Haven Hotel

The harbour view was lovely, with the ferry passing constantly, and our balcony was huge. The hotel has a picturesque bar overlooking the water, and breakfast was lovely too. We were there Saturday to Monday, but nobody came on Sunday to top up the milk or coffee or check the room. I ran into Victoria, who sorted that out straight away. Thanks to her, Amy at reception for the warm welcome, and Lewis for helping us get someone to the pool and spa. The pool area needs attention, with missing tiles and rusty patches. We used the pool and spa for about 45 minutes, and nobody was around to keep watch. That seemed very unusual, since there would have been no one nearby if a swimmer had a health problem. Our room looked clean at first, and the anniversary card, chocolates and rose petals were a lovely surprise. But room 124 had a very uneven floor, especially in the small bathroom. My husband works in building, and he thought something was wrong. The floor seemed to have dropped, with cracks and a large gap beside one side of the bathroom door. The bar itself wasn't very clean, particularly behind the counter. The mirrors were smeary, and the coffee machine looked so dirty that I didn't drink the coffee I'd ordered. It seemed to cater mostly to older guests. The hotel is lovely in some ways, but clearly has building issues and is far from a full range of amenities. It was just okay overall.

Neil really made our stay. What a guy! He made the experience so much better, and I hope they never get rid of him. All the staff were incredibly friendly and helpful. The hotel could use some upkeep, though. It's a bit dated, and parts need repair or decorating.

The Sunday lunch was a letdown. Although the menu said those dishes were available every day, we were told none of them were served on Sundays, so we ended up with a bowl of chips. Dinner options were limited too, though the food was good. The hotel is in a great spot on the Sandbanks peninsula.

We paid about £450 for two nights and came away feeling ripped off. For that price, I expected much more. It felt closer to a £300 stay, and I can't see how the hotel qualifies as four star. It needs urgent investment to meet what guests would expect. The staff were polite and efficient when we checked in, and the hotel has charm, but the condition was poor. Our deluxe room was tired and the door was battered. The corridors, reception and other public areas need refurbishment too. The shower was poor. In the health centre, the sauna wasn't working, and the pools looked old and worn. Service was good, but the facilities and building felt battered and underwhelming.