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syedave
Barnsley, United Kingdom

Not as advertised

2.0 of 5 bubblesReviewed 10 Jun 2023
Pleasant but not as advertised! We booked an executive room for 6 nights. The bathroom was diabolical the toilet inches from the wall making it impossible to use comfortably. We politely asked for another room but was told it would cost a further £100 to move .The staff seemed dismissive, so we had to take the option but not happily .The photographs on the hotel site show a large bathroom exactly as you would expect from the term executive . To me executive indicates plush and spacious. Breakfast was ample but for six days they couldn’t get the order right and on the last day it seems we were forgotten and had to alert them we were there , Breakfast took 1 hour . We paid extra for parking yet on two occasions we couldn’t park in the spot allocated, once they moved the culprit the second time we had to park in another bay ( not a big issue ) but again spoilt the overall experience. We love the area and plan to return but won’t book here again . Seems they lack in customer service and should advertise the rooms accordingly .
Date of stay: June 2023
Trip type: Travelled as a couple
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Reception H, Owner at Florence House Boutique Hotel, responded to this review
Responded 3 Oct 2023
Thank you for your review, we were most sorry to read of your disappointment online after staying with us for almost a week.

I'm sorry you didn't like your original room - booked via a third-party site. We're unclear which photos you had seen showing a larger en-suite as having rechecked the agent images these are displayed against each room type correctly and the room measurements are also displayed. Rooms range in size from standard, executive, larger exec, superior and suite.

Staff did their best to move our diary around to accommodate your remaining nights in a much larger, brand new, Superior Superking room and naturally had to apply a small nightly uplift to this upgraded bedroom. We were not aware you were unhappy about the upgrade or room and this was all managed by a receptionist. Had we been aware of the level of your disappointment a manager would gladly have come and spoken to you and managed the room change accordingly but our understanding was you were happy to pay for something more spacious for such a lengthy stay - also because you were traveling with two dogs so naturally needing more space than average.

It's disappointing to hear about the slow service at breakfast. Our breakfast is all freshly cooked to order but this time frame is excessive and we can only apologize and assure you we will look at where the delay was - front of house or kitchen and action changes.

We introduced bookable parking just 2 weeks before your stay - naturally, it's been an adjustment after operating for 15 years prior with other arrangements of a first come first served basis. I'm sorry some of our regular guests took some time to adjust to it but - as you note - it really wasn't a big issue as we simply asked them to move as soon as this occurred. Everyone has now got used to our new, very popular, bookable parking.

We're sorry you won't be joining us again and hope you find more suitable accommodation in Portsmouth on your next visit. Having read through all of your other reviews for hotel stay we can see you do book directly at times and would certainly encourage this for longer stays so staff can be sure to accommodate your needs and suggest the best room for you and your pets.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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    All reviews parking permit lovely hotel sea front top floor beautiful room comfortable bed mercer collection mercer group stayed for one night enjoyable stay a lovely stay street parking breakfast room full english two night stay min walk gunwharf quays
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    10 - 15 of 879 reviews
    Reviewed 14 May 2023

    Located in several large converted houses in a quiet back street, but just minutes from the beachfront and all it has to offer. Clean, modern, stylish rooms, and super-friendly, helpful staff. Small bar and restaurant, and garden, with a pub across the road and some other good restaurants within walking distance. Highly recommended.

    Date of stay: April 2023
    • Trip type: Travelled solo
      • Location
      • Service
    2  Thank John P
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    Reviewed 9 April 2023 via mobile

    We just had an overnight stay in the Florence suite part of the hotel. There are several building that make up the property. Room was clean and quiet. Staff we all amazing, nothing was too much trouble and always friendly and chatty. The food was delicious. The Mercer burger was a hit with my family for dinner. Breakfast was good quality and plentiful. It is all served by staff and again so helpful. The only negative is parking. We were lucky to park at the hotel, but it could he an issue if you don't time it right.
    The location is good too, literally a minutes walk to seafront.

    Date of stay: April 2023
    Trip type: Travelled with family
    Thank CJLFFJ
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    Reception H, Owner at Florence House Boutique Hotel, responded to this reviewResponded 10 April 2023

    Thank you so much for staying with us and your kind comments about our staff team. It's wonderful to hear you enjoyed the new restaurant menu too.

    I'm glad you had no issues with parking on site and enjoyed the seaside location., ideal for the sunny easter weekend!

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 3 March 2023

    Always our choice when family matters bring us to Southsea. This is a lovely place to stay - stylish, welcoming, very comfortable and warmly welcoming situated very close to the sea front and within walking distance of good restaurants in old Southsea. Rooms are immaculately clean, bathrooms excellent, beds comfortable, breakfasts freshly cooked and tasty. Period details of the various houses are carefully preserved but with idiosyncratic details in the different rooms. Staff are lovely and take pains to ensure guests' satisfaction. Highly recommended.

    Date of stay: March 2023
    • Trip type: Travelled as a couple
      • Value
      • Location
      • Service
    Thank maureenhA6867RK
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    Reception H, Owner at Florence House Boutique Hotel, responded to this reviewResponded 10 April 2023

    It's always a pleasure to welcome you both & we look forward to seeing you again very soon!

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 3 March 2023

    Welcoming reception staff, beautifully appointed and spacious bedrooms and a first class breakfast. What is there not to like in this lovely hotel just back from the seafront in Southsea. Good value too.

    Date of stay: March 2023
    • Trip type: Travelled as a couple
      • Value
      • Location
      • Service
    Thank mikeparker40
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    Reception H, Owner at Florence House Boutique Hotel, responded to this reviewResponded 10 April 2023

    Thank you for taking the time to review the hotel - we're glad you found everything first class and good value. Best wishes, Reception

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 6 February 2023

    Checked in for four nights to be met by an extremely helpful and efficient receptionist. We were given a room (2) in the building next to reception which had only just been refurbished. It was a large room with separate bathroom containing bath and cubicle shower. All the fittings were of high quality and the bedroom decoration very smart and 2 comfy chair - but could have done with a little side table to make it perfect! The carpet had only been down a few days and was thick and luxurious. Breakfast was exceptional in both choice and quality and a little different to the norm.

    Location excellent for local buses into Portsmouth and beyond and a walk (10 mins) to an infinite number of eating places - choice was amazing! Parking was on the street outside but we were provided with a permit for the duration of our stay, and we managed to park opposite the hotel. We would be happy to stay here again.

    Room tip: Would try to get a room with more natural light (though the lighting was fine for evening we faced onto another building limiting the light.
    Date of stay: February 2023
    • Trip type: Travelled as a couple
      • Value
      • Location
      • Service
    Thank IanRae
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    Reception H, Owner at Florence House Boutique Hotel, responded to this reviewResponded 8 February 2023

    Thank you for taking the time to leave us this lovely review, it was a pleasure to meet you.

    We are glad you liked the room and appreciate your feedback regarding the coffee table which has been passed on to the person who manages our decor for them to address.

    It's great to hear our location and locality suited your needs and we hope to see you again when the weather is a little warmer!

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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