I booked a room with yourselves for the 13th Nov 2020 until 16th Nov 2020 for the rate of £191 via booking.com. The booking was cancelled due to COVID-19 and I spoke to a manager on the phone as well as booking.com customer service and I was promised a refund. I never received that refund and have not been able to get hold of yourselves via the phone number since. Please could you come to a resolution of how and when I will receive my refund as £191 is not a small amount of money too lose, especially for a booking I did not get to attend. Kind regards,
We researched hotels in Bournemouth and noted the Orchid is rated very highly on Tripadvisor. We booked over the phone and were reassured by the booking staff that the room we reserved (304) was suitable for two adults and two small children. On arrival, we found the room to be very small (unsuitable for 4) and there was an unpleasant odour in the room which we had to air out by opening the windows. The plaster around the bay window, were the junior bed was placed, had large cracks and the room was dusty. As the kids have dust mite allergies and we could see the room was below expected standards, we made a complaint at the front desk and requested a transfer but unfortunately we were told all rooms were fully booked and a transfer was not possible. As a kind gesture, complementary breakfast was provided. We appreciated the gesture but it did not adequately compensate for a very unpleasant nights sleep. It’s not often that we make a formal compliant, but we feel on this occasion it was warranted, as the room was such a disappointment. It really ruined our holiday. It made matters worse that the entrance to the room next door was directly next to ours. The room entrances are so close together (very odd) - we could hear the occupants coming and going throughout the night and banging on their door several times. We can only assume that other rooms in the hotel are much better, both in terms of configuration, size and cleanliness, which may explain the Tripadvisor reviews and high ratings. Room 304 was certainly not worth £200 per night. We raised these issues with the management team after our stay although nothing can really compensate for such a terrible experience.…
Super friendly staff, great breakfast room and cute garden area. Our bedroom has a really beautiful bathroom with large bath AND shower! Really impressed overall - thank you very much for the enjoyable stay.
We arrived late on a Friday night, with on-site parking, and were checked in quickly and smoothly. The bed was so comfortable, and the room was very clean. Both the bedroom and the bathroom was spacious. Whenever we requested anything from reception it was delivered to our door quickly and maintaining social distancing. The inside of the bath could do with the silicone being re done, as it is going black. But we really enjoyed our experience, and would love to come again.
very nice hotel comfortable clean room and amasing staff coulnt do enough for us , convieneint location fortraveling to day trips around the area.would stay here again if in the area. cant say enogh possitive thigns aboit the hotel. restaurant nice too.