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“disappointing”

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Norfolk Royale Hotel
Ranked #24 of 66 Hotels in Bournemouth
Certificate of Excellence
Southampton, United Kingdom
Level 6 Contributor
140 reviews
27 hotel reviews
common_n_hotel_reviews_1bd8 75 helpful votes
“disappointing”
Reviewed 29 July 2014

We are not really quite sure what has gone wrong here, after staying here for long weekends for countless years and enjoying our stay we noticed this visit a sharp dip in the quality of service received at this hotel. Firstly the room that we were allocated must have the lowest sleep quality in the whole hotel, located next to a fire door leading to a stairwell taking you up to the first floor. the fire door which we accept has to close tight in order to be effective, slammed shut noisily which sounded like a gun going off in the early hours of every morning. we spoke to the manager regarding this on the first morning and was told it would be looked into. the following two nights were just as bad. then we come to the restaurant, Fawlty Towers at its best. Shambolic order taking resulted in random dishes arriving at the table, the young lady taking the orders was not listening and it showed this resulted in some of us having food delivered to the table and others not, thus we sat patiently and politely waiting until all had their meals before starting. Lack of condiments on the table, wine glasses, butter etc etc etc, two people in that restaurant seemed to care and have a clue what customer service means and they are A waiter called Jose and a waitress called Irene, they were embarrassed by the holdups and mistakes and apologised for them, the ones responsible hid away and left them to it. they are not the ones in charge and so should not have been left to take the flack for the shoddy work of others. disappointing in what seems to be a massive slide in standards. There are other good Hotels in the area that will snatch the business away, but at the moment the Norfolk does not seem to appreciate this or care enough? As we were leaving after writing a checkout comments letter, a maintenance man was seen looking at the fire door. . . .72 hours too late.

  • Stayed July 2014, travelled with family
    • Value
    • Location
    • Service
Helpful?
Thank Rebecca T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Rating summary
  • Location
  • Sleep Quality
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  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (286)
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English first
Chester, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 28 July 2014 via mobile

We would like to record our sincere thanks to the friendly and courteous staff during our 8 day stay at this lovely hotel. Please pass on our thanks, especially to the restaurant and housekeeping staff. This was our 4th stay here and we would definitely like to come again.

  • Stayed July 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Dilwy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Norfolk_GM, General Manager at Norfolk Royale Hotel, responded to this review, 30 July 2014
Dear Dilwy

Thank you so much for your positive feedback on the staff and facilities here at the Norfolk Hotel. We're really pleased you enjoyed your 4th stay and your kind comments have been shared with the team. We look forward to welcoming you back very soon.

With kind regards
Rachel Painter-Scott
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Bournemouth, United Kingdom
1 review
Reviewed 24 July 2014

My auntie and her support worker have just stayed in the norfolk have been various times before. The room was very comfortable the food was fantastic well done the kitchen team nothing was to much trouble .!!.....we are planning our next trip back in December thank you to all the staff at the Norfolk especially jennifer the housekeeper a great ambassador for the hotel give it a go and John the duty manager....see you again spin

Room Tip: Room 9 great room
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  • Stayed July 2014, travelled with family
    • Value
    • Sleep Quality
    • Service
Helpful?
Thank Morag H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Norfolk_GM, General Manager at Norfolk Royale Hotel, responded to this review, 25 July 2014
Dear Morag H

Thank you for your very positive feedback. We're pleased your Auntie and her support worker had a great stay with us. We're delighted they found the food fantastic and that nothing was too much trouble.

Your kind comments have been passed onto the team, particularly Jennifer and John.

We look forward to welcoming you all back soon.

Kind regards
Rachel Painter-Scott
General Manager
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1 review
Reviewed 24 July 2014 via mobile

This is a great hotel, the location for the town centre and beach is fantastic both an quick easy walk, the staff were great all the time always helpful.
The restaurant for evening meals was splendid the food was always top draw my wife and I enjoyed every meal and after breakfast ( which was also great including the breakfast supervisor who was very attentive) we check out the menu for that evening.
Would highly recommend this hotel and will we be back next year.

