all felt a bit rushed. This would not however, deter us from revisiting the hotel as everyone we encountered in the hotel could not have been more friendly and 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 pleased to read you had a lovely time, enjoyed your meals and treatments and thought your room was spacious and clean. In terms of your comment on breakfast we have just increase the weekend breakfast times to 10.00am so will speak with the staff concerning this to ensure no other guests are made to feel rushed. I am also happy to read you will look to return in the future and all the team will look forward to welcoming you back in the future. Kind regards General manager

"Only if nothing else available"

2
29/01/2016

I would only stay there again if nothing else in the area will be available. Outdated room and problems with warm water. Steam and dump coming out of spa area spread to hotel corridors. This is really not value for money and I expected a little better standard from Best Western.

Heronston01, General Manager at BEST WESTERN Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for writing a review, I am disappointed to read you would only stay with us again if the area was full. I would however like to confirm that the standard rooms are currently being refurbished and you should find a big difference once these are complete. I hope you will try us again in the future and possible use one of our already refurbished superior bedrooms. Kind regards General Manager

"Looks can be deceiving in the best of ways!!!"

5
23/01/2016

This hotel doesn't look like much from the outside, but on the inside its a different story. It's extremely luxurious, with warm friendly atmosphere. We had the superior room which was stunning, great size, huge bed, lovely bathroom, honestly couldn't fault it. The food is first class, very tasty and to high standard, as well as the waiters who are very welcoming and friendly. The spa is the best one I have ever visited, mainly because the whole atmosphere and feel of the room with the mood lighting and the leds in the ceiling to represent stars is just so relaxing. Theres a nice size hot tub, steam room and sauna as well as the pool. The only disappointment was the massage, it felt very rough, too quick and in no way relaxing. Need to get decent therapists in!! On the whole it was a brilliant experience and we will be returning. Would recommend to couples who want a romantic getaway.

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 you enjoyed your stay. I will pass your comments onto the kitchen and restaurant staff. I am glad you loved our spa and thought it was really relaxing. I will also pass your comment onto our therapist team. I am pleased you had a brilliant experience and are looking to return. We look forward to welcoming you back. Kind regards General Manager

"Reasonable hotel just outside of Bridgend town"

4
21/01/2016

This hotel is fine but a bit tired. The leisure centre is great with small but well equipped gym and nice Spa. They have some larger rooms but these overlook the main road so you will get constant low level drumming from the passing traffic (70's). Rooms on the backside are smaller but very quiet since they overlook the rear car park. The food in the restaurant was ok. I stayed one night before a business meeting and found the hotel satisfactory for that purpose. The staff where very helpful and friendly when I asked to change rooms because of the traffic noise.

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 helpful and friendly and the spa was good. I would love to receive more feed back from you on suggestion on how we could improve from satisfactory to great in all areas. We look forward to welcoming you back in the future. Kind regards General Manager

"Very good spa break"

4
17/01/2016

We stayed for one night for a spa break. Our three rooms, although all very different, were all clean and comfortable. Room 70 was a four poster room, room 72 seemed to be a standard room, and room 75, up one flight of stairs was a family room. Check in was easy. We made our way down to the spa and spent a pleasant few hours there before getting ready for food. We went to the bar and tried ordering food at 5pm, as per the menu, only to be told that the kitchen wouldn't be open until 5.30pm. After spending a few hours in the bar we decided to turn in. There was a fair amount of noise from traffic but we did sleep well. We went down for breakfast at 7 45am and were the first there. A very good selection was available, fruit salad, pastries,yoghurt, plus cooked items. Everything was enjoyable, but I would have preferred the sausages cooked more. Then we retired to the spa area to relax before check out. When we entered the spa area it was busy but within 5 minutes we were the only ones there as everyone else was preparing for breakfast. It's definitely the way to do this to avoid crowds. One thing, the pool was very cool. A most enjoyable 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 at the hotel and thought the rooms were very clean. Your comments are appreciated and I will pass them on to all the team. We look forward to welcoming you back in the future. Kind regards General Manager

"Fabulous stay!"

