Best Western Premier Heronston Hotel & Spa

I stayed with my parents and Dad is 92 so this hotel was perfect.They had a ground floor room, disabled bathroom was superb,one of the best I have seen. Cleanliness was excellent,we want to thank the 2 lovely dining staff ladies who served us, also the reception and bar staff were so helpful.We appreciated the good car park and will visit the hotel again later this year

Location

I booked a spa hotel and when I arrived it was not available - there was maintenance and building work and I had a view out the window of scaffolding. Oh and the restaurant was closed too.

The hotel rooms were lovely and clean and a good size. What lets this hotel down is the staff. The young gentleman at the front desk was one of the rudest front of house I have ever, ever had to deal with from all our stays over the world. In addition the breakfast was fantastic however yet again let down by the staff. Their attitude, politeness was quite frankly disgusting. It was if we were an inconvenience for having breakfast there.

Room was clean and comfortable. Breakfast was very nice.

It was disappointing that the spa was not available as being refurbished. Regrettably, this information had not been made readily available when I originally booked with Booking.com.

Hotel was in good location and room was refurbished and lovely and clean

Spa facilities under renovation and not advertised so disappointed. Breakfast was a bit disjointed and was messed up twice .

I booked and prepaid this hotel in full via Booking.com, specifically filtering for pet-friendly accommodation. Unfortunately, my experience was disappointing from the start. Upon arrival, I was told there would be a £10 per night charge for my dog, which had not been clearly communicated during the booking process. At no point was it made clear that this charge was per dog, per night. I only discovered this after leaving, when I was informed the total came to £60, which was an unexpected and significant additional cost. I stayed for three nights, but the first two nights I barely slept. There was constant noise from above due to what appeared to be a school group, along with ongoing disturbance from people moving through the corridors late into the night. Early mornings were no better, with delivery drivers shouting outside around 7am and even a staff member sounding their car horn outside my window at approximately 6:30am. The room itself was nice, and the shower was good with strong water pressure. However, the room overlooked a car park filled with storage containers, and the overall grounds were messy, with visible rubbish and scaffolding at the front of the property. The bar service was very poor. It was frequently left unattended, making it difficult to order drinks or food. When I was able to order, the quality of both food and drinks was inconsistent. There were also areas of the hotel that felt untidy and potentially unsafe. The pool area was under renovation, and the surrounding hallway had sheets left on the floor, creating a trip hazard. The general atmosphere was not welcoming. Staff appeared unhappy, which contributed to an uncomfortable overall experience. After my stay, I received an extremely hostile and accusatory email regarding the dog charges, referencing CCTV and staff reports, despite the fact I had never denied having my dogs with me. This tone was unnecessary and left a very negative final impression. I have now raised a formal complaint with Booking.com regarding the lack of pricing transparency and am awaiting their response. Overall, I would not choose to stay here again. A disappointing experience for what was meant to be a much-needed break.