Best Western Heronston Hotel Spa

工作提前完成，最後一晚臨時取消都可以接受，非常感謝。酒店的餐食也是比較好的

在這邊經常住的酒店 乾淨衞生也安靜

The staff were friendly and went out their way to help whenever a request was made. We all had a massage which enjoyed use of the pool and sauna. Facilities were clean and there was a relaxing atmosphere. Dinner was tasty and well presented, the breakfast buffet was equally tasty, and the bar was well stocked. Rooms were clean and large. We all slept well and overall had a very nice time. We will definitely be returning.

I live locally and have stayed a few times before. I phoned to ask for any deals to take my 14 year old daughter away. Was very happy to be offered 2 nights bed and breakfast with evening meal for £279. I paid. On check in I explained that my daughter was autistic and we were having a break 4 miles from home as she was very apprehensive about going away. The guy on check in advised we could pick out evening meal from the menu (3 courses). We stayed the first night...on the 2nd night my daughter was too anxious to leave the room for dinner so I asked if we could have in the room. They agreed we could with a charge of £5 each fair enough. My other daughter fell ill and I had to leave to take her to hospital....my mum arrived at hotel to check out for me and take my daughter home as she would t stay thr 2nd night without me. On check out my mum paid £54...she also explained the situation and asked if we could have a voucher for the 2nd night...they said no...OK fair enough. I phoned the hotel to ask why we had a charge of £54 the lady explained that's what the system put and I only had 2 courses included!!? Yet I had a voucher with 3 course on??? She said well there is nothing i can do that's what the system says. Very unhelpful....I have emailed the reservation manager and area manger and had no response...feel like they took my money and didn't care about ne or my daughter. Be careful if you book a package...

Key gripes: Wi-Fi in the room was awful, our phones could hardly connect to it. Steps in the room to and from the bathroom, seems like a trip hazard. Lame shower pressure. £5 charge for a dressing gown… in a spa hotel, where I’ve booked an expensive spa treatment. The restaurant is the hotel’s biggest Achilles heel. We ate there the first night and didn’t go back. The food was okay but mains came out lukewarm like they’d been sitting out for a while, the burger bun was dry. We ordered a starter of bread and olives which was £8 and they gave us two tiny slices of bread, it was so absurd that we laughed but honestly I prefer to eat my food than be amused by it. The restaurant wasn’t even half full but they sat us on the worst table so I was right behind a door which I kept hitting with my elbow. It took them an hour and a half to serve us two courses, hardly any food seemed to be coming out of the kitchen, lots of other tables sat with no food for ages. No one warned us that there would be a 30-40 minute wait each course. The service in general was very poor. We saw tables having to approach to ask for more drinks because the wait staff hadn’t offered. No one checked if our meals were okay. They seemed to do a lot of running about setting table places etc but not looking after their guests. Breakfast was similarly bad. Again staff doing busy work instead of looking after guests. I had breakfast on two mornings. Between those days, guests had to ask on separate occasions for teabags, a refill of scrambled eggs (twice), and more plates because they’d run out. The staff on duty were not checking the breakfast buffet to make sure everything was available. The first day I came down, no one explained to me how the buffet worked, showed me where things were, or even just said ‘the buffet is over there, please help yourself’. I come to a hotel to enjoy great food, a good sleep, relaxation, and excellent service - I want to be looked after for a few days. This hotel has recently been renovated so looks very clean and well presented, but the incompetent service really lets it down.

The hotel is very welcoming mainly at reception, ( it’s my second time) The massage was really lovely -the lady was very friendly. There was chocolates in the room as it was my daughter’s 21 st that was a lovely kind touch. Only criticism is we booked the restaurant for 7pm our food arrived 8.15pm We ordered just mains. It happened when I brought my mum last year we waited an hour. Thanks again.