Osborne Hotel

We had good food, though there wasn't much choice, and the staff were really friendly. The hotel itself was lovely. In January, bad weather kept us indoors during the day, and it felt cold because the heating was off. It was warm again at night and early in the morning.

The hotel is right by the water, with spectacular views, and parking was easy. I booked a junior suite and would strongly recommend one. The food was great, too, and the whole stay was sensational. Annette and Jade made me feel welcome straight away. I had just discovered that I'd left my passport and credit card at my previous hotel in Bournemouth, and they kindly called ahead to let them know I'd return the next day. Their warmth set the tone for the stay. Oliver was wonderful as well, making great drinks and looking after me in the restaurant. He brought a lot of fun to the experience. I'd give them 10 stars if I could. You're missing out if you don't stay here.

The rooms are nice, but the staff and amenities were a letdown, at least in the off-season. I can't tell whether they care less when guests aren't paying peak prices. The pool is also open to the public for things like swimming lessons, which I hadn't been told about. There was no sign, and when we asked reception for a pool card, the receptionist didn't mention it. I don't think she understood that my partner and I weren't comfortable swimming in the deep end with around 15 parents watching. It's a small pool, so everyone is in full view. We were gutted after getting changed into our swimwear. The hotel also hosts private events, so parking may not be available, as spaces are limited.

Getting there was nearly impossible because of roadworks. They'd been going on for weeks and were set to continue, but the hotel hadn't put up any directions. The experience was awful. It's supposedly four-star, but it didn't feel that way. The pool was unusable because of all the chlorine, the mattress was worn out, and our bath towels had stains. The manager seemed not to care and blamed the laundry company, even though the stains were easy to see. Breakfast was mediocre at best.