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“Wouldn't ever stay there again”

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Best Western Valley Hotel
Ranked #1 of 3 Hotels in Ironbridge
Certificate of Excellence
Reviewed 16 September 2009

I stayed at this hotel for four days with my partner and I have to say that everything, save the food, was awful. One of the reviewers mentioned that they stayed in the old part of the hotel and that the walls were paper thin, they went on to mention that they could hear people sneezing and the bathroom extractor fans from the other rooms. On our fist night there the fire alarm went off a number of times, once at 3:12 am.

The next night there was a wedding and one of the guest came back to their room at about 11:30 went to the bathroom and must have collapsed drunk onto their bed (or perhaps even bathroom floor). Their extractor fan was then left on all night; at 3 am I eventually found the night porter who came with me and stood outside the room, we could hear the taps running and of course the noisy extractor buzzing away. He said there was nothing he could do (how often have you heard this line before?)

The next morning the reception said they would give us another room, but wouldn't move us to the new part of the hotel as there was a wedding on (again) and she said we would be disturbed by the noise. We were given a room (still in the old section) above the reception area and this is where all the guests just happened to congregate after the wedding reception. The noise went on until the wee hours of the morning; I could also hear every word from the people in the next room, as well as all the people walking past in the passage and on the staircase. By the morning I was exhausted and irritable with my partner and my holiday was by now ruined and I still had two more days of hell to go. I now know to always holiday abroad as we paid more for four days than our relatives are paying for their weeklong stay in Greece and their costs includes flights.

My advice read the reviews written by fellow travellers before you book. One has to bear in mind that all the awards and accolades given to hospitality venues are awarded by people who work in the industry; they don’t come unannounced and wouldn’t travel incognito. These people are given the best rooms and unsurpassed service - Stars and Rosettes actually mean nothing to you and me.

  • Stayed: September 2009, travelled as a couple
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1  Thank FellowTraveller027
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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950 - 956 of 971 reviews

Reviewed 12 September 2009

Stayed for two nights. Staff were friendly but the owner / management needs to seriously consider their reputation and ability to ensure that visitors are not subjected to failings of the hotel's making.
We were in a room designed for the disabled. The room is up two flights of stairs or by use of one of these lifts that allows contact with the lift shaft. Wheelchair users have to enter via the back door and a lengthy perambulation inside the premises.
The fire alarms went off. Very good, but staff are supposed to attend the room we were in to ensure that the occupier can get out. This was NOT done. The only way out from the room to the outside for someone confined to a wheel chair is by lift (lifts should not be used when escaping a fire !!) and a trip though the entire hotel interior.
The door to the room is intended to be 'fire resistant'. The gaps between door and door frame negate this safety measure !!
In total, the alarms went off three times including one occurrence at 0310 hours. Two of our friends slept through this one as the alarm sounders in the older main building don't make loud enough noise.
At no time was the hotel properly evacuated as it should have been, there was no roll call or check as there should have been. At a guess, the Health & Safety Act was largely ignored, as were the normal evacuation guidelines issued by the various UK Fire Brigades.
Enquiries afterward revealed that the alarm system was faulty and THAT THIS WAS WELL KNOWN to the owner / management. They clearly failed in their duty of care to customers by not repairing the fault and by not having properly implemented evacuation processes.
On being challenged, the receptionist was more at pains to explain the failings and priorities as due to 'company policy' which puts evacuation and safety second instead of where it belongs. There was no apology from anyone and the impression gained was that the staff had become blase about the situation.
Presumably the hotel has fire certification. Any such certificate is worthless !!!
You are also at risk if you are able bodied.

  • Stayed: September 2009, travelled with friends
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Thank Disgusted2009_09
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
boddison, Director-General Manager at Best Western Valley Hotel, responded to this reviewResponded 17 September 2009

Dear Guest

In response to your recent review of your experience at The Best Western Valley Hotel, I would like to assure you and other potential guests that as an organisation we take our responsibility for Health and Safety very seriously.

