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“Scruffy Entrance/Receptio, Hot, Cramped and Noisey Rooms” 2 of 5 bubbles
Review of BEST WESTERN Palace Hotel & Casino

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BEST WESTERN Palace Hotel & Casino
Ranked #8 of 22 Hotels in Douglas
Cambridgeshire
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
“Scruffy Entrance/Receptio, Hot, Cramped and Noisey Rooms”
2 of 5 bubbles Reviewed June 22, 2013

We stayed at this Hotel for four nights from the 16th June 2013 onwards. On arrival, the Reception and main entrance area were nothing like those of an average 4.* We had asked for a room on a low floor because we are both disabled. We were given a room on the third floor. It was supposed to be a double room but the sleeping area only measured 11' x 9,'and had to incorporate two single beds in that, so there was no floor space for us two not very nimble people to walk about. The window had been deliberately jammed so we approached the "frosty" Receptionist for help, because the sun was belting in the huge closed window and the room was boiling. she came to the room and unjammed the window, when we were met by even more heat and loud roaring from a huge kitchen extractor system, just below our window. We asked for another room and were told that nothing was available, only a smaller room, on the fourth floor right at the back of the Hotel. Whilst the Receptionist was telling us this, another guest was being offered a more spacious, sea front room on the third floor, by another receptionist. This guest had not pre-booked the room. We had offered to pay any extra cost for a room up-grade. At the insistence of our travel Courier, we were given the first room at the top of the stairs on the third floor, but again on entering the room it was stiffling and we had to remove wedges of cardboard which had been deliberately placed in the window frame to prevent guests from opening the window. We were kept awake until 4.30a.m. that night and the following night by drunk guests of the Casino who were shouting all night, in a smoking shelter, one floor below our room. The bathrooms of these first two rooms were so small, an average sized person like me, (I'm 5. 6" tall,) could not sit down on the toilet without there knees pressing on the side of the bath! Exhausted, we agreed to the move to the only room offered, on the fourth floor, smaller and a long way from the rest of our party. Again the room had a non-functioning window and was stifflingly hot. The bathroom was bigger though and we looked forward to a nice shower, until we discovered that there was virtually no water pressure on the fourth floor. These four days were the most miserable we have spent in any hotel since the 1970's!

Room Tip: You need to request a sea front room as although they cost more, they are about 4' larger. Requ...
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  • Stayed June 2013, traveled with friends
    • 1 of 5 bubbles
      Value
    • 2 of 5 bubbles
      Location
    • 1 of 5 bubbles
      Sleep Quality
    • 1 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
1 Thank RoamerCambridgeshire
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Palacehoteliom, Manager at BEST WESTERN Palace Hotel & Casino, responded to this review, July 2, 2013
Thank you for taking the time to submit a review following your stay with us. We are very sorry that we did not meet your expectations on this occasion and to hear of the problems you encountered. Feedback is always important to us and we will look to address the problems you have raised.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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886 reviews from our community

Traveler rating
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Rating summary
  • Location
    4 of 5 bubbles
  • Sleep Quality
    3.5 of 5 bubbles
  • Rooms
    3.5 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (392)
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English first
Newcastle-under-Lyme, United Kingdom
Level Contributor
12 reviews
common_n_hotel_reviews_1bd8 9 helpful votes
3 of 5 bubbles Reviewed June 21, 2013

If I could have given 3.5 stars, I would!

On immediate arrival the exterior appearance of the hotel is one of a slightly dated establishment. In all honesty this continued into the hotel itself. The room sizes were what I expected, not massive, but neither was it a box room. For someone travelling alone on business (As I was in this case) there was more than enough space and the room was very clean. The bed was more than comfortable and the room temperature conducive to a good nights sleep. The en suite contained a bath/shower which was adequate but will not be the best shower you have ever used! There is free internet throughout the hotel, but oddly, it is wired Ethernet in the rooms and Wi-Fi elsewhere. This was a bit disappointing as I only brought my smartphone, so could not connect whilst in the room. That said, I just caught up with emails etc in the morning whilst having my breakfast. This was the best part of my stay. The selection of food was pretty good and I thoroughly enjoyed the sea view you get from the breakfast room. Overall, a comfortable pleasant stay, ideal for someone looking for a no thrills, relatively cheap stay for one or two nights.

