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Best Western Heronston Hotel & Spa, Bridgend

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

The Best Western Heronston Hotel & Spa is a fantastic place to stay near Swansea. The hotel is delightfully located in a semi-rural area, but only half a mile from Bridgend town 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

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

In partnership with tripadvisor fr
based on 1045 guest reviews
NOTE ISSUED
Excellent
303
Very Good
332
Average
201
Poor
116
Terrible
94
REFER TO NOTICE
Business Business
228
Couples Couples
321
Family Family
243
Friends getaway Friends getaway
149
Solo travel Solo travel
34
SUMMARY NOTES
Cleanliness
Location
Rooms
Service
Sleep Quality
Value

"Mr & Mrs Gunn"

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

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

"My opinion"

4
User 12/09/2020

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

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

"Leanne"

2
User 02/09/2020

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

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

"Dated and dissapponting"

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

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

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

"Average "

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

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

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

"not the best on this occasion"

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

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

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

"Avoid"

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

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

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

"Excellent stay"

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

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

"Just awful"

1
User 19/07/2020

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

"Lovely room, weird door way!"

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

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

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

"Great service, good value for money"

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

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

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

"Poor service and hotel for the price!"

2
User 05/03/2020

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

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

"heronston bridgend"

4
paulhistory, swansea 01/03/2020

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

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

"Exceeded expectations"

5
AJTipps, Uk 25/02/2020

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

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

"Consistently Excellent quality and value"

5
User 22/02/2020

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

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

"Lovely staff, shame about the dated decor."

3
User 17/02/2020

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

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

"THE ROOM THAT TIME FORGOT"

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

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

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

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

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

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

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

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

4
User 16/02/2020

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

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

"An OK stay - could have been better."

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

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

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

"Lick of paint"

3
markydog, Batley 11/02/2020

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

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

"Can't go wrong for the price"

4
User 10/02/2020

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

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

"Couples getaway"

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

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

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

"Groupon Visit "

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

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

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

"Fantastic!"

5
User 09/02/2020

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

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

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

2
User 04/02/2020

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

"Can't see us returning"

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

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

"Spa Breck from Hell"

1
Biteback, Wales 26/01/2020

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

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

"Lovely staff "

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

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

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

"Nice hotel with pleasant staff"

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

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

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

"Happy customer"

4
User 11/01/2020

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

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

"Not the best"

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

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

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

"Great visit"

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

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

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

"Very dated"

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

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

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

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

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

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

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

"Wonderful 50th wedding anniversary party"

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

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

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

"Not so festive afternoon tea"

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

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

"3rd stay at heronstone"

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

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

"Lovely"

5
User 05/12/2019

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

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

"Re fresheers required in more area than one"

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

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

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

"Dated hotel"

1
gerf190, Celbridge, Ireland 27/11/2019

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

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

"Family get together"

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

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

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

"In need of updating"

3
Tracey H, Swansea 23/11/2019

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

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

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

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

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

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

"Night before my daughters wedding"

5
User 18/11/2019

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

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

"Delightful"

5
Modigli, Dorset, England 15/11/2019

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

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

"good ameneties and staff"

4
User 09/11/2019

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

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

"Excellent spa facilities"

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

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

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

"Spa was a letdown"

3
User 29/10/2019

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

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

"Adequate "

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

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

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

"Comfortable stay"

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

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

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

"Overnight"

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

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

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

"Food needs improving"

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

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

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

"Great trip"

5
User 01/10/2019

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

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

"4 day stay"

5
User 28/09/2019

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

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

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

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

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

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

"OOOOOOOH no breakfast"

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

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

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

"One day stay for a nearby wedding"

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

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

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

"Hidden Gem"

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

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

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

"Excellent"

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

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

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

"Standard hotel"

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

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

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

"Poor customer service"

2
PJM982, Dublin, Ireland 05/09/2019

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

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

"Bank Holiday Weekend Break"

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

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

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

"Back in the 80's"

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

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

"Anniversary Spa Break"

4
User 03/09/2019

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

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

"In need of a revamp"

3
User 28/08/2019

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

"basically good rooms"

3
User 27/08/2019

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

"Terrible"

1
User 23/08/2019

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

"Fantastic hotel stay!"

5
User 22/08/2019

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

"Disappointing"

2
User 21/08/2019

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

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

"Most enjoyable and relaxing spa retreat"

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

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

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

"Groupon deal"

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

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

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

"Lovely mother and daughter stay"

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

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

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

"Rude Spa Staff"

1
User 12/08/2019

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

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

"Highly recommend"

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

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

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

"Lloyds gathering 2019"

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

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

"Dated hotel"

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

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

"Lovely Hotel"

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

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

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

"Bring Ear Plugs and your own food"

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

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

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

"Sue Daniel"

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

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

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

"Needs pulling down and starting again"

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

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

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

"SPA DAY"

3
User 22/07/2019

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

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

"Wedding"

2
User 22/07/2019

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

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

"Beautiful Getaway"

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

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

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

"Over priced for a terrible experience"

1
User 19/07/2019

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

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

"Anniversary Stay"

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

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

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

"Not dog friendly"

1
User 10/07/2019

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

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

"Wedding of Carys & Jack"

5
User 08/07/2019

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

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

"Wedding of Mr and Mrs Jones"

5
User 07/07/2019

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

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

"Birthday treat"

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

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

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

"Carys and Jack wedding"

5
User 07/07/2019

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

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

"we enjoyed the spa and breakfast"

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

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

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

"Spa stay"

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

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

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

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

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

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

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

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

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

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

"Very pricy for bad service"

2
flying15, Leicestershire 06/06/2019

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

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

"Avoid avoid avoid!!!"

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

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

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

"So good I went back 5 more times"

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

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

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

"An OK hotel at best "

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

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

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

"Lovely afternoon tea and spa day"

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

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

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

"Average hotel in Bridgend"

3
User 30/05/2019

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

"Review"

2
User 26/05/2019

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

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

"Decline in standards"

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

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

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

"Poor"

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

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

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

"Supremely dated, but with reasonable service"

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

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

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

"Phoenix nights hotel?"

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

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

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

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

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

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

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

"Good Carvery "

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

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

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

"A great stay"

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

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

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

"Lovely Easter break "

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

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

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

"Food quality spoilt our stay"

3
User 01/04/2019

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

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

"The Good, The Bad and The Ugly"

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

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

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

"Overnight stay"

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

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

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

"Dreadful Experiance"

1
User 27/03/2019

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

"Meryl"

5
User 27/03/2019

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

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

"Poor food and overcharging"

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

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

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

"Great experience tarnished"

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

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

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

"Nice room. Good pool and nice bar"

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

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

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

"Tired hotel in need of refurbishment"

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

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

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

"Spongy bed and squeaky door"

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

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

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

"Fabulous Weekend "

5
KensterC, Bagenalstown, Ireland 19/03/2019

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

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

"Pay the extra for a superior room!"

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

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

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

"Spa day visit"

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

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

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

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

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

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

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

"Horrendous"

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

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

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

"Very very good"

5
User 28/02/2019

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

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

"Family party"

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

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

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

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

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

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

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

"Room Lots"

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

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

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

"Good Hotel...just a little blip"

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

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

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

"Larger rooms than most hotels"

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

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

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

"very helpful and great staff"

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

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

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

"Overnight stay"

2
bigmacSwansea, swansea 09/02/2019

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

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

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

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

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

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

"Never again!!!!!!"

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

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

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

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

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

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

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

"A Step back in time!"

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

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

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

"Noisiest Hotel I've ever stayed at."

2
User 28/01/2019

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

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

"Lovely stay ruined"

2
maz69, uk 27/01/2019

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

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

"Hotel? More like Motel"

1
User 27/01/2019

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

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

"Sunday Lunch "

5
User 19/01/2019

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

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

"Excellent"

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

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

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

"Good value for money "

5
User 15/01/2019

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

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

"Spa weekend"

3
User 15/01/2019

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

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

"The smell of the pool chemicals was overwhelming"

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

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

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

"New year's Eve gala dinner"

5
User 02/01/2019

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

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

"wonderful family hotel"

5
User 30/12/2018

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

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

"Family pretty happy with their stay "

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

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

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

"Xmas Day"

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

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

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

"Festive afternoon tea"

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

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

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

"Meet Santa Christmas Meal"

5
User 09/12/2018

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

"Christmas party"

4
User 09/12/2018

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

"One night stay "

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

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

"Shocking service"

1
User 08/12/2018

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

"Lovely weekend"

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

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

"First class accommodation and service"

5
User 02/12/2018

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

"Should renamed Worst Western."

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

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

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

3
User 21/11/2018

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

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

"A decidedly average overnight stay"

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

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

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

"Lovely and Friendly"

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

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

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

"Very average"

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

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

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

"Beaujolais Meal"

5
User 15/11/2018

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

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

"Evening dinner"

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

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

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

"Spa break with my daughter"

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

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

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

"Groupon package 2 treatment.."

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

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

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

"Groupon package"

2
User 31/10/2018

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

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

"Provincial Weekend"

5
Mike E, Billericay 26/10/2018

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

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

"Superior room stay"

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

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

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

"Nice lunch"

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

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

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

"Dont be late!"

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

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

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

"Long weekend with a group of 100 guests"

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

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

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

"Dreadful place"

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

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

"Birthday treat"

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

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

"Abominable"

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

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

"Spa and stay"

5
rinran29, cardiff 16/10/2018

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

"Family wedding"

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

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

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

"3 night Group break to Wales"

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

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

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

"Hotel In Desperate Need Of Update"

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

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

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

"Great time"

4
User 22/09/2018

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

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

"beautiful hotel with efficient very friendly helpful staff"

4
getaboutalotwales, wales 17/09/2018

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

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

"Pleasant stay and helpful staff"

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

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

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

"Wedding venue"

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

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

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

"Groupon voucher"

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

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

"Wedding"

2
User 28/08/2018

Nice friendly staff except for the man serving behind bar that speaks 8 languages accused me of not paying for my drinks but had another guest at the wedding to come and tell me!! He then came over himself and said that I haven't paid told him to check cctv he did so and then apologised sorry but it wasn't that busy to have 2 staff serve you think you need to communicate .

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review. We are very sorry for the confusion in the bar and for the service you received. Your comments have been passed to our Bar Manager to discuss with all of his staff. We are pleased that you found our remaining staff to be nice and friendly and we hope you enjoyed the wedding day. Kind Regards General Manager

"Week stay"

4
User 23/08/2018

Booked through Expedia told no problem for an accessible bathroom no steps or stairs. After a four and a half hour journey we arrived Monday to be told they only have one disabled room and it was already in use wasn't happy having said that the receptionist and the manager asked us to wait while they tried to sort something out for us. The only room with a walk in shower was the bridal suite which they have allowed us until Friday morning then move us to a room with a shower over the bath which I can't use but have said I can have the key to the spa changing room which is a wet room. The bridal suite is a fantastic room with a living area bedroom area 2 TVs a jacuzzi although I was unable to use it my husband did I was happy with the walk in shower. I will also say the superior room that we originally booked was a lovely room just a shame about the shower. Staff in general excellent a couple of the young bar staff could do with a bit more training. The restaurant food was really nice but we only ate there once choosing outside pubs and restaurants.

"afternoon tea"

5
susan s, Cardiff, United Kingdom 23/08/2018

my friends took me here for afternoon tea to celebrate my 70th birthday' we had a lovely afternoon, the table was set with sandwhiches and cakes there were scones and cream,the service was excellent all the tea and coffee we could drink, flowers on a crisp white tablecloth, the service was excellent we were well and truly spoilt, everyone enjoyed the afternoon thankyou so much.

"This hotel always seems to be very busy. Mainly business people."

4
Don7hop, London, United Kingdom 15/08/2018

We had a recently completed room which was spacious and extremely comfortable. The facilities were good as was the restaurant. The staff were helpful and pleasant. The swimming pool is very nice if unusual the sauna and steam room were adequate. We always found a parking space unfortunately 75yds in the rain seems along way to run for cover. It was very nice to have a safe in the room. On the whole we had a very nice stay.

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

"Afternoon tea"

5
Ruth C, Calgary, Canada 27/07/2018

Very impressed with their afternoon tea. Also the price was very reasonable. My sister in law and I always try out a different place for afternoon tea each time I visit. We have paid a lot more than we did here for a less impressive tea. We were also able to choose our own sandwiches which we have not been able to do before. The staff were very friendly and the service was great.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you enjoyed your afternoon tea at the hotel and that the staff were all very friendly. We look forward to welcoming you back in the near future. Kind regards General Manager

"Spa "

4
JFoodie456, Neath Port Talbot, United Kingdom 19/07/2018

We were greeted by lovely staff on arrival, very pleasant. The pool was amazing, liked the whole atmosphere and lighting. Had cream tea, scones were warm and fresh, cream was fresh- plentiful servings. Sandwiches were delicious, bread was fresh and good quality. Had a treatment, and the massage was one of the best I've ever had. The therapist asked what firmness I liked- I like firm massages, and it was spot on. Other establishments I've visited have never asked such a vital question, and it was the first massage that left me truly relaxed. Will be revisiting. Only negative was the chill out lounge, very in need of a refurb.

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

"Disappointed ??"

1
User 17/07/2018

Went here around 3 weeks ago to get information about spa day for the 17th July for a surprise present for a friend's 18th birthday was told the information and to come down in the morning you'll be fine she said. Just arrived to be told it's full now I'm afraid we don't have the staff and you have been given the wrong information great will never visit the place again ??

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I apologise if you were given the incorrect information, but our spa has always required guests to book in advance of their spa day as we do get very full especially at the weekends. I hope you will book again in the future and enjoy a lovely spa day with us. Kind regards General Manager

"Disappointing"

1
LED4321, Exeter, United Kingdom 16/07/2018

I booked this hotel over a year in advance. The photos on the website are deceiving and they fail to mention that only part of the hotel has been updated. The following points are what was wrong with the room: - the mattress was horrendous, you could feel the springs and it was very creaky every time my husband or I moved in the night. - the bins weren't emptied when the room was cleaned and so rubbish was left smelly - the bath was creaky and moved as you stood up in it. - the carpet was dirty and the wardrobe was in a bad state. - the breakfast cost £8 each but it wasn't worth £2. The bread was stale, the cooked breakfast tasted disgusting and there wasn't much choice; the sausages tasted very strange and the bacon looked as though it had just been heated through. The coffee was terrible; instant coffee granules would have been better than what was to offer. I will not be returning nor recommending to anyone unless it was confirmed we had the updated rooms offered. The only good thing was that there was free parking and the receptionist was friendly. On checkout we weren't asked how our stay was, nor have I received a response from our feedback questionnaire. Disappointing.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dar Guest, Thank you for your review, I am sorry to read you did not enjoy your stay. All feed back is taken seriously and all points raised will be discussed with the heads of departments. I hope you will stay again in the future to a superior standard of service. Kind regards General Manager

"Avoid"

1
Hyacinth1234, Newbury, United Kingdom 15/07/2018

Room very disappointing and dated. Stains on carpet. Plaster holding hair dryer together. Door creaked badly to bathroom. Waited 75 mins for dinner and again disappointing. Cheeseboard saved the day and hunger pangs. Breakfast greasy and poor quality ingredients. Ate out. Most worrying aspect though is still have back ache after two weeks following rushed massage. Last customers of the day. 15nins total. Won't be returning and so looking forward to this trip with family. Reception checking in was the most professional aspect of the weekend.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry the hotel did not exceed your expectations. I will pass your comments onto the department heads involved. I hope you will return in the future so we can change your views on the hotel and offer an excellent standard of service to you. Kind regards General Manager

"Luxurious & Homely at the same time!"

4
NestMadden, Lincoln, United Kingdom 13/07/2018

We spent a long weekend at the hotel and couldn't have been more pleased. We had stayed at this particular hotel some years ago and enjoyed our stay then so we approached this stay with some trepidation as we had in the past had some not so great stays at Best Western hotels. However we were pleasantly surprised. The hotel was both luxurious without being over formal. Homely without being kitsch.

"Breakfast"

4
User 12/07/2018

Passing the hotel yesterday morning and having stayed with Best Western previously decided to go for breakfast. I would recommend the breakfast and the service provided by Emma was exemplary. She was a credit to the company! I will definitely return.

