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“Shabby without the chic and appalling customer service” 1 of 5 stars
Review of Salisbury Hotel

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Salisbury Hotel
30-32 Clifton Gardens, Folkestone CT20 2EF, England   |  
Hotel amenities
Ranked #9 of 9 Hotels in Folkestone
Leigh-on-Sea, England, United Kingdom
2 reviews
Reviews in 2 cities Reviews in 2 cities
4 helpful votes 4 helpful votes
“Shabby without the chic and appalling customer service”
1 of 5 stars Reviewed April 12, 2012

Rooms in need of complete overhaul, plaster hanging off walls by sink as a result of a flood from the room above. Cobwebs on walls, window wouldn't stay open and the vent above the window stuffed with old newspaper, presumably to combat draughts. TV was old and reception very poor. Bed was very firm but comfortable, furnishings OK, shower elderly and fiddly to get to a reasonable temperature with a flimsy curtain which stuck to your body when the water was turned on as a result of the downdraught from the water.
No "DO NOT DISTURB" sign in room. On enquiring, receptionist looked at me as if I was asking something completely untoward and told us to "tell him" we didn't want to be disturbed, or - and this was said sarcastically, he could "make me a sign if I wanted".
Information about breakfast times etc in our room conflicted with what we were told verbally on check in.
Describing what was served as coffee at breakfast is taking artistic licence too far. Even my husband, who is far from fussy about coffee, found it undrinkable.

The lift broke down on the third night of our stay. The duty manager/receptionist went upstairs to try and resolve the problem and then came down, saying, "Sorry, it's broken, we'll have to call out maintenance engineers in the morning."
On being asked what could be done to help me as our room was on the third floor (I plainly have restricted mobility and walk very slowly using crutches), he shrugged and walked off.

I appreciate that the lift couldn't be mended immediately, but he could have shown more concern and been apologetic about the lift break down. Perhaps he could have offered to see if there was a room on the first floor we could have used for the night - or apologised properly at the very least. I walked up three flights of stairs and am suffering the physical repercussions of this four days later.

The next morning the lift was still out of commission, so I walked down three flights of stairs, holding onto an extremely rickety hand rail between the second and first floors. Breakfast is served in the basement and I couldn't face walking down another flight of stairs to eat and then walking back up to the ground floor.

No one in the hotel offered any assistance with the collection and removal of luggage from rooms in spite of my very obvious disability or the fact that other members of our party were elderly.

The hotel also advertises that there is "free on-road parking" but neglects to mention that parking spaces are like hen's teeth. There are two disabled parking bays diagonally opposite the hotel, outside a nearby nursing home, which we used as I have a "blue badge". They are about 50 metres from the hotel in my estimation. Other members of our party found parking their cars a nightmare. This should be mentioned in the hotel's "blurb" rather than stating that on road parking is free as if this is a major benefit. If you can't park unless you do so a twenty minute walk away, free on street parking is no help to anyone.

  • Stayed April 2012, traveled with friends
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheSaliburyHotel, Owner at Salisbury Hotel, responded to this review, May 15, 2012
Thank you for your reveiw, Im very sorry your room did indeed suffer a unexpected leak and the lift did fail over night during your stay, which is very rare and was repaired the next morning.
I have arnswered your complant directly in fulll detail and apologised for the inconvenience you encountered and you have accepted my apology and plan to visit again soon.

Kind regards
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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209 reviews from our community

Traveler rating
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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    3 of 5 stars
  • Rooms
    2.5 of 5 stars
  • Service
    3.5 of 5 stars
  • Value
    3 of 5 stars
  • Cleanliness
    2.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (65)
Date | Rating
  • Dutch first
  • English first
  • French first
  • German first
  • Italian first
  • Any
English first
Sheffield, United Kingdom
Senior Reviewer
6 reviews 6 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
11 helpful votes 11 helpful votes
3 of 5 stars Reviewed February 27, 2012

Full English breakfast excellent, as much extra toast/coffee/tea as needed. Clean enough rooms, bed comfy but carpets tired and need updating. Wash hand basin too small to get proper wash/teeth cleaning but only a shower no bath. Good position on Leas, very quiet at night with no charge to park on roads nearby but difficult to find a space without a disabled badge. Good bar well used, good atmosphere with friendly staff. Not good for disabled with steps to front but does have a lift. TV can only get 4 channels (Channel five is blocked by France) Haven't updated to freeview yet but did have remote control.

