Best Western Heronston Hotel & Spa

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 less

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. less

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 less

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 . less

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