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Best Western Dolphin Hotel, St Ives

London Road, PE27 5EP, St Ives, Great Britain - Voir sur une carte
Best Western Dolphin Hotel - Façade Best Western Dolphin Hotel est idéalement situé dans le centre de St Ives. Venez découvrir et profiter de notre hôtel à côté des principaux sites touristiques. Réservation au meilleur prix et offres exclusives toute l'année.

Le Best Western Dolphin Hotel offre (en toute modestie, bien sûr) 67 chambres de luxe, un magnifique restaurant et plusieurs bars. Il est idéalement situé sur les rives de la Great Ouse dans la ville pittoresque de St Ives dans le comté du Cambridgeshire. Avec des vues spectaculaires sur les belles prairies environnantes, le fleuve et le superbe pont datant du XVe siècle, vous aurez tout ce dont vous avez besoin pour un séjour reposant.

Best Western

Dolphin Hotel

Itinéraire vers cette adresse

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Les points forts de l'hôtel

  • Internet haut débit gratuit
    Internet haut débit gratuit
  • Salons/bars
    Salons/bars
  • Air conditionné
    Air conditionné
  • Parking gratuit
    Parking gratuit
  • Parking extérieur
    Parking extérieur
  • Réception 24 heures sur 24
    Réception 24 heures sur 24
  • Bain à remous
    Bain à remous
  • Personnel multilingue
    Personnel multilingue
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Avis de nos clients

En partenariat avec tripadvisor fr
Basé sur l'avis de 631 voyageurs
Note attribuée
Excellent
121
Très bon
149
Moyen
158
Médiocre
95
Horrible
108
CONSULTEZ LES AVIS POUR
En couple En couple
180
En famille En famille
157
Escapade entre amis Escapade entre amis
96
Professionnel Professionnel
101
Voyage solo Voyage solo
31
RÉSUMÉ DES NOTES
Propreté
Emplacement
Chambres
Service
Literie
Rapport qualité / prix

"Stood still in Time!"

2
User 14/11/2019

This place has not had an update in decades. The rooms are average but the feature wall in my room needs a wipe down. The restaurant menu is limited and average, potentially worse than spoons. The fish was tasteless, the pie was a Pukka pie and the pizza looks like it's a frozen Chicago Town Stuffed Crush Pizza. I'm glad we're moving hotels next week. Guys it's time to invest something in this place! THE GYM IS SHUT AND WILL NOT BE OPENING AGAIN, DONT BELIEVE THEIR WEBSITE

"Night away"

4
juliebD2988IF, Eastbourne, United Kingdom 05/11/2019

We had a lovely time only stayed one night but staff was all lovely especially the ladies in dining room very friendly and nothing to much . Comfortable room was very clean no complaints there. Only one thing was from corridor to reception smelt of dog other than that. Lovely thankyou

"Don't go to this hotel"

1
r0njea, Gosport, United Kingdom 04/11/2019

Terrible hotel,the worst I have ever stayed in. The room was ok and comfortable but the public areas were terrible. There was no heating in the lounges, it was freezing cold, the restaurant was closed and the menu was an everyday pub menu. When we ordered food a member of staff had to go through to the kitchen to check on whether we could have our order as some of the items may leave the chef short at breakfast. At over £ 100 per room per night you would have expected much, much better. We stay in Best Western hotels all the time but this one leaves much to be desired. My wife and I were booked in for two nights but left after one night. Awful hotel.

"Superb location, perfectly good hotel."

5
Philip B, Chichester, United Kingdom 04/11/2019

The hotel is perfectly located just across the river from the historic town of St Ives. We had a very Friendly welcome and registered the car for parking. The room was clean and warm and a good size with a small seating area. Massive walk in shower/wet room. The room was number 10 which is in the far ground floor corner of the hotel by the entrance and exit, so did get noisy at times, but as this was a cheap groupon deal , thought this was acceptable. On the first night we ordered a meal from the bar, not an extensive menu but it made the choice easier .we had the choice of sitting in one of three good size and comfortable rooms (all with views of the terrace/river)The food was served swiftly and was very good ,good portions and reasonably priced. The breakfast was very good and the room had great views over the meadow and river. St Ives is worth exploring as it is only a short walk over the historic bridge. The hotel location is mid distance for Ely (cathedral is well worth a visit as is the waterfront) and Cambridge. We visited both and really enjoyed our days out, plenty to see in Cambridge. The hotel is not 5 Star and doesn't pretend to be , but is perfect for a short break. Good value if done through groupon .

"Adequate"

2
cheepskate, saarfen-d'on-sea 31/10/2019

This is modern building located in a quiet (no significant traffic noise) meadow & river-side position adjacent to the medieval town bridge at St Ives, so access on foot to the town centre is good. There is a huge car park (operated by a parking enforcement company - do not get caught out! Register on the tablet in Reception or it will cost you). There is a large terrace with seating overlooking the Great Ouse, meadows & St Ives town. During our stay a smokers' gazebo was occupied by an occasional loser poisoning themselves with rabid carcinogens. Keeping upwind allowed us and others to enjoy the view despite the autumnal weather and toxic fumes. Rooms are all a good size (and we saw several). Staff at Reception and Breakfast were polite. Those are almost all the goodish bits. The hotel's public areas are tired and worn. The corridor to one wing was both a building site and rubbish dump for the bar (photo). Used glassware, dirty plates and laundry was in the corridor outside rooms (at 5.00 p.m.). Having seen considerably around the hotel we decided we could not have a drink or evening meal in such a seedy atmosphere so went into town where there is a fair choice including a Wetherspoons (Swan & Angel). Beware tho', many restaurants are closed on Sundays. Although we had booked a twin room, at check-in we were allocated a double, then on return to reception another double, until 3rd time lucky we got our twin. The young woman on reception was utterly charming and doing her best but was clearly not adequately briefed by management as to room configurations. The room itself was larger than expected. Many features were clearly recently refurbished yet perversely others were visibly damaged. The beds were OK, and the room servicing was of a good standard. In-room features - TV, kettle, tea/coffee were all OK. The automatic light/fan in the bathroom was a big irritation with us as with previous posts on TA. Like others, we also never managed to get any hot water in the shower or washbasin despite leaving the HW tap running for what seemed like ages. My guess is that this establishment lives off a foreign mass tourism industry with an ignorant clientele sent here by tour companies motivated by a price point and not quality. Possibly also "event" booking. Individual independent travellers are not part of their target clientele. nI would never choose to stay her again. Ghastly.

"Awful"

1
User 25/10/2019

Like the start of a creepy horror movie. The lady at the desk was really nice but everything else is knackered and really awful. The TV was on when I got to my room which was creepy. I was really looking forward to a bath after a long day of work but this piece is broken off and rusty. I hate this place and I'm pissed that I spent £75. Honestly, just stay away.

"Weekend away"

3
831lou, Greater London, United Kingdom 22/10/2019

The hotel is in a stunning location by the river with a lovely view of the bridge into St Ives. The breakfast was good but didn't try any other food. I have mobility issues and the room was easy to access and the bathroom was great, the room was clean and my only gripe was the bed was too small. The hotel was having some work done but several areas looked tired and could do with a refurb. The staff were very helpful and friendly.

"Lovely"

4
Michelle C, Cambridge, United Kingdom 21/10/2019

Really nice hotel on the river so you can sit out with a drink and watch the boats and Swans It's a beautiful spot with a quaint little bridge that leads straight to the Lovely Town The breakfast in the hotel was buffet style and really good Lovely room and comfy bed

"Anniversary Weekend Away"

3
spenceybing, Milton Keynes, United Kingdom 20/10/2019

Upon arriving the hotel looked worn and tired, Reception Staff friendly and always willing to help and advise. Room 40 as it was a Family Room it was a nice size, Bed was hard but suited my back, Pillows also I prefer hard but where sadly very soft, Bathroom (Wet room) not great, Firstly why on earth do you require a movement sensitive light is to me beyond all reason, during the night if you required the bathroom you automatically woke up everyone else in the room (GENIUS), as it was a family room imagine having children whom are so tired they are miserable and you've settled them done only to require the bathroom and because of light wake them up. Mind Boggles to the brains behind that, secondly also with the bathroom unless you had the heating on, the water took between 3-5 mins to heat up. I have to say in all my years of business or leisure in 2 star up to 5 star hotels I have never ever had to wait for the water to heat up. Very sad, granted it may have only been my room, but if its like this throughout the Hotel then this really needs addressing. On a very high note the staff as I said earlier were very pleasant and nothing was too much for them, Plus where the hotel was situated was perfect beautiful scenery over looking the River etc, My wife and I had amazing experience. Yes I would stay again but would straight away check the bathroom out before unpacking so that I may change if needed.

"Beware of the pet friendly rating and hidden costs."

1
User 13/10/2019

We made a booking to stay here overnight while en-route (within 1/2 hr of our arrival) as we thought this would be easier than just turning up. We checked to make sure it was pet friendly as we were travelling with our dog. It said there would be a charge, but we expected this although it didn't specify how much we wrongly assumed it would be around the same as other hotels we have stayed at. On arrival I was completely ignored by both members of staff behind the reception desk until they had finished whatever they were talking about. After which the one apologised for the delay. I then confirmed my booking and that the hotel was indeed pet friendly. At which point the second member of staff took over. This particular lady, I felt was actually quite rude in her attitude to me. I was told they had two rooms that were specifically pet friendly and on questioning this, that these rooms didn't have carpets so that there would be no dog hair problems. At this point I was told there was a charge of £25 for the dog plus a £50 deep cleaning fee. I was absolutely shocked to hear this £75 extra for bringing the dog! Never have I been asked to pay for deep cleaning before, and if this is standard for this hotel it should be clearly stated on the booking website. So you are aware when you make your booking.

"Excellent staff - shame about the hotel!"

3
123987ABC, Chichester, United Kingdom 13/10/2019

Room and decor of the hotel in general was poor quality. Eg: light in bathroom not working and bare wires showing; main light in bathroom kept going on and off - initially triggered by movement as you enter, but if you didn't move for a couple of seconds, it went off and you had to wave your arms around a lot to turn it back on. However, all the staff I met were cheerful, extremely courteous and very helpful. Beer good, food also.

"Very nice hotel but mattress unbelievably uncomfortable"

2
Christine R, Windsor, United Kingdom 06/10/2019

We had a short break in the Dolphin Hotel to visit St Ives and Cambridge last weekend. Lovely hotel,(if a little bit tired looking inside) beautifully situated surrounded by the river, and conveniently adjacent to St Ives bridge. The terrace has riverside seating, the restaurant is spacious with beautiful views. The evening meal was very enjoyable, as was the breakfast. The staff were very polite and helpful. Our room was also very spacious, but the 'all rooms have en-suite bathrooms' is actually an en-suite shower room (not really a problem as l prefer a shower, but my husband prefers a bath, so he wasn't too happy). The huge negative concerning the hotel was the mattress. We found it unbelievably uncomfortable, and l mean really uncomfortable ! It was so hard we might as well have slept in the carpark. Not the best night you would want when you have another day's sightseeing still to go ! We quite regularly stop over at hotels to see different parts of the country, and l can honestly say this was the worst mattress we have come across ! Best Weston you let yourself down by your mattresses. One other point, after quite a lengthy journey, we arrived and was ready to book in for 2pm, only to be told 'our room wouldn't be ready until 3 or may be 3.30, but try at 3' which is something else we have never had before. We returned at 3 and our room was ready, but it should really have been ready at 2. Hotel, venue, staff, l would happily rate 4, but the unbearably rock hard mattress takes the whole visit down to 2 - if not 1 !

"Sunday Lunch visit"

3
keziahjane, Cambridge 29/09/2019

Aware that the hotel offers a lunch carvery on Sundays was the reason for our visit. Although we chose to eat at 1.30pm there was still a good choice of roasts to satisfy the choices of our small party of three. The food was plentiful and reasonable for that delivered by a hotel chain. Staff were friendly, helpful and attentive. Yes, the interior fabric of the building looks a bit tired and dated, but the location is superb.

"Not as bad as the reviews I read after booking!"

3
User 23/09/2019

Stunning views over the river, especially if having an early breakfast before everyone is up and about. Breakfast outside was one of my highlights of our stay here. We booked this hotel by mistake and couldn't get a refund due to the merchant we booked from, and we read the reviews on various sites for this hotel - as such, we were really quite dreading our stay, however we were pleasantly surprised as it actually wasn't as bad as the reviews at all, and we've stayed in worse places than here! The views really do make up for a lot of it. We stayed for one night - room was okay, all we needed was a bed and a clean bathroom. It ticked the boxes. Breakfast was good, had a bit of variety and staff were very helpful (and friendly) when asked what was vegetarian. We were supposed to have dinner, but chose to eat out instead. The lady who works in the morning on reception was very friendly (and let us keep our bags in reception whilst we needed them to be watched), the lady who does the night shift, not so much - very abrupt at times. Due to circumstances, we had to stay an extra night, and were given a different room, which was an upgrade of the first. Much better, and much cleaner than the first as well.Bathroom was very good. Doesn't have a lift, so accessibility a bit of an issue, but it's quite a dated building. Just needs a huge facelift and it would be perfect. Have to say this is probably one of the better places to stay than the alternatives in St Ives. Not a bad stay at all, especially if you can get it on offer.

"Good location but shabby hotel"

2
User 23/09/2019

The location is spectacular but the hotel seems tired and the staff also. There was a smell of stale food when we entered and the receptionist at the time was rather unwelcoming. The food was rather awful although the breakfast is copious.

"Better than expected."

4
User 22/09/2019

My sister and I booked this hotel for a Weekend crafting. On the way up on the train we read the reviews which to be honest were not good. However when we got there it was a completely different story. I have no idea what those writers were expecting but hey. We were happy. Fiona the receptionist was friendly and very helpful. The breakfast was laid out very well. Well thought out for vegetarians. Meat at the far end so no cross contamination from meat to eggs, tomatoes etc.the chap in charge of the dining room friendly, funny and helpful. Dinner was fine and a great view of the river and the bridge. What more do you want. Room was fine, good night sleep, hot water. All good. Fiona was on reception again this morning and was very accommodating allowing us to leave our cases. It is a bit tired looking but aren't we all? Overall I'd say don't listen to all the bad reviews. Give them a chance and make your own mind up.

"Disappointing management."

1
User 22/09/2019

We were supposed to be attending for a jazz and blues festival weekend with some of the bands booked to play at the dolphin. Dispute the organisers of the event having meetings with all the local establishments involved the Dolphin included, the management failed to tell them that they had failed to engage staff for Sunday afternoon headline eight piece Jazz band. This should have been an opportunity for the Dolphin to show case it's self as the best venue in town. They are a shambles! There's no excuse. Best western should disassociate with this management. It's poor at best. We have tried several times to like the Dolphin because of its position on the river. But the managers fail!

Managerproperty, Guest Relations Manager at Best Western Dolphin Hotel, responded to this review
Dear Sue We do apologize but we had to cancel the event due to the complaints of our neighbours regarding music events held at the hotel. As it stands, while we agree with you that we could be an excellent venue, the complaints our neighbours have made to environmental health complaining of music events at the hotel had forced us to cancel the jazz event.

"Dreadful condition but ideal location"

1
EsmeBennion, Chicago, Il 16/09/2019

This is a dirty dump - what a shame! This hotel has gone downhill since I was here a few years ago. Rooms not ready on arrival, and were told they had said 4pm, when reservation said 2pm. Then they fessed up - " staff shortage". Room had a broken ceiling blind, which they patched with a black refuse bag! Dirty floors, old stained toilet. Room never made up for our day 2. Public toilets have sink fixtures that don't work and are dirty. Outdoors never swept,. Ugh. Restaurant for lunch and dinner now only has bar food order which they deliver to the table. Very very slow service. We had to remind them and obviously the food had been waiting under a hot lamp for someone to bring to us! Two hideous sheds have ruined view of beautiful old bridge from patio and restaurant. But it is cheap and has great location. Needs new management.

"Lovely weekend"

5
StuartDC66, Blackpool, United Kingdom 15/09/2019

Stayed here for 2 nights as was in town for a family wedding, plenty of parking, rooms nice and clean, we had one overlooking the marina to the rear. Breakfast was plentiful and very very nice, lots on offer. Staff were very attentive and helpful with local information. Will definitely return

"One night stay en route to Yorkshire"

3
jackie t, Battle, United Kingdom 13/09/2019

Stunning setting overlooking the river but hotel looking tired & dirty.Dining room for our evening meal was so filthy - carpet needed cleaning which had obviously not been done since breakfast with cornflakes, tomato sauce sachets on the floor. The stretchers on chairs need a good dust. Very basic food served on a sticky table. It could be so much better if more attention was paid as the situation is superb.Tv reception was really bad in the bedroom. You would have to have 6ft arms to turn the bedside lights on & off, it was laughable.

"A bit shabby"

3
AnnaPaterson, London, United Kingdom 11/09/2019

Helpful staff but overall left feeling rather disappointed. The fabric of the hotel has become tired and could do with some updating. Family room in one of the annexes was fairly shabby, stained fabric on the chairs & carpet, mold marks around the bath grouting, difficult to grip bath taps. Sunday breakfast was tasty but it seemed as if the hot food had been hanging about a while so much of it was dry or congealed so a bit unappetizing. Good tasting coffee but tepid. Poor selection of fresh fruit. Friendly staff at reception & in the dining room (although not many visible at breakfast). Maintenance guy helpful and attended very promptly to bleed the bedroom radiators which were full of air so not heating up - problem sorted immediately. Great location and views over meadow very easy on the eye, short walk into town.

"Nice Hotel"

4
User 10/09/2019

Other than the restaurant being closed on Sundays the day of our stay. Which meant we had to walk out in the evening and find somewhere to eat, all the receptionist said was when asked where could eat was there are a number of places over the bridge no recommendations and nothing in the about what was available in the town. The hotel was clean but the room seemed rather sparten but comfortable. Poor selection of fruit and yogurts at breakfast but the cooked food was fine except the sausages which seemed overcooked

"A very pleasurable direct booking with a lovely young lady!!"

5
HowieSheffield, Sheffield 04/09/2019

Just booked a weekend at this beautiful hotel with a good recommendation from my sister! We went direct to the hotel and the receptionist, Jemma, was so helpful,polite and easy to talk to, it was a pleasure to make such an easy booking. Thankyou so much Jemma and hope to meet you when we get there!!

"Break"

3
User 04/09/2019

The hotel is in a fantastic location the room was lovely and clean but only one small window so felt a tad claustrophobic The breakfast was ok There was lots if stuff in the corridors which looked really untidy/health and safety wise Reception staff not very freindly we had a two night stay finishing both nights with a drink in the bar on both nights I had to ask for loo paper in the ladies to which the receptionist replied they will steel anything the guests.... Afternoon tea was not very nice just a couple of sandwiches really not enough for two people and those awful colourful plastic looking cakes we were not offered a selection of teas as it states in the brochure just tea or coffee....even though we had pre booked the day before and the restaurant was not busy we had to wait an age for it to arrive I did complain to reception who said she would pass on.my concerns but she didn't seem to care and I never got an apology or any comeback so bit miffed

"A lovely hotel in beautiful location"

5
jackiehawkins73, Halstead, United Kingdom 03/09/2019

I was worried before visiting as reviews were not good... but my goodness what a lovely hotel with stunning views. The room was a good size. Breakfast was lovely and staff nice too. Local area has lots to offer, nice local pub, very friendly. Nice restaurants and lovely little village. Definitely wouldn't hesitate to stay again ! Thank you Best western dolphin hotel

"Amazing location"

4
cass36, London, United Kingdom 03/09/2019

Stayed at this hotel 28th/29th August and after reading some of the reviews was dreading it.. However, on arrival reception staff were really nice and after checking in to our room discovered the hot water wasn't working. Was moved to a lovely room overlooking the river, very clean bedding , good size and fluffy towels.One gripe and something that makes me retch is cleaners not cleaning plug holes (hotel management, please take note. Breakfast was really good and the location couldn't be better..If you get a chance the chinese just over the river on the left is a must, also had good value food and drinks in the Weatherspoons on high street.. Yes the hotel is a little tired and the grounds could do with being cleared from the night before a little quicker but that would not stop me returning... Free bottle prosecco was nice but would have liked to take it and sit in the lounge instead of having to drink it in room or take home.

