Quy Mill Hotel & Spa, Cambridge, BW Premier Collection

We arrived at the Hotel after a 6 hour car journey only to be shown a room that was dark with a view of a fence panel. This was a superior room and when we asked if we could change it they showed us 2 other rooms which were tired and dated. We decided to change hotels and were assured that we would not be charged. We then received an email that evening to say that they would charge us and took £175 from our credit card. The manager has refused to refund us and the receptionist denies any knowledge of our conversation. I would not recommend this hotel and would never stay there again. I cannot believe that they find it acceptable to take money and keep it for a service that we didn't receive when were told that there would be no charges. less

We booked two nights in this hotel in a "superior" room. When we arrived we did not like the room we were allocated and they showed us two other rooms which we also didn't like. We agreed with the hotel we would find other accommodation and we also agreed they would not charge us. We went and found another hotel. Then around 10pm we got an email saying we would be charged £175 by Quy Mill Hotel and Spa. Clearly if they had told us that when we were cancelling we would have stayed the first night. They didn't, they just took the money from our credit card without my express permission. After 3 days here is what happened: £175 taken without consent from 2 guests who had to find alternative accommodation and who spent 3 days chasing the hotel for repayment through 4 tweets 5 emails 14 phone calls Number of emails FROM hotel to me: 1 to tell me after the event they were taking the money without consent Number of calls FROM hotel to me: 1 to tell me they are keeping the money Hotel loses as a result 3 sets of hotel bookings for 3 different occasions 4 people who won't be staying there again £1,050 accommodation fees £loads on food and drink There are no winners. less

We have just come back from this spa hotel and it is amazing we were celebrating a 70th birthday and the staff couldn’t do enough for us they were all brilliant we were a party of ten,we had a champagne breakfast which was lovely all served very well then went into the spa for all different treatments very relaxing place lovely pool area with jacuzzi sauna steam room all great spa staff were brilliant and very professional our rooms were lovely all modern with big double shower and king size comfortable beds again could not fault this spa hotel staff very friendly and very professional we all had an amazing time thank you so much less

We had booked the Quy spa hotel for a hen weekend away. We had activities booked in Cambridge on the Saturday and thought how lovely it would be to have breakfast and a relaxing spa altogether before we headed off home in different directions on the Sunday. We had booked breakfast for 9.45 and we received our teas and coffees, however we had to ask 3 times for jugs of water and our breakfast took an hour to arrive. We had asked the waiter and waitress how long the food would be on several occasions and were told 5-10 minutes. After still waiting patiently, we informed them that 2 guests had taxis booked but there was still no urgency or apology. It had gotten to 10.45 and I went to reception to inform them we would not be checking out on time as we had been waiting an hour for breakfast and that we were pretty unhappy. Instead of an apology, I was instantly told that all parties had turned up at 9 am and we had been informed there was a delay- neither of these 2 statements were true! I corrected them, and told them that we had booked in for breakfast at 9.45 in advance and that No member had staff had communicated about the delay - yet still no apology!!! Once breakfast finally arrived, it was yet another disappointment (see pics below for the measly portion and hard poached eggs that were not worth eating!) and we were never checked on after our food was laid. Although one nice waiter had overheard there was no butter and fetched some for us. After all the wait and annoyance it caused everyone’s mood to lower and everyone wanted to get out of the hotel and head for home, therefore the original idea and reason for choosing this place had become a waste of time and money. I hope that no one has to ever experience this again: it’s a huge venue and should be used to catering for large groups at a time. To the management; its worth looking at sorting out staffing to accommodate large groups of guests at busy times and ask some of your less welcoming members of staff to partake in some customer service training. less

Good things first. The bar staff were excellent. Most of the accommodation is in wooden sheds away from the main building.The room numbers are not displayed outside the sheds so we had to find a staff member to show us how to get in. The entrance hall was covered in leaves and dirt and was not cleaned in the 3 days we stayed. We paid extra for an executive room but in all honesty it was very basic.. no bath , shower only...but no shower caps provided.. The razor point and bath room mirror did not work and neither did the table lamp although lamp was later repaired.It was raining when we were there but no umbrellas provided to get to restaurant ..which did not matter since we could not get a reservation in there since it was fully booked hence could only eat in the bar. There is a large marquee outside which is busy with functions which can make it noisy in the sheds. Definitely not worth the £215 a night it cost us especially when they tried to charge more and I had to produce original booking to get Bill changed. Suggest the reception staff need more training ...and a supply of umbrellas. less