Best Western Ship Hotel

We celebrated our wedding at the hotel. Sarah helped us organise anything and everything we needed to help us make the day magical for us and family and friends. All staff were friendly and extremely helpful. Couldn't praise the venue enough as nothing was too big or small to help us achieve exactly what we wanted and planned. On the day Dragos and Gina were organised and made sure everything went according to plan. Food was extremely tasty, will be visiting again as the venue now holds a special place in our hearts. less

Have stayed here a few times for work which have not been bad in the standard double rooms , it’s not the best but not the worst either. Today I decided that I’d try the club executive which honestly is worse than the standard double room. This room was old , ugly wooden furniture, the room smelt really old and mouldy, TV worse than the standard room, right in front of a load of lights outside the window which shined through. The room didn’t even have plug sockets next to the bed to charge your phone…. Unlike the standard room !!!! I just don’t get it!!! I attempted to speak to the manager to request to actually go to a standard double room, didn’t want a refund or anything just change the room but apparently they couldn’t help me as all the other rooms where supposedly booked , even though I could go on their own website and book a standard double room ( the one I was asking to go to ) . So I just felt no one was trying to help me. I requested I just got refunded as I’d actually rather drive to another hotel or even more just go home and travel to work the next day instead, but again no help or felt like any effort had been put in for me as a customer. Person at reception really didn’t seem like he was trying to help Overall terrible experience, room and customer service. Will go out of my way never to return here again less

In a room close to the main road the windows let in so much noise I may as well be sleeping in the middle of the road. The hotel is very run down and well past it's use-by date. My room was freezing when I entered as someone had left the air con on full blast. Appalling. less

I stayed here for business a couple of times, I chose it because it has plenty of parking available which is convenient. On my most recent stay I decided to pay £30 extra for the Club room, not really sure why but I treated myself (to robe, slippers and a newspaper extra). However when I checked in and went to my room there were none of these things, it actually looked the same as the room I'd previously been in. I called reception to check if I'd been given the right room and I was told that I was - and that there should be a robe (there wasn't) and that they haven't done newspapers for a long time. So for my £30 extra I got a small bottle of cheap mineral water. I tried to contact management - but you get directed to a 'chat' messaging service - so I asked for the difference in room price to be refunded, no response. At checkout there was no one at reception so as I'd pre-paid I just left rather than wait around. Apart from this the room was dated, not particularly clean and not worth the price paid. less

We have used various hotels in the surrey area and find this hotel one of the best, we came from Northampton to my nephews wedding, we were greeted by the receptionist, given the keys to our room. It was comfortable. The food, for breakfast was ok, the actual wedding day went without a hitch, the surroundings, the wedding breakfast, the evening buffet were exceptional. Finally the staff went above and beyond, they were attentive. When we come again to visit relations or visit brooklands museum we will definitely be in touch. Many thanks for a great stay. less