Best Western Heronston Hotel & Spa

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. less

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 less

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. less

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. less

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. less