Best Western Plus White Horse Hotel

Staff and food all lovely can’t fault at all there. Room was very small. Hallways smelt like old peoples home and couldn’t go pool as children swimming lessons was going on, plus there was hiding costs for jacuzzi use. I also left a ring behind and was never returned. So as much as lovely staff and food wouldn’t go back.

The front desk staff Emma Kayleigh and Sean, the bar manager, Alistair, Ellen, the beautiful breakfast attendant...et al absolutely enjoyed from beginning to end Hands down, the best place we have stayed in a very long while!!! The food was so very traditional and in the best way! From pastries to food allergy accommodations, so very sweet and patient! There were so many amenities, so very clean. Sadly, we were unable to visit the indoor pool, were unable to get a spa appointment, and didn't request room service, which is all available. It was our first time international trip so we didn't spend a lot of time indoors.

Bedroom was spacious, looked like it had been remodelled, and had two double beds. Very comfortable and very quiet. Would have liked a bedside clock and a TV with more channels. Strange incident in the restaurant. Requested small bottle of still water. Server brought a large bottle saying they were out of small bottles but we would only be charged for a small bottle as that was what we had requested. All good so far until the bill arrived charging us for a large bottle. Informed this second server of our previous conversation with his colleague, who had now left, but this gent insisted we pay for the large bottle. Didn't want to create a scene but this was embarrassing and perhaps somewhat dishonest.

We stayed in the hotel for one night. The main reception and hall decor is dated and could do with a refresh, however the room had clearly been renovated as it was fantastic. Loads of space, spotless and very modern. The bathroom included a large shower, which was powerful which we love and the mirror had a built in light which is just perfect to get ready. Bottled water was provided and also tea, coffee and a kettle. We rang and requested spa robes which was delivered to our room for us to use the spa facilities. The pool was massive, it was cool and with a young baby it wasn’t the best, that’s one thing we would recommend to the hotel to review. But very clean and well looked after. Steam room and sauna was fantastic. You’ve to pay extra to use jaquzzi pool. We got so much use out of the pool and towels were available on arrival. We didn’t eat in the evening in the hotel but ordered desserts when we returned with drinks and they were lovely. We had cocktails and they were delicious, was very impressed with that. We had breakfast the next morning, all freshly prepared hot breakfast, which was constantly replenished. Pastries, ham, cheese, fruit juices etc was also all available and delicious. Coffee was good and staff couldn’t have been nicer or more helpful. We also had the staff sterilise our baby’s bottles in the microwave which was no bother to them at all. We will definitely return and stay again, it is perfect for a family and so welcoming. Thanks for a great stay.

Pool too cold to stay in more than 2 mins, slimmy steam room and sauna. They push the upgrade to the hot tubs, which were nice and warm. (at the bargain price of £30 for 30mins!! ) Tell you one price before, then charge you double after. Not a single sign stating pricing. Asked to speak to the manager who was extremely condescending, basically called us liars, and said prices are "clear" more than once, but could not show us anywhere that stated the price! Receptionist even lied to our faces in front of the manager! No integrity whatsoever! Really could not care less!! The whole experience was very uncomfortable, upsetting and confrontational! I would rather have packed and left. There to celebrate our anniversary but this totally ruined it! The hotel has no information on check in, or to hand in the room, nothing re restaurant times, pool times, check in etc, literally nothing! They provide a QR code taking you to their guest services website page. Again this includes no useful info! WiFi is non existent. I did not manage a single minute of sleep, Walls were so thin, doors banging all night, people talking, shouting and tvs. The room was stuffy and no way to regulate heat in the room. For a hotel that states they go the 'extra mile' for their customers, we definitely witnessed the opposite!

We stayed as a school group doing a History tour of Northern Ireland. The site was perfect to accommodate our needs, staff were very welcoming and friendly and we enjoyed an excellent breakfast. Our students also made use of the pool and fitness facilities and we had a great stay. Thank you.