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“Well trained staff make a big difference” 4 of 5 bubbles
Review of The Cumberland Hotel

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The Cumberland Hotel
Ranked #15 of 68 Hotels in Bournemouth
Certificate of Excellence
Cheshire
Level Contributor
14 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
“Well trained staff make a big difference”
4 of 5 bubbles Reviewed 1 February 2012

Have just spent 4 nights at this Hotel with a group of 53 others on a Bargain Break . Food was excellent but,more importantly ,the service from everyone concerned was great . ( No English staff , all were well trained and spoke excellent English ) . Beds were clean and comfy .
Most hotels have weddings at weekends but it's the first time ever that we had a letter of apology prior to the event ,an assurance as to when the Disco would finish and the offer of ear plugs ! In the event ,despite being on the 1st floor and quite near to the venue , the noise wasn't that bad . The only comment I'd make is that ,being an older hotel ,it isn't too well sound proofed and the water took forever to run hot .

  • Stayed January 2012, travelled with friends
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank TripperCheshire
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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3,266 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (1,088)
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Cardiff
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
1 of 5 bubbles Reviewed 29 January 2012

We arrived Saturday night for my Company work's party and as a perk were able to stay at the hotel that night. On arrival, we could not find a car park space, even in the 2 sister hotels next door. We checked into the hotel absolutely fine, no problems at all. But when unpacking our belongings, we opened the wardrobe to hang our clothes up & found 2 suitcases in there opened. Obviously shocked someone else was clearly staying in this room, we phoned reception to explain & were told to go back down. I was so worried another guest would do this to us & walk into our room which the receptionist did not really grasp - she just kept saying she was sorry and then rushed us off. She assured us that was the only card for the room. Still not very happy or confident in the hotel, we went to the next room they gave us joking the same thing couldn't happen again - little did we know it would!! As soon as we opened the door, we found make up & jewellery on the desk table, clothes on the chair & other belongings scattered across the room. This made us fuming!! We have both worked in hotels before & have never received service like this or had it happen where we work. We asked immediately for the General Manager who apologised a lot, saying it has never happened before & the people responsible would be dealt with (basically the girls who gave us the wrong cards). He kept talking over us and did not understand the severity of what had happened & i certainly was not confident at all about staying there!! For all he knew we could have taken their belongings! Our choice was to either cancel the room (having to travel home, get ready & then catch taxi's to the party) or to have a complimentary drink. We had reasons for staying there to make our night easier & more enjoyable but it started off horribly. We ended up getting upgraded to a larger room and having 2 complimentary drinks but this still did not make up for it. My partner then bought a drink from the bar when at the party & was short-changed & we found wire in our food what looked like from a scour. We told the restaurant manager Romeo who went straight to the kitchen but we never heard an outcome or apology. The room we finally stayed in was spacious and clean, a little out of date (eventhough refurbed) but for one night was fine. Really enjoyed the party with our friends & colleagues but the hotel seriously let us down, ruining our evening & we definitely will not be returning or recommending to anyone!!

  • Stayed January 2012, travelled with friends
    • 2 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
3 Thank ljwitt
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KevinWood, Owner at The Cumberland Hotel, responded to this review, 30 January 2012
Dear LJWitt, I can only re-iterate the apologies you have already received regarding the allocation of your room keys. I know you have already spent much time having the situation explained. For the benefit of the travelling community, I will once again explain. Your first allocated room had a genuine mistake in transfering the previous guests luggage which had already been packed and left out of site in the wardrobe.
Due to this incident and your obvious distress, the reception agent issuing your second programmed key was nervous and programmed the wrong room by one digit.
I will speak with Romeo reagrding the incident at dinner, the bar change my management were not aware of, apologies for this.
You did receive many apologies, and free drinks in the bar , and also with your dinner.
I must say I think your rating is unfair, although I understand your upset, the hotel and its staff in my opinion should not be rated 1 out of 5 for what was a human error and pure accident.
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Poole, United Kingdom
Level Contributor
197 reviews
96 hotel reviews
common_n_hotel_reviews_1bd8 83 helpful votes
3 of 5 bubbles Reviewed 29 January 2012

Stayed for one night as we were attending a function there. We did get the room at a reduced rate as we were attending the function. Had we paid full price would have been very dissapointed with the room. You could hear the people in the room above every time they walked across the floor. The bathroom had an awfull shower curtain that clung to you when you showered. There were no toiletries apart from a dispensor with shower gel in it, The carpet was very grubby and the ceiling all stained. Breakfast was great apart from the over efficent service when as soon as you put a knife down they tried to whisk your plate away got very annoying. The bar is very small for the amount of people they cater for. Also car parking is very difficult get there late and you may have to park on the road.
Hotel itself is really lovely but rooms let it down. Have had better facilites in a Premier Inn.