"Beautiful hotel, Fabulous deal"

4
welshAbby, Cardiff, United Kingdom 11/07/2018

I booked a night away deal, including a massage each, meal allowance, and breakfast the next morning, upgraded to the superior room, and has access to all facilities for my boyfriends birthday, and it didn't disappoint, although it wasn't flawless. I always give very honest, and detailed reviews, so I hope your sitting comfortably! We were greeted by a very friendly informative lady, 10/10 service! She told us everything we possibly needed to know. We went up to our superior room, which was lovely! No complaints at all. The decor was nice, nice big TV, tea making facilities, hairdryer, lovely bathroom, all lovely! We then went down to the spa for our massages. Unfortunately we had to have our massages individually, wereas we were expecting to have them together as couples do, so we waited outside for each other. This wasn't an issue for us, but other people may want to know this. The massage room was lovely, smelt nice, nice relaxing music. And the massage itself was nice and relaxing. Very soft and calming. The young lady was lovely, we chatted throughout. If your after a nice deep hard massage I wouldn't advise getting one here, kind of felt like a rub over, but for me it was very nice and relaxing. So the only recommendation i'd give here is the option to have massages together. After our treatments, we went for a swim, steam room and sauna. It was lovely! And it had a water fountain which was nice, we were able to have a cold drink after the sauna and steam room. The spa is nice and dim, very romantic. The pool was small but it was quiet so it wasn't a problem. 10/10 for the spa! After the spa, we went for a shower and got ready for our evening meal. I do have one complaint! They don't provide hair conditioner! After a swim, sauna and steam room, conditioner is a must for any female with long hair! As you can imagine, getting ready didn't go smoothly, but I got there in the end lol! So gents, If your taking your lady away, pack a bottle of conditioner! They do provide shampoo and shower cream. The shower was nice and powerful, and there was plenty of towels available. You can also get robes and slippers for £5 each from reception. Food was nice. Basic but nice. Not the type of food you should wait an hour for! We asked for chips with our glazed chicken instead of a sweet potato mixture. It didn't look great, very basic, tasted nice but less than I expected. My favourite dessert is sticky toffee pudding, which was on the menu, so of course I ordered it! It was presented lovely, but there was no toffee sauce? It was the driest sticky toffee pudding I've ever had (and I have them very often). I'm aware they were very busy in the kitchen, as there were lots of complaints about the time people were waiting, getting the wrong food etc, so I guess the sauce was just forgotten about? I ate it anyway as I'm not a complainer! Anyways. I'd give the food a 7/10, very basic with things that defiantly needing to be added. But all the staff were friendly :) They were showing a big foodball game in the bar, So after food the other half was in his elements watching that, which finished right before love island started (bonus)! So we then went to our room to watch it in bed :) The bed, OMG! Best night sleep I've ever had! I never have a good sleep, and I'm usually up at 6am even on a day off. We almost missed breakfast! 8:45am I woke! Over the moon haha! We got ready super quick and went for breakfast, which was nice, but not very hot. It was under hotplates buffet style, it just wasn't hot enough, but we still annoyed it! After breakfast, we went back to the room and packed up. We checked out at 11:30am. We asked if we could use the spa facilities after checking out, and to our surprise they said no! All other hotels I've been in allow us to use the facilities after checking out. Overall, it was worth the money, but some small things could be improved to make the stay even better. But we are happy and we would return providing the deal is still available :)

"Desperate need of refurbishment / bulldozer"

2
User 10/07/2018

We stayed for a night in the summer, it was sweltering and there is little to no air-con in the hotel. Over all the hotel seems really dated and a mishmash of styles and eras. The general feel is 3rd wedding to internet bride mixed with a dash of low rent sales rep. We though the pool would be fun for the kids and were told on check in that it is only open 7am to 9am on Saturdays as the rest of the day is for swimming lessons, which was a bit of a disappointment. The breakfast was low rent too, supermarket economy bread and small cubes of butter and the like. Overall it was a sad experience and I was happy to wheel spin out of there never to return.

"Weekend Stay"

4
KhatsLuton, Luton 10/07/2018

On arrival we were greeted with such warmth that we instantly had a great feel for the hotel. As it is 3* (do not expect too much in regards to the facilities) the swimming/sauna and steam room was a nice surprise. My children loved it, they could have stayed in the pool if i left them to it!!! Mikael and the staff at breakfast made our party feel welcomed, nothing was too much. Customer service at this hotel was better than most 5* hotels, i cannot recommend the hotel more. It was close to the beach (11mins), shops/restaurant. Hospitality was second to none.

"anti families (children haters)"

1
mm2342018, Bridgend, United Kingdom 09/07/2018

I used come here year after year with my children, however, this year I was told my children are not allowed to use pool by the order of management !! very anti children this year 2018. The manageress responsible for this is now driving away families as they prefer “Spa Treatment Paying Customers” Never mind paying staying customers with families, this manageress has alienated parents with children, she obviously doesn't have children, singling out families with children is disgusting. (no longer a family hotel), they wish to chose the customers they want and the customers they do.. I will be contacting the newspaper about my ordeal very offended I was told to leave the pool with my 7 month old as no children from 0-15 years allowed. Somebody needs to sack this women!!!!!

"Best nights sleeping"

5
Malcolm F, Derby, United Kingdom 06/07/2018

This is a very spacious and comfortable hotel. The beds are very comfortable and the rooms are well appointed. The staff are most helpful and friendly. The food choices are OK but the menu needs to have a bit more variety. There is a lift in the main hotel but there are not too many stairs to negotiate. There are lots of car parking spaces. I understand the the hotel is due for a makeover although in our opinion there is little to complain about the decor, it looked good.

"Disappointing "

3
User 03/07/2018

Visited this hotel expecting a 4* treatment and I was sorely disappointed. We booked a superior room but the room is dated. Curtains are hideous and look like something from a witches house. We were in room 45 on the ground floor, which must be right below a corridor, we were constantly woken throughout the night by what sounded like a herd of elephants walking above our room. The rooms are not soundproof at all, I could even hear someone snoring next door. We visited the ‘spa area' and again it was severely lacking, the pool is tiny compared to what It looks like in images, half of the ceiling lights didn't work. The sun beds were poor quality and just thrown anywhere. The following morning we arrived for breakfast where we waited ten minutes to be seated (there was no queue, just no staff). The restaurant was dirty and half eaten food was left on tables. The breakfast was the most poor quality breakfast I've ever had for a 4* hotel, it was dry and uninspired. The orange juice was severely dilated and tasted like something you'd drink out of a chemical plant. Overall, I would not be returning to this hotel. I feel that the 4* rating is an absolute con and the hotel definitely deserves a solid 3* as it is painfully average in all areas.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I would like to confirm we are a three star hotel and not a four star as you have suggested. I am sorry we did not meet the expectations of a four star hotel and hope you will stay with us in the future. Kind regards General Manager

"Not good for the Best Western name"

1
Deenie645, Southampton, England, United Kingdom 01/07/2018

We checked in and everything seemed fine.. the receptionist was friendly and we got our key to our room. We were in the ‘quiet' section of the hotel as a wedding was on and we proceeded down a very long corridor to our room of which the carpet was stained. The room itself was like stepping back in time and clearly hadn't had much love in while. The room hadn't been well maintained. There was a plaster on the hair dryer to presumably hold it together, the lamp was broken, the windows & exposed pipes were dirty. You couldn't turn the telly off with the remote. The decor was very old fashioned. In the room itself you could hear doors banging quite often and the floorboards above. The door to the bathroom didn't close easily & was noisy. We then went for our pre-booked massage. You have to walk through the busy bar to get to leisure area. The two girls were five minutes late and they finished early.. overall our massage was cut 10 minutes late - only a 15 minutes massage! All I can say is thank god it was cut short. I feel like I've been beaten up and I've had massages before, so I know it wasn't right! Anyway we had dinner booked... Very little options on the menu. When we did order it took and hour and 15 minutes to arrive. There was a wedding booked and the waiter apologised as it the kitchen was overstretched. When the food did eventually come it was acceptable but not to a restaurant standard. I had prawns with rice but the sauce on the rice tasted like it was from a jar. Breakfast the next day was worse and I couldn't eat the cooked meal. The sausages were very poor quality and the rest of the items were greasy. We left the food and went out for breakfast in the end. At checkout no one asked how our stay was. Will not be visiting again!!!!! This hotel does no favours to the best western name.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry to read you were disappointed with your stay and spa treatment. I will fully investigate the points you have raised. I hope you will stay again in the future and give us the opportunity to restore your faith in the hotel. Kind regards General Manager

"Training "

4
davidbF299HS, Neath Port Talbot, United Kingdom 26/06/2018

Visited today and will be there for 3 days delivering training. The staff were very helpful especially Kelly who went over and above what was expected. The venue itself was very well presented, clean and giving out a nice ambiance. The only negative I would have to say was that the room was very warm and did not benefit from air conditioning in this warm climate. Three fans were provided to overcome the issues unfortunately they did not help a lot.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you found the team helpful especially Kelly and the venue well presented. I understand the weather this week has been extremely hot and that we would have benefited from air condition throughout. I would like to confirm that the hotel plans to extend its air conditioning to all areas of the hotel including the smaller conference rooms with in the coming year. I look forward to welcoming you back in the future. Kind regards General Manager

"Let down by the kitchen"

3
Jayne J, Tamworth, United Kingdom 26/06/2018

Our room was good and the bed very comfortable. The swimming pool was excellent. All seemed well until we decided to eat in the restaurant. It took 45 mins for our starter to arrive despite the fact there were only two other diners. The scotch eggs were so big with masses of sausage meat that we could not eat it all. Our main course was chicken, which was dry, with broad beans with their pods, both of which were raw and too hard to eat. This disappointment over we hoped for better at breakfast time. No luck - the chef failed to turn up so we left the hotel having had no breakfast. Sorry but we will not be returning.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear guest, Thank you for your review, I am pleased you found your bedroom comfortable and the pool area excellent. I am sorry to read of your disappointment with your meal and will investigate this further. I hope you will look to return in the future for a very enjoyable stay. Kind regards General Manager

"spa day"

5
User 21/06/2018

had a lovely stay nice big room lovely staff would do it again pool was a bit cool but the pamper session was lovely and the meal we had there was really nice we felt very welcome and had a lovely relaxing time

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

"Not the best!"

1
User 18/06/2018

Second visit after a complimentary stay was offered following a terrible stay at the hotel a few weeks before. The hotel Manager gave us a superior room, which was no different to the basic room other than more modern bedding and curtains, a larger bed and a couple of bottles of water. This was offered after negotiation. Check in was great! Receptionist was friendly and helpful. The corridor towards our room smelt strongly of cannibis, we reported this to the receptionist before we went out for a local meal. The spa was disappointing, no towels in the changing rooms, the pool unmanned and the swimming pool very cold. On the whole a very dated hotel with lots of improvements to be made. I wouldn't visit this hotel again, especially if we had to pay full price.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read the staff were friendly and helpful. I am sorry the hotel is not to your tastes and wish you well in your future adventures. Kind regards General Manager

"Would not visit again"

2
User 16/06/2018

Our room was right next to a noisy fan which kept squealing went on late at night and put on early morning. As the window didnt close was unable to keep the noise out. Room not like picture online. Room very dated. Breakfast was hit and miss was ok for first couple of days then went downhill from then. Staff were ok. Taps in bathroom were both blue tops so didn't know which was hot or cold. Room was very stuffy. The windows were really dirty.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest,. Thank you for your review, I am sorry to read you did not get a good nights sleep and will investigate what is making the noise you report. We show online a mixture of both our standard bedroom and our superior bedrooms, I am sorry if you thought these were not a good representation of the room you stayed in. I hope you will stay with us in the future. Kind regards General Manager

"Spa was rubbish hotel was brilliant"

4
samandbern, Bridgend, United Kingdom 15/06/2018

1 star for the massage but 4 for the hotel. The hotel room was great with a huge bed Restaurant and food was superb and great service by all the staff. We had a spa day booked as well and whilst the pool area was small with broken loungers and not much room to lounge the pool was good. The jacuzzi was small and pretty rubbish. Sauna and steam room were good. The massage that both my wife and I had by the same member of staff was rubbish. Not a massage at all. It was just a light back rub. No effort or technique at all. Waste of money. Upon hearing that the spa is due to be refurbished they need to train their spa staff to a much higher standard. But the lunch following it was very good. Overall the hotel etc was great but the spa facilities were average and the useless massage was shockingly poor

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased you enjoyed your stay in the hotel. I am sorry to read you did not enjoy your massage, I will pas your comments onto the head therapist. I hope you will join us again for a very enjoyable stay. Kin regards General Manager

"Needs improvements"

3
User 11/06/2018

At £110 a night I would have expected something slightly better. On the positives the service was good and the receptionists friendly. Check in and out were very fast. Early breakfast for those doing the dragon ride (starting at 5:30 instead of 7) On the negatives: room smelled 'old'. No towel in the spa area. Noisy spa area (hard to relax). Would expect complimentary water. No banana left at breakfast. With refurbishment and small upgrades, I would go again if in the area

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you thought the service was good and receptionist was friendly. We look forward to welcoming you back in the future once our refurbishment is completed. Kind regards General Manager

"Great spa and afternoon tea experience"

5
Sue H, Porthcawl, United Kingdom 06/06/2018

Comfortable and friendly hotel offering value for money spa day with afternoon tea package, visited today for 60th birthday get together with friends, lovely massage and great service from restaurant manager, thank you Michael you are a star

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your visit to the hotel. I will pass your comments onto our therapist and Mickael, they will be thrilled. We look forward to welcoming you back in the future. Kind regards General Manager

"Would not stay again"

1
CMR189, Carlisle, United Kingdom 05/06/2018

We booked a double room as we were attending a wedding in Bridgend. To say the hotel is tired is an understatement! The bed was well past its best. The balance on the bed was scuffed and dirty. The bathroom ......not sure where to start. Cracked tiles, the shower slide rails cover at the bottom where it is screwed into the wall was missing it's cover. But the taps were another story. The left tap which should have been hot was cold. The taps themselves were so past their best that when trying to turn the water on we thought the top was going to come off as they were so worn out! The water to the shower was via a mixer tap in the bath (with a horrible shower curtain),when you managed to set the temperature it had changed to either scalding hot or freezing cold by the time you got into the shower....dreadful. Onto breakfast.......the orange juice I can assume was powdered....it was disgusting.....all the fruit was tinned, there was no lid on the bin beside the tea station. No freshly served coffee, it was self service....press a button on the machine. On the plus side the staff were very friendly and helpful. Shame about the product they had to deal with!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased you thought the staff were very friendly and helpful, I will pass these comments onto the team you will be thrilled. I am sorry your bedrooms were not as you expected and your not of a style that suited your tastes. The points you have raised have been discussed with the departments involved. Kind regards General Manager

"Tired decor"

3
User 29/05/2018

My room is incredibly warm with no air con. Just hoping the trains will stop running soon so I can leave my window open. The decor throughout the hotel is in urgent need of updating. The carpet, curtains and furniture in my room are like something from the 80's. The floor is very creaky as is the bath in my room. That said, I cannot fault the service from the staff. I was the driver of a large group and the staff looked after us very well. It is just a shame they have a dated hotel to work in. I hope this hotel is going to get an upgrade very soon!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I will pass your kind comments onto the team who will be very pleased. We see the final refurbishment designs for the hotel later this month, we are very much looking forward to the designs becoming reality and I am please to say they do include air conditioning. We hope to welcoming you back in the near future. Kind regards General Manager

"Good But Be Careful"

4
ruth c, Caerphilly, United Kingdom 29/05/2018

Visited the hotel on a spa weekend package for my niece 30th birthday 4 of us. The package was excellent value for money. The hotel is a little tired looking from the outside but both our rooms were excellent. Spacious and clean. We had afternoon tea which was great and I loved we could pick our own sandwich fillings. The pool and the treatments were great. We ate in the bar in the evening and the food and service wonderful. What you have to be aware of though is there is no guard in the pool area. There was a hen party in there who were dive bombing in a 2.5 foot area. They were drunk and loud and then our relaxation stopped. The night time they decided to hold a party in their room right above us until 2am. We got no sleep. We should have gone straight to reception but we left it until the morning. Fair play the manager said not much they could do after the event but could have dealt with at the time. So please if you are in the same situation again contact reception and save yourself not having the relaxation break you have paid for.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased you enjoyed many elements of your stay including the pool, afternoon tea, treatments and bar meal. I apologise for some other guests being inconsiderate and disrupting your pool time and sleep. I would definitely say that we can of course do something about guests who act in this way if we are informed at the time. I can only apologise now for their bad behaviour. We look forward to welcoming you back to a truly relaxing stay in the future. Kind regards General Manager

"Need of a reburishment BIG TIME"

2
User 28/05/2018

Well the photo of the double room I seen online was nothing like the real deal. Walking down the hallway to our room I could smell dog? And hear a dog then barking opposite our room in another room, of course the smell blew around and the hallway and our room smelt of damp dog. I have no idea if the hotel is dog friendly or not sorry? But not a pleasant smell for an overnight stay. Our room was so old looking and needs a huge reburishment, old green patterned 80s looking carpet, no air con, no fridge so bog standard room. Sleep was awful as the room was absolutely boiling due to no air con and we couldn't open the window as it was on the bottom floor with the car park right outside. The walls are so so thin so we could hear every movement and creek in the floorboards above us, you could hear when someone else in their other room flushed their toilet too. So hardly any sleep as you can imagine. The pros? Our bathroom in our room was lovely and clean and we used the spa pool area which is the only good touch to the hotel. Oh, we also had food in the evening at the bar and I ordered pizza and may I say the pizza was absolutely great. I loved it so that was one good thing! For what we paid it certaintly wasn't worth our stay and won't be returning again sorry. I wouldn't recommend this hotel if your looking for a good night sleep in the hot summer's night anyways.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased you enjoyed some areas of your stay and will pass your kind comment onto the leisure manager, chef and head housekeeper. I apologise for your disturbed nights sleep and understand that the weekend was a very hot one. I would like to confirm that we will be introducing air conditioning into all our bedrooms in the hotels refurbishment. We look forward to welcoming you back once this is completed. Kind regards General Manager

