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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US
After a brilliant last stay a few months ago which was booked via a travel agent, I decided to book again but direct over the phone. Although this experience was very different. Based on the room rate paid for one and although it was last minute (which I can understand that it will impact availability and pricing etc), we did not expect the room to be in such a dark and secluded part of the hotel that could only be accessed through the restaurant. None of this was explained on the phone when booking. This firstly was not a good experience given that there was absolutely no natural light in the room, no bath either, but also having to carry our luggage and shopping past everyone sat having food and drinks each time we went in or out of our room was far some ideal. Breakfast was also a similar experience. Due to the location of the room, we had to enter from what seemed to be the staff entrance and wait to be acknowledged due to the majority of staff being in the kitchen or up at the usual entrance to the dining room. We were only given the menus and not offered any toast or teas/coffees whilst we decided what to chose from the menu. We had to call staff over a number of times for additional things because we were no asked or checked on. Overall a very disheartening and disappointing experience.
Date of experience: June 1, 2021
US
Appalling customer service! 1. The hotel in Christchurch doesn’t have ACs in the room. So, if you go on holiday in the summer, you won’t really be able to have a good night’s sleep. 2. The staff in the restaurant is not serious about COVID 19. They wear the masks on their chin while speaking to the customers without any social distancing. They come in contact with hundreds of people a day. This is very dangerous in the times of COVID 19. So the “Safe Harbour” claim is absolutely false and misleading and is a ploy to get customers into the hotel. We complained to the hotel and their response to the HOT room was just a “sorry about that”. They don’t care whether you do or don’t sleep well. Their response to the staff not wearing mask was that they are allowed to take the mask off on the terrace of the hotel. But, how is it okay, when the staff is standing next to me, talking down to us and we are looking at them and talking. Also, when they come in contact with so many people each day? This is the “Hospitality” industry. We were looking at visiting other harbour hotels, as the location and decor is amazing! But taking into consideration the customer service, we will consider other hotels. For the price, I would rather choose to stay at a Marriott, Sheraton or Hilton. At least we know they have better customer service!
Date of experience: August 16, 2020
Harbour Hotels promised a refund of our money in June. They are now ignoring emails and so I have had to take this up with the CMA. Please don't promise a refund within a certain time and then don't pay up.
Date of experience: July 14, 2020
