Best Western Premier Heronston Hotel & Spa

On our booking notification it stated booking was for 14:00hrs, on arrival we were told it was 15:00hrs, on showing our booking we were given our room number and went to our room, on entering the room it was a queen size bed we had booked a deluxe twin, we then went back to reception and again showed our booking confirmation and were told they would sort out a twin room, to enjoy the room and come back in 1/2 hr, we came back to reception and explained we would wait in the bar but couldn’t get a drink (there were no bar staff) I informed reception of this and she again said she would sort this, which she did, we finally had our room at 15:30 which was a standard twin (I don’t know what would make it deluxe). We then went for our evening 2 course meal, there was nothing on the starter we wanted so asked if our 2 course could be a main and a dessert which we were told we could and went ahead and ordered, both were very nice in taste and presentation. We then ordered a liquor coffee with tia Maria, when this arrived and was tasted there didn’t appear to be any liquor in it which I informed the waitress she returned the drink to the bar manager who promptly came back with drinks in hand and quite rudely informed us that he himself had put the tia maria in the coffee and it isn’t in the cream, I informed him I was well aware of how the coffee was made and there was no tia Maria in the coffee, he then walked off. On check out we were informed by a lovely receptionist that unfortunately the dessert could not be part of the 2 courses as sugar tax has to be applied. After all the problems we had experienced she had applied a discount to our bill leaving us an outstanding £10.00 this was for the wine we had with our meal. All in all it was not the pleasant relaxing break we had hoped for, with the wrong room, lack of info re: 2 courses, bar manager, lack of spa facilities and mediocre massage

We were very happy with the look of the hotel and room. Looked like it had been recently renovated. Unfortunately we found that the staff were very young and didn’t seem to have much training and leadership. Bar was left unattended for very long periods of time. Food was ok but was disappointed with quality of the food and lack of service such as not being asked if we’d like any sauces etc, no staff around the bar area to ask for sauces or even drinks

Well, what can I say apart from BRILLIANT!! The hotel has recently undergone a make over and it all looks great. Very welcoming greeting at the front desk and everyone we spoke to was friendly and helpful. Our twin room was very pleasant and well supplied with everything we needed, the beds were sooo comfortable and the shower was one of the best yet. Dinner was tasty, breakfast was too and all made extra special by the Duty Manager Michael….he’s fun and didn’t bat an eyelid when I asked for bread to mop up the delicious sauce left over from my dinner last night. Definitely a great spa escape and one my friend and I both enjoyed. Thank you to you all?

Food was nice, however service was slow in the restaurant as the bar was busy due to the rugby and was prioritised over the restaurant. We waited 30 minutes just for 2 drinks. Breakfast was standard, the sausages were cheap processed meat. Hotel room was lovely and staff were nice. We were on a spa break, it would have made sense to have the towels and gowns already in the room as we were given them on check in when we had all of our luggage with us, so was more to carry. Also it was a little awkward to walk past the busy bar in our robes to exchange our key for a pool pass, maybe a spa reception would be better for this instead of going to the hotel reception past the bar and restaurant.

I was really looking forward to having a spa and night break in this hotel. Got there a bit later after check in. Hospitality was top-notch for me. All we needed to know was explained. I felt a bit stressed though, as we have to swap room keys for facilities key e.g gym and swimming pool area. I find it hard having to shuffle room and reception for access to facilities but it is just the hotel policy. The area and room is clean and tidy. Night was short as I arrived late and check out was 10.30am. I will be looking into extending night stay another time. Otherwise everything was value for money from dinner to breakfast. Will definitely be visiting again with friends or families