Luccombe Hall Hotel

The balcony rooms made the stay feel special, with lovely views and a really relaxing atmosphere. We had a wonderful time at Luccombe Hotel and would happily return. The food was delicious, well prepared and offered plenty of variety. We also thought the prices were very affordable for the comfort, service and overall experience. It’s a lovely setting with good dining, and I’d recommend it to anyone after an enjoyable, relaxing holiday.

The food came out quickly and was always delicious. There are lovely staff, indoor and outdoor pools for everyone, and a brilliant games room for younger guests. There’s also a pool table and air hockey just outside it. Amazing hotel, would recommend to everyone.

We slept well in a pleasant, quiet room, though the shower could have had more power. The facilities were great, and the food was excellent. Staff were friendly and helpful throughout, especially Alan, who served most of our meals. He was excellent.

The refund was processed immediately when I asked for it, even though I’d first been told it might take 3-5 days. But the rest of my experience with Luccombe Hall Hotel’s customer service was disappointing from beginning to end. I bought an afternoon tea voucher on 4th May as a present for my step mum. It still hadn’t arrived by 15th May. When I called on 12th May, I was told it had been posted 2nd class on 5th May and that the Isle of Wight was experiencing postal delays. The website hadn’t said the voucher would be sent that way. If it had, I’d have chosen email delivery or paid more for first class. By Friday 15th May it still wasn’t there. The options I was given were to resend it by email or by first class post, which meant it would arrive the following week, more than two weeks after I’d bought it. I asked if they could offer my step mum anything as a goodwill gesture when she eventually visited, since I’d wanted to give her a physical gift. The answer was just no. I then spoke to the owner, Steven, hoping he’d find a more customer focused solution. At first he said he’d personally deliver vouchers if the address was nearby, but took that back when he heard it was in Cowes. He said he “did not have the time” because he owned three hotels and sat on the Visit Isle of Wight board. What bothered me most wasn’t the postal delay itself, which can happen, but the lack of empathy, flexibility or accountability. At one point, I was called “combative” just for explaining why the service had disappointed me. The whole thing felt needlessly difficult and left me with little confidence in the hotel’s customer care.