Bournemouth Highcliff Marriott Hotel

“Amazing!”

Amazing location! Hôtel staff couldn’t do enough, special thanks to Jamie on the bar for looking after us and introducing me to a new spritz! Really helpful and friendly bar staff.

“Good stay, couple of issues let it down”

Overall we had a good experience at this hotel. We stayed in a junior suite with our 2 year old son. The room was perfect for the three of us, with plenty of room for his cot. The view was outstanding, so was the air con and room in general. Brasserie Blanc was great for dinner and room service. St… more

Overall we had a good experience at this hotel. We stayed in a junior suite with our 2 year old son. The room was perfect for the three of us, with plenty of room for his cot. The view was outstanding, so was the air con and room in general. Brasserie Blanc was great for dinner and room service. Staff were also very friendly. Couple things let the stay down, the breakfast (when included in the booking) was poor, with extra charges applied to a lot of things unnecessarily, for example a cappuccino was an additional charge, same ingredients as a filter coffee with milk, seems tight considering the price of the stay. Also the quality of some of the breakfast food was not to the same standard as the rest of the hotel/restaurant. The other thing that let the stay down was an issue with parking, reception called us at 10:30 at night to move our car, we were told somebody had removed barriers to the parking area we were in, incorrectly. Which was not our fault, and we felt it was very unreasonable to ask us to come move it at night when we had a two year old son and pregnant wife.

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“Disappointing”

Stayed for one night with my wife and our two daughters (aged 1 and 3) as part of our youngest daughter's 1st birthday celebrations. Our first impressions were excellent. Mira on reception gave us a genuinely warm welcome and went above and beyond to help us get our luggage and pram to the room. S… more

Stayed for one night with my wife and our two daughters (aged 1 and 3) as part of our youngest daughter's 1st birthday celebrations. Our first impressions were excellent. Mira on reception gave us a genuinely warm welcome and went above and beyond to help us get our luggage and pram to the room. She took the time to chat with our girls and made us feel very welcome. After a long train journey, that personal touch was really appreciated and set the tone for what we hoped would be a lovely family stay. Unfortunately, after that, things started to go downhill. At around 7pm, after a day at the beach, we discovered there was no hot water in our room just as we were trying to get our daughters bathed and ready for bed. An engineer attended but the issue wasn't resolved. We were told reception would contact us with options, however we ended up having to chase for updates ourselves after hearing nothing back. The initial suggestion was to use another room purely for showering, which wasn't practical with a 1-year-old and 3-year-old who were already overtired and past their normal bath and bedtime routine. We were eventually offered a room move. The first option was in another building, which wasn't ideal given the lift issues and the fact we had a pram and two tired children. Eventually, a vacant family room was found on the first floor. While we appreciated the effort to resolve the situation, it meant packing up and moving rooms during what was already a stressful evening. We also lost the lovely sea-view room we had originally been allocated. To add to the disruption, room service ordered for our 3-year-old's dinner arrived cold and she refused to eat it. The hotel did ultimately make a genuine effort to put things right by removing the room service charge and applying a 20% reduction to our room rate. However, there was further confusion at checkout as the morning team appeared unaware of the agreed compensation and I had to show the messages confirming it. The receptionist then had to check with a supervisor before the discount was applied. While the arrangement was ultimately honoured, it was disappointing that the information had not been properly handed over between teams and left us feeling as though we had to justify what had already been agreed the previous evening. Overall, the location is excellent and the hotel has a lot going for it. What should have been a special family celebration was unfortunately overshadowed by the hot water issue, poor communication throughout the evening, and the disruption that followed. Credit is due to the team for eventually resolving matters and compensating us fairly, but it wasn't the relaxing family stay we had hoped for.

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