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“Tired”

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Best Western Palace Hotel & Casino
Ranked #9 of 17 Hotels in Douglas
Hertfordshire England
Level 4 Contributor
43 reviews
26 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
“Tired”
Reviewed September 16, 2013

The hotel reception is accessed via the large car park which is at the back of the hotel. This does the hotel no favours as the surroundings are dismal. So, first impressions were not positive. The surrounds to the doors and windows of the reception area need a wash, and reception itself is dated, faded and in urgent need of updating. The public areas are no better, with stained and worn carpets, and dull and dingy paintwork.

Guest rooms were brighter and more modern. Fortunately, I had a sea-view. Rooms on the other side of the corridor overlooked the car park, which would be quite depressing. A problem with my room was quickly remedied by a move and I was given free wine for four days in recompense. I think the seal on the double glazing must have broken as I could hear everything in the street outside (which was no problem as it was quiet at night) and the waves on the beach (which was most relaxing).

My week's stay did not have a good start as there was a fire evacuation at 3am. The rumour was that smoke from a smoke machine in the nightclub had leaked into the hotel and set the alarms off.

The heavy beat of the music played in the nightclub (Fridays and Saturdays) was audible in my second floor room and kept me awake.

Most of the staff were pleasant and efficient, although breakfast service could be haphazard and a little terse. Breakfasts were fine.

Food served in the restaurant was very good and reasonably priced.

Room Tip: If you want to keep your spirits up, go for a sea-view room. Friends who had rooms on the third and...
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  • Stayed September 2013, traveled with friends
    • Value
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    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank leaforis
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Rating summary
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London, England
Level 4 Contributor
42 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
Reviewed September 15, 2013

We decided to have a week in the IOM, This seemed to be one of the top hotels so we went for it. On our arrival we were a bit worried as the car park and reception were shabby and tired. Once we got to our rooms it got a bit better as the room was clean and we had a great view over Douglas Bay. We asked for and got a room on the 4th floor. The room was fine for the money we paid. The hotel itself has a few problems. Firstly the noise from the nightclub is very bad on the lowest floors (our friend had a room on the second floor and had a problem on both Friday and Saturday nights) on the 4th floor we were fine. Had a nice meal at the restaurant in the evening and price and service was OK. Breakfast was not so good though - food and choice were fine but the effort to get tea, coffee and toast was just exhausting. There is no organisation at all so staff just run around while you sit and stew. We watched staff clear tables, fill up the buffet, take people to their tables and generally dash about to no effect and if we did catch their eye they told us they were too busy and we should wait!!!!! When, after half and hour, we managed to find a waiter who agreed to get us some drinks he brought us enough for two even though there were four of us - we then spent another fifteen mins while he decided to get us more. To rub salt into the wounds we watched a couple who just arrived be given enough drinks and toast to feed an army without any problems at all. To say it is a shambles would be an understatement - I can only say to management get it organised as it was a horrible start to the day every day - get more staff or give them their own tables so they know who has been served and who has not. One last tip not everyone likes toast - put out some rolls or bread and then you could cut the toast problem in half - none of us wanted toast but there is no choice whatsoever - never been in a hotel that does not serve bread for breakfast!!
After all the moaning I have to say we had a good time - the bar is small and crowded most of the time but the staff in the bar are excellent and nothing is too much trouble for them - most nights only one person is in the bar but they work so hard. Our bedrooms were cleaned to a good standard every day and the household and reception staff were all nice and helpful.
The location of the hotel is good and in the summer you can get a horse drawn carriage up and down the front. Lots of nice restaurants and tea rooms. Go to Peel for excellent fish restaurants and almost all of the restaurants cater for vegetarians some even having special menus which was great for some of our party. All in all I would recommend this hotel but buy your own bread from the Spar next door and bring it with you to breakfast!!

Room Tip: If you don't like nightclub noise then get 4th floor rooms away from the nightclub. Don't t...
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  • Stayed September 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank LandPLondon
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, September 17, 2013
Thank you for your comprehensive review of our hotel. We are pleased overall that you enjoyed your stay and would recommend the hotel. We are sorry however to hear of the service problems you encountered at breakfast time and will look to address the areas you have highlighted. Thank you for staying with us and we look forward to welcoming you back again in the future.
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Scranton, Pennsylvania
Level 3 Contributor
23 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed September 15, 2013

I booked this hotel about 9 months in advance as we wanted to attend the TT classic race. Afterwards, I read some of the reviews and was concerned enough about the noise complaints to try booking another hotel (all were taken). But we arrived with high hopes and got a nice, clean room with a beautiful view of the bay. Neither of us had any problems with the décor, which was not modern, but clean and serviceable. The reception staff were very gracious and accommodating with directions and bus schedules. However, I must agree with previous reviews about the noise from the nightclub. Our first night was cool enough that we could manage with the windows closed but the vibration from the music and the shrill voices from the smokers outside went on until after it closed at 3:30 AM! The next night was even worse as the room was too warm without the windows open. Our only hope was the following night was a Sunday, but unfortunately, due to a bank holiday, the night club was open that night also. However, we finally thought to ask the front desk for an electric fan, and they went out of their way to find one and bring it to the room. This made all the difference, and satisfactorily drowned out the sound for a decent night's sleep. However, in the spirit of honesty, I will mention that the mattresses were old spring versions that creaked with every movement. On the plus side, I will again mention the warmth and efficiency of the staff, and the room service breakfast was quite nice. I really wanted to like this hotel and give a good review , but truth be told, I will book elsewhere for our next visit.

