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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A hugely disappointing stay in a stunning location in Padstow Unfortunately the hotels leadership team are substandard and not service centric. The noise from the restaurant above finishes at 11pm and and starts again at 5.30am, making sleep impossible. The hotel advertises as being dog friendly, but it is not. Another couple staying said they were made to feel like lepers as they had dogs with them. Scruffy staff, an inability to get orders right and an overall apathy led to us leaving a day early. The colleagues, night porter and reception manager; know and agreed with all our concerns, but are not empowered or are being listened to to effect them.
Date of experience: July 8, 2023
Attended an Event at the Chelsea Harbour Hotel, the hotel was rated 5* but the service was not, I specifically indicated my allergens unfortunately I was given a meal which had my allergen triggers. I tried to get the attention of the waitress, she had no idea what i was on about, she got the manager who was quite rude making it seem the mistakes was mine. I believed their waiting staff need to be trained on how to serve guest, their silver service etiquette was zero, a waitress was passing plate direct in my face across to another guest which I felt was unprofessional because I worked in the Events and Hospitality sector so I can categorically say, their service ruined my night and gave me a negative feeling about coming back to the hotel
Date of experience: June 23, 2023
We arrived for our restaurant reservation, promptly shown to our table. Then a ten minute wait before we were eventually asked if we would like to order drinks. Ordered a bottle of wine and also requested a food menu. After around 10 minutes no sign of the wine. Managed to grab our “waiter”, any chance of our wine? He shrugged, yes it’s coming. We waited, and waited, no wine. Nobody seemed interested in taking our food order, so after another 10 minutes of being ignored we left. Is this really a five start hotel? I have stayed here before and had excellent service, looks like standards have significantly deteriorated, abysmal customer service. Barrie Hammond
Date of experience: May 28, 2023
Another stay at the excellent Harbour hotel Southampton. This hotel continues to impress and more than warrants it five star rating. The staff make this hotel a joy to stay at nothing is too much trouble. This attitude is fully supported by Millie Healey Guest Relations Manager. What an asset all the qualities and more you would aspect within this role. Her enthusiasm and commitment to ensure everything during your stay is meet a real credit to her. Harbour hotel your lucky to have her.
Date of experience: May 8, 2023
Wow my experience with this hotel tonight reminded me that racism is still around. I was with a group of friends and the door man only refuse to left the black guy in. I’m sorry to say that I was embarrassed and appalled at the behaviour of the door staff on Saturday 19th. Some of my colleagues were at the bar having cocktails. When I arrived with two more colleagues they were let in and I was told not to enter there was too many people. I said ok I’ll wait outside for some to leave. I then noticed people going in to the bar again so I approached the door and again was told to go away, while I witnessed other people walking straight in I said do you have an issue with me? The group of colleagues I was with noticed what was going on and got angry and all left. We continued out cocktails in another bar as we were determined not to let your establishment spoil the evening. It was pretty obvious to everyone that I was the only black person in the group and I would suggest training is required not to stereotype black people. I have worked for Network Rail for 32 years in the Executive team and since leaving running my own company. I have a vast experience with customer service and I was made to feel extremely embarrassed and ashamed. In summary my colleagues were going to complain as well but I’ve told them I would raise this. As a group of executives we are happy not to use your venues if that’s the behaviour we faced and as the only one of colour in the group to be honest the behaviour stuck out like a sore thumb.
Date of experience: March 19, 2023
I went for a spa mini break with my sister at the Sidmouth hotel. Compared to the Christchurch one, this was very shabby looking. While the staff were lovely and the food was great, the high level cleaning was ignored, with the pendant lights in the dining room covered with dust and huge cobwebs dangling between ceiling and lights. The tiny lift had very visible grubby hand prints above the door. The bathroom was missing the little touches, like tissues or nail kits. The spa jacuzzi was very tired looking with broken trim and bare plasterboard where lights had been replaced. The portable heater in the bedroom was missing a foot and had a huge dent in it. I expected more from a harbour hotel, where others pay attention to the little details giving it a more professional and luxe appearance, sadly Sidmouth doesn’t. A shame because it has so much potential. I gave it 3 stars because of the food and service, otherwise it would have been less.
Date of experience: March 18, 2023
The team and quality of the facilities are second to none.
Date of experience: January 7, 2023
US
Arrived on the 28 December. Called ahead about parking and got through to Head Office. Advised to use NCP as the hotel gave a discount. Reception relayed there was no discount and they did not recommend as lots if cars were being broken into! Booked a single and a double room. The first single was a child's room.with bunk beds and mattresses that did not reach the end of the bed. As I am 68 I refused. The room then offered was on a different floor and was tiny. No telephone and no control for the air conditioning. The kettle had to go on the floor next to my feet. No milk, tea, or water replenished and the sink in the bathroom would not drain. No flip flops for the spa. Reception and check in offered no assistance at all. My friends room was also tiny with the bed lengthways against the wall. Very hot and no air conditioning. Never again.
Date of experience: December 31, 2022
On 17th December my daughter and her friend used the gift voucher I had purchased for £250 at Brighton harbour spa hotel. Having only just reopened after refurbishment what a disappointment that the steam room and sauna were out of use! Many customers were complaining. Using the facilities were of particular importance to her and her friend it was the main reason for the voucher purchase . The staff were unhelpful and could give no reasons for the inconvenience . Don’t waste your money on this hotel go to a decent spa !
Date of experience: December 29, 2022
US
I purchased a half day spa experience for 2 at Guildford Harbour Hotel. Starting with the positives, the treatments were excellent (we had a facial and back, neck and shoulders massage) and the spa staff were very courteous and professional. The wet spa area was well equipped with a small jacuzzi and indoor pool, steam room, sauna and an outdoor poor. There was a small gym and relaxation room as well. Fresh jugs of ice water infused with fruit, mint etc was a nice touch. However, on the negative side, some of these facilities looked like they needed deep cleaning i.e. visible black mould on jacuzzi / pools, dirty grout and chipped/broken tiles. The sauna looked visibly filthy with dust between the wooden slats. Also some lockers were not working in the ladies changing area. The facilities could of been so nice and perfect for a half day spa experience if properly cleaned and maintained. We also had included in our booking a light lunch in the restaurant. Unfortunately this completely let down the whole experience for us. The food was inedible and the service was dire. I ordered avocado, feta and chilli oil on focaccia bread and when it arrived the bread was certainly not focaccia but something else (possibly naan or pizza crust) very hard, dry and inedible. My knife could not even cut through it! When I pointed this out to the waiter, he didn’t seem to know what to do, so I was then ignored and left whilst he went on to take other tables orders. He eventually checked with the chef only to come back and tell me it was definitely focaccia and also that the head chef would come and see me. I didn’t especially want this fuss but as it turns out he didn’t show up. I couldn’t eat the meal and as no effective action was being taken by the waiting staff, we ended up leaving without me having lunch. This was the not so relaxing end to what was supposed to be a relaxing morning on a spa pamper package because of this I would not recommend the Guildford Harbour Hotel and spa.
Date of experience: October 29, 2022
