Best Western Premier Heronston Hotel & Spa

No mention on booking.com that the spa was being refurbished that was the main reason I booked

Convenient location.

Friendly attentive staff.
Modern clean bedroom and bathroom.

Fabulous room, dinner was so so, breakfast was lovely. Bit disappointed that the pool was closed as that was the reason I booked. If this was pointed out in the comms, apologies but it was not made clear till on the day. I would come back though

With an under 1 year old, who likes to take over the bed with her mum, it was good to have a spare bed in the room. Well sized room for a cot too.

We checked in on February 21st and were pre-sold breakfast for the following morning. No issues at this point.
Our room itself was clean and pleasant enough. It was clearly one of the dog-friendly rooms (we were travelling with our dog and this was declared on the booking). The dog bed and bowls were thoughtful touches and appreciated. However, the view was extremely poor — directly overlooking a car park and what appeared to be containers storing discarded hotel items. Not exactly “Premier” in atmosphere.
The evening is where things began to unravel.
When we went to the restaurant for dinner, we were told we could not eat there because we had a dog. That in itself is understandable — policies are policies. What is not understandable is selling us breakfast at check-in without making it clear that we would not be able to dine in the restaurant with our dog the following morning.
Given it was Six Nations rugby weekend and local pubs were full, we decided to stay and eat in the foyer/bar area instead.
The service was perfunctory at best. The bar manager delivered the food and disappeared without asking whether we needed anything further. (We did — basic condiments such as salt and ketchup.)
The food itself was deeply disappointing. My burger was significantly overcooked and noticeably smaller than the bun it was served in, which made it look sparse and poorly assembled. My partner ordered the vegan wellington. What arrived resembled a flat pastry rather than a wellington, and the advertised tenderstem broccoli was missing entirely.
At that point, we mutually decided that if breakfast was going to involve the same foyer setup rather than the restaurant, we would prefer not to have it. I went to request a refund for the prepaid breakfast.
The staff member who had checked us in stated that it was non-refundable. I asked to speak with the manager.
The manager repeated that the breakfast was non-refundable. I explained that we had declared our dog at booking, had been placed in a dog-friendly room accordingly, and had been sold breakfast without any mention that we would not be permitted in the restaurant. The issue was not the dog policy itself — it was the lack of transparency at the point of sale.
The discussion became unnecessarily argumentative over what amounted to £24. After considerable back-and-forth, and only after I made it clear I would escalate the matter formally, the refund was processed. Even then, the manager appeared more interested in reiterating restaurant dog policy than acknowledging the communication failure.
To summarise:
Room: clean, dog-friendly, but disappointing outlook
Food: poor quality and inaccurately described
Service: disengaged from some staff, confrontational from management
Communication: inadequate and ultimately the root cause of the dispute
This was not a relaxing stay. The food was substandard, and the handling of a simple customer service issue was unnecessarily defensive and unprofessional.
I would not choose to stay here again, and I cannot recommend it based on this experience.

Most things

A really disappointing stay,
We waited 13 mins at check in whilst the receptionist was busy taking a call…. Not even an acknowledgment that we were there, there was an apology after but this just set the standard for the night. On arrival to the room there was an over whelming smell in the corridor which was mixed either damp and sewerage. The room was basic but clean that offered 1 bottle of water and I packet of biscuits for a couple …. The room was warm and there was no air conditioning so we had to leave the window wide open which is not ideal considering we were ground level looking onto a car park and dog litter bin.
We went to enjoy a little drink before our food reservation again waiting several minutes for a member of staff who the went to get the barman, no apology.
On entering the restaurant for our reservation a polite girl sat us down and did make us feel welcome, probably the first time we’d be greeted friendly this visit. We ordered from the set menu however this was disappointing to say the least …. 1/2 a piece of bread with a cube of greyish pate ….. when you tried to spread the pate the bread just crumbled, (overheard another guest complaining about this) main course was a very grisly steak which when we mentioned this to the waitress there was no action taken, during this course we overheard a chat between 2 staff saying things that weren’t available on the menu, whilst I understand this has to happen it seemed a little unprofessional to be listening to this,
A couple on another table were given the same menu as ourselves they choose their options to be told everything they wanted was off the menu, very very poor service considering this is a basic set menu to say the least. Although restaurant was clean there was no atmosphere just very solemn.
We used this same restaurant for breakfast which again was disappointing little staff and the older lady was quite rude, I asked for tea bags and it took several mins for these to be sourced whilst the buffet food I’d choosen had gone cold …… not a great start to the day, there were still people coming in for breakfast but the majority of tables were set up for evening meals, 3 families came in as group and had to be sorted separately…. As there weren’t tables set for breakfast any more.
The bed was uncomfortable and came away from the wall during the night which resulted in losing pillows and an awkward nights sleep ….. all in all I’m thankful I didn’t pay full price for this stay, I think renovations or not the experience was very disappointing.
On another note by data has also been leaked and I’ve had messages off scammers for credit card details in which they knew my stay dates name etc.apparently they are building a case but no real apology of this either.

We got Married here 13yrs ago, Mark was our wedding planner, we comeback every year for a stay to remind us of the day, to relax and spend some alone time together. As ever Mark has been so amazing going the extra mile along with knowing our needs such a credit to the business, Mark really made our visit feel special . We would like to also like to Thank Lesley for her customer service she really was lovely also remembering us from previous visits. I highly recommend anyone thinking of staying here to just book and see for yourself. Lastly we both had spa treatments and it did not disappoint a very professional, friendly and pleasant experience Thank you to all the team see you next year.

Parcheggio comodo gratuito

Dinner was very good and price was fair. Room a good size and very clean,

The overall experience at the hotel was totally outstanding everything was just lovely even the booking staff on reception were just lovely & very wecoming even on leave staff were lovely.
I recommend staying here to anyone even for awedding venue

Lovely relaxing night away just what me and my partner needed! Hotel has had a massive makeover within, freshly decorated, extremely clean , just gorgeous room in general, staff are very on hand polite and helpful, room service was fab aswel:) and the fact they sell sandwiches all night long was great haha

Clean and quiet and modern.

Cleanliness and comfort of hotel

Lovely clean room, exceptional service from the staff

We stayed for a family event, we have used this hotel for years, even at NYE, but feel it’s loosing its magic.

The food isn’t as good as it used to be and they really need to work on some presentation.

Some of the staff have changed and are def not trained in serving tables. They were clearing empty plates, while other people on the table were still eating and even went to remove my husband’s plate, while he was still eating. This may be a training issue, but they really need to get it right.

The superior rooms overlooking the garden area need refurbed, although the standard and double rooms have been update and feel much nicer to be in, at less cost.

The bar staff are hit and miss, when it comes to customer service and the prices are crazy. Family from London were shocked at how expensive it was. The Bar also closes these days and doesn’t stay open for residents. It’s almost like they prefer to do as little work as possible.

It almost feels like a hotel of 2 halves, those trying to keep it it going and helps as best they can with what they have got and those that are just there for the income and do as little as possible. Sad really as it was such a great place to visit.