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“Disappointed”
3 of 5 bubbles Review of TLH Derwent Hotel

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TLH Derwent Hotel
Ranked #19 of 89 Hotels in Torquay
Certificate of Excellence
Tonypandy, United Kingdom
Level Contributor
10 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
“Disappointed”
3 of 5 bubbles Reviewed May 13, 2013

We have just returned from a Monday to Friday holiday at the Derwent Hotel. We have been going to this Hotel for over twenty years and never had any reason to make a complaint. We travelled as a group from our local club with Thomas Coaches from Tonypandy South Wales. The coach was clean and comfortable. The driver was pleasant and punctual. On arrival at the hotel the receptionist was unable to find our booking, the reason being they had entered the wrong surname on the booking form. Tara at reception was very apologetic. That solved we were allocated room 326 first impression it was a small room and looked clean, but as we came to realise, first impressions are definitely not reliable. The bathroom was approximately four feet wide, into that area they had crammed a Bath and a Toilet. Imagine using the toilet with one leg jammed against the bath and the other leg against the wall. Discomfort springs to mind. The hand basin was in the bedroom, when you needed to wash hands after toilet use during the night you had to put the bedroom lights on. There was worse to come. We turned the Duvet down on the first night. We had quite a shock !! The bed clothes had not been changed after the last occupants, the duvet was stained what looked liked three faeces marks. We were utterly disgusted. We complained and the bedding was changed immediately. We indicated our disgust and disappointment on the hotel questionnaire. The food was hot, a good variety and well presented. Facilities are excellent the indoor was pleasure to use. Entertainment was good with Kevin from KB Sounds, Steve Lasiter and the team were a joy to watch.

Room Tip: Don't choose room 326.
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  • Stayed May 2013, traveled with friends
    • Value
    • Location
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Helpful?
1 Thank KenDee_11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
jgarside, General Manager at TLH Derwent Hotel, responded to this review, May 14, 2013
Dear Reviewer
Thank you for taking the time to post your review. I am pleased that you enjoyed the food, excellent facilities and entertainment. I am sorry that stains appear to have been missed in your room. I am assured that these were scorch marks from pressing and not anything else as mentioned in your review. It is the case that I rarely get negative feedback regarding housekeeping standards, but it would appear that I have had two this week. I am sure that this is an isolated occurrence and would like to assure you that this has my full attention and that action will be taken to prevent a further occurrence. Our usually very high standards of housekeeping are continuously monitored. I am pleased that you have stated that we addressed the shortfall promptly.
I have looked at the room after reading your review. The room is one of our smallest rooms and is compact but benefits from all new furnishing, fixtures and fittings. As you may have noticed during your stay we have a major refurbishment programme ongoing in our bedrooms. I hope you do choose to return. Regards
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1,054 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (301)
Date | Rating
  • English first
  • Polish first
  • Russian first
  • Any
English first
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
3 of 5 bubbles Reviewed May 12, 2013

Although we had a pleasant stay we was very dissapointed to find the duvet cover had 2 medallion size blood stains on the top side a blue runner was placed over and tucked in so impossible for the maid to of not noticed this also found the lifts were very small to fit my husbands wheelchair comfortably staff very friendly and accommodating

  • Stayed May 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank cardfactory
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
jgarside, General Manager at TLH Derwent Hotel, responded to this review, May 14, 2013
Dear Reviewer
I am really pleased you had a pleasant stay and found our staff to be accommodating.
I am however really disappointed that the stain on the sheet has been missed by the Housekeeper, the Floor Supervisor and the Head Housekeeper. It is not often that I receive negative feedback regarding housekeeping standards. I would like you to rest assured that any shortfalls in standards raised either during a stay or after departure will be treated with the attention and urgency they deserve. I would request that you contact me at the hotel to provide more detail as to what room you occupied and the date you stayed. This can be done by email or by contacting the hotel. I hope that you feel able to provide this information. This allows us to identify any training that may be required, but I accept that our checks in place to ensure standards are maintained have failed on this occasion. I offer my sincere apologies.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Tewkesbury, United Kingdom
Level Contributor
5 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
4 of 5 bubbles Reviewed May 9, 2013

Have just returned from a 5-day break at the Derwent. We have stayed here regularly over the past few years and always look forward to our visits. The rooms are very comfortable and the standard of cleanliness throughout the hotel is very good. The food is lovely with plenty of choice. The staff are very friendly and helpful, and there is a very welcoming atmosphere. This break was drinks-inclusive from 6-11 pm, which we found excellent! The house drinks list offered a good selection, all of which were very good. The entertainment is always good here. Kevin of KB Sounds provides great evenings of fun and mayhem, and he gives plenty of opportunity for ballroom, old time and line dancing. The in-house entertainments team are also very good - on this last visit they put together an excellent Las Vegas show. The entertainment continues until midnight with late night disco. There are plenty of quiet corners around the hotel for reading etc, and when the weather is good the sun terrace by the pool is great. There is also a lovely indoor pool. If you want a bit of pampering, visit the Aztec Spa for a treat - so relaxing! You can get a very good snack or meal in the Aztec Bistro. The hotel is very well situated for both the shops and the sea front, and there are regular buses to Paignton and Brixham, as well as services to other places if you prefer to leave the car in the car park. If you fancy a super cream tea, visit The Singing Kettle just down the road from the hotel - scrumptious! The hotel does look a little tired in some places, but on this last visit several of the bedrooms were being completely renovated. Looking forward to our next visit!

