Best Western Heronston Hotel & Spa Ewenny Road, Bridgend CF35 5AW

"Stayed here recently as a birthday present for my partner. We had a massage, access to the swimming pool and then had dinner, drinks at the bar and breakfast the following morning. The hotel has recently been refurbished (some areas are still ongoing) but it has been done out to such a high standard. The food was lovely and the service was also fantastic. We wanted to shout out the gentleman who was managing the bar/kitchen area, we didn't catch his name but his customer service was exceptional!"

"I planned a day trip with my girlfriend for a treatment at the spa as well as a meal costing £140. I had received an email saying the treatment time was at 12 however on the phone the lady told me it was at 1pm and therefore assumed it was at 1pm considering the lady worked there and after asking her to make sure as the email said different she reassured me it was at 1pm. As we were on our way from Devon we got to Bristol where we had to change trains. It was here we were told that the train had been cancelled due to flooding. This was obviously out of our control and we clearly intended on going. Here we decided to call the spa to tell them that our train had been cancelled and we still wanted to come later in the day or reschedule for another day. We were told that our treatments were scheduled for 12 not 1 and we would have missed the beginning of our treatment due to the misinformation the lady on the phone told me, even if the trains were running. We were then told due to their 72hour cancellation policy they were unable to give us a refund or reschedule the treatments as the beauticians were still in for that hour despite us not being there. This was understandable but obviously disappointing for us, when speaking to the manager he seemed very rude and not understanding of the situation at all. We were given the option to still come for our meal and use of facilities but we were unsure of when the trains would be back running and we wanted to make sure we were able to get home so decided to not go for the meal. We then contacted the customer service email in an attempt to get something back but were left with nothing. Very disappointed in not being able to go and to lose the £140 as well as the train ticket costs. A refund at least for the meal or a discount if we were to book again would have been acceptable but we were left with nothing."

"Some of the recently refurbished areas of the hotel are quite pleasant, the breakfast room for instance is very smart. Breakfast buffet option (at £10 per night) was good and the food selection and quality made it very enjoyable. Unfortunately, away from these updated areas, the hotel is tired at best. The renovation has made some of the corridors unusable, forcing an outside route via fire escape doors etc to be taken. I had booked a superior king room, however, upon arrival there didn't seem to be any available. Despite receiving an upgrade, the room lacked amenities you would expect to find at comparable purple colour schemed hotel for a similar nightly rate. No mini fridge, very basic tea and coffee making facilities instead of the promised coffee pod machine and no bottle opener in the room. A mixed bag but unfortunately I do not think I would return until all renovations are complete and a scout of reviews to see how the room are at that time."