5
17/01/2016

Just returned from a nights stay at Heronston Hall, the room, which we upgraded was very spacious and clean. Our back massages were excellent and the 3 course evening meal was delicious! Very friendly and helpful staff, 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 you enjoyed your stay, thought your back massages were excellent and meal delicious. We look forward to welcoming you back in the near future. Kind regards General Manager

"Weekend surprise party"

2
16/01/2016

As I write this review I am staying here at this 2 star establishment. As we arrived at our room looked tired. As we tried to shut our door it was off the inches plus our toilet wouldn't flush. Our shower was rubbish, it was either to hot or to cold. Reception tried to sort out the door and the toilet but toilet still would work after they left. Will never stay here again. Condensation running down the wall from the pool. Absolute awful and very very tired. Needs big time renovation. Never again.????

"Fab spa and restaurant with nice rooms"

4
13/01/2016

I bought a Living Social voucher for my mum and I to have a spa break as a Xmas present. When we arrived we were greeted by a friendly receptionist and our room was ready which was nice. The room was fine, not the nicest I have stayed in but it was clean and tidy and had everything we needed. We then went to the spa, it was fab, lots of seating to relax in but dont take a book as it is really dark which is lovely, There are sparkly lights all across the ceiling which is very relaxing, The pool, jacuzzi and steam room were all lovely. In the night we made our way tot the restaurant for a 3 course meal which was excellent, we really enjoyed every course, and the waiter/waitress were very helpful. It was during a conversation with the waiter that we found out about a relaxation room that we didn't know anything about. In the morning breakfast finished at 9.30 which I felt was a bit early especially on a Saturday, the breakfast was lovely and we then went to the relaxation room as checkout wasn't until 11. Overall a lovely hotel, please tell your guests about the relaxation room and perhaps could you consider 10am finish for breakfast on the weekends.

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, meal and the spa. I will pass your comments on to all the team and we look forward to welcoming you back in the future. Kind regards General manager

"Terrible massage - everything else excellent"

4
12/01/2016

Superb value via Living Social Deal. Great experience except spa treatment included -the 25 minute 'massage' was actually 15 minutes of having my back rubbed. Avoid pretty, petite girl with long dark hair who demonstrated very poor customer care skills when I expressed my concerns. Apart from that, good room, great food and firndly, efficient service from all hotel staff.

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 thought the hotel staff were friendly & efficient, the room was good and the food. I am sorry you were disappointed with your massage and will speak to the therapist concerned. We look forward to welcoming you back in the future. Kind regards General Manager

"Highly recommended"

5
12/01/2016

We have stayed at this hotel a few times and always rate it highly. Good value for money, close to shopping, countryside and beach. Good refurbishment carried out, staff and food excellent. Would highly 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 you enjoy staying in the hotel and would high recommend us. We look forward to welcoming you back in the near future. Kind regards General Manager

"Lovely Hotel and Spa"

3
08/01/2016

Loved the hotel, Shame that the walls and ceiling are like paper!! Didn't get a very good nights sleep due to noise. I could hear the tv in the room next door all night and and anyone walking around on the floor above. If I stay again I would ask for a room on the top floor!

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 please you thought the hotel was lovely, but sorry you did not get a good nights sleep. We would welcome your return visit and look forward to welcoming you back. Kind regards General Manager

"Much improved experience"

4
26/12/2015

To be honest have stayed here several times and it has been very average. However this stay was a big improvement, the room had been refurbished and was very comfortable and the staff were very friendly. The only down side was a poor room service sandwich, very overpriced and just ok.

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, Your feedback is really important to the hotel. I am pleased to read you thought the hotel has improved and the staff were friendly. I am sorry your were not satisfied with your room service sandwich. I will pass all comments onto the staff. We look forward to welcoming you back in the future. Kind regards General Manager

"Good Spa, good food, good place."

