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“Nice Hotel, let down by poor service by staff”

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Captain's Club Hotel
Ranked #2 of 11 Hotels in Christchurch
Certificate of Excellence
Farnham, United Kingdom
2 reviews
“Nice Hotel, let down by poor service by staff”
Reviewed 16 June 2014

We booked the 3-bed suite as a last minute getaway with our 3 children. Making the booking i was reassurred that children are very welcome.
The room was fine, however the air-con could have been switched on or windows opened in preparation for our arrival, it was very stuffy. Soon sorted though, and views are great.
Beds were comfy. However flush did not work in the toilet in one of the bathrooms, and the shower took forever to heat up, shower door did not close properly and it leaked into the bathroom. Also the whole suite could have done with a good vaccum.
We had a table booked at 6.30, with the children. However when we presented ourselves at the maitre d' desk we were over looked whilst the staff took care of 2 other groups who had arrived after us, before us. Nevermind, were were told we could have drink on the terrace and order food there before moving to the restaurant. After a 20 minute wait we had to ask for drinks, and menus. Another 20 mins and it was apparent that orders would not be taken on the terrace, so we moved to our table. Only 1 table had been laid for five and it was not overlooking the river, we were told we could not move.
Food was nice and the children were well catered for. However we were eventually eating supper at 8.30, and the children were just too tired for desert. Waitress (Morgan) was great and made up for the appalling service we had experienced up to that point.
Breakfast was the real low though......
We again presented ourselves at the maitre d' desk at 8.30 (breakfast served between 7.30 and 10.30). After a while made our own way to the restaurant, as there was no-one around. A solitary waitress reluctantly showed us to a table set for 6 again stuffed at the far end of the restaurant, again we could not have river views. We were only given 2 menus for our table of 5. The buffet was great, but we could not serve anything as there were no spoons.
We waited 30 minutes for 1 full english and 1 bacon,eggs, tomato. When they arrived the egg yolks were broken on one plate and rock solid where they had been left under a grill on the other. We asked for fresh eggs, 20 minutes later new plates arrived and we were told everything had been cooked from fresh, nonsense, the rest of the plates were burnt from under hot lamps and the baked beans were cold. Goodness only knows what they had done to the black pudding, but we did not dare eat it. Couldn't be bothered to complain again as didnt want to wait any longer as children had by now got bored having eaten their cereal and sat around for best part of an hour. We did ask for fresh toast, again an interminable wait...we gave up!
I did complain to the duty Manager who after listening finally managed to say that he apologised. Even the people at the next table, who overheard the conversation, said that they couldnt believe how rude he had been in not saying anything.
They did knock £40 off the bill, but when you are paying these sort of prices you expect better service.
A real shame, could be a great hotel that we would have visited again. Needless to say we will not be visiting again.

  • Stayed June 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Family5R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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684 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (144)
Date | Rating
  • English first
  • German first
  • Any
English first
London, United Kingdom
Level Contributor
146 reviews
47 hotel reviews
common_n_hotel_reviews_1bd8 94 helpful votes
Reviewed 15 June 2014

The captains club is brilliant. A very modern building in a superb position in Christchurch, must be the best located hotel in Christchurch with amazing views over the river.
We had a two bedroom suite due to the fact that we have a dog, the suites are like mini apartments including a top of the range kitchen, for families they would be perfect. The rooms are kitted out very stylishly and have a real quality feel about them.

Service levels are very high from check in to check out - we had breakfast delivered which was great making use of the lovely suite over looking the river. You can also arrange butler service to bring you evening dinner, course by course. Excellent.

My wife used the spa and she thought that the massage was excellent, she is a masseuse so it must have been good.

We will return.

Room Tip: Suite, treat yourself
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  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank RichWandsworth
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cheltenham, United Kingdom
Level Contributor
11 reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 6 June 2014

I recently stayed at this hotel having received a recommendation from a colleague. From check in to check out the service from the staff team was attentive and efficient. The room was well equipped, very comfortable and had a fantastic view over the river. The wine and cocktails served at the bar were excellent throughout my stay and the food was delicious. My seafood platter was outstanding, the mussels in particular were delightful. I look forward to returning to this hotel in the not too distant future.

  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank CR1993
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Exeter, United Kingdom
Level Contributor
6 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 6 June 2014

The hotel is fine but the river facing-rooms are affected by noise from the metalwork structure overhanging the patio when it rains. This noise, immediately outside the bedroom window is impossible to keep out with closed windows. On check-out the following morning I was informed by the receptionist that this probem had existed for several years and the hotel were in dispute with the architects responsible for the original design.

My comment is that the dispute between the hotel and their architects is of no interest to me except that I had a ruined night's sleep. If the management are serious about their customers' well being and comfort I would suggest they take an executive descision to dismantle the offending structure and continue their legal battle with the architects knowing that this dispute no longer affects paying customers.