  • Stayed January 2012, travelled as a couple
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
2 Thank chrisb1233
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KevinWood, Owner at The Cumberland Hotel, responded to this review, 30 January 2012
Dear Flas082, thank you for your feedback regarding your stay at Cumberland. I am grateful for the compliments, and the issues with your accomodation will be investiagted when we can locate the allocated room.
All customer feedback is taken very seriously at Cumberland, without bringing up this issue at the time, it is very difficult to investigate the remarks on the carpet and bathroom ceiling. I have asked my Houskeeper to check all rooms.
For future information, The Cumberland rooms are good quality modern 3 star hotel rooms. We have an ongoing upgrade and improvement policy, where all carpets are cleaned or indeed replaced should they not be suitable for arriving guests. We also have a customer focus policy for guests to request a room change should they not be satidfied with allocation, this of course subject toavailibilty.
All rooms have high quality dispensers of both hand wash, and Shower Gel and Shampoo.
The Bar is three sided, and as such is able to serve the Mirabelle Restaurant and function suite, The Del mar Lounge, and Bar Ventana.
We did have 15 bar servers on shift on the night in question, and being on the premises, there were no issues with speed or quality of service.
Hotel parking is free of charge for the 55 spaces on site. There is seafront parking directly infront of the hotel, which is free overnight, and £3 for 24 hours, this is often we myself and the staff park.
Finally, I can agree that Premier inn rooms are on accassion nice, however a room at such a lodge does not provide facilties such as the Cumberland, including the high staff to customer ratio for service, Rosette awarded food and Leisure facilties. Rooms at Cumberland are priced with a full service establishment in mind and the high copst of running one.
I thank you for your constructive feedback ans as you are local, i hope you return again soon.
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Bournemouth, United Kingdom
Level Contributor
5 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
5 of 5 bubbles Reviewed 28 January 2012

What amazing day, well actually weekend, we had our ceremony, reception and evening party all at this wonderful hotel last weekend Saturday 21st January 2012.. We cannot praise the staff enough, especially Brian our wedding organiser, his attention to detail was just outstanding. As were all the staff, nothing was too much trouble.

The majority of our guests stayed in the hotel for 2 nights and everyone of them gave fantastic feedback.

We met some amazing people staying at the hotel, so much so we invited them to join our evening reception!!

We would highly recommend this hotel to anyone for a break or if you're planning a special occasion. The room we had was just fantastic with beautiful views..

Thank you The Cumberland, to Brian and all the staff, you made it a truly memorable day for us all...............

Room Tip: If you can afford it, go for a top floor room....
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  • Stayed January 2012, travelled with family
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Shellbell40
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KevinWood, Owner at The Cumberland Hotel, responded to this review, 29 January 2012
Congratulations on your wedding, I am so pleased you all your guests enjoyed the Hotel and the banquet. The views are really stunning arn't they.
I will also pass you thanks on to Brian and the team and hope to see you back for your anniversary.
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Portsmouth, England, United Kingdom
1 review
5 of 5 bubbles Reviewed 28 January 2012

We went for sunday roast with family and friends about eighteen of us.The hotel had about two hundred guests . not that you would know,the staff handled this with ease .The service was excellent and as for the food , i looked down are table all the plates were empty. Thanks
to all the Cumberland staff for a excellent day.Chris & Tania

  • Stayed January 2012, travelled with family
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Service
Helpful?
Thank Chris L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KevinWood, Owner at The Cumberland Hotel, responded to this review, 29 January 2012
Thank you for a super review, we did serve over 220 Sunday Lunches last week, all to local people, I am so pleased you enjoyed our popular roast lunch, and hope you will celebrate again with us in the future.
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Bournemouth
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed 26 January 2012

My husband and I had our Wedding reception here on 25/11/2011. I know it sounds like a cliche to say it was the best day of our lives but in this case it really is true. The hotel looked absolutely beautiful with a mix of our table decorations and the Christmas decorations the hotel had up at the time. It really gave us the 'Winter Wonderland' look we were going for. The customer service was excellent from the start with staff being very attentive and on top of everything without getting in the way of guests. The food was delicious and there was plenty of it! We had chosen to have a traditional Christmas dinner and despite our initial concerns that the quality may suffer due to our large party (96 day guests), as it so often does in hotels, we were clearly worrying unnecessarily. Infact the food was the best I had every tasted at the hotel.

