On the beach
Check availability

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 770 reviews" "
Rating 8 - Good. 304 out of 770 reviews" "
Rating 6 - Okay. 209 out of 770 reviews" "
Rating 4 - Poor. 72 out of 770 reviews" "
Rating 2 - Terrible. 26 out of 770 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

4/10 Poor

Sonya

Travelled with partner, Travelled with group
Liked: Cleanliness, staff & service, amenities
Disliked: Property conditions & facilities
The hotel is quite clean and the staff are lovely, however, it was very dated and could do with a facelift desperately. I stayed here for work and leisure over the course of 1 week. On the leisure side, i stayed on the 2nd floor which was soooooo noisy and seemed to have a range or range teenagers and music events going on till 3am. And the doors closing on each room was immense. Terrible nights sleep. But the large windows were lovely and the rooms had a lot of well thought out parts to it. The heat was an issue despite it being cold in April. And the WiFi was non existent at times. The receptionist advised "its just the way it is"! The second half of my visit I was on the 4th floor and the room was fractionally nicer / more spacious and quiet. Overall, it could be a lovely hotel, but it just very tired!
Stayed 4 nights in Apr 2024

6/10 Okay

Sean

Business traveller
Liked: Staff & service
Disliked: Property conditions & facilities
The bedroom was ok and relatively clean, but bathroom was tiny ad shower pressure was really low The Patio doors on to large flat roof didn't lock and therefore let a lot of the external sea and traffic noise in to the room. Wasn't reported as wasn't there long. Not somewhere i would choose to stay again.
Stayed 3 nights in Apr 2024
Response from DAVID HILL on 10 May 2024
Many thanks for taking the time to complete this review and I will look into the issues experienced on this occasion. We hope to see you again soon. David Hill - General Manager, Best Western Palace Hotel & Casino

6/10 Okay

Christine

Stayed 9 nights in Apr 2024
Response from DAVID HILL on 2 May 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

6/10 Okay

Ricky

Travelled with group
Liked: Amenities, property conditions & facilities
Disliked: Cleanliness
Good casino
Stayed 2 nights in Apr 2024
Response from DAVID HILL on 29 Apr 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

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 23 Apr 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 11 Apr 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

Travelled 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 9 Apr 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 9 Apr 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

Travelled with partner
Grubby car park outside reception area.
Stayed 4 nights in Feb 2024
Response from DAVID HILL on 1 Mar 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 26 Feb 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

Travelled 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 19 Feb 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

Travelled 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 19 Feb 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

8/10 Good

Niamh

Stayed 2 nights in Feb 2024
Response from DAVID HILL on 19 Feb 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

10/10 Excellent

Carol

Travelled with family
Liked: Staff & service
Near to venue I was attending
Stayed 1 night in Feb 2024
Response from DAVID HILL on 14 Feb 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

6/10 Okay

Jon

Business traveller
Fairly cheap rates so didn’t expect too much beyond an average stay but well located and not too far from town centre and facilities. Room basic but fairly comfortable but a shame about constant noise from guests returning from the casino in the early hours so not very restful, but again should have expected that being a risk with the casino being part of the hotel complex.
Stayed 2 nights in Feb 2024
Response from DAVID HILL on 14 Feb 2024
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 Sincerely

8/10 Good

Gareth Kevin Samuel

Travelled 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 14 Feb 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

Travelled 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 26 Feb 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

Travelled with family
Liked: Staff & service
Disliked: Property conditions & facilities, room comfort
Stayed 2 nights in Jan 2024
Response from DAVID HILL on 14 Feb 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 14 Feb 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 27 Dec 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 11 Dec 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

Travelled 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 6 Dec 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

Travelled with partner
Disliked: Cleanliness, property conditions & facilities
Found it untidy
Stayed 4 nights in Nov 2023
Response from ZOWIE HANKINSON on 3 Jan 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 3 Jan 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 11 Dec 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

Travelled 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 traveller
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 traveller
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

Travelled 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 2 Oct 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

Travelled 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

Travelled 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 traveller
Liked: Staff & service, room comfort
Stayed 1 night in Sep 2023

10/10 Excellent

Mike

Travelled 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 traveller
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

Travelled 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

Travelled 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

Travelled 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 traveller
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

Travelled 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

Travelled 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

Travelled 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