Room Tip: My room was at the rear of the hotel (Facing the car park rather than the sea). I heard from other g...
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  • Stayed June 2013, traveled on business
    • 3 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
1 Thank Scott_Richard_Walker
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Palacehoteliom, Manager at BEST WESTERN Palace Hotel & Casino, responded to this review, July 2, 2013
Thank you for your review of our hotel. We are pleased you found your room clean and comfortable and our food enjoyable. Overall we are pleased you found your stay value for money and look forward to welcoming you back again in the future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Redditch, United Kingdom
Level Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
2 of 5 bubbles Reviewed June 21, 2013

Poor quality showers, low water pressure, no mixer, plastic curtain stuck to you. Need to update rooms, poor value for money. Wifi, woeful. Needs to get into the modern era. Information pack full of typos and poor grammer.

Room Tip: Sea view rooms can be noisy, gamblers returning from the casino can disturb business travellers,
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  • Stayed June 2013, traveled on business
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
Thank Tim C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Palacehoteliom, Manager at BEST WESTERN Palace Hotel & Casino, responded to this review, July 2, 2013
Thank you for you feedback following your stay with us and we are sorry that we did not meet your expectations on this occasion. We have noted your comments and will review and address these where possible.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

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King's Lynn, United Kingdom
Level Contributor
58 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
3 of 5 bubbles Reviewed June 21, 2013

Outside appearance not very enthralling. Rooms were on the small size, but well adequate. Shower is bath could be better, head at fixed height - cannot be reached if 5'4" or less, and water temperature variable. Roomes were on the outside with sea view(extra) and appeared bigger, standard rooms on rear were all affected by air conditioning unit noise. This was not too intrusive, however, and did not interupt sleeping if you just imaginedyou were on a cruise ship.

The restuarant made up for the rest, The food was good, plenty of variety and the staff were excellent. DId not visit the casino and some people complained about noise on patrons leaving it in the early hours, but I was not affected. Entrance strangely was round the back so you had to walk up the steep roadway to access it via the car park, not too good if you are less mobile.

Having said that, I would go again without any quarms.

Room Tip: pay the extra for the sea view rooms - appeared bigger and were away for the A?C units
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  • Stayed June 2013, traveled with friends
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank ritad211
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Palacehoteliom, Manager at BEST WESTERN Palace Hotel & Casino, responded to this review, July 2, 2013
Thank you for taking the time to submit a review following your stay with us. We are pleased you enjoyed our food and found our restaurant staff excellent. We look forward to welcoming you back again in the future.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London, United Kingdom
Level Contributor
69 reviews
55 hotel reviews
common_n_hotel_reviews_1bd8 36 helpful votes
2 of 5 bubbles Reviewed June 18, 2013

The hotel is in need of refurbishment but there is a lack of competition on the island so I don't think it will happen.

Check in is 4pm which is quite late. I was given a room overlooking the air conditioners which were on all night. There is no air conditioning in the rooms so I had the choice of being too hot to sleep or too noisy to sleep.

Room was very small and not really big enough for two people. Was also given an enabled toilet which was not requested.

Although Best Western offer free Internet, it is not wifi in this hotel in the rooms. Even in the public area it didn't work and it took some convincing for the staff to rebook.

Breakfast was poor - two slices of toast given for two people. Breakfast staff not proactive or friendly.

Quite a long wait at checkout as they tried to overcharge the person in front of me. There was also an extra on my bill which they removed when I queried it.

Disappointing stay - there was no recognition of being a high tier member of the Best Western loyalty programme. I was meant to get a welcome gift. I did get a £5 credit for the casino but not sure if that was my gift!

