Best Western Ship Hotel

I cannot comment on rooms and staying overnight, as I met a friend for afternoon tea at the hotel. We picked the hotel because I am familiar with the hotel. My husband and I have had lunch there in the past. (Which was nice, by the way ). I thought it might be nice and "safe" place to meet up, as it has a conservatory near the bar area. Our server (Gunars ) is a really nice man. He made us two pots of tea and was extremely pleasant, asking us later if we were doing okay. . The tea was piping hot and we were happy with the fact that he respected social distancing. It is a very nice open conservatory - the only downside is that the carpet needs replacing. It lets the whole room look tired, when it is only the carpet that looks grim. Thanks again to our very nice server, Gunars less

I have booked to come and stay at the ship hotel to visit friends who live in weybridge next weekend. Unfortunately, due to the government guidelines, self isolation and the rule of 6 this meeting has had to be postponed and so I have tried to change the date of my booking. I missed the 1 week notice deadline by 12 hours unfortunately and I have been told by the hotel that I am not allowed to change the dates even. I feel that in times like this where everything is up in the air and Covid isn’t going away, hotels should be understanding of people’s positions. Especially if it is just rearranging the date. I was happy to pay the extra cost for a different date. My friend has raved about the ship hotel and has been a recommendation to any of us travelling to come and visit and am disappointed that the staff were very abrupt and do not care at all. I will be finding another hotel to stay in for the future and would advise anyone booking that regardless of situation, the terms will not be changed. I have had to do this with a few hotels over the past few months who have been fully understanding and have been happy to do whatever they can to rearrange. A reflection on the staff and service. less

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