"Generally quite good"

4
Paul M, Wetherby, United Kingdom 03/09/2019

Unfortunately our visit coincided with the bank holiday weekend, the hotel had arranged a very loud music event which had little to do with ordinary guests. On the first night the bar area was absolutely packed, trying to get a drink was almost impossible, and when you did the prices had been increased considerably for the event. The hotel was very short staffed and it took them virtually all of the next day to clear away glasses and crockery. The next day Monday still no staff and getting a drink or food was very slow. On the good side the rooms were spacious and clean, and because of the wonderful weather, and the lovely town of St Ives and the brilliant location of the hotel next to the river we had a lovely time. It could be so much better if only the management realised what a lovely goldmine they could have if only they put a little effort in to running the place.

"Words Fail Me"

1
jeremydQ3760CA, Ripon, United Kingdom 28/08/2019

I have held off leaving a review because I was attempting to resolve a significant issue with them directly but I am going around in circles. Firstly most of the individual staff are pleasant and hardworking, especially a very chirpy member of the cleaning staff. However for the three nights we were there one of the marked disabled bays was permanently filled with a car that turns out to be that of the non disabled manager. The only other bay was occupied (I day legitimately with a car displaying a blue badge and two days with cars not displaying a blue badge). The manager hash denied it is their car (in writing) despite a member of their staff stating it was their car and now they are attempting to have the bay redesignated as a managers parking bay. They have also denied that the bay was an official disabled parking bay, despite signage, because there were no yellow lines... They are proposing to create new disabled parking bays, in the lower car park. This is the furthest point from the entrance, at the bottom of a steep slope on an uneven surface liable to flooding. The car park is managed by Enterprise Car Parks who clearly do not enforce these rules but will, I am sure, fine you if you park there without paying. Best Western appear to deny any responsibility as it is a privately owned franchise hotel. The hotel markets itself as having accessible rooms, which it does. However if you make it so difficult to access the building, what is the point and does an able bodied manager feel their status takes precedence over the needs of customers. The attitude does explain why hard working staff seemed so unhappy at times, nervous customer complaints were heard every time you went through the lobby, a huge pile of beer barrels were piled of the main lobby, staff admin areas or possibly customer work areas were created in corridors or the bar (in one case right next to the pile of beer barrels) and to add insult to injury I need assistance getting through entrance doors as well. Some nice staff, a great location and bloody awful management, abdicating responsibility brand owner and rubbish car parking company. Otherwise no problems.

"Birthday"

1
User 27/08/2019

Stopped 1 night 24th August the Location was stunning on the river the hotel was dirty, old & needed totally upgrading & renovating it could be a great hotel it needs a lot of TLC, wont be stopping there again

"Groupon disco"

2
don d, Trie-sur-Baise, France 27/08/2019

As other reviewers have noted the location is excellent, but that's about it. When we arrived we found that the hotel has no lifts so we had to drag heavy cases up the stairs. There is no air conditioning and with record temperatures the room was unbearably hot. We had to register our car in some sort of ANPR parking system. There was no way to register the car for the whole stay so we had to go to reception to re-register it every day which was a bit of a nuisance. We had booked a twin room but the room we were given turned out to be a double. According to the receptionist the manager has decided to aim for the Groupon market and offer romantic weekend deals. This meant that twin rooms were being converted to double rooms but the receptionists didn't know which were which. They tried to tell us that it was a standard double bed but it was the smallest double bed I've ever seen and we didn't want it anyway. As a result of the beds being changed there was a useless mains socket in the middle of the bed to bang your head on. Eventually they found a twin room for us to stay in. Then just when we thought they had got things sorted out our key card expired and it was off back to reception again. Complete confusion! Old beds and beer barrels were standing around and the place looked more like a junk room than a hotel. The bathroom had an annoying light that went on automatically when you walked in. Switching on the light in the night wakes me up and it takes me hours to get back to sleep again. The staff seemed bored and disinterested. Not even a friendly “Good morning” on the way to breakfast. The hotel used to have a nice restaurant but now it's limited to bar snacks. One evening we tried to order a bar snack but they wanted our “voucher”. Uh? Why do we need a voucher to order a bar snack? The hotel also hosts what is euphemistically referred to as “Audio House”. This means basically that the bar area gets converted into a disco which fills up with young people getting drunk and shouting and makes an awful noise until the early hours. If you have a room near the bar it will keep you awake. The outside terrace overlooking the river which would otherwise be quite pleasant gets taken over by disco visitors and slowly transforms into a sea of empty glasses which no-one clears away. Maybe OK if you're there for the disco but not what I expect as a hotel guest. I could mention all sorts of other things such as being woken up by early morning deliveries, the “continental breakfast” which was limited to a plate of croissants next to the toaster, or the bar staff who didn't have a clue as to what wines they had. “Best” Western? Groupon hotel? St. Ives night club? Who knows? We won't be staying here again.

"Fawlty Towers without the humour"

1
OwenG902, Smalley, United Kingdom 26/08/2019

After booking this hotel for a one night stay (25/08/2019) I read the reviews. Some were bad and I thought it cannot be that bad. I was wrong it was worse. It was dirty and untidy. Staff do not seem to put away things, such as brushes away and left wires on the floor for people to trip over. On arrival we met a friendly receptionist and were allocated good size rooms, with a comfortable bed and a decent walk in shower. After that things got worse the soap dispenser was empty in the shower room and when I tried it I got a handful of brown gunge. For the rest of our stay we found the staff unhelpful. Rude and indifferent to our need. The breakfast was awful. But these things became minor when we discovered there was a sort of pop festival being held in the grounds. Consequently the restaurant was closed and the bar was so crowded you could not get a drink. We went into St Ives to find some peace and when returning to the hotel we had to go through a police cordon and the hotels security staff. We were told there had been trouble the night before. On the entering the hotel there were throngs of noisy, swearing drunks and the hotel was indifferent to the needs of its paying guests. Reading other reviews I find other guests have similar complaints. This hotel does not provide all that it's website promises. It needs to get cleaner, more hygienic and train staff in customer welfare. It also need to decide whether it is a hotel or a site for late night drinking and loud music. The two do not go together.

"Leisure Break"

4
Tony T, Wolverhampton, United Kingdom 25/08/2019

After reading some negative reviews I didn't experience any problems. Reception excellent. Room good. Staff friendly and helpful. St Ives a lovely town with excellent restaurants. Buses run frequently to Cambridge. Would recommend.

"Perfect wedding"

5
User 22/08/2019

I recently celebrated my wedding at The Dolphin hotel and it was fantastic. I had international guests coming over that were all accommodated for. The staff went above and beyond to make sure I was totally satisfied with everything. All the guests commented on how great the food was. All staff were polite and friendly. We stayed for the weekend and our room was perfect. Very clean with beautiful views of the meadow. We ate in the dining room every evening with no complaints. The menu was varied and the food was very good, as was the service. There was something for everyone. I'd highly recommend having your wedding there and all your guests staying over! Thank you to all the staff at the hotel for making my day truly memorable.

"A good stay"

4
Irvmags W, Bolton, United Kingdom 19/08/2019

We were book in for a double room but when we were given the key we saw the room had not been cleaned from the previous guests.. We reported this to the reception and they told us they didn't have any cleaners in Saturday afternoon they then allocated us the only available room which was a twin room.. The room was nice , quite spacious, comfy beds and a good shower.. We stayed for a two night break 9n a bed and breakfast deal the breakfast was adequate, a good choice. .We will use this hotel next time we are visiting family in the area.

"Stunning location"

4
Rachel M, Nottinghamshire, United Kingdom 19/08/2019

Stayed here as part of a Wowcher offer, 2 nights bed and breakfast, evening meal on the first night and a bottle of prosecco. I was apprehensive after reading some of the reviews, however, some of these are totally unjustified! Parked in the hotel car park, which is free for hotel guests. We were greeted at reception and advised of what the offer covered and was handed our nice cold bottle of prosecco... great start to our mini break :-) The room was tidy, modern and clean and the room we had was right next to the lovely riverside terrace which has the evening sun. We had our evening meal in the bar, which had a good variety of pub food and vegetarian options. No complaints at all. The bar staff were very friendly, shout out to Sarah who was lovely! Breakfast had lots of variety to chose from, fruits, yogurts and pastries as well as full cooked English. This is all self service and they can cater for vegans etc where the milk and things are concerned. Again, no complaints on breakfast choice and standard. Parts of the hotel itself are a little dated but this didn't spoil our break in the slightest. My only point for the hotel to note is that there is a picture in reception that has been defaced and should be removed as this doesn't give a good first impression. However this is a very minor detail and one the hotel can easily sort. Wifi is free and you will not be disappointed with the views from the terrace or the dining areas.

"Lovely village and hotel with amazing views"

5
dandjbaker, Birmingham, United Kingdom 19/08/2019

lovely staff and great breakfast, all for an amazing price. The rooms are spacious large comfy bed and very clean. The breakfast was great with a large choice of food. The views from the bar and restaurant are wonderful. We stayed 1 night passing through, such a lovely village, I will definitely return.

"A Big Disappointment"

1
Maureen R, Coventry, United Kingdom 18/08/2019

Just back from a 2 night stay in family room. We paid full price no coupons no free drinks Walk in and first thing you see is a vandalised painting not a good first impression a blank wall would be better. Overall the hotel is very dirty and dated. There were beer barrels in the corridor a seating area that was not defined looked like dumped settees. We were on the first floor, stairs to room no lift. When we got to our door what a surprise 13 more stairs to our room. Not easy for family. Bathroom smelly toilet holder broken towels like sandpaper, curtains hanging off rails and the beds uncomfortable. TV reception intermittent. Breakfast ok usual fare tables not cleared very quickly. Staff under resourced. Location is brilliant needs a hotel to match this isn't it though.

"Groupon offer"

4
User 13/08/2019

Visited for my husbands birthday using a Groupon voucher. Receptionist was really friendly and helpful. Room well equipped and comfy. Breakfast was nice. Huge facility with nice outdoor seating area by the river and a short walk, over the bridge in to St Ives which is a lovely town to visit.

Managerproperty, Manager at Best Western Dolphin Hotel, responded to this review
Dear Jenny Thank you for your review and your positive comments will be passed onto staff. Please visit us again.

"Groupon High tea for 4"

2
User 12/08/2019

Arrived to find a water leak on entrance to hotel car park, open drain and water spilling out. Reception covered by 2 members of staff who advised about car park charge even though we were using the facilities. Over all appearance was untidy, scruffy and very outdated. There was a large picture hanging as you walked in that had been added to with either guests or staff drawings and wording, which looked a mess. I began to fill with dread as this was a terrible mistake and waste of my hard earned cash! Went through to bar area which was ok and there was a pleasant young lady who at first seemed a bit bemused when i said we had a groupon deal booked. We sat out side as this seemed the better choice. It was very run down and scruffy. The rattan tables didn't have the glass tops (i guess they were broken) so we kept the tea pot on its tray. The parasols were mismatched and in need of replacement. The surrounding brick wall was virtually derelict and broken down. Not sure when the outside promotional photo was taken but it cant have been within the last 5 or even 10 years. The place felt dirty and grubby which made enjoyment of the afternoon tea very difficult. The sandwiches were fine and scones were very nice and warmed. However the other cakes were not homemade and didn't taste good so most of those were left. Our waitress was polite and helpful though. On the way out we visited the ladies, which we didn't use in the end as toilet roll covered the floor, the rolls were empty and the toilet seats were broken or non existent, it all needed a clean. Passed by reception as we left and informed the now 3 staff members of the toilet situation of which they didn't seem too bothered but one of the ladies did look as though she might check it out but i don't know if this happened. Safe to say i wont be going back to the Dolphin any time soon, it is a dump and in need of a lot of cash and attention as it did used to place St Ives would be proud of, as it stands today i would say don't bother.

"Lovely Location and Hotel"

4
ABrice, Eastbourne, United Kingdom 12/08/2019

My friend and I choose this hotel as it was halfway between Chester and Eastbourne. We had a lovely time at the hotel. If you have never been to St Ives in Cambridgeshire then I would thoroughly recommend it and I would stay at this hotel. The staff are very welcoming, although the hotel is a bit tired it still didn't dampen our stay.

"Fantastic Location but that's it"

2
User 06/08/2019

Beautiful location but very dated in need of a make over. Restaurant had dirty windows with cobwebs and dead flies. Tables not cleared and had to go find cutlery myself. Loud thumping disco on a Saturday night so would advise not staying there at a weekend. Not enough staff on the bar I gave up trying to get served. Internet is very hit and miss. No air conditioning in rooms. Bathroom rather grubby with old fixtures falling off the wall. TV in room no signal. The only nice thing is sitting outside on the terrace by the river

"Bargain Groupon"

5
User 05/08/2019

Not sure of the basis for some of the negative reviews. This was a bargain from start to finish. Bed and breakfast and a bottle of Prosecco for £59 with a discount code down to £50 and the Prosecco on the menu at £21, the hotel really nice, the staff pleasant and the riverside location fabulous what's the problem. St Ives is a really nice town . We shall return

"Lovely hotel in great location."

3
User 04/08/2019

Had a lovely stay at the hotel with the girls, the staff were accommodating to our needs food was nice and the location is lovely. We hired a private boat which was £8.00 for 8 people for an hour Andy the driver was very informative whilst on the trip. Rooms were nice the hotel in some parts require updating but we could see that they are in progress with this. Good weekend away!

"Food good, outside area dirty"

3
ZLDH, Cambridge, United Kingdom 04/08/2019

Visited here with friend today. We had the Sunday carvery which was good value and tasted delicious. After we ate we went for drinks outside. The setting is beautiful and they have obviously tried hard to make the seating area more appealing, including adding lovely seating right by the river. However, the outside area looked dirty. There were no staff collecting glasses and plates and these were piled high on empty tables. There was litter on the floor. There were not many customers, so no real reason why tables were not being cleared. The bar was painfully slow with only one person serving. The glass I was given was filthy. As a local person, I really want to support this business, but it needs more staff and better customer service. It won't stop me trying it again as it is definitely on the up, i am hoping I just visited on an off day.

"Never Again"

1
jennymoore1, Epsom, United Kingdom 03/08/2019

We have just arrived home from a 2 night stay at Best Western- Dolphin Hotel which is in the most beautiful setting right on the river with meadows surrounding. We booked an executive balcony room. The room looked over a cutting with moorings for the holiday boats. The view over the meadow behind was very pleasant. You are by now thinking what was the problem, I will try to keep it short. The bathroom smelt like drains, there was mould round the shower and sink. If you kept the plug in the sink and the fan on it wasn't too bad. The room needed airing, although the bed linen was clean the room was dusty with cobwebs round the windows. The window frames were black where they had never been cleaned. The voile curtains were dirty with brown stains on the bottom. The balcony had never been swept and was covered in cobwebs. This is going on a bit- but - the last straw NO Restaurant only bar food which was ok for bar food. If you want to visit this area it is very nice and not far from Cambridge - use the park and ride. St Ives is a nice little town with plenty of places to eat thankfully. Sorry it's so long such a shame as this Hotel could be excellent because of the location.

"Great location "

4
lorrainek140, Luton, United Kingdom 29/07/2019

A great base for a quiet break away. A beautiful outlook over the river Ouse and the St Ives bridge. A stort walk away from the restaurants, bars and shops. You can hire a boat to go on the river but recomend you book in advance. Didn't have the best internet connection in kept dropping.

"Awful service"

1
User 29/07/2019

Hotel phoned to cancel 3 days before the break starts as they had over booked. Awful service for a hotel who we had booked well over 6 weeks before a travel date to cancel 3 days before arrival with all the hotels says is we have over booked

"Top bar staff"

4
SeverusSnapers, Cambridge, United Kingdom 29/07/2019

I was here for a company summer party and have to commend the bar staff. Kyle in particular was great and was on the ball for the entire night. He made sure we were well looked after and wanted for nothing. He was a great laugh too! Venue was clean, rooms were comfortable, food was great and the drinks were better!

"Faulty Towers?"

1
Gaynor G, Lowestoft, United Kingdom 28/07/2019

Chaos. Complicated booking system. I booked and paid in advance for a double room they gave me a single with an adjoining door to anoterh room, I could hear every word. Charged me again on arrival. The food was the the worst ever, such a great position by the river, why can't they get it right? Never again.

"Nice stay"

4
819iang, Borehamwood, United Kingdom 28/07/2019

Nice location on the banks of the river, very friendly staff, I had an Executive room which was spotless.which was separate from the main hotel, the room was very nice, comfortable bed, breakfast was very nice. nice bar area.

"Beautiful setting but unfortunately previous reviews were correct! "

2
JeanneG797, Colchester, United Kingdom 26/07/2019

We wanted to visit this hotel because it was a trip down memory lane for us! Unfortunately the reviews were spot on, bathroom shower curtain was disgusting, tiles were not cleaned properly. We had upgraded to balcony room, hoping this might be a better standard, but the balcony was dirty and still had a dirty ashtray from previous occupants. Staff at the bar and restaurant were all very helpful and friendly and the views from the garden are to die for. Sadly our 2 x medium rare steaks came up very well done! This was sent back and our new ones were almost raw! On one final note the breakfast this morning was all good and the lady serving us was pleasant and helpful. Sad to see this beautiful setting that needs a lot of TLC.

"Cell Block Horrible"

1
gordont20, Dartford, United Kingdom 26/07/2019

One of the best locations for a hotel I have ever stayed in right on the banks of the river. Unfortunately everything else about the hotel is horrific. The whole place is a mess with beds and dirty mattresses piled high in corridors , beer barrels in corridors and random internet boxes etc just chucked on floor. The reception was a mess, bar was like an old mans club, seating area outside a mess, dirty with broken walls etc. The room was also not great no lift so had to carry stuff upstairs no offer of help. Corridor just brick which looks like your checking into a prison. No bedside cabinet, shower trickled out and towels stained. I don't like leaving bad reviews but I feel that the managers have lost the plot and If they want to charge over £100 per night need to get their act together. Will never go back better places to stay in village.

"The Dolphin Hotel, St Ives"

3
jan106, london 23/07/2019

Fantastic location, situated on the river with plenty of outside space for sitting and watching the world go by. Literally, a 2 min walk over the bridge into the market town of St Ives so perfect for shopping, dining out etc. We felt that the interior of the hotel let our experience down as it is very dated and overall quite dark.

"This hotel has changed over the years we have Been staying there. It could be amazing but is limping along."

2
User 22/07/2019

Rooms are clean and comfortable the staff are not the best. The lady on reception (Sue) was more than rude when we arrived. The next day the young lady was much nicer. Needs the hotel inspected in there

"Beautiful Location, friendly, helpful staff"

5
User 21/07/2019

I booked this hotel, and took a chance on it with the reviews, I wasn't disappointed it had an amazing location, which for us was amazing for us we love hotels by the river. You can just walk over the bridge and you are in the little village. The staff went out of there way for us telling us how to get into Cambridge and suggested where to park. Matthew I think the maintenance guy booked a restaurant for us on the Saturday night as he said we would struggle to get in. He knew the owner. Fiona on reception also deserves a mention by being also helpful. We will definatley be returning in the future. We loved our room which had the view of the river. Absolutely perfect. The breakfast was great too. Some people just do nothing but moan. I suggest people make there own minds up about this hotel.

"Hotel in a superb riverside location"

5
Mark27, Essex, England 19/07/2019

I moved to St Ives in 2016 and spend a night here while waiting to move into my new accommodation. I found the room comfortable, the bar relaxing, the staff pleasant and the breakfast was done well with a lovely view of the riverside in the restaurant area. Since then there has been a change in management but have still kept coming back for drinks in the bar. The new owner has been welcoming and the staff always professional. The bar staff are attentive - all including Chloe, Corinne, Kyle, Lewis, Sam, Sandra and Sarah have always done a great job. It's a nice place to go for a drink, especially on a summer's evening!

