Harbour Hotels has room for improvement based on customer feedback. Customers particularly appreciate service and quality, though some mention concerns about customer service and communication.
We had our event on the 26th June in Harbour hotel Guildford. Our yearly summer BBQ. Had about 50 attendees outside the patio bit after our CPD talk. If I remember, it was Emily and Amy that served us through the whole night. Amazing young women who we are ever so grateful with every request for the night they tend to. The night couldn’t have gone any smoother without them. Such polite and great people/customer skills they have. Thank you ever so much!
Not a great welcome back from Harbour Hotel Brighton. It is a big let down from the Harbour hotel to send a discount code to welcome back a customer who has stayed at the hotel previously and cannot use the code to book a night at the hotel with the discount code. Not only that there is no option when booking to apply a discount code. I will look for somewhere else to stay and i was booking direct with the hotel and booked direct last time. Lost a customer as a result.
Harbour Spa Southampton. Paid £125 for 1 hour all over body massage and was not impressed. Time of treatment moved forward which messed up other plans. Massage was done in 40 minutes. Cold room. No heated beds. Therapist had long nails which dug in. Claim to use Elemis products yet the ones out for use were not Elemis. Very painful massage and fronts of legs and décolletage completely missed. Never again.
Arranged a birthday celebration dinner several months in advance for 35 people with Sophie Caddock who was very helpful and friendly. The venue, food and waiting staff were excellent, everyone had a great time on what was a very special occasion! Many thanks Sophie and team!
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www.harbourhotels.co.uk67 total • Write a review
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Customer service is absolutely vile! Didn’t sleep at all as right next to a nightclub that we paid extra for, no tv until 10PM contact to reception ignored 5 times, calls back to the hotel after being offered a refund ignored and no emails replied too either. Brighton harbour hotel.
Date of experience: April 21, 2025
We visit the Harbour in Padstow and the Jetty in Southampton on quite a regular basis and find the level of service very good, the hotels themselves are very well decorated and in good repair, the selection of drinks and food is of a very high standard, and the staff are always on good form. They are not the cheapest of hotels however the environment and service is worth the extra and they also make a very good Cosmo! They make a point of having venues is often the best spots at the destination and some are also dog friendly! Well worth a little treat now and then! Out home Jetty at their Signature Hotel in Ocean Village has an excellent restaurant thanks to Chef Alex and his team.
Date of experience: March 12, 2025
Had a great stay at Harbour Hotel Guildford. Lovely room, friendly & helpful staff. Had a lovely evening meal - desserts let it down a little as one had almonds which I didn't like & the cheesecake was a little tasteless. Breakfasts were great. Had an included treatment which was nice but only lasted 40 minutes rather than the one hour advertised. If I'd have paid the £95 listed price I would not have been happy. Despite setting up an account prior to the massage & completing the medical form online that I was asked to do, checking it had been received etc, I was still asked to complete the same form prior to the massage. I was airily told they couldn't be accessed that day. As the massage & Spa was a big reason for booking, the experience at HarSpa was a big disappointment.
Date of experience: March 8, 2025
we stayed at the Chelsea Harbour Hotel for 1 nite when booking this we asked for a cot to be in our room on arrival there was no cot in the room we asked for one again and they said they would sort it out and it got very late, so we asked the 3 time and we got the same response saying that they will sort it out we gave up asking in the end it was getting too late for the children and they just wanted to go to sleep as they had a very long day also when we was going to check out at 10 o’clock we got a knock at the door from neck cleaners I explain that this is not the checkout time and then they came back 30 minutes later still not at the checkout time all this is unacceptable I would’ve thought. Standards would’ve been higher. At this hotel my boy was awake most of the night I was as there was no room in the bed as he didn’t have his own cot which we stated for on the booking not happy at all we wood also would like to raise with you about the broken glass, that we found in the bathroom I understand it was a small piece that could’ve got missed when cleaning up
Date of experience: March 3, 2025
If i could do Zero stars i would. AVOID AT ALL COSTS, My wife and Daughter went to stay at the Chichester location recently after a tough period for some much needed relaxation and found it to be STRESSFUL not Stressfree. Evening meal which cost in excess of £100 was tasteless and bland and very overpriced for what it was. My daughter had a burger that was covered in breadcrumb which had no taste whatsoever. Chips were flavourless with an egg on top, which was rock hard. My wife is gluten intollerant and at no time did anybody ask if they were any allergies. Breakfast consisted of two pieces of toast not gluten-free because there again wasn’t an option fior gluten free, my wife cant have butter so has to have Flora and when she asked the waitress for flora was told "well that’s all we’ve got" disgraceful. i wrote to the hotel but have recieved Zero communication back so just shows how this company treats feedback from customers.
Date of experience: February 13, 2025
Very nice well appointed room, great views of the Marina. Cooked breakfast offering not up to 5 star rating in my opinion.. Parking was close to hotel now Owned by private company be prepared to pay £16.70per 24 hrs!! Expected a lot more from a 5star establishment sadly did not deliver on this occasion in my opinion..
