Delicious food and beautiful grounds, but shame about our room
14/09/2018 ALRB1987, Norwich, United Kingdom
The outside and grounds of the hotel are very pretty, and our little girl loved having the garden to run about in.Check in staff were helpful and process smooth,although no staff other than the garden... more
The outside and grounds of the hotel are very pretty, and our little girl loved having the garden to run about in.Check in staff were helpful and process smooth,although no staff other than the gardener were overly friendly or chatty.We had dinner in the bar area- service wasn’t great and staff very inattentive,but the food was delicious- really recommend the bacon and chicken tagliatelle which my husband and I both had and thought was the best we had ever tasted! The cheeseburger and sticky toffee pudding were lovely too.Breakfast the next morning also impressed us-wide range of hot and cold options,all laid out well.
Now to the room....
I had booked a standard room which was in the courtyard opposite reception. Had debated about booking a more expensive option but decided against it due to cost.The night away was a surprise present to my husband for his 30th birthday and for the price and considering this is a 4* hotel I had expected abit of luxury and ‘wow’ factor, but the room really disappointed.Whilst the bed was comfy (though not as big as expected) and bathroom clean and modern, the room was small,basic and dark (I have stayed in better for less than half the price) and upon entering the corridor and our room there was an awful smell like damp washing that has been sat for ages.We initially thought it was the heater smelling funny so turned it off and opened the windows.When we returned after dinner it had cleared but later when we closed the windows it quickly returned.By that point our daughter was asleep though so we couldn’t have complained to be moved.I mentioned it the next day and they said they would have moved us if it had been raised sooner, which is something, but doesn’t change the fact that it shouldn’t have smelt like that in the first place!
We were hoping to make the most of the free gym and pool use but unfortunately couldn’t due to time, but I do think it’s good that they include it as a complimentary benefit.
If it wasn’t for the room I would have given this hotel a full 5 stars, as everything else was pretty good, but sadly the room did let it down for us.I would advise if staying for any special occasion and looking for luxury, to book a superior or executive room instead as I wish I had, as hopefully these are much better. less
Lauren S, Guest Relations Manager at Quy Mill Hotel & Spa, Cambridge, BW Premier Collection, responded to this review
Thank you very much for your detailed review. I am sorry that the room you booked did not meet with your expectation. We do advertise accurately on our website, and I would definitely recommend trying another room on your next visit- I am sure this would suit you much better. The smell of damp you refer to may have been from carpet cleaning in another room along the same corridor, as our system notes that one of these rooms was out of service during your stay. I sincerely apologise if this impacted your stay, and my colleagues would most definitely have moved your room upon this being highlighted to us. I appreciate the reasons why you could not mention this at the time, however.
Thank you for all of your comments, I shall pass on your commendations to the team in our next meeting. The Chef was delighted when I mentioned the Tagliatelle dish; as a new dish on the menu, your feedback is invaluable!
We would love to see you again in the future, for another chance to provide the service we pride ourselves on.