5
23/12/2015

You get what you pay for and it is very good value. The food was excellent as was the staff and all the facilities. If there were any problems the Manager was quick to rectify and please. I have been all over the world and it 5* hotels, plus the Orient Express train, plus the Savoy, Hilton, Claridges, The Shard to name but a few, but also in Castles in Ireland, Spa's such as Champneys and far away 5* hotels in Hong Kong, China, Bali, Kenya, Austria, Vienna, USA, etc, etc and so I feel that I give an honest and just review, if you want better you have to pay more, you also have to realise where you stay, it is not the heart of London and so I find it very reasonable. I have done audits for Intercontinental Hotels and other Hotels even abroad and I must say the staff were very polite, attentive and friendly, however if you cannot keep the same staff on for years and they change so does everything else, you only need one 'bad apple' and it does upset the apple cart, albeit if everyone paints BW Hotels with the same brush then they are in for a big surprise, you will never ever get the same in all counties, countries etc but they do their best and that is all you ask for. I find it best to search for good deals as I managed to get one and then they told me about another good deal in Jan/Feb, but alas I am unable to take this offer up, although if I could I would have done, so well done BW Heronston Hotel & Spa everyone.

"Great Staff, Terrible Facilities, Come for a chat but DO NOT STAY HERE"

1
21/12/2015

On 19 December, I had the misfortune to stay in room 30 of this hotel. Whilst the staff I encountered were all lovely the standard of the room and the hotel was frankly awful. I say this as someone who travels regularly with work and spends around 40 days a year in hotels worldwide for work and around another 20 with leisure travel. This trip was leisure travel with my wife and young daughter. Whilst I did not expect Intercontinental standards and was more an happy to accept fading decor, what was completely unacceptable was a shower that not only leaked but was either scalding or cold, a toilet roll dispenser that simply did not work and a main bed that was laughably described as a double when its width was the same as 3 newspaper widths. This was all coupled with an overwhelming smell of chlorine escaping from your pool area. Add to that a breakfast that had had all the flavour dried out of it as a result of having been left under a heating lamp and all in all it was an exceptionally unsatisfactory experience. On mentioning this to the (polite) staff at checkout I was advised that if I joined their rewards scheme I would get a free room upgrade next time. That is not the offer I was looking for when I raised the issues on check out. In addition, why on earth I would ever think of coming back when for half the price I could stay in a Days Inn which would be cleaner and have a functioning bathroom I don't know. I have stayed at a wide range of hotels around the world (including many Best Western hotels) and sadly I have to say this was one of the least pleasant. To charge what they did for what was little provided is simply unacceptable.

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 disappointed with your stay. I have already responded to you directly via email concerning this and I hope you will consider staying at the Heronston in the future. Kind regards General Manager

"useful hotel for overnight"

4
19/12/2015

stayed overnight on a number of occasions will use the hotel again pool is the atraction at the price breakfast good but not exceptional bar meal the same service in bar patchy bed fell measurably short of that one may expect

Heronston01, General Manager at BEST WESTERN Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased you are happy with your stay overall and are looking to return in the future. We look forward to welcoming you back. Kind regards General Manager

"Awesome Xmas party"

5
15/12/2015

I have been here for a few Xmas parties and I will continue to do so! The room is set up and decorated beautifully with a real Xmas feel! The three course meal is delicious and the dj provides great entertainment, he manages to get the whole room up dancing! A great start to my Xmas thanks to all the staff xx

Heronston01, General Manager at BEST WESTERN Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for writing your kind review, I am very pleased to read you had such a great time at your party again this year. I am also pleased to read you thought the room was decorated well. We look forward to welcoming you back in the near future. Have a Merry Christmas & a very Happy New Year Kind regards General Manager

"Spa day with a friend"

4
14/12/2015

Loved this spa! Pool is fab and dimly lit so you fully enjoy your relaxation, I didn't enjoy my treatment it was meant to be 25 minutes but lasted just over 15 minutes, kept feeling the therapist nails as she massaged and there was no introduction didn't know her name and felt it was very rushed, and wasn't asked if pressure was ok, I'm a spa therapist myself so I could just be being picky. But regardless of this we loved our day and for £29.00 for spa and afternoon tea you can go wrong! I will 100% be returning, I only wish there was an opening for the day but without a treatment loved our day and afternoon tea was amazing!!

