My wife and I were supposed to have a night here as part of a special offer with the on-site spa. We needed a break and were looking forward to some relaxation. As the hotel is a Best Western, we were expecting a good standard. However, we were bitterly disappointed and ended up leaving not long after checking in.
The first issue was the car parking. There was little/no signage, so I had to park a short distance away and go into the hotel to ask where it is (it's round the back and accessible down a side road). Considering the number of rooms and that you don't have to be a guest to use the spa, the car park is simply not substantial enough. However, given the footprint of the building and proximity of the road, there's not a lot that can be done. What would help is if the owner's large (and unsightly) old van wasn't parked in a prominent place, affecting the ability to manoeuvre. Other reviewers have complained about this before and nothing has been done.
Before checking in, we used the spa. From the outside it doesn't look that big, but it's quite substantial on the inside. At this point I have to say we have no problems with the spa side of things. The staff were absolutely brilliant, the treatments were worth it and the food was good too. All in all it was very relaxing. The pool is a decent size and the super spa part is amazing (a private area you can use for 45 minutes which has a heated pool and do much more).
After that it was time to check in. Due to the nature of our offer, we ended up paying the remaining amount first. We didn't see a problem with this, but then we saw the room. In hindsight it would have been better for them to charge the remaining amount when you exit.
When I got to the reception, there was nobody there. It took two bell rings and a few minutes wait before anyone arrived. When someone did get there, they were friendly and chatty enough. They explained everything clearly and provided us with the key cards. After that it was just a case of getting our things and getting into the room.
Then we saw the room. Oh dear. Now, I realise this is a listed building and there's certain restrictions, but the decor is in dire need of an update, the furniture isn't great and the housekeeping team can't have been there in days - if not longer.
There were cobwebs all over, mould and rust in the bathroom, chipped class on a table, dirt on the walls, a heated towel rail coming away from the ceiling and the blackout blind (behind the curtain) was full of holes.
More seriously than all that was how they clearly didn't listen when I described my wife's needs before coming here. She is disabled, with a number of medical conditions which means she's vulnerable and has mobility problems. I clearly mentioned the mobility issue when calling them. I was promised our new room (now on the ground floor) would have a walk in shower). That was not the case at all. What if my wife had been here on her own? She would struggle to use what was there.
Then there's the fire exit problem. The sticker on the wall pointed to the window. Ok, windows are common fire exits. However, on the outside there were things in front of the window, despite a message there clearly telling you to keep it clear. There's also a notice inside the room saying that the exit is not suitable for disabled people!
So, we were given a wholly unsuitable and dirty room with a clear health and safety violation.
My wife suffers from things like depression and anxiety and this experience affected her greatly. It was hugely disappointing and it ruined what we'd already enjoyed. We were left with no other option but to go home very early and not stay the night.
Before going though (which took a while because of the car park), I went to the reception to demand a refund. The person there was one of the owners. Despite clearly explaining what was wrong and why we deserved a refund, he seemed very confused and constantly asked for a reason. He asked me to take a seat whilst he went for someone. This took ages and I wondered if he was coming back. At the last minute, I was greeted by a very polite and professional lady who was his wife and joint owner. She instantly understood why I wanted to go and although she didn't have the system access to do a refund, I was promised a call the next day and there'd be s refund to my debit card. She couldn't tell me how much the refund would be, but it was progress.
I got a call earlier today and a refund of £60. Now, this is less than a night at the hotel on it's own and much less than 50%. However, it was the only offer so I took it. Given the nature of the special offer, I could (sort of) understand the amount.
Anyway, if you're just going to the spa, you'll be fine. If you're thinking of staying in the hotel, I would definitely avoid it. There are so many problems and done that are quite serious. It's really not acceptable - particularly for the disabled or those with mobility issues. In all honesty, I am surprised that a big chain like Best Western let the hotel get into this condition. less