Bournemouth East Cliff Hotel, Sure Hotel Collection by BW

Our visit to Bournemouth March 16th to 20th, was as part of a large group on a Country and Western Line Dance holiday of 5 days 4 nights. My wife and I were originally booked into the adjacent Queens Hotel but due to refurbishment work at that hotel, the organiser of our holiday was requested to move some of her party to the East Cliff. This request and agreement to move hotel was made prior to our arrival. We basically slept and had breakfast at the East Cliff, our evening meal and evening entertainment being accommodated at the Queens. On arrival at the East Cliff our case were left outside by the coach driver, the arrangement being that the hotel porterage would deliver to our rooms. Having waited some 45 minutes and wanting to unpack, I went down to reception and collected our cases myself Our bedroom was clean and comfortable with a few faults - telephone not working due to disconnected cabling being one. Bathroom was very clean with a good selection of toiletries etc although door access was impeded by the fact the door wouldn't open fully due to the layout. The servicing of the room was excellent with all essentials being topped up or replaced as necessary. Breakfasts was self service, a limited range of cereals and the cooked was basically full English or whatever items from such you wanted. No fish or alternatives. With the Corana virus issue worsening daily during our time at this hotel there was sadly no sanitiser gel dispensers any where to use.

Morning Nathan , Me and my boyfriend booked to stay at your hotel for Saturday night for a short stay away as we had been working hard recently and just wanted a well earned break away from our busy busy life's back at home . Apon check in we witnessed two guests in front of us complaining about the room . One guest got a full refund and went to another hotel the other got a free bottle of Prosecco and was re located . When we checked in we was told no information about the hotel we were handed are room key and charged a additional £10 for parking which was not mentioned to me on booking.com . I have stayed at other hotels in the area and not been charged before . When we found our room the lady had written the room number down in pen and it was the wrong room so I embarrassingly had to apologise for disturbing a current guest . I tried the room next door which was ours . When we arrived in this room it was very dirty the carpet had black marks all over it . The kettle tray was dirty , the bath room was also not clean and very out dated , as for the balcony I would not call that a balcony it was a roof full of moss . , furniture was all chipped . When I choose this booking I also booked a double bed not a twin this had twin beds . I went back down stairs and asked the lady nicely if I could change rooms and explained I don't like complaining and apologised to her . She never once apologised she just said I can try some other rooms if I like I went to another room which was a little better well this is what I thought I accepted this room . What I found wrong with this room Lampshades dirty , bedside lampshade not working , carpet not hovered properly, bathroom had hair from previous guests , cracked tiles , glass door to bathroom not cleaned , cracked hole in the wall , springs in the bed sticking out . Coffee stains on coffee tray . This is not how I expect to find a hotel room that I paid £87 for .!! I run my own cleaning business and my girls would not get away with this standard of cleaning I really think your house keeping team really need to learn the basics . After this we went down to the down stairs bar we had to wait for some one to arrive from behind reception I asked for a larger on the draught she said we don't have that no sorry or no reason . At this point a lady came in with her dog I heard the receptionist tell her she can use the Carlton hotel we were not once aware of this . The receptionist did not tell us that the hotel restaurant was shut tonight or make us aware that we could use the Charlton hotel I get the impression that this hotel is struggling and your try to cut costs but this is not acceptable when your charging £87 a room minimum. We went across to the Charlton hotel and had a couple of pleasant drinks. We came back and went to bed I slept for around 2 hour's altogether. Got up in the morning to have a shower to cold water this was really not helpful after a rubbish nights sleep . So before we left we went to breakfast we was greeted by room number no good morning . He said our coffee machine is broken we have filtered coffee how long has this been going on for as I saw a review at the beginning of February with this same problem .? Maybe they should book a engineer .? . The breakfast it self was not great , half frozen hash browns , greasy bacon , no danish selection , pink sausages , milk had ran out . I'm really sorry but this is a true and honest review of my stay with you I'm utterly gutted and have been so upset with your poor service in all areas I work hard for a luxury stay which was so far from this This is the email I sent to the general manager over 7 days ago after he advised me he was carrying out a investigation he has not even bothered to reply to me to say he has received my email the service we received during our stay and now after our stay is the worst service I've ever experienced in my whole life . No wonder the staff don't care if the general manager emails you and asks for a detailed break down of your stay then decides to totally ignore our concerns I suggest avoiding this hotel at all costs .!!! If I could rate this hotel zero I would

Stayed for 1 night with my husband to attend a gig at O2. Location is stunning with panoramic sea views, the breakfast was varied and tasty and staff all very friendly. Sadly the room itself let down the trip badly, the floor was slanted in several places and made awful creaking when walked on, so uneven it made me feel a little motion sick. Even the TV on a set of drawers was slanting to one side. The bed very uncomfortable, small and poor quality for this type of hotel and on wheels which means on a slanted floor it moves when you do. Towels in the room on arrival were dirty so had to take to reception to get replacement (this was then bought to the room by very helpful reception chap) The hot water for the shower takes an age to come through, shower must have been running 5 mins before it got warm, very wasteful. This hotel is very old and run down, in serious need of a refurb. That being said we still enjoyed our trip and the sea view was a big bonus. I wouldn't return to this hotel unless full refurb had taken place