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All reviews beef sausage reception staff outdoor pool kippers newly refurbished hotel continental breakfast through secret escapes lovely hotel course dinner poached eggs deluxe room restaurant staff high standard steak my partner lounge area bottle of prosecco
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Reviewed 15 October 2018 via mobile

The 3pm check in was very poor. Queues built up for check in. 3 staff on reception who didn't appear to know what they were doing. No system. Had to wait for room to be ready so we were directed to the bar. Once in the room we were very impressed. Large room with a sofa bed for our son. The room was very hot though. Great views of the main street and outdoor pool. Breakfast room was busy and food didn't seem to get restocked very quickly. It was a while before someone came to take our hot order. Food was nice though. Overall a lovely hotel close to the centre but reception staff let it down.

Date of stay: October 2018
Trip type: Travelled with family
Thank Rachael T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 15 October 2018 via mobile

I am disappointed with the lack of disabled facilities. We was told there would be a ground floor room but had to go up stairs which was difficult being disabled. The room was too warm and not private as people in the spa cpuld see us. Also for what my stepdaughter paid for her wedding to be held there the quality was poor. The dinner was overcooked and buffet was boring. The service was slow. I would not recommend this place.

Date of stay: September 2018
Trip type: Travelled with family
2  Thank splodged1980
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 15 October 2018

We stayed in this hotel as part of a Voyage Drive break and I would agree with the previous review which said we were made to feel like second-class citizens because we were on a "package". There were, however, many things wrong with this hotel. On arrival we discovered that there is no lift in the hotel (I have never heard of a hotel without a life!) and as my husband had recently had a knee replacements this was quite difficult. We were moved to a room on the first floor which was supposed to be a superior room but which was small and had had a partition wall put in at some stage. the people in the next room had their tv on and we could hear every word spoken on their tv! The bathroom looked very nice but the plug in the sink did not work so water just kept draining out making it difficult for my husband to get shaved. We asked the young man at reception for a suggestion of where to go before dinner (we arrived about 3.30 pm) and he sent us to a garden which he said was very nice. it actually took us 30 minutes in the car to get there only to discover that it was closed from 27 September to April 2019!!! At dinner we were presented with a menu with 2 choices of starter, main and desert which we thought a bit poor. However, we chose and our starter and main were very nice, the deserts not so and I left most of mine (a creme brûlée with ice-cream which was totally melted and liquid) and were horrified to discover that we had been charged £15 for 2 deserts - we were told that deserts were not included in the Voyage Prive package! We argued that we should have been told that before ordering and after about 15 minutes they were removed from our bill. We spent an uncomfortable night in a room which was very hot (although our radiator was not on) and with a very thick duvet on the bed. At breakfast there was no meat on the menu - just eggs and some fish - and the croissants were stale. Although we had booked for a 2-night stay we left after one night and no-one bothered to ask us why we were leaving early. This hotel really needs to get its act together and we certainly will never return.

Date of stay: October 2018
  • Trip type: Travelled as a couple
    • Value
    • Sleep Quality
    • Service
2  Thank juneandphil
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 14 October 2018

Stayed one night through secret escapes DB&B with 3 course evening meal. We were made to feel that as we had booked via secret escapes, we were not as important as other guests, paying less seem to mean you didn’t deserve to be treated the same. Small room with nice decor, bar and restaurant areas very nice. There are a few things that lets this recently refurbished hotel down, very poor choices on menu if you book secret escapes package, only 2 choices of starters, mains and puds, no option if you are vegetarian as one guest found out and promptly left. What food we had was excellent, bar menu limited on the beer side with no draught sold, general service bar/restaurant a bit slow and poor check out service lack of dialogue and any general conversation. Not interested if we enjoyed our stay and no comment in general either. Wrong person in the job for front of house.

Date of stay: October 2018
Thank davidwood19558
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 14 October 2018 via mobile

Pleasant setting, really good potential with reasonable room size with some nice touches such as chocolates in the room.
Unfortunately potential is not achieved. Fixtures and fittings within the rooms are dated, not even sockets by the bed for phone charging overnight.
We were in the quaintly named "garden wing" which we immediately christened the "Butlins wing" as it looks identical to the old Butlins buildings of the 80s, including fading paint on exterior woodwork and concrete balconies.
And then the check in experience: check in begins at 15:00 but our room was not available until 16:20. No offer of refreshments whilst we waited, just sent off to the bar where we had to buy drinks. Perhaps a clever ploy to boost bar profits?
On getting into the room we found the bathroom bin not even emptied. Assurance given that it would be resolved when we were out that evening.
Returned around 22:00 to be reassured, by young chap on reception, that he had spoken firmly to the housekeeping and ensured they had now emptied the bin. Obviously not firmly enough as it still had the make up wipes etc in place.
We decided to take advantage of the balcony in the tranquillity of this well publicised spa environment. Unfortunately those attending the in house function music event weren't aware so the peace and quiet was not forthcoming. And even when the music stopped, the guests carried on out in the "peaceful and tranquil " gardens.
And then to end the evening perfectly we recieved a phone call from reception at 23:30 (Yes, half past eleven at night) to say they had been asked by Expedia to contact me immediately.
Next morning at check in, plenty of platitudes but no actual apology. I pointed out that the room was definately not worth £150 a night with no breakfast included (same room £69 a night midweek) and the chap on reception (I believe management?) actually agreed but blamed Expedia for setting the price!
As the couple next in line were waiting to discuss how thier 10th Wedding Anniversary night had also been ruined by overpriced rooms etc. we left without even an apology.
A very short minded attitude from the hotel. We may have been tempted to return, as I said it has potential, however rather than look long term and look for returning bussiness and word of mouth recomendations which would easily multiply bussiness they have now switched off a customer.
I would not choose to return and would definitely not reccomend.

Date of stay: October 2018
Trip type: Travelled as a couple
Thank invisiblehelper
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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