I am very sorry for any disturbance that you experienced during your stay as a result of the fire alarms being activated, especially during the night. On this, the second occasion that the alarms were sounding, the manager on duty quickly discovered that it was as a result of a fault. This is very rare. Although this resulted in us not being able to stop the bells from ringing immediately, it was not felt necessary to evacuate the entire hotel in the middle of the night. The hotel has a full Fire Risk assessment in place that is regularly reviewed by the Management Team, and had evacuation have been required, Fire Marshals would have ensured all guests were evacuated and accounted for. Any guests that have any kind of disability are personally aided by two members of staff from their room, as part of the evacuation process. All of our Fire Marshals have received training on how to evacuate a guest with walking disabilities.

I understand that due to the fault on the system, the alarms did sound the next morning, and again due to our earlier findings, the entire hotel was not evacuated. Please be assured that all areas of the building had also been fully checked on all occasions that bells sounded despite our knowledge that part of the system was experiencing a fault. The fault did not affect the systems’ ability to activate in the case of an emergency. The fault was fully rectified later that morning.

I am very sorry if the full information and situation was not communicated to you effectively and that you did not receive an apology for the disturbance. We will improve on this for general, future arising issues.

I would like to assure you that at no point was Guest safety compromised by any decisions and action taken by members of the team.

I appreciate that Wheelchair users currently access the hotel by the entrance at the front of the hotel, rather than the Reception Entrance, however plans have now been passed that will allow changes to the Reception Entrance, that will include a ramp for Wheelchairs users. This is detailed in our Access Statement that can be found on our website.

If you wish to discuss your comments further, please do not hesitate to contact me at the hotel.

Joanne Boddison
Director-General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 September 2009

The location of the hotel is good – a gentle stroll away from the Ironbridge itself – along the River Severn and close to the many museums in the area. You can buy passes to the museums from the hotel’s front desk. Do not worry about the giant coal-fired power station across the river you see if you google the hotel; it is artfully hidden from most views by trees.

The sound proofing between rooms is poor. You can clearly hear next door’s light switches, television but, far worse, is the sounds of extractor fans from neighbouring bathrooms. My wife was woken up at 1.30am by someone switching on such a fan. There is another light in the bathroom, over the sink, which I used to visit the loo in the middle of the night which does not switch on the fan – guests should be encourages to use this method after midnight.

Our room was in the attic – which meant a long climb through several fire doors. Furthermore, the bathroom, which was a reasonable size, was up a further flight of stairs which could more properly be called a ladder. I would not recommend these rooms to anyone who is not fit. [Sounds like I had the same room as the previous reviewer!]

No matter how carefully we trod, the floor-boards in our room creaked very loudly. I assume that this would adversely impact on the people in the room below.

The wireless internet ceased working midway through the visit and was not restored – annoying on two counts: the inability to keep up to date with work and the inability to check up routes and opening times for planned outings.

We dined in the hotel’s Chez Maw restaurant twice which was very good – although staff were laying tables for breakfast around you whilst you were dining. However, there are a wide range of other restaurants close to the hotel from which to choose.

Breakfast on the first day was a selection of “cold” items from a buffet with the “hot” meal ordered from a menu. Apart from the fruit – which was canned, not fresh – this was good.

On the second day there was a hot buffet – served by a member of staff. This was because the hotel was full and the dining room was not big enough to accommodate all the guests. We were placed in a function room behind the bar which was actually better than being in the crowded dining room.

The hotel bar was also – being able to sit outside looking over the garden towards the river at no-smoking tables was excellent. There is a large car park.

  • Stayed: August 2009, travelled as a couple
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Thank GOM99
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 3 August 2009