"Afternoon Tea at the Heronston"

5
vanessaevans2008, Bridgend County, United Kingdom 25/05/2018

We are a group of five friends who meet up on each other's birthdays. Today we went to Heronston Hotel for afternoon tea because it was Margaret's birthday and we had a really lovely afternoon with a superb tea. Lu served us with a smile and made us feel so welcome that we will definitely be making a return visit, not just at birthdays but monthly! Thanks to Heronston for your hospitality and to Lu for her pleasant & professional service.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to enjoyed your afternoon tea and are looking to make this a monthly event. I will pass your comments on to Lou who will be thrilled. We look forward to welcoming you back again in the very near future. Kind regards General Manager

"Awful. "

1
wantahappyholiday, london 21/05/2018

What an awful stay. From the reviews I was led to believe we had booked a Spa hotel. Unfortunately what we got was not in line with a Faulty Towers episode. The hotel itself is tired with loose carpets and a generally need of updating. The Spa changing rooms were filthy with piles of towels covering floors and benches. Any soap in both showers was king gone as was the hand wash in the sink. After complaining I was told this was due to staff sickness. Unfortunately this doesn't really matter to me, my stay shouldn't be compromised due to the hotels staffing issues. And I don't believe the soaps had been in use for a while! The breakfast was Luke warm. I couldn't find any fresh fruit although I have since been told there would have been some? The “fruit salad” tasting like it had been swimming in juice for a while. Evening meals took a very long time to arrive and then part was missing. We then had another 15min wait to complete our order. There was a function being held at the hotel on our 2nd night and the music was loud in our room until 12.15am. We also had 2 fire doors right outside our room and every time they were opened we had blasts of even louder music followed by 2 slamming doors every 10 mins. The highlight was probably a member of staff walking down the corridor. Earphones in, chatting on her phone while stuffing a huge bacon baguette. We were not asked how our stay was once during our out 2 days or on departure and subsequent emails complaining about the awful weekend has resulted in emails first arguing and making excuses for our experience and then eventually offering a refund of half of our stay (not all) as a gesture of good will. This was now over a week ago and the refund has still not been issued. Please don't waste your money. I have had much better stays at the Travelodge and for a much cheaper rate!!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry to read you felt disappointed with your stay. We have corresponded directly, a further stay was offered, followed by a refund which was processed the day following the offer. If you have any further queries please contact the hotel directly. Kind regards General Manager

"A little dated but clean with great staff."

4
SteveBishop., Tonbridge, England 16/05/2018

Easy to find off of the motorway and with ample parking it made for a perfect overnight stop on our way to Ireland. A bit dated but clean with friendly and helpful staff. We ate dinner in the restaurant and the food was of a good quality and the service was friendly and efficient.We also made use of the bar which had a decent selection of drinks and was friendly yet again. Should we choose to go this way to Ireland again, we would not hesitate to stay here.

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

"Amazing steak "

4
User 16/05/2018

Really friendly staff. Good service. Amazing steak cooked beautifully. Recommend. Was here on businesses. Room is fine. Good parking. Shame I'm only here for one night. Pictures of pool look good but not tried it as forgot to bring swimming kit. Easy to find.

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

"Lovely Staff"

4
Christine V, Bristol, United Kingdom 13/05/2018

We stayed at the Hotel whilst there were a lot of functions on -therefore it was a little hard to get away from all of the noise. Our arrival seemed a little rushed -there was a huge queue at the door and only one person on reception. She seemed very stressed and not the friendliest of personalities. Nevertheless, the welcome as soon as we went down to the bar was a different story. Lu was very friendly and efficient. We got speaking and I was very surprised to hear that she'd only been working for yourselves for a few months -as she was extremely comfortable behind the bar. The wedding guests didn't seem to phase her even though she was alone! The food at the bar is what you'd expect and not bad for price! The breakfast the following day definitely made up for a lack of sleep; a great selection and it was enough to keep me full for the rest of the day.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am please you had an enjoyable stay and enjoyed both your bar meal and breakfast. I will pass on your kind words to Lou on the bar, who will be thrilled. Your comments concerning the receptionist have been passed to the Front of House Manager. We look forward to welcoming you back in the near future. Kind regards General Manager

"3 Night Stay"

4
54kevmac, Middlesbrough, United Kingdom 04/05/2018

Great location, just 10 mins off the M4 and easy to get to. Pleasant staff and good comfortable rooms. Great wi-fi reception in room. A lot of floorboard noise on the third night from people upsatirs who were doing nothing more than walking around but it was really loud and was awoken serveral times.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you thought the staff were pleasant and the rooms comfortable. I am sorry to read you had a disturbed nights sleep on your third night. We look forward to welcoming you back in the near future. Kind regards General Manager

"Very tired and noisy hotel "

3
Lin6663, Southampton, United Kingdom 02/05/2018

Public areas of this hotel look alright but the guest bedroom we stayed in looks like it was last decorated in the 1980s. It was tired and shabby and the shower was disgraceful- hardly any pressure and very difficult to regulate the temperature. Others in our party had problems with the heating in their room - on a chilly evening the radiator wouldn't work, and when the problem was reported, they were told no-one would be available to fix it until the morning! As it turns out it did eventually self fix, which just shows how badly in need of an upgrade is the infrastructure of this hotel. We were there when a wedding was going on which meant the bar was absolutely swamped and what made it worse was that for minutes at a time there was no-one tending the bar, because the poor barman was expected to collect and serve bar meals on his own. Eventually another member of staff was drafted in to help, but frankly the second person should have been there from the outset. The wedding guests were very noisy in the middle of the night, thumping and banging around. This was irritating, but not something the hotel could realistically be expected to control, however, that was not the only noise problem. You can hear people moving around in the rooms above and the doors and walls are so thin that you can eavesdrop on conversations in the corridor. On a positive note, the breakfast was plentiful and there was a variety of cooked items. The mushrooms were delicious and the eggs were well cooked but not so the bacon which was salty and anaemic in appearance. There was plenty of choice in terms of cereals and morning goods. The bed was clean and comfortable- so if you just need somewhere to lay your head then this hotel will do, but don't expect anything glamorous

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry to read you had a disturbed nights sleep. The hotel has had new boilers, pressurised pumps, water tanks et. fitted within the last year as this was the first stage of the planned refurbishment programme.The issue you encountered with your heating and shower has been reported to our maintenance engineer, who will look into this fully. I hope you will return in the future to have a far superior experience. Kind regards General Manager

"Never again"

2
User 02/05/2018

What we encountered at this hotel on our stay was awful. From start to finish. The staff was brilliant and the waiter micheal couldnt do enough for us. Our evening meal was awful, our room was lovely as we had a superior room with king size bed but the bed was not a kingsize it was two single beds pushed together which we were falling in between all nith. Woken up at 4 in the morning with noisy neighbour upstairs. Breakfast was nice untill we had hair cooked on our sausages so that was a put off. Over all 4/10 for me.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you thought our staff were brilliant especially Mickael, I will pass your comments onto the team. I am sorry your encounters some issues with your meal, we have spoken to the head chef and informed our butcher about the hair within the your sausage. Our super king size beds are Zip & Links and we have never had an issue previously with these beds coming apart as the mattresses are linked with a Velcro attachment and the bases are linked with brass hooks. I have spoken to housekeeping to ensure they are linked correctly and apologise for any inconvenience caused. I understand our duty manager spoke with you prior to leaving and made a goodwill gesture in relation to the above. I hope to welcome you back in the future. Kind regards General Manager

"Above and beyond"

4
kayleighthomas1990, South Wales, United Kingdom 29/04/2018

We stayed at the Heronston for my mother's 50th birthday and we were checked in by an amazing lady I believe her name was Dianne Burgess (sorry if I mis spelt) she went above and beyond to make sure not only mum had a great stay but all of us. We booked a table in the restaurant and she decorated the table with little confetti 50s and much more!! We were speechless!! She is a pleasure to your business!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you were pleased with your stay. I will pass your comments onto Deanne who will be thrilled. Kind regards General Manager

"A Mixed Bag"

4
User 27/04/2018

The hotel is generally maintained to a good standard and has ample parking. It needs modernising but I understand that this is in the works. The receptionists welcome was lacklustre and rushed and I didn't feel particulary welcomed. The food was slow to arrive but when it did it was good. The highlight of my trip was the bar service. Lou? was extremely competent and friendly -even when she was rushed off her feet. She is an asset to your team and deserves a big well done. I look forward to returning when Im back in the area.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am pleased on the whole you had an enjoyable stay. I will pass your comments onto Lou who will be thrilled. I will also pass your comments onto our head receptionist. We look forward to welcoming you back in the near future. Kind regards General Manager

"Comfortable stay"

5
User 27/04/2018

This is a friendly hotel with well appointed rooms and an excellent breakfast. The bar has a good atmosphere. I didn't have time to check out the spa or gym. I slept well and there was no noise. I'd return here given the opportunity.

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

"Basic"

3
User 22/04/2018

My employer placed me at The Heronston, Bridgend for a week. Whilst basic, the decor is outdated. I wouldn't recommend an evening meal there on a Sunday. I guess it was the chef's night off as I was presented with oven chips. When the soup presented with a dessert spoon I was a little dismayed. On checkout I was asked about my stay but the guy just walked away whilst I tried to tell him. Such a disappointing stay.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am disappointed to read your comments and will of course speak to the teams involved. I hope you will stay with us again in the future, so we can show you a far superior experience. Kind regards General Manager

"Comfortable spa hotel, but could be made nicer"

3
windmillfan, Winterswijk, The Netherlands 14/04/2018

A stay at this hotel once again confirmed that Best Western hotels in the UK are often not as good as the ones in some other countries. The location is fine, set slightly off the road, with plenty of parking space, and lots of greenery around. Hotel reception looks fine, and reception staff are very friendly and helpful. But things get worse when you move further into the building. Furniture in the bar area looked a bit shabby (although I suspect it was just an unfortunate choice of upholstery fabric), and the corridors we passed through to get to our room made a similar impression, with badly stretched carpet and fire doors that could do with a new paint job. Once inside the room, though, we weren't unhappy at all. I've seen reviews from people who visited with dogs and were unhappy with the room they were given, but room 27 was fine. Well furnished, clean, and with everything we needed, including a large wardrobe, an ironing board and an iron. The bathroom could be classed as luxury, we really couldn't fault it, it was very nice. The hotel offers a lot of services, including a room service breakfast. If we'd had more time, we might have used that, but we didn't. And of course it's a spa hotel. The receptionist didn't ask us if we wanted to use it, so after having read the information in our room, I had to go back to reception to get a special key card for the spa, and spa towels. Now, about the spa. Again, not as nice spas in Best Western hotels in some other countries, but on the other hand it was better than another Best Western spa we've seen in Wales. At least here the changing rooms were tidy and well maintained. It's true that the pool isn't very big, but the size was allright if you're not after some Olympic swimming. The sauna and steam room were both excellent, with just the right temperatures and amount of steam - actually, I think they were my favourite part of the facilities. Overall our experience was positive, but I think management is missing some tricks here - with attention to detail this hotel would make a much better and much more luxury impression on its guests.

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

"Comfortable stay"

4
Tangoj63, Leighton Buzzard, United Kingdom 10/04/2018

We had a roomy double and enjoyed the breakfast and dinner during our stay. I did try out the spa, the pool is on the small side but it was empty when I was in it and there is a hot tub, steam room and sauna. Visiting over the weekend meant there were quite a lot of people enjoying spa days and also wedding parties etc in. There is plenty of parking and we personally didn't experience any noise overnight in our room.

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

"Disappointing"

2
MissMoan, Swansea, United Kingdom 04/04/2018

I came for the Spa day. I was disappointed with the value. The massage itself was lovely, but the facilities are very poor and inadequate. The changing rooms are too small, the pool is tiny, and you have to walk across cold corridors to get from the pool to the treatment room. It is very old and dated. The light lunch was even worse. The food was appalling, and drinks are very expensive. I would not go again.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am please you enjoyed your massage. I am sorry we did not live up to your expectation in our spa layout and that your lunch was not to your taste. I hope you will return in the future to a superior experience. Kind regards General Manager

"Disappointed "

2
17pippa, South Shields, United Kingdom 04/04/2018

Stayed at the Hotel a year and a half ago and had room 31 which was very nice and I gave a good review. This time I had my dog and was told I could not have that room again as only certain rooms were for dogs. We were allocated room 26 which was awful. No matching decor, a fluorescent strip light. A vinyl chair which was shabby and worn. Why do we dog owners get victimised as we are immaculately tidy and Ollie my Labradoodle does not shed hair. Breakfast was not good over cooked eggs, anemic bacon on the first day so tried the bagel salmon and scrambled egg the next again the eggs were over cooked and the dish was dry. To finish on a positive the room was clean and the staff were very friendly especially Sian the waitress who was lovely and gave us two sausages for the dog. If the hotel and food were as lovely as the staff it would be good again.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased our staff were friendly and the room was clean. I apologise if there were some areas of the hotel that did not meet your expectations, I will of course look into your comments. All the feedback we receive is important to us and we use the information to improve standards and highlight any further training needs required. I hope you will return in the future and will receive a superior standard of service. Kind regards General Manager

"Standard Best Western Stay"

4
lambownumber5, Sheffield 31/03/2018

Stayed at the Heronston as i was working in Bridgend and couldn't fault it, for the £77 i paid with breakfast which was decent value. As par for Best Western's; the hotel is an old building, externally a bit of a 60's monstrosity if you like but the rooms are comfortable and cosy. The locality of the hotel is a bit remote so you invariably end up eating inside the hotel so it's a good job the food's reasonable.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you thought the hotel was value for money, the rooms cosy and the food good. We look forward to welcoming you back on your next visit tot he area. Kind regards General Manager

"Lovely staff"

4
Jude B, Sidcup, United Kingdom 23/03/2018

First time staying here, room was clean, bathroom spotless but what made the visit was how lovely and accommodating the staff were - a real credit to the hotel, I would stay again just bc they were so helpful and friendly. I have given 4/5 purely bc my bacon was a tad underdone and luke warm but again the staff wanted to sort it and even offered to make me a takeaway sandwich bless them!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased you had a good stay and thought the staff were helpful and friendly. I will pass your comments onto the team who will be very happy. We look forward to welcoming you back in the future. Kind regards General Manager

"It just gets worse ??"

2
Boxerdogs1, Axminster, United Kingdom 22/03/2018

Q- Why doesn't this hotel sort itself out? A - Probably because it doesn't care! I have stayed here on and off over the years but each visit it just seems to get worse. This time I was staying in room 23 unfortunately. The bed had totally collapsed and was extremely uncomfortable. The hotel obviously knew this as they had tried to fill the collapsed base with blankets (see picture) to disguise this. When I raised this with the receptionist and showed her the picture she admitted this was totally unacceptable and told me she would inform housekeeping. I mentioned well they were obviously aware of this as they've filled the collapsed base with blankets. This unfortunately didn't seem to concern her as she then proceeded to charge me the full rate regardless! This I quite frankly think is horrendous customer service and shows a complete disregard for their customers. The temperature within the room was uncontrollable even after adjusting the room thermostat it was akin to a sauna and quite frankly the decor is extremely dated and worn. The vinyl chair for the desk was totally shot with vinyl flaking off (see picture) This isn't a cheap budget hotel and it does have a lot of potentially good points. Perhaps there may be a more sympathetic response here, but going by my voiced concerns earlier today at the hotel I'm not too hopeful.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am very disappointed to read your review and totally unware of this issue with this room. I can confirm a new bed has been ordered today and housekeeping has been spoken to concerning this. This room is off sale until the new items arrive. I sincerely apologise for this and should you contact the hotel directly I will of course sort this matter out with you. Look forward to your further correspondence. Kind regards General Manager

"Not bad ! "

5
Rachel B, Pwllheli, United Kingdom 20/03/2018

Stayed here twice now and it's not bad !! Rooms are clean and comfy. Shower, bath towels all good. Breakfast is good ... I follow a gluten free diet and they accommodated this without no fuss. Haven't eaten in the bar. The spa and swimming pool is a definite must. It's gorgeous. Pool is very clean, showers are lovely , steam room clean and sauna is great. Jacuzzi is placed in the right position and all in all is a pleasant experience. Would recommend.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you've enjoyed both your stays at the hotel and like our pool area. Thank you for the recommendation and we look forward to welcoming you back in the future. Kind regards General Manager

"Mother's Day afternoon tea"

4
The_gogos, Wales 11/03/2018

Decided to treat my mum to afternoon tea and went there today. Have to say we really enjoyed it. We were asked on arrival what sandwiches we wanted. I prefer that as it ensured we all enjoyed them. The staff were very helpful and special thanks to the waiter who served us as he offered to take a photo of us to capture a lovely afternoon.

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

"Rushed due to poor communication."

