Quy Mill Hotel & Spa, Cambridge, BW Premier Collection

Lovely hotel, ideally located for the New market park and ride for sightseeing in Cambridge. Staff were very helpful and service was excellent. The food was very good quality (breakfast and hotel bar). less

Booked a table online last week for Sunday lunch today for 2 people at 4pm. Had email back to confirm our booking. We live over an hour and a quarters drive from the venue and we arrived about 3.20 pm. We went to the bar and told the member of staff (barman) that we had a table booked and explained we were a little early. He asked if we would like a drink while they sort out our table. We sat on a couch opposite the bar area. He brought our drinks over to us and pointed in some general direction that would be our table over there. We thought he was pointing to a little table in the corner of the bar area which was not a proper dinning table with chairs. I thought it cannot be that table and it must have been in the room behind that he was pointing to as the table in the bar was only suitable for having a drink whilst waiting for the dinning room. We sat and sat and sat watching 5 members of staff milling about doing not a lot. There was one member of staff who kept coming in and out of the bar area carrying trays of food and he seemed to be the only one working. We witnessed him leaving some trays of food on the bar area and him asking for the food to be taken through to the tables but none of the staff made any effort to take the food through to the customers and the trays just sat there. There was obviously some sort of staffing issue with one of the young girls that was milling about behind the bar, pacing up and down and appeared very unhappy. The unpleasant atmosphere between all the staff at the bar was not what you should have to witness as a customer. The young girl in question then went to another area and came back to the bar area in an unpleasant mood. I assume it was the Manager that was following the girl to the bar area and the ?Manager then spoke with some of the staff at the bar. At 4.15 we approached the bar and spoke to the barman and the ?Manager. The barman looked at us as if he had never seen us before even though he was the one that booked us in. I said that we had a table booked for 4pm and that we were not going to wait any longer for the meal and we would just pay for the drinks. To give him his due the barman did apologise and said it was his fault. He asked the ?Manager what he should do and she said what did they have, he told her what drinks we had and the ?Manager said not to charge for them. She said she was sorry but did not even try to remedy the situation by offering to arrange a table immediately, or offer another drink and the menu. I said I was so disappointed, that we had driven quite a distance to get there, we were forgotten about and had to endure watching the saga with their staff. In the past prior to Covid this Hotel had been a place where you were treated respectfully, with well presented and trained staff, providing excellent standard of service and excellent quality of food. We have in the past travelled to the venue for lunches, dinners and have stayed over night on several occasions. This experience has left me totally disillusioned and down hearted that standards have fallen so low. We will never visit this hotel again as the journey for us to and from the Hotel was not worth the effort or the cost of the petrol and we went home hungry. less

Booked for one night as part of a few days bank holiday break. Check-in fine and room on first floor in main mill building was good - not large but clean and well decorated with partial view of the river. Everything expected was present apart from any bottled water. There was also aircon and the bathroom was also clean and modern with a shower over the bath. Wife went for a massge and facial in the spa which she said was excellent. I walked around the garden/grounds which were lovely and well looked after - just a shame the paths the other side of the river over the bridge had been allowed to become overgrown so you couldn't walk far. We had dinner in the main Waterwheel restaurant. Service was good and the food was very good with decent portions and all of the high standard expected, apart from not being offered any complimentary homemade bread. Breakfast was in the less formal dining area and was very good help yourself continental selection followed by a freshly cooked full English (which was great) or various other options. Wife had the smoked salmon and scrambled egg which was nice but came on a piece of normal toast and not a muffin as described on the menu which was a bit odd. We had a drink on the terrace before leaving which was very pleasant but oddly although our order was taken outside we then had to go in and queue up to pay at the bar afterwards (and felt the charge for lemonade and lime was a bit steep!) Overall if is a lovely hotel in a very scenic location with very nice staff and very good food - we would happily return. less

Booked a trip to Quy Mill hotel for my wife's birthday. I booked a standard room which was pleasant and clean. We had use of the swimming pool and spa facilities with the stay. You have to book in to use the pool and we were told to come back in an hour as it will be less busy. We decided to go for a drink to kill a bit of time so we were told to sit outside in the garden area and someone will be along to clear the table and take our order. That someone never showed up and after 15 minutes of waiting I decided to break the Covid rule and stepped into the bar to order drinks!! The table never did get a wipe down!! We then returned to the swimming pool to check in for our session only to be told that we are welcome to swim but it is busy in there!! As it was a special occasion we opted to eat in the formal Waterwheel restaurant. The food was very good, the service however, was far from average!! We sat in the bar area 15 minutes prior to our booked time for the meal with not a soul in site to offer a drink or menu to look at. I eventually found a member of staff and ordered some drinks. We were then showed to the table and offered a jug of water with the meal. The jug of water never came!! We were given our starter, which was pleasant. The main course then arrived and that was the last time we saw any waiting/bar staff. We finished our main course and proceeded to wait for the plates to be cleared and a dessert menu to be issued... 35 minutes later the couple next to us offered to clear our plates!! (They were unfortunately in the same boat as us) To this day I am still unsure whether the table has been cleared!! I lost my patience and we decided to complain, however we could not find any waiting/bar staff to complain to so the man on reception took the ear full!! Having a bit of an unfortunate evening, we decided to opt out of breakfast the next morning, partly because it was a £15 per person supplement but mostly because I didn't fancy eating my bacon and eggs with last nights dinner plate in attendance!! All in all, the service completely lets down what COULD be a beautiful hotel, in a beautiful setting, that serves beautiful food. less

We stayed at this gem of a hotel for a long awaited family getaway after lockdown. We dined alfresco in the beautiful grounds, the food was beautiful. We used the spa facilities and had drinks in the lounge bar. The hotel rooms were well equipped, modern, very clean and the beds very comfortable. Overall would stay again the manager Charles was very friendly and accommodating always checking customers and his staff were happy and comfortable. The staff were all friendly and helpful. Breakfast was delicious! Look forward to returning to this beautiful hotel again in the future less