"Decent place to stay "

4
ebonylynton, Knutsford, United Kingdom 16/07/2019

We stayed for four nights last weekend and two weeks previously. We found reception friendly and efficient, the rooms were clean and comfortable and the staff friendly. We had a problem with opening a door when we returned one evening and the night porter, a gentleman called Andre was extremely helpful and quickly solved the problem

"Tired Hotel, Lacklustre Service"

2
Barney121277, Devon 14/07/2019

I had the displeasure of two nights at this hotel. Having traveled extensively with business over the years I've stayed in a fair few ‘average' hotels. Where this ones wins the gold though is the most uncomfortable mattress I've ever slept on! I swear the floor would have been comfier! The room was reasonably clean but the shower area (no tray just tiles) may have been capable of sustaining life. The Wi-Fi wasn't working and the staff response was “yes I know it's rubbish, we can't even access our hotel emails”. That statement pretty much sums up the general staff attitude of ‘who cares'. It's scraped 2 stars on the basis that the breakfast wasn't too bad. In summary; find somewhere else's to stay. It wasn't that cheap either!

"Afternoon Tea"

1
User 10/07/2019

Yesterday I had afternoon tea with a friend here, I have to say it was the worst selection/serviceI've ever had, the sandwiches were dry and the filling very basic (Ham / Grated Cheese, the Scone (one each) was hard and we had to share a very small carton of cream and share the smallest pot of jam imaginable - the tea was a teabag and the presentation was next to none. I'm not sure what this cost because it had been a gift to my friend and she very kindly invited me to join her. But on enquiring to the hotel today they couldn't tell me the price as you can only purchase this through Groupon.!!! This Hotel has absolutely no atmosphere and needs a good makeover. What used to be somewhere nice is no longer.

"Unorganized"

2
User 09/07/2019

Great location with lovley views of the river however when we checked into our room we was given a twin not the double we had booked. When i went to reception to ask about it i was told the hotel was fully booked and they could offer us a double for one night only, obviously we wasnt happy with that and eventaully aftsr the receptionist 'moved a few things around' we was given the double room. On our 2nd night we asked the bar staff for our bottle of proseco that we had on our deal, we was told thst we should have got it on arrival and we wasn't on the list. I explained how this wasnt mentioned at all on our arrival and we was given the drink. The staff didn't seem too happy most of the time and the hotel was very noisy, (you could hear most conversations through the walls) could hear people stomping around all night.

"Never again!"

1
Digger2000, London, United Kingdom 09/07/2019

Ok let's start with the positive , location is excellent. The rest is bad sadly. Reception staff were really grumpy and didn't seem interested. The room was obviously not cleaned properly as we found a previous occupant's prescription drugs! The shower was not much more than a dribble and the bed like a slab or granite. The included buffet breakfast was good but items weren't replaced fast enough due to understaffing. We tried to have dinner in the restaurant but couldn't find anyone to give us a menu so went out. We had a drink on our return and when we ordered a sauvignon blanc we were asked if that is whisky. On our last day we decided to sit outside on the terrace. The table had just been cleared of glasses but unfortunately the staff member had missed the box of codeine tablets left on it. The second time we found prescription drugs in two days. The tables either side had families with young children so this could have been disastrous! We handed the box to a member of staff who said "ok" and wasn't remotely interested. Given it's location this hotel has great potential but needs somebody to run it properly. The Golden Lion just across the bridge is far superior and we will always stay there whenever possible.

"Very average hotel and service was shocking."

3
User 08/07/2019

We arrived at 2pm for check in and were told check in was at 3pm when I mentioned it said 2pm on my confirmation I was told very abruptly they were short staffed and the rooms were not ready. Decor is very dark and dated. Decided to go to the bar for a drink, service was very slow and lots of dirty plates & glasses littering the bar area. The view from the terrace is gorgeous and it was nice to sit in the sun and admire the view. Finally checked in rooms are very basic & dated but it was clean & the bed was comfy. No bottles of water in the room and 1 packet of biscuits to share with your morning coffee. Went into St Ives for a wander round it's a very quaint little town. Went to the dining area for dinner was seated and advised the waitress we got a bottle of prosecco with our booking, off she went and half an hour later no prosecco or food order taken. I had to approach another waitress to ask if we could get our drinks & order dinner. We were warned there would be a delay on food as the chef had taken a lot of orders (there were 8 people in total in the dining area inc us!) Menu was printed, badly on paper and very basic pub grub options. We ordered fish & chips and the burger both were o.k. We then waited a further half hour to order dessert and gave up in the end as we had been waiting around for too long. No condiments on the tables I asked for some ketchup and got a couple of little sachets. Waitresses were just standing around, not serving people in the order they came in nor paying any attention to whether anyone required service. Breakfast is buffet style and the food was good however, they were constantly running out of items. Again lots of mess in the dining area. Staff all looked thoroughly miserable in reception, the bar & dining area. This hotel is in a lovely location and has some great views. I would recommend eating and drinking elsewhere if you do stay here. It's a shame, with a bit of a freshen up and some staff training this could be a lovely hotel.

"1 Night stop over"

3
slingsbyconstruction, Gainsborough, United Kingdom 03/07/2019

Stopped over for one night in a ground floor room with balcony over looking moorings and meadow very nice but no outdoor seating ,only one easy chair in room for 2 people one of our pet hates someone has to sit on bed? On arrival was told no WiFi at the moment but trying to fix so given drinks voucher to spend at the Bar but told couldn't have premier beers nice outdoor space over looking the river Room in need of TLC Poor pressure from shower head ,breakfast not so good not much fruit , coffee from flasks only just warm and buffet style under warm lights making everything dry but 10 out of 10 for tinned tomatoes instead of grilled cold hard ones Having said all of this we might stay here again because of location

"Dated hotel, by location and staff compensate a little."

3
Jeremy D, Shrewsbury, United Kingdom 28/06/2019

The rooms really do need work, they were clean and at best adequate. The bar are and the location by the river compensated for the rooms. The bar staff were friendly and the drink were well priced (happy hour on friday!) St Ives is a lovely town and the location of the hotel is perfect. I would stay there again as it was cheap and served its purpose. St Ives is a fab place.

"Pleasant stay"

4
Ann S, Greater London, United Kingdom 24/06/2019

Unfortunately the communal areas and food need upgrading to match the standard of the bedrooms. Having said that, we have stayed at the hotel several times and the bedrooms are always very clean and a good size. It's in a great setting and location and staff are very friendly.

"£59 groupon deal - FAB DEAL!"

4
User 23/06/2019

We booked the hotel on groupon and stayed for 1 night, breakfast and a bottle of prosecco included! The hotel views are lovely, we were lucky and got a perfectly sunny day so it was great. Can't comment on the restaurant food as we ate at a Chinese restaurant nearby (which was amazing - Cherry something it was called). The location of the hotel is perfect, 2 minute walk from lots of bars, shops and restaurants. The bottle of prosecco was a £6 bottle from Tesco but who cares! The drinks in the bar were reasonably priced too. The breakfast was a buffet full English which was very tasty and lots of choice. Easy check in and check out process. Rooms were clean and tidy, only downfall was the teeny tiny tv but for one night it didn't bother us. Overall, well worth the money and glad we came to stay.

"Great location, average food."

3
335ChrisS335, Irthlingborough, United Kingdom 23/06/2019

Four of us had lunch here on a warm sunny day. Location is great, alongside the riverbank and there's a large grassed area with tables and chairs to enjoy the sun. Some of the tables and chairs though were grubby and one of the larger tables didn't even have a glass top! Chairs were scattered all over the place, why not tidy the area up a bit? Just one young girl serving behind the bar on a busy Saturday afternoon and she was under pressure! We ordered two Dolphin burgers and two luxury macaroni cheese! Service was dire, and we must have been there ages before it finally arrived! Standard of the meals was...okay. Macaroni cheese was, well standard macaroni cheese, nothing luxury about it really, odd description? Menu stated dolphin burgers came with lettuce and tomato, ours didn't, simply a standard beef burger with bacon and a bit of cheese. Both accompanied by chips and nothing else such as a salad garnish. Very basic considering the price! All in all, a great location to sit and chat over a drink but the food should be better, much better. Whole outside area craves a revamp and more staff need to be employed. Lots of alternative eateries in this great little town and we shall go elsewhere on our next visit.

"St. Ives, Dolphin hotel, Cambs."

5
PaulBadman, Muenster, Germany 21/06/2019

bloody good hotel that I can only advise people to stay in. excellent food, both breakfast and evening meals. the room was great, large bed, tv, big clean bathroom. the restaurant and bar are absolutely über cool, there is a good choice of simple pub food on the menu and the breakfast is from this planet.

"Horrid!"

1
User 18/06/2019

no mattress in travel cot just a big sheet folded so many times. Young couple having sex all night long no sleep till the 3rd night as night staff wouldn't do anything about it. We got compensation!!!

"Two night break"

3
User 18/06/2019

This hotel has an amazing location and views With some tlc it could be fantastic once again The garden and outdoor appearance appears neglected Please give it a tidy Menus were disappointing Very very basic. However, what we received was nice and breakfast was good value for money Meadow view room was very clean, tidy and comfortable Staff were helpful, but need guidance to keep the areas clean and tidy:- While Eating breakfast we saw the previous nights full and empty beer glasses still on tables in the garden Lounge chairs were left All over the place from the previous evening ( this was the following afternoon ) Ashtrays outside were full of rain water and old cigarettes. Looked awful Buckets in the lounge catching water from a heavy rain storm. But were still left there even when a man had repaired the roof A fire alarm went of at 3.30am. The following morning at breakfast we mentioned it to a staff member, laughing about it really. The only response was shrugged shoulders and no knowledge of it at all Surely staff are briefed each morning / before a shift ! We have stayed here approx 4 times over 5 years due to location. Come on Best Western don't let this lovely hotel decline any further !

"Very Sad"

1
User 17/06/2019

Great Location, walking distance of the town, BUT hotel requires a complete overhaul, no food on an evening, experienced a multitude of problems with the room, curtains hanging off the rails, shower curtains (not hygenic) vs Shower door, grotty dusty net curtains, and mattresses long overdue and upgrade very uncomfortable, reception staff do their best and are very polite, breakfast staff really don't care and have no customer service experience as they lack any efficiency, Entire hotel needs a refurb its very sad and tired

"Great hotel, but needs a refurb"

4
jha405, Saltcoats, United Kingdom 16/06/2019

Very helpful and friendly staff, Ellie at the front desk amazing, nothing a problem :-) Most beautiful location, really enjoyed St Ives. Breakfast real quality local produce, but a wee bit greasy (unnecessary). All in all would recommend and would return.

"Sunday lunch"

1
Penniepit, Cambridgeshire, United Kingdom 10/06/2019

I wrote a review of this in May 1918. It was a good review. Returned yesterday with five guests. It was embarrassingly different. The sooner Best Western take their names from this hotel or demolish the better. Staff were miserable. Didn't clear table between courses. Food adequate but beer was off. Toilets had two closed and floors unclean. Coffee wasn't offered and when we asked cold milk in teapot. What a waste of such a wonderful position on the river.

"Overpriced and outdated "

2
User 09/06/2019

The hotel is in a fantastic location, being on the riverfront and is just a short walk into the centre of town, the hotel also has a nice outside terrace area, this however is the only positive about this hotel. Booking an ‘executive' room lead me to pay extra for my accommodation as I thought this would guarantee that I would avoid an outdated room, this wasn't the case. The room and hotel in general look decent from the outside, which is what lead me to book this hotel, but this is very misleading. The room needs some serious maintenance, and when complaints were raised by us, our issues were not dealt with suitably. Personally I could not recommend this hotel, unless you are happy with the bare minimum.

"Nothing is Best about this Western."

1
Welsh_Watty, Pen-y-cae, United Kingdom 04/06/2019

Didn't accept my Best Western rewards account. Room is simply outdated and way overpriced. Hotel is very grubby, so unlikely to risk eating here even though breakfast is included in the package chosen. As I write this my arm is tacky on the dirty office desk. I will report back to our corporate booking site to avoid sending any other colleagues here in future.

"Excellent location"

4
donnalynno, London, United Kingdom 02/06/2019

Although the hotel is a bit basic, it's clean with friendly helpful staff. Food was good. Location is fabulous. We had a room with a river view and the town is literally a few minutes walk. Already planning on a return visit and would definitely recommend to anyone.

"Disgusting!"

1
bramble2019, Baltimore, Maryland 02/06/2019

Management and staff are ignorant and have no idea about customer service. Filthy room,couldnt risk the breakfast after the health scare. I complained to best western and they said that its NOT a best western hotel,they just pay to use the name. Absolute hovel.

"Cheap and cheerful, only not that cheap!"

3
vickiejanemanning, Braintree, United Kingdom 01/06/2019

We have very young children, and so after we got married we were after a small break not too far away, with a few sights to see and a comfortable location. We booked the Dolphin on a wowcher deal, paying £184 for two nights, a two course meal and a bottle of prosecco. The staff were freindly and helpful, and our room was clean. Unfortunately those are the only positives. Our bed was uncomfortable with hard pillows and a springy lumpy mattress. I had to get the limescale from the shower head to make it work properly. It definitely wasn't worth what we paid. The word 'luxury' was mentioned when we booked. It shouldn't have been. The "2 course meal" we had included in our deal was dire. The bar was almost empty, one teenage girl serving who had no idea about our deal and we had to explain to her several times we had already paid, as she went backwards and forwards to the kitchen. Once it was finally sorted, we ordered our food, and it was poor. My macaroni was ok, but my husband couldn't eat his steak. We didn't want to even bother trying to talk to that poor young girl again, without being rude she obviously didn't really know what was going on. So we just went out. Luckily enough we were gifted money for our honeymoon so we could afford to just go out and eat elsewhere. If not, we would've been stuck. The deal is totally not worth it, we could've booked two nights in any basic hotel for a lot less. Never again!

"Great location "

2
User 30/05/2019

Sadly location isn't everything, maybe I was just unlucky. My room was ground floor facing the pedestrian street with a constant stream of people walking along the path it was too noisy (only single glazed windows) a corridor door when opened rattled my door which also didn't double lock as the catch wasn't lined up with keep. Promised wi-fi didn't work, room phone didn't work, I replaced dud tv remote battery myself. Could be a great hotel.

"Lovely hotel"

5
User 30/05/2019

Lovely river view wonderful on summers day, drink here regularly, staff are polite and friendly, I've stay twice before which was nice, no problems , food is nice and there bbq if on is the best!!, highly recommended

"Lovely Hotel"

4
User 30/05/2019

Hotel is set on the banks of the River Ouse and has incredible views. The staff are friendly and families are welcomed. Gorgeous to spend on a summers day. Very popular hotel with lovely rooms. Can't fault it. A lovely hotel.

"Good"

4
KeiRam1965, Dorchester, United Kingdom 30/05/2019

This hotel is perfectly located on the banks of a flowing river and with a very picturesque meadow on its side. During my stay I noted a set of cygnets on the river. very nice. The staff were very helpful and accommodating. There is on-site parking. This hotel is also well within walking distance of the town centre. During my stay at the hotel I note that the bar and food had very good offerings. My room overlooked the car park and it was relatively clean. The bed was comfortable and my request for an iron and ironing board were responded to in QuickTime. I will definitely return

"Very badly run hotel"

1
Jo W, London, United Kingdom 28/05/2019

Chose this hotel because of the excellent location near a family event that we were attending at that it is a Best Western hotel. The location is lovely by the river , hwoever, the management is appalling. There was a music festival booked in from 3pm Sunday to 3am bank holiday Monday. We were moved to a supposedly quieter room but the thumping base was awful at 4pm in the afternoon! The breakfast experience was terrible. Only one member of staff serving in a fully booked hotel! Not enough tables and chairs provided for all the guests. We had to carry chairs that were stacked up to a table along with several other guests. The corridors were full of bed linen and dirty crockery which wasn't moved for 24 hours! We didn't stay the second night that we booked. We checked in to a lovely well run Premier Inn in Cambridge. I have complained to Best Western and received a very bland apology and a list of excuses from the MD of the Dolphin Hotel owner (apparently it's an affiliated hotel not a proper Best Western hotel despite having Best Western up on all the hotel signs. We stayed at this hotel on 25-26th May 2019 having originally booked to stay until the 27th May. Don't stay here unless you know that it's under new/improved management! Also the breakfast was expensive at £10.00.

"Room has been updated rest in need of it (perhaps planned)"

3
Ian F, N Ireland 24/05/2019

Entering the room was impressed. But that was as good as it got. It was a nice sunny day was good to sit by the river and watch the world go by. Tables were dirty and not often cleared. Selecting the hotel to dine in steak was off menu. Choose the gammon which was ok however frozen chips let it down. Breakfast was not much better. was to much trouble for the one waitress to help. just pointed to things. Don't know where the sausages came from from but they need to go back.

"Too noisy"

1
Mel S, Coventry, United Kingdom 21/05/2019

Room and breakfast ok but check out if there is a wedding or event booked in before staying here. I had an awful night's sleep on Saturday 18 May - without exaggerating I think it was the worst night I have ever had in a hotel. I won't be booking Best Western again - customer services helpfully suggested I could 'restore my faith' in the hotel by paying to stay again and being given a complimentary bigger room - no chance!

"Has the best intentions but fails on delivery."

3
emsart123, Greater London, United Kingdom 20/05/2019

There are some great aspects to this hotel but also some things that need to be fixed immediately. If fixed well it could easily be a 4-5*. Let's start with the good stuff: - functional rooms- you got what you need - iron provided and nice tea and coffee selection - lovely staff- very attentive, polite and try to fix issues quickly - amazing location - good food! ——————————————————- The negatives: - dirty windows in restaurant- beautiful view but can't see through the muck - rooms are not adequately soundproofed- literally heard yawning next door neighbour 24/7 - rooms need major update- TV is smaller than a shoe box, lack of signal on TV and Wifi, artex on ceiling, 3 hangers, dated furniture and awful flooring in bathroom. ——————————————————- These are really simple fixes and if management look at this constructively and apply suggestions- it could be a winner.

"Lunch"

5
TimHardiman, Cambridge, United Kingdom 19/05/2019

The Carvery was absolutely amazing first class chefs. With them were allowed to park our car in their car park when we went to have a trip on the river which I really recommend. Then we went back to the hotel and enjoyed music with pat ska dust annis. Great day. Overall this is a must this is a great hotel

"No longer a special place to visit "

2
63amyl, Melbourn, United Kingdom 19/05/2019

The Dolphin has been a place my family have visited for years, almost as a tradition. We have always come for a Sunday roast and in the past, we have not had any issues, so when my family announced a meal had been organised this year, I was looking forward to it. We arrived today and due to a wedding, we were sat in the meadow suite instead of the usual main dining room. This wasn't a problem however when we arrived at our table, it was clear there was a massive lack of atmosphere, it was very quiet and the table was not dressed like it has been in the pass, very basic looking. Music occasionally played but it was mainly silent in the room. The staff were friendly enough but there was a lack of presence. At one point we watched other diners start serving them self at the food trolley as there were no waiting staff or a chef present. The food was nice as usual but wasn't very hot. We waited a while to be told we could go up to be served, slow service with drinks, and then again when trying to pay. At one point we watched customers wait around 10 minutes to pay. we had not seen a member of staff in a while. It is a real shame that this place has declined as i used to really look forward to our family meals here. I would not return on my own accord. Staff seem as though they have given up on this place, and overall it just didn't have the same atmosphere that I have fond memories of. If I was to return I would hope to see a massive improvement.

"Nice hotel in a pefect location"

5
User 14/05/2019

Booked this hotel at the last minute for a getaway. Well worth the price. The breakfast was free with the booking and enjoyable. I particularly would like to give credit to Alex at reception who was friendly and welcoming.

