This hotel just made mistake after mistake the whole weekend we were there. Five of us came for a Hen weekend, we picked a spa hotel hoping for a nice and relaxing weekend but unfortunately the hotel experience was far from it.
As mentioned above there were several mistakes but i will be here all day if i listed everything so i will just point out some of the worst cases.
1 - As soon as we arrived we encountered our first problem. The receptionist seemed to have trouble finding our booking. Over 20 minutes later we finally manged to book in. We went off to find our rooms, when we entered we found they had given us 2 double rooms despite our booking being for 2 twin rooms. The only thing they could offer us was an extra blanket. Which really is no help! Luckily we've all know each other for a long time and don't mind sharing a bed if there is no other option. But i can imagine it would be very awkward in other situations. Not only did they mess up with this, they also put the extra put up bed (because we asked to have one room for 3 people) in the smallest of rooms! common sense failed here clearly. Also they put us on complete opposite sides of the hotel, when booked we had asked for them to be near each other, and not only that when you book them together you assume they will be on the same floor at least.
Other problems with the rooms were, lack of cleaning, cold water, no robes or slippers supplied, and very tired decor with fixtures and fittings coming off the walls.
2 - Knowing that we wanted to treat our Bride-to-be we booked her a spa treatment. When we queried it with the hotel they said they had no record of it and it hadn't been booked, and now unfortunately the spa was fully booked. We understand completely that the remaining 4 of us couldn't get a spa treatment. We know that you can't expect to just walk into a spa and get treatments. Booking in advance is the way to go, usually, but clearly not here as we booked the bride's treatment 4 MONTHS in advance and she was still unable to get it. That is shocking. I know the friend who booked the hotel had been ringing for the last month to get confirmation but not surprisingly she never got to talk to anyone to check. They never offered any kind of compensation either. The staff just didn't seem bothered.
3 - When we came to check out we were told that we still owed money for one night. We'd apparently been charged 2 night for 1 room and 1 night for the other. Why did it not cross the receptionists mind to check this when we checked in? Why would you only pay for 1 night? especially the room with 3 of the group in. Nothing was mentioned or even hinted that we'd only part paid. Obviously we refused to pay, and the lady behind the counter keep insisting that we HAD to pay. Finally, and in front of several other customers, we had to explain what an awful experience we'd had and that this was just the icing on the cake. The lady then started saying how sorry she was, she 'had no words' to express her disappointment etc. She made a note on the invoice to pass onto her manager. Then she let us leave. We thought, finally, that the hotel had done something right. Until my friend checked her bank account a couple of days later and found that they had taken the money AFTER we left! Without her consent. The worst thing about all of this is how the woman behind the counter just let us leave under the impression they had wavered the payment. There was NO mention whatsoever that we would still need to make a payment. And that's shameful. There were 5 of us, it's not like we could have just disappeared before she had a chance to call us back. I think the hotel should be very ashamed of this, it's sneaky and morally wrong.
This hotel seriously needs to re-consider how it is run. The staff seem disinterested in everything and all our complaints were left unresolved.
It been over two weeks and we've still had no reply from an email sent by one of the group to the manager.
I'm not sure if they were having a bad weekend or what but it was an utter shambles throughout the hotel. We constantly heard other guests mentioning how their rooms had been messed up, that something hadn't been booked etc. it was just non-stop.
Definitely visit Bournemouth but choose a different hotel.
- Official Description (provided by the hotel):
- The Hallmark Hotel West Cliff, Bournemouth is centrally located to the town being only ten minutes walk away, and only ten minutes walk to Durley chine which leads to seven miles of beautiful beaches. The hotel offers 83 rooms with comprehensive meeting and event space for up to 300 people. Leisure facilities include two pools, jacuzzi,steam room, sauna, gym and five beauty treatment rooms. We also offer very good WIFI, and free car parking. ... more less
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- Also Known As:
- Bournemouth Hallmark Hotel