Best Western Ship Hotel

AVOID AVOID AVOID! What an absolutely shocking place this is. They wouldn’t know what customer service was if it hit them in the face. The lady behind the check-in counter wasn’t just exceptionally rude, she couldn’t muster even the slightest hint of a smile if her life depended upon it. I couldn’t describe the hotel management as bad, as any form of management simply doesn’t exist. Best Western couldn’t care less about your experience in Weybridge. We had booked a double room. When we arrived at the hotel we noticed that there was a wedding party going on. During check-in we asked for a room away from the party noise, which the receptionist promised us she’d give us. Let them party and have fun, we just wanted to sleep after a rather busy day. When we got to the room we discovered it faced the courtyard where the wedding party was going on. So much for the quiet room. We then opened the bathroom door, only to see we had an accessible bathroom. Now don’t get me wrong, I appreciate that the hotel offers the possibility for wheelchair users to book a room so forgive me for being snotty, but I don’t want to see a dirty shower stool parked next to dirty toilet handle bars on a grotty wet room floor where I need slippers if I want to take a shower. So we went back downstairs to ask for a different room. Bearing in mind that when we arrived, the receptionist was offering one double room and one twin room to one of the wedding guests who decided they maybe wanted to stay but then didn’t when they heard the price, we had every reason to believe that there were other double rooms available. So here are the excuses the receptionist gave us for not giving us a different room: 1. She was not able to change a room on their system. 2. She wasn’t able to contact a manager over the phone, she was texting them. Then that manager wasn’t available, so she had to text another manager. Then I needed to sit on a sofa and go away. Yes, I was told to sit on a sofa. Not even asked to, I was told. 3. Then the hotel was “overbooked”, there were no other rooms available. 4. When we pointed out she had just offered rooms to another guest she said those rooms had just been booked by someone else. 5. When we then showed her we could book another double room right there and then on booking dot com, she said that that website was wrong (the room was still available an hour later, so it was definitely not a delay in updating). 6. She then said that she couldn’t offer another double room for the price we had booked, and that booking dot com had given us the wrong price (the hotel always sets the price, and it was set to be paid at the hotel, she took our payment herself). 7. She then said that changing rooms wasn’t necessary, our room is a double room regardless of bathroom so we got what we booked. No apology, no understanding, no help, no desire whatsoever to offer any form of assistance. What a horrible place this is. We will never be back, it is truly rubbish on another level. I can only advise everyone to not touch this place with a barge pole. Stay clear!

Great Value. Stayed there a few times over the last 10 years.

Competitively priced hotel with very traditional ambience, welcoming room but corridor and entrance need renovation

Had a wonderful stay at this hotel. The staff were exceptionally friendly, accommodating, and knowledgeable throughout our visit. Breakfast was included with our booking and was absolutely delicious each morning. The team truly went above and beyond to make the stay as comfortable as possible. During his stay, it was someone's birthday, and the staff kindly recommended a lovely local flower shop. I was also able to arrange for a cake from a vendor, and the hotel staff ensured everything remained fresh until he returned from his day. A special thank you to Jasmine, Karolina, and Sarah, the manager, for their excellent service and communication. Their attention to detail and hospitality made the experience truly memorable.

I booked The Ship for food for my party of six. We had been to Brooklands museum for hubby's 60th. The restaurant where we were seated was lovely, only us in there. We all had starters which were great, then the mains came !! I ordered the ribs, I ate 1 rib and cut into next rib and then all the oil and grease seeped out from under ribs. Making it no good for me to eat. It's actually made ne extremely poorly since leaving yesterday with chronic sickness. I was asked why hadn't eaten them, so I explained Lady just shrugged shoulders and said "ohh OK, they can be juicey" This wasn't juice from ribs, it was grease as was very shiny.. I was not even offered refund on bill for my ribs, as couldn't eat any of my dinner. Sadly it spoilt what had been a great day.

This place is going downhill, our bedroom had not been hoovered, a dirty runner in the bed and duty teaspoons in the tray. The evening meal was mediocre with overcooked chicken, inedible vegetable's, the only decent part of the meal was the desert. Needs a lot of attention to detail

Edit after venue responded to my review: What a ridiculous response, showing furthermore the lack of any customer service by the manager. I gave you two stars overall, 1 for service and your response to my complaint about food and maintenance man walking into my room when I was sleeping is - we hope to see you soon again. Wow, just wow.... ----- Good value for money, especially at that location. There was plenty enough parking spaces when I arrived, you need to pay £10 to pay overnight at reception which is pretty standard. The receptionist was nice and helpful when I arrived, restaurant staff also very friendly and polite. Room was tidy and clean and spacious, with plenty of tea / coffee /sugar. There is a hairdryer as well in the room. I had a room booked for 2ppl (I only arrived on my own after all), however there was only one set of towels in the bathroom, might be worth making sure with cleaning staff they always have updated pax numbers for the next booking, so when there are more people in the room for the night, they don't have to call reception to ask for more towels. Restaurant food is not best, had a pulled pork burger with chips and chips were still cold inside (as if they were frozen and didnt fully cook inside) and pulled pork had far too much chewy fat parts for my liking). I'd recommend trying other dishes or dining out. Sadly, at 9am I got woken up by a maintenance guy walking into my room! I locked my room for the night, he must have had a master key that opens it up anyway. It was a very scary experience. Receptionist /manager claimed it was a glitch in their IT system that showed my room vacant, but that's just not good enough. As a single woman travelling for work, this ruined my stay and unfortunately my good to start with opinion of the hotel. I'd also say, that maybe a free breakfast as an apology would have been a good move to show the customer service and care, but manager only blamed it on the system and offered no further compensation / resolution. Overall, an okay stay for good value in decent location with some hiccups.

202 Accessible room shower is rubbish. Can only get hot on max Hest snd no pressure. Shower Floor has a puddle.