"Riverside beauty "

5
Lozy092, Bedford, United Kingdom 12/05/2019

Beautiful riverside spots . Just over the bridge in Ives Cambs. Nice pub and coffee shop staff Davina was so friendly and advised me of the Gluten free options. Lovely coffee and cake couldn't ask for a more idilic spot Free car parking in the town on Sundays

"Wedding and stay"

5
User 10/05/2019

Me and Tom are extremely happy with our experience at the dolphin the staff and particularly the manager who was more than helpful with everything we needed and more. I highly recommend the venue not only for a Sunday roast but a lovely stay in a picturesque town right by the river. We had all of our wedding there and it was by far the best place we could have ever booked. The staff at the hotel look after you from start to finish. Child-friendly・Great food・Scenic views・Romantic atmosphere

"Adequate"

3
Sharon M, Killyleagh, United Kingdom 08/05/2019

Hotel seemed tired and was very quiet - it has the most amazing position, but doesn't really seem to make the most of what is a huge advantage. The car parking was good, with ample space. The range of food in the restaurant was OK, but nothing special.

"Absolutely disgusting!!!"

1
User 06/05/2019

Upon check in we were told the hotel was hosting an event, what they failed to tell us that the event was a acid trance festival type thing for teenagers! It started around 4pm with the terrible music until around midnight which by then most of the teenagers were off their faces on drugs and drink.... the actual hotel it's self is dirty and very run down. Breakfast was awful and we had checked out by 8am to make our way home as we didn't want to stay any longer. This definitely isn't a 4star hotel I'd say more hostel type accommodation.... don't waste your money!!!

"Give me a caravan in an empty field"

1
P9226CRrichardt, Blackburn, United Kingdom 02/05/2019

This hotel is ideally located in picturesque countryside next to a fantastic market town within a spot of Cambridge. That is unfortunately where the romance ends!. Cutting to the chase ...... there is no service, there is no interest in service... it's a full self service hotel! !! Be prepared to find breakfast, clean you're table, set you're table and them search for items you may want for breakfast !!!! What a shame !! New management please !!

"Awful"

1
User 29/04/2019

Unable to give zero. Dirty bathroom, bedroom.had cobwebs everywhere. May as well not have had curtains as so bright we were awake from sunrise. Very dilapidated and simply awful. Stag in a tent rather than at this hotel.

"Beautiful area, view and surroundings shame about the rest"

1
Nicolasac, Bracknell, United Kingdom 29/04/2019

So disappointing in every way, apart from the view, which i couldn't see when downstairs as the windows were so dirty. Even with old cobwebs. No atmosphere, awful total self service breakfast. No body greets you, you even have to get your own cutlery. It is a 4* Hotel! really? I travel a lot and love giving good reviews to encourage business where applicable. What a terrible shame to have such a great location and such an awful Hotel.

"Amazing location and beer garden"

5
Stay40594183300, Huntingdon, United Kingdom 26/04/2019

A few friends and myself came for a little getaway over the bank holiday and had a great time. We planned just to get away for an overnight stay but stayed 3 nights. Sat on the banks of the river watching the canoes and boats all day and having drinks by the river. Did manage to have breakfast one of those days and it was delicious and lots of it.

"Superb WiFi to stream Game of Thrones"

5
User 26/04/2019

WiFi had good speed and no lag which was essential to watch the season premier of Game of Thrones. None of the annoying spinning wheel. I was pleasantly surprised by the quality of breakfast for a 3 star hotel. Case in point are the 4 types of eggs, fried, poached, scrambled and boiled as well as the healthy option bar. Cannot really fault any aspect of the stay.

"Stay at the dolphin, st ives, Cambridge"

4
Alison T, Brighton, United Kingdom 22/04/2019

Pleasant stay, room exactly as described and very spacious, superb location. Would definitely return. Breakfast was plentiful. We had a bbq lunch by the river which was good. Free parking is always a bonus

"Perfect!"

5
ExperiencedVisitor, Kent, United Kingdom 17/04/2019

Our room at the hotel was very clean, comfortable and well decorated. The hotel provided many amenities including pens and paper, coffee and hot chocolate and biscuits. We stayed in a family room so it was very well thought of to have the children's beds separate to the adult's bed. The restaurant served brilliant food and the staff were very friendly. I hope I will get the chance to stay at the Dolphin Hotel again! ❤️

"Disappointing"

3
PRSandELT, Camberley, Surrey 11/04/2019

We have stayed here in the past. It's a fabulous location on the River Ouse, on the opposite bank to the town. However it is getting tired in terms of room and overall decor. The food was ok - although I can't criticise portion size. I have stayed in better rooms at Best western Hotels. The bed was fine but it looked tired. A minuscule TV with no instructions and indifferent WiFi. The staff were good but not many of them as the Hotel was far from full. The bar & lounge were ok but I don't think that there needed to be TVs everywhere. I'm glad we were only staying for one night

"Wedding Reception "

5
367simono, Buckden, United Kingdom 07/04/2019

We held our wedding reception here the location is amazing we couldn't fault the place the food was good quality and plentiful. Nothing was a problem for Kyle. Our room too was of a high standard we also had guest staying who said there rooms were very good. Breakfast in the morning was excellent everything you could think of.

"Mr Arthur James"

1
697arthurj, Stamford, United Kingdom 20/03/2019

One of the worst experiences I have ever witnessed. This hotel is in such an amazing location but they haven't spent a penny updating it since it opened. The tv in my room wasn't working, they moved me to another in which someone was staying in that room. (Everyone makes mistakes) the lady at reception kindly upgraded my room which had a ground floor with balcony in which I was told I could smoke on. Whilst having a cigarette before bed on the balcony the manager decided to bang on my door at 1:45am in the morning to ask me to leave cause he could smell smoke. I explained I would never smoke in my room and was out on the balcony where I was told I could smoke. He then said ok maybe some of the smell came back into the room. No apology for banging in my door or asking me to leave when I had paid for my room and clearly wasn't smoking in my room. The rooms are terrible old furniture in which are stained and just an awful experience.

Ravi G, Owner at Best Western Dolphin Hotel, responded to this review
Dear Mr. James Thank you for taking the time to provide your feedback. Your concerns have been passed on to the proper department for investigation.

"Excellent Location"

3
User 19/03/2019

This Hotel has an excellent location set beside the river and a stones through from the Town itself. The Hotel it's self is rather shabby however i think on our second visit things have started to improve. Running of the hotel needs some fine tuning but the staff are very helpful. Hat's off to the chef the Sunday carvery is excellent!

"Friendly staff"

5
Sherpa40419899529, Ipswich, United Kingdom 16/03/2019

I was given one of the newly refurbished rooms as a free upgrade upon arrival. The room was modern and had designed to accommodate a businessman. The USB charging ports at the desk and bedside were a nice touch. Thanks to the receptionist for the upgrade and will be staying here next time in town.

"Rubbish, never going here again. £60 parking fine"

1
User 14/03/2019

What absolute genius thought of having to pay for parking, I turned up here late one evening for a drink after work, it was dark and didn't see anything relating to having to pay, not mentioned by the receptionist either. A few days later a £60 charge comes through my door. Thanks so much. PUT A SIGN IN YOUR RECEPTION AREA ABOUT PARKING!

"Obviously a prime wedding venue. Accommodation rather industrial."

3
Stephen B, Essex, United Kingdom 06/03/2019

Highlight of our stay was admiring the scenic view at breakfast. The interior of the hotel apart from the public reception areas was rather Spartan, almost factory in fact. The staff were helpful enough and quick to respond to a small problem. Ideally located to the charming town and its many eating and drinking venues. But because of this very loud crowds of drunks shouting and swearing on their way home until the early hours! Easy to reach from the A14.

"Try another place. This one is falling apart."

1
User 26/02/2019

Upon arrival outside looked ok. When entering the decor is mismatched and really looks like needs a good clean. When we got to our room noticed the bed coverings were stained. Bathroom was falling apart, the hooks on door fell off. The tap and water outlet both came loose or fell into my hand. We ordered the high tea, I wasn't expecting filter coffee that was not fresh and cake that was dry. Not worth the £16.50 per person. We were told that the restaurant was closed for the night due to a function and could order from bar, however no bar staff in sight. Staff were nice when you found them apart from the bloke bickering to manager about him not wanting to run the BBQ. The one and only redeeming thing about this place was “Sue” on the reception, with the service she gave she belongs in a far better hotel. The hotel looks like it's ready to close at any moment. Not a place to visit a second time me thinks.

"Just not for me"

2
Kate H, South West England, United Kingdom 26/02/2019

I'm a tad nervous writing this review as I have seen some of the unfriendly replies from the manager to other reviewers... The receptionist was very welcoming when I arrived and I went to find my room. The corridor that my room was in was lit up by a blue light, giving a bit of a seedy ambiance (blue light makes me think of it being used for drugs..?! Obviously this wasn't why it was here, it was just a bit weird). My room was clean, a little dated but fine. The wifi kept dropping in and out however. The bathroom looked lovely, like it was new, a really nice wet room. The shower wasn't very powerful but that was fine. TV worked wfne. It was a bit noisy, and I read other people had also commented on how they can hear other rooms quite well, and I found the same. When you stay in a hotel you obviously expect a bit of noise, but I did wake up a few times in the night. I asked the receptionist if there was somewhere to eat and she pointed me to the restaurant. When I walked in I was a bit surprised as it wasn't the pictures of a lovely restaurant online, it looked like Weatherspoons from the 1990s. A man asked me if he could help (he was pretty scruffy) and I asked for the menu. He looked surprised and found a dirty paper menu which had burger and chips, fish and chips, sandwiches and an omelette I think. My first impressions of it were that I wasn't going to get a nice meal here, so I didn't read it in detail. I looked around again and felt very out of place - it wasn't somewhere I could get my laptop out and do some work, and I don't really eat fried food... So I drove to the closest service station and ate there. When I looked up some reviews on trip adviser it made me realise I didn't want breakfast there either, and potentially not to use the gym. There was also a comment that the main restaurant isn't open in the week at the hotel? I don't know if this is correct or not, but I was never informed of this when I booked or when I arrived. Anyway I drove to tescos where I am now eating breakfast a really good fresh breakfast with a huge cup of coffee and wifi. Therefore for me, I wanted somewhere I could eat some nice food, and sit and do some work in a nice environment and this really didn't deliver. I was very happy to leave. I am sorry if this offends the manager but this is how I found it. I would not recommend this to business travellers.

"Came for a cooked lunch"

3
User 21/02/2019

We have noticed facilities slowly going down hill, i.e. restaurant not open in the evening during mid week, but on tuesday this week when we called in for lunch, we were told there was no restaurant (because not being used enough) and you could get soup or sandwich if you wanted to. We were also told if they take a lunchtime booking for a large party then they would open up restaurant, what a strange procedure for a restaurant. Instead of shutting why not think of innovative ways to entice the diners back. Dont keep blaming the visitors or lack of.

"Hotel Stay"

4
shirleywQ266HF, Spalding, United Kingdom 19/02/2019

The Dolphin Hotel The hotel room was clean and tidy with the usual tea and coffee in the room. There was also an iron in the wardrobe and a hairdryer. The room I was in was room 47 and had a wet room bathroom. The hotel was split into different blocks and the block I was in was very quiet and separate from the main hotel block. The breakfast was buffet style with a selection of cooked and none cooked. The Bar also had menus for anyone wanting meals throughout the day. A few yards down the road and you are in the town centre with lots if restaurants, if you prefer meals out of the hotel.

"Afternoon cream tea"

3
grahamc899, Chatteris, United Kingdom 25/01/2019

Very nice cream tea for two . Good value in bar overlooking river . Pleasant hotel and pleasant bar staff . However area could do with a spring clean as on close inspection there were several cobwebs on the windows . Was quiet for a Friday .

"In desperate need of a refurb"

2
User 20/01/2019

I stayed here for business so I didn't need anything particularly fancy, but this place is so dated and tired it wasn't a comfortable stay. My first night I stayed in room 40 which was large and ok, but the radiator was so small it couldn't heat the room so I was freezing the whole night. In the morning I asked if I could move rooms which the nice receptionist said I could and that she would leave notes for her colleague, however when I got back from work her (equally nice) colleague didn't have a clue what I was talking about. Still I did manage to change rooms and room 15 was much warmer, but tired and dated and the bathroom stank! I had a meal my first night, which was ok but I wish I had ventured out as there are lots of lovely places around. The setting is lovely, right on the water, so it is such a shame that everything else lets this hotel down.

"Not recommended"

1
wsbully, Malmesbury, United Kingdom 16/01/2019

I've stayed here many times over the last 4 years, but it's slowly going downhill. Lovely location and town, but dated decor, poor cleanliness, many broken items - lights, furniture, bathrooms. Gym is ok, but no drinking water (recently removed), and no towels etc (also recently removed) so no way to clean equipment after use. Parking area floods, so be careful. Breakfast buffet limited, food left under hot lamps and dried out, coffee cold.

Ravi G, Owner at Best Western Dolphin Hotel, responded to this review
Thank you for taking the time to post your comments. We are disappointed that your stay was not to your liking. We do have a vigorous maintenance programme and if anything is broken, please brig to our attention and it will be fixed or replaced. In relation to the gym, all hotel guests do receive free bottled water upon check in and there is a water dispensing unit in reception. Moreover, we have installed a fitration system in the gym itself so that the water from the taps is specially filtered. Your comments regarding breakfast will be passed onto the restaurant manager for improvement.

"A Fantastic 3 night break over New Year"

5
Jim C, Sittingbourne, United Kingdom 05/01/2019

Went to the Dolphin for a 3 night break over New Year. From the moment `we first arrived we found the staff to be welcoming and friendly, our room was ready even though we arrived and parked without problem shortly after lunch. When we went to the room (62) we found it to be spacious,warm and clean with a lovely view of the river outside the patio. Tea coffee and biscuits were available in the room and replenished daily. There was also a hairdryer, Iron and Ironing board in the massive wardrobe The following morning breakfast was a help yourself buffet consisting of the usual full English etc, Cereals,fruit,yoghurt etc was also available. The staff were attentive and helpful. and again the dining area was very clean and comfortable. On New years eve we were greeted with Champagne and Canapes, before being called to the dining room where a sumptious carvery dinner was served. Quality of the food was to a high standard. I was particularly impressed with the system of calling guests to their tables at intervals, this avoided the often seen situation of all guests queuing for their food at the same time. Following the dinner entertainment was provided by a disco for the evening everyone present appeared to be enjoying themselves. After celebrating the start of 2019, the entertainment continued for another hour, with the bar staying open. Last orders were called in good time allowing for the last night cap to be purchased before the shutters were pulled down. Following a good nights sleep in the comfortable bed we assembled for a later breakfast which we were informed would be a continental due to bank holiday, however we were greeted with the full cooked option as well as the chef had decided to come in and cook again for all of the guests, a very pleasant surprise :) Final morning was a full breakfast this time cooked to order as we were the only 10 guests that morning. Car parking was not a problem however the lower concreted area was a little bit muddy in places. This has been taken over by a private company but you do need to register your car at reception daily to qualify for the free parking (just reg no and declare as being a guest) Overall impression was a comfortable,clean hotel with very friendly staff who go out of their way to make your stay an enjoyable one. Would definitely go back to the Dolphin

KittyAlva, Owner at Best Western Dolphin Hotel, responded to this review
Thank you for taking the time to post your review. Your comments are appreciated and will be passed on to staff. We are trying to turn things around and look forward to 2019.

"A relaxing visit in St. Ives"

5
Voyage55000613043, Surrey, United Kingdom 29/12/2018

Visited St. Ives to see family over the holidays. The staff at the hotel were attentive and extremely pleasant. Special thanks to reception for going out of its way to help me. The breakfast was excellent with many choices. The room was clean and good value for the price.

KittyAlva, Owner at Best Western Dolphin Hotel, responded to this review
Thank you for your taking the time to post your review. You comments are appreciated and will be passed on to staff. We look forward to your next visit.

"Smelly rooms and tv doesn't work"

3
User 25/12/2018

Upon check in I had to wait 5-10minutes as there was no person on the desk when I got in the room in smelt funny and the tv and remote didn't really work the tv kept stuttering really disappointed expected better from s best western

Ravi G, Manager at Best Western Dolphin Hotel, responded to this review
We do apologize for the inconveniences you had. Hopefullly, the issues have been resolved per our conversation this morning. We do hope you re-visit us and use the voucher provided to you and if you could give us a ring prior to arrival, we will make sure that you are given the upgraded room as promised.

"Had a wonderful Sunday lunch with Family."

5
traveller198016, London, United Kingdom 22/12/2018

EXCELLENT SUNDAY ROAST CAVERY! 5 stars! ***** We didn't stay as we were local. We booked the restaurant and private function room for a family gathering and party, mainly because of the location, so that guests come come and go who live in the town. Staff were welcoming and helpful. Very happy. Having heard of recent bad reviews we were worried the food wouldn't be up to standard. THE CAVERY WAS AMAZING. Three choices of perfectly cooked meat (Vegetarian options available on request) freshly cooked vegetables; including tasty roast potatoes, roast parsnips, carrots, peas, baked cauliflower/broccoli cheese and crunchy sprouts and and pigs in blankets for Christmas period. Lovely Gravy. This chef knew how to cook a roast dinner! Our table of sixteenth cleared their plates and the deserts were lovely too. Would definitely go back again! The hotel is a standard three star hotel and could do with an update from the outside but seems comfortable having read other reviews. Simple and clean. Maybe use sat nav to get there as bridge into town (other side of river) is one way. AMAZING LOCATION and views from restaurant and bar of the river and meadows surrounding.

"One night "

3
Paul_alex_n, Stamford, United Kingdom 11/12/2018

Hotel is in the centre of Stives. Very basic rooms, clean but old fashioned. Twin room had 2 very narrow single beds , shower room was designed as wet room ok with no bath. Shower not powerful. Didnt dine or use the bar at main reception located in another building. Breakfast ok, nothing bed but nothing great.

"Not the best hotel in the world!"

1
User 10/12/2018

Booked to stay 4 nights but left after 1. Not easy to get to as cannot reach via the town centre as not allowed to cross the bridge from town. Had to go via the ring road. Don't have sat nav. Took half an hour to get to it! Room was very clean and appeared newly decorated and was spacious and perfect for a disabled guest. Receptionist was very polite and helpful. We decided to eat in the hotel in the bar lounge but not all of the menu was available. My partner had the beef and ale pie, which was awful and inedible. The peas were watery and cold. My scampi was OK but chips undercooked. Had booked for a party of 6 to have Sunday lunch the following day but after the meal in the bar lounge, decided to cancel Sunday lunch. Hotel rather expensive for what it is. Paid over £110 for a double room for one night .

"Standard 3 Fare But Poor Car Park.!"

3
Victor5N, Cardiff, United Kingdom 09/12/2018

We spent one night at the Dolphin after attending a celebration in the town. The car park which seems somewhat limited with spaces meant I had to park in an adjoining field which is susceptible to flooding. The rooms are what you'd expect for a 3 star although the small screen TV wasn't easy to watch. Breakfast was conventional fare although with all buffets the food needed to be much warmer. The staff did cater for special food requests which meant it was cooked and presented hot. Staff are very welcoming.

"Overnight Stay for Business"

3
Victoria Y, York, United Kingdom 05/12/2018

stayed here for one night in December 2018 while on business in the area. Conveniently located not far from the A14. Receptionist was friendly but missed that i was a BW Diamond member and asked if i wanted to join. I had to ask to find my room as the buildings are a bit complicated to navigate round so perhaps improved signage would help. I paid for an "executive double" over £100 which for the standard of room i thought was overpriced, though the bed was comfy and the location was quiet. There were a few cobwebs in the corners of the rooms and around the restaurants so maybe cleanliness could be improved. I ate in the bar restaurant in the evening and although the food i ended up with was very nice pub type food, i was disappointed there werent any vegetarian main meals and told the bar lady this. There also wasnt any allergy information which i thought was now a requirement? The music in the bar was being controlled by patrons which was a bit annoying as they kept changing and skipping songs early so not a relaxing environment. The selection of gin and tonic was good. Breakfast was the normal selection with proper sausages, all self service. Overall i think for a few extra quid the standard of rooms at other chain hotels are better in terms of value for money.

