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. less
Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review
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.