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 loved the afternoon tea and thought the spa day was great value for money. I have spoken to the therapist's concerning nail lengths to ensure this is not a reoccurring problem. Thank you once again for your response and we look forward to welcoming you back in the near future. Kind regards General Manager

"Poor quality food."

3
12/12/2015

Christmas staff party venue .... the upstairs room was a good size for the party, however the bar prices were ridiculously expensive. £15 for 3 glasses of wine! ... The "Christmas dinner" was just awful. The roast (reheated) turkey was ok, but the veg which consisted of whole new potatoes, cauliflower, broccoli, slices of swede and sprouts were almost raw! The gravy was clearly packet gravy made up in bulk and was watery and tasteless. This poor offering came at the price of almost £30 a head ... (not worth that amount of money) .. I've had better roast dinners in a market cafe. A very disappointing meal and not somewhere I would go 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 sorry to read you did not enjoy your Christmas meal at the hotel. We have had such a good response from all our party nights we were surprised to read your review. I will discuss the points you have raise with our chef and hope you will consider using the hotel in the future. Kind regards General Manager

"Good facilities & value"

5
11/12/2015

A warm welcome was received on entry into reception. Speedy check-in and straight to the room. I was happily surprised to find there was a spa available for my use. Wish I'd brought my trunks. Room was large. Bath panel was ready for a change but overall the place was good. Bar was large and comfortable. No real ale which I'm sorry to say I enjoy but it didn't spoil the experience. Slept well. No noise. Large car park. Didn't break the bank. I'll put it in my top ten.

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 your stay and will put this hotel into your top 10. We look forward to welcoming you back in the future and have a very happy Christmas & New Year Kind regards General Manager

"great food and atmosphere"

4
07/12/2015

We went for a works Christmas event. Food was great and staff were very friendly Didnt stay there over night so cant comment on the rooms, however if i went by the quality of the repection area ect. Im sure the rooms were great.

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 had a lovely time at your works party and you enjoyed the food. We look forward to welcoming you back to the hotel in the new year. Kind regards General Manager

"Can't wait to go again"

4
28/11/2015

Room was amazing, spa and pool were excellent and food was outstanding. Lovely and helpful staff would recommend to anyone. Convenient location not to far away from town center and local supermarket. Wish we could have stayed longer

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 the near future. Kind regards General Manager

"Average stay, some good points and some not so!"

3
28/11/2015

Spa facilities are very good. First room had a problem with the shower and bathroom heated towel rail not working. Were upgraded to a better room, but still no heat in the bathroom and the water pressure not strong enough for more than a trickle! Some areas of the hotel just seemed a little tired. Staff were generally very helpful. The restaurant food was lovely and the service great in the evening, but breakfast not so good, coffee and hot chocolate seemed cheap in flavour and a lack of pastries etc. Generally ok, but not exceptional.

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 we were unable to exceed your expectations on this occasion. We hope you will return to the hotel and have a very enjoyable stay. Kind regards General Manager

"Fine and convenient for a one night stay"

4
27/11/2015

Stayed here for one night on a business trip. Convenient for what we wanted to do and much quieter than any hotels nearer the motorway. We know this area well and there is some very pleasant scenery around.

Heronston01, General Manager at BEST WESTERN Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for taking the rime to write a review. I am pleased you had a quite stay. We look forward to welcoming you back in the future. Kind regards General Manager

"lovely hotel, lovely staff"

5
21/11/2015

Rooms were lovely, food was lovely and the staff were wonderful! We only stayed for a couple of nights but you could quite comfortably stay longer. A delightful atmosphere with very friendly and helpful staff - would definitely stay again!

