Best Western Ship Hotel

We stayed for 1 night at the Best Western. The hotel was vey quiet only about 6 cars in the car park. Using the stairs there were regularly small bits of debris that had not been hoovered up, everything looked very tired. Our room was on the 2nd floor and it was baking hot in this area of the hotel, but there was a fan which offered a little relief. The carpet had a hole in it, there were again noticeable pieces of food on the floor, not lots, but noticeable crumbs. Splatters of liquid down one side of the bed and a small piece of food crumb stuck on the chair. The hotel did respond to re-hoover and bring more towels and an extra cup. However the food crumb and splatters were not cleaned. We found some small pieces of bacon, hair and a corner of a wrapper in the side of the chair. I was not able to resolve the matter on departure as the manager was not available. I missed his call but was not able to make contact and decided to return to the hotel to be offered a discount off another stay rather than a refund. Which was very disappointing, I have called customer services who have been very helpful. I felt that the cleaning standard at the hotel was poor overall, there was a lack of an apology and at this time it is so important for the cleaning to be high. The hotel suggest they are deep cleaning between guests and I could not see evidence of this. A tired but clean hotel would have been ok, but both was not acceptable. less

Overall great experience, hotel staff made us feel at home and for that I’m extra grateful! Once the upper floor gets refurbished will be even better. One request: soundproofing! Thanks for looking after us! I.P. less

I unfortunately stayed here on the 2/12/2019 and I can honestly say it was one of the worst stays I have ever encountered. Pigeons outside my window and serious health and safety issues. I burnt my shoulder on the desk lamp and the shower door was broken so water spilled out from the shower and I actually slipped getting out. Furthermore I left my lounge set in the drawers and apparently “the cleaners could not find”. I was also accidentally charged twice by accident as I booked via bookings.com! Due to the sheer lack of communication I had to contact Best Western directly. Adam at customer service has been fantastic and made sure I was given a full refund but he could only do so much as it had to be dealt with in-house. Unfortunately quite the opposite at The Ship. I have still heard nothing back from the manager. Initially when I made my complaint I was offered a room at “a discount price”. I have been told I must email them with my complaint even though I have actually gone into the hotel five times to try and discuss my awful experience. I can honestly say I have never experienced such lack of customer service. It is disgusting and has also been rather traumatic as I feel that had I been with a partner I would have been treated with far more respect. I am still waiting on some sort of communication from the manager to this day. Please avoid this hotel. less

I stay at The Ship semi regularly on business and I have mixed feelings. The positives: The location is great. Right on the high street so you can walk to a variety of bars and restaurants if you don’t want to dine in the hotel. The staff are usually very friendly and helpful. The bad bits: Over the past 6 months I have fed back some faults in some of the rooms I’ve stayed in, yet to date these maintenance issues have still to be fixed. The bed in room 307 has been broken for over 6 months. The legs are broken in the centre on 1 side. Therefore you sleep at an odd angle of having your head and feet raised which causes a bad back, combined with the whole bed sloping to one side. The cleanliness needs some addressing. When I’m paying £140 for a room (only) the dubious stains on the bed when you check in are not that welcome. When I stayed this week and failed to manage to sleep due to the broken bed, it also became apparent that they switch the central heating off at night. The room was warm and toasty when I got in but then dropped to Baltic through the night. I guess this is a cost saving measure. less

Best Western hotel, long corridors, big room, everything was there, the bathroom could have been cleaner. Adequate parking. room was quiet. In the town centre and 8 minutes from the Brooklands Museum.Didn't eat in the hotel. less