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“never again”

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Best Western Heronston Hotel & Spa
Ranked #6 of 8 Hotels in Bridgend
teithi0
Level Contributor
25 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
“never again”
Reviewed March 16, 2012

We found this hotel on a website under relaxing spa breaks, and as the photos all looked very nice and pool and gym looked ideal for what we were looking for, and they had a "Special Offer" we booked.

However, we arrived to find that the room was nothing like what they advertise, it reminded me more of old peoples home than a hotel to relax in,halls smealt damp, the bed was small, decoration was very dated, bathroom was not as clean as you would expect, and the Tv would have fitted in easily in St Fagan's! we had to lift it in on the top of the desk to watch it from the bed.

We then whent down to use the pool, it is, as they show on the website, a very nice tranquil area:However what they dont tell you on the website is that if they have large group bookings of children the let them in - unattended and allow them to dive into the pool on top of older guests, ond older couple left upset. to add to the non-relaxing experience the duty manager let the childen use the sauna and steam rooms.

After returning to our room to we found that next door had been filled with children that were left to run the corridors and bang on walls, I did get very cross and decided to complain at this point, the receptionist was very understandidng and moved us: to a nicer room that was worlds apart from the other room, modern, had seating, all lights worked and Bathroom was cleaner, I could not believe that i was in the same hotel.

I do understand that large bookings are great for small hotels but a bit of common sense would be nice- close the pool for a period for exclusive use, place all group together away from others who book under "relaxing break" - Simple!


Supper was part of the "special offer" a good choice of food on the menu and very quick service, it wasn' the best food i have ever had, but not the worse either.

During breakfast the same duty manager was very unplesant , the pasteries were rock solid, i hurt my hand with hot spoon left in the beans and was told to "wave it arround a bit" to stop it burning!!, we ordered toast this arrived in half an hour - cold, and we ordered coffee but had tea, Shambles!

At check out the receptionist were again very nice and explained that they have different types of rooms, I suggest that this is explained when people book and photos of all rooms are put on the websie.

As for "special offer" it was far too expensive to be "special" concidering what they have to offer!

I will not be returning.

Room Tip: ask not to be put in a standard room,
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  • Stayed March 2012, traveled as a couple
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Helpful?
1 Thank J2yne
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Heronston01, Manager at Best Western Heronston Hotel & Spa, responded to this review, March 20, 2012
Thank you for your review, I would like to confirm we have all room types featured on our website from our standard double, twin, triple & family rooms to our executive rooms, superior rooms & bridal suites. During your stay we did have a small group staying of 13 children & 13 fathers, we were not aware they would be using the pool area as they had a full itinerary. However, when they did use the pool area some of the fathers were in this area supervising them.

I would like to thank you for your kind comments concerning our reception team these will be forwarded to them. The Executive room you liked & received a complomentary upgrade to is due to be refurbished to become a superior rooms also.

I am pleased you enjoyed your meal, and were pleased with the menu choice and service you received. I am suprised to receive you comments concerning breakfast and will review the hot buffet style breakfast thats avalable on the busy weekend mornings.

We aim for all our guests to leave the hotel happy with the service they have received and a positive memory of their stay, I am sorry we have not achieved your expectations on this occassion.
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Merthyr Tydfil, United Kingdom
Level Contributor
56 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 37 helpful votes
Reviewed March 11, 2012

Dated is an understatement although cleanish - except for a large coffee stain on the mattress the whole place needs updating new carpets and a lick of paint is not updating!!

Beds old,small and the mattress was too soft. I haven't seen a TV like the one we had since Crossroads was on the telly

9.30 the deadline for breakfast was a laugh at 9.10 the was no bacon, dried up beans and scrambled egg fit to fill the cracks in the plaster

You won't be surprised to hear I won't be going back there

  • Stayed March 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank ian076
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Heronston01, Manager at Best Western Heronston Hotel & Spa, responded to this review, March 20, 2012
Thank you for your review, the room you stayed in was one of our standard rooms, these have a standard double bed in (4ft 6" wide). The standard rooms are to be refurbished in line with our planned refurbishment programme. The superior rooms are now complete and the executive rooms are next to be completed.

I am sorry to hear your disappointment with breakfast, we use a hot buffet style breakfast on the busy weekend mornings, a large number of guests had come to breakfast just before you arrived and therefore the hot breakfast buffet was being replenished and was continuously topped up until past 9.30am.

