Queens Hotel & Spa Bournemouth — Hotel in Great Britain

Stayed one night. Rooms are a little dated and there were some splash stains on the light green walls and marks on the silver coloured carpet. The room was large enough and the bed was very comfortable. A large TV opposite the bed. A large wardrobe with a safe, ironing board and iron. Also a hair dryer. Vanity desk with drawers, nice padded chair and plenty of sockets. A lamp on the vanity desk . Adjustable lights at each side of the bed as well as having bedside table with drawers at each side usb socket at side of bed also. Large mirror in room. Bathroom was a shower cubicle, sink and toilet. All clean. Toiletries provided such as hair and body wash in one and conditioner in another pump action bottle. Great shower when I realised how to work it. Bath mat for standing on when getting out of the shower. A bathmat for inside the shower can be obtained from reception I was told by someone else. Plenty of loo roll. Great Aircon when I was able to read the small print by the switch. Bar area reception and dinning area well decorated and lovely ambience. Staff , well what can I say. Wish I had all their names. They all deserve a gold star. All amazing, from reception, bar, dinning, cleaning. All warm and welcoming. Pool area needs updating . Not much room to walk around pool if others are lounging. Also changing rooms very dated and need refreshing. Their was an hairdryer there for use that had the connecting wires showing. No wet bags available. Although someone did come round to take the used towels away, these are collected on your way to the pool, the showers were not checked and in one there was a lot of hair. So feel a check on showers facilities could be done on a regular basis. Also not very well sign posted, was like a maze. We had spa treatments the next day. Toilets here need some tlc although they did smell very nice, looks half finished. The relaxation room ,I fell asleep ,so relaxed was very nicely appointed. All the staff in the spa lovely. I had a small facial and a back,neck and shoulder massage. We had booked two rooms. One room had a large bathroom with a bath with a shower over it. This had shower caps provided. One had the small shower cubicle no shower caps, but had biscuits and a can if sparkling water and a bottle of still water provided. Both had tea, coffee and even hot chocolate on the hospitality tray. Need to be consistent with offerings. We had dinner. Order the chicken supreme ,but was not chicken supreme as I remember it. Nether the less was very tasty. Had halloumi fries for starters and mango sorbet for dessert. Food was hot that was meant to be hot. Service was very good. We had breakfast the next morning and this was a continental, cooked breakfast, cereals, juices, tea , coffee were all provided. You would not be going away hungry. The staff made the stay so much better, it was easy to overlook the other issues. At checking out someone was complaining of noise. I slept very well. Also it was said there was a charge to pay, but this was very soon sorted as we paid for everything as we went along. As we were having spa treatments on the day we were leaving , we were able to leave our cases at reception. We did not go and see the sites but we could see the sea from our window. The stay was very comfortable and I would...

Not suitable for families with babies or toddlers.

Avoid this hotel if you are travelling with babies under 1 year old or toddlers.

During our visit to Bournemouth, we booked a Superior King Room at Queens Hotel & Spa Bournemouth via Booking.com. We specifically chose this hotel because it advertised accommodation suitable for parents with babies under 1 year old, which was confirmed by Booking.com and hotel as well.

Upon arrival at around 3 PM, we were checked into a room that was only accessible via steps — not suitable for a pram. After speaking to reception, we were moved to another room.

In the new room, however, no cot was provided for our 2-month-old baby, despite this being requested at the time of booking. After another visit to reception, we were assured that a cot would be delivered shortly. We went for a walk, and when we returned to the hotel around 7 PM — right around feeding and sleeping time — there was still no cot.

Another trip to reception followed. Eventually, at around 8 PM, a receptionist brought a cot — but it was in appalling condition: stained red, dirty, and completely unacceptable. I was shocked and deeply concerned. The cot also lacked the proper waterproof, firm mattress that is essential and was clearly requested when booking for an infant under 1 year old.

A maintenance worker then attempted to help by offering some pillows, a dog mat, and some bed sheets — making the situation even more unacceptable and unsafe for our baby.

After several conversations with the duty manager, receptionists, and maintenance staff, they all confirmed that the hotel did not have a suitable mattress for the cot.

I was advised to speak to the Operations Manager the following day.

Due to the hotel’s complete failure to provide basic and essential facilities, my partner and I barely slept that night. We were forced to watch over our baby closely, knowing he was in an unsafe sleeping environment — a terrifying and exhausting experience.

The next day, the Operations Manager was unavailable, and the manager on duty promised that someone would contact us within five working days. It took almost two weeks — and significant pressure through Booking.com — before we finally received a response from Maurizio Laudato, the Operations Manager. He was very apologetic and admitted that the situation should not have happened.

We requested a full refund because the hotel failed to deliver the service we had paid for. However, we were informed that no refund would be issued and were instead offered a complimentary two-night stay — an offer we politely declined, as we would not put ourselves or our child through that experience again.

While some of the staff appeared to try their best, the overall handling of the situation was very poor, with responsibility continually passed from one person to another.

It was a terrible night, a highly stressful and upsetting experience, and we cannot recommend this hotel to anyone travelling with...

We had a mixed day with this hotel, so my review reflects that.

I booked this hotel based on the fact my niece had her wedding booked here for Sept 25 which sadly she has now cancelled with this venue and I was unsure what to expect given that the hotel had gone into administration that same week.

Sadly the hotel needs some sprucing up to look welcoming from the outside but when you walk in the hotel looked stunning and loved the decor. We had some great bar food and drinks on arrival. We then headed into our spa day. On arrival we paid for some additional cocktails and at that time I assumed I had paid my outstanding balance (I didn’t take note in all honesty of what I was tapping my card for) upon entering the pool area it was very dated the toilets were filthy and flooded no toilet roll in one. Felt like we were going through the back of beyond to get to the toilet with old furniture stacked up blocking areas. The changing rooms looked like something from the 60’s nothing like the beautiful decor of upstairs. It was dirty no bags in the holder for wet cosies, lockers that were either broken or the keys snapped or bent in half and barely fitted a bag in. There wasn’t enough lockers that were working that my mum used one that had to be left unlocked when she returned her stuff had been taken out and put to the side. There were no flip flops or slippers available to us but robes were included once the staff found some available.

The staff were friendly and have to say we had a lovely treatment each, sadly though the room I was in for my massage had work being done above it so very noisy which the therapist did apologise for but not a relaxing experience and the room was freezing cold l, again not relaxing. But couldn’t fault the massage given. Despite 3 of us having the same treatment we all experienced the same treatment very differently which was unusual.

Once I returned home I had an email the following day advising that they had forgotten to take the final balance (I had paid half upon booking) I obviously assumed that I had paid this but upon checking could see I hadn’t. I ask for bank details so I could transfer the amount across I was then given the PERSONAL bank account details for a therapist who worked there!! I obviously did not pay this to her personal account and highlighted this and asked for the hotels (creditors) details and paid the balance. I followed this up with a phone call and asked to speak to management regarding this an I am still yet to receive any reply!

Sadly what should have been a an enjoyable relaxing Mother’s Day experience it was not on...