Room Tip: Some rooms overlook Belgrave Road, which can sometimes be a bit noisy with the odd bit of traffic du...
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  • Stayed April 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
Thank rojan2509
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
jgarside, General Manager at TLH Derwent Hotel, responded to this review, May 14, 2013
Thanks for your review. Regards
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Brighton, United Kingdom
Level Contributor
20 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
5 of 5 bubbles Reviewed May 8, 2013

Have visted this hotel many times over the years . had no problems to report . all brilliant . only trouble was that some rooms had the basin in it not in the bathroom. food good . service good. why have i got to keep adding more to this review.

Room Tip: ask for a room with basin in the bathroom not the bedroom
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  • Stayed March 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank les g
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
jgarside, General Manager at TLH Derwent Hotel, responded to this review, May 14, 2013
Thanks for your review. We are removing the basins from the few remaining rooms that still have them and creating walk in shower en suites. We are fully upgrading the entire room as this occurs. We have 175 rooms and are not too far away from completing that part of our improvement works. Kindest regards
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Bristol, United Kingdom
Level Contributor
6 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
5 of 5 bubbles Reviewed May 7, 2013

We stayed at the Derwent from 29 April to 2 May. We had four days of glorious sunshine, a huge family room for two of us, and clean bed linen after two nights, lovely food and very friendly staff.
I've been to the hotel several times before but had never tried the Bistro. What a find! Lovely generous portions of good quality food, we actually regretted upgrading to half board as we would have happily eaten our evening meals there.
We will definitely be returning for another lovely break soon.

Room Tip: The road can be quite noisy from early morning, I always take earplugs with me so it doesn't aff...
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  • Stayed April 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank bee1711
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
jgarside, General Manager at TLH Derwent Hotel, responded to this review, May 14, 2013
Thank you for the review. Regards
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Bristol, United Kingdom
Level Contributor
9 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
4 of 5 bubbles Reviewed May 7, 2013

stayed at the derwent sat and sun eve of bank hol weekend. was allocated rm 162. has had a refit of sorts, new carpet, wallpapaer and paint but same old curtains i think, did not match at all. furniture a bit of a mish mash as well! comfy beds. 3 of us staying room slept 4 so plenty of space. bathroom same as before a little dated but very clean. staff as usual were helpful food was fine, with plenty of choice. entertainment was good, both for the kids and older ones. weather was amazing which always helps. looking forward to our next stay which will berfore the end of the year. over the last 7 years we have stayed a couple of times a year for short breaks that surely speaks for itself. take into consideration what you will pay and the facilities on offer, always great value for money.

  • Stayed May 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Lee B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Birmingham, England, United Kingdom
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
5 of 5 bubbles Reviewed May 3, 2013

just returned from derwent hotel in torquay what a nice place . handy 2 get 2 other places the hotel is rated as a 2 star but could easly make a 4 star good food nice staff very helpfull rooms were cleaned every day if i had 2 say anything bad about it the only thing i would say is that the eventime entertainment could do with improving and have some more lifts as 2 was not enough

  • Stayed April 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Rita B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
jgarside, General Manager at TLH Derwent Hotel, responded to this review, May 14, 2013
Thank you for your review. Kindest regards
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about TLH Derwent Hotel

Property: TLH Derwent Hotel
Address: Belgrave Road, Torquay TQ2 5HS, England
Location: United Kingdom > England > Devon > English Riviera > Torquay
Amenities:
Bar / Lounge Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Spa Swimming Pool
Hotel Style:
#2 Spa Hotel in Torquay
#17 Business Hotel in Torquay
#25 Romantic Hotel in Torquay
#34 Family Hotel in Torquay
Price Range (Based on Average Rates): $
Hotel Class:3 star — TLH Derwent Hotel 3*
Number of rooms: 175
Official Description (provided by the hotel):
Part of TLH Leisure Resort, this lively 3 star hotel has access to an extensive range of indoor and outdoor leisure facilities, together with nightly entertainment and dancing. Enjoy indoor and outdoor swimming pools, a luxury spa, gym, huge indoor games arena, daily kids club and a daily activity programme. Bowling and dancing holidays a speciality. Close to sea front and town centre, ideally placed for exploring the English Riviera and beyond. ... more   less 
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Also Known As:
Derwent Hotel Torquay
TLH Derwent Hotel Torquay, Devon

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