We aim for all our guests to be happy leaving the hotel with a positive memory of their stay, I am sorry this was not the case on this occasion.
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Travelers are raving about these Bridgend hotels

Harrogate, United Kingdom
Level Contributor
401 reviews
53 hotel reviews
common_n_hotel_reviews_1bd8 235 helpful votes
Reviewed March 10, 2012

The hotel was OK but I couldn't really recommend it. My room was large and spacious, however it was in dire need of some redecoration, also the mattress was very thin, the TV about 25 years old, along with the decoration.

The food was really nice, bar prices are good but the restaurant prices are very high, £15-£25 for a main course. Breakfast was good.

  • Stayed March 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank MikeyAndHisTravels
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Heronston01, Manager at Best Western Heronston Hotel & Spa, responded to this review, March 20, 2012
Thank you for your review, you stayed in one of our Executive rooms which are next to be refurbished to become superior rooms.

Thank you for your kind comments concerning the meal, all our food is freshly cooked using quality local produce.

We look forward to welcoming you back to the hotel in the future.
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Newport
Level Contributor
8 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
Reviewed February 9, 2012

My husband and i booked a diner, bed breakfast deal at the hotel for last weekend. We arrived an hour earlier than allowed check in, however the recptionist was very accomodating and extremely helpful. We were not bothered that we were early and would have to wait but she rang housekeeping and checked to see if our room was ready. It was so she allowed us to check in. We enquired about lunch. We both fancied a jacket potato but they were not on the lunch menu. Again she went above and beyond and called the kitchen to see if they could accomodate us even though we did not make a fuss or request her too. They were more than willing to prepare jacket potatos' for us and we could either wait five minutes for them to be done in the microwave or an hour and they would be cooked properly in the oven. We didn't want to put anyone to any trouble so we enquired anout local places to eat. She recommended Joe's Diner just a 2 minute drive away. OMG, it was beautiful food. All home cooked and very reasonable priced. Nothing to look at from the outside but outstanfing service and food.
After lunch we wnet back and spent a few hours in the gym and leisure club at the hotel. It was very quiet. The leisure club is beautiful. Lovely pool, jacuzzi, sauna and steam room. It was all immaculate. If only they did some beauty treatments it would have finished the afternoon off.
The evening meal was from the set menu but plenty of choices. Beautifully presented and cooked. Again the staff were very accomodating. Nothing was too much trouble. Even when i requested a Green Tea. They had herbal/fruit teas on the drinks menu so i enquired about some green tea. They brought a pot out ot me.
We booked a Superior room which was huge and beautifully decorated. It was immaculate and had everything you would require.
Alll in all we had a lovely afternoon and evening. We will most definately be back.

Room Tip: Ask for a room away from any evening functions and also one which has undergone refurbishment. It i...
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  • Stayed February 2012, traveled as a couple
    • Value
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    • Service
Helpful?
Thank NewportMartins
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review, February 14, 2012
Thank you for your kind review, I am happy to hear you had an enjoyable stay and like what we have done with our Executive rooms, the refurbishment is continuing through out the hotel on a planned basis.

We look forward to welcoming you back in the future.
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Wales, United Kingdom
Level Contributor
49 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 39 helpful votes
Reviewed January 28, 2012

Have just spent yet another couple of days at this Hotel, a big favourite with our famiy, this time as a group of seven female friends. Staff could not do enough for us, restaurant meal and breakfast superb, rooms and linen beautifully clean. As usual, Swimming Pool and facilities wonderfully clean. A treasure of a Hotel tucked away in lovely countryside and so well priced. Thank you to Mark and all Staff.
Dorian Reeve

Room Tip: Speak to Receptionists, they will advise you.
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  • Stayed January 2012, traveled with friends
    • Value
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Helpful?
1 Thank reeve793
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review, February 14, 2012
Thank you for your kind review and we look forward to welcoming you and your party and family back in the future.
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Galapagos Islands, Ecuador
Level Contributor
48 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 72 helpful votes
Reviewed January 2, 2012