2
User 02/03/2018

Booked a spa day with a friend. Very little communication before hand (no answers to emails for days and days, then eventually short replies) and what eventually did come through turned out to be wrong. We were told to arrive at 12pm and weren't given any idea as to what time the afternoon tea and treatments were to be (despite asking several times) but actually this was the time our treatments were due to start. There were two forms to fill out and we needed to get changed so we were then late for our treatments. As a result our treatments were cut short and rushed in order to finish within the time slot. I completely understand why the therapists did this, they had a schedule to keep and it's not their fault that the reception/booking staff were unhelpful poor at communicating but I felt short changed. We tried explaining what had happened but our concerned weren't acknowledged, nor was an apology made. I've really liked the Heronstone on previous visits and the rest of the spa facilities (and staff) were nice but the visit was spoilt by the bad communication and dismissive attitude of the reception/booking staff.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased you have enjoyed the spa facilitates on more than one occasion. I am sorry to read that communication to you was an issues or slow on this visit, which resulted in you being late for your treatment start time. Please do come to the hotel in future for a spa day and please book with either Kelly Wilkins or myself and we will make the necessary arrangements for you. Kind regards General Manager

"Nice hotel"

4
User 02/03/2018

nice hotel and Spa, in an ideal position for my business trip plenty of Parking, both restaurant and bar food very nice. clean and tidy staff very helpful spa facilities were well maintained would recommend this hotel although a bit pricey for business they do offer reduced rates but you have to stay a number of nights throughout the year

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

"Good hotel for the price"

4
lyndawelly45, south wales 28/02/2018

I have stayed here several times the latest being Feb 2018 I stayed in the family room again with my 3 grandchildren, room comfy spacious and beds comfy, we had a Winter deal so I was happy with the price including breakfast, the hotel is starting to look rather tatty with carpets fading and fraying and the chairs in the reception / bar area looking old and shabby but on the whole we had a comfortable stay, a little disappointed that we couldn't book in the main restaurant until 8pm so decided to eat in the bar area, there was a big event going on and the bar area was full and very busy but we were served food in the bar quickly food was good and so was breakfast in the morning, Pool and Spa area excellent only very cold in the changing area other than that no complaints

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

"Great service"

5
User 24/02/2018

I visited here for an overnight stay to visit local family. I can not praise the hotel enough the staff were so friendly and welcoming. I was a little worried staying and being a pain as I need a celiac diet, but after stopping one of the young chefs Anne (I think) who was more than happy to explain that they would try to adapt any dish on the menu so it would be suitable for me and it was absolutely no bother. We ate in the restaurant that night and the food and service was amazing, and so was breakfast the next day lots of choice for me. I shall be back.

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

"Great stay."

4
worldtripper2001, Bridgend south Wales U.K 21/02/2018

We come here for a girls weekend, celebrating a 60th birthday. We had fab rooms. I was on my own, as there was 9 of us. So I had a king size bed to my self it was fab. Bathroom was nicely done black floor tiles & a huge shower head . The only slight problem , the water in basin was hot, no cold I tried all ways but no avail. Then I forgot to mention to reception. We had a lovely afternoon Tea, they catered for me as I am wheat free. Later we went swimming in the pool then Jacuzzi. Only they use far to much chlorine , which made our eyes sting & water. We had a nice evening meal, in the morning there was a buffet breakfast, with plenty of choice. Later on we had treatments, eg facial massage etc,. All in all a good weekend.

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

"Like going back to the 80's"

1
chris e, Swansea, United Kingdom 17/02/2018

We have stayed here a number of times and I couldnt remember why I stopped staying at the chain with work a number of years ago. We recently spend one night at the hotel whilst attending an event nearby and it all came back to me. It's like going back in time. Threadbare carpets, loud doors, creaking floorboards, insufficient lighting (take a torch to get back into bed), old bathroom and ancient shower. The bed was like a board. I'm still feeling the effects 2 days later. The standard response to poor reviews from the manager states that they are going through a major refurbishment. I have stayed in the refurbished rooms on previous visits and they are a great deal better. However, that was years ago so I don't think that they are going to complete any time soon. My best tip if you have to stay here would be to make sure you are in the refurbished rooms unless you are into nostalgia and back pain

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry to read you were disappointed with your current stay, as you have stated we are going through a refurbishment which unfortunately has had some delays. I would hope by your next visit we would have a 'new hotel' for your stay. Kind regards General Manager

"One night stay with family"

4
chrissi r, Warrington, United Kingdom 17/02/2018

Visited with my cousins to attend a family funeral. My only complaint was the noisy floorboards from above whoever was in there got up a lot in the night and I knew about it. Breakfast was plentiful sadly my veggie sausage was forgotten but everything else was good .

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I send you my condolences for your loss and the reason for your stay. I apologise for the disturbed night sleep, but am happy to read you thought the stay was good overall. Kind regards General Manager

"Solo visit while attending a conference"

4
Christina G, Surrey, United Kingdom 14/02/2018

I visited here for two nights Friday to Sunday while attending a conference nearby. The first impressions were slightly older and dated but when I got into reception, the welcome and layout was much better. When I checked into my room, I was on the downstairs level right opposite the gymnasium door, which I would say if you are a light sleeper like myself is not great for two reasons. Firstly with people entering and exiting the gym, you hear the door banging and the music as the door opens till late into the evening and unfortunately, through no fault of the hotel, just the old style building, the creaky floorboards to the room above me were continuous and quite loud, I'm sure the person above me must have been sleepwalking, as this went on for quite a while through the night, so choose a room at the top if you are a light sleeper. I did ask after my first night if I could move but the hotel was full. The hotel itself is quite nice and clean, has good tea, coffee and hot chocolate making facilities in the room and the bed was very comfortable. The bathroom looks really nice. I probably would return again if I was in this location but stay in an upstairs room which would be quieter.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you thought the hotel was clean, comfortable and friendly. I am sorry to read of your disturbed sleep. Please do speak to our reservation team at the time of booking you can ensure you have a first floor room on your next visit, but with our refurbishment I would hope to eliminate any noise issues. Kind regards General manager

"4* star Hotel"

5
Sulwyn T, Carmarthenshire, United Kingdom 12/02/2018

First class accommodation at a fairly reasonable price. The food was excellent; the wine fairly priced; the breakfast more thn adequate. We have stayed here before but it seems the hotel had added character - possibly because parts have been re-furbished. We will definitely stay there again.

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

"Like a museum of how hotels used to be......."

1
Mark M, Neyland, United Kingdom 08/02/2018

Ripped stained mattresses with protruding springs, carpets stuck together with tape, mildew and mould in bathrooms, grumpy bar staff that act like they are serving community service and don't want to be there. There are some refurbished rooms, however if you're booked through work I doubt you'll get one...... if it was my money, would I pay it...... no

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review, I am sorry to read we did not live up to your expectation on this stay. Your feedback is important to the hotel and will be investigated fully. The hotel is undergoing a multi mullion pound refurbishment which includes all areas of the hotel. I do hope you will return in the future. Kind regards General Manager

"A good solid hotel with great staff "

5
Satchmo411, Palma de Mallorca, Spain 08/02/2018

I looked at some of the reviews before arriving at the hotel and I don't find that they do justice to the hotel. I found the staff to be warm and welcoming. The hotel is a solid 3 star with good food and decent lodgings. I didn't encounter any of the issues raised by previous posts. My room was good and clean. The only thing missing for me was a small fridge but it was cold enough to leave the cold milk on the window ledge !!! A good hotel, good staff and decent food. What else come do a business traveller look for ?

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

"Average hotel "

3
User 07/02/2018

The rooms could definitely do with a refurb, the bathroom was nice apart from water being all over the floor when ever you had a shower. Walking through the hotel to grab something from the car, the bar/restaurant hadn't even collected the dirty glasses from when they closed which didn't look very nice. I wouldn't pay the price the hotel ask to stay for one night as I personally don't think it's worth it.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, your feed back is important to the hotel and we use our feedback as a tool to identify any additional training requirements. I apologise that we did not fully meet your expectations on this occassion. The hotel is undergoing a complete refurbishment will all areas being upgraded. We hope you will stay in the future to a much higher standard. Kind regards General Manager

"Lovely reasonable spa"

4
Rhiannon_Watts, Maesteg, Wales, United Kingdom 31/01/2018

I've visited a few times now for a spa experience each time has been lovely. The pool is a lovely size, and I absolutely love the steam room, jacuzzi and sauna. The spa treatments that I have received have been lovely and the girls in the spa are very friendly. The changing rooms are a little on the small side and when there is a group of you can prove a little difficult. Hopefully in the future the changing rooms could be made bigger. The food has been lovely each time I've been. My mum last time we went had the cold meat salad and it was lovely and big but today she ordered the same thing and received one slice of turkey and tiny piece of beef and what I would call a salad garnish. One of the girls in our group approached a member of staff and said we was disappointed and the manager came out to speak to us. So we explained that obviously the salad received today was not consistent with what had been received before and he immediately resolved the situation by bringing out a big bowl of salad and more sliced meat for those who had ordered the salads. This was very good customer service of the manager and was appreciated. I've always had a lovely time here and today was just a little hiccup but was resolved straight away. Thank you for a relaxing experience

"no sleep all night"

1
vidi23, Porthcawl, United Kingdom 27/01/2018

We stayed there on the 10th January for one night. The mattress on the bed is really uncomfortable, you could feel all the springs, and the floors are really squeaky so we could hear the person in the room above, walking around from midnight till 6 in the morning. After that banging of doors started and people were shouting, despite of a sign on the wall which says: "shhh quiet area". As I am 6 month pregnant, we went there to relax, but couldn't sleep all night. The radiator in the bathroom wasn't working. We filled out the questioner, wrote all these problems down and gave it to girl on reception in the morning, and she was really rude and ignorant, didn't even ask if we had a good stay, and not even a goodbye! We wrote them an e-mail as well, no response. This was our 3rd time going there, because at least the spa is nice, breakfast was ok, and the service is fine too, except that girl on reception, but after this stay we are not going back again and will advise everyone we know, not to, it has changed. Not as nice as it used to be. Disappointing.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry to read you were disappointed with your stay on this occasion and for your disturbed night sleep. I will of course speak with the reception team concerning your experience during checkout, we do of course want every guest to enjoy their stay at the hotel and I am sorry to read you completed a questionnaire and emailed the hotel without response. This is very unusual and I will check that your email has not been automatically gone into the spam file, as we respond to all feedback. Feedback from our guests is very important to us and helps us to identify areas that may need further training or improved standards. I do hope you will return to the hotel in the future and a relaxing stay as you have previously. Kind regards General manager

"A pleasant one night stay, breakfast needs some work"

4
Wendy F, Sheffield, United Kingdom 24/01/2018

Stayed for a night on business. I agree with other reviewers that the bedroom was a little “tired” but it was clean, comfortable and quiet. All I want from a bedroom. The bar and reception staff were really friendly and I had a delicious salmon fillet with salad for lunch in the bar whilst waiting to check in. My one issue was breakfast. What I ate was perfectly nice but the staff were overwhelmed with everyone arriving at 7:00 for breakfast. The kitchen couldn't keep up and there was no bacon on the hot buffet once the first dish was emptied. There were other things to eat but bacon strikes me as a key element of a full cooked breakfast. I do wonder if the Hotel should consider starting breakfast at 6:30. People on business stays are usually up early to get on with their day. The fact we were all there when they opened at 7:00 says something. Again the staff were lovely but they struggled to keep everything replenished. It wouldn't put me off staying again though, on balance it was a good stay.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you had an enjoyable stay and would return again. Your feedback on breakfast was great and very constructive, we will look into the points you have made. We look forward to welcoming you back in the future. Kind regards General Manager

"Sunday lunch "

1
User 21/01/2018

Hi everyone i have just returned from a disastrous Sunday lunch at cranes restaurant in the heronston hotel having been recommended to me, i initially chose a beef dinner but a fellow diner advised me to avoid as in her words i would need a hacksaw, I chose the chicken for my wife and I, the chef needs to learn how to make gravy only veg that was hot was the boiled potatoes a distinct absence of any flavours all in all the worst meal i have ever paid for. The only positive was the service by our waitress.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am very surprised to read you comments concerning Sunday lunch this week and apologise if this did not meet your expectations. We have a busy and regular Sunday Lunch trade and obviously would not want any sub standard meals to be served. Please contact the hotel directly to discuss further. Kind regards General Manager

"Location suited us well"

3
Debbra M, Swindon 19/01/2018

I was really disappointed that I was unable to receive Internet on my Ipad from our room. We run a business and need to keep an eye on things. Our very quiet room, the Bridal Suite, was a lovely surprise. The sleigh bed was very comfortable & we both slept well. A lovely suite with a very nice bathroom. Unfortunately there was no bottled water or mini bar. Basic coffee & tea making was available though. A very basic buffet breakfast with very pleasant staff in attendance.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am please that you thought the Bridal Suite was lovely, the bed comfortable and the bathroom very nice also. I apologise that you could not receive internet on this occasion, this is very unusual as we have a new internet system and have not received any issues with coverage, I will of course get this checked out to ensure it is not a on-going issue. We look forward to welcoming you back in the future. Kind regards General Manager.

"COLD and UNCOMFORTABLE!"

2
User 14/01/2018

Staff were pleasant enough and check-in was easy. However, all the corridors leading to our room were absolutely freezing and so was the room. When we entered the room it smelt of what can only be described as wet dog and the bed was the most uncomfortable I have slept in for years. You could actually feel the base, it was like sleeping on a camp bed. The shower temperature got to luke warm at max, so could not warm up at all. The room was very dated and needs a complete refurb. Hotel was also very noisy throughout the night, the walls are so thin you could hear everything that was happening in other rooms! It honestly sounded as though they were in the same room, this went on for most the night so very little sleep. All in all, we won't be coming back here again for a relaxing night away from the kids!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry to read you did not enjoy your stay, I am surprised you found your room cold, but will get this checked immediately as this is not the norm. The hotel is currently undergoing a full multi-million pound refurbishment and any issues you have found will be resolved during this time. I hope you give us the oporunity to serve you in future to the standard expected. Kind regards General Manager

"Nice place to stay"

4
User 08/01/2018

Stayed with my husband, we had an evening meal in the restaurant which was nice, but not as special as I had hoped, and a party/Disco in the next room meant loud music was a bit annoying, room was comfortable and staff friendly

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am happy to ready you had a nice stay, thought your room was comfortable ad the staff friendly. We look forward to welcoming you back in the future. Kind regards General Manager

"Very Good Stay"

4
Martin K, York, United Kingdom 03/01/2018

My company booked me in to this hotel whilst working in the area. Had a really nice stay with good food and comfy room. Yes the place is in need of a bit of refurbishment. but on the whole it would not stop me from staying again In fact the choices of hotels in the area is very poor but this one at least has some nice facilities.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you had a very good stay with us and would look to stay again. I can confirm the hotel is in the final planning stages for a multi million pound refurbishment, so any tired areas will be upgraded. We look forward to welcoming you back in the future. Kind regards General Manager

"Good quality experience"

4
Llanharan_Wales, Llanharan, Wales 03/01/2018

We spent our third consecutive New Year's Eve here and again, though not cheap, we had good quality experiences. The rooms were large and comfortable and provided a tea tray, sweets and bottled water. However, in a motel style hotel the more infirm could, like ourselves, end up with a long walk to the furthest corner, involving several sets of doors. Also, be warned, the bathroom sink come on with tremendous power – I received a frontal wash down – while a contortionist must have decided where the toilet paper dispenser was located! The breakfast provided the full range to satisfy all appetites. The NYE function was again excellent – a quality multicourse banquet served by efficient, pleasant and energetic youngsters. Lee Jukes as DJ once more ensured a full dancefloor all night. Canapes with a drink on entry and a midnight glass of fizz were nice complements. We found bar prices relatively high. We did not use the leisure facilities.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you enjoyed your new Years Break again this year. We look forward to welcoming you back for a forth consecutive year in 2018. Kind regards General Manager

"No problems - nice stay"

4
jobfamily, Swansea 02/01/2018

Stayed over new year. Lovely big room with toiletries. Nice and quiet even though it was new years eve we didnt hear a sound. Easy to walk into the little town and free onsite parking. Very relaxing. The staff we saw were friendly and polite. Would stay again

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you enjoyed your stay over he New Year and would look to stay again. We look forward to welcoming you back. Kind regards General Manager

"Pleasant stay"

4
CalomK, Milton Keynes, United Kingdom 31/12/2017

Stayed with friends. Big comfy room, enjoyed the spa facilities and breakfast, choice of buffet or cooked brought to table. Dinner was good, had a few treatments, left feeling refreshed. Gym very small but better than nothing.