Stayed June 2014, travelled on business
Helpful?
4 Thank jonathan r
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Level Contributor
19 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed 3 June 2014

First class service from well trained and enthusiastic staff made our daughter's wedding a memorable occasion.
Good food (it's never going to be "fine dining" when serving 50 at a time), well chosen wines and attentive staff. Add to this a location on the banks of Christchurch harbour and you have a recipe for success.
Any problems? Yes, the car park is too small

  • Stayed May 2014, travelled with family
    • Value
    • Location
    • Cleanliness
    • Service
Helpful?
Thank David P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Shropshire, United Kingdom
Level Contributor
10 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 2 June 2014

Located next to the rowing club, Wick Ferry, and the park, the hotel is an easy walk into town and enjoys lovely views. I was pleased with how quiet the location was - we weren't disturbed early in the morning at all. Our room was crisp and clean with lovely aromatherapy products too. The spa was small (although I only enjoyed the sauna and infinity pool/hot tub) but with a selection of tea pig infusions and new magazines to browse was a good experience. There was no additional charge for the spa either, which isn't always the case in hotels. The staff were excellent during our stay; sincere, warm, and helpful - and the lady who initially took my booking really was extremely helpful in ensuring I had everything needed. There is a personal touch and pride from the reception staff, restaurant staff, spa and cleaning staff and it felt as if everyone really did care about ensuring a comfortable stay. If location, comfort and service aren't enough to recommend this hotel then the breakfast surely will! The breakfast was fabulous. Really superior quality in the buffet of cold meats, pastries and fruits - Dorset Cereals and thick creamy yoghurts. But the range on the cooked and a la carte breakfast menu were unbeatable. Between us we enjoyed eggs benedict, a cooked breakfast, porridge with brown sugar and caramelised fruit and the Arnold Bennett Omelette. We all agreed it was a fabulous breakfast to remember and we had no need for lunch! Little touches though, like home baked shortbread with coffee, and cappuccino or lattes with breakfast at no extra charge were what made the Captain's Club really special. Special was standard throughout and I certainly will be returning. Thank you to the staff at the hotel for a super stay.

  • Stayed May 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Sandra T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Surrey, Engaland
Level Contributor
25 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
Reviewed 2 June 2014

We have just returned from a lovely weekend away at this hotel. We stayed in room 202 which is a stunning suite / apartment overlooking the river. It probably helped that the weather was lovely but just sitting in the apartment watching people enjoying a walk along the river and out on boats was very enjoyable. What was even more enjoyable was sitting out on the lovely terrace with a glass of bubbly watching the world go by. This is a lovely friendly hotel. Staff are very helpful and friendly. Food in the restaurant is very good. My husband is a chef and has always enjoyed the food here. You have to book in advance as it does get booked up. Just a short walk along the river and your in the town where you will find all the shops and some nice little bars. Breakfast is very nice plenty of choice which will set you up for the day. The hotel also has a spa although its small its still nice to escape and offers plenty of treatments again you need to book. We had a very enjoyable stay and hope to return later in the year.

  • Stayed May 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Sam-Aaron-Surrey
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Captain's Club Hotel

Property: Captain's Club Hotel
Address: Wick Lane | Wick Ferry, Christchurch BH23 1HU, England
Phone Number:
Region: United Kingdom > England > Dorset > Christchurch
Amenities:
Bar / Lounge Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Wheelchair access Airport Transportation
Hotel Style:
#1 Family Hotel in Christchurch
#1 Luxury Hotel in Christchurch
#3 Romantic Hotel in Christchurch
#3 Business Hotel in Christchurch
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Captain's Club Hotel 4*
Number of rooms: 29
Official Description (provided by the hotel):
Modern 4 star luxury hotel and spa in Christchurch, Dorset. Overlooking the river Stour and located in the historic town of Christchurch, Captain’s Club Hotel & Spa is a small independent luxury hotel with a nautical twist. The hotel features 12 two and three bedroom luxury suites, each with separate lounge/living areas, and a selection of hotel rooms. Captain’s Club Hotel & Spa is home to one of the best bars in Christchurch with award-winning mixologist and Bar Manager, Tommo, at its helm. They also have a 2 AA rosette restaurant, event facilities for up to 100, and a spa complete with hydrotherapy pool, sauna, and treatment rooms. All accommodation and event spaces face out onto the River Stour so no matter what you are travelling to Captain’s Club for, you are guaranteed a beautiful view. The alfresco dining terrace is open all summer and provides the perfect location to soak up the atmosphere of life on the river. This Christchurch hotel is family-friendly and rooms/suites are dog-friendly ... more   less 
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Also Known As:
Captains Hotel Christchurch
The Captains Hotel
Captain's Club Hotel Christchurch, Dorset

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