BEST WESTERN Palace Hotel & Casino

Address: Central Promenade, Douglas, Isle of Man, IM2 4NA, United Kingdom | 4 star hotel
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This 4 star hotel, located on Central Promenade, Douglas, is near Manx Museum, Snaefell, Gaiety Theatre, and The Fairy Shop.
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    Historical Traveler Reviews BEST WESTERN Palace Hotel & Casino Douglas

    What is all the fuss about!


    I recently stayed at this hotel as it is the prefered brand of the company that I work for. I have to admit that I was a bit concerned about the choice after I read the recent reviews on trip advisor but now that I have seen it for myself I have to ask 'what is all the fuss about'!

    I found that whilst the hotel looks rather desheveled from the outside the interiors are plesent and modern. The hotel rooms are a little on the small side however my bed was comfy, decor fresh and the view stunning.

    I ate in the hotel and casino restuarant and enjoyed both... try the lobster in the casino, it was amazing.

    The service by staff was attentive and I especially liked the fact that they provided me with a free mini bus transfer to the office.

    I have to go back to the Isle of Man on business next month and I will return to this hotel.

    Nothing special - needs some improvement


    It was a fairly indifferent hotel, I stayed there on a business trip. My room was too cold whilst colleagues complained of rooms that were too warm, hot water was also a problem - it wasn't hot. Staff OK but I felt as if the place needed some attention and a bit of effort put into the running of it. I have stayed in the Isle of Man before and will go back again as it is a lovely place but I would not stay at the Hilton and I would not reccommend it.

    An absolute disgrace


    This hotel is NOT a Hilton. It is disgusting. The walls are like paper + this is not good when the cleaners play their music full blast. The staff obviously do not want to be there + make it known. The food is inedible - you would be better off going down to the beach to eat sand. I warn everybody going to the Isle of Man - do not stay there. It is nowhere near Hilton style standards that you would expect. The whole establishment should be shut down.

    New Years in the Isle of Man


    We stayed in the Hilton for 2 nights over the New Year (30 Dec-1st Jan) on one of their DBB packages. Having stayed in other Hiltons prior to this we were disappointed with this one. The room was fine if a little on the small side (as mentioned by other reviewers). Prior to dinner on the 1st night we went to the bar and were disgusted by the dirt/stains on the chairs (the majority of these require cleaning if not replacement!). The bar service was awful, apparently there was some problem with the cash register which required the attention of all the bar staff, 24 h later there was twice the amount of staff gathered around and it still wasn't working. The one staff member who did finally serve us could not have looked more disinterested if he tried! Dinner in the restaurant was a set menu and I can honestly say that the vegetarian 'spaghetti with spinach' was the blandest uninspired meal I have ever been served, I told the waitress to inform the chef but obtained no feedback from the kitchen!

    On the positive side we found the breakfasts and the casino great(the hotel bar staff could learn a thing or two about customer service from the casino's bar and floor staff). Would definitely return to the IOM but would stay in another hotel and visit the casino at the Hilton!

    Tried the local branch!


    Having stayed at many Hiltons around the world, we decided to try the local one!

    We got a great 'casino' rate of £50 per room for bed and breakfast for 2 people.

    Whilst the rooms are clean and comfortable they are very small! Cat and swing are 2 words that immediately spring to mind. The shower water pressure was very poor and the taps were not marked hot or cold-it took 5 minutes of trial and error to get the shower working! Then,having to mind the toilet, which is located 2 inches from the shower/bath when stepping out!

    This is even more worrying as this room was an 'upgraded' seaview one on the fourth floor! I was going to enquire about a club lounge, but thought better of it!!

    Having not booked anything, the Atlantis restaurant was fully booked, this was no major problem as we ate at the local curry house.

    The entertainment areas are great - having been a lifelong customer of the various late bars and casino - they still surpass most areas of the UK in terms of pricing and opening hours!

    Also the health club and breakfast were fantastic.

    Did not smell much of the cigarrette smoke mentioned in other reviews, maybe this has been cleaned up now.