Stayed June 2014, travelled as a couple
Helpful?
Thank stuart L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Norfolk_GM, General Manager at Norfolk Royale Hotel, responded to this review, 25 July 2014
Dear stuart L

Thank you so much for your review following your honeymoon with us.

We're delighted you found and the food and service "top draw" and your kind comments have been shared with the team here.

We look forward to welcoming you back soon.

Kind regards
Rachel Painter-Scott
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Clermont, Florida
Level 4 Contributor
40 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
Reviewed 23 July 2014

After an exhausting long haul trip from Florida, we were given a great welcome from John the manager and Charlie on reception true assets to this hotel !!
they did everything yo make a guest very welcome and enjoy experience "top notch style" in thus hotel, although an older style property, it is spotless with a great charm the staff work very hard to keep it pristine, we hope to return again with our family
Hotel is a ten minute walk to some of the finest beaches Uk has to offer

Room Tip: Ask for Deluxe room the best
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  • Stayed July 2014, travelled as a couple
    • Value
    • Rooms
    • Service
Helpful?
Thank demartino
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Norfolk_GM, General Manager at Norfolk Royale Hotel, responded to this review, 25 July 2014
Dear demartino

Many thanks for a great review!

We're delighted you enjoyed your stay with us and that you found our team, particularly John and Charlie, so welcoming. I've shared your comments with my team and we hope you return again with your family in the not too distant future.

Kind regards
Rachel Painter-Scott
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
1 review
Reviewed 19 July 2014

My Now wife and I got married in the hotel. The day was absolutely perfect. The room was incredible and the staff were amazing! !

Everything from the initial wedding planning to our stay afterwards was taken care of with ease by all the staff. The planning was made to feel so simple and Nikki made sure we had everything we wanted. The venue was even better than we could have ever hoped for. The garden where we had our meal was beautifully decorated for us and our guests.
The restaurant staff and bar staff were lovely, they feel more like friends now than just people who worked there. They couldn't do enough to make sure we had everything we needed. As im sure our guests would agree. We couldn't have asked for any more effort from any of the staff, they made sure that we felt that we were the only ones that mattered that day and that we were the only people at the entire of the hotel.

The room was gorgeous, really comfortable bed which could fit about 4 people in! An amazing bathroom with possibility the nicest bath we've ever seen.
The food was delicious, for the wedding and just our general stay.

We really couldn't recommend this place enough!

Thank you to you all for providing us with the perfect day and stay after.

  • Stayed July 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Gstar14
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Norfolk_GM, General Manager at Norfolk Royale Hotel, responded to this review, 25 July 2014
Dear Gstar14

Thank you so much for such a fantastic review.

We're so pleased you had the perfect wedding day with us. Your kind comments have been passed onto Nikki and all our team members here who were delighted to look after you on your special day. We're glad we made it so memorable for you, and the team forward to welcoming you back to the hotel in the not too distant future.

Kind regards
Rachel Painter-Scott
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level 2 Contributor
6 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed 12 July 2014 via mobile

Stayed for 3 nights for.a.conference 8-10 July '14. No hot water to guest bedrooms for 2 days following basement flooding (bad storm) had knocked gas supply off. Only informed of problems via letter on final night. We were advised to use a kettle or get a taxi to their sister hotel 5 mins away- at their cost of course.
This didn't bother me the most. No wifi, tatty and dirty rooms, flaking paint on bath, trouser press not working, frayed wiring on iron flex.
Then we have the common areas. Never a time when tables were not clear of dirty cups, plates, glasses and screwed up napkins. Barstaff seemed more preoccupied cutting lemons and fruit for Pimms than getting the place shipshape for their guests.
On departure, I paid my barbill and wasn't asked if I had enjoyed my visit. I didn't pay the outragous £39 for car parking in their underground prison, though other guests were charged full whack for the privilege.
A 4 star Victorian hotel? Awful.