I've started to use Trip Advisor when looking for hotels and the reviews on here are pretty much as we experienced.
Firstly the few minor niggles, we were in Old part of the hotel which has slightly thinner walls so we could hear bathroom extractor fans (and sneezing) from our neighbours. There were a number of stairs to our room, but we never sought out the lift. There was also some steep steps up to the en-suite. Although we are both fit and healthy and didn't have an issue, if you have slight mobility issues, probably worth mentioning at the time of booking. Finally, bear in mind you're in the bottom of a gorge, some mobile signals are not great. (3 seemed okay, O2 was not so great!)
The room was really nice and a four poster bed (albeit a little 'firm' for my partner) and a large bath with an electric shower over it. Everything worked inc the free wireless internet. Water was very hot, everything was very clean and well serviced.
We had taken the advice of a previous traveller and booked Dinner, bed and Breakfast and we were not disappointed. The meal was superb. It is very much more bistro than "pub grub". I had the steak and it was cooked as ordered perfectly. Service was excellent and efficient without feeling rushed. Save room for dessert !
Breakfast was equally excellent. Over the years I have concluded the more you pay for the room the poorer the breakfast. Well this is the exception to prove my rule. Nicely cooked, not swimming in oil and plenty to choose from. We were one of the last to go for breakfast and there was still plenty of choice.
Reception were very helpful too and everyone wanted to know if everything had been okay, and genuinely seemed bothered about your answer, without being pushy.
Would I go again! Yes! Would I recommend. Yes!

  • Stayed: July 2009, travelled as a couple
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Thank Mr_H_zz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 15 May 2009

The hotel is a lovely setting very near to the River Severn at one end of the Ironbridge Gorge and excellent for touring this historic area, which we did for four days. The staff are all very friendly and helpful. The bedrooms in the modern part of the hotel are well equipped if a little small. We do not recommend the single beds. The restaurant is first class. We had booked bed and breakfast intending to explore restaurants in the area. However, the hotel food was so good we dined there every night. Strongly suggest that any one staying books bed, breakfast and dinner which gives a substantial saving. There is no restricted menu for those on half board and the choice is good. If you give a days notice the excellent chef will cook something of your choice if its not on the menu.

  • Stayed: April 2009, travelled as a couple
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Thank BernardSurrey
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 14 April 2009

This hotel is located is a beautiful spot. The gardens are lovely, and it's very quiet. However, I felt the decor was uninspiring and dated.

The comunal areas are modern and clean, and there were plenty of staff around. We stayed in this hotel to attend a wedding on bank holiday weekend and they coped well with the number of people staying. Having said this they were very bossy at times moving us from one place to another, and they probably needed more people on at breakfast time.

However, the bedroom we were given was very small and the decor dated. The shower also suffered from poor water pressure, although the bathroom was vey clean and had a nice big bath. The bed was also comfortable.

I probably wouldn't stay here again as although my stay was fine, I think I'd rather stay somewhere with a little more personality.

  • Stayed: April 2009, travelled with friends
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Thank LondonLizzy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 25 February 2009

The hotel is lovely, in a picturesques setting. Our room, a family room was exceptionally spacious and immaculately clean, if a little dated in decor. However the flat screen TV and new furnishings made up for that.
I can recommend the dinner, bed and breakfast package. It was very good value. The food was fantastic and it was such a treat on a family break, to go down to a lovely restaurant setting at 7pm and eat such delicious food.Breakfast likewise. My child was well catered for too and we were made welcome as a family, in the hotel and the bar/ restaurant.
The location had good parking, plenty of space to walk around and was also either a short walk formt he town and entertainment or a short drive to the out of town venues.

  • Stayed: February 2009, travelled with family
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Thank MrsJoseph
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Best Western Valley Hotel

Address: Buildwas Road, Ironbridge, Ironbridge Gorge TF8 7DW, England
Region: United Kingdom > England > Shropshire > Ironbridge Gorge > Ironbridge
Bar / Lounge Business Centre with Internet Access Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Suites Wheelchair access
Hotel Style:
Ranked #1 of 3 Hotels in Ironbridge
Price Range: £50 - £111 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Best Western Valley Hotel 3*
Number of rooms: 44
Official Description (provided by the hotel):
The Best Western Valley Hotel is a 3 star country house hotel, set on the banks of the River Severn in the World Heritage Site of Ironbridge, surrounded by stunning award winning parkland, making it very favorable to both the corporate and leisure guests. This Georgian listed building has 44 individually designed en-suite bedrooms. All have complimentary WIFI, tea and coffee making facilities, flat screen televisions. The 2 AA Rosette awarded Chez Maw Restaurant is a stylish and relaxing place to dine. ... more   less 
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Also Known As:
Best Western Telford
Telford Best Western
Best Western Valley Hotel Ironbridge, Shropshire

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