Captains Club Hotel

Dinner was excellent, and the hotel’s riverside setting made it easy to enjoy a walk. Our room was spacious, with the view we’d hoped for, and having a parking space allocated was a nice touch. There was no Nespresso machine in the room at first, despite it being offered, but reception brought one quickly after I called. We’d ordered breakfast in the room. I’d asked for a vegetarian breakfast but was brought a full English. I was fine with it, but called to check nobody else had been given the wrong meal. A replacement breakfast arrived within minutes. The service throughout was hard to fault, and the team helped make our stay comfortable. We look forward to coming back.

This was our second visit, and the room was lovely again. The quiet view was the sort you could sit and watch all day. For our anniversary, the handmade chocolates and towel swans with a happy anniversary message were such a thoughtful touch. It was also a relief not to worry about parking when we arrived. We’ll be back, hopefully soon.

We liked being able to book a slot for the spa, so it didn't get too crowded, and both breakfast and dinner were enjoyable. Our apartment had lovely views, with an easy walk into town. One small thing I’d change: the shower products aren’t branded, and I’d prefer a hand soap dispenser by the bathroom basin instead of a little wrapped bar.

We left without staying, after what should have been a birthday treat for my husband fell apart. A few days before our visit, the hotel emailed to offer a complimentary upgrade from our original room to a beautiful two-bedroom suite. I’d already cancelled because we live locally and thought one night was too expensive, but the hotel had confirmed that cancellation. The upgrade changed my mind, so I messaged to say I’d keep the booking. At check-in, we were shown to a small standard room. Reception said, “Oh sorry, we downgraded you.” Nobody had contacted us to warn us. Since the suite was the reason I reinstated the booking, I was hugely disappointed. The staff didn’t seem to care, and the 10% discount offered was around £33, which felt quite insulting in the circumstances. I asked for a refund, and we decided to leave. As we were going, the receptionist seemed annoyed because my husband had accidentally spilled some complimentary chocolates on the top sheet. We were told the room couldn’t be rented again because of it. Surely changing a bedsheet is standard housekeeping? We also asked to speak with a manager, but were told he was “too busy.” It was an incredibly disappointing experience, and our birthday celebration was completely ruined. We won’t be returning.