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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We’ve been loyal guests and have always appreciated the quality of our stay, but this time was different. Without any clear warning, we were hit with a parking fine because the hotel now charges guests to park, even though parking had previously been free for guests. The staff took down our car details at check-in but failed to mention the new policy, and the signs in the parking lot didn’t make it clear that guests were no longer exempt from charges. When we reached out for help, the reception staff were unhelpful and dismissive, leaving us to deal with the fine ourselves. Staying here is a rare treat that we work hard to afford, so it’s disappointing that such an important change was poorly communicated. We’re left feeling frustrated and unfairly charged. We won’t be returning.
Date of experience: October 26, 2024
US
Visited for our 10 year anniversary, when we arrived the room had a few minor issues (mirror so dirty you couldn’t even see it, bathroom floods when you have a shower) which we raised with the reception. We wanted to use the spa (we oreviously stayed a few years ago and the spa was included in the price) however we were told this time there is now an additional fee for using the spa - even though we paid £260 to stay in the corner suite. Hotel General Manager couldn’t have cared less and was quite rude when we raised we weren’t happy with this. Advised us to book via their website as the reason they charge for the spa is because booking.com take a percentage of their room fee! Unimpressed considering we are returning customers, I previously recommended this hotel to my friends and family but won’t be recommending it going forward!
Date of experience: October 12, 2024
US
Lovely hotels but concerned that a cooked breakfast is extra. The continental is poor. If comparing it to a premier inn, the premier inn win hands down. For the price of the stay you would expect a good breakfast. We have have great stays in the past but it has put us off staying again.
Date of experience: August 26, 2024
Hi the issues were numerous but none so more than the discretionay service charge which was never mentioned at the time of booking nor when they charged it, one charge of £17:87 has been refunded but not the other two charges of £2.50 and £1.74 which they should be, this charge is quite frankly outrageous and I think the two outstanding charges should be repayed, asap. Next we wanted a room with a balacony but didn't get it even after requesting it, we were told if one was available when we booked in we would be allocated it. The view was sort of nice if not for the building in front which was some kind of workshop that made a lot of noise on the MONDAY MORNING banging etc (We stayed from the 7th to the 10th of this month). The bathroom was tiny and the toilet set soft close didnt work properly as the base did soft close but not the lid and the underside of the seat was brown stained. The carpet was stained in places and had a toe nail cliping on it. The cooked breakfast was cafe average and the bacon tough. The coffee was terrible the tea not much better. The room service was slow due possibly the lack of staff. The price of drinks was exorbitant and taking the discrtionary charge into the equation quite astonishing, the Savoy is cheaper and they are up front with charges.
Date of experience: June 11, 2024
Appreciate all your staff at Harbour Hotel (Guildford), who all provide a prompt service with excellent responses all round. Now having worked in IT Management & many years in senior Service Delivery management positions, I really do notice talent & exceptional quality customer service, plus people who go above & beyond. Having planned a very important time with a large group of very close business friends, we had a celebration of life together staying at the Harbour Hotel in Guildford on the 20 April. When I saw Genny Tsang & Myles Goulden-Oliver operating daily, managing staff & tending customers’ requests so professionally it’s quite inspirational. What’s been impressive is their full understanding on all fronts & working so well with all around. Would like to mention Amarildo Shuka & Ben Samuel, who both looked after our large group so wonderfully, everyone in the group were overwhelmed with their constant attentiveness & support continuously asking I we were all OK, providing absolutely anything we required promptly. Now Genny Tsang & Myles Goulden-Oliver, it needs to be mentioned that they are always so welcoming, ever so receptive & very helpful, furthermore it's noticeable the effort & kindness that Genny Tsang & Myles Goulden-Oliver they both especially demonstrated, Genny Tsang & Myles Goulden-Oliver were so understanding & very supportive, as I have disabilities & serve psychological issues & it's because of their attentiveness, that myself, family & many friends will keep returning to Harbour Hotel & The Long Bar in Guildford. Furthermore, would like to complement Amarildo Shuka & Ben Samuel, who demonstrated excellent quality customer service, always providing efficient, quick, and friendly service, our group & other customers as well as building strong relationships with them. Every visit seeing them responding to customers' issues in time and handling any complaints swiftly, it’s quite inspirational. Warmest regards & thank you so much Mr & Mrs Denis J P Williams
Date of experience: June 6, 2024
US
I would not stay at this hotel again nor recommend any other lone female travellers do, I felt unsafe, uncared for and disrespected. I checked into The Richmond Harbour Hotel late afternoon in May 2024, unpacked, and had a quick shower. I was alone in an attic room: the only room at the very top of a narrow flight of stairs. On stepping out of the shower I heard a knock at the hotel room door so quickly grabbed a towel, but before I could properly cover myself heard my hotel room door open and someone step inside. I’d left my bathroom door open whilst showering and was frightened and confused. I wrapped myself in the towel and peered around the bathroom door to find a man standing inside my threshold looking at me. He said words to the effect of “I’m here to change a lightbulb”. I stood in shock staring at him until he said “I’ll go ahead and change it then” – it’s all a bit of a blur. Under normal circumstances I would have told him in no uncertain terms to get the hell out, but in my defenceless and shocked state I agreed. I waited in my towel in the bathroom until he left my bedroom and closed the hotel door behind himself. I called reception to report it - call was answered by a man who said words to the effect of “Yes, he did say he knocked 3 times”, “Did you request a lightbulb?” – I did not although am unsure if this is relevant to my situation! He sounded impatient and I was left with a feeling of being an irritation and of the seriousness of the incident not being understood. 30 mins later I got a call from a woman who apologised and asked if I had enough towels and tea. Every time I tried to speak about what happened or my feelings about it she talked over me. I just wanted to get out of the hotel asap but had an appointment so had to continue with my evening. On attempting to sleep later that night I didn’t feel safe in my room and barely slept. I left in the morning without breakfast in order to get home as soon as possible. This man could’ve been anyone as far as I was concerned as I stood, half naked in a strange place, wondering what the hell was going on. I’m sure some individuals may have chosen to call the police. I, along with countless other women, have been through disturbing experiences in the past that have taught us to avoid being vulnerable in this or any kind of situation at all costs; experiences that have left us with trauma and fear. Hotels should be very much aware of this and all guests’ privacy and safety should be of the highest priority; this proved not to be the case at the Richmond Harbour Hotel & Spa. I emailed customer services at Harbour Hotels regarding the experience and was referred back to the team at the hotel who in turn offered me 30% off another stay. Horrible service and offensive treatment.
Date of experience: June 3, 2024
They have been hacked and spammers are sending out emails from them. The response from the hotel is very poor and they do not understand their obligations under GDPR to protect my personal information or to delete it when requested under right to be forgotten. Don't give them any personal information
Date of experience: May 29, 2024
US
Paid a lot of money to stay at Southampton harbour hotel arrived at 2.55 was quite rudely told room not ready. Breakfast was awful and cold couldn’t eat the eggs!!! Complained and was told if I rebooked I can get complimentary drink This is over priced not worth the money will never return
Date of experience: April 14, 2024
