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Reviews of Best Western Palace Hotel & Casino

4 out of 5
Best Western Palace Hotel & Casino
Central Promenade, Douglas, England

Reviews

7.4

Good

Rating 10 - Excellent. 159 out of 761 reviews" "
Rating 8 - Good. 301 out of 761 reviews" "
Rating 6 - Okay. 205 out of 761 reviews" "
Rating 4 - Poor. 70 out of 761 reviews" "
Rating 2 - Terrible. 26 out of 761 reviews" "

8.0/10

Cleanliness

8.0/10

Staff & service

7.4/10

Amenities

6.6/10

Property conditions & facilities

7.0/10

Eco-friendliness

Reviews

8/10 Good

Arkan

Liked: Cleanliness, staff & service
Very nice and convenience hotel , very friendly staff, really happy with this hotel 😎
Stayed 1 night in Apr 2024
Response from DAVID HILL on Apr 23, 2024
Thank you for taking the time to leave this review regarding your recent stay at The Best Western Palace Hotel & Casino. I’m glad to hear you enjoyed your stay and we really appreciate your positive feedback. Your business is very important to us, and we value all guest feedback; by telling us what you liked about your stay and how we can improve, you are helping us deliver a better guest experience. We hope you will come back to see us again soon.Thank you again for taking your time to leave a review.Yours sincerely, David Hill - General Manager, Best Western Palace Hotel & Casino

10/10 Excellent

albert

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was well situated even though I over looked the car park only staying a couple of days it was ok but would request a sea view if staying longer.The Breakfast was worth the money and the dinning area was pleasant and the bar was also ok. would recommend the Hotel to friends.
Stayed 2 nights in Apr 2024
Response from David Hill on Apr 11, 2024
Thank you for taking the time to leave this review regarding your recent stay at The Best Western Palace Hotel & Casino. I’m glad to hear you enjoyed your stay and we really appreciate your positive feedback. Your business is very important to us, and we value all guest feedback; by telling us what you liked about your stay and how we can improve, you are helping us deliver a better guest experience. We hope you will come back to see us again soon.Thank you again for taking your time to leave a review.Yours sincerely, David Hill - General Manager, Best Western Palace Hotel & Casino

10/10 Excellent

Paul

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The food was amazing!
Stayed 3 nights in Mar 2024
Response from DAVID HILL on Apr 9, 2024
Thank you for taking the time to leave this review regarding your recent stay at The Best Western Palace Hotel & Casino. I’m glad to hear you enjoyed your stay and we really appreciate your positive feedback. Your business is very important to us, and we value all guest feedback; by telling us what you liked about your stay and how we can improve, you are helping us deliver a better guest experience. We hope you will come back to see us again soon.Thank you again for taking your time to leave a review.Yours sincerely, David Hill - General Manager, Best Western Palace Hotel & Casino

8/10 Good

John

Liked: Cleanliness, staff & service
The staff were helpful.
Stayed 2 nights in Mar 2024
Response from DAVID HILL on Apr 9, 2024
By the looks of your review, you had a good experience here at Best Western Palace Hotel & Casino.I am happy that we did everything you expected or more. Your review will help us improve, so delivering an even better experience for our guests and yourself next time you come to stay with us.Thank you for choosing The Best Western Palace Hotel & casino and taking you time to leave this review.Your SincerelyDavid Hill - General Manager, Best Western Palace Hotel & Casino

8/10 Good

Christopher

Traveled with partner
Grubby car park outside reception area.
Stayed 4 nights in Feb 2024
Response from DAVID HILL on Mar 1, 2024
Many thanks for taking the time to provide this review all feedback is appreciated and help to improve our service.I can advise we are in the process of getting our car park resurfaced. We hope to see you again soon. David Hill - General Manager, Best Western Palace Hotel & Casino

10/10 Excellent

ziggy

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Feb 2024
Response from David Hill on Feb 26, 2024
Thank you for taking the time to leave this review regarding your recent stay at The Best Western Palace Hotel & Casino. I’m glad to hear you enjoyed your stay and we really appreciate your positive feedback. Your business is very important to us, and we value all guest feedback; by telling us what you liked about your stay and how we can improve, you are helping us deliver a better guest experience. We hope you will come back to see us again soon.Thank you again for taking your time to leave a review.Yours sincerely,David Hill - General Manager, Best Western Palace Hotel & Casino

