Best Western Dolphin Hotel

The cleaning staff were friendly and efficient, and our room itself was very nice. The terrace also has a lovely setting, though the paving needs maintenance and the area looks tired. Sadly, there were many problems during our two nights on 27 and 28 April. We weren’t told when booking that the restaurant was being refurbished, so there were no evening meals. The room had unfinished snagging, including shower fittings coming away from the wall, no handrails in the walk-in shower, unrepaired hooks on the bathroom door, nowhere for coats, and only two hangers each. The website said a hairdryer was included, but there wasn’t one. There was no information in the room about facilities or safety, and no hotel layout was available. The access ramps need attention too. On Tuesday morning the fire alarm went off without warning. We hadn’t been told at check-in that it would be tested, and it took three calls to reach reception. When we arrived and asked for a drink, we were told the bar opened at 5.30pm, but that someone would get us one. We waited 20 minutes, then went back to reception; the man came around and served us. He said to call reception’s landline if we wanted another drink. Breakfast in the Meadow Suite was disgusting, with burnt sausages and bacon, and everything lukewarm. We chose the continental breakfast on the second morning, which was much nicer. Getting to the Meadow Suite meant going outside in the rain, as there was no route through the complex. On Monday afternoon we couldn’t get through the car park barrier. We had to reverse to reception, where we learned parking cost £2 per day, something nobody had mentioned at check-in. Luckily, the other receptionist realised we were guests and gave us a token to get out. Reception felt sparse and unwelcoming, with no local tourist information. Night security was very poor, as all the doors were accessible. The side gate by the bridge was open on Monday evening, making the walk into town easier. On Tuesday evening I asked whether it was open, but was told the person responsible hadn’t arrived, so it stayed shut. We took the longer route and hoped it would be open on our way back, but it wasn’t. There was a sign inviting people in for coffee on the terrace, but no directions when the gate was closed.