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 please to read you had an enjoyable stay and would return again. We look forward to welcoming you back in the near future. Kind regards General Manager

"Won't be going back"

3
21/11/2015

Stayed at the Heronston mid November for 3 days and the room was clean but the mirror light in the bathroom didn't work and the tiolet seat was loose,2 of the 3 breakfasts we had there were shocking,although busy the hot food was constantly runing out and was very disorganised. The bar in the evening was often left abandoned and on than more than 1 occasion we had to look for the bar staff so we could have a drink..We have stayed previously at the Heronston and it has nose dived we certainly won't be going 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 sorry to read you were disappointed with your stay. We appreciate all feedback and take on board the points you have raised. We hope you would return in the future so we can show you the true standards of the hotel. Kind regards General Manager

"Comfortable hotel and friendly staff"

3
21/11/2015

Check in was easy and friendly staff on hand to assist. Only stayed for business so had room service. The TV in the room was only tuned to one channel and there was no sound; one of the staff came up to have a look but could not fix the problem. There were apparently no other rooms to change to; so it meant all I could do was work, no relaxation here at the end of the day. The room service menu was good and the food was enjoyable; shame about no TV. They did give me a bottle of housing wine to compensate, but after drinking a glass, still think I'd have preferred the TV.

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 please to read you thought the hotel was comfortable and the staff friendly. I am sorry your TV was not fully working and the staff on duty were not able to sort this out at the time. I hope you will return to the hotel in future, please make yourself known to our reservationist who will assist you with your booking. Kind regards General Manager

"Great Stay"

4
17/11/2015

We stayed here during the Rugby World Cup and loved it! Great location for the train station before and after the games. The hotel itself is great, completely spotless, nice bar, lovely staff and the breakfast was really good! Would stay again for sure!!

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 had an enjoyable stay and hope you enjoyed the Rugby as well. I am please to read you thought the hotel clean and friendly and we look forward to welcoming you back in the future. Kind regards General Manager

"Spa and afternoon tea day"

5
16/11/2015

We had a lovely day yesterday with you at the heronstone hotel. Thanks to deanne for my manicure afternoon tea was beautiful too and a lovely relaxing couple of hours in the spa will certainly be back

"Weekend stay"

2
15/11/2015

Hotel dated and in need of a good clean. Room very basic. Bed uncomfortable. Shower pointed everywhere but not where it should have gone. Food basic and choices poor. If I was able to give the hotel 1 star that would be 1 star too many. It needs a full refurbishment.

"weekend stay"

4
10/11/2015

Staff were very helpful. Food good. Room comfortable. Quiet room overlooking the carpark. There was a slight smell of Chlorine from the Pool area which someone else mentioned in their review.Pool area clean. Hotel popular for weddings. we avoid these nights.!!

"They have upped their game"

4
08/11/2015

We stayed here 5 years ago and it was awfull so we gave it another chance with a Living Social deal, what a turnaround it was very very good ! nice rooms bar area nice Spa and pool area very nice, all the Staff very friendly but young !! The only problem was the Restaurant Staff did not know how to make an Irish coffee and took couple of tries to get it right when it did arrive it was cold but they had a go, more Staff Training needed. Breakfast was HUGE and freshly cooked very nice

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 have a good stay and thought we had 'upped our game' from your last stay. We will take the points you have made and ensure the staff are retrained in the area you have mentioned. We look forward to your return visit. Kind regards General Manager

"Afternoon Tea"

2
01/11/2015

Poor service, waited 1 hour for our tea despite having booked a table. Asked the waiter to clean the table and he just ignored me! The hotel itself was clean and well maintained. Lots of people staying as guests. Wouldn't recommend food.

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 disappointed with the service you received during your afternoon tea. We have received such excellent feedback on the afternoon teas, that I am surprised yours was not to the expected standard. I will investigate fully and thank you for bring this to our attention. If you would like to discuss further please do contact me at the hotel directly. Kind regards General Manager

"Half term break"

4
30/10/2015

Nice three night stayed, friendly staff, good service, the superior room very nice and very clean, good location easy drive to places to visit such as short drive to barri island, cardiff city, cardiff docks. Hotel provide nice breakfast and nice food for evenning meal.

Heronston01, General Manager at BEST WESTERN Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for writing a review on your stay, I am pleased to read you enjoyed your break with us and thought our location was good. We look forward to welcoming you back in the near future. Kind regards General Manager

"No resident visitor."

4
27/10/2015

Came here for the evening with my wife for food and a drink. Just got to say that the bar staff are very good with their service and well mannered. The food is also very good. This is my third visit and would definitely recommend it.

