bestwestern.co.uk

Terrible Hotel

I took my fiancé away for a special occasion to Premier Heronston Hotel & Spa,Bridgend, WALES with a package i bought through Spa Breaks.com Firstly, I was disappointed to discover on arrival that all spa facilities were shut for refurbishment. I had 2 booking confirmation emails and this was not highlighted. If I had known this I wouldn't have gone in the first place. All the hotel spa facilities were unavailable ie Swimming pool, sauna and steam room were all closed.On arrival to our room, we were surprised to find no robes or slippers, even though it is clearly highlighted on the confirmation email. Also, on the confirmation email it says to report for your treatment 30 mins prior to booking time. I waited with shorts and t shirt in the waiting area near a fire exit door it was like Antarctica. The door was surrounded by sheets of single ply board with a big draft.Then at 4:55 we were told that our treatments were not together even though it is clearly highlighted on confirmation emails with both treatments at 5pm. We were a bit annoyed to be told that these treatments were one after another as only one therapist was working. So, I had to go back to the room and then go back down to the waiting area to wait in this freezing area.The treatment room was warmer, but still on the cold side and didn't really help when she put oil on my back to start and said this oil might be cold, but should warm up. Not really what u want when you have been waiting in the cold. The massage time advertised said 50 mins, however the massage was under 40. I work outdoors a lot of the time with my job, so I'm not a cold person.Whilst I went back to the room, I discovered a speedy checking email sent at 4:30 pm even though we had checked in at 3:30pm. This might have been useful if it was sent the previous day.However, all this is immaterial with what was about to come.As we went down for evening meal at about 7:30. We were asked where we would like to sit. I said somewhere warm near a radiator. The waitress said its cold everywhere in here! My fiancé ordered a rump steak for mains with Peppercorn sauce. From our 2 course evening meal, included in the package. When our mains came, my fiancé asked where her peppercorn sauce was, the waiter then picked a small pot of gravy off my plate and tried to give to her. She said that's gravy not peppercorn sauce. The waiter then said he would get one. In the meantime, she tried to cut the steak which she couldn't and asked for a steak knife, that was never supplied in the first place. She still couldn't cut it and gave the steak to me. After closer inspection it was the worst steak of any cut I've ever seen, full of fat and grizzle. It was a very low grade steak.I showed the waitresses the steak and she apologised and asked if you would want the meal replacement and my Fiancé said just the steak. She took the steak away; in the meantime, she started eating the peppercorn sauce and chips and said all the chips are hard so she left them.The waiter came over and apologised for the steak, he said it was hotel policy not to replace food, I said even if it's inedible and he said yes, even though he admitted it was terrible. I asked to speak to the manager and he said there was no manager on duty and he was the most senior member of staff on the premises and said the best he can do is offer us a drink each. I said she doesn't want a drink; she's starving, can we have a burger as a replacement and he said no. So, we declined the drink and went back to the room and my fiancé went to bed hungry, without being able to cut any of the steak never mine eating it. A chain saw might have been more useful than steak knife and two half eaten chips that she spat out because they were to hard.On checking out today, the hotel receptionist tried charging a surcharge for the steak we had the night before even though we sent it back and never eat anything. UnbelievableIt was the most unorganised hotel I've ever stayed in. There were loads of other things like, room being cold when we arrived etc. I could go on all day. It looked to me as if the hotel was about to go into administration the way they were trying to do everything on the cheap.I never received what I payed for and what I did receive was nowhere near a satisfactory standard.

Date of experience: Nov 20, 2025