    Overall pretty good, but the room size is worrying.

    Great welcome to the isle of man


    Hotel is greatr,food is excellent and staf very welcoming and friendly,the only minor downside is that the rooms are a touch on the small side but very confortable.

    would recommend this hotel

    Refurbished Rooms are top notch.


    I have just seen the refurbished rooms at the IOM Hilton and am happy to say that they have improved the décor tremendously. However, the high degree of permitted smoking in the public areas does still seem to be more prevalent than other hotels, but the Hotel management said that this was all under review.....keep your fingers crossed.

    Terrible Staff Attitude


    Whilst the hotel itself is perfectly acceptable the attitude of the staff is awful. I have never had a more unwelcoming response from everyone from reception to the restaurant.

    Simple requests such as a jug of water at dinner were ignored, and queries and complaints were met with grunts and shrugs.

    We tried to book into the restaurant on Saturday night and it was fully booked all evening, despite the fact they we were staying on a dinner, bed and breakfast package. We had to eat in a smoky bar downstairs called Colours where the main ingredient in the food we had was salt!

    We ordered a room service breakfast on the Sunday. This arrived on time but bore no resemblance to the order. Our choice of cereal was replaced by two bowls of cornflakes, and our choice of cooked breakfast was ignored and a generic offering was provided. They failed to deliver any spoons for the cereal, and forget the tea and coffee we asked for. Calling down to complain, the phone was answered by some comical guests who just sent back abuse! Eventually we got our spoons, but they decided to substitute coffee for the tea!

    Trying to check out was also a poor experience. The first bill included charges for food despite being on a DBB rate. This failed to show a charge for room service breakfast or our Saturday evening meal. Upon saying we were DBB the second bill arrived with even more additional charges and mistakes.

    Hotels can fall down on so many things, but when it is the attitude of staff it can make for a thoroughly awful stay. If going to the Isle of Man, find a nice guest house were they actually want guests.

    Beware of Room 232


    We stayed at the Hotel on 19th November 2004 for the weekend. We checked into a so called "twin" room 232 which I can only describe as a converted cupboard. Two people would not be able to stand up at the same time there was nowhere to unpack your clothes - you could not hang your clothes in the single wardrobe as there was no room because it had an ironing board inside. I phoned down to reception to ask to be moved to a standard twin room as I thought this room was a single room with two beds in! The receptionist had a manager call me back who advised that it was a twin room if I wanted to move I would have to pay an extra £12.00 a night she sent a member of staff up to show me a room who advised me that she totally agreed with me about the size of room 232. After some time I eventually moved without having to pay anything but, I did have to ring the travel agents who I booked through to get it sorted because the manager would not help! I was quite appalled by her attitude.

    Nice hotel - shame about the cigarette smell!


    We stayed in one of the recently refurbished sea facing rooms on the no smoking (third) floor of the hotel. The room was very clean and the furniture was very modern. The only downside to the room was that the bathroom was very small. The location of the hotel is on the promenade, and slightly away from most of the pubs and bars. The hotel has its own late bar/nightclub and we were a little worried that we would get some noise from that but we didn't hear a thing. The hotel houses the only casino on the island which was pretty small, but great fun. and the staff/croupiers were very friendly and helpful to us novice gamblers. A couple of downsides - the hotel lobby, restaurants, bars and first floor absolutely reeked of cigarette smoke which was very unpleasant. If you are a non-smoker, make sure you request a no smoking room otherwise you will not be able to escape the overwhelming smell. The other downside is that the changing rooms in the leisure club are pretty grotty - showers were covered in black gunk! (However the pool and jacuzzi were absolutely fine) and the pool has a fantastic view of the sea). Having seen some of the other hotels on the island, I'm sure that this is amongst the best and overall would recommend it i(f you can stomach the smell of cigarette smoke when you are in the hotel's public areas.)

    TripAdvisor Reviews BEST WESTERN Palace Hotel & Casino Douglas

    3.50 of 5 stars Very Good

    Travel Blogs from Douglas

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    Dan's perspective

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