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 enjoyed your stay, your meal and thought the service was good. We look forward to welcoming you back in the near future. Kind regards General Manager

"A good base for the area."

4
24/10/2015

I stayed for two nights as part of a golfing group. The hotel looked a little tired in places but overall it provided a good base for our trip. The staff were generally friendly and helpful, the room was adequate with easy to use free wi-fi, the breakfasts and evening meals were a good quality with plenty of variety and the pool and spa facilities were clean and relaxing.

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 please to read you enjoyed your stay and it was a good base for your golf trips. We look forward to welcoming you back in the future. Kind regards General Manager

"Good for business"

3
24/10/2015

Stayed just the one night, good experience overall. Didn't use the restaurant until the morning for breakfast which was ok. Average everything but not offensive. Very busy hotel so a bit of a wait for check out with just one person at till. That could be improved when busy really.

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 had a good stay. We take all feed back seriously and have noted your comment on your check out experience which we will look into further. Kind regards General Manager

"Best western Bridgend"

5
18/10/2015

The hotel and facilities are very good, The room was clean and comforatble, enjoyable stay alround. I enjoyed the spa facilities which iclude a steam, sauna , jacuzzi and pool. The hotel is situated a couple of miles from Bridgend town center and would be a good location to explore Cardiff, Swansa part of Wales

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, thought the spa area was lovely and thought we were in a great location to explore South Wales. We look forward to welcoming you back in the future. Kind regards General Manager

"Shambolic, Badly Managed and a Rip Off"

1
13/10/2015

I would like to be able to say something positive about this place but the negatives just overwhelm. It wasn't even that we hadn't given enough notice with over 9 months planning and it was embarrassing that we involved so many of our friends and family. The room was poor. No air-con but there was a window to open to allow air flow. This however meant that we had the disturbance of the adjacent railway line with screeching train brakes. Plus there was the users of the car park, one of whom mistakenly believed he could match Bonny Tyler. The interior of the room was passable but the en-suite bathroom was a joke. First it was dark with an "energy-efficient" light bulb that took several minutes warming up before it delivered any illumination and then not much, hence it got left on much longer than the time necessary. The shower was a drizzle so a bath became a more practical option. The loo took multiple attempts before it flushed. Several of the bookings had become confused so the rooms assigned were wrong. Staffing was clearly an issue. We were a large group so we were rather surprised that the hotel bar was closed and locked up at 10:30.....while we were actually sitting in the lounge....the shutters came down and the staff left! There's hospitality for you. As regards the leisure centre, the sting of chlorine on the eyes even before you got through the door put me off. Breakfast the following morning was ridiculous. It was obvious that there were few staff. Breakfast items rapidly ran out and were not replenished. Tables were in a mess. As for the quality of the items, well they were not up to much. The coffee was insipid. The croissants small, cold and unappetising. When it came to check out, several of our party.settled their bills with foreign credit cards. Rather than been offered the choice of having their credit card transaction done in local currency the receptionist declined that option on their behalf (without approval and indeed in one case completely against the expressed wishes of the card-holder) increasing their bill by about 5%. In my opinion this is fraudulent. Nothing about this place would ever encourage me to return.

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 and apologise for not exceeding your expectations. the information you have given us will be used to provide additional training within the front of house team. I will review all other points raised with the heads of departments. I hope you will stay again in the future so we can highlight the true standards of the hotel. Kind regards General Manager

"Overpriced"

3
12/10/2015

I was disappointed by the person on reception who took an age to deal with a gift voucher for the spa with someone in front of me. There were obviously not enough staff on duty. She was also very surly when dealing with me and a smile wouldn't have come amiss. My requests made when making my booking were ignored and I would expect restaurant staff in a hotel in this price range to know what was available from the bar. The restaurant went some way to making up for the inadequacies though with excellent service and good quality food.

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 we did not put the champagne into you room prior to your arrival. This was a genuine mistake and I sincerely apologise this did not happen and therefore did not create the correct effect on your arrival. Sorry for any disappointment you felt, I would hope you would stay at the hotel in the future so we are able to show you our true standards. Kind regards General manager

"Overpriced"

2
02/10/2015

Absolutely overpriced hotel. 192 euro for a twinroom without a window and just a normal (english) breakfast is way too much... Old furniture, crapy shower and the smell of the swimmingpool is everywhere in the corridors. Never go there again.