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

"Short stop over whilst on business "

4
punchyStafford, Stafford 20/12/2017

Booked in to the hotel with 2 colleagues, check in was efficient and swift, allocated room 27 near SPA and gym, room was large with a double bed and a single, bathroom was well appointed providing toiletries and towels. Hairdryer in main room by mirror. Plenty of storage in cupboard, also tea and coffee. Breakfast was ample. The SPA in my opinion is excellent, good pool, steam room, sauna, didn't use the gym but it looked small with CV equipment and a selection of dumbbells. Location is approximately 20 minutes walk into Bridgend. Overall I enjoyed my stay and would recommend this hotel. I will stay there again.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your stay, would recommend the hotel and will look to stay here again on your next visit to the area. We look forward to welcoming you back in the near future. Kind regards General Manager

"Reasonable hotel for the money"

3
Bigt85, Peterborough, United Kingdom 20/12/2017

Cheap over night stay, you can tell its a budget night due to the rooms are a bit dated. but comfortable. The wifi is very strong and cant fault it The pool is nice and clean, lockers and a drying facility for trunks etc i ate in the restaurant, it was ok. slightly expensive i think for what you get. i wouldn't bother with the pre booked 3 courses you only get £22.50 to spend and most the mains are £16-22 quid. Breakfast was reasonable too, basic but ok if its included in your room rate.

"A good place to stay"

4
mihaistefanp, Taipei, Taiwan 17/12/2017

Clean and very good place. If you need invoice, you might need to insist as some of the staff are not so well updated with the procedures but they are kind and eventually it works. Breakfast is salty and oily but overall okish.

"Hot food delivered cold, poor unattentive staff"

2
H6999ZWdebbiec, Kent, United Kingdom 12/12/2017

No acknowledgement at check in, guy walked away as I approached the desk so had to wait for another colleague to check me in. No one answered the room service phone, no one answered the reception phone when I was trying to find out why no one was answering room service so I had to leave room and walk to reception to order room service then hot food delivered to my room cold and uncooked. Decided to have a sandwich after I returned the food. It was a disappointing end to a very long day and let's just say this hotel will not be recommended for anyone I work with as I would not stay again. The breakfast team were great, such a shame their colleagues let them down.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, thank you for your review, on behalf of the entire team I would like to apologise for the inconvenience you were caused during your stay. I will bring all the points you have raised to the front of house manager. We pride ourselves on the friendliness and efficiency of our team so I am very disappointed we did not live up to your expectations on this occasion. I hope we will have the opportunity to serve you to a much better standard in the future. Kind regards General Manager

"Wonderful "

4
Suziered, Haverfordwest 09/12/2017

We are staying here for the second time. It is dog friendly and you arrive at your room and there is for your canine a bed and dog bowls. Homely clean and comfortable. The staff are amazing and very helpful. Visited the pool and Jacuzzi tonight and it was so calm and relaxing. I thoroughly recommend and look forward to visiting again.

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

"very pleasurable stay"

5
david S, Cardiff, United Kingdom 04/12/2017

The hotel was very clean, the food was good and the fitness suite/spa was excellent. The staff were very welcoming and very accommodating if there were any problems. there was plenty of parking space. Overall I had a very enjoyable stay.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you had an enjoyable stay, thought the staff welcoming and liked the food and fitness suite. I will pass your kind comments onto the team. Kind regards General manager

"Best Christmas Party Ever!"

5
paula-marianne131265, Bridgend, United Kingdom 02/12/2017

Attended a works Christmas party and stayed over night. The room was exceptional very clean nice and warm and big comfy beds. The set up of the room for the party was perfect. The staff were all polite and service was second to none, they couldn't do enough for us. The best part of the evening was by far the food! It was like heaven on a plate - compliments to your chef! Thank you to everyone at the Heronston for making our Christmas party the best one yet.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for taking the time to write a review, I am so pleased to read you enjoyed your Christmas party and thought it was the best one yet. I will pass your kind comments onto our food and beverage team who will be thrilled. We look forward to welcoming you back, if not before then maybe for next years party! Kind regards General Manager

"Great break"

5
User 23/11/2017

Would recommend this hotel. The pool is absolutely gorgeous!! Reception staff not brilliant but restaurant and bar staff lovely. We were upgraded due to faulty shower and delighted with our stay. Can be a little busy if hen night or wedding but overall we loved this place! Been twice and off again soon! Would thoroughly recommend for mini break to anyone!

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

"spa break with my husband....fantastic!!"

5
327bonbon, Bristol, Rhode Island 20/11/2017

The hotel was absolutely amazing we had a complimentary upgrade to the bridal suite and my what a beautiful room! The spa facilities were brilliant and the staff so accommodating. We ate in the Crane restaurant and the food was second to none beautifully presented and even more tasty. We would highly recommend this place to everyone. Booked again for February and cannot wait! Thank you for a wonderful stay.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your stay, thought the food was second to none and the staff accommodating. Thank you for your recommendation and we look forward to your return visit in February. Kind regards General Manager

"Fall from grace...."

1
ultranort, Caerphilly, United Kingdom 20/11/2017

Wow...just,....wow. I have never seen such a nice venue drop in standard as rapidly as it did on my last visit. I was genuinelny shocked with the service and our treatment in the bar area. Highlights include - - Ordering sandwiches for lunch. Being advised that unfortunatley there was no salad available for the cheese sandwiches as they had run out. The alternate offer was tomato sauce. Accepting that the cheese sandwich would be plain, I then witnessed the next customer being offered salad with there turkey sandwich. - Ordering a certain brand of drink and being advised that it wasn't available at the bar, but that the barman would go and get it from the private function bar. Waiting 20 minutes for the drink to be brought to us before realising that the barman looked like he had forgotted. Asking for the progress of the drink delivery to the response of barman's realisation that 'actually we do have this brand in the bar'. - Waiting to be served at an unoccupied bar for 15 minutes at a time, as the private function clearly took priority over a couple of regular customers who wanted an enjoyable stay away. - Watching a couple of different guests pull themselves a drink, as the bar was unoccupied for so long??? - Being served a spicy chicken pizza which a singular piece of.. actually I'm not sure what it was but it had a lot of roots sticking out of it. I have a photo of it if anyone would like to guess the species. It was described as a 'rogue vegetable, but I'm still not convinced it was of this world. On questioning it, I was advised that it had given the kitchen staff a good laugh... every cloud.... -General embarrasment at inviting a couple to stay with us for this weekend, describing it as an amazing place, allowing them to splash out at a season that is generally tight for most people, only to be horrifed at our treatment and wanting the ground to swallow me up. - Finally, awaiting the generic response that I will likely get to this review, advising that 'feedback will be given to improve the service' none of which will pacify my embarrasment or wasted finances for trying to treat my lovely wife who works her backside off day on day. This may sound a bit of excessive and historically I don't write reviews but I'm bitterly disapointed with this one so close to Xmas. I really could have done without it. Great Shame

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry to read you were disappointed with your stay on this occasion, especially the service you received from the bar team. I will of course bring this to the attention of the food & beverage manager, who I am sure will do additional training with the bar team. In terms of the 'rouge vegetable' I have spoken to the chef on duty and can confirm it was the top of a shallot. We do of course apologise for this. I am truly sorry if your felt embarrassed with the service on this visit, as you know this is not our usual standard of service and would hope that this is a one off occurrence. I look forward to your return in the future so you can received the normal standard of service that is expected. Kind regards General Manager

"Lovely relaxing night away"

4
wilks34, Caerphilly, United Kingdom 19/11/2017

Had a lovely night at the Heronston hotel and spa. It was a surprise night for my husband and he really enjoyed it. Staff at the hotel were very helpful and friendly. The food in the restaurant was nice but there were a few things missing from our meals. Just check what you have as the potatoes were missing from steak and no cream on the brownie. The room was lovely and clean and obvious recently done out. The bathroom was amazing and not one tiny bit of mold, from someone with a real issue with hotel shower curtains it was so nice to walk in and see a glass screen ?? The added touch of a card and chocolates for my husband left in the room was a very thoughtful touch. Would definitely recommend and will be booking another night here soon ??

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you enjoyed your stay, thought the staff very friendly and liked your bedroom. I am pleased you would definitely recommend the hotel and are looking to stay again. We look forward to welcoming you back. Kind regards General Manager

"Tennis Club party"

3
Owainstanford, Bridgend 19/11/2017

This is hard for me to write as this is supposed to be the best of Bridgend. Have used this establishment many times and always been very happy but last night unfortunately wasn't the case. I've given a three because in all fairness the food and waitress' was good. Unfortunately we had a function in the Ibis room which was full but at one point there was only one member of staff serving drinks to all the function and residents. I did approach the manager and express my disappointment and was told the matter was in hand and that there was sufficient staff to serve drinks . Eventually more staff were available but the standard of service was abysmal and not expectable. You had a room full of people wanting to give you money and were clueless. What annoys me is the arrogance shown that nothing was wrong. This was a great hotel but standards of staff has gone down badly and if management can't see this then there is a problem. Compliments to the chef !!!!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am happy to read you enjoyed your meal and thought the waitress service was good. I am disappointed to read you were disappointed with the bar service you received, I understand that the banqueting manager on duty who spoke with you did check the bars following your conversation and asked the duty manager to also help the bar team with the initial service of your party. I will pass your kind comments onto the chef concerning the meal and will ensure the Food & Beverage Manager is fully aware of your disappointment in the service received from the bar team. Kind regards General Manager

"One to avoid"

2
User 15/11/2017

A hotel which could easily raise its game, a 4 night stay showed consistently poor service, the staff seem uninterested and frankly a little bored. There were times when ordering a meal or drink seemed to be a chore and you were inconveniencing them. The food was pretty poor, undercooked chips, small portions and when asking what was on the desert menu, one night we were told... nothing! The staff at breakfast in the restaurant were the only who showed any effort or smiles. Overall the room was nice although the tv wouldn't always work and toiletries were never replaced. Would I recommend, no, spend your money elsewhere.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for taking the time to write a review, I am sorry to read we did not meet your service expectations on this visit. The feedback you have provided will be used to identify further training needs and improve service standards. I hope you will return in future to see a marked improvement in the service you receive. Kind regards General Manager

"Dissapointing "

2
Bethnkarl, Pembrokeshire, United Kingdom 12/11/2017

We stayed at this hotel for one night on the 7th November. I rang to book it on the Friday before and that was where the disappointment started. Spoke to a lady I believe her name was Marion? She was very rude and when I said we would take the 3pm slot for the spa she abruptly said well no one goes at 3 and the other at half 3. Booked in for the spa and when she asked for my email address I asked if I could spell my surname as I have an unusual spelling to which she replied I know how to spell. Unfortunately as predicted she got the spelling wrong so I had no confirmation email. Arrived and was greeted on reception by 2 people who could not find my booking at first, but after they checked us in they provided the towels for the pool and said that our treatment wasn't til 3:30 and 4pm. Not what we were told the day before via email. When it came to the spa treatment the therapist asked if I was allergic to anything which I am (wheat and gluten) so they couldn't do my massage as they only had wheat germ oil. Although credit to the lady she went out in her own time and found me an oil I could use and booked us in for the following day. Pool area was good although no sign of the relaxation room? Food that evening was exemplary and a welcome surprise compared to how the stay was going. Chef catered for my diet perfectly and again at breakfast the following morning. The waitress Cerys (unsure of spelling) was faultless amazing customer service and really friendly. So I hope you can pass on our appreciation and thanks to her. Our room wasn't what we were expecting. The size was more then adequate however the bathroom door would not shut/lock properly and the shower burnt you one minute and froze you the next. And there was also water on the wall nearest the window and a crack on the wall by the single bed. Overall the food/waiting staff and the spa therapist saved it for us but the people taking the booking and reception staff aren't organised enough. Though the lady on checkout was lovely, her name was Melissa and Tara who I had been in contact with over email. Really need tk improve especially when your paying £119 for the night. Beth

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for taking the time to write a review, I am pleased to read you were happy with the service you received in our spa and our restaurant and thought the food was exemplary. I am sorry to read you were not happy with how your reservation was made and I will discuss this with the reservation team. I can confirm all our standard rooms are part of a major multi million pound refurbishment. I hope you will return in the future to a much improved standard of service from our front of house team and to a newly refurbished bedroom/bathroom. Kind regards General Manager

"Group Stay for Party/ Event"

3
User 06/11/2017

This was a large birthday party with a set menu. The food was very poor. It was a beef or turkey main choice. A lot was cold when served. This was due to untrained staff not completing serving a table before moving on to the next table due to inexperience. Breakfast again was spoilt by being cold a good choice of food but even waiting for the food to arrive from the kitchen it was cold with cold plates. Room. Our room was clean but very dated. The bathroom was very poor with taps not working correctly. The shower was very difficult to control. A lot of paint in the room was blistering. A long way behind the times by current competition. Especially at £80:00 for the night. Hotel needs updating.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guests, Thank you for taking the time to write a review, I am sorry to read you were disappointed with your meal during the birthday party. The hotel is completing a multi million pound refurbishment, so I would hope by your next visit you will see a complete difference. We look forward to welcoming you back in the future. Kind regards General Manager

"Would definitely recommend"

5
N8233MPgrahamw, Bridgend, United Kingdom 31/10/2017

I would definitely recommend this hotel if you are staying in this area. It has everything on site for commercial or recreation customer. Good quality at very reasonable price. The staff were all polite & friendly. The leisure center was excellent & very well decorated.

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

"Excellent value, well-located hotel"

5
NickCah, Birmingham, England 30/10/2017

For the price, I have no concerns at all about this hotel. The staff were excellent, particularly reception and the lady who handled the weekday breakfast service. Nothing was too much trouble. The family room we had was well laid out - it was slightly hot, but leaving the window open saw to that. Unbeatable for the price. Breakfast was good, although a little chaotic on the final day when it was full and there was a short wait for a table - it was better when it was a la carte service, but this only happened on one day of our stay. The table wait was well organised, but perhaps need more staff? Still, the food was plentiful and of decent quality. The spa was fine - the pool's not great for swimming and could do with a bit more light around the edge to encourage staying a bit longer. However, it was warm and clean. The spa bath, sauna and steam room were all excellent. Nearby there were various activities and places to eat - Porthcawl seemed to be the best place for food - didn't like the local pub, the Water Mill (slow, poor food) and the Pelican (now reopened) was fully booked. Riding at Ogmore on the beach (the purpose of our visit) was a clear winner.

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

"Old, dirty, shabby hotel with poor staff and service"

2
User 23/10/2017

The hotel has clearly experienced construction and expansion work during its lifetime. As a result there is the advertised high quality, new, refurbished wing on one side - on the other, hotel rooms that time forgot. A musty corridor (which stinks of damp) links the new to the old; at the top of a strange landing you will find a set of rooms with dirty carpets, stained net curtains that I'm sure once upon a time were white, dirty bedding and uncomfortable beds. Combine this with three plug sockets in my entire room which was supposed to accommodate three people, and this gives you a really lacklustre experience. It doesn't end at the room, staff who surely are supposed to make you feel cheery as you wake up in the morning to serve you breakfast were grumpy and inattentive. When we lost a member of our party's jacket, when questioned, a member of bar staff just about managed to grumble ‘try reception'. I'm giving this hotel two stars, because despite the awful hotel and food experience, the pool was good.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry to read you did not fully enjoy your stay. I am pleased you like our pool area. The hotel is currently undergoing a multi million pound refurbishment and the bedroom you stayed in is the next section of the hotel to be worked upon. In terms of the team I will of course speak to the relevant managers concerning the customer service highlights you have made. I hope to welcome you back in the future. Kind regards General Manager

"Dirty, rotten windows, damp smelling"

1
Tiggzzz, Ipswich, United Kingdom 23/10/2017

We stayed for 2 nights. The bath was filthy, bedding dirty, windows were old fashioned wooden single glazed - totally rotten, one didn't even shut properly! Condensation poured off them. Passage way linking the two building stinks of damp. Staff in bar and breakfast need to cheer up! We would not stay again, very disappointing!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry to read you were disappointed with your stay. Please do contact the hotel directly and we can discuss your points. I would like to confirm the area of the building in which you stayed is one of the next areas to be refurbished and will have new windows etc included within this refurbishment. Kind regards General Manager

"Surfs Up!"

4
Matthew M, Swindon, United Kingdom 21/10/2017

We stayed here in August arriving on Bank Holiday Monday for a few days. We used it as a base to get to Rest Bay. It looked ok online and as we were only looking for somewhere to crash after long days at the beach, we booked it. What a pleasant surprise, first impressions were not great from the outside. However a friendly welcome, good sized, clean, modern room changed that. The pool and spa facilities were also a definite plus. The staff were great, really friendly and attentive. The bar food was pretty good too. Will stay here again on our next surfing trip.