"Overpriced"

3
Cliff S, Lauzun, France 04/12/2018

The hotel seems to have gone downhill since it became part of the Best Western Empire. Price for the room had increased by 50% since my last visit in the spring, certainly not value for money. Not helped by beer kegs stacked in the corridor leading to the bedrooms. However room was clean and comfortable. Notice stating they hoped to restart the buffet in the restaurant soon but on a first come first served basis, to me not the way it should be available. No continental breakfast available for those who might want it. Have been staying here for a number of years but unlikely to do so in the future. I remember it being rebuilt from derelict when I lived at Wyton.

"Wedding reception visit as guest "

4
User 02/12/2018

Please be aware we were approached as guests by a small group of local middle aged men with the intention of free loading and gate crashing the wedding reception .seemed to be quite worrying that was Their intention and seemed to be by the conversation that this was quite a regular pass time for them .apart from that a superb meal .

"Ok for a place to kip, location is great as short stroll into the town but low to mid quality accommodation at a fair pr"

3
Simon L, Worthing, England, United Kingdom 02/12/2018

6 of us arrived to confusion as asked for payment even though 3 x rooms had been pre-paid, not the friendliest welcome. 6 blokes out for a few drinks, grateful for a bed at the end of a day but this is a low - mid quality hotel that was booked based on price, it was good value for money but not somewhere to choose with a partner if looking for comfort. Rooms OK, been returbished on a shoestring but in need of a good clean, worlds smallest TV twin beds made for very small people. Hotel bar was good, low priced for a hotel bar. Breakfast OK - buffet style, eggs were avoided as choice of rock solid fried egg or grey scrambled egg.

"Put of as soon as we walked in the door!"

1
Dormouse39, Peterborough, United Kingdom 29/11/2018

We have been good customers here in the past and came on 28th November and parked in the usual way in a disabled spot. At reception, I asked for a token to get out of the car park when we leave. I didn't want to forget to do it. I was told of the new system where I had to return to the car park, no where near where I had parked, and put the registration number in the machine. Easier said than done. Once found, the machine was in a very dark part on a wall with no light to see what I was doing. With the aid of my mobile phone, I saw that I had to enter the registration number and then pay for two or more hours of parking. I didn't know at that time how long we would be - four of us having a meeting, a drink and no doubt stay for a meal. So we chose two hours and paid the amount shown/ This was all before we got past reception !! Once we got seated, drinks were ordered and they were expensive !! Seating was old and uncomfortable and then very loud "night club type music" as played which made talking and hearing very difficult. We stayed for an hour but could stand no more. What have they done to this notorious and pleasant hotel ? We were surprised seeing it is a Best Western but in our case a Worst Western. We shall not come back and went for lour talk and food at a much more convenient and pleasurable location. Thus our very low rating.

Ravi G, Owner at Best Western Dolphin Hotel, responded to this review
Dear Dormouse39, We are disappointed by the apparent lack of candor in your review. The car park has always been a pay car park for public for £2.00 all day parking, with the caveat that guests can get free parking with a minimum spend. A new system had to be implemented due to a complaint to the council and the Environmental Agency by Mr. Potter complaining of the barrier noise. We actually have REDUCED OUR PARKING FEES TO £1.10 FOR 2 HOURS from the £2.00. The fees for all day parking are £2.20 adjusted .20p for the administrative costs. You are not being truthful when you say that you had to pay for two or more hours parking. You could have paid £1.10 for up to 2 hours. You complain that you did not know how long you would stay thus you find your life unfair. I do apologise that I was not there to hold your hand and teach you to tell time. Nonetheless, it is not the hotel's fault that you do not know your own schedule. However, because it is £2.20 all day you would not need to know unless you do not know what "all day" means. However, even if what you say had a modicum of truth, I am surprised at your statement when one considers that in every pay and display in the country, you do estimate how long you stay and you put the amount of coins in for the time period you think you may need. You complain that the furniture was old and dated and the drinks expensive. You claim that you are a regular customer so did you not know any of this before you arrived? I think the proper conclusion here is that you are just throwing all your toys out the pram because you had to pay for parking. Next time, leave a negative review of the next petrol station you visit since they will make you pay for fueling your vehicle. You ask what has been done to the hotel but you only complain of the bar seating and car park. If you would take the time to tour the hotel rooms, you would see that the hotel is a thriving part of the community which brings much business to the city centre and the town. We have had dozens of weddings where hundreds of visitors come from around the country and spend money in St. Ives. We have hosted numerous business events and meetings which also bring business into the town. You state you went to a restaurant in town....take the time to ask the owner there how many of his customers are guests are Dolphin Hotel guests.

"Great location, and OK for a pit stop but with faults"

3
Bomb_bay, Welwyn Garden City, United Kingdom 14/11/2018

Stayed for business for one night. Lovely location right on the river and a very short walk into the town centre. The hotel is functional, but nothing special. I didn't eat, so can't comment on the evening meal and only had a light breakfast but it didn't look extensive. The room was clean and functional, but the TV was the size of a postage stamp, the duvet very thin and the shower/wet room although looking like it would do the job was weedy at best. In the bar, there was only one bottle of scotch, not even the usual blends so if whisky is your thing prepare to be disappointed. I'd stay again as it was only Travelodge prices, but I wouldn't consider it for a weekend away

"good and bad bits..."

4
ASG-Preston, Preston, United Kingdom 30/10/2018

I arrived after a long drive. Told that the hotel was unable to do food that evening. But very close to the town, so not a hige problem - just would have prefered not going out. Headed towards my room. coridoor very cold. Into my room, lovely and warm - because two plug in electric heaters in the room. Bedroom area was fine, bathroom freezing. Cause bathroom had some sort of sensor to switch on the lights and fan I couldnt keep the door open. So rather cold first thing in the morning. I was in one of the single bed rooms. Comfortable bed, nice duvet, pillows etc. Very clean room. Nice small bathroom - wet room style with walk in shower. Great that the shower controls are not under the shower head. Breakfast - server your self buffet. Good selection of breakfast items, but predictable problem of a buffet - food is luke warm. Other than that, very nice breakfast. Good to see decaf coffee offered at the buffet. Probably will stay here again as it is good value, very handy for visit in to the town. Lovely location on the edge of the river.

"Lovely setting but tired decor and staff"

3
691nigelb, London, United Kingdom 29/10/2018

This should be so much better. Set right by the River Ouse, and a historic bridge, it has everything going for it, but the bar and restaurant are tired and in need of refurbishment. At present, they are neither modern nor cosy and characterful. We were there over a weekend and the breakfast bars were not replenished after 9.00, which was poor when breakfast was supposed to be available up to 9.30. Staff seemed put out when someone complained. Seemed to finish serving food early in the evening, with no sandwiches available after 8.30. Room was adequate with nice, modern bathroom. A lot of work is needed to bring this hotel to the level it should be.

"Disappointed"

2
User 23/10/2018

After arriving at 3pm on a Sunday afternoon for an overnight stay we found out no food being served, the carvery finished at 2pm! Our room neat and first impressions ok, but closer looking a large cobweb hanging from curtains complete with spider in the corner of the room, the shower looked dirty & mouldy plus someone else's hairs in bottom of shower tray. In the morning we were going to make a cuppa but the teaspoons had previously been used and stuck together. The actual hotel and the staff very nice and breakfast enjoyable even if the background music wasn't our usual sounds phantom of the opera and other musical sound tracks.

"Functional hotel. "

3
craig181blue, Ipswich, United Kingdom 21/10/2018

After booking this hotel, I read the reviews and wish I hadn't! All I can say is that we found all the staff to be very polite and helpful, our room was ok, clean and comfortable. Yes the hotel is a bit dated but this in no way spoiled our stay. The breakfast was functional, plentiful but not anything amazing. The fitness suite was ok. We would stay here again, you do get what you pay for and overall we had a pleasant stay.

"Parking"

2
englishjohn2, Cambridgeshire, United Kingdom 06/10/2018

Arrived At the hotel to meet friends from America only to be told we couldn't park in the hotel car park as they had a wedding the next day both my husband and myself have had knee replacements so not able to walk far,so that was the first complaint then went into the restaurant sat at a table and was told to move as they wanted to get the tables ready for the wedding the next day,we felt really uncomfortable and not welcome we would have walked out if we had been on our own we won't be going back

Ravi G, Owner at Best Western Dolphin Hotel, responded to this review
Dear EnglishJohn2, I do apologize for any inconvenience caused to you. However, we did have 2 weddings on the same day and had to reserve the upper car park per our agreement with the wedding party for a vintage bus to be brought in for photos. We did close off the upper parking lot the night before simply because we do not have the resources to track down all vehicle owners the next day and have them move their vehicles. However, the lower car park was open to the public and you would have been more than welcome to park there. In regards to the restaurant, there were signs posted that the restaurant was closed to the public as it was one of the two wedding venues and it was reserved for the wedding party. However, you would have been free to eat in the Terrace or Lounge Bar which were still open to the public. Sorry if you did not feel comfortable but under the circumstances, we did have a contractual obligation to honour the promises made to the wedding party and simply could not open the upper parking lot nor the wedding venue to the public on that day. I am sure that if the wedding was an event personal to you, you would also expect the hotel to keep the promises made.

"Fantastic"

5
User 03/10/2018

Reading the reviews from the past week im shocked. We were the wedding a guest was complaining on here about and our disco finished at 12pm not 1am anyway.... We stayed in the bridal room which was perfect and the bathroom was amazing with "clean towels" We had a bbq for our guests which received no complaints. The staff were fantastic apart from the receptionist who checked our guests in who complained to us how rude and unhelpful she was and i had to agree. I would happily recommend the Dolphin hotel and thank them for a fantastic wedding reception which went perfectly x

"Dreadful "

1
Yvonne M, Stockport, United Kingdom 01/10/2018

Stayed here last week first room was twin when we booked double was then put in a double room right next to a wedding reception the noise of booming banging till one in the morning had a blood stained towel which I took straight to reception was nt replaced all weekend I was told no food was being served as there was a wedding on complained by email but they did nt care just emailed back saying our house keeper checks all's towels (clearly not )and Food should of been served dreadful management if you have a wedding on in a hotel don't put your guest next to the disco spoilt my whole birthday weekend

"Average hotel"

3
nannykaren19, Lincoln, United Kingdom 30/09/2018

Stayed here for a Wedding. Arrived fairly late and receptionist tried to charge me more than agreed rate. Was very unhappy when I asked to see the room before I paid!! Room tired but clean,bathroom old but useable. Public lounge and corridors untidy. Slept ok although beds hard. Breakfast plentiful and staff pleasant. Wedding was lovely and the staff were more than helpful. Was very surprised to see that this hotel was NOT in the Best Western guide to it's Hotels??? Why??? Wouldn't stay again as isn't good value for money compared to Premier Inns. It all depends on your own standards. Tip: get rid of the Friday night miserable receptionist. All the others were lovely warm people

"Excellent carvery"

3
Rosemarie Anne B, Cambridge, United Kingdom 30/09/2018

The carvery was excellent, not well presented, tasty. Usually end up leaving food when eating out as not always good but cleaned my plate!!! Will definitely eat here again. Don't know what the hotel is like.

"Sunday lunch"

4
41goodpup, Buckden, United Kingdom 14/09/2018

The Dolphin in need of a major refurb but some work has started on the out side the inside is a bit tired Sunday roast is the best thing in my opinion it is a cavery so have a bit of everything and after sit with a brandy and watch the river go by chill.

"Oh dear!"

2
Waddy2015, Huddersfield, United Kingdom 28/08/2018

Stayed at Dolphin 3 nights. Upgraded to refurbished room. Bathroom no complaints. Nice and fresh. Bedroom a disaster. Bedding was clean . The rest was not. Breakfast consisted of cheap products. Plenty of it though so could pick and choose. Staff amiable enough. Location wonderful. Come on Dolphin. Get your act together. Your housekeeping leaves a lot to be desired. Photo's of bed base filthy! Chair arms and seats filthy. As was the carpet in places.

"A nice break"

4
Donna D, Norwich, United Kingdom 27/08/2018

We had a lovely stay, welcomed by the receptionist very friendly and wanting to help. It is a very pretty location, some of the hotel could do with a tidy but not unacceptable. We did not eat here in the evening but had some drinks at the bar. They breakfast was nice and good for a buffet style breakfast.

"Tired but good service"

3
bruce3086, London, United Kingdom 26/08/2018

Stayed a couple of nights. Arrived after a long drive and asked if we could check in about 13.15. No, that's it!!!! The rules say check-in 14.00 but perhaps this could have been conveyed in a more friendly manner. Asked for a quiet room, upper floor and view of the river and that's exactly what I was given. Very large room, bit tired but clean and comfortable. Breakfast was buffet, but Davina made sure each item was kept supplied but not in too much quantity that would spoil the flavour. All the cooked breakfast was very tasty, well done to you the cook. Overall I would stay again but could do with a lick of paint.

"Could do Better"

3
pookierara, newcastle upon tyne 22/08/2018

Used the hotel due to visiting family locally. Everything on Website looked great but the reality was disappointing to say the least. On checking in we were allocated our three rooms booked as "together". Our room was supposed to be a twin but there was only one single bed. Reception apologised and reallocated another room which was upstairs away from the rest of my family. Nothing really wrong with the room, reasonable clean and comfy beds. But it needed a little care and attention or probably a makeover as it was looking a little "tired". After an early sample of the bar area our return to the room was further irritated by the keys not working. Had to go back to reception for "new" keys where I met my brother who had encountered the same problem. Admittedly a small problem but irksome to say the least. The patio area outside was pretty good overlooking the river with its boats and great scenery, but I don't think the hotel makes enough of the resource and could really make it a special area with a little more though and very extra pennies. Right on the banks of the quintessential English village of St Ives it deserves to be just that little bit better. The breakfast was average with the food spending too much time under the heaters. I did complain twice about a couple of the items on offer and to their credit fresh food was offered and in once case actually delivered. There was a disco on in the bar area on Friday night which for us "oldies" was a little disconcerting and slightly out of keeping with the image of the place. I understand that the hotel tries to attract business at a weekend for a more "youthful audience" but hey-ho it wasn't a major problem. Would I stay there again ??? - Perhaps I would purely for the location but would need a little more persuasion for the actual hotel itself. Be careful where you leave you care - there is carparking but I am led to believe the overflow carpark is on a flood plain (?) Location is everything for this hotel and not enough is made of it

"Visiting family"

3
Peter S, Newcastle upon Tyne, United Kingdom 20/08/2018

Came down from Newcastle to visit relatives and plumped for the Dolphin purely on the strength of its location right on the river overlooking the beautiful English village of St Ives. They really ought to make much more of the patio though.That's as good as it gets really. Didn't get the rooms we asked for, doubles became twins and my brother and wife were given a single bed for the two of them. Having said that, rooms are clean and spacious if a little dull and need of a lift. The buffet breakfast suffered from being under the heaters too long, paucity of choice later in the morning and coffee wasn't good. Bar area is ok, cask beer awful and the bar is given over to a younger clientele at weekend. Would have given 2.5 but couldn't, so an extra half for the location.

"Great job for our wedding"

5
megan e, Cambridge, United Kingdom 19/08/2018

We had our wedding here on the 18th August and were very happy with the service we received. There was a problem with the pipes in our original room which was solved within minutes and we were given another room and a hamper for the trouble as well as a free stay of our choice. The food was brilliant, staff were excellent and Kyle made sure everything ran smoothly. Can not fault them at all. Left with great memories of our wedding day.

"Such a shame!"

1
User 10/08/2018

Have visited this hotel on many occasions over the years and it has been in steady decline. It seems now though it has officially hit rock bottom! To the point that the bar staff cannot pour a pint of Guinness correctly even after being advised how to do so by the customer. The garden and patio are the only redeming features of this establishment and the sunset over the meadow from the garden is spectacular. Just a shame that the catastrophic lack of quality in terms of staff, food hygiene (scored a 1) and decor let this ideal location down.

"Very disappointing"

3
Margie G, Spalding, United Kingdom 07/08/2018

We found this hotel to be in a great position in St Ives however were very disappointed with the standard of the accommodation. Carpets needed vacuuming in the main areas Also we booked a double room and got a twin. The beautiful terrace area is marred by being very scruffy with dirty cushions on the chairs and discarded refuse left in corners. Breakast was meadiocre. The lady at reception was very friendly though. Great Italian restaurant nearby!

"On route stopover"

4
11oyd, Halifax, United Kingdom 06/08/2018

Lovely location side of the river nice size room friendly staff.breakfast was a cooked buffet style.large public rooms and large outside space they have a good choice of drinks but the menu from 12 noon was not very inspiring.

"Above & Beyond Expectations"

5
User 06/08/2018

So pleased I didn't look at reviews on here before booking... was greeted at reception by a very friendly lady, who was extremely helpful, & informative of where everything was & offered us breakfast, which we kindly declined as I'm not a breakfast person. She directed us to our room which the manager had given us a free upgrade as it was our 5th wedding anniversary... wow that was an unexpected delight... the room was fabulous, 4 poster bed, a huge modern bathroom with a huge free standing bath, large walk in shower & his & hers sinks, might get hubby to do mine like that!!! Hubby now looking grumpy at the sheer thought of ripping the bathroom to pieces! ?? The view from the balcony was amazing, there were sheep on the field opposite & a few boats moored alongside the pub, plenty of ducks swans & wildlife The room had a large tele, 2 seater sofa & armchair, dressing table with large mirror above, loved the diamanté ceiling light, yes I know I'm a strange woman who looks a ceiling lights! We strolled round the town which has lots of big names shops, a few quaint boutiques & a few restaurants, a lovely Italian along the river, Chinese & Cantonese, Indian, also various takeaways. We booked for 1 nite but wish we had booked for 2, will definitely be booking for our 6th anniversary next year. A special thank you to the manager, bar staff & receptionist, u all made our stay a pleasant & enjoyable one.. we will see u again x

"Not bad at all..... but probably could do better"

4
dace520, Redhill, United Kingdom 05/08/2018

This particular late sunny afternoon, the two of us fancied a drink whilst reading the papers. Alongside the river seemed ideal. Wonderful seating, lovely location, great scenery. I have to think the young staff member, exceeding pleasant, manning the bar, was rather new. Getting a gin & tonic, & ale was quite a task; & took time. However even when there appeared to be 2 members of staff available nothing changed. I wasn't in a rush but I dread to think what the service might be like, if this is the norm, & the hotel was busy. Which it wasn't this mid-week afternoon. Would visit again in hope?

"Nice staff, nice view, bad food"

2
User 02/08/2018

The staff were very nice and accomodating, and the setting was lovely. The food however was bland and subpar. The menu was extremely limited with not much choice for alternative diets (e.g. vegetarianism). We waited a long time for our food considering what we had ordered, paninis and chips. The experience was very disappointing, and the food desperately needs improvement to match the quality of the location and staff.

"Nice view bad food"

2
pintdrinker11, Cambridge, United Kingdom 02/08/2018

Visited here a few weeks ago hoping for a nice lunch beside the river. Wish I hadn't bothered! Myself and my partner opted for the Dolphin because of the amazing views of the river and the fact that it was a really sunny day. It wasn't in fact the first choice of places but due to another riverpub having their kitchen closed we thought we would try it. I've been here loads of times over my life but mostly just for drinks in the garden which I cannot fault. Asked at the bar for a menu and I was handed a piece of paper with a handful of options (only sandwiches and panini's) both ordered a beef sandwich and chips. The food was reasonably quick to come out to us which was good as the garden was full and a lot of people had ordered food. Shame the sandwiches were tasteless at best with very little on the plate for the price of it. The bread was going hard and the beef had no flavour to it. Would recommend the kitchen staff went on a basic cooking course as they clearly shouldn't be anywhere near a chopping board at the moment.

"A lovely stay in a beautiful location."

4
UkuleleKay57, Bournemouth, United Kingdom 02/08/2018

We stayed at the Dolphin Hotel for one night and had a lovely time. We had booked this hotel through Groupon and had bed, breakfast and a bottle of Prosecco. We upgraded to an Executive room which was spotless and big. The bathroom had a huge walk in shower too. The bed was comfy, the breakfast delicious and all the staff were very friendly and helpful. The location is stunning and I would definitely stay here again.