8/10 Good

Ross

Traveled with partner
Liked: Staff & service
Disliked: Property conditions & facilities
Room was nice with view across the sea. But like the rest of Douglas it is a bit tired and past its sell by date. The restaurant was good and the food really nice and great value. Friendly staff in the restaurant. Pity the jacuzzi and the saunas were out of action.
Stayed 2 nights in Feb 2024
Response from DAVID HILL on Feb 19, 2024
1.Dear (Guest name), Thank you for taking the time to leave this review regarding your recent stay at The Best Western Palace Hotel & Casino. I’m glad to hear you enjoyed your stay and we really appreciate your positive feedback. Your business is very important to us, and we value all guest feedback; by telling us what you liked about your stay and how we can improve, you are helping us deliver a better guest experience. We hope you will come back to see us again soon.Thank you again for taking your time to leave a review.Yours sincerely,David Hill - General Manager

6/10 Okay

Ian

Traveled with family
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Very dated but not bad for money especially on island needs updated very 80s no staff at desk had to wait for attention but friendly once there.
Stayed 3 nights in Feb 2024
Response from DAVID HILL on Feb 19, 2024
Dear Guest,Your review will help us improve, so delivering a better experience for our guests and yourself next time you come to stay with us.Thank you for choosing The Best Western Palace Hotel & casino and taking you time to leave this review.Your SincerelyDavid Hill - General Manager

10/10 Excellent

Carol

Traveled with family
Liked: Staff & service
Near to venue I was attending
Stayed 1 night in Feb 2024
Response from DAVID HILL on Feb 14, 2024
Thank you for taking the time to leave this review regarding your recent stay at The Best Western Palace Hotel & Casino. We hope you will come back to see us again soon.Thank you again for taking your time to leave a review.Yours sincerely,David

8/10 Good

Gareth Kevin Samuel

Traveled with group
Liked: Staff & service, amenities
Helpful staff and lovely room Possible updating of carpet in entrance hall but that maybe more it just looked dark and not as welcoming
Stayed 1 night in Jan 2024
Response from DAVID HILL on Feb 14, 2024
Thank you for taking the time to leave this review regarding your recent stay at The Best Western Palace Hotel & Casino. I’m glad to hear you enjoyed your stay and we really appreciate your positive feedback. Your business is very important to us, and we value all guest feedback; by telling us what you liked about your stay and how we can improve, you are helping us deliver a better guest experience. We hope you will come back to see us again soon.Thank you again for taking your time to leave a review.Yours sincerely,David

4/10 Poor

Andrew

Traveled with partner
Disliked: Amenities
The whole premises was tired, run down and exhausted. The key cards keep failing causing frequent unnecessary trips to reception. The room facilities were adequate but not refreshed for the stay. Wholly disappointing and in no way comparative to the marketing descriptions on line.
Stayed 3 nights in Jan 2024
Response from David Hill on Feb 26, 2024
Many thanks for taking the time to review, your review will help us improve, so delivering an even better experience for our guests and yourself next time you come to stay with us.Thank you for choosing The Best Western Palace Hotel & casino and taking you time to leave this review.Your SincerelyDavid Hill - General Manager, Best Western Palace Hotel & Casino

6/10 Okay

Justin

Traveled with family
Liked: Staff & service
Disliked: Property conditions & facilities, room comfort
Stayed 2 nights in Jan 2024
Response from DAVID HILL on Feb 14, 2024
Thank you for taking the time to leave this review regarding your recent stay at The Best Western Palace Hotel & Casino. Yours sincerely,David

2/10 Terrible

Denis

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Jan 2024
Response from DAVID HILL on Feb 14, 2024
Thank you for taking the time to leave this review regarding your recent stay at The Best Western Palace Hotel & Casino. Yours sincerely,David