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

"Solo Spa afternoon"

4
User 19/10/2017

Had a lovely spa afternoon including a massage and afternoon tea. Had the pool to myself and the sauna and steam room were clean and well maintained . Jacuzzi not working but that was ok by me. Very relaxing floating about looking at the twinkly lights over the pool and the afternoon tea was served with proper China & cake stand and a proper tea pot which was very nice. Massage was a bit 'soft' just swirling about really accompanied by non stop chatter from the masseuse which was ok ( i am local so it was not a suprise) but not what I would have normally wanted during a massage and at the end of a relaxing 4.30 hours. Felt relaxed going home and would use again. ONLY downside was the wet floor in changing room that was not cleaned during the afternoon and did have hair deposits on it which I did not like. Floor between pool and steam /sauna had been cleaned but not changing room ! WORD of ADVICE - the 'robe' allocated IN THE TOWEL/SLIPPER PACK was basically a thin cotton hankerchief weight dressing gown about a size 6 which I could not wear at all. I took clothes to change into to have the tea on the bar & would have felt unbearably stupid if I had to sit in the bar in a robe so unfit for the purpose! Not good!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you enjoyed your spa day and afternoon tea. I will look into the robe sizing as they should all be a standard size, with some larger ones kept to one side and allocated when required, but none of them should be small. We look forward to welcoming you back in the near future. Kind regards General Manager

"Mixed Bag !ff"

3
Timberwolf3000, Bristol, United Kingdom 16/10/2017

Stayed at the Heronston last weekend following attendance at a wedding. Booked a superior room - comments below: Positives Room was clean and well maintained - looked quite plush and decoration was very modern. Bed was comfortable. Reception and staff we engaged with were all very polite and helpful. Breakfast was really good with friendly and efficient staff. Negatives Room was very warm (even with heating off) - couldnt seem to turn down the temperature and there is no air con and thermostat made no difference - as it was on the ground floor we couldnt really leave the windows open to try and cool it down. Really noisy - walls are all thin so you can hear everyone talking, opening cupboards, flushing the loo and walking along the floors upstairs. This led to a disturbed nights sleep. Bar staff at the wedding werent very good - had to repeat orders several times and they still got it wrong !. There also werent enough of them leading to long queues. Wedding buffet wasnt the best quality of food ever. Overall not bad and if they could perhaps improve the temperature control and sound insulation it would be pretty good.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am happy to read you thought the room looked plush, clean, your bed was comfortable and you enjoyed breakfast. I will bring your comments concerning the bar team and buffet to the attention of your food and beverage team. We use all comments to help us improve standards and highlight any training needs. We look forward to welcoming you back in the future. Kind regards General Manager

"Excellent Service"

4
DAVIDAB2202, CYPRUS 12/10/2017

We held 2 dinner parties at the hotel,over the last weekend for a relatives 90th birthday and must put on record that the young man who took responsibility on both of the days really was exceptional in his attention to us. So thank you Mefon,you really were great

"Very Comfortable"

4
Terry C, Warwick, United Kingdom 10/10/2017

For a 3 Star hotel it was very good. The room was clean and comfortable. Food very good but the breakfast could have been improved. Buffet bacon and eggs go cold very quickly. With the evening meal you do not need a load of potatoes and veg with a pasta dish.

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

"In desperate need of decorating."

2
Sarah N, Herefordshire, United Kingdom 03/10/2017

This hotel used to be so nice & well kept. Sadly, it is now very tired and dated. I was in room 69 on the ground floor. The room lacked character. The decor was drab; the curtains very dated and the carpet was filthy, as well as being very dated too. Behind the door to the dressing area the carpet clearly had not been hoovered properly as there was a layer of dust. I initially thought the bathroom was ok, but on closer inspection the seal around the bath was messy, and there was mould on some of the grouting. The shower was a fixed height and it had very poor pressure. The shelf and tray the complementary refreshments were on was not very clean - I cleaned the area myself, and had to give the cups a good rinse before using them. To top it all, the guests in the room above me were extremely noisy from about 05:30 onwards, it was relentless, so I complained to the management and in all fairness, they took £10 off my bill. The cooked breakfast was average and I found it strange that the glasses for juice were stacked up in front of the juice dispenser, making it difficult to get to (being short!). The toaster heated the bread rather than toasted it and I was met with indifference when I mentioned it to the young man seating people. I was last at this hotel in 2000, and it would appear that very little maintenance has been done since then. A lick of paint in the rooms would be a start. Upon check out I noticed that the surface of the counter top, to the very right in the corner was dusty - I ran my finger throughout it - not a good impression. Come on Hereonstine, you can do much better!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for taking the time to write a review, I am sorry to read we did not exceed your expectations. I would like to confirm the hotel is currently undergoing a major refurbishment and room 69 is included within this plan. I hope you will return in the future to see the results for your self. Kind regards General Manager

"Cosy hotel that covers all needs"

4
Sergio D, Valladolid 29/09/2017

All services in the same building was a plus, as rainy weather did not invite to go out. Gym pretty basic but well maintained, comfortable Spa and swimming pool. The menu was the negative point (closed soon, scarce and expensive, but well cooked). The twin room was comfortable and wifi was stable the whole stance.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am please to read you found the hotel comfortable, the WIFI good and you enjoyed your meal. I am sorry if the restaurant menu was not extensive enough for your tastes, we do also have a bar menu with further dishes on. I look forward to welcoming you back to the hotel in the future. Kind regards General Manager

"Not bad"

4
Orangefarm, Lancashire, United Kingdom 27/09/2017

Upon entering the hotel grounds the building gives the impression of a well maintained establishment. The hotel reception area was very pleasant. The staff weren't the friendliest bunch. They did their jobs efficiently, no more and no less. The room was clean and tidy. Rather bizarrely the bedside lamps were unplugged when we arrived and so we had to plug them in after first figuring out why they weren't working. The door to the room was not as secure as I would have liked it to be. It was equipped with a deadbolt that was engaged from the inside. With the deadbolt in place I felt secure knowing that nobody could gain access to the room. My wife went to the car to get something and I engaged the deadbolt. When she returned she used her key card to unlock and open the door despite the deadbolt being engaged. Yes, that's right, a key card could override the deadbolt on the room door. If the key card that my wife and I had been given could do it then the hotel could most likely also do it and, more frighteningly, so could a criminal, potentially in the middle of the night. A fat lot of use that deadbolt was! The room contained everything you will need for a comfortable stay. The lighting of the room was interesting. There was no ceiling light in the main part of the room, just in the entrance part. The main part of the room was lit by the two bedside lamps and a naked fluorescent tube situated above the desk. It did a very good job of lighting the room but I just found it a little unusual. Another peculiarity in the room was the thermostat control poking out of the wallpaper above the bed. The fire alarm was inside the room. Let's just say that if the alarm goes off you're definitely going to hear it! The bathroom was excellent with containers of high quality body wash and shampoo. It was nicely lit with plenty of mirrors. The towel rail is heated so you always have a warm towel after your bath or shower. The hotel grounds are very pleasant and there is plenty of free parking.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased you enjoyed your stay at the hotel and I thank you for a very informative review. I would like to confirm the hotel is currently undergoing a full refurbishment with all bedrooms included, this will resolve any lighting issues etc. I look forward to welcoming you back in the near future. Kind regards General Manager

"Lovely spa afternoon"

4
Heather S, Porthcawl, United Kingdom 25/09/2017

Booked a afternoon spa package for myself and mum for my birthday treat back in July, It's only down the road from me so that was a bonus. We had a treatment, light lunch and use of the facilities. Have to say it was really relaxing, we both had manicures and the girl who did them was so friendly. The swimming pool area is beautiful, it's like a starry night so relaxing. Lunch wasn't bad, choice of sandwich, baguette or pasta and you can get chips with it. Only niggle is that a drink could of been included and when I looked into it, pricing the treatment, lunch etc it seem to be much of a deal when I thought as a package you're supposed to save money? Anyway apart from that I would go again if it's for a special occasion, spent about 4 hrs there as we took advantage of the pool, sauna, steam room to get our moneys worth.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you enjoyed your spa day and really liked the pool area with the starry night ceiling. We look forward to welcoming you in the future. Kind regards General Manager

"Stayed for 7 days for my daughters wedding"

4
User 22/09/2017

We were in Wales because my daughter was getting married at the nearby Ogmore Castle. My daughter was getting ready for her wedding at the hotel and then staying for a couple of nights afterwards. Many of the wedding guests stayed the night of the wedding and my daughter arranged a special deal for those nights. The venue was a very popular choice to hold weddings at - with at least 2 weddings a day held there over the bank holiday weekend. His made it a very busy place. The breakfast each morning was well done. The bar food which we had most nights also had a good selection/menu. The pool/spa area I felt needed updating it felt dated. Some parts of the motel were very standard - my son and and nephew had a terrible room the second night they were there. Our room was comfortable enough and looked into a nice garden courtyard. My daughter had one of the bridal suites for her and her bridesmaids to get ready in. It was a large enough suite but not so modern and a little dated especially the bathroom - but being in the ground floor which opened into the garden court yard made it very convenient for the photographer to start taking photos of the girls. Overall our stay at the Heronstone was very comfortable and all the staff very helpful and friendly.

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

"Enjoyed a Superior Double room - very impressed"

4
Huw R, Uckfield, United Kingdom 20/09/2017

A good sized room with plenty of space for the sofa, with patio doors onto a courtyard garden. Bathroom seems newly & completely refurbished. Excellent & tucked away from bar & wedding party room. The hotel is fairly "stretched out" which means you're unlikely to be disturbed by the various functions it hosts. Disappointed we didn't have time to explore the leisure facilities. Staff also very helpful.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased you liked your bedroom and thought our team was helpful. We look forward to welcoming you back when you may have more time to explore the leisure facilities. Kind regards General Manager

"Lovely and welcoming"

5
kylielgreenslade, Bridgend, United Kingdom 19/09/2017

Would recommend a stay here at best western heronston hotel. Staff are friendly and kind and cannot do enough for you! If you want a warm welcome, comfortable and remarkable stay then go here. The rooms are extremely clean and the breakfast has so much choice and is beautiful. Spa is a must!!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for you kind review, I am pleased to read you enjoyed your stay and all the team gave you a warm welcome. I will pass on your kind comments to the team who will be thrilled. Kind regards General Manager

"A disaster!"

1
Solperros, Chandler, AZ 16/09/2017

We had booked a room at the Heronston several months before traveling to Wales. We booked through the Best Western web site and reserved one of only 2 suites in the hotel. We followed up our reservation by attempting to contact the hotel directly through their published email address with specific questions. After 3 attempts with no response we went to the Tripadvisor forum to see if they were still in business and if other guests could help. To our surprise the hotel promptly responded through the forum. From there we communicated directly with reception to verify that we had indeed reserved a suite and that the suites had air conditioning. The answer to both questions was yes. Upon arrival, we walked into complete chaos. The entry, reception area restaurant and grounds were filled with screaming children with no effort to control the situation for other guests. We were told our room was not available and had been given to someone else. And additionally, none of the other rooms had air conditioning. We showed the desk clerk our emails from them confirming the room type, it made no difference. The room we were offered was a pathetic, dingy trammel, certainly not the suite we had guaranteed. The air conditioning issue was not merely a temperature issue but a concern about breathing and being able to sleep which is why it was so important to us. We were forced to locate another hotel 15 miles away in Swansea at greater expense. The desk clerk told us "well sometimes this happens when we have wedding parties", implying our room was simply handed off to someone else. We left our mobile number as we were told the manager would call, no one did. For the value and quality of the room, as well as the peace and quiet you can do much better than here! Certainly do not expect this hotel to honor your booking, to follow up on their commitments or even call you back.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, however, I am the only person who can access the Trip Adviser forum and have not been in correspondence with yourself. Please can you confirm your paperwork and forward to me directly at the hotel so I can look into this further. Many thanks General Manager

"Very disappointed "

2
kevinfearn, Cannock, United Kingdom 16/09/2017

Where do I start, this is a lovely hotel let down by poor service, this was supposed to be our best hotel of our week in South Wales, it was supposed to be a free night from my Best western points, we was paying for a breakfast and a dinner, the room was an upgraded one (in the quiet area) it was very nice, so we thought, we went down for dinner, we had a starters which was lovely then we waited for our mains, the people opposite us also waited for there's to, so there's came out first put on the table in front of them, and sat there for a while why they waited for the waiter came out again they disgust what they had been given , then they took the good away which very much like what we ordered, the there's came put the ours came out a little cold? Then we went back to the nice room and rested then went to sleep, we was woken up at 1.00 am ish to an noise which was unbelievable the rain out side was coming off the roof and falling on the window cill and we could just not get any sleep we stud it for half an hr then I got dressed and went to see reception the night porter came down and Hurd the noice for him self but said there was no clean rooms for us to move to, so we had to put up with it until the rain stopped at 3 am ish, so we was completely knackered I did record it and showed it to the reception the next morning but did not seem much bothered, we got our bill we was charged £20.00 for having a free room, I was distracted by that and paid, she said she would look into it later, then I got back to the car a looked at the bill again and realised I was charged twice for dinner and went back to reception again and asked her why she said she would look into it later and assured me it would be credited back, we will wait and see? So overall not great

"Comfortable stay"

4
User 12/09/2017

We have stayed here several times but not recently so it was nice to see some changes. Flat screen TVs in the rooms, free wfi. Loads of parking Very reasonable, good standard of breakfast. Use of pool and leisure facilities. Couldn't fault it. Will stay again.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind reviews, I am pleased to read you have seen some updates in our hotel since your last stay and enjoyed your time with us. We look forward to welcoming you back in the future. Kind regards Carolyn

"My stay at the Heronston Hotel and Spa"

4
Lyndon M, Sheffield, United Kingdom 11/09/2017

I worried a little when I first saw the exterior of the Hotel, but it has been updated inside very nicely. Food is excellent, staff very helpful. My Granddaughter especially loved the swimming pool. The leisure / spa facilities are very good. Would definitely stay again.

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

"One night stay."

5
Jaypgee, Salisbury, United Kingdom 10/09/2017

Stayed one night in this hotel. Lovely inside, clean, nicely furnished and in a quiet location. The hotel was very busy with two wedding parties so there was no porter available to transport luggage to the bedroom but lifts were available. I was booked as sole occupancy but given a beautiful, very spacious double room. with comfortable bed and pillows, leather settee and chair, hair drier and tea/coffee making facilities. Bathroom was clean and spacious with shower over bath and complimentary toiletries. The dining room wasn't overly large and I found it too warm but the food was delicious and beautifully served. The staff were friendly and helpful. There was a bar and Spa facilities but I didn't use either Very nice , would definitely stay again.

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

"Good rooms but slow restaurant service"

3
NI3-279, Bangalore 07/09/2017

2016 was good stay at Heronston and hence i was booked again for August 2017 on office trip. Rooms are big enough with sofa but are showing the age..might need renovation in near future. biggest letdown was from restaurant ....i stayed almost for 2 weeks and except one lucky day...all remaining days breakfast buffet was only available on 7.15 am even though the timing starts from 7.00 am...If you wish to go to office early then you might be disappointed....big thanks to the reception staff for answering all my queries and also storing my case during my weekend visit to London...i collected it back in the following week's stay...overall good stay but will hope for improvements in service..

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you enjoyed your return stay. Breakfast on most occasion mid week is cooked and served to order, however if the numbers of guests in house is very high we move over to a buffet breakfast, we tend to but this out once guests have started to arrive in the restaurant to ensure it is as fresh as possible, I am sorry if his did take time. If you require a prompt breakfast or an earlier breakfast, please let us know and we can ensure this happens on your next visit. We look forward to welcoming you back in the near future. Kind regards General Manager

"One night at Bridgend"

4
Mark L, Stratford-upon-Avon, United Kingdom 06/09/2017

Nice hotel with very friendly staff and plenty of parking. The room was ok with a decent size bed, new look bathroom, wardrobe, iron, hair dryer and ironing board. Good for business travellers. I didn't used the spa, but it looked fairly popular when I checked in. Breakfast was heathy and fresh. Good place for a stopover

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you enjoyed your stay and thought it was a good place for business traveller. We look forward to welcoming you back in the future Kind regards General Manager

"Ideal for a short break"

3
joannie448, Gloucestershire, United Kingdom 03/09/2017

We booked a King Superior Room on the ground floor which had received a refurb - quiet location, all clean and tidy, spacious with tea making facilities, toiletries, bath with overhead shower. Buffet breakfast was good. Unfortunately we didn't have time to use the pool or the gym so are unable to comment.

"Grim ..... Very Grim .... Needs to be Demolished"

1
Tom B, Boston, Massachusetts 31/08/2017

Hallways, Rooms everywhere has a musty smell of age, delapidation and is crying out to be demolished. Bed is like a cross between laying on a slab of granite and a bag of stones. The mattress is completly shot. Pokey hallways that are a maze to navigate, tell your child to go find the gym and come back...... thats the last you'll see if them..... they'll be lost to the series of corridors and add ons that hotel seems to be made from. As for the "gym"...... you are having a laugh.. Some of the equipment needs to be skipped as it is not properly maintained. Theres a swimming pool and sauna apparantly, i didnt bother, i was disheartened by the gym...... Walking from the gym i eyed up the food others was eating..... i promptly showered and left to go to another place i researched on here. Staff are great, but thats about it. Owners need to realise that this place is rundown. Don't know how Best Western let them be part of the franchise. Not up to par, sorry.

"No real complaints but....."

4
User 31/08/2017

Not the first stay here and on both occasions its been pretty good for 3 stars. We had a free upgrade to a `superior` room which was very nice. Minor details are important such as the toilet seat was loose. The leisure center has a larger than usual pool but the sauna was out of action and was for the day we were there. It was annoying to get to the changing room only to find the lockers didn't take the new pound coin, a simple note at reception advising guests of this would have avoided the treck back to reception and a Que to ask for an old coin. Once in we found the sauna not working and no cups for the water dispenser. All minor issues but in my book its attention to detail that can make the difference. Our evening meal was top rate and worth every penny, even a birthday card and box of chocs for the other half even though we didn't exactly shout out it was her birthday. Now that IS attention to detail!

