This review is genuinely hard to write. I am torn between what is and what nearly is.
The upside is that the hotel in itself is lovely. The suite was large and had been prepared really well including sweets, a welcome note, Nespresso machine, water, tea selection and a fruit bowl. The guy on reception each night was lovely and couldn't have been more help. A true asset. Also, while I'm talking about the good staff members, there is a girl who works breakfast and appears to be doing the lions share. (Young, thin, really long ponytail). The others were just walking about and chatting but not actually doing much.
The downside were the other factors. Once annoyed by the building works going on, other issues appeared to become a negative too. I'll just list them. Bathroom and bedroom windows are overlooked by other rooms but had no frosting or blinds so curtains were mainly pulled closed which isn't nice. Toilet is under a sloping roof which my husband nearly knocked himself out on when arising from the 'throne'. The bed is actually 2 mattresses put together leaving a large, hard join between them. Forget about any snuggling together! The breakfast area and food were lacking. The area was constantly messy/dirty and low on all foods. Guests were constantly asking for things to be refilled. The staff need to do better to stay on top of it and keep it presentable (except the previously mentioned girl who is killing it!)
The Hotel and grounds is literally a building site. Vans, skips, workmen, noise, dust, taped off areas, makeshift slopes, blocked in cars (incl ours), EVERYWHERE! No toilets in the main building either as they're cordoned off. Each time we went through reception we heard guests complaining. Poor reception staff! We overheard one staff member saying to another "this is ridiculous, it's getting worse". We spent the time worrying about our car and it's risk of damage from the building works. The first night we came back and it was totally blocked in by cars and vans. Luckily we didn't need it. On our checkout morning my husband had quite the task to free it to make sure we could leave after breakfast.
Like I said, a tough review. The hotel and staff were really good but it's all being ruined by the building works, lack of prior information about them and the inappropriateness of paying £300 for 2 nights in a building site. If it wasn't for the building works I would recommend it but in its current state I can only recommend you stay away. less
Gary A, Guest Relations Manager at Best Western Plus Monkbar Hotel, responded to this review
Good evening Sarah,
Thank you for completing the review regarding your recent stay with us at our property.
I very much appreciate the comments and I am glad you like the hotel in itself and many thanks for the nice comments regarding the staff mentioned. This is a testing period for the team and they do a brilliant job. I am sorry for any issues in the restaurant during breakfast. This will be discussed with the restaurant manager.
As part of our renovation programme we will be looking into all our guest bedrooms and facilities sin general to look at issues brought up in this review. Hopefully you will come back and see us once we have transitioned to be the Doubletree By Hilton Hotel (September 2017). If you wish to chat further regarding your stay please feel free to discuss this with me further.
Again, many thanks and hope we can welcome you back in the future.
Guest Relations Manager