Room Tip: I have no tips
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  • Stayed February 2012, traveled with family
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
folkestone kent
Senior Contributor
24 reviews 24 reviews
4 hotel reviews
Reviews in 7 cities Reviews in 7 cities
17 helpful votes 17 helpful votes
3 of 5 stars Reviewed January 31, 2012

we had pleasure in staying in this hotel over xmas and what a great time we had,its clean tidy but what made it for us was thr manager phil,he was fantastic nothing was to hard for him and always a smile and a joke and very helpful ,ok the rooms are tired but clean and the bath needed updating to a shower but its a 2 star not a 5.the food was plentiful and home cooked and delicious,all the staff were pleasant friendly and professional.the location is brilliant as its views are breath taking,all in a very great holiday good hotel but worth a visit just to meet phil the manager who even got up and sang many thanks the owners must be proud of you all i will definately be going back cheers

Room Tip: make sure you ask for shower or bath
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  • Stayed December 2011, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Aylesbury, United Kingdom
Contributor
17 reviews 17 reviews
10 hotel reviews
Reviews in 11 cities Reviews in 11 cities
8 helpful votes 8 helpful votes
3 of 5 stars Reviewed January 20, 2012

I've just returned from a 4 night stay at the hotel on my first ever British coach trip. On the down side the TV was poor - indoor aerial with variable reception, only 4 channels and no remote control - and while we had an ensuite toilet and shower the hand basin was in the bedroom, which we didn't like (apparently not all rooms are like this). Duvets rather than blankets would have been welcome. However the room was a good size and very clean.
The food was very good - much better than we expected for the price that we paid. All the staff were friendly and helpful, especially the fair haired waitress who looked after us very well all week.
We wanted a bargain break and this week has been great value for money. If we wanted a 4 star break then we'd expect to pay 4 star prices!

Room Tip: Allegedly, some rooms on the lower floors have been refurbished. The sea vew from the front facing...
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  • Stayed January 2012, traveled with friends
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
leicester
Contributor
16 reviews 16 reviews
12 hotel reviews
Reviews in 10 cities Reviews in 10 cities
5 helpful votes 5 helpful votes
1 of 5 stars Reviewed January 10, 2012

Stayed at this hotel over the new year with fourteen other friends!!! It is the worst hotel any of us have ever stayed in. Old and dirty fittings and furnishings, filthy windows, leaking ceilings, broken shower rails, soiled seating and much more. On a betted note food average and nice staff in the dinning roon.Will NOT be returning.

  • Stayed December 2011, traveled with friends
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Leicester, United Kingdom
Senior Reviewer
6 reviews 6 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
7 helpful votes 7 helpful votes
1 of 5 stars Reviewed January 3, 2012

Thank goodness it was only one night. The bedroom had threadbare sheets, curtains hanging off, showerhead hanging off , no hot water. The bathroom door didnt fit properly, so i could see my room mate who was sat in bed whilst i was sitting on the loo.The room was shabby to say the least.Our friends next door were convinced they had seen a mouse and its traces were apparent. Their room was no better. We had to choose our dinner option on checking in for the information of chef. Well the "reheater of food". Packet soup , tinned potatoes and peas and a frozen gateaux of some sort for dessert. What a treat for my weekend away. This hotel is trapped in the seventies and doesnt look like it has been touched since. The evening entertaiment was called "Sly" who dropped his guitar and the music kept playing artist. The only positive I can say is that the waitresses were very friendly and we had a free bar.

Room Tip: Dont bother
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  • Stayed December 2011, traveled with friends
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Oswaldtwistle, null, United Kingdom
1 review
5 of 5 stars Reviewed December 9, 2011

excellent customer service,warm n friendly from the moment we stepped through the door.i was taken ill on my visit and phil the barman looked after me tremendously ,my husband was very impressed.the waiters/waitresses always prompt ,service with a smile always eager to please.hotel rooms cleaned .not a fantastic looking hotel but would stay here before going to the more expensive hotels ,the salibury is value for money.

  • Stayed December 2011, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Salisbury Hotel

Address: 30-32 Clifton Gardens, Folkestone CT20 2EF, England
Location: United Kingdom > England > Kent > Folkestone
Amenities:
Free Parking Children Activities ( Kid / Family Friendly ) Restaurant
Hotel Style:
Ranked #9 of 9 Hotels in Folkestone
Price Range (Based on Average Rates): $
Number of rooms: 50
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Also Known As:
Salisbury Hotel Folkestone, Kent, UK

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