"Spa day/night"

5
User 29/08/2017

Great hotel! Clean and well maintained rooms with friendly staff in all departments Lovely evening meal although we had a slight confusion over the cost due to the prices in reception being different to what's on the menus in the restaurant. (All meals charged to the room/Only available option). The spa facilities were very relaxing except for the pool at one point due to children racing from end to end. (Not what i was expectibg if im honest). However, the massage the next morning left me leaving very relaxed. Will definitely be visiting again - Just wish there was a childrens pool and adults only pool for a more relaxing experience.

"Party Night"

5
Julia C, Barry, United Kingdom 27/08/2017

I had the Kingfisher suite for my 70th Birthday bash. It is a lovely room with chandeliers it's own bar and nice toilets. The buffet was extremely tasty. The staff were helpful and I got everything I asked for. Overall a little expensive but a very nice venue. The rooms are good and getting better as the upgrades are continuing all the time, the price of the rooms is very reasonable and if you can get an offer the prices can be amazing.

"A Training Venue"

2
Somefella003, Pembrokeshire, United Kingdom 23/08/2017

I've delivered business workshops at the venue a few times over the years. Airless room and seem to always be cutting trees down when I'm there so have to close all the windows. Twice in a row so far! Late with the refreshments, no water glasses. Just frustrating as unnecessary.

"Didn't get what we paid for - read the small print."

1
Tim P, Derby 21/08/2017

To set the scene, we stay in a lot of hotels around the UK; we use them as a bed only, rarely anything else. However, on booking.com, this hotel offered a breakfast and a relaxing spa (look at the pictures, it REALLY is that beautiful in there). So I was happy to pay more - for me £94 for two of us is a lot but breakfast and a spa - worth the extra, so I thought. Sorry if that makes me tight.... Secondly, I'm not angel and have seen a bit of life and I know how to have a good time, often involving a lot of alcohol and swearing. But there is a time and a place. After a long wait to book in (five minutes, without so much as a smile from the girl on the phone) we hit the spa. There were 8 or so rowdy, drunken 30 year old women, pouring from cans and bottles into the plastic cups provided for the water fountain. It was like a scene from your local pool on a Saturday afternoon in the 1970's. Mayhem. I didn't have it in me to get dressed again and go to reception, so we put up with it and left. The sign says "this facility is unsupervised" but I don't think the two families with little children were too impressed either. Awful. Is there not even CCTV in there?! I'm one of those gentle souls who would rather not complain - what am I going to do? Walk down to the pool, point them out and then have 8 drunken women on my case at breakfast? No - it shouldn't be allowed to happen. That behaviour belongs in the pub, where I'd be happy to join and outdo them all. The next morning, we had our 'included in the price' breakfast and were then told we had to pay for it. Sorry, disagree. It specifically said when we booked that it was included. Not according to the hotel or booking.com. Live and learn.

"Great value"

5
Sparky0191, Essex 17/08/2017

2 night stay on business. Nice welcome on arrival. Large room on ground floor overlooking garden. Clean and bright and everything worked. Pool/sauna/steam room all excellent. Breakfast was also good - hot food freshly prepared. Poached eggs were perfect. Evening meal was rather bland but acceptable. Fantastic value for money - the quality of the hotel far out weighs the price paid. I would have no hesitation in staying again. Recommended

"Good Hotel"

4
29_Sussex_Traveller, Eastbourne, United Kingdom 14/08/2017

Arrived with 2 kids and associated luggage. Given wrong room number. Traipsed for about 10 minutes to and from the wrong room, just to have to go back in the same direction. Good facilities. Nice bar, posh restaurant and great swimming pool. However, it appears "members" of the health club are less than welcoming when you get into their swimming pool with well-behaved kids who are better swimmers than they are. I do sympathise, but when we're clearly trying to keep out of the way the tuts-and-moans aren't necessary, hence the reason I felt the need to mention it. Good parking, good breakfast and great location if you need to be in this area. Bar food prices are high, but appreciate this is typical for hotels, so nothing out of the ordinary. Definitely recommended and we'll certainly be staying again and again.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your stay and thought the facilities are good. I have noted your comments concerning your pool and members. We look forward to your return visit and thank you for your recommendation. Kind regards General manager

"Service"

5
S8829YEandrewb, BOGNOR REGIS, United Kingdom 09/08/2017

great weekend stay, the facilities, pool, sauna etc. are excellent and the food in the restaurant is superb (and not expensive) staff are brilliant and attentive, if anything is wrong tell them and its sorted only 15 minutes walk from the station and town well worth a visit

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

"AJ Scott Birmingham "

5
AJ S, Birmingham, United Kingdom 09/08/2017

Fabulous fantastic fresh friendly. Staff great. Very professional. Food excellent. Mouth watering. Room massive clean fresh and inviting. Shame only stayed one night as wanted to try out the pool. Keep doing what you're doing.

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

"Excellant Value Hotel"

4
suea437, Perth, Australia 08/08/2017

We had trouble booking online with this hotel so rang them direct and found a great 2 night deal for a superior room with breakfast. Would have ideally liked the deal for three nights but they were unable to do this at the same nightly price. Room was fantastic and if I were to be critical, started to look a very tiny bit dated but very comfortable, bed and bathroom lovely. Stayed in the bar for dinner - would have liked to sit outside but full of smokers as this is the only smoking area next to bar. Pool was lovely with sauna and steam room. Didn't use gym but looked functional. Staff lovely. Breakfast was lovely - buffet style but you could order extras freshly cooked - eggs any way, omelettes, pancakes, waffles etc. Very good value as found price comparable to Premier Inn but standard a lot better.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am happy to read you had an enjoyable stay and thought the hotel was value for money. I will pass on your kind comments to the team who will be very pleased. I have the pleasure to inform you the hotel is currently under a refurbishment plan which involve all areas and will include plans for designated smoking areas also. We look forward to welcoming you back in the future. Kind regards General Manager

"Wedding night "

4
User 07/08/2017

Stayed here on our wedding night, we just paid for a basic room but my sister phoned up and told them it was our wedding and they gave us a free upgrade so had a lovely room with four poster bed. Pool and spa is lovely and breakfast was lovely, lovely staff!

"Great overnight stay"

5
AReid2013, Blackpool, United Kingdom 05/08/2017

After reviewing online, I decided to book a superior room which worked out only slightly more expensive. From arrival to departure all was grand. The pool was colourful and clean and we even tried a steam room which we enjoyed very much. Food was amazing and one of the best breakfasts we have ever had in a hotel. Bar prices were reasonable also and the staff couldn't do any more for you!

"A lot of good features but some disappointment"

3
Ian P, Swaffham, United Kingdom 01/08/2017

This 'modern' style hotel is showing signs of deterioration and needs an upgrade/refurbishment. BUT there are plenty of positives. On arrival, the room needed some minor maintenance and this was attended to quickly and efficiently. The bedroom is quite attractive but there are better beds in some well known chain outlets. Strong wifi and comfortable seating were appreciated. The bar is a disappointment to a 'real' ale drinker having no 'real' on draught and not even a selection of bottled 'real' ales to offer, but attractive wines were good value. The bar menu reads well and meals looked reasonable but space is restricted, but a visit to the main restaurant was rather disappointing - menu reads well albeit, limited, but the presentation and quality was satisfactory but not special. The staff are attentive and very helpful.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for taking the time to write a review, I am happy to read your thought the staff were attentive and helpful. I am sorry we were unable to exceed your expectations in some areas and will take the points you have made on board. All guest feedback is used in a positive way to improve service and standards. We look forward to welcoming you back in the future. Kind regards General Manager

"Will not be staying again"

2
User 26/07/2017

I'm really struggling to think of any positives for this hotel. The reason I gave it 2 starts instead of 1 was because the staff were friendly. The hotel itself was really dated. The room smelt musty and old, which is not appealing. The internet connection is very weak (staying here for business was difficult). The gym was old and dated, and the air con didn't work (when I stayed at the hotel it was a very warm day, and with no air con in the gym it was like working out in a sauna - i'm not over exaggerating). I was really disappointed as the only reason I booked this hotel was because it had a gym, and I could only use it for 10 minutes before I was on the verge of passing out. All in all the hotel is in dire need of updating. I stay in hundreds of hotels in the UK due to business travel and this hotel is by far the worst I have ever stayed in (not just in the UK either).

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am sorry to read you did not fully enjoy your stay. I can see from your review you thought the hotel is dated, I have pleasure to confirm the hotel is being fully refurbished currently so hopefully be your next stay we will have completed and will have a new gym as well as bedrooms etc. I hope you will stay with us on your next visit to the area. Kind regards General manager

"Our anniversary "

5
User 25/07/2017

We stayed here now for the second time to celebrate our anniversary. We had a amazing time the room was out standing and staff were very helpful and will definitely be spending our next anniversary here Thank you so much x

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Firstly let me congratulate you for your anniversary and thank you for taking the time to write a review. I am please to read you thought your stay was amazing and will be spending your next anniversary with us also. We look forward to welcoming you back. Kind regards General Manager

"Wedding"

5
User 24/07/2017

I would highly recommend. I had my wedding there on the weekend and thanks to mark and all the staff i had special day the food was fab and nothing was to muh for then. Leading up i had a stressful week due to everything going wrong but as soon as mark took control everything went perfect and i could relax and enjoy. Would definatly visit again

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am really happy that you enjoyed your wedding at the hotel. Mark will be thrilled with your comments. We look forward to welcoming you back in the future. Kind regards General Manager

"Amazing hotel"

5
User 23/07/2017

This is our 2nd visit to this hotel and we love it! The staff are Amazing, so friendly, helpful and they all go out of their way for you. We always stay in the superior rooms, which are clean, spacious and well equip. The spa is lovely and clean too. We have a spa treatment each and again the spa staff well amazing. The facial was superb as was the Indian head massage!! The food was amazing, not a bad word about this hotel at all. Well worth the stay and we will defo be going again!!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for taking the time to write a review, I am happy to read you enjoyed all aspects of your stay. I will pass your kind comments onto the team who will be really pleased. We look forward to welcoming you back in the future. Kind regards General Manager

"Nice hotel just a little tired"

4
User 16/07/2017

Stayed here for a concert at the Millenium Stadium and great as 25 mins on the train 20 mins walk to station and plenty of taxis when we got back. Ate in the bar and food was very good, room was nice but just a little tired. Breakfast was a little chaotic with food running out and not enough room for some guests. Pool was great with jacuzzi and would stay again especially with the prices being charged in Cardiff !!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your stay, bar meal and our pool area. I am sorry to read that breakfast was very busy during your stay. We will look forward to welcoming you back in the future to maybe another concert in the area. Kind regards General Manager

"Just what we needed!!!!!!"

5
User 12/07/2017

I just thought that I would write a quick review about our recent stay and we had a really lovely time. It was a deal through Wowcher for 2 and we paid £119 for an overnight stay, with a course dinner, choice of spa treatment and breakfast included. For that price I would do it again. Such good value for money and we had an amazing time too. The hotel was modern, clean and the staff were friendly too. Nothing was too much trouble. I think we changed the meal times twice and we were also late for breakfast but they managed to squeeze us in, JUST! Lol The breakfast was lovely and the evening meal was even better. The spa area was bliss and the massage was very relaxing. We got a lot covered in a 24 hour window too. We went to Porthcawl fun fair, Bridgend town for cocktails, Merthyr Mawr sand dunes and Southerndown beach as all were really close to the hotel. All in all, if you just want to get away from it all then I highly recommend this hotel. The Wowcher deal is still at this present time and we are contemplating rebooking.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for taking the time to write a review, I am pleased to read you had such a lovely time at the hotel and managed to make the very most of the area as well. We look forward to welcoming you back for another fun packed break in the future. Kind regards General Manager

"Friendly staff and very clean"

5
User 10/07/2017

All I always ask from a hotel is cleanliness and friendly staff and they more than delivered! From the chambermaids to the receptionist all the staff smiled and made us feel welcome. The food here is lovely and the pool facilities were welcomed by us as well as a cheeky massage! Staff were very helpful and accommodating for us as we had a baby with us, from warming his food for us to supplying a comfy travel cot! We will be staying here again!!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am please to read our staff were friendly and you found the hotel to be clean. I will pass your comments onto the team who will be thrilled. We look forward to welcoming you and your family back in the future. Kind regards General Manager

"Great value for money!"

4
User 10/07/2017

We booked a family room for 2 adults and our 4 and 5 yr old. We ended up with a huge 'suite' with an entrance hall, two big bedrooms and a big bathroom which we were really pleased with! However the accommodation block we were in was definitely in need of renovation - old, dirty carpets, very small double bed, dated furnishings. The hotel facilities were great - we used the pool, steam room and sauna and all are a good standard. Breakfast was good - the cold buffet was a bit limited, not much fresh fruit. You can request hot food to be cooked to order which was good and came out really quickly. Overall we thought the hotel and facilities were great value for money.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your kind review, I am pleased to read you enjoyed your stay and thought the hotel was great value for money. Our standard rooms are currently being refurbished and this area of the hotel is part of the same refurbishment plan, so on your next visit, we will have hopefully completed these sections and the hotel will be a lovely surprise for you. I am please you thought the facilities were great and enjoyed our pool area. We look forward to welcoming you back in the near future. Kind regards General Manager

"Fantastic find-Spa break for a bargain price!"

5
fairy_whiskers, Exeter, United Kingdom 06/07/2017

Visited last weekend with my friend for a girls weekend away and were not disappointed. The price for use of the spa, a 30 min treatment, evening meal, breakfast and overnight stay was a real bargain- so when booking did think it seemed too good to be true. However, on arrival we were delighted to see a nice hotel, with welcoming staff, a lovely spa and good food! Our room was very big with a double and single bed and the bathroom was nice and clean. The spa was lovely and decorated beautifully, we used the steam room, sauna, pool and jacuzzi. Topped off with a neck,back and shoulder massage which was nice. The hotel bar was decorated nicely and we decided to stay there for the evening rather than venture elsewhere. There was a large wedding on, so plenty to watch! My only complaint would be the lack of toiletries in the room. We had a massage soap and some shampoo. It would have been good to have also had some shower and bath gel and a hand soap as well as standard. Although they were available at reception for free when asked, it was too late the first time I got in the shower! Would definitely recommend and hope to visit agan.

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

"Excellent"

5
hufflepuff2015, Exmoor National Park, United Kingdom 28/06/2017

Because of an over-booking at my regular hotel I found myself rebooked in the Heronston and what a nice surprise. This hotel was great, the room was big and the bed so comfortable. Room was clean and fresh and there was the added advantage of a patio door. The breakfast was well presented with everything you need and the cooked breakfast was fresh served by pleasant staff, so much nicer than self service. I did not use the spa and pool that looked very inviting, but I will come equipped next time to enjoy. I would recommend this hotel and will certainly look forward to my next visit.

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

"Really good stay"

5
jrmurphy2016, Gloucestershire, United Kingdom 28/06/2017

Stayed one night, staff very welcoming, our room was first class, loved the dog beds and dog bowls for our dogs. The pool and jacuzzi was wonderful. The breakfast was great. No complaints at all. Can't wait to return.

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

"Lovely Spa, reasonably priced hotel, dog friendly"

5
Laura B, Gosport, United Kingdom 28/06/2017

This was everything we were looking for in a hotel for a short break...use of their swimming pool and spa facilities are included in the stay, and we were very happy that they have some dog-friendly rooms so we could bring our pooch with us. It was very reasonably priced for the stay. The food in the bar was also very nice, if a little overpriced but then it is a hotel.The spa has a lovely night-time feel to it with dimmed lights and stars overhead, also very forgiving if you are a little self-conscious! Would definitely come again, thank you for a lovely stay.

