The Good, The Bad and The Ugly
31/03/2019 lorraine w, South Wales, United Kingdom
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 t... more
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. less
Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
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.