Best Western Glasgow Hotel

Both windows in our room were broken, and the staff left them stuck open for two nights despite the wind and rain. They wouldn't move us, and the only help was an extra blanket, which my fiancée had to carry up to the third floor herself. No one even apologised. My partner and I both need to stay warm because of our disabilities, and the cold caused us physical pain. When staff came in, they knocked over my walking stick and left it on the floor, walking over it on their way out. My fiancée picked it up, but if I'd been alone I would have been left without a mobility aid. We were also unsettled when we went out for a few hours and came back to find the heating turned off. Reception said staff had entered because nobody was in the room, even though we'd left the do not disturb sign on the door. That felt like a serious privacy and security concern. The whole weekend was stressful and cold, and the lack of empathy when we raised these problems was out of order. If you get room 320 and its windows are broken, ask to move. They also charge £100 to your card before giving you the key as a “pre-authorisation”.

The staff made sure we felt settled after a really stressful start to the trip. We landed here after a nightmare with our original accommodation, and the room and location were both fantastic. It felt like fate. You could pay twice as much at a higher-star hotel and still not get that level of service. The team saved our holiday, and we can't thank them enough.

I've stayed at Best Westerns before and know you get what you pay for, but the early check-in charge still caught me off guard. The hotel was apparently empty because it was close to Christmas, and reception offered a choice of rooms that were ready, then asked for £10 to let me in an hour early. I'd just flown in from Germany, so I paid. They also put a £100 hold on my card, supposedly returned at checkout. I only thought afterwards to ask what it was for. There was no minibar and I'd booked room only, so I'm not sure why it was needed. Those £100 holds add up and aren't in your interest. The room was okay, nothing special. I could hear exactly where the person above me was walking because of the creaky floorboards. The cleaning staff in the corridor were shouting too. It wasn't a bad hotel, but getting the basics wrong is enough to put me off staying again.

The radiator started thumping loudly around 8am on our first morning, but the team sorted it straight away and we had no more trouble with it. The staff were friendly and accommodating throughout. It's a handy spot for getting around, with Finnieston and Sauchiehall Street's bars and restaurants an easy walk away. A bus stops right outside and goes to both the airport and city centre. Apart from the radiator noise, we had a good stay and I'd come back or recommend it to family and friends visiting Glasgow.