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 find us value for money. We check our prices on a daily bases and during the rugby world cup our prices were some of the lowest in the area. With Cardiff selling at £300 plus per room per night (420 euro's plus). I am sure if you stayed at the hotel on a normal weekend you would be happy with the great value we offer. Kind regards General Manager

"Best Western Heronston Hotel and Spa"

3
30/09/2015

Found the staff friendly and helpful, the rooms were large although lighting not the easiest to use or best placed. Bathroom was good (bath full length and long enough for me at 6'3”, shower good pressure and height), washing soaps were good, not a dispenser on the wall type. Lounge area really comfortable but a littile tight to move around in, Bar selection of beers not large and no real Ales so little off putting for me as I am not a cider – larger drinker. Did find not being able to set up a tab strange, did not want to put on room bill as company paying this Breakfast average, quantity acceptable (need to ask for any extras) but plates slightly on small size (bits slip off when starting it), coffee from machine only. Fruits and Yoghurt's' were short on first day but did improve on the other days (stayed 3 nights). Staff very friendly and helpful; smartly dressed and efficient in their jobs nothing seemed too much.

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 and thought the staff were friendly efficient and smart, I will pass these comments into the team. We look forward to welcoming you back in the future. Kind regards General manager

"Fantastic hotel a little dated"

4
28/09/2015

Could not fault them in anything!!! Speedy check in process. Clean place. The pool is super but didn't get time to use the spa facilities as was staying in the hotel because of a local function. You do have to get a taxi to go wherever you want to go to as the hotel is away from most things, but then the local taxis are good rates. There was a wedding there when we were there and that looked amazing. Lovely bar with outdoor decking area. Rooms spacious, iron board, iron, hairdryer. Great 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 had an enjoyable stay and could not fault anything. We look forward to welcoming you back in the future. Kind regards General Manager

"Mixed"

3
23/09/2015

A one night stop over. Very mixed, good and bad. Worst nights sleep I have had in a hotel for a long time and a lack lustre approach at reception. Poor for a Best Western. Restaurant however runs like clockwork. Communal areas are welcoming, room very clean but tired, window catch broken and wouldn't close. Very strong smell of chlorine from the pool in some parts of hotel, did not use the pool so can't comment in that .The big prob was plumbing, a constant sound of running water all night, like a bath being filled from a great height-got very loud for an hour or so like a plane landing. Raised the prob but couldn't be fixed. Big asset was service in Restaurant, food was good, staff friendly and helpful. At breakfast the hotel was very full but everything was managed well, the staff kept an eye on supplies and nothing was allowed to run out. Reception just not interested in customers. Put the restaurant manager in charge of reception and you're onto something good. Had one drink in bar and that was fine too. Location is good for the main roads and M4.

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 please you enjoyed your meals in the restaurant and thought the service was good. I am sorry to read you had a disturbed nights sleep. I have checked with our maintenance team and since then they have checked all the tanks, boilers and radiators all have had their annual service so this should not happen again. We look forward to welcoming you back for a much improved nights sleep. Many thanks Carolyn

"Birthday Gift"

5
21/09/2015

just returned home from this hotel and all i can say is wow, an amazing hotel with good staff who are welcoming and always willing to assist with any luggage or any problems. When we arrived to our, of which we were given a complimentary upgrade, the pillows were all over the place so phoned down to reception who couldn't apologise enough and within 5 minutes someone came with new pillows. Me and my partner both had treatments in the spa with Richard and from start to finish he was excellent, very informative and gave me and my partner amazing treatments, in fact i fell asleep within seconds of the treatment starting can honestly say it was the beat treatments id ever had. indian head massage and back neck and shoulder massage! we would both recommend this hotel to family and friends and will be returning 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 so pleased to read you had such an enjoyable time and your treatments were so relaxing. We look forward to your return visit. Kind regards General Manager