The Hermitage Hotel Avis 

Shocking. Parking £14 per night, shower drain blocked, bed and pillows very uncomfortable, restaurant closed, overall condition of the hotel is very poor. We stayed here many years ago and it was excellent. Since be sold on and standards have slipped to an unacceptable low level. It not cheap to stay here so very poor value for money. My advice is: stay well away.

Hosted our company Christmas party at short notice and did a wonderful job. Everyone had such a great evening, they really enjoyed the food, service and our private room, and they danced until midnight! Thank you so much - and for my lovely modern room too!

I must say I was disappointed with my recent visit to the hotel.

I had booked specifically booked a *Superior* Sea View Family Room after speaking to the hotel reception prior to confirming the reservation and I was told that it has one of the best views of the sea compared to the standard sea view room.

Upon arrival the room was certainly not what was expected, barely any sea view and mostly just a view of trees. When I spoke to the receptionist on the day I was told, and I quote, "a sea view room means sea facing and doesn't guarantee a clear sea view". I found this very misleading and disappointing.

The room on its own was nice enough but certainly not 4* standard. It had a sofa and two chairs but no coffee table, there was tea/coffee facility which was kept on in the wardrobe floor presumably because there's no where else to put it. Telephone didnt work either so had to keep going to the reception if we needed anything.

No hot water in the shower. The washroom was dated and needs better cleaning, pink mold everywhere and the door doesn't lock properly.

On the plus side, the duty manager was apologetic and smiling so that was nice at least.

Been here for 15 years,it was brilliant,but now poor.
£16 per person for uncooked,cold breakfast.
No parking as they let anyone use the carpark,then tell you to park elsewhere!
Very rude staff,unfriendly and unhappy.
Very poor food and choice.
When I spoke to the manager,he was not interested at all.Supposed to make customer happy,he made no effort at all.
He is in the wrong job.
Very very poor.
Avoid.

Lovely, friendly, helpful staff !
Perfect location, great food, lovely refurbishment !
We strongly recommend this Hotel.
This was our 2nd visit, we will certainly return again.
Angie and Graeme Berry
8-12 July 2024

the service was appalling at the recent event Susie Kimber and friends on 7th April had to wait over an hour for a simple burger and fries. The event was badly planned and very poorly managed by hotel staff. The management emailed a feeble apology for what they reffered to as "a slight delay" but is over an hour a slight delay? considering the venue had everyone's food choices in advance and only 60 people attended the event. The management stated they are used to such events and get repeat business. The management kept insisting it was only a slight delay, but over an hour for food which is booked and paid for in advance when they knew numbers attending is unacceptable especially for a simple burger and fries, of which the fries were very badly overcooked which we couldn't send back as it took over an hour to arrive by the time a fresh order had come the event would of been over. And as for the free welcome drink upon arrival this was not even offered to us we had to ask the waiteress for! Not a venue I recommend for a special occasion as its highly unlikely you'll get your order within a reasonable time. The management did not give any explanation as to why there was such an hours delay! So if management were delayed in a supermarket queue for an hour or more a simple apology for the slight delay is deemed acceptable I highly doubt it! Considering what the food was and the slow service this event was vastly overpriced certainly not a value for money establishment!

Booking was for a two night stay in a standard twin room with a sea view. Checking in was ok.

The kettle in the room would not switch off. The radiator in the room was not working or the heated towel rail in the bathroom so the room was very cold. They brought us up a potable heater to use that night and said the engineer would be out the next day to fix it.

The mattresses were lumpy and the pillows were hard.
I had an upset stomach in the morning I had diarrhoea so had to take medication to stop it and after checking the four milks provided on the tea tray I found that two were out of date. One by a year and was congealed and one by 3 mths. Unfortunately the bin had been emptied so I could not check all the other milks I had consumed the day before. I have four in one cup of tea or coffee.
I took photographic evidence of the two that were out of date.
I rang reception to check if the heating had been fixed but it hadn’t the lady in reception came up with the engineer. He could not fix it so we were moved to another room.

The mattresses in the second room we stayed in were better but the pillows were still hard.
The whole experience was not what we expected for a 4* hotel and it was only a two night break.
The whole experience was stressful for two sisters in their 70’s.

After our return I sent a complaint email to Kevin Woods at the Oceana Hotel Group. I didn’t get a reply from him as he had passed it onto Amy Thomas the Operations Manager for the hotel.
After a lot of emails back and forth with her we were offered a two night stay out of season in a standard twin room.

