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Reviews of The Watermill Hotel, Sure Hotel Collection by Best Western

3 out of 5
The Watermill Hotel, Sure Hotel Collection by Best Western
London Road, Bourne End, Hemel Hempstead, England

Reviews

6.6
Rating 10 - Excellent. 34 out of 237 reviews" "
Rating 8 - Good. 78 out of 237 reviews" "
Rating 6 - Okay. 64 out of 237 reviews" "
Rating 4 - Poor. 34 out of 237 reviews" "
Rating 2 - Terrible. 27 out of 237 reviews" "

7.4/10

Cleanliness

7.0/10

Staff & service

6.8/10

Amenities

6.4/10

Property conditions & facilities

Reviews

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service
Good location from the workplace...rooms are okey....but not too soundproof...and they are clean.....check in was alright but there were little propblems upon check in (1x i was checked into someone elses room...2nd time they did not have the booking upon arrival) ...staff was helpful and friendly to solve it...good breakfast
Stayed 3 nights in Feb 2020

2/10 Terrible

A

Business traveler
Disliked: Staff & service
Won’t stay again
Room was freezing and took ages to warm up via the air conditioning Then no hot water in the morning for a shower Staff didn’t seem to care on check in or out
Stayed 1 night in Feb 2020
Response from . on Feb 21, 2020
On behalf of our entire team, I would like to apologise for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. We are currently in the process of structure refurbishments and would like to assure you that we are further training our staff in order to provide you with the service and warm welcome that you deserve. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.

8/10 Good

Verified traveler

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I didnt like the fact the hotel and especislly the restaurant was very cold. No heating working.
Stayed 1 night in Jan 2020
Response from . on Feb 21, 2020
Thank you for completing the survey regarding your recent stay at our property. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon.

10/10 Excellent

Kenneth, Orlando, Florida

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Surpasses expectations. Room was excellent. Gentlemen named Jude at the front desk was extremely nice.
Stayed 1 night in Jan 2020
Response from . on Feb 21, 2020
Thank you for completing the survey regarding your recent stay at our property. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon.

8/10 Good

Verified traveler

Liked: Staff & service, amenities
Stayed 1 night in Nov 2019

8/10 Good

Mark

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
One Night Stay
Clean room, great restaurant choice and good food. The only negative was it took a little time to get connected using the guest Wifi and breakfast was OK but as a whole very good.
Stayed 1 night in Nov 2019

8/10 Good

Thomas

Business traveler
Liked: Staff & service
Accommodation okay but could do with a better update, breakfast was okay selection but hot buffet was poor only thing correct temperature was the hashbrowns . When I mentioned the Tomato Sauce had run out the lady serving look at me to say what do you expect me to do!! there after there was no replacement. At £98 B&B will not say again
Stayed 1 night in Nov 2019

8/10 Good

Verified traveler

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Oct 2019

8/10 Good

Malcolm

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good comfortable quite hotel
Stayed 1 night in Oct 2019

2/10 Terrible

Doug

Business traveler
Liked: Cleanliness
Disliked: Staff & service
What a shame, the new rooms are lovely but...
On arrival, there were no staff anywhere, one customer in the deserted bar, an empty dining room, no one. Eventually a member of staff appeared, with no apology. The room was tired but OK, however in the morning none of the lights int he room, including the bathroom worked, meaning a shave by the torch on my phone. Unlikely I will return.
Stayed 1 night in Oct 2019

6/10 Okay

Sarah

Stayed 1 night in Sep 2019

4/10 Poor

Paul

Traveled with family
Disliked: Cleanliness, property conditions & facilities, room comfort
Uncomfortably annoying 😡
The room was very dated, worn out carpet, hideous bathroom suit with mould around the sink , door handle hanging off, noisy heating, overpriced room, didn’t bother using any other facilities went elsewhere 😡
Stayed 2 nights in Sep 2019
Response from Alisha on Oct 17, 2019
Dear Paul, Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. Kind Regards,

8/10 Good

Marcus

Liked: Cleanliness, room comfort
Reasonably happy!
Nice clean hotel. However there seemed to be a bit of a mix up with the booking at check-in. Probably due to the fact I had to amend the booking. There also seemed to be an over charge from the original booking. I had been charged for superior rooms after I amenended. We were given standard rooms, I think there seems to be a lack of communication between the hotel and hotels.com!
Stayed 3 nights in Sep 2019

8/10 Good

Melissa

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
value for money
great location. great space and easy parking. Lovely outside area for eating. Very friendly staff.
Stayed 1 night in Sep 2019
Response from Alisha on Oct 17, 2019
Hi, Thank you for completing the survey regarding your recent stay at our property. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon. I would like to apologise for the inconvenience. Thank you again for taking the time to complete the survey. We appreciate your loyalty to our brand. Sincerely, The Watermill Hotel