4/10 Poor

diana

Liked: Cleanliness, room comfort
Disliked: Staff & service
I couldnt stay the full 4 days due to wether conditions and ferries being cancelled i was offered no reduction due to this. I have stayed at this hotel many times and never had a problem i feel really upset about their lack of interest in my position. There was also no reduction in rhe cist if breajfast and dinner for guests.
Stayed 4 nights in Dec 2023
Response from Claire on Dec 27, 2023
Hi DianaMany thanks for taking my call this afternoon.As discussed, this booking was made on a pre-paid rate and therefore not subject to cancellations or changes without the loss of monies paid. It is frustrating when you have to change your travel plans but unfortunately this is out side the controls of the hotel. If you find you have travel insurance through your home policy or bank account, please let me know and we can provide a letter confirming the nights not utilised. With regards to the dinner and breakfast prices, it does work out slightly dearer if you purchase your meals separately to your room rate. I can see you had chosen a room only option on this occasion. Please let me know when you will be returning to the Island again and we can see what the best rates are available to you. Best regardsClaire

10/10 Excellent

Karen

Liked: Cleanliness, staff & service
It was a good room and bfast was lovely. Charging although small amout for parking was unnecessary. Overall needs a face lift but would go again.
Stayed 1 night in Dec 2023
Response from David Hill on Dec 11, 2023
By the looks of your review, you had a good experience here at Best Western Palace Hotel & Casino.I am happy that we did everything you expected or more. Your review will help us improve, so delivering an even better experience for our guests and yourself next time you come to stay with us.Thank you for choosing The Best Western Palace Hotel & casino and taking you time to leave this review.Your SincerelyDavid Hill - General Manager, Best Western Palace Hotel & Casino

8/10 Good

Elizabeth

Traveled with family
Sisters reunion
Hotel lovely position, delight to open curtains to sweeping views of Douglas Bay. Room a decent size as was bathroom but didn’t care for shower over bath, controls very primitive, difficult to get correct water temperature and shower head far too high for 5’2” ladies. Beds reasonably comfortable but pillows very hard. Dining room very pleasant friendly if not always efficient staff, breakfast very good best continental I’ve encountered for some time, cooked looked good too, tea & coffee not so good cold on 1st morning though they did bring out more that was hot. Dinners were also good, especially the fish dish from the kitchen and very good value. I will stay here again and recommend to family & friends.
Stayed 3 nights in Nov 2023
Response from David Hill on Dec 6, 2023
Dear Elizabeth, Thank you for taking the time to leave this review regarding your recent stay at The Best Western Palace Hotel & Casino. I’m glad to hear you enjoyed your stay and we really appreciate your positive feedback. Your business is very important to us, and we value all guest feedback; by telling us what you liked about your stay and how we can improve, you are helping us deliver a better guest experience. We hope you will come back to see us again soon.Thank you again for taking your time to leave a review.Yours sincerely,David Hill - General Manager, Best Western Palace Hotel & Casino

6/10 Okay

Kelly

Traveled with partner
Disliked: Cleanliness, property conditions & facilities
Found it untidy
Stayed 4 nights in Nov 2023
Response from ZOWIE HANKINSON on Jan 3, 2024
Thank you very much for having taken the time to share this lovely review, following your recent event with us. I am delighted to see that the service provided by the team contributed to a successful stay and hope to have the pleasure of welcoming you back again in the future.Kind RegardsZowie HankinsonManager

8/10 Good

Andrew

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 4 nights in Nov 2023
Response from ZOWIE HANKINSON on Jan 3, 2024
Thank you very much for having taken the time to share this lovely review, following your recent event with us. I am delighted to see that the service provided by the team contributed to a successful stay and hope to have the pleasure of welcoming you back again in the future.Kind RegardsZowie HankinsonManager

8/10 Good

Christopher

Liked: Cleanliness, property conditions & facilities, room comfort
Lovely sea view
Nice hotel, comfortable stay, lovely sea view, hotel starting show it’s age, could do with modernisation soon
Stayed 7 nights in Nov 2023
Response from David Hill on Dec 11, 2023
Thank you for taking the time to leave this review regarding your recent stay at The Best Western Palace Hotel & Casino. I’m glad to hear you enjoyed your stay and we really appreciate your positive feedback. Your business is very important to us, and we value all guest feedback; by telling us what you liked about your stay and how we can improve, you are helping us deliver a better guest experience. We hope you will come back to see us again soon.Thank you again for taking your time to leave a review.Yours sincerely,David Hill - General Manager, Best Western Palace Hotel & Casino

8/10 Good

Iris

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The view from our room overlooking the Douglas Promenade is fantastic. Hotel is close to Electric Tram end, with easy bus service. Nice pool.
Stayed 3 nights in Aug 2023

