Highfield House Hotel

I gave a lift a guest to stay at this hotel. I drove to the hotel and waited for a short time while they collected their luggage .I thought no more about it until I received a £100 parking fine in the post. I’ve explained the circumstances to both the parking company (it seems the hotel has ‘outsourced’ their car park) and the hotel both of whom have been unhelpful and unwilling to review the fine. This is outrageous and an incredibly poor way to treat users of this hotel. Since finding myself in this situation I have heard of a number of other people who’ve experienced similar, so this is not a one-off and is clearly result of a money-making policy.

Do not use the hotel or its adjoining Ceno's restaurant unless you want to get a £100 parking fine. They operate a Parking Eye scheme and even if you are a guest or diner, you get fined and the manager is extremely unhelpful, It's a scandal and I'm surprised their overall rating is so high. Very poor customer service

Ahead of my University Graduation, I booked 2 rooms here for myself, my partner and my parents. I booked this 11 months in advance as I knew all affordable options would get booked quickly. Less than 2 weeks before the event, I received a cancellation email through ***********. They didn't call me or send me any other indication about why they cancelled my stay so last minute. When I called, I received no answer. They have ignored my email's too. And didn't give me any other choice of accommodation. I can only imagine they were cancelling my booking to get an extortionate price out of someone else. As you can imagine, with less than 2 weeks to go, there were no reasonable options. My choices were to either stay at a hotel or AirBnB for £650 a night or to travel 7 miles outside of the city. Eventually, my accommodation cost me 4x what I had originally budgeted. And it was an extremely stressful situation that I had tried to avoid by booking so early. After contacting ***********, they were unable to help with this as the hotel had cancelled the booking and not provided a reason why. DO NOT BOOK WITH THEM. I have stayed with them once previously and the rooms are overpriced and exceptionally outdated. Their customer support is also absolutely appalling.

Stayed at Highfield House for 6 nights. Sam and John made us feel very welcome throughout our stay nothing was too much trouble for them , the room and bathroom was a generous size extremely clean with the most comfortable bed we've ever slept in .Food was excellent. Highfield House is situated within walking distance of its Town railway and beach. Great stay thankyou both very much for a lovely holiday will see you next year 😊 xx

We entered into a dark and dingy reception area. After booking in we looked for a lounge, but there are no facilities to speak of other than the actual room. Calling it a hotel is possibly a breach of the trade descriptions act as it is basically a motel. There is a room for breakfast but we did not have breakfast as it was not included in the price. We then dragged our suitcases up a maze of narrow stair cases to the top floor. There is no lift and this is not made clear. Everywhere there is a slightly musty smell from the carpets which should have been put on a bonfire 10 years ago. On getting to the room we were disappointed to have an attic room where half the space is a sloping ceiling. The only light was a small dormer window which barely opens, so there is the same musty and stuffy smell and hardly any light. The double bed takes up most of the room so the bathroom door can't be opened fully and there is no room for an average sized person to sit at the desk. The bathroom was new but everything in it was ultra-budget including the plastic shower curtains.There was air conditioning but you need it to get rid of the musty smell as the window is so small. If the windows are open there is a fair amount of road noise. When we came back from a day out, the dirty mugs had not be replaced and nor had the teabags - only one each. On querying this with reception we were told this was due to Covid. This is fair enough, but they could tell you in advance and provide more teabags and tell you where to get clean mugs. They were provided on request. This was appalling value for money charging reasonable hotel prices for a worse than budget hotel experience. On our return we have booked a travel lodge for half the price and we expect it to to be immeasurably better.

We stayed in one of the refurbished triple deluxe rooms. We checked in online as requested and then had to check in when we arrived so not sure why we needed to do it online. The reception and corridors are quite dingy and dated. The room itself was pleasant but the double bed wasn’t new as the springs dug into us all night. We had to go back down two flights to get sugar for complimentary tea/coffee and another towel as only two supplied for three people. Reception only had towels so that’s what one of us had to use after showering. The shower base is very slippery when wet and there is no safety mat. There was no cleaning of the room until after we had left we presume but nothing was provided for us to clean the bathroom such as a toilet brush or wipes for the basin. We found out that part of the hotel was being used as a halfway house. Overall we felt it was pricey for a very basic hotel.

DO NOT BOOK.. We booked two rooms, turned up at check in to be told both rooms are cancelled due to a maintenance issue..... Only 300 miles from home with 3 children, ummmm! Not even an apology. Please don't risk this hostel. Better still one week later and still haven't had the refund that we paid in full 3 weeks prior

Turned up and they had zero idea about my booking! I had booked a double room 2xcots and a bath. I got the family room , so was excited until I went up five sets of stairs with two babies and there were no cots at all. I asked for these two cots and the manager looked annoyed that I asked and got me one cot! I said can I have another one and she said it was short notice haha ! What?! I had booked this two weeks ago ! I had to buy my own travel cot! Had no room for my travel cots because a ‘family room ‘ means it’s covered in beds ... so a stag do room basically , no bath to bathe my new born. They then placed my room on top of the bar so we could hear that all night and then they moved in a bunch of teenagers with band equipment next door to me and my children. We had no soap provided which didn’t really bother me at first but no toilet paper was reapplied or tea / coffee. My bins weren’t emptied. Every morning and evening I struggled with my babies up and down stairs ( which are incredibly narrow ) and three bags ( nappy bag / bottle bag and hand bag). I went on this trip to see my mum and introduce her to her grandchildren for the first time, this hotel ruined it completely! I left two days early and I could have swung for that staff tbh because my husband called to ask if I could be moved and they said “ nope” . I hated this hotel , the gray haired lady on the reception was literally the only nice person that worked there and she can do better than working for this crap hole tbh ! If you have a family or you want a quiet break away then don’t bother !!!!!!