4/10 Poor

Andrew

Liked: Cleanliness, room comfort
Disliked: Staff & service, property conditions & facilities
Soulless and poor sevice
This hotel was soulless no atmosphere ,the room were tired bits hanging off hear and there, service was poor we arrived back at the hotel @10.30 pm had drink beer was awful (gassy too much head) and was not able to order any food not even a bag of crisps. we asked for some biscuits to take to the room ans were offered 3 biscotti, Not a good experience
Stayed 1 night in Sep 2019
Response from The Watermill Hotel on Sep 29, 2019
Dear Andrew, Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. If I can provide any assistance, please don't hesitate to contact me directly at 01442349955. Kind Regards, Alisha

10/10 Excellent

Julia

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2019
Response from Alisha on Oct 17, 2019
Dear Julia, Thank you for completing the survey regarding your recent stay at our property. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon. I would like to apologise for the inconvenience. Thank you again for taking the time to complete the survey. We appreciate your loyalty to our brand. Sincerely, The Watermill Hotel

10/10 Excellent

Paul

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Aug 2019
Response from Alisha on Aug 23, 2019
Dear Paul, Thank you for taking time to review our property.Your feedback is very important to us.We hope you will come back and see us again soon.Thank you once again. Kind Regards,

4/10 Poor

N, London

Traveled with group, Traveled with family
Disliked: Amenities, property conditions & facilities
1) Good location with nice garden and river 2) Most rooms do not have air conditioning even though the website says air conditioned rooms. 3) Staff gave us rooms in different blocks even though we had one booking as a family. Hotel policy should be reviewed as rooms under one policy should not be so far apart. 4) Room service was not available after 10:30pm 5) Coffee machine was broken
Stayed 1 night in Jul 2019

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Jul 2019
Response from Alisha on Aug 8, 2019
Hi, Thank you for taking time to review to review our property,your feedback is very important to us.We hope you will come back and see us again soon. Kind Regards,

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Jul 2019
Response from The Watermill Hotel on Aug 8, 2019
Hi, Thank you for taking time to review our property,your feedback is very important to us .We hope you will come back and see us again soon. Thank you once again. Kind Regards,

2/10 Terrible

Christine

Stayed 2 nights in Jul 2019

8/10 Good

Matt

Liked: Staff & service, property conditions & facilities, room comfort
A good all-rounder
The stay itself was great, the shower was grotty and didn’t drain away properly, but other than that top show.
Stayed 1 night in Jul 2019
Response from The Watermill Hotel on Aug 8, 2019
Dear Matt, Thank you for taking time to review our property,your feedback is very important to us.we hope you will come back and see us again soon. Kind Regards,

2/10 Terrible

Verified traveler

Disliked: Cleanliness
Restauarant never open when it is food cold can’t eat it managers customer service needs reviewing
Stayed 1 night in Jun 2019
Response from The Watermill Hotel on Aug 9, 2019
Hi, Thank you for your feedback.We would like apologise for the inconvenience caused and we do hope that you will back to see us again soon,so that we can get another chance to provide you with a comfortable stay with us.Thank you once again for your review. Kind Regards,

10/10 Excellent

Verified traveler

Business traveler, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful setting - bitcdated but very clean & comfortable
Stayed 1 night in Jun 2019
Response from The Watermill Hotel on Aug 8, 2019
Hi, Thank you for taking time to review our property,your feedback is very important to us.We hope you will come back and see us again soon.Thank you once again. Kind Regards,

4/10 Poor

Steven

Liked: Staff & service
Disliked: Property conditions & facilities, room comfort
Stayed 1 night in Jun 2019
Response from The Watermill Hotel on Aug 9, 2019
Thank you for taking time to review our property,your feedback is very important to us .We hope you will come back and see us again soon. Kind Regards,

6/10 Okay

Verified traveler

Traveled with group
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Room was large but the bed had seen better days and the pressure in the shower was pathetic.
Stayed 1 night in Jun 2019
Response from The Watermill Hotel on Aug 9, 2019
Hi, Thank you for your feedback we really do appreciate it.We would would like to assure you that we are currently in the process of structure refurbishments and we do hope that you will come back and see us again soon. Kind Regards,

6/10 Okay

Verified traveler

Traveled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
The lovely thing about this hotel is the location, with the river running under the main hotel and the watermill itself. Unfortunately the whole place is very tired and needs a complete refurb. We couldn't use the shower as the head was completely filthy. The evening dinner was okay, but the full English breakfast was pretty cold!
Stayed 1 night in May 2019

6/10 Okay

Verified traveler

Traveled with partner
Disliked: Cleanliness, staff & service, amenities
Mattress was very soft and was difficult to get good nights sleep
Stayed 1 night in May 2019