8/10 Good

andrew

Stayed 3 nights in Oct 2023

6/10 Okay

Paul

Business traveler
Liked: Cleanliness, amenities
Property is a little tired looking but the rooms were clean and comfortable. Staff were pleasant enough but some could take lessons on how to smile! The Chinese restaurant served fantastic food with a great menu and great staff. The main restaurant had a limited menu although reasonably priced. Hotel breakfast was a highlight! Parking was ample and again reasonably priced. Local amenities were close by. The island has some wonderful restaurants and the locals were very welcoming. The ferry terminal was a 5 minute drive from the hotel. Mobile phone signal on the island is terrible at best.
Stayed 4 nights in Oct 2023

2/10 Terrible

Chris

Business traveler
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Tired and in need of a facelift
Unfortunately one of the worst Hotels I have stayed in. While the pool and restaurant/bar area are OK - everywhere else desperaltly in need of a makeover - paint peeling, threadbare carpets, cracked tiles, cheap furniture etc. The Hotel must be struggling as Car Parking is extra - even though street parking is effectively free and Hotel guests are even xpected to leave a deposit for a towel to use the pool - who has £2 in their pocket going for a swim (room key is a security risk!) - so had to go back to room to get a towel. This petty approach was clear in staff attitudes to even simple requests - not their fault - but reflected management dictated approach. This is a Hotel for OAP coach trips using the Hotel as a base, where cost is paramount and mod cons not requied nor seen.
Stayed 2 nights in Oct 2023

6/10 Okay

Chutima

Disliked: Property conditions & facilities
Property is dated
Stayed 1 night in Oct 2023

8/10 Good

Oren

Stayed 1 night in Oct 2023

4/10 Poor

Robert, Northwich

Traveled with partner
Disliked: Amenities, property conditions & facilities
Definitely NOT a 4 Star hotel, well past it's best. Needs a major overhaul to bring it up to 4 star, otherwise demolish it. Rooms serviced only once every 3 days, totally unacceptable. Sauna and steam room were out of order and appear to have been for a while. Bathroom was awful, shower controls very fiddly and the curtain attached itself to you all the time, allowing water to spill out onto the floor. The extract system seemed clogged and ineffective. Food was OK. We won't be returning here.
Stayed 7 nights in Sep 2023
Response from DAVID HILL on Oct 2, 2023
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. The team was waiting for a part from England which is now fitted and is working again. The Sauna has come to it end of life and we are purchasing a new one.I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.David HillGeneral ManagerPalace Holdings LtdCentral PromenadeDouglasIM2 4NA01624 662662david.hill@palacehotels.im

8/10 Good

Stephen George

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location on the Douglas seafront. Easy to access buses and trams. Spacious sea view room, but disappointed to be told that the hotel room would only be serviced every 3rd day! Not acceptable for a hotel.
Stayed 5 nights in Sep 2023

6/10 Okay

Karyn

Liked: Staff & service
Disliked: Property conditions & facilities
The property was very dated and in need of major upgrades.
Stayed 2 nights in Sep 2023

6/10 Okay

Khan

Traveled with group
Liked: Cleanliness, property conditions & facilities, room comfort
Had to book an extra night due to ferry cancellation. We were unable to do this at the hotel, the staff member told us we had to wait until the morning, so we booked online. Same room/bed configuration. Asked if we could stay in the same room, got told no, and that we had to check out to check back in again later. Seems rather unnecessary and inconvenient if we’ve booked the same room type.
Stayed 2 nights in Sep 2023

4/10 Poor

Susan

Disliked: Property conditions & facilities, room comfort
Not enough words....
There is no way this is a 4 star hotel. Housekeeping only visit the room every 3 days. This is a hotel where the owners, and/or management have forgotten it's the little things that matter. It's not good enough to have to ask for fresh towels, tea and milk. Meal times are a chaotic self service experience. Everyone queues at one machine for tea and coffee. Having got a cup of tea, it's another queue for breakfast. Return to a table with the choice to drink cold tea or queue again and risk a cold breakfast. Best service was last day for lunch. Simply order at the bar and it's brought to your table. On the very rare occasions you come into contact with employees, they are friendly and helpful. But they are clearly working with systems and processes that are not customer friendly. The whole experience is bit like being cattle herded, rather than making you feel special and valued.
Stayed 4 nights in Sep 2023

