Best Western Heronston Hotel Spa

Stayed over Christmas as a family with a dog. What a lovely stay, from Ryan checking us in to the great rooms we stayed in. Really friendly staff (didn't get everyone's names unfortunately) and we loved the pool. Definitely will go back!

The room is clean and comfortable. I almost have good sleep all the night. The breakfast staff are friendly and the food is nice especially the mushroom and sausage. I promise will visit here again if there is business trip in future. Thank you.

Rooms really nice. Spa staff exceptional. Spa run down, pool area with buckets all around from leaking roof, jacuzzi not working for 2 years! (Pic attached) The ceiling is falling down over the pool area (pic attached) Both Rooms messed up by reception. Also key didn’t work so had to traipse back down to reception to get a new one! One member of staff on reception leading to long queues. Long queues at bar due to slow staff. Lunch was very slow and every sandwich was wrong out of 6 making us late for our spa treatment. 40 mins for a sandwich is wild! Evening meal was THE WORST meal I have ever had in my entire life! 2 meals were cold and needed reheating. 1 starter had to be reordered 3 times due to no stock then in the end she just said give me cheesy garlic bread as a starter and they brought out plain! Then when she said it was wrong they just used the same bread and microwaved it! So it was chewy! Steak tasted like fire! 2 drinks never turned up, lemonade was flat! Asked for 2 glasses of wine and she brought 2 bottles. No one asked if we had any allergies and I’ve Never not been asked that in the last year or two. Asked for no sauce or salad as my daughter had allergies and they brought it out with it all, told them she has allergies and they took it back. They then brought it back with the entire contents SCRAPED out! Scraped out! They could have killed her! They then said we were shouting and aggressive because we were fuming that they had done that. My daughter then declined to eat. Trust lost! The bill came and as you can imagine, it was completely wrong! We were first in the restaurant and starters took 50 mins, we were hungry and bored. Reviews are 100% true about the restaurants they let this place down so badly! My daughter’s lunch and starters and main was all messed up. It was her birthday we were here for, has had to go to McDonald’s for food, it’s actually embarrassing how bad this place is! Read the reviews and believe them! It’s HORRENDOUS! The hotel manager is an absolute disgrace to this hotel. He’s the type of person who says you’re screaming when you’re perfectly calm and pointing out his and his staffs failures and duty of care. Read other reviews if you don’t believe me!