Best Western Diplomat Hotel and Spa  

I have written a formal complaint to the hotel after an unsatisfactory one night stay. We were allocated what must be the worst room in the hotel after paying full rate, while others staying there had paid greatly reduced amounts on an offer. There were issues about safety (no key in emergency exit box to open fire escape door), inadequate service and food at breakfast and the furnishings were worn and shabby and twin beds uncomfortable. However, our complaint was dealt with very promptly and professionally and a full refund offered. The hotel looks quite grand from the exterior and perhaps the new part of the hotel is much smarter, but my husband and I were disappointed with our experience.

I loved the room and the prompt delivery of the champagne that I ordered

The food wasnt as nice as it has been previously and the bed was rock hard and very uncomfortable.We had to wait for are room past the booking in time which was disapointed.

the food was good

the room was dirty and not as it looked oninternet

the dining room experience was very high and luxurious

The pool/saunea was out of order and the fire alarm was going off for over an hour and was hard to relax

Room was nice, clean and comfortable. Shower lovely.

The spa was the main reason I booked this hotel. The pool area was nice, but some damp problems that were a little off putting, The sauna was nice but the smell in the steam room was very unpleasant. For the booking.com price the hotel was reasonable - let down a little by the spa . Facitlites were on the whole were usable - but would benifit froma little better maintance,

Very frindly and extremely helpful staff . great evening atmosphere

Excellent Accomodation. Staff were extremely friendly and courteous. The cleanliness of the hotel was excellent. The manager kindly drove us to the Rugby Stadium as the taxi service was not available. My daughter was provided with internet access to print off her bus ticket free of charge, as she could not locate her original copy. A very enjoyable stay

The quality of the food was outstanding. We were surprised at the quality of the dinner in particular, the lamb was cooked to perfection and the plates were so beautifully laid out it was almost a shame to eat it! Also the staff were incredibly attentive, and were good-humoured and polite without being smarmy. A genuine mistake with my dessert (ketchup used instead of raspberry couli!!!) was dealt with very well, with profuse apologies and a refund. I actually thought it was quite funny, but it was good to see that it was taken seriously by the staff.

Hard to find anything really, except the live music in the dining room was far too loud for us early diners, and so we gave up after our dessert and retired to our room. To be fair, any sizeable hotel has lots of Xmas party bookings, so dining as a couple was probably not such a great plan.

Convenient location

Very friendly staff and excellent dining room.

Lift not working.

The warm welcome and the kindness and attentiveness of the staff. The discounted price was also attractive.

Peace & Quiet

The key card not working and the lift out of order and waiting several hours before the WiFi worked.