As a party of three we were booked in for the New Year's Eve package at the Heronston. Arrived mid afternoon and were met by a friendly receptionist who booked us in quickly and efficently.Large spacious rooms greeted us with high spec bathrooms and a pleasant feel. On arriving downstairs for the evening proceedings we were pleased to see a well organised table plan, and beautifully decorated tables.
Staff couldn't do enough to make you feel welcome,with excellent service, very good food, and plenty of it ! The night carried on as it started, the table was ours for the evening, and after dinner the DJ began his set, with a decent size dancefloor to accommodate everyone,a very enjoyable evening ensued and when the evening ended at 1am we couldn't believe how quick the night had gone !
A hearty brunch / breakfast the following morning was the icing on the cake served between 9.30am-11.30am it was ideal for those of us who wanted a lie in.Lots of choice and plenty of it, with excellent service once again. The Heronston is clearly having some of it's rooms updated and some of the communal areas still have an 'old fashioned' feel to them so don't expect cutting edge contemporary. However it didn't spoil our enjoyent one bit.My only minor criticism was our travelling companion had noise from some sort of an outside boiler under her window which did affect her sleep. And in fact the previous guest in the room had left a similar comment on her questionnaire that we read as it hadn't been collected.We did mention it at reception when we booked out and I thought they may have possibly waived the fee we'd paid for the room upgrade as a gesture of goodwill, but they didn't. That aside I doubt there is better value for money for a New Year Package, hence we didn't make a drama out of the room noise issue, and we'd certainly return based on this experience,

  • Stayed December 2011, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Rourkesdrifter
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review, February 14, 2012
Thank you for your kind review, we do pride ourselves on the package and service we offer for New Years Eve. Sorry your companion had a distrubed nights sleep, this has been reported to maintenance and I believe the issue has been resolved. In terms of our public areas, these are on a planned refurbishment programme which we are working through.
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Craven Arms, United Kingdom
Level Contributor
23 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed November 24, 2011

We stayed one night at this hotel last weekend whilst visiting family in Bridgend. Second time we have stayed here in two years. Used the leisure facilities on first visit and they are excellent with high standard of fittings etc. This time our room was fine,great 'rainshower' shower and although small bathroom well fitted and up to date.Tea and coffee facilities in room very appreciated and all was well maintained. The restaurant was very busy on Sunday morning for breakfast but we were soon found a table and well looked after by staff. All the staff are very friendly, cant fault them, very nice people.

  • Stayed November 2011, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Shropsres
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Heronston01, General Manager at Best Western Heronston Hotel & Spa, responded to this review, November 29, 2011
Thank you for your kind review and we look forward to welcoming you back to the hotel in the future.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Best Western Heronston Hotel & Spa

Property: Best Western Heronston Hotel & Spa
Address: Ewenny Road, Bridgend CF35 5AW, Wales
Location: United Kingdom > Wales > South Wales > Vale of Glamorgan > Bridgend
Amenities:
Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#5 Romantic Hotel in Bridgend
Price Range (Based on Average Rates): $
Hotel Class:3 star — Best Western Heronston Hotel & Spa 3*
Number of rooms: 75
Official Description (provided by the hotel):
BEST WESTERN Heronston Hotel & Spa is the ideal location for both business and pleasure. The hotel is located in a semi rural area, but only half a mile from Bridgend town centre and minutes from Junction 35 of the M4. We are within easy reach of the dramatic Heritage Coastline and equidistant from our vibrant capital city of Cardiff & the cosmopolitan city of Swansea. The hotel boasts 75 well appointed non smoking bedrooms including Standard and Superior rooms and Suites. Ewennys Bar & Grill is the perfect place for pre dinner drinks or to order a light snack or bar meal. Our Crane Restaurant offers a Seasonal Menu and all food served is sourced locally and prepared and cooked freshly. We are able to offer a range of conference facilities from a small meeting for 2 up to a conference for 200 with all audio and visual requirements catered for. We have several banqueting suites which can cater for 8 up to 240 guests and our coordinators would be delighted to help assist you in organising your event. Our Herons Leisure Club offers an indoor heated pool, sauna, steam room, spa pool and fully equipped gym. The pool area has been fitted with mood lighting, the ideal area to relax after a busy day. Our new Hotel Spa offers a range of male and female spa and beauty treatments at very competitive prices. Here at the BEST WESTERN Heronston Hotel & Spa, we are always mindful that 'our aim is to welcome you back'. ... more   less 
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Also Known As:
Best Western Cardiff
Bridgend Best Western
Best Western Bridgend
Best Western Heronston Hotel & Spa Bridgend, Wales

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