Room Tip: The sea view room had a lovely view but was right above the night club entrance and very noisy.
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  • Stayed July 2013, traveled as a couple
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Helpful?
1 Thank Kim B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

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Stoke-on-trent, United Kingdom
Level 2 Contributor
8 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed September 13, 2013

Our stay was a birthday treat for my wife. I booked the Palace Hotel as it had all the facilities we needed swimming pool, spa, gym, casino etc. On our arrival first impressions where disappointing the reception area's looked tired and stuck in the 1970's. As our stay evolved the room we were given also looked a little tired but had a fantastic view over Douglas bay from the balcony which was a little small as you could not put seating out their. The room was very clean and serviced to a high standard each day. Food, staff and service were excellent. Overall our stay was enjoyable it was just the décor that let the hotel down not quite the 4 star as advertised. All said we would stay again.

Room Tip: a sea view well worth the extra cost
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  • Stayed September 2013, traveled as a couple
    • Value
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    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank stevec333
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, September 17, 2013
Thank you for taking the time to submit a review and we are pleased you enjoyed your stay with us and found your room clean and the food and staff excellent. We are hoping to start some refurbishment of the hotel in the not too distant future which should hopefully address the areas you mention. We look forward to welcoming you back again in the future.
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Nuneaton, United Kingdom
Level 4 Contributor
40 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
Reviewed September 10, 2013

Spent my birthday weekend here with a friend. Well located, and although the weather wasn't that kind to us, our sea view rooms with balcony gave a good view of the beach.
We didn't try the room service, but the first night we had a wonderful meal in the main restaurant. Though we were a little confused as a waiter/waitress takes your order for drinks, but until we asked it was not explained that the meal itself is semi-self service - the meat is added to your plate by a cook, vegetables, potatoes, etc. you add yourself - and we sat at the table for a short while before we saw anybody to ask. We also did not notice the deserts - also self service - as they seemed to be in a separate cabinet away from the cooked food.
Breakfast was similarly confusing, as there was self service, but also other dishes that you could order if you could get the attention of a waitress. That being said, the poached eggs were excellent.
The rooms were spacious and a very good standard, though I always hate the way that hotels always seem to tuck the bedsheets so tight on the bed it takes a few minutes to loosen them enough to get into bed and be able to move around to get comfortable. The door to the balcony was not particularly well sound proofed either, as almost everything from outside could be heard.
A lovely hotel and worth while for a good weekend overall, despite being woken suddenly at 3 am by the fire alarm and having to evacuate the building for about 1/2 hour on our last night.

Room Tip: If available, try to book a room with a sea view, we were on the 4th floor with a great view.
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  • Stayed September 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank 48Mike
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, September 12, 2013
Thank you for taking the time to submit a review. We are pleased you found your room spacious and to a very good standard. Thank you for your constructive feedback regarding the restaurant - we will review your comments and address where possible. We 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.
Chester, United Kingdom
Level 5 Contributor
53 reviews
50 hotel reviews
common_n_hotel_reviews_1bd8 48 helpful votes
Reviewed September 9, 2013

Have stayed at the Palace every year for the last 5 years to attend the Isle of Man Classic. The hotel has really taken a turn for the worse in the last 12 months.

Our room was a converted single bedroom, with a double bed crammed into a space so small they couldn't fit bedside tables on both sides!

The hotel is starting to look very shabby and the service has taken a horrible turn for the worst from reception right through to the restaurant / bar which were understaffed throughout our stay.

For those on a single night package deal, you might find this hotel OK, but for those that have visited and appreciated this hotel in the past, its decline is very disappointing as it is now well short of a 4 star hotel.

  • Stayed September 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Jerry H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
UK
Level 4 Contributor
44 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 63 helpful votes
Reviewed September 8, 2013

This is undoubtedly the worst hotel I've stayed in that claims four stars. I'd give it two. The place is dirty and shabby - sticky, black-stained carpets in the reception area give the first indication of the total lack of interest and attention to detail. Only one of the two elevators was actually working during the 6 days I stayed there. The reception staff didn't seem at all concerned, nor were they remotely helpful or friendly in general. There are two cash dispensers on the ground floor - neither working. The rooms was cramped and the bathroom dismal - the WC is about 4 inches away from the edge of the bath with virtually no space for one's legs.

Breakfast is basically fried stuff. There's an absolutely minimal choice of anything healthier.

On the positive side, the location is convenient at about 10 minutes walk to the town centre and there is cable internet connectivity in the room (and wifi in public areas). Not an enjoyable place to stay.

Room Tip: does the hotel have one?
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  • Stayed August 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank UkMarlin
This review is the subjective opinion of a TripAdvisor member 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 And Casino
Best Western Palace Hotel Douglas
Hilton Hotel Douglas
Hilton International Douglas
Hilton Douglas
Douglas Hilton
Best Western Palace Hotel & Casino Isle Of Man/Douglas

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