Durley Grange Hotel

Lovely hotel with very friendly staff. I really liked the polite young man who redid my room card after they kindly let me have an extra hour before checkout. I think he was the landlady’s son, about 4-5 years old, bless him. I’d recommend the place.

The manager welcomed us with a big smile and was so lovely. I asked for an early check-in, and she was more than happy to arrange it. We could also check out late for an extra fee. The hotel’s location is amazing, and we loved the whole experience. Definitely booking here again when we next visit Bournemouth.

The first time we stayed, the service was excellent and we had a great visit. Our second stay was disappointing. When we checked out on Saturday 7th January, we told reception about constant knocking sounds from the roof that had disturbed us, and suggested they check it so other guests wouldn't have the same problem. The gentleman was polite, but a European woman came across as very rude. She told us to book a room on another floor next time and talked about noises she hears where she lives. Poor customer service.

We checked the rooms and decided not to stay. All three were terribly dirty, with stained sheets, hairs and bread crumbs. The mattresses were yellow and marked, and one room even had a forgotten t-shirt. We were told the rooms had been serviced, but they didn't look that way. The customer service was unexpectedly bad, too. The car park was small, uncomfortable and paid.