I read the reviews of this hotel and was puzzled as we came away with a five star experience. First, it’s in a great location. We booked a Marina suite for one night pre cruise that had a huge balcony overlooking the peaceful marina. Our only negative was the room could have been cooler but as Americans we’re used to keeping our homes very cool during summer months so I’m sure that this may have left us wanting a cooler room. The bed was super comfortable and the room was spotless. A nice large bathroom with separate shower and bathtub along with double sinks gave plenty of space.

The balcony was huge. We purchased a bottle of wine after our dinner on the roof top and enjoyed it on our balcony. The staff at this hotel is amazing and worked hard to ensure that we had everything that we needed. They also transported us over to the cruise port this morning. A huge help. I would highly recommend the Harbour Hotel. I really have nothing negative to say about this property. We will be back next May when we cruise from Southampton again.

Came for a night to experience the Harbour brand as Southampton was closest (2 hours) to me, and considering the Salcombe harbour property which is approx 4 hours away for the future as it really looks like a great property but wanted to get a flavour of the hotel brand in general.

Overall, this is a beautiful property which lets it down fundamentally on account of customer service. For this reason I can only rate it 4 stars.

i) parking for hotel guests is payable, but for restaurant/bar guests free. What about when for example, you are a hotel guest who has also booked the evening terrace (conundrum I do hear) you are greeted with a ‘that parking validation machine is for restaurant guests only, you can use the parking which is charged by the hour or there is a parking nearby which is a a cheaper cost. So essentially having to move the car after arriving, hardly 5 star experience

ii) had a pre booked dinner reservation for 7pm on the terrace to enjoy the sun and make the most of the good weather. Had two missed calls after checking in but ignored as looked like spam calls and i was trying to enjoy my stay. Arrive at the terrace to be told they didn’t know who had called me, but that the terrace wasn’t available anymore. So basically you gave my table away to another guest after i checked in and then claimed you didn’t call me and that it must have been the reception. We were seated inside instead, despite there looking to be tree tables outside. Hardly 5 star experience.

iii) at check in told there’s decanter of gin in the room which is complimentary, arrive in room and you spot there are glasses, a decanter of gin and no mixers (except for payable mini bar drinks) within 15 mins of arriving in your room someone knocks at your door and asks you ‘would you like some ice and mixers’ of course, they are trying to sell you the mixers and this isn’t actually complimentary at all. It’s disingenuous. A pressure sell which is essentially the hotel trying to sell you mixers and not like they claim ‘offer you something complimentary’. I have no issue with paying for an extra just don’t try and pretend it’s free. Of course, the lady trying to sell the mixers doesn’t mention point i) that the restaurant are trying to ring to confirm your reservation.

It’s not all negative, the food served in the harBAR is really good, breakfast buffet and food cooked to order a great standard. The decor inside the hotel itself including rooms is really beautiful. The thing that lacks inside this hotel is the actual care for the customer experience. Please take this feedback on the chin, improve thins and make your place as good as it can be because these are things that can be changed.