6/10 Okay

Paul

Liked: Cleanliness, room comfort
Average hotel at best.
Stayed 2 nights in Apr 2019

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2019

6/10 Okay

Verified traveler

Liked: Staff & service
Disliked: Room comfort
Beds are a small double and not as comfortable as the other nearby hotel but it is a convenient location with plenty of parking and it’s in the middle of the village.
Stayed 1 night in Apr 2019

10/10 Excellent

Julie

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
It’s lovely to see the TLC the hotel needs taking place. This work didn’t impact on this lovely cosy hotel. Wonderfully warm and clean.
Stayed 1 night in Apr 2019

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2019

8/10 Good

Anthony

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
A very nice stay.
Great room for the price. Only thing I would say is the mattress wasn’t firm enough and dipped in the middle.
Stayed 1 night in Mar 2019
Response from Watermill Hotel on Apr 30, 2019
Thank you for your visit and thank you for letting us know, we apologise for any inconvenience. We hope that you will visit us again. Kind Regards Watermill Hotel Team

6/10 Okay

Verified traveler

Disliked: Amenities
Stayed 1 night in Mar 2019

8/10 Good

Rob

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Recent stay and suggestion
May I suggest that you sign up to Defense Discount Card scheme and also, Blue Light Card scheme. These are the official government endorsed discount schemes for armed services and emergency service worker. Paramedics and soldiers like me, who work for the NHS, don’t earn a huge sum so the comfort of nice hotels like yours is often denied us due to cost. Thank you for a very pleasant 2 nights during my somewhat unpleasant 3 NHS shifts.
Stayed 2 nights in Mar 2019

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Mar 2019

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service, room comfort
Stayed 4 nights in Mar 2019

10/10 Excellent

WILLIAM

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
SUPER PLACE
LOVELY PLACE TO STAY VERY CLEAN AND COMFORTABLE
Stayed 1 night in Mar 2019
Response from Watermill Hotel on Apr 30, 2019
Thank You for your visit, we are glad that you enjoy your stay at our hotel. Waiting for your next visit. Kind Regards Watermill Hotel Team

4/10 Poor

Julie

Disliked: Property conditions & facilities, room comfort
Stayed 1 night in Feb 2019

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Feb 2019

10/10 Excellent

Anthony

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Review
Very good
Stayed 1 night in Jan 2019

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excellent location for business in the West Herts area
Stayed 1 night in Jan 2019
Response from Ioli Mazgaltzidou- Guest Service Executive on Jan 31, 2019
Thank you for taking the time to review our property. We are very glad to hear that our location best matched your needs and we look forward to welcoming you back in the near future.

10/10 Excellent

Akber

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2019

8/10 Good

Kevin

Liked: Cleanliness, staff & service
Birthday Trip 2018
We only stayed one night, so it’s difficult to assess the hotel properly. The room itself was very comfortable, but the bed sagged slightly.
Stayed 1 night in Dec 2018

6/10 Okay

Verified traveler

Stayed 1 night in Dec 2018

4/10 Poor

Verified traveler

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
The hotel was in need of a good cleaning. The rooms should have been cleaner.
Stayed 1 night in Dec 2018
Response from Ioli Mazgaltzidou- Guest Service Executive on Dec 20, 2018
Thank you very much for taking the time to review our property. Your feedback is important to us and we will be using it to implement improvements to ensure we offer a better experience for guests in the future. On behalf of our entire team we would like to apologise for your recent experience with us, we have forwarded your feedback to the housekeeping team and we will ensure that we provide the highest standards of cleanliness in our hotel. We hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. Regards

6/10 Okay

Valerie L

Liked: Room comfort
Disliked: Staff & service
It was ok but it was marred by a Wedding Party with very antisocial guests ! Noise and language terrible . It did not stop until 5.30 am . Reception called in-house Security but should have called the police . If Nest Western are providing Wedding Srvivr they must have recourse to dealing more effectively with truly awful anti social behaviour.
Stayed 2 nights in Dec 2018
Response from Ioli Mazgaltzidou- Guest Service Executive on Dec 17, 2018
Dear Valerie, Thank you so much for taking the time to review our property. We are very sorry to hear that you did not have a comfortable stay with us and we would like to assure you that our staff is doing the best possible to ensure a pleasant stay for all of our guests. On this occasion, we would like apologise for the inconvenience caused and we do hope that you will come back and give us another chance to provide you with a superior experience. Regards

8/10 Good

Verified traveler

Fine
Stayed 1 night in Nov 2018

8/10 Good

Mrs J

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
One night stay
Nice clean room with amenities. Only stayed for one night as I was going to a family funeral.
Stayed 1 night in Nov 2018