We stayed in a sea view room but she refused to offer us this unless we paid another £40 per night so £80 in total. I don't call this a complementary stay!

She has not replied to my last email I sent.
I also forwarded on the thread of emails that I had with Amy Thomas to Kevin Woods which have also been ignored.

I’m sure the Environmental Health would not be happy that a 4* hotel are giving their guest out of date milk to put in their tea and coffee!
Even the lady in reception took photo evidence of the out of date milks.
Amy Thomas’s reply to this was that in her time working at the hotel this had never happened before.
Maybe they were not made aware of it or the guest would not have checked the milks any way I only did after being ill.
I could not checked the others I had consumed because the maids had emptied the bin in the room.

If you do decide to stay at this hotel then make sure you check the dates on the milks provided.

I would not stay at this hotel again for all the reasons in this review.

The customer services response that I have had from my complaint is disgusting!
To be now ignored and not offer a full refund or a like for like stay only if we pay £80 extra! It’s not good enough!

Stayed between 27th and 30th December. Checking in was quite slow and my allocated single room was very depressing. However, this was soon rectified and I was given a much nicer, brighter, room. Had I not been moved I wouldn’t have found my stay so good. The food was excellent, better than any hotel that I can remember and the staff were lovely. I shall return!

Make sure you have ID with you when arriving at this hotel, no ID no stay, never in UK had this before lucky I had my driving licence with me, when I question this with the receptionist that there is no mention of this on their booking info I got a very curt reply we don't have to show it, also hot water went cold after about 2 minutes of use no good if you want a bath, for a hotel of this rating its more back street than seafront,

I booked a hotel room with The Hermitage Hotel but Lock down prevent travel. To no avail, I cannot rebook or get a refund. Amy (Assistance manager,) has not been helpful with correspondence so I emailed Julie Green (Head of UK operations,) but no reply to date (since April 2022.) Spoken to Booking.com (booked through them,) but they said, this dispute is with the The Hermitage Hotel - OCEANA COLLECTION.

Where do I start. The Hotel rates secured were very expensive especially as the rooms were dated and not really a sea view.

The hotel charges for car parking which is just a money grab. In the restaurant we ordered a starter, £8.50, of pork belly. When it arrived I thought it was a joke, the portion was the size of a matchbox. No response from the staff when I queried the dish.

I would stay anywhere else other than this hotel who are obviously putting profit above their customers.

Book 2 nights Nov 21, upon arrival parking at hotel is limited, then checking in we was charged £14 per night parking, then we went to our room (204) 😩, oh dear, very discombobulated room and it was like an oven, but when we opened the window, the vents from the kitchen blew the fat cooking smell straight into our room.
We book to go to Hardys restaurant at the hotel, menu looked really nice, sat down at 8pm to be handed a selected menu with only three mains on, which we was shocked, the lady tried to offer some other food, but not what we wanted, ended going out at 8.30pm to try and get a meal (Cosy club was fab).
Stayed one night in the room, Absolutely awful it was just soooo 🥵 hot, opened window, but around 5.30am the smell of cooking fat started.
We went to reception and asked for another fan, then 20 min later we had a call and the lovely reception manager who offered us another room, well this had everything in it, absolutely beautiful room and finished having a wonder break.

Date of stay. the 4th and 5th September 2021
First I must thank the staff who were in general very helpful and the food was excellent. However, the accommodation is another storey, this is supposed to be a 4 star hotel, i would personally grade this as a 2+ not quite a 3 star. The floors were squeaky, the bedroom had wall paper coming away, and generally very tired looking, the bathroom had mould in the corner of the bath area, shower was woefully poor, very little ventilation, in the bathroom, 1 small extractor fan, The toilet bowl heavily stained beneath the water level, the door stop the rubber was missing leaving a unprotected screw in the floor this could easily cause an injury. We went out expecting our room to be serviced, but then informed that due to covid this is no longer done, this is strange as other aspects of the restriction which were imposed on all due to covid, i:e the wearing of masks, 2m/1m distance, restricting the numbers in common area and lifts were all absent. As I said the staff were helpful and the food was to a very good standard, but the rooms, i say rooms as we moved from 1 to another during our stay definitely do not warrant the cost of £270 for 1 night, as well as £20 a day to park your car, you may see on the web site it states £14, but at weekends it goes up to £20. Would I stay here again, most definitely not, or at least not until it has undergone some serious refurbishment, that would bring this up to a 4 star standard.