Room Tip: If available o for a sea view room.
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  • Stayed June 2013, traveled as a couple
    • 1 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 1 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
Thank Colin10779
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Palacehoteliom, Manager at BEST WESTERN Palace Hotel & Casino, responded to this review, July 2, 2013
Thank you for submitting a review following your stay with us and we are sorry that we did not meet your expectations on this occasion. We have noted your comments and will review and address these where possible. We are hoping to start a refurbishing programme of the hotel in the near future which may address some of your problems. Thank you for staying with us.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Strathaven, United Kingdom
Level Contributor
272 reviews
113 hotel reviews
common_n_hotel_reviews_1bd8 146 helpful votes
2 of 5 bubbles Reviewed June 16, 2013 via mobile

Horrible building, probably designed by Stalin's personal architect. Entrance from the promenade is dark and gloomy. Signs to reception are poor. We arrived at 11am so left our cases until our room was ready. We were told our cases would be stored. When we went back, five hours later they were still at reception. Not good. Room was tiny, and we received no recognition of our high tier status, the wedding guests apparently getting better treatment than regular visitors. Corridors were as dark and dismal as the entrance. Will not return.

  • Stayed June 2013
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
2 Thank Travel_Duck_UK
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Palacehoteliom, Manager at BEST WESTERN Palace Hotel & Casino, responded to this review, July 2, 2013
Thank you for taking the time to submit a review of our hotel and we are sorry that we did not meet your expectations on this occasion. We have noted your comments and will review and address these where possible. Thank you.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Hastings, United Kingdom
Level Contributor
160 reviews
27 hotel reviews
common_n_hotel_reviews_1bd8 54 helpful votes
3 of 5 bubbles Reviewed June 16, 2013

Spent 4 nights there and the room was ok with a tiny bathroom. When turning in the shower you curtain goes with you, not very nice.
The hotel from outside is awful building, the reception somewhat tired looking and with horrible carpets everywhere.
Breakfast average with good choice but drinks etc. needs to be kept filled up all the time. Function rooms were ok. Most of the staff friendly but there was a feel of lacking overall control of appearances etc.
Would still recommend but this is a place needing investment..

  • Stayed June 2013, traveled with friends
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
1 Thank vikingo47
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Palacehoteliom, Manager at BEST WESTERN Palace Hotel & Casino, responded to this review, July 2, 2013
Thank you for taking the time to submit a review of our hotel. We are hoping to commence a refurbishment programme in the near future which should hopefully address your comments. We are pleased that you still recommend staying with us and look forward to welcoming you back again 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 Palace Hotel & Casino

Property: BEST WESTERN Palace Hotel & Casino
Address: Central Promenade, Douglas IM2 4NA
Location: United Kingdom > Isle of Man > Douglas
Amenities:
Bar / Lounge Beach Business Center with Internet Access Casino and Gambling Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#2 On the Beach Hotel in Douglas
#3 Luxury Hotel in Douglas
Price Range (Based on Average Rates): $
Hotel Class:4 star — BEST WESTERN Palace Hotel & Casino 4*
Number of rooms: 133
Official Description (provided by the hotel):
Situated in the heart of Douglas, the Island's capital, BEST WESTERN Palace Hotel and Casino is the Island's leading entertainment and leisure complex combining a quality 4-star hotel with the Island's only licensed Casino and nightclub, a Bingo and Slots lounge, health club, bars and restaurants and a two-screen cinema. During the weekend guests can enjoy a lively and dynamic atmosphere. This is the place to be if you want a quality hotel, a convenient location and entertainment on your doorstep! The hotel provides parking onsite, nominal charges apply. ... more   less 
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Also Known As:
Best Western Palace Hotel Douglas
Best Western Palace Hotel And Casino
Hilton Hotel Douglas
Hilton International Douglas
Hilton Douglas
Douglas Hilton
BEST WESTERN Palace Hotel & Casino Isle Of Man/Douglas

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