The change over of the room went smoothly despite the Wedding breakfast running over due to lengthy speeches! We were very demanding to the hotel as we had two bands and a DJ in the evening but the staff fitted them in well and the entertainment ran like clockwork. An amazing time was had by all and I have lost count of the amount of people who have told us it was the best wedding they have ever been to. I even have a couple of friends now considering the hotel for their upcoming nuptials!

The honeymoon suite was beautiful with a sea view and balcony (though we didn't get much use of this with it being November!). The only very slight criticism I have is that the bathroom is in need of an update though it was spotlessly clean and did not impede on our overall experience whatsoever. Breakfast the following morning was delicious and just what we needed to cure our 'fuzzy heads'. Checkout was very quick and easy as the staff had already gathered all our belongings ready for us to take home (cake, cards, guest book etc).

All in all the Hotel and staff completely surpassed our expectations. Our booking was made based purely on the decor of the hotel as we find it stunning and knew it would suit our theme and guests tastes perfectly. On the day the warmth, professionalism and 'can't do enough' attitude of the staff made the day 100% perfect. Thank you to Lisa Dowdall and her team for providing us with the most amazing day possible and one we will definitely never forget.

We are now firm fans of the hotel and I'm sure will go on to celebrate many special occasions there in the future. Infact we are already booked in for DBB on 21st Feb for my husbands Birthday and we only live down the road!

Thanks again to the Cumberland and its staff,

Jenny & Joe Hallifax

  • Stayed November 2011, travelled with family
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank Jenny H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KevinWood, Owner at The Cumberland Hotel, responded to this review, 28 January 2012
Congratulations and thank you so much for recognising the dedication of Lisa and her sales team, and also the cannot do enough culture of all the hotel staff. Look foward to welcoming you again for your Birthday celebrations and once again thank you.
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Bournemouth, United Kingdom
Level Contributor
24 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
4 of 5 bubbles Reviewed 25 January 2012

We went with friends the previous year for the first time and it was brilliant so we thought we'd go again this year.

Hmmm, maybe things are never quite as good the second time around. The hotel was beautifully decorated for New Years Eve and the staff were welcoming. The food was very good indeed but ... just as we were enjoying the conversation, wine and food of the main course, the disco started up. The volume of noise killed the conversation stone dead and we were more or less reduced to smiling at each other. Most of the other diners in our age group (50+), which comprised the majority in the dining room, also seemed to give up speaking or were reduced to shouting at each other.

Shame really and my wife said that we should have booked the early evening session as we would have avoided the disco situation.

I think we'll try some where else next New Years Eve.

  • Stayed January 2012, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
2 Thank JohnConstable
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KevinWood, Owner at The Cumberland Hotel, responded to this review, 28 January 2012
Thank for for such super comments regarding the New Years Eve gala dinner and party. I really appreciate your feedback. I do hope you return and we do listen to our guests. We are already planning next New Year to have Two live bands and one disco, and all will start after the last desserts are served. Hope to see you back again to our extremely popular NYE Party.
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Additional Information about The Cumberland Hotel

Property: The Cumberland Hotel
Address: 27 East Overcliff Drive, Bournemouth BH1 3AF, England
Region: United Kingdom > England > Dorset > Bournemouth
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool
Hotel Style:
#3 Spa Hotel in Bournemouth
#3 Business Hotel in Bournemouth
#6 On the Beach Hotel in Bournemouth
#8 Romantic Hotel in Bournemouth
#8 Family Hotel in Bournemouth
Price Range (Based on Average Rates): £
Hotel Class:3 star — The Cumberland Hotel 3*
Number of rooms: 107
Official Description (provided by the hotel):
Large Modern Resort style seafront 3 star hotel with 0ver 100 rooms, many rooms with ocean view and balcony or terrace. Two restaurants including Two AA Red rosette award winning Ventana Brasserie, Stylish and trendy Bar and Miami style lido deck with heated outdoor pool( May-Sept), summer BB!Q's and Chill Beds. The Art Deco style resort was Awarded Best large hotel 2009 in the Bournemouth Tourism Awards, is Bournemouth and Dorset's highest AA rated 3 star hotel at 88% in 2013 and also won several national excellence awards in 2011. Rooms are good quality 3 star rooms whilst service is exceptional with stunning public facilties. The Cumberland also has the facilty of an indoor leisure Sauna/Pool complex with squash courts and small gym ( bookable) at Suncliff right next door. Parking is 55 spaces free on a first come first served basis with on street parking in front. ... more   less 
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Also Known As:
Cumberland Bournemouth
Cumberland Hotel Bournemouth

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