The Norfolk Royale Hotel

We came to Bournemouth for the first time and liked it, especially the well advertised gallery and mansion. We were on a different company coach trip with Voel. The meals had seven options and were served efficiently, always hot and well cooked. Staff were very friendly and helpful. We enjoyed the stay, especially the reception lounge and open bar. It was nice to have somewhere to rest beyond the bedroom. The downstairs social area was pleasant, with a bar and entertainment, and my husband enjoyed the swim and jacuzzi.

My parents and some other family members spent a week here and came home raving about it. They loved the hotel and their rooms, and thought the food was fantastic. The staff were even better, giving them wonderful service throughout. When my dad became ill and had to go to hospital, the staff went above and beyond. They encouraged him to call 111 when he needed it, saved food for him and my mum for their late return after missing dinner, and checked on him for the rest of the trip. We're very grateful for all their support.

We came with Blake's Coaches and had room 303. It was very large, though a little tired in places, and there was some outside noise but no issues. Housekeeping was to a high standard. So far, this has been the best one we've stayed in within the Lesuireplex hotel group. The restaurant was comfortable and the food was nice. Bar prices were reasonable, and the staff were efficient. Service was outstanding and better organised than at the other hotels. A young lady from Bulgaria whose name began with "G" deserves a gold star.

The single room was fine, but I was disappointed that I couldn't swim unless someone else was also booked to swim. The hotel said there was no lifeguard and cited health and safety. I couldn't find any mention of this on the website, and the pool was the main reason I chose this place over a more basic hotel. If you're travelling alone and want to use the pool, be warned. Thanks to the hotel for replying and agreeing to refund me, even though the booking was theoretically non refundable. I found another hotel at essentially the same price where solo swimming was allowed. Unfortunately I booked through a third party, Agoda, which hasn't been so helpful, even though the manager said they could contact the hotel and sort it out.