Date of experience: January 23, 2025
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Some positive’s but one big negative unfortunately. As a regular visitor to Grasmere for 20 years or more I have genuinely sampled every hotel and guest house in the village and immediate surrounding area. Historically I have been to the Rothay Garden on three previous occasions but only when the hotel was under different ownership so this was the first visit under the Harbour Hotels banner. My main complaint here would have to be the fact that upon check in a £10 per night charge was levied against me for the use of the hotel car park! And why was this?…apparently, because I arranged my visit via a third party booking company, in my case Expedia. What difference should that make you may ask….well, because Expedia inevitably take a commission for their involvement Harbour Hotels feel entitled to recover some of that lost margin by charging the customer for on-site parking. Conversely, customers who book their stay directly with the hotel have no parking charge levied upon them. So in other words, this is a punitive charge, a sort of punishment for customers who quite innocently use a third party booking company, and maybe (God forbid) have got a slightly discounted hotel rate in the process. As a retired RAF officer I happen to use the Defence Discount Service Scheme which can indeed attract a small discount via Expedia. My conclusion then. If Harbour Hotels feel so hard done too having to pay a margin of their profit to third party booking companies like Expedia I would suggest they de-register themselves from those particular websites and attract their guests via other means. One thing is for sure, on principle alone, the Rothay Garden is most definitely off my list of accommodation options for future visits to Grasmere.
Date of experience: January 14, 2025
My daughter and I treated ourselves to a Spa experience at Sidmouth Harbour Hotel just before Christmas 2024. Paid £330 for the 2 of us which included an allowance (£30 each) against lunch in the hotel dining room. This was our first visit and we really liked the ambience, colour schemes and atmosphere of the hotel as we passed through to the Spa. Spa staff were welcoming, smiling and provided full info’ about facilities and what to expect. We found the changing room too cramped when there were 6 guests all trying to change/get dressed at the same time. There are no private cubicles so if you prefer to be modest, regrettably it’s a bare all ladies! There’s only 2 very small shower cubicles. Otherwise, all clean, pleasant and warm. Hairdryers and plastic bags provided for wet swim suits which is a thoughtful touch. Plenty of decent towels. Dressing gowns are skimpy & too small if you’re bigger than a size 12. *Spa staff said they are aware of this.* Towelling slip-ons for your feet. Swimming pool is too small. Not very long or wide. If there’s 4 swimmers you risk being kicked. Jacuzzi is very good with a fierce external water spout for a lovely back and shoulder massage. There were 12 guests when we were at the pool but not enough loungers to accommodate everyone. Massage & facial was very professional and thorough. Really enjoyable and relaxing. Lunch was delicious and portions plentiful but service dreadfully slow. Restaurant was not busy but we waited nearly an hour for our food to arrive. Overall it’s not a Spa experience we’ll repeat because we felt cramped but we will go there for lunch again as we enjoyed the food, atmosphere of the dining room, the sea views and sunshine pouring through the huge windows.
Date of experience: January 3, 2025
As with other customers - completely gone downhill 3rd visit to Richmond and the last ! Shown to our room told one of the best in the hotel - it was cold and had a very unpleasant smell, asked to be moved hold to go back to reception carry own bags given another room - no loo rolls, no TV remote control, only towels for one. Spa don't waste your time too many non-resident users could not use sauna or steam room full with people, screaming kids in pool, poor experience. Reception did not make notes about our issues on checking out a good will gesture discount refused, no manager on duty Sunday or Monday morning before we left.
Date of experience: November 19, 2024
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I would give this hotel zero stars if I could. I stayed at this hotel on Saturday 2nd November for 1 night and that was 1 night too many. I went to Guildford for my niece's naming ceremony and I was in really good spirits. I checked in at the hotel on Saturday night at 10.30pm and the noise in the corridors started at 11pm. I didn't sleep at all and called the night manager at 2am as this point there was banging and shouting. he stated he was going to speak to them but the noise didn't stop the rest of the night. I then called around 9am to state if there was anything to be done as I haven't slept at all. The receptionist said they would bring breakfast up. The breakfast didn't arrive for over two hours therefore around 11am I called room service who didnt answer so I called reception. The breakfast finally arrived at 11.30 with literal huffing and puffing by staff member Remi. Then he intimidated me in the room asking how many people are in it and then goes on to explain how to fill out the breakfast card. I was so angry and wanted to eat my breakfast in peace therefore i asked him to leave which he didnt so i had to raise the voice. I was very angry by this point. I tried to call the spa for a treatment and nobody answered the phone. The breakfast manager then called me and attempted to explain Remi's actions and seemed rather annoyed by the phone call and definitely didn't put me at ease. I felt ganged up on and I felt he was explaining his actions and I quote 'he was undersanding whether to bring two plates up rather than one' but I question why is that important when he had already brought the breakfast up? what's it to him I question. There was no progress made therefore I stopped the call. I am an Asian woman and I was then accused of being racist which was and I quote the reception manager stated I was 'outrageous' when I went down to hand my keys I asked Anisa - give me an example of the racial remarks and she said something that I did I do not say. As a Caucasian woman speaking to an Asian female I would be very careful what I would say.
Date of experience: November 5, 2024