"Not worth the money "

1
Gazbr, Leicester, United Kingdom 27/07/2018

£110.00 a night. Paid for a midweek stay. In my world that's a lot to shell out for one nights stay and for that kind of money I'd expect something really nice. What I got was........ A very basic, poorly furnished and grubby room. No air conditioning or even a fan in the July heat. The shower was rubbish and water barely dribbled out. The carpets in the room and throughout the hotel are wearing very thin. The breakfast was a buffet and not a very good quality one. The "continental selection" was very poor. The little pots of yoghurt tasted like how I imagine liquid rubber to taste. The breakfast room is very tired and looks like the furniture came from the titanic after it had sunk. If it only cost me £40.00 to stay here I'd think fair enough I can't complain because you get what you pay for and it's just about worth £40.00. Come on though, £110.00 is taking the micky.

"Not what I was hoping for with such a beautiful location"

2
LeeCSingapore, Singapore, Singapore 24/07/2018

I have stayed in most of the hotels in St Ives now as the whole area seems extremely popular. I stayed at the Dolphin for 1 night recently after flying in for meetings at our office in the area. To be honest during the stay there just seemed to be a lack of interest all round. Checkin was not a welcome more of a chore, the room really needs some work, two single beds not long enough for an average sized person etc It served a purpose but really could do with some work to make it a pleasant place to stay... Everybody has an opinion but when you walk up to the rooms and you see dirty mattresses leaning up against the walls you do wonder if anybody in management is taking a look around each day. I find it expensive for the room I got but after staying in the other hotels it was about average. Pleaseant setting to have a drink especially in the nice weather and could be a lot more with a bit of reno for staying...

"Save the hassle stay, stay elsewhere. "

2
jamesgowler, Wisbech, United Kingdom 15/07/2018

For the price you would expect a higher quality. We paid £115 per night and stayed 2 nights. We stayed as a family, 2 adults and 2 (1yo and 4yo) children. We had room 16. We arrived and the staff at the front desk could hardly be bothered to help. Our room was on the 2nd floor, with a flight of stairs in our room. We have been told by the owner that they don't have bell boys or porters to help with luggage, at the room price you might expect someone to help with getting your stuff and kids up 3 flights of stairs. The cot was filthy, luckily we had a travel cot with us. The windows don't have catches to stop them fully opening, in the children's room one bed was hard against the window, so we had t leave their window closed. In the heat, 28c, being on the top floor was a serious problem. Food was poor and breakfast on the second day was dreadful, so much so we didn't eat it, neither did many of the other guests, my brothers and sister didn't bother. The hotel is in serious need of refurbishment, gaffer tape on the floor to hold the carpet down! The only saving grace was the young man called Kyle and the night staff Gabriel, they actually cared and did what they could too help. The owner expects his staff to dress formally, shirt and tie, but he can't be bothered and turns up in tracky bottoms and trainers! Honestly, I would try the other hotels in the town.

Ravi G, Owner at The Dolphin Hotel, responded to this review
Dear James We did receive your previous complaint addressing the same matter at reception during your stay. As explained to you, the wedding party which you were attending reserved all 4 of our family rooms and you were allocated the room based on instructions given to us. We could not move the other wedding guests out of their family rooms as you suggested. It is unfortunate you were not given one of the other family rooms but due to the limited number of family rooms we have available and the large demand for them at a wedding, it is allocated based on whomever books it first. You do complain of an elderly reception lady not helping you with your luggage. I find that preposterous that a young man in his prime would want an elderly reception lady carrying his luggage. You will find bell boys to help you in the higher priced hotels but at that point, you got to make a financial decision whether you want to pay the £300+ price and get the bellboy service or pay £115.00 and do without it. You complain of the owner expecting a dress code of his staff but wearing trainers. For your information, Sam Walton, the founder of Wal-Mart, actually dressed in old jeans and a tattered pair of boots while driving a 1979 F-150 pick-up truck while being the richest man in the world. He also had a dress code for his staff. It's not how someone dresses but who he is that matters. Lessons you will learn when you buy a business. In regards to the temperature, it is rare for such a long period of such good weather and I would appreciate more of the same. I am one who will not complain about good weather especially after the winter we had. The temperate in the room is warm due to the weather. We no have central air conditioning but do provide fans. I did check the windows after your complaint and the window in the child's room does have a safety latch. You complain of the 115.00 price. It is a reasonable price and if you do check this area, you will not find a family room for that price, especially after factoring in the free parking, high speed wifi, and the use of an extensive fitness suite. The cot was checked by the housekeeping. You received a brand new cot out of a box. You say you will try the other hotels in town. You are free to do so but they also do not have bellboys, do not have 4 family rooms, nor offer the extensive free wifi, parking and fitness suite that the Dolphin offers. Gabriel is the night porter. I will pass on your comments to him but do find it strange that a concerned father with all the claimed issues in the room would not be with his family in the late hours of the night.

"Wedding disappointment"

1
suepyke, Benidorm, Spain 14/07/2018

The setting of this hotel on the river is beautiful, unfortunately it's in dire need of updating and organisation. The wedding we attended was beautiful but sadly let down by a complete lack of attention to the needs of such a party. Despite being the hottest day of the year no fans were placed in the wedding ceremony room, the meal was poor with service being so slow the first guests had finished before the last were served. It took ten minutes for the bar staff to put together a jug of Pimms, an obvious lack of training and skill. The rooms are adequate but in need of refurbishment,and as for breakfast well that was on existent at the point most of the guests arrived to eat. All trays were empty and despite waiting at least ten minutes to be replenished, with a curt ,' it's the chefs fault'from a staff member we gave up and went home. This venue could be so nice but severely needs good management and enthusiastic staff. Thankfully the bride had a wonderful day and the weather made it.

Ravi G, Owner at The Dolphin Hotel, responded to this review
Dear Suepyke, We do apologize for any inconvenience you suffered, Due to the good weather, we do get hundreds of people visiting us to sit and drink on the patio next to the river. During these times, there will be a wait to get served and drinks. That is probably why it took 10 minutes to get your order of Pimms to you. The breakfast is a buffet breakfast buffet and we attempt to make it fresh throughout the morning. On this day, the chef did get caught unprepared since all the wedding party arrived at the same time. All items were replenished within 10 minutes but we apologize for hte inconvenience. I am glad that the bride had a wonderful day and all the feedback we received from the bride and groom was positive.

"So much potential"

1
merrills47, St Ives, United Kingdom 13/07/2018

As a local we love nothing better than to sit outside of the Dolphin Hotel for drinks due to its prime location. However, the service is extremely poor and tables outside always full of empty bottles and glasses. The tables are all for a larger group of people and no tables for two people to sit at without sharing with others. The outside would benefit from heaters on a cooler day or evening as the attraction for us is sitting outside looking at the amazing location. This place is really missing a trick!

"Overlooking river"

4
Pronto2399, Portsmouth, United Kingdom 13/07/2018

A very good reception with helpful staff who supplied a spacious room which included a king size bed plus a settee and a wet room. There was a restaurant on site but we had normal pub type food which was not fussy or pretentious and enjoyable; especially sitting outside overlooking the lovely river Ouse. A fine stay.

"Rude Staff, dirty dated bedrooms"

1
travel123959, Peterborough, United Kingdom 12/07/2018

The rooms were dirty, there was stains on the carpets, very dated, the windows you could open wide without a lock so anyone could climb in, no air con in the whole hotel. Breakfast was minimal The staff were rude and arrogant and not helpful at all apart from 1 a young lady on reception who was lovely. Would definitely NOT recommend staying at this hotel!!

"Rather poor"

2
Kevin F, Lossiemouth, United Kingdom 12/07/2018

Frequented the bar (not the main hotel) a couple of times over the weekend of the AFD and parade. The bar was poorly staffed. Service was slow. No CO2..! But the redeeming feature was sitting by the river...

"Definitely not 4 star"

1
Kev C, Peterborough, United Kingdom 11/07/2018

Went to a wedding here and stayed the night. Not enough staff for the wedding, late food, tables not cleared,no breakfast in the morning residents queuing for it to be delivered. Bedroom carpet badly stained and no aircondition in the whole building. Would not recommend this hotel for staying orfunctions

"Rude customwr service"

2
User 06/07/2018

The Dolphin has a lovely locatuon and I was there on a bright sunny day to meet some friends. When we entered there were two people behind the bar and there was an elderly couple in front of me being served by the barman.They were quite slow and I tried several times to catch the attention of the otherperson behind the bar- a young lady. She totally refused to engage with customers or the drink serving role. Once we were finally served and joined our friends others commented on the poor quality of service. As we left I asked her about how to get a car park token- she looked at me said nothing and left by a side entrance. I wont be going back.

"Relaxing break"

5
alboot666, Essex, United Kingdom 30/06/2018

As one of the other reviewers said it's subjective our stay was a midweek tonight stay the hotel is good the staff were also great. On our second evening in the bar we had great fun watching people complain about the lack of soft drinks due to a country wide shortage of CO2 which of course was nothing to do with the hotel nor the staff and was handled very well by the staff. All in all the hotel is great for the money. St Ives is a truly lovely little market town the no hustle and bustle of city life it's almost like slow motion so so relaxing, with some lovely restaurants, tea rooms and bars. A couple of places to recommend would be zzohanna Indian restaurant amazing food and nuts bistro great afternoon tea. So if you looking for some where to relax it's right here.

"Hotel with so much potential but lacking in customer service!"

2
lin_harris, Northampton, United Kingdom 26/06/2018

I had read the reviews on trip advisor, and was wondering, if I should cancel but decided to go. The hotel is in a beautiful location and yes as the reviews said tired looking but our room was spotless, freshly painted and a beautiful view! Room 65. Upon arrival, the lady on reception ( Not full of the joys of Spring). Told us we had £75 to pay, I had paid £99 on groupon. She realised her mistake but just said someone should have told her. She said if we wanted to eat go through to restaurant, they were serving lunch but they were busy as there was a wedding on. We went and sat in the garden, overlooking the river. Just beautiful!!! When we went to order lunch they were too busy to serve us! Their loss we went across the bridge to a riverside cafe! The restaurant in hotel wasn't open in the evening. Again their loss. 2 o clock in the morning the fire alarm went off. So we all congregated to the car park. Fortunately to be told someone at the wedding had set off alarm. No apologies! Breakfast the next morning was a free for all albeit what we had was good. No staff around to show you to a table etc: dirty tables! On checking out we were once again asked for £77 I know this was a groupon voucher but what a waste of a hotel that could be so lovely in such a pretty Town!

"If you value your life don't stay here."

1
Siandmand, Ellington, United Kingdom 25/06/2018

Have stayed here several times before so was surprised to have such a shocking experience, our first since the change of ownership. Asked for ground floor room and was told one was available. On check in given 1st floor room but wife has a crumbling spine and stairs are a problem. Bit the bullet and stayed anyway but my wife stayed on ground floor until we retired for the evening. The restaurant was closed but we hadn't been told so had to have bar meals for dinner. At 2.30 am fire alarm was set off so we had to evacuate only to be told by hotel staff that it was a drunken guest attending the wedding that day and she couldn't be bothered to go to reception to get another room key, instead choosing to activate the fire alarm. We returned to our room but because it was the hotel staff and not the fire service (which we are sure is a legal requirement) who gave the all clear we didn't get another wink of sleep. Tried to take this up with the hotel in the morning and they weren't interested instead asking us to contact the hotel director who has not responded to several emails and telephone messages we have left.

Ravi G, Owner at The Dolphin Hotel, responded to this review
Dear Guest, We do attempt to accommodate our guests who request ground floor rooms. However, without a reservation, if they are allocated, we are unable to move other guests. The restaurant does close at 4:00 p.m. but the House Menu is available until 9:00 p.m. The fire alarm did go off due to a drunk guest. That incident was reported to the policy who will look at prosecution. The night security did check the source of the alarm, confirmed with the guest that she did pull the fire alarm, and made sure there was no actual fire per our central system which does identify the source of the alarm precisely. The fire department was called and notified that it was a false alarm and after receiving the go ahead, we did ask guests to re-enter. I am sure you can appreciate that a working fire system is essential. Sometimes, there is an inconvenience but that has to be balanced against guest safety. This was explained to you in the morning when you requested a full refund. Unfortunately, we cannot give a full refund in these circumstances.

"Lovely relaxing break"

5
daveandpier, Hertfordshire, United Kingdom 24/06/2018

Apart from a blip with our reservation, which was sorted out immediately by very helpful staff on the front desk, we had a blissful stay. Clean comfortable room, nice breakfast and stunning views... with the added bonus of beautiful sunshine. Would definatly recommend.

"Next to the river"

4
Trish S, Cambridge, United Kingdom 18/06/2018

lovely place to stay in St Ives near the city of Cambridge Also some lovely local tea shops or take the guided bus to the city full of culture and take a trip punting with a guided and see the universitys in there glory .

"Very Disappointed"

1
Piggywig65, St Ives, United Kingdom 13/06/2018

Oh Dolphin what have you done your bar food it is not up to standard. We visited today ordering cod and chips, scampi and chips and a ham and pineapple salad. The cod had anaemic looking batter as if it had been taken out of the freezer and micro waved, we gave it 1/10. The fish inside the batter was edible but the presentation poor as the fish was upside down on the plate! I did not think you could go wrong with fish and chips, but you have. The scampi was passible, but the peas could have been better, try Petit Pois much sweeter. The ham and pineapple salad. Well if I had been a rabbit I would have been ecstatic! Far too much lettuce, but only half a tomato cut in half again, five pieces of cucumber with some onion, did the ham have to be cut in small pieces as if I was a child, but you were very generous with the pineapple. Admittedly the salad was all fresh, but it could have been presented much better. No one asked if the food was to our liking especially seeing we had left food. Unfortunately we won't be visiting again and one of our party was going to visit again with a party of eight, she is going to cancel. I know you are undergoing refurbishment but your food is letting the past reputation of this hotel down, Weatherspoons is probably better. The Dolphin is in a prime position and should be the main attraction of St Ives, Come on Best Western this place could be a goldmine.

"Monday lunch."

1
mmaskell789, Cambridge, United Kingdom 11/06/2018

We have been coming to the Dolphin for many years, it was always our favourite place to eat. We have noticed previously that since it was taken over by new owners that service and food have been disappointing. Today we visited at lunch time. The bar service was very slow due to shortage of staff. We had to wait 75 minutes for our food and only received it after we complained after an hours wait! There was no salt in any of the condiments, no salad cream for the salad or mayonnaise. We were told eventually that the delay was because there was only one chef in the kitchen! What happened to the carvery, at least we could have served ourselves! We will not be returning.

"Disappointed"

1
gill_mantovani, Cambridgeshire, United Kingdom 10/06/2018

We have been coming to The Dolphin for a number of years and returned today for Sunday carvery. Staff non existent and when eventually they came to seat us we were shown to a table not laid up and had to get our own cutlery. We asked for two drinks and these were wrongly delivered. The restaurant was not even busy. The presentation and lack of food was astonishing. The food on offer was cold and lacked taste. We even asked for new veg and this should of been hot surely? The lack of staff taking an interest meant we could of easily left the restaurant without paying. This venue has so much potential but the strange atmosphere and lack of customer care means we will not be returning or recommending.

"Much worse than 6 years ago. A comedy of errors!"

3
timstarkie, Camelford, United Kingdom 05/06/2018

We lived in Cambridgeshire until 2014, and The Dolphin was always a lovely well-managed place to eat, in fantastic surroundings next to the river and its ancient bridge. This time I was visiting old friends that I worked with in Cambridge 30 years ago. We had booked a room in the hotel a month ago, also lunch for 3 people, and evening dinner for four. The carvery Lunch was only OK. (Under the lights too long). We moved to the bar. We overheard there was a breakdown of the beer pumps, and only one of the three ales were available. Then the restaurant manager found us to check our dinner booking, but said that they had run out of food (!!!) so couldn't serve the full menu. They booked us a table at the Italian restaurant opposite. There was a wedding on and a party of others in the bar. When we and our friend returned later, the rising barrier to leave the car park had jammed, and would not go down. An employee came to let him, and three other cars out. However, our room was lovely, and we slept extremely well. My comment would be that there were no staff except very young people about. It needed responsible managers throughout the day.

Ravi G, Guest Relations Manager at The Dolphin Hotel, responded to this review
Hello Tim, We apologize for inconvenience you had at the hotel. While it is true that we had an issue with the beer pumps, the problem was simply that we are moving to another supplier and we were in the process of refitting the pumps to the new supplier's taps. In regards to the ales, we only have 4 pumps for ales and three were working. Again, we were attempting to use up the stock of our old supplier so we will run out of the old stock and then replace it with the new brands We did close the restaurant that evening because we were engaged in two functions which required the attention of all our chefs. The car park barrier was not jammed. It requires a token to exit and the lead vehicle had deposited 2 £1.00 coins and the machine only accepts a parking token or a £2.00 coin. Once the £1.00 coins were ejected and the proper token deposited, the barrier went down and all cars exited Lastly, I do appreciate the kind comments regarding the hotel rooms and the quality of the bed.

"Lovely hotel and fab place to spend a few days"

5
hellieho, Chertsey, United Kingdom 03/06/2018

I understand that reviews are subjective, but I do also think that some don't tell the whole picture. We were initially concerned about staying here after reading some of the reviews on this site, but were delighted with our stay - the room overlooked the meadow and was beautiful. The bed was extremely comfortable and we were able to totally relax in the peace and tranquility of the location. We had an evening meal and breakfast - both were fabulous. The staff could not have been more friendly and helpful - in fact we've stayed at way more expensive establishments where the staff just treat you with disdain! We would definitely stay again and would have no hesitation in recommending.

Ravi G, Manager at The Dolphin Hotel, responded to this review
Thank you for taking the time to review your stay. We look forward to having you back with us.

"Kent"

2
stuartkent2018, Durham, United Kingdom 30/05/2018

Disipointing...smelly room 31. Moved to 78 which was far better but the bathroom is tired and dropping to bits. Communal areas are tired and poorly decorated. Fixtures, fittings and door handles painted over as the decorator Carnt be bothered to remove them when painting. £250 for two nights not worth the money at all. I pre paid £30 meal allowance on top of my room bill but when arrived at the restuartent at 8:30pm it was closed. Reseptionest denied I had pre paid for my meals but after fumbling about she located my invoice which confined my payment. Until the facility is revised and invested in I'd look else where for accommodation.

"Quick drink "

3
Mark D, Cambridge, England, United Kingdom 29/05/2018

Have been going here for about 15 years mainly in the summer as it has the best beer garden bar none. But and here's the thing since it has changed ownership we have had to walk away to another pub because of a lack of seating yes there's a lot of seating and mostly new ,but there is still not enough and most of it is for 4 or 6. We need tables for 2 please! There is a vast green garden !

"Nice place "

4
User 17/05/2018

Great location. Hotel staff were very helpful. It's a nice place to spend a relaxing weekend and has nice garden area. Breakfast was decent. Hotel lawn area is great to spend evenings. Accessibility is great as well.

Ravi G, Owner at The Dolphin Hotel, responded to this review
Hello Jayakrishnan Thank you for your remarks. They will be passed on to staff who will appreciate the feedback.

