Quy Mill Hotel & Spa, Cambridge, BW Premier Collection

A 3 day break in a supposidly 4 star hotel which we think is very overpriced too. Definitely in need of a good face lift. Very disappointed from beginning. Superior room awful & very overpriced. Jacuzzi bath not working - reported but not sorted. Unfortunately Spa was fully booked for at least a week too - very disappointed as we were residents. Would definitely not recommend to anyone. less

I chose this spa as it sounded great, it had a sauna, steam room, pool, relaxation room and hot stone seating as well as treatments. We arrived the receptionist at the spa was lovely she showed us around everything, we got ready and both had treatments, AMAZING, (need new blinds though, seen better days, see pic) but using the pool wasn't relaxing at all the staff all jumped in about 2pm shouting , splashing about , very small area so could hear them over my music. The relaxation room wasnt very relaxing as people kept walking in and out, lunch was provided but you have to walk outside across the cortyard to the main building, i felt very uncomfortable as i was in my robe and we were the only people having a spa day. The Mens changing room only had money lockers and the showers had empty wash containers. We have been to many other spas and this isn't one we would return to, it's in a lovely spot but not very relaxing. Sadly I wanted to leave sooner than I would any other place I've been to. less

If I had read the one star reviews before booking I would not have stayed here. This establishment is a complete disgrace. Run down, tired, dilapidated, prehistoric all these words would suitably describe this hotel. Our Superior room in a dilapidated black timber paneled Nissan hut was tired. Dirty carpet, two seriously cracked floor tiles in the bathroom that could easily have cut bare feet. We purposely paid extra for the superior room with a patio so that we could sit out in the sun. Similar to others we could hear all movement in the adjoining room especially the tv late at night. The patio area turned out to be a disgrace. Dirty paving stones that would take a full day to clean with pressure washing. A dilapidated black fence to separate two units. A dirty table. Three plant pots full of weeds. Three years of brown leaves gathered up in overgrown shrubbery. Filthy entrance mat. Exterior door all paint flaking off as were the two window ledges. Massive job trying to get reception to sort. They sent a guy with a leaf blower!! The approach to the spa was awful. All concrete areas covered in weeds. The chill out area in the pool area overlooked a battlefield of nettles and overgrown shrubbery. I could go on. The breakfast on the second morning was pre booked at 9am so as we had ample time to get into the town for a 11am trip. At 9.45 we were still awaiting our breakfast so had to leave, pack and get into Cambridge to avoid missing the trip. We duly asked for a refund but the curt receptionist refused stating that breakfast was still being served, totally ignoring the fact that we had booked it for 9am. Eventually after consulting a manager a refund of £24 was begrudgingly offered. The entire experience left a sour taste in the mouth and at £200 per night was certainly not money well spent. Best Western seem to adopt the approach of making the online pictures look enticingly good without showing the more unappealing ones which hit you in the face on arrival. less

I arrived on Friday for two nights for my sister’s Hen Weekend. Upon arrival my room was not ready & I had to wait in the bar area where I was offered complementary drink. I opted for ‘Superior room’ at £200 per night. Once my room was ready , I was issued with a key & I went upstairs to have some rest & prepare for the evening. First thing I noticed was the dirty carpet on the stairs & dark dingy hallway leading up to my room. Upon entering, I was met with grime, stains and old ear plugs hidden behind a vase. The bathroom had vile brown/ yellow stains everywhere: on the tiles, mirror, in the cabinets and the vanity seat. All of the chairs were wobbly and one of them collapsed when I sat on it. The pillar on the bed fell off when I held on to it to sturdy myself when I was picking something up. I went to the reception to ask for another room but they could not provide it because they were fully booked. If only this was the end of this poor saga… alas, not. On Saturday morning I met everyone for breakfast and found a large dead fly in my fruit salad. My sister drew their attention to it and they just took it away without as much as an apology. When asked what I would like to drink, I requested americano coffee. My request was met with: “ We charge extra for that.” After breakfast we went to Cambridge and I left ‘Room Service’ required at the door in hopes that someone will clean my room. Alas, I came back to the same dirty environment. I was hoping to go for a swim and asked for a bathrobe ( none in the room provided.). The receptionist told me that they charge £10 non- refundable fee for it. Saturday evening we all came back from Cambridge to loud wedding music which actually didn’t bother me as I was tired & all I needed was sleep. Well, imagine being woken up just after 5 am by the fire alarm going off! The whole hotel, including my room sounded like a foghorn! Of course, it made me jump out of my skin and there was no fire reported. After breakfast on Sunday morning, during my check out, I requested to speak to the manager, I’ve had enough at this point & felt awful for having this special weekend destroyed by this establishment. I asked the manager to follow me to my room and I have shown him the god awful grotty, dirty, unsafe environment I had to endure for two nights. The man looked shocked and took the broken chair right away. He agreed that the room was unacceptable and offered me discount. So far, they refunded me the cost of a meal and four drinks. This is despite him stating that I will receive full refund. In conclusion, I have never in my entire life stayed in such awful hotel, please don’t call it a spa hotel because it is not! You don’t even provide bathrobe, let alone any treatments ( everything is constantly booked) and the swimming pool is over chlorinated. I am attaching photos of my experience to not only back up, what is now a formal complaint, but to also pre-warn anyone hoping to stay there. less

The staff are welcoming and helpful. On our first morning at breakfast there seemed a staff shortage but those present coped manfully. On the other 3 days, there were more staff serving and it was efficient. Very tasty breakfast options and generous portions. Bedroom was quite small but perfectly adequately equipped with a good sized shower room and comfy bed. Weather was very hot and aircon was welcome. Quite a few stairs to upper floors but it should be borne in mind that the place is a converted listed mill. Decor fine and we had a pleasant view over the terrace and garden. The terrace in the garden had plenty of seating and tables. Some traffic noise from the nearby A11. Excellent location for exploring Cambridge and surrounds. 10 minutes or so from very efficient Park and Ride service for the city of Cambridge and 15 minutes from parking at the July Course, Newmarket. Recommend booking including breakfast if planning to take breakfast there. We thought food in bar and restaurant was little pricey but there were good eateries in Newmarket town and also in local pubs. We did not use spa and gym facilities and so cannot comment on them but they were included in the price, I think. Overall, we would stay again. less