Stayed July 2014, travelled on business
Helpful?
1 Thank David B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Norfolk_GM, General Manager at Norfolk Royale Hotel, responded to this review, 14 July 2014
Dear Mr Briscoe

Due to a sudden downpour in Bournemouth on the 8th July which flooded many areas in the town and the basement area of the hotel, which in turn cut off our gas supply affecting our hot water supply, this was not an issue until the tanks emptied on the 9th July, all guests were informed by letter explaining the situation and that it was beyond our control, we would as stated in the letter booked people out to other hotels should they not wish to stay with us but unfortunately as Bournemouth was full this option was not available, we arranged with Meyrick park that all our guests could use their facilities at no charge with transport supplied by ourselves but kettles were available in all rooms should guests be happy to fill the basin for hands and face washing. We were hoping that this would all be fixed and back in full working order as soon as possible, we updated guests further by letter that due to circumstances beyond our control the water would be off for a further day, the situation was rectified over night on the 9th July providing all guests with hot water by the morning of the 10th July. We have had numerous of comments from guests complimenting us on how well it was handled in such difficult circumstances they were out of our control.

The majority of rooms here have wi fi although there's still a few with cable connection. We're working on this with our IT department. I am sorry that your room was not up to the standard you would expect and will be looking into this with the maintenance team.

I'm particularly concerned that you experienced inattentive bar staff. The majority of reviewers compliment the staff on their professionalism and friendliness and their willingness to go that extra mile. Please do accept my apologies for the shortfalls you experienced.

The car park is not owned by the hotel therefore there is a charge of £13.00 per 24hours. I am very sorry that you feel this is outrageous, but can assure you that this is no more expensive than the local NCP car parks.


Rachel Painter-Scott
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Norfolk Royale Hotel

Property: Norfolk Royale Hotel
Address: Richmond Hill, Bournemouth BH2 6EN, England
Region: United Kingdom > England > Dorset > Bournemouth
Amenities:
Bar / Lounge Business Centre with Internet Access Free Breakfast Free High Speed Internet ( WiFi ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#5 Spa Hotel in Bournemouth
#10 Luxury Hotel in Bournemouth
#20 Romantic Hotel in Bournemouth
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Norfolk Royale Hotel 4*
Number of rooms: 95
Official Description (provided by the hotel):
Bournemouth's premier AA four-star hotel, The Norfolk is Ideally positioned within a short stroll of the resort's major attractions - including its award winning gardens and golden sand Blue Flag beaches.Originally converted from two imposing Edwardian villas, The Norfolk Hotel today boasts 95 spacious and thoughtfully-equipped en suite guestrooms. The Norfolk Hotel's lounge and bar provide the ideal setting to relax and enjoy morning coffee, a new and innovative range of afternoon teas, or evening cocktails.Recently-introduced Friday Fizz events invite guests and non-residents alike to celebrate the start of the weekend with sparkling wines and Champagnes at half price between 4pm and 8pm.The lounge opens on to The Norfolk Hotel's impressive Art Deco verandah which, along with the hotel's secluded gardens alow visitors to eat, drink and be merry al fresco The gardens are also the Venue for The Norfolk Hotel's summer barbecue season which runs from May through September. From noon to 9pm, guests can lunch or dine in the summer sun or when the weather refuses to co-operate move into Echoes, the hotel's fine-sining restaurant. Guest facilites also include a glass-roofed heated indoor pool, whirlpool, steam room and sauna, while the Orchid Rooms Beauty Salon offers a wide range of beauty, holistic and clinical therapy treatments in a quiet and relaxed environment. ... more   less 
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Also Known As:
Norfolk Hotel Bournemouth
Hotel Norfolk Royale

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