"So much potential but delivers do little"

2
Bob C, Southport, United Kingdom 13/05/2018

I booked this hotel for one night and spoke to the receptionist to ensure a wheelchair accessible room was available. I stated that although a wheelchair user, I did not need an adapted room, just as long as I could get into the bathroom. I had to change the date but was allocated the same room. When we got there the receptionist was chatting to a lady (certainly a member of staff) and we had to interrupt them to get checked in. The receptionist asked for £140 which I queried because I was quoted, and agreed to, £100 for the room. She looked at the screen again and said “oh yes, there is a note here, did you not want breakfast?” (Breakfast would have been £10 per person which we had already stated we did not want). She then told us there was no food as the restaurant had shut at 3pm. We were given keycards and directed to our room across the courtyard (no. 61). We went to it but there was a step up to the room. Also, the keycards wouldn't work so my wife went back to reception. The receptionist then came with the same cards and tried them herself (obviously guests are incapable of operating the keycards themselves. She then went back to reception and came back with the master key for the room next door which she said was the same. The room was actually really nice, spacious, well appointed and clean. The bed was like a board though. It had patio doors out to a balcony but you had to go back to reception for the key! The big problem was that the bathroom door was quite narrow so I couldn't get into the bathroom. It was late and I'd had a long day so I gave up and went to bed. When we checked out my wife tried to explain the issues we had had and the morning receptionist apologised. For these reasons I cannot give more than a 2. The location is beautiful, the hotel looks really nice, but too many issues let it down.

Ravi G, Owner at The Dolphin Hotel, responded to this review
Dear Mr. Clauson I have received your complaint and fully investigated the matter. We do acknowledge that you did ring the hotel and request an accessible room and one was available and reserved for you at the time of the original booking. However, when you changed the dates, the accessible rooms were no longer available on the changed date. We did not receive any further communication from you asking whether we did have an accessible room for the changed date or we would have notified you that we did not. We did try and accommodate you with a room type based on what was available. Unfortunately, we have a limited supply of ground floor rooms and the room which you were given was the only ground floor room available. I am sorry that you felt uncomfortable with the conversation. We have tried to emphasise to staff to make conversation with the guest so that we can make the stay more guest friendly. The questions asked were in the nature of where you were from, what brings you to the area, etc. These are routine questions we ask. Staff would have stopped making conversation had they known you were uncomfortable. We apologise to you for making you uncomfortable I am sorry that you feel that the receptionist was trying to rip you off. That is certainly not our intention. In relation to escorting you to your room to try the key cards, you have taken it in the wrong way. We routinely escort guests to their rooms as a service, not because we presume they cannot use the door lock. Your presumption on the intentions of the receptionist are completely wrong. Again, I would like to emphasise that the accessible rooms promised to you were promised on the initial date of booking and when you changed the date, these rooms were not available. If you had kept the initial booking, you would have been given the accessible rooms. I trust that you are satisfied with my investigation. If you have further questions, please feel free to contact me at the hotel. Sincerely, Ravi Gupta

"Great location"

5
teuluoFon, Anglesey, United Kingdom 13/05/2018

Booked as a base to attend a wedding at Slepe Hall. Ideal location. Lovely to park the car and walk over the bridge for drinks before walking over to Slepe Hall. Staff very friendly. Very happy with the stay and the bed was excellent. So much so we didn't wake for breakfast. If I stayed again I would bring a sleep mask as it was a bit bright at 5am.

Ravi G, Owner at The Dolphin Hotel, responded to this review
Thank you for your comments regarding your stay. We do hope you return and stay with us again.

"Get -together with friends celebrating our 70 th birthdays this year."

4
pamw398, Portsmouth, United Kingdom 12/05/2018

This hotel was chosen by a friend who has stayed previously and it was chosen because there are disabled friendly rooms of which we need two.It is situated right on the river with lovely views and pleasant surroundings .They do not have an evening restaurant ,only bar meals ,but as we have two wheelchairs ,they set up the table for us in the restaurant in the evenings and were very attentive .The breakfasts are really good ,plenty of cereals ,fruit and cooked food. There are nice walks in the area and we were recommended a lovely tea and cake shop in the town but it was not wheelchair accessible.

Ravi G, Owner at The Dolphin Hotel, responded to this review
Dear Pam Thank you for the review of your stay at the BW Dolphin. Your comments will be passed on to staff who will really appreciate the feedback. Thank you.

"Terrible place"

1
ivorl188, Cambridgeshire, United Kingdom 11/05/2018

Every year my RAF friends and I have a reunion, as we have for the last 20+ years, and several times we have stayed at the Dolphin. This year the Dolphin has been taken over by new management and the standard has dropped significantly. We had been trying to book in for many months for a pre arranged function but received no reply regarding rates, many friends were given various rates but most received no response at all, because of this we booked elsewhere. We did, however, meet our colleagues at the Dolphin and realised very quickly we had made the right decision. The staff seemed to not know what was going on and appeared very unprofessional. Various rates had been charged to our colleagues for comparable rooms for no reason. On approaching the bar one member of staff had clearly an odour issue which was clear from a distance, the bar was not clean and all real taps were closed leaving only lager available, I was assured that this would be remedied by the evening but that was not the case. The toilets were disgusting, one bowl overflowing and the other cubicle with no lock. The rooms, I gather from my friends were not too disappointing, although I did not visit them. The overall impression I had was of a hotel in chaos, with an inexperienced management and staff, shame, as our previous visits left happy memories.

Ravi G, Owner at The Dolphin Hotel, responded to this review
Dear Ivorl188 Thank you for taking the time to review the Dolphin Hotel. We apologise for the level of service which you experienced. The failure to reply to emails is not excusable and changes will be made. While it is true that the rates were different, we do have different rates for different room types. However, this group had a negotiated rate and at check out, all group attendees were charged the same negotiated rate. We will make changes and the issues you have identified will not be repeated.

"Great location.Dissapointing stay"

2
dianejoslin1, Chelmsford, United Kingdom 07/05/2018

We stayed here for one night. We arrived 45 mins before a wedding reception we were due to go to. On arrival we waited a good five minutes at reception. There was a festival going on in the grounds so whilst waiting we were subjected to lots of drunk people two of whom were having a heated argument next to reception exchanging swear words. We evetually were seen to and given a key. No mention of where breakfast was served or at what time. However we were handed a key and off to the room we went. On arrival we opened the room only to find it still vacated! Husband went back to reception and we were told they would move us to a vacant room. After 3 different attempts we were told we would have to settle for a twin room although we had booked for a double. Running now late for the wedding we reluctantly agreed. Later when we got back to the hotel they did reply locate us to a much bigger room. Although a little tired looking it was clean and comfortable. On check out reception tried to charge us again for the room! This hotel has an amazing location but unfortunately the lack of organisation let's it doenables massively.No one seems to know what's going on.And the £127 price tag for our stay really did'nt feel justified.

"Disappointing"

3
SnaxMuppet, Saltash, England 06/05/2018

I stayed here on my own in a single room for one night. The room was fine as a single and was in reasonable condition but the bathroom had been refurbished and was pretty good. However, the bed was dreadful. It was lumpy and was past its sell-by date. Other than that the room itself was fine but nothing special. I didn't get a lot of sleep though before 1am. There was a lot of noise with the staff contributing to it! The noise insulation must be pretty poor and people shouting at midnight from a wedding didn't help. Breakfast was buffet and pretty good... I had the full English. Overall a disappointing hotel in my opinion.

"Lovely stay"

4
User 06/05/2018

We stayed in a recently refurbished suite at the Dolphin Hotel and it was really nice. The decor and amenities were good and very clean. We had a good night's sleep despite being close to the road. The staff are friendly and go out of thier way to help. We were on the 2nd floor and there's no lift unfortunately. However, reception did offer to relocate us to the ground floor if we'd wanted to. The location is beautiful, right at the side of the river and a stone's throw from the main shopping area. All in all a great weekend and we'd visit again. Gave 4 stars instead of 5 only because we didn't eat in the hotel so couldn't judge the food.

Ravi G, Owner at The Dolphin Hotel, responded to this review
Dear Sue, We enjoyed having you as our guest and thank you for taking the time to submit feedback.

"Lunch Time Visit"

1
Edward H, Peterborough, United Kingdom 06/05/2018

Along with my wife I visited the Dolphin on Saturday 5th May. As it was a a lovely sunny day we managed to find a table on the terrace and I went to the bar and ordered drinks and asked for the lunch time menu which and was pointed to one on the bar. I took drinks back to table and after studying the menu we both our choices and I went back to the bar to order only to be told that they were no longer serving bar food. This was about 12.30 pm, probably the height of lunch time trade. This is despite menu's being on the bar and a board on the wall displaying lunch time options. I was told that there was food in the restaurant but it had to be eaten in the restaurant. While this was going on a waitress came out of the kitchen carrying a plate of sandwiches which took to a customer on the terrace. When I queried with her why this customer could receive bar food and I couldn't I was greeted with a shrug of the shoulders and she walked away. We left the Dolphin and walked across the bridge to the River Terrace Cafe where we sat on the terrace, received brilliant service and wonderful food. If in St. Ives ignore the Dolphin and go to the River Terrace Cafe.

"Lovely hotel - Exceptional staff - great food - convenient location."

4
Keo622, Yorkshire, United Kingdom 27/04/2018

My wife and I stayed in the Dolphin Hotel for 5 nights recently. It was a lovely stay - nice and quiet, lovely room, convenient for the amenities in town, friendly and efficient staff. Our breakfasts were cooked individually due to the paucity of guests for a couple of days, and were lovely. Even when the restaurant returned to buffet-style breakfasts, the quality was exceptionally good. The staff were unerringly helpful and polite, especially the receptionists, who adopted a "nothing is too much trouble" attitude and helped us whenever we had a query or issue. The only noise we experienced was ducks and swans and one refuse lorry on an isolated occasion. Our room was clean, and our bathroom was well-maintained and efficient. The light did keep going on and off though - perhaps the sensor was too sensitive? Overall, we'd thoroughly recommend the Dolphin and would definitely stay there again.

"Disappointing"

2
Karen O, Cambridge, United Kingdom 24/04/2018

I booked an Executive Double room but what got was a room that clearly hadn't got to the top of the refurbishment list, was hot and very noisy.....and only had a single bed....not quite what I was expecting. I did get the promised river view but I wasn't there for the view. The room was clean but due to the age of the room didn't necessarily appear so. Having a room at the back of the complex I thought it would be nice and quiet, how wrong I was. It was right beside the gate leading to the public footpath which clanked every time someone used it which on a lovely warm evening was used a lot. Unfortunately as I had been running late and had to go out pretty much as soon as I arrived I was unable to trek all the way back to reception to sort out a different room. I was only there for one night thankfully, but disappointed I didn't get what I'd ordered and do feel that it was overpriced.

"Memorable week"

4
MalcolmH65, Malvern 24/04/2018

Last week my wife and I came to St Ives for a reunion with friends (26 in all), based at the Dolphin. The weather was excellent, the location was stunning and the hotel did us proud. Our room (no.78) was comfortable (had a good night's sleep), with an impressive view across the River Ouse and the flood plane. The rooms were spread out long and low, rather than high-rise, though this presented no problems. Very quiet and peaceful. The food was tasty, plentiful and with a good menu selection that suited everybody. All the staff we met were friendly and helpful. The hotel is well situated for the town, which is just a few yards over the historic bridge. All in all a most enjoyable week.

"Cheap overnight halt"

3
Graeme C, Sandbach, United Kingdom 19/04/2018

The hotel is in a picturesque setting and looks nice from the outside. The bar, beer garden and restaurant are big and well appointed. The room I had was not very comfortable to sleep or sit in. There is plenty of parking but most of it can flood and is very muddy, pack your wellies.

"Don't Judge a hotel by a bad review"

4
Idiakez27, Derby, United Kingdom 19/04/2018

Got booked into this hotel on a work stay in the area, After reading a couple of recent reviews on here I was dreading staying here but as with all my stays I go in with as much of an open mind as possible. The weather was nice on our trip here so when we turned up we were greeted with a large car park which looked like it had recently been flooded so great news that the weather was good and the car park was fine. We were greeted at check in by a very friendly lady who couldn't have been more helpful. Got to our room in separate building to the reception/bar area and found a very spacious twin room with a very clean and nice bathroom. We settled in and then decided to check out the fitness suite/gym that the lady at reception had informed us about. This was the highlight of my stay we had the gym all to ourselves and had quite a lot of good and well looked after equipment to use. The hotel itself is in a brilliant location on the banks of the river and a 2minute walk into the lovely little town of St Ives. The bar staff were all friendly and efficient. We didn't eat in the hotel but i'm sure it was nice. As a person who works all over the country staying in a variety of hotels this one will be up near the top for sure. Thanks for a good stay.

"Disgusting horrible Place"

1
seanphilbin, St Ives, United Kingdom 09/04/2018

Please Please Please !!!!!!! Keep away from this Dump of a place This is my second visit within a month to give it the benefit of my doubt But my first time around was and should have been enough to put me off Especially when the Hotel have taken money from my Account without my consent after my departure date the first time here. Second Visit here I've had 2 rooms and believe me they're called superior rooms !!! I've had better stables They smell of urine stale beer and cigarettes I went out for a meal into town Upon returning I tried to watch some TV But Failed to get ANY TV reception I Rang reception up and they couldn't find an alternative Room Or an Explanation So I had to sit in this cold horrible room smelling of urine Without a TV. Please Keep Away A Beautiful Location Spoilt by Such a S..t hole Hotel Disappointed to say the least. Well travelled Business man.

Ravi G, Manager at The Dolphin Hotel, responded to this review
Hello Sean I have received your complaint from the receptionist prior to this review. My investigation reveals the following: You have stayed with us 2 times. Each time, you booked on booking.com and booked our lowest price room available, which is a single room without breakfast. Both times, you made complaints upon entering the room and asked for a room upgrade. Both times, you were provided a superior king room as an upgrade to the standard single room booked. I apologize about the tv reception. However, the signal is out of our control. Due to the weather in the area, all rooms are experiencing signal problems. The rooms are cleaned daily and all rooms are non-smoking. If housekeeping detects any smoke, they are instructed to do a deep clean. The receptionist did come to your room to redress your issues and found no smoke or urine smell. Nonetheless, you were offered a different room but refused because we did not have a king superior room available and you did not want to move to a standard room. I am truly sorry that you are not satisfied with your stay with us. I will continue to monitor the quality of our rooms to ensure that they are maintained to a high standard.

"Strange visit"

3
LAtoasia, United Kingdom 01/04/2018

I popped in here the other day for a spot of lunch and nostalgia as it's where I drank when I was younger and it was a great place to hang out. However when I came in this time the bar was unstaffed so I stood and waited. Eventually, a guy appeared from somewhere. He proceeded to stare at me, then take a swig from a coffee from behind the bar, grab a huge rucksack and walk off. I don't know if this is now the policy to serve yourself but in the end after standing about for 10 mins and not seeing a member of staff I decided to leave. I would come back to the hotel as it holds a place dear to me but they really must try harder. Better luck next time.

Ravi G, Director at The Dolphin Hotel, responded to this review
Thank you for your feedback. I am extremely disappointed with the conduct of the bar staff which you have described. We are open to serve our customers and your experience is unexcusable. I would appreciate it if you could personally call me at the hotel and let me know what day this was so that I can identify the staff member involved, take remedial action and make sure that other customers are properly treated. I can only apologize for the lack of customer service you experienced and will conduct an investigation. Ravi

"The most uncomfortable bed ever"

1
wendygeraghty, King's Lynn, United Kingdom 25/03/2018

I am disabled in a wheelchair. The room was a good size & the bathroom was a large wet room which is the only nice thing I can say. The bed was very uncomfortable, the mattress had lost its springs. The room was very warm & the bathroom lights worked on auto sensors but the towel rail was very hot with no visible way to turn it off. You couldn't leave the door open to cool it down & I couldn't use the facilities as I'm claustrophobic. It was the worst £100 I've ever spent.

Ravi G, Owner at The Dolphin Hotel, responded to this review
Dear Wendy I am so sorry to read your review and wish this had been bought to my attention during your stay - it is always difficult to address issues after a guest has left the hotel. Had your concerns been bought to the attention of the duty manager then the heating could have been sorted and we could also have changed the mattress. If you do decide to visit us again may I please ask you to contact me personally. Kind regards James Snell - General Manager

"Never again, go somewhere else.."

1
KJB1960, London, United Kingdom 17/03/2018

I had the misfortune of staying here last week, due to an overbooking elsewhere. I heard the words Best Western, and thought, oh,that will be a good hotel, I was wrong.This hotel is a tip, its falling apart,and should be avoided. On checking in, my room was cold, as the hotel heating does not work,and smelly. The cleaners do not clean, my bathroom bin had dirty tissues and tins of beer in it,from the previous occupant I would imagine. The bath is grubby to say the least. When I checked in Tuesday evening, there were dirty tissues on the floor in my room, they were still there Wednesday and Thursday when I checked out, they are probably still there now, room 63, if the "cleaner" or management read this,you may want to go and move them. On Thursday I returned from work to find my door had been left open all day since the "cleaner" had left, the dirty tissues were still on floor though,and the door left open, I reported this to reception and got an "Oh", in response.The walls are paper thin, and noise levels are high,not much chance of a proper sleep, you get to hear everything from the rooms above you, yes, everything... The restaurant is tired and cold,and the staff indifferent.The "specials" menu is sellotaped to a post in the bar area,and written in Biro.I got a meal delivered to my table, asked for a knife and fork, and was told, "they are over there if you want one" I then asked for a jug of water to go with my meal, and was told,"we dont do them, you can have a beer or a wine if you want". Ordering your food is a nightmare, there is one person behind the bar,and more interested in chatting to "builders" than attending a queue of people waiting. I was told a refurbishment was going on here,the only evidence of this I saw was a painter painting a ceiling in the "restaurant" in the evening. I am very surprised this is a Best Western hotel, and that it keeps this status,we have used this chain all over Europe and the USA,but never one like this,its also quite expensive to stay here, in what is in such a low grade hotel.so I would seriously suggest you stay somewhere else.

Ravi G, Manager at The Dolphin Hotel, responded to this review
I very much appreciate your detailed and frank feedback. We are going through a refurbishment and it is causing considerable inconvenience, which is why we have notices displayed around the hotel inviting guests to approach the duty manager. I cannot trace any formal issues raised during your stay to any member of my team and would ask you to contact me direct to discuss your concerns. I do dispute your mischaracterization of the hotel. We are considered the premier hotel in St. Ives and the hotel refurbishment is almost complete. 50 of 67 rooms are fully refurbished. We invite you back when it is completely refurbished. We do give jugs of water upon request to everybody....this is never denied. If this has happened, we will take remedial action. This is not hotel policy and will not be tolerated of our staff. I am sorry that the hotel you had booked at would not accommodate you. I feel their conduct in refusing you lodging to which you were entitled is the real reason for your anger here. I suggest you contact that hotel and voice your displeasure there rather than take your frustrations out on the Dolphin Hotel. James Snell - General Manager

"Over priced "

2
User 16/03/2018

Stayed here 4 nights while working away and I feel it's very very over priced half of the hotel is dated and run down and the other half has just been decorated the half of hotel that's been decorated is nice and modern. On site is a restaurant that was never open but there was bar food available. Food was ok nothing special would not stay here ever again. Young lad on reception in evenings is very friendly and so is the young girl on reception I believe she is one of the owners daughters.

Ravi G, Owner at The Dolphin Hotel, responded to this review
Hello Jules I do find it difficult to believe that you would stay 4 days and not leave after the first day if you believed that the rooms were overpriced. The majority of hotel rooms actually are at the mean of the pricing in the local community. We hope you do stay with us again but the choice is yours.

"Voting with our feet"

2
boilermanover, Cambridge, United Kingdom 16/03/2018

We have been visiting the Dolphin Hotel practically every Monday morning for our coffee for the past eighteen years. Last Monday we were shocked to find that the cost of our two regular size coffees had risen from £3.90 to £4.80 - a hefty rise of 45 pence per cup. In addition the minimum spend of £3.50 to obtain a token to exit the car park had risen to £5 thereby attracting the spending of another £2 on top of the £4.80 to exit the car park. Fortunately St Ives boasts an abundance of cafes and pubs where it is possible to purchase coffee around the £2 mark, so we shall be voting with our feet and going elsewhere in the town. P.ity that the new owners seem to be going out of their way to turn away loyal patrons.