6/10 Okay

Cara

Business traveler
Liked: Staff & service, room comfort
Stayed 1 night in Sep 2023

10/10 Excellent

Mike

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent spa and restaurant. Great sea views
Stayed 3 nights in Aug 2023

6/10 Okay

Matthew

Business traveler
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Tired and dated hotel.
As others have mentioned this is a very tired and dated hotel. However, my room was clean and the staff were great. The food in the (dated decor) restaurant was great. However during my stay the main car park was barriered off to reserve spaces for a classic car show. The top car park was available but quite an uphill walk to reach it from the hotel entrance. Whilst I was there, classic cars did not fill the barriered off areas!! I chose this hotel especially for off street parking and paid a premium for this privilege, not happy with having to treck up to the top car park! Unfortunately I won't be using this hotel again when I return!
Stayed 5 nights in Sep 2023

10/10 Excellent

raymond john, dagenham

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
nothing wrong with this hotel, friendly svs, clean quiet room very good food and resonable price.my room was the furthest from reception may be why my wifi was iffy.
Stayed 4 nights in Sep 2023

6/10 Okay

Paul

Traveled with partner
Disliked: Staff & service, amenities, property conditions & facilities
Very run down and dirty. A total waste of time and money. Don't bother look for another hotel
Stayed 2 nights in Sep 2023

6/10 Okay

Mary, Evansville

Traveled with family
Liked: Staff & service
Disliked: Property conditions & facilities
Old. Needs update
Stayed 2 nights in Sep 2023

8/10 Good

David

Stayed 3 nights in Sep 2023

6/10 Okay

IAN

Business traveler
Liked: Staff & service
Disliked: Property conditions & facilities
Clean , staff friendly but needs a refurb
Stayed 2 nights in Sep 2023

4/10 Poor

Caroline

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Aug 2023

2/10 Terrible

Grandvill

Traveled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Room was dirty with tea stains on walls and dusty. We asked for other room and the Manager was rude and aggressive. So we left the premises. No customer service or hospitality shown
Stayed 1 night in Aug 2023

10/10 Excellent

Margaret

Stayed 2 nights in Aug 2023

8/10 Good

Donna

Traveled with family
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Disappointing for a 4 star hotel
Location and facilities were good but the condition of the hotel was very disappointing. Furnishings were stained, carpet taped down, lack of sockets. I'm not sure how this retains its 4 star status
Stayed 3 nights in Aug 2023

10/10 Excellent

Sandra

Stayed 3 nights in Jul 2023

6/10 Okay

Brenda

Traveled with partner
Liked: Staff & service
I thought we would have had our rooms cleaned during our stay especially following the recent outbreak of covid The outside of the building is in need of some TLC.
Stayed 3 nights in Aug 2023

10/10 Excellent

Lynn

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 6 nights in Aug 2023

6/10 Okay

Syed

Business traveler
Liked: Staff & service
Disliked: Property conditions & facilities
IOM Trip
The room carpet was past it's replacement date. The hotelmlocstion in as great.
Stayed 2 nights in Aug 2023

8/10 Good

Johm

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Comfortable
Stayed 3 nights in Aug 2023

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Trip across the water to the rock!
We had a sea view room on the 4th floor, really great view. Room a little dated but clean and comfortable. Hotel central, 15min walk from town and the other way to the electric tramline. £6 in a taxi to/from the ferry. Pool a little on the cold side but again lovely sea view. Breakfast was great, lots to choose from and the sausages we're really good quality. Staff friendly. We enjoyed the casino too! I didn't use the hairdressers on site but handy to know it is there for next time we visit.
Stayed 3 nights in Aug 2023

6/10 Okay

Marguerite

Traveled with family
Liked: Cleanliness, staff & service, amenities
Bed very comfortable and room clean. I thought our room should be cleaned on third day. We arrived on Tuesday and left on Friday morning. The entrance to Hotel needs a face lift and also all around The Reception area.
Stayed 3 nights in Aug 2023

8/10 Good

maggie

Traveled with family
Liked: Cleanliness, staff & service, room comfort
Stayed 1 night in Jul 2023