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

"Hen Party Weekend Second to None"

5
User 27/06/2017

My husband and I are regular guests at the Heronston due to the beautiful spa so it was first choice when it came to arranging my daughter's hen do. I have never organised anything like this before, and I was obviously a little concerned whether it would all go to plan as I was unsure of how much I could leave to the hotel to arrange and how well we would be looked after even though Meryl who deals with group bookings was always very reassuring during the organising. I quickly realised that I needn't have worried at all, as she had it all under control! I have found Meryl's level of service and accommodation of our requests second to none, and a huge bonus is we were given our own small function room which really made the weekend. It meant we could play my daughter's favourite music all evening and not worry about disturbing other guests with any games we played. My daughter was also really pleased that she had a complimentary room upgrade and she really felt like a princess all weekend! She was completely overwhelmed by everything as we had kept a few things as a surprise. She said she could not have wished for a better hen do! I received compliments from all the party throughout the weekend on several occasions as to the attention and excellent service of all the staff who helped make our weekend so special by looking after us so well. In particular to the accommodation of our requests for the special dietary needs of some of the guests, and the extra water and early serving of teas and coffees, arrangement of the tables, etc - we really felt nothing was too much trouble for anyone. We will certainly be visiting the Heronston again soon and have already recommended them to others for their functions. Regarding the rooms, the standard rooms are lovely and comfortable and fairly spacious. However it is well worth paying a small upgrade for the superior rooms. They are beautiful and extremely spacious and make a special stay extra special. The spa is so beautiful and relaxing, gorgeous atmosphere, it feels magical. However it does sometimes get busy with children at weekends. But we have often been in there on our own or with just 1 or 2 others and it really is out of this world. Breakfast is generally continental buffet with cooked breakfasts to order. At busier times they have a cooked buffet too. Lovely coffee and they will serve cream with it if you ask.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, thank you for your kind review, I am very pleased to read your daughter enjoyed her hen weekend. I will pass your comments onto Meryl and the rest of the team who will be thrilled. I am glad you enjoy the spa and think its magical, we look forward to welcoming you and the members of your party back in future. Kind regards General Manager

"stayed three nights"

4
charlesclarke43, Bridgend, United Kingdom 25/06/2017

Stayed three nights nice hotel easy check in,breakfast Tues and Wed good.However Thursday breakfast changed to a buffet,not nice at all very little choice,would make sure we do not have the buffet breakfast again.The large carpark could really do with a good clean up,would suggest a sweep up from one end to the other,rooms are clean service from the staff good.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for yo0ur kind review, I am pleased you enjoyed your stay overall. I am sorry to read you did not enjoy the buffet style breakfast on the Thursday morning and we will bare this in mind for future. Kind regards General Manager

"Ok For 1 Night"

3
Broonaldo, Edinburgh, United Kingdom 17/06/2017

Booked this hotel last minute. Check in was ok. Didn't get asked /offered the same as the previous guest checking in. Different person. Room was big and clean. The bed wasn't the best. I guess I was in a non refurbished room as the bathroom looked s bit tired although was clean. Wifi in room did not work. Tried Ipad and iPhone. Reception suggested turning devices on and off but that didn't work. Went to var for a drink and meal and wifi worked. When I got back to the room it didn't work again, so definitely no coverage in my room. I did hear others ask st reception too about the wifi. Meal in the bar was ok. Check out very smooth. Good onsite parking.

"65th Birthday celebration and treat"

5
brittonjason, Kidwelly, United Kingdom 13/06/2017

This was a planned birthday celebration weekend, for the four of us, we booked by using a voucher deal which appeared to be good value, and on check out, my overall opinion of this hotel and staff was excellent. Special mentions should go to the lovely lady on the reception who was professional and most helpful from the offset, then Jess in the Spa, who performed a lovely facial for me, and other treatments for my family, and then the Restaurant and bar staff who were helpful and obliging throughout. The communal area's are decorated nicely, including the bar and restaurant. There are some area's that need some attention, but after all this is a three start hotel. The food was very good given it's value, and spa and pool facilities as described. We were also very impressed with our lovely room which had everything and was very clean. I would definitely recommend this hotel and will definitely be visiting it again, even just for a spa treatment. Thank you to all staff involved.

"Lovely stay, but the evening meal let it down."

4
alma1232017, Vale of Glamorgan, United Kingdom 09/06/2017

Myself and 5 friends stayed here overnight in May. The facilities were great, staff were very helpful and the room was lovely. The only thing that let it down was the evening meal. I was very disappointed. We were debating whether to go out for food that night, but decided to give the hotel a try. I wish we'd have gone elsewhere.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review. We are pleased that you liked our facilities and your room and your kind comments will be passed to the staff. We are sorry that you did not enjoy your evening meal though and your comments have been passed to our Head Chef. We do hope you will consider staying with us again so that we have the opportunity to provide you with a better experience in our restaurant. Kind Regards General Manager

"Best wedding ever"

5
Blindmaninbarbados, Bridgend, United Kingdom 05/06/2017

We booked the hotel for my daughters wedding on Saturday May 27th 2017 A wonderful day was had by all mainly thanks to the help and professionalism of Mark and his team on the day Everything was so well organised and the Day and evening went seamlessly We were all able to enjoy the whole experience from start to finish knowing Mark was taking care of everything The over all cost was very reasonable and would recommend anyone to have their wedding here. There were 100 guests in the day and another 50 in the evening , some of who stayed overnight. Thanks very much It was the Best day ever at the Best western Heronstone hotel.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you very much for your review and your kind words which will be passed to Mark and all the staff. We are so pleased that you chose our hotel for your daughter's wedding and that everyone enjoyed the day so much. We are delighted that you had the best day ever!! Kind Regards General Manager

"best western ive been in"

4
iandebdavies, pewsey 04/06/2017

This is the best western hotel I've stayed over the years . Not always gone with this hotel group . But Heronston shone over my doubts. Room was clean and tidy , good large room with plenty of plugs for charging etc. There was a nice desk area for work , that I used . Bathroom was clean and well supported in magnifying mirror , shaving Points etc. I had room service , what was very good ,food was of good value and good quality. Swimming pool was clean and tidy , with nice stream room and sauna . Nice to have a swim after a long day at work . Would look at staying here again when staying over in sunny wales.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest Thank you for your review and your kind comments. We are pleased that you liked your bedroom and bathroom and you enjoyed your room service meal. We are also pleased that you liked our leisure facilities. We look forward to welcoming you back to the hotel. Kind Regards General Manager

"Pleasant two night stay for a wedding"

4
bearz1066, London, United Kingdom 29/05/2017

Enjoyed a two night stay in this hotel while in the area for a wedding.Staff were friendly and helpful. Room was spacious with a good bathroom. Rooms could do with air conditioning however. Lovely spa and pool. Great breakfast.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for taking the time to write a review, I am pleased to read you had an enjoyable stay, you especially liked the spa and thought our breakfast was great also. I will pass your kind comments onto the team and would like to inform you that during the refurbishment every room will receive air conditioning. Look forward to welcoming you back in the near future. Kind regards General Manager

"Hotel with everything you need."

5
Vicki E, Bristol, United Kingdom 28/05/2017

Stayed here last week for one night whilst in Bridgend for work. On arrival, I checked in and receptionist was very welcoming friendly and informative telling me everything I needed to know for my stay. My room was large, very clean and very comfortable . I had everything I needed for my stay including an iron and ironing board in the wardrobe. I visited the spa which after a week long course and an exam the next day was just the relaxing environment I needed. The mood lit pool and jacuzzi were ideal after coming out of the sauna or steam room. Very good lay out and very relaxing. I spent the evening out on the nice little terrace a joined to the bar and then later ate in the bar. The bar was competitively priced for drinks and food. The menu was extensive and catered for all tastes. Food was lovley and good value for money. Nice relaxing atmosphere with friendly and helpful bar staff. At Breakfast there was wide range of choice in both the continental and cooked range. Coffee was delicious. My stay here was excellent, I had everything I needed, wanted and could ask for no more. Thank you for a lovely stay

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for taking the time to write a review, I am pleased to read you enjoyed your stay and found it relaxing after your course and exam. We look forward to welcoming you back in the future. Kind regards General Manager

"Ewenny bar and grill nice setting and modern bar"

4
User 26/05/2017

This was a lunchtime visit and there was a good meu choice. I ordered Thai green chicken curry which came with coconut rice. The presentation was good and cooked just right , tasted delicious and good value at £9.95 . The service was good and friendly. We ordered a bottle of the Spanish house white wine which complimented the meal well.

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

"Rating based on Great Value"

4
vonireland, Cambridge, United Kingdom 25/05/2017

We stayed here during a recent golf tour to South Wales. We got a great price for dinner, bed and breakfast and really have no complaints. Meryl looked after the booking and was extremely proficient. The rooms were clean and recently decorated and the shower worked very well. The reception staff were friendly (although the bell at the front desk was often required to get someone out) and seemed to know what they were doing. The food was OK but at the price absolutely no complaints (well, maybe better sausages for breakfast). The bar was well stocked, except for decent draught beer, but I expect that is due to throughput. The spa was surprisingly nice - full marks there. Plenty of parking and a ten/fifteen minute walk into Bridgend Completely met our needs.

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for taking the time to write a review, I am pleased to read you enjoyed your stay. I will pass your kind comments onto Meryl. We look forward to welcoming you and your golf party back in the future, to play some more of the great golf courses available in the area. Kind regards General Manager

"Hot hot hot"

2
HeatherJones, Swansea, United Kingdom 21/05/2017

Hey guys We stayed in your hotel 19th - 21st May. The staff were fab really helpful. The Friday night we had room service, the burger was great. The room was nice and clean, plenty of space and everything we needed was provided. My only bone to pick was the temperature. We stayed in room 31 and my gosh it was hot. It's not as if it was that warm outside but the room was on fire. On the first night I was burning up to the point of having to call reception for someone to bring me another fan. My partner and I both struggled big time with how hot it was, this was after having two fans on full blast. It's not very nice sleeping with two fans in your face but it was necessary. So I'm sorry to say we had two pretty uncomfortable boiling hot nights. On Saturday we had a wedding to attend and it was really quite horrible and stressful trying to get dressed and ready in such hot circumstances. That's my only compliant. If the temp was cooler I wouldn't have anything negative to say. I fully intended on mentioning this complaint to the staff this morning when we checked out but you had a wedding on and the staff seemed really busy so I didn't want to bother them with a complaint. The staff were great and the boy who brought my spare fan said it was always uncomfortably warm! I would be put off rebooking only because we had two very restless nights. Thanks anyway!

Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
Dear Guest, Thank you for your review, I am pleased to read you enjoyed all aspects of your stay except the room temperature. I apologise if this temperature was to warm for you and you needed an additional fan, I can confirm that in our refurbishment plans all rooms will be fitted with air conditioning and this will immediately solve this issue. I hope you will give us the opporuntiy to serve you in the future in one of our newly refurbished rooms. Kind regards General Manger

"Appalling"

2
User 21/05/2017

Booked a spa, bed, breakfast & evening meal break in April for 4 friends ready for May. No confirmation received so we phoned back two weeks later to query this. Receptionist confirmed dates 20th May with spa treatments for Sunday 21st -without being prompted. On Saturday 20th the hotel phoned to ask why we hadn't shown up the previous night. Now why would they bother to do this after the event, they'd been paid in full at the time of booking spot would make no difference to them if we had shown up or not. We challenged their dates, but having had no written confirmation we had no proof. They were apparently fully booked on Saturday 20th so, as far as they were concerned, tough luck for us. However, they have offered a full refund... why would they do this if it was our error? We believe that there was something being held there on Saturday 20th and we were apparently an easy target for them to cancel, and that they phoned us to avoid us making a fuss seen we got there. If anyone knows of a large function they'd on that date we would be VERY interested to hear. Total incompetence and disregard for us. Thanks to them our weekend was totally ruined.

Heronston01, 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
TredegarJan, Tredegar, United Kingdom 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
Tony B, Cheltenham, United Kingdom 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
User 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
makarta, Orillia, Canada 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
User 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
User 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
Eric B, Coelbren, Neath, United Kingdom 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
Mrs M, Wales 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
Theresa O, Malvern Wells, United Kingdom 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
Mark T, Washington, United Kingdom 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
Julia C, Barry, United Kingdom 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
Chris A, London, England, United Kingdom 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
marcusmancini, carmarthenshire 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
zoonyjr, West Midlands, United Kingdom 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
Velux75, Hertfordshire, United Kingdom 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
Karen M, Solihull, United Kingdom 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
atlantic128, Wells, United Kingdom 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
User 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
dave99909, Saffron Walden, United Kingdom 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
suki881, Barry, United Kingdom 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
marbles72, Woking, United Kingdom 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
chell1704, bridgend, wales 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
edwardsfamily5265, Chester, United Kingdom 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
brianandcarolfoberts, Cardiff, United Kingdom 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
User 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
User 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
Lynne T, Bridport, United Kingdom 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
User 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
ChritaP, Minehead, United Kingdom 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
jetboot, harrogate 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
CBDPL, Oxford, United Kingdom 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
J2R2R, Preston, United Kingdom 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
17pippa, Bridgend, United Kingdom 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
ChrisLake38, Longfield, United Kingdom 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
User 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
Tilymarner18, Swansea, United Kingdom 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
J C, Gloucestershire, United Kingdom 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
Michelle S, London, United Kingdom 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
Ammeer S, NEWPORT, United Kingdom 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
Rafe H, Derby, United Kingdom 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
Katherine L, United Kingdom 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
Ian L, ABERYSTWYTH, United Kingdom 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
Annabel M, Bristol, United Kingdom 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
Neil P, merthyr tydfil, United Kingdom 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
juliebishop, Bridgend, United Kingdom 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
Martin G, Southampton, United Kingdom 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
roger s, Bath, United Kingdom 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
coquet266, Peterborough, United Kingdom 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
randonkid54, Bristol, United Kingdom 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
User 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
User 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
Gill893, Lichfield, United Kingdom 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
Jacqueline H, Cardiff, United Kingdom 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
SouthWalesLizzie, Bridgend 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
Pamela L, Rayleigh, United Kingdom 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
john b, Competa, Spain 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
James M, Barton-on-Sea, United Kingdom 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
kathryn r, St Ives, United Kingdom 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
Debbie W, Cowbridge, United Kingdom 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
leluberry, Derby, United Kingdom 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
Stuart P, Southampton, United Kingdom 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
Natypop121, Swansea County, United Kingdom 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
User 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
scuppercup, East Preston, United Kingdom 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
User 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
503305, London, United Kingdom 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
potsnpots, Bewdley, United Kingdom 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
clairesteps, Leicester, United Kingdom 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
radhikachemuturi, Taunton, United Kingdom 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
dapper1954, Chippenham, United Kingdom 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
NI3-279, Bangalore 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
32tonyn, Batley, United Kingdom 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
sprnyks, Richmond , North Yorkshire 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
DEBBIETHOMAS, MERTHYR TYDFIL 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
PGTips1206, Chester, UK 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
wimbledone, London(Wimbledon) 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
whooper316, bridgend 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
Team_Flappa_2010, South Wales 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
NormaH39, Nottingham, United Kingdom 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
User 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
Newlyweds22, london 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
User 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
Rhianjackiewelshladi, Caerphilly County, United Kingdom 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
Suzanne B, Haverfordwest, United Kingdom 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
NINJA01, CAERPHILLY WALES 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
Judy D, Wolverhampton, United Kingdom 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
User 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
mjj742016, Swansea, United Kingdom 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
caroldr2016, Matlock Bath, United Kingdom 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
User 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
bevster2604, Wadhurst, United Kingdom 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
User 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
Dave O, Dorchester, United Kingdom 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
ExeTraveller, Exeter, UK 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
elaine t, Bristol, United Kingdom 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
User 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
User 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
shareeanne13, Rhondda, United Kingdom 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
Rebekah K, Addlestone, United Kingdom 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
puckpool, Hampshire 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
Victor P, Valencia, Spain 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
Sarah C, Bridgend, United Kingdom 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
Welshstirk, Shifnal, Shropshire 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
Abadablum, Worcestershire 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
Christopher W, London, United Kingdom 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
connorfam, Peterborough 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
Tilymarner18, Swansea, United Kingdom 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
boveyboy1941, Exeter, United Kingdom 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
doctorj42, Hove, UK 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
User 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
User 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
bradders1030, Cambridge 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
Kotzviki, London, United Kingdom 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
Les B, United Kingdom 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
leb55, Swansea, United Kingdom 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
Mrssprice, Cardiff, United Kingdom 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
SandraBizzy, Wales 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
User 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
CaroleHants, Hants, UK 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
miniman66, Stoke-on-Trent, United Kingdom 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
Chris R, Redruth, United Kingdom 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
Tonycable, London, England, United Kingdom 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
Glyn J, Warwickshire, United Kingdom 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
EmmaTingey, South Wales, United Kingdom 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
Mikefell, Manchester 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
User 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
OllieWright, Birmingham, United Kingdom 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
Dirkjoy, North Wales, United Kingdom 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
PAMMY006, Liverpool, United Kingdom 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
Ceri S, Cardiff, United Kingdom 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
User 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
User 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
idontlikespam, Alabama 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
Mike E, Billericay 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
Shanice S, Merthyr Tydfil, United Kingdom 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
robert s, Bath, United Kingdom 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
cmp9999, Chepstow, United Kingdom 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
Allan W, Torquay, United Kingdom 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
Sammyjo1988, Abertillery, United Kingdom 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
brian_calcutt, Lymington, United Kingdom 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
OllieWright, Birmingham, United Kingdom 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
phiggins54, Pontypool, United Kingdom 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
David A, Isle of Wight, United Kingdom 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
HilarySJ, London, United Kingdom 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
whimbrelboy, Merseyside, England 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
Hodar1812, Darmstadt, Germany 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
Helen W, Pontypridd, United Kingdom 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
whatahol, Chester, United Kingdom 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
roman1962, Cardiff, United Kingdom 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
booboomerkel, Caerphilly County, United Kingdom 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
Garth W, Poole, United Kingdom 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
User 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
Lynne T, Manchester, United Kingdom 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
User 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
chris c, Chester, United Kingdom 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
cheerycharlie, Swansea, United Kingdom 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
lyndawelly45, south wales 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
Phil B, Farnham, United Kingdom 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
Boiywlad, Stanley, Falkland Islands 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
User 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
Andrew C, Gloucestershire, Gabon 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
Paul S, Luton, United Kingdom 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
william1902, swansea 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 "