Ravi G, Owner at The Dolphin Hotel, responded to this review
We are sorry that you have chosen to take your business elsewhere. We did have to raise the price of coffee to 2.20 due to the cost increases affecting the food industry as is well documented (higher wages, business rates, utility costs, and higher coffee bean prices.) Also, I am disappointed that you feel that you are entitled to free parking. A price of 2.00 for all day parking is quite reasonable. Moreover, if you spend 5.00, you do get the 2.00 car parking for free (which in essence takes a pound off each of the 2 cups of coffee you bought). The "new owners" are not going out of their way to turn away loyal patrons but rather, trying to operate a business and balance the costs, needs of customers, and profit margins in a way as to strike an appropriate balance. If our 'loyal patrons' believe it is too much to get free parking for a 5.00 spend (which in essence allows you to have 5.00 of food for 3.00--which leaves no profit but fulfills our desire to provide a service even if we do incur a minimal loss) and then by all means, hurry up and vote with your feet. I do ask that you do not use our car park when you are taking your business to other places. Please use the parking lots of those businesses where you are going to take your business.

"friendly , efficient staff and excellent food."

4
geoff_grayton, Cambridge, United Kingdom 03/03/2018

I was with a group of 15 who had pre-booked and ordered before our visit. there was a large car park with plenty of space for our cars, The signage was good and the building tidy , well decorated and warm. the bar was separate from the restaurant so people spent time getting their drinks before taking their seats at our two large tables. The waiting staff let us drift in and let people settle. The pre-ordered food was brought to the tables and the staff asked for people by name making the experience more personal. All the food was to the recipient's satisfaction as were the drinks and the service.

Ravi G, Owner at The Dolphin Hotel, responded to this review
Thank you so much for your kind words and positive feedback - I shall ensure all team members read your comments. I very much look forward to welcoming you again. James Snell - General Manager

"Sunday lunch not resident"

4
Pennie H, Cambridgeshire, United Kingdom 03/03/2018

The Sunday lunch is a traditional carvery. Choice of starters a dessert and coffee included. Excellent value for money and ideal for families. Restaurant overlooking river and town. Ample parking. Nice bar and helpful staff.

Ravi G, Owner at The Dolphin Hotel, responded to this review
May I thank you for your kind words which I will pass on to all team members. We look forward to welcoming you again. Kind regards James Snell - General Manager

"Lovely hotel"

5
User 14/02/2018

Lovely room, staff were wonderful and very pleasant. The hotel is in the perfect spot and we thoroughly enjoyed our stay. Lovely restaurant inside and bar. We will be returning. Highly recommend to families as well as couples.

Ravi G, Owner at The Dolphin Hotel, responded to this review
I am so glad you enjoyed your stay with us and I will pass on your kind comments to the team. We very much look forward to welcoming you again. James Snell General Manager

"Carvery"

4
User 11/02/2018

Just had the carvery in the meadow suite, yes a refurbishment is needed. However, the food was good as was the service. Looks like they'd turned the corner from getting our reviews. Will definitely be coming back in the future.

Ravi G, Owner at The Dolphin Hotel, responded to this review
Thank you so much your positive review and your kind comments which will be passed onto our team - we look forward to welcoming you again. James Snell General Manager

"is the dolphin hotel still open?"

1
myles92236, St Ives, United Kingdom 01/02/2018

popped over the bridge for a bar meal at the dolphin hotel. waited for what seemed ages for a member of staff to appear. were they all in a meeting, abducted by aliens? couldn't see any customers around either. gave up in the end and went back into town to spend my money. waste of time

Ravi G, Manager at The Dolphin Hotel, responded to this review
Hello Myles I am sorry that you did not find anyone at the bar to serve you. We are staffed 24 hours a day including all night with a night porter. If you could phone the hotel and give us the date you came, I could check our rotas and see who was scheduled to be at the bar. Nonetheless, we have full time staff available at the reception and staff in the restaurant during its opening hours. If in the future, you have to wait for service, please come around to reception and the problem will be quickly sorted.

"Disappointed"

3
Kylie M, Lincoln, United Kingdom 31/01/2018

Booked on recommendation when staying in the area for work and although the hotel was clean and smelled nice I think overall it just looks a.bit tired. My room was cold and draughty. It was also right next to the car park which was noisy especially at 6am this morning. There was a very large gap under my room.door. I bizarrely had 2 tv's in my room and I can't figure out why. The bathroom has clearly been a recent refurbishment but I found the square toilet very uncomfortable to sit on and the shower/wet room totally impractical. My shower controls were quite far from the actual shower and as there is no shower tray water went everywhere including over the toilet. I also had a lovely frosted window that looked out onto the car park. No one could see details but I'm sure they can see enough to know what I'm doing in the bathroom, a blind on the window would have given me peace of mind. The breakfast was nice but the dining room was so hot I had to leave as it was making me feel sick and when I went to get a drink of Apple juice there were bits floating in it. Won't return

Ravi G, Owner at The Dolphin Hotel, responded to this review
Thank you for providing feedback on your stay and I am so sorry read your comments - I cannot locate any report made by yourself during your visit - should you decide to visit us again may I please ask you to contact me so that I can personally on my email: [email protected] James Snell - General Manager

"Better than expected, very pleasant "

4
User 29/01/2018

After reading the reviews for this hotel I was very sceptical about visiting. However I am so glad I gave it a chance! I came to st ives on business and stopped over to save travelling. I have nothing bad to say about the place, I specifically asked for a refurbished room and that's exactly what I got. The room was lovely and warm and very nicely decorated. All the staff are very welcoming and very helpful with any questions that I had. The bar menu is very minimal but that is understandable as they are refurbishing, the food was delicious nevertheless. I will definitely be returning whether it's for business or pleasure.

Ravi G, Owner at The Dolphin Hotel, responded to this review
I very much appreciate your kind comments and I will pass these on to our team - thank you for taking the time to review your visit. James Snell - General Manager

"Unwelcolming"

1
User 21/01/2018

I only called in to inquire about whether they had any rooms free (they hadn't or I would have booked a room) and they charged me for using the car park. The hotel is located next to the river and very close to the historic bridge and the high street but it appears to be very unwelcoming.

Ravi G, Owner at The Dolphin Hotel, responded to this review
I am so sorry to read your comment and would appreciate you contacting me direct to discuss this issue. [email protected] James Snell -General Manager

"Need to stop making excuses"

1
User 19/01/2018

Another disappointing visit to The Dolphin Hotel. Under the old management it may have been a bit frayed around the edges, but it was always good value for money and the staff were friendly. Now the quality is poor, staffing variable and they look like they'd rather be somewhere else. It's worrying that management responses to poor reviews blame the reviewers. Just about all effectively say ‘You should have told us…' Poor standard accommodation is excused with plans for future improvements. Not responsible for noisy passers by, when windows wouldn't need to be opened if radiators could be turned off. ‘Restaurant a shambles - avoid' is responded to with thanks for the positive review??? If the hotel isn't up to scratch because of refurbishment, then SHUT until things ARE up to standard. Certainly, don't charge some of the highest prices in the area. And stop making excuses.??If things don't improve soon, the only hope is the latest ‘management' go bust asap and let someone who knows what they're doing take over.

Ravi G, Owner at The Dolphin Hotel, responded to this review
I appreciate you being so explicit in your review of our current situation. I will not comment on third party observations as I am more than happy to meet with guests face to face as issues arise. The refurbishment is happening and on going, but it is taking longer than expected due to the previous owners not making routine repairs which has left the new owners, having to replace. Contracts are in hand for the work to be completed, but we are having to wait for this to be executed. A lot of work that has been done is not visible to guests, and I have explained to other reviewers and also, the extent of what has been done. I am confident that all guests will notice the improvements in the not too distant future - I cannot give a date for completion for reasons stated. If you do decide to visit us again may I respectfully suggest that you contact either myself or Kyle Eaton (Assistant Manager) - I honestly wish this work could be done sooner; I will close by saying we are not making excuses and we are moving forward.. Yours sincerely James Snell - General Manager

"In desperate need of new management"

2
User 15/01/2018

Since I was young I have been coming to The Dolphin Hotel's carvery and bar to socialise with my family and friends. I have many happy memories at The Dolphin, but now find it hard to have a fun relaxing time there. The whole place seems to be locked up in its past, hardly changing from how I remember it to be when I was young and not in a good way. The furnishings are old fashioned and dreary, the restauraunt is in no way inviting. the staff arent happy nor seem to be trained in good customer service, and the set menu I had this saturday gone given to me was the same set menu I was given last year and the year before. Even the food seems to have lost its good taste and now just seems a bit sad. To add, my friend who stayed in one of its hotel rooms said the room was extremely basic and also dirty. Its so disappointing, The Dolphin has great potential to be a fantastic venue... its garden overlooking the river is so beautiful and its wooden beam interior is gorgeous, however everything else is a bit miserable. I think with new management to give the place a makeover with exciting new menus and events held it would be booming with business. I would be so sad to see The Dolphin leave St Ives after so many years, but by the way its going it will leave us before we know it.

Ravi G, Owner at The Dolphin Hotel, responded to this review
I note you are a new member to Trip Advisor and thank you for giving us, your first review. I am interested to note that you have visited the hotel for many years and you will know that it has been a time warp and I would be the first to agree with you - the previous owners did not do any repairs and very little maintenance so, the new owners have had to replace - to that end we are going through a complete refurbishment - a lot of the work that has been done is not visible - new air conditioning in the kitchen, enhanced security systems with CCTV, updating of the fire prevention systems and the redecoration of rooms (we still have 19 to complete) - substantial investment is being put into the premises to realise the full potential of the location. The Terrace Bar has been refurbished and redecorated and work has started in the lounge bar notably the bar itself and paintwork has now commenced. The furniture is due to be replaced when the decoration is complete. Thank you for your comments on our staff not looking happy and I will deal with this through our own internal procedures. I will not comment on third party remarks passed on by your friend except to say that I am always happy to address any issues of concern as they arise. I hope that we will have the opportunity to welcome you back at some time and certainly in the summer to enjoy our gardens and riverside location when we will have completed our redecoration and refurbishment. James Snell General Manager

"Overpriced"

3
User 07/01/2018

Stayed here for a friends birthday party. We paid £125 for an executive room. The room was fine but nothing special. The bed was comfortable but nothing more than you would get in a chain budget hotel. The bathroom was tired and not as you would expect for the price. The communal areas around the room felt a bit like a car park- painted breeze block walls that were cold and unwelcoming. There was also a huge crate of water bottles being stored in one of the main corridors which was odd. The party was in the function room by the river. The room was in a lovely setting and staff at the bar were friendly. The breakfast was as tired as the bathroom, not the best quality ingredients, very average. Staying at this hotel was not my choice. It needs some TLC urgently.

Ravi G, Owner at The Dolphin Hotel, responded to this review
Thank you so much for taking the time to review your stay with us three months ago, although I do feel it is a long time before providing feedback. I very much appreciate you praising our bar staff and will pass on your comments. I am also pleased to read that you found the room acceptable even though the bathroom had not been refurbished at your time of stay. You may recall we had notices at reception advising all guests of the refurbishment in progress. There is no excuse whatsoever for a crate of water to be in a public area and I apologise that this caused you concern. I have gone back through our diary and cannot locate any issue raised by you during your stay. I am sorry that you found the breakfast disappointing, but had you have spoken to our waiting staff we could have remedied that for you. The hotel does indeed have a lovely location and the new owners are putting substantial sums of investment into the refurbishment to realise the full potential. I hope that we can welcome you again in the future and I would ask that you make yourself known to myself or Kyle Eaton, the assistant manager. it is always good for us to have the opportunity to talk to guests face to face for feedback. James Snell - General Manager

"Very disappointing stay"

2
RachPinn, Portishead, United Kingdom 31/12/2017

We were staying at the hotel a we were attending a wedding in a nearby hotel. We were directed to our rooms - which whilst they looked as if they had been decorated recently, there were unfinished areas or areas where corners had definitely been cut! There were wires poking out behind the mirror in the bathroom from the light, the light fittings had been moved, so there were unpainted areas of the ceiling, the door fitting for the catch was missing & the bathroom doors were old & dated in comparison to the rest of the bedroom. We went to the bar late afternoon, but was told it was closed due to the time of year - 30th Dec - Surely this is one of the busiest times of the year for hotels! The bedrooms were too warm - uncomfortably so. We were able to turn one radiator off, but weren't able to turn the other one off! We therefore had to sleep with the window open but the noise - drunken revellers walking home - made it difficult to sleep. We were told breakfast was served from 7.30am to 9.30am. We turned up at 9am and no tables were laid, no staff there to greet us and quite frankly, it was like a ghost town. A member of staff arrived eventually and told us breakfast was a bit of a 'mish mash' - Not really selling themselves! Overall, a very disappointing stay - we definitely won't be returning! Such a shame as the location is beautiful!

Ravi G, Manager at The Dolphin Hotel, responded to this review
Thank you for reviewing your stay at the hotel – I appreciate your time in doing so. However, I was the on call duty manager for the entire weekend but you do not appear to have requested to speak to a manager or, lodged your concerns with the front desk during your stay – had you have done so, I am sure that we could have resolved some of the issues. It is never easy to address matters after the guests have left the hotel. I must point out that several other guests thought the property to be cold and I do believe that room temperature is very personal and I could most certainly have sorted it for you. I do not accept that we can be responsible for noise from the town if inconsiderate individuals choose to celebrate the New Year off site in the way in which you describe. However I would have endeavoured to move you to another part of the hotel had you spoken to me. Our refurbishment is ongoing as our notices at reception and in the corridors state so, I am sorry that your room was incomplete during your stay. Again, I apologise for the state of the breakfast room and will certainly deal with the member of staff concerned through our own internal procedures if this is what actually happened – obviously I am investigating this fully. I would like to invite you to contact me personally if you choose to visit us again in the future and would like to take this opportunity of wishing you all the best for the coming New Year. James Snell General Manager

"Lovely location but hotel was tired, grubby and overpriced. Food was non existant"

1
PDF001, Lincoln, United Kingdom 29/12/2017

There was no bar or restaurant on the night I visited. I was advised of this ( voicemail after I booked) but it was a surprise non the less. The room was clean and functional but the overall feel of the place was it needed a good clean. The corridor leading to my room was in real need of a clean. The breakfast was very rudimentary, it was a buffet breakfast and for £110 advertised price was not value for money. I will not be going there again unless it improves. Only mitigation I can give them was the area near the hotel was flooded, but there was no excuse as it is a Best Western, who I expect better of.

Ravi G, Owner at The Dolphin Hotel, responded to this review
Thank you for taking the time review us. I am sorry that it was not made clear to you on booking that we were operating our bar and restaurant on restricted hours during the holiday season. The hotel is going through a complete refurbishment as our notices at reception clearly state - I am sorry that you were placed in a room that was not completed as we still have 22 out of 67 rooms to finish. Although our breakfast did not meet your expectations, we have received very positive feedback from other guests. Our car park was flooded as it is situated on a flood plain and it floods our car park and surrounding land when the gates are opened down the river at Bedford. It is at the discretion of the environmental agency when this happens; we only joined Best Western branding two weeks ago and we are now in the process with a very precise deadline of completing our refurbishment. The entire management team here at the Dolphin are looking forward to completion of ongoing work. James Snell General Manager

"Nice location"

5
mrsnolly, London, United Kingdom 23/12/2017

Went for works Christmas party. Lovely meal and great to have a dance. Staff very friendly and helpful. Will definitely give the restaurant a try in the new year. Haven't had a works party like this for years.????

Ravi G, Owner at The Dolphin Hotel, responded to this review
Thank you so much for your review and I am so pleased that you enjoyed your evening with us; we look forward to welcoming you again. Happy New Year to you and your guests! James Snell General Manager

"Save yourself the embarrassment!"

1
kallmebluff, Cambs 21/12/2017

Decided to take our guests from America here for lunch as we knew the location was so lovely. Never have we been so embarrassed! The restaurant looked very tired and dated, our table and cutlery were grubby. The waitress who 'greeted' us was very abrupt (we were clearly an inconvenience) and she left us sitting awkwardly at the table awaiting attention. After 20 minutes we had to go and ask for some drinks. The food was almost inedible...the gammon looked burnt and dry, there was no turkey despite it being four days before Christmas and the vegetables were seriously overcooked. This restaurant could and should be a real gem, what a waste of a lovely location!

Ravi G, General Manager at The Dolphin Hotel, responded to this review
Thank you for your feedback following lunch yesterday. I do apologise for the staff shortage which was due to absence through sickness at short notice. I know that an apology was given to you for the slow service offering you drinks, and we gave you these complementary by way of an apology, which you appear not to have mentioned in your review. Coffee was also offered at the end of your meal, which again was not charged to the guest who accepted this gesture. As we could only offer you one vegetarian choice your two vegetarian guests meals were only charged as one. I have spoken to the staff concerned who you considered to be unhappy and abrupt, and I have dealt with this through our own internal procedures. On behalf of the management team and myself, I very much appreciate you taking the time to review your visit. James Snell (General Manager)

"Restaurant a shambles- avoid"

1
Cazp50, St Ives, United Kingdom 14/12/2017

Our Christmas party of 30 was ruined by the complete shambles of the restaurant. For a start we sat for at least 30mins waiting for the staff to come to us to take our starters order. No one came. In the end we decided to go straight for the main course. Meat ok; broccoli & cabbage fresh, mixed veg frozen. Roast potatoes either frozen or deep fried to a crisp. It's Supposed to be a Christmas menu. Where were the pigs in blankets, stuffing, fresh Brussels (not frozen & mixed with other veg) red cabbage etc? The waiting staff or the lack of them were hardly seen & when they did appear looked thoroughly miserable. We were never asked if we wanted drinks, in the end we went to the bar for our own. The restaurant needs strong leadership, helpful friendly staff & higher quality of food. I'm not the only one of the party who will definitely not be going back. It's such a pity as the Dolphin has so much potential, it's in a great location.With the right management, friendly staff and good training it would be a gold mine. I just hope the new owners take on board these comments to improve the whole eating experience.

Ravi G, Owner at The Dolphin Hotel, responded to this review
Thank you for taking the time to review your visit and for providing such positive feedback which is very much appreciated. The hotel is undergoing a complete refurbishment. We are now part of the Best Western group, and as such our staff are currently undergoing a complete training programme. James Snell General Manager

"Great restaurant for family gatherings"

4
Chris_Bren_248, Enfield, United Kingdom 06/12/2017

The Dolphin immediately sprang to mind after looking after us so well last year. Right from the start the staff were helpful and friendly, every phone call met with civility and efficiency. Easy to find with plenty of parking, we were greeted by the staff and found the restaurant to not only be well presented with wonderful views of the river, but sensibly laid out to maximise numbers without feeling too crowded. On our last 2 visits every member of the party was complementary about the venue, the quality of the food and the friendliness and efficiency of the staff. This visit was equally complimented. Sunday lunch - 3 courses for £18.50 and a child's option at £12, with service, worth ever penny. The portions were generous with a good selection of vegetables from the carvery, sadly the beef was not up to the usual standard The choice of starters and desserts covered all tastes and included a coffee to finish. The service was excellent, clearing tables between courses promptly but without pressure to hurry. This is our third visit and we have all agreed that this should be a regular gathering for the family at this venue. Thank you to all the staff for making this celebration such a success with a special mention for Chris who looked after us superbly to everyone's satisfaction.

Ravi G, Owner at The Dolphin Hotel, responded to this review
Thank you for your review and my apologies for the delay in responding. I am so glad that you enjoyed your visit and we look forward to welcoming you again. James Snell General Manager

"Aviod the restaurant"

1
Norman I, Cambridge, United Kingdom 06/12/2017

My wife has been to the Dolphin for a Christmas meal for several years and went again in the last few days. The place has changed hands and what a pity! Christmas lunch with NO turkey, No roast beef and NO roast pork. Roast potatoes awful. Very poor selection of sweets. Water jug on table needed washing. Some of the waiting staff need to go on a course at the Waiters' Training School. Never again!!

Ravi G, Owner at The Dolphin Hotel, responded to this review
Thank you for reviewing your visit and providing detailed feedback. Your comments have all been noted. James Snell General Manager

Ces avis expriment l'opinion subjective de voyageurs individuels et non pas celle de TripAdvisor LLC ou de ses partenaires.