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Reviewed 11 August 2018 via mobile

If I could put 0 stars I would! Paid £75 for one night, sounds about right for a seaside town in the summer. The Hotels website looked lovely! Glass bowls in the bathroom and really nicely finished. I always take a good look at hotel photos so I can ensure we are staying somewhere nice. On arrival there was no parking - we almost turned around as the road was so derelict. Hotel entrance wasn’t too bad, we were given keys to the top floor, and as you walk through the hotel it’s got bits of wood as a banister, wall paper hanging off the walls, ladders in the middle of the corridor - extreme hazard, loft hatches missing. Our room was tiny, it had a door frame hanging off which was meant to lead to a balcony but there was no balcony. The room had paint falling off the ceiling above the bed, the phoneline to reception didn’t work, mould on the walls. The bathroom was clearly done by a “bodge it” person, the toilet didn’t flush, silicone everywhere; the bath was even dirty! The room was that bad I didn’t even feel safe using the electric!

Went to complain to the reception - already booked another hotel as my partner didn’t feel safe staying there and said he would rather drive back home for the 5 hours it took us to get there. Upon arrival back at reception there was another customer complaining about the state of the room - they had moved 3 times and it was still below standard, and another lady who had stayed 8 nights complaining her bedding hadn’t been changed once during her stay, this confirmed our thoughts that even being offered another room they would all be the same. Very unhappy the receptionist offered us 50% refund we refused as the room or the hotel was not what we paid for and we wished to stay somewhere clean! She called her manager who said we could not have any refund, with no reason why. I then had to call her myself, she was very unhelpful! Firstly saying they only offer a refund if they cannot “solve the issue” I said the issue isn’t something that can be fixed immediately, she then followed to say they do not offer refunds full stop, I asked for a justification of why not and she couldn’t answer - simply stating that other customers enjoy the hotel but from the customers already complaining and the reviews I have just read this is clearly not true. It took another 20 minutes of arguing before I agreed to be shown 2 more rooms, therefore complying with her first stated refund policy. The 2nd room I was shown had used towels, unflushed toilet, empty drinks bottles and the light hanging off the wall - a disgusting state to be offer a room! Clearly hadn’t been cleaned since the previous occupier! The 3rd room was not much better, my partner this time went up and looked as I was getting really upset by this point and as he opened the door the carpet ripped up! The receptionist witnessed this and said she could not comment on the state. In the end my partner had to call the police who told us the hotel Manager (who was in Plymouth at the time) had 40 minutes to return to the hotel to refund us. In the end the Manager agreed to refund us but we had to return to the hotel at 8am the next morning- we made sure we had this in writing before we left. The hotel we paid the same rate to stay in was spotless! 10 minutes up the road, properly sea view! Our stay was reuined as we had to get up so early to get our refund and missed breakfast. Avoid this hotel like the plague!!! I have stayed in a lot of places while being away and this is by far the worst I have every come across! Their website makes it sound like it’s lovely but i would be very surprised if they are open next year! Management are extremely unhelpful and not understanding in any shape or form! No cleaning standards in place and fire hazards everywhere! Should not be offering rooms to customers in such a state! Should be ashamed of yourselfs! Regardless of getting our money back we still would not have stayed!

Very very surprised that trading standards have not closed this place down yet! This hotel should not be advertised on here!

Date of stay: August 2018
Trip type: Travelled as a couple
Thank 268lucindap
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 5 August 2018 via mobile

I visited with my partner and 4 year old daughter for a 4 night break. On arrival there was nowhere to park as the hotel parking area had been taken over by a coach. The outside of the hotel is run down and in desperate need of tlc. Once inside there was no staff at reception we were left standing ringing a bell for 20mins as staff were busy covering the hotel bar and restaurant aswell as reception. We had booked a family room and were put in 113 on the 1st floor. Going up the stairs there is a large piece of wood placed in an effort to conceal the fact that there is no barrier. Once in our room things only got worse. Carpets were so disgusting we needed to wipe our feet on the way out the bathroom was dirty with dust and previous visitors hairs everywhere. The toilet seat did not fit the toilet and the bathroom was so tiny it was a struggle to sit on the toilet! We then tried to use the shower which dribbled out and only had one temperature being scolding hot! On speaking to hotel staff they assured us that it would be fixed. We were then able to have a shower if we were happy for the water to only be freezing cold! We were then told there were no other family rooms and so had to use a room across the hall to shower although the following day this was occupied and so then had to use a different room at the end of the corridor to shower!! At breakfast things were equally terrible. There were buckets placed everywhere with water leaking through the ceiling. There was cold food on offer and hot breakfast to order. The cutlery was disgusting and in need of a hot wash. The breakfast was awful with baked beans looking like they had been kept warm for such a long time there was no longer any sauce! The sausages were undercooked. Despite all of this the staff tried their very best to help and were always friendly and clearly are doing their best in a terrible situation! If I could give this hotel minus marks I would the owner of this hotel should commend their staff and hang their head in shame!

Date of stay: August 2018
Trip type: Travelled with family
4  Thank louisek493
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 2 August 2018

This hotel was grim. Decor awful, so many things needed repair - wallpaper/stairs/plaster, etc. Cleaning similar - both room and restaurant want a thorough clean. We checked in late as we were told this was ok. Arrived to find they had no key for us - let us in with a general master and were told they'd resolve this in the morning, so we couldn't leave the room without wedging the door open. Shower was freezing and did not improve, night manager couldn't fix it, again told to wait until morning. (He and the desk man were very nice and apologetic, it wasn't their fault.) He provided soap, which had been forgotten. Spent a rather uncomfortable night. In the morning, had to fight hard for a 50% refund for night one (bare minimum appropriate given the room was totally unsuitable and it was midnight before they realised there was no solution, so too late to go elsewhere). Manager eventually agreed a partial refund and changed our room, but with very little grace or apology - she was unpleasant and unwelcoming. Breakfast pretty grim - cold and tasteless. Waitress forgot to bring my order entirely and we had to ask for decaf tea several times, as they didn't seem to have heard of it. One waitress managed to get it, the other brought coffee. The new room was better, shower was fairly hot, but little water pressure. Overall, staff and facilities were poor given the price. We stayed at several other guest houses and hotels in the area - there are lots of nicer ones for the price. Also some drunk noise late at night. No wifi in rooms, very little in public places (couldn't use it in restaurant). Check accessibility, they have a lift but most rooms still require stair usage as few floors are level.

Room tip: Check accessibility, they have a lift but most rooms still require stair usage as few floors are level.
Date of stay: July 2018
  • Trip type: Travelled as a couple
    • Location
    • Sleep Quality
    • Service
Thank Sarah C
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 2 August 2018

I have stopped at the Torbay Court Hotel on my way from Cornwall to Surrey. I have arrived in the evening and I was extremely tired, I just wanted to rest my head asap. Upon entering the room (Room 2), I was welcomed by blue, almost hospital like, lights just above the bed, instead of normal warm lighting. The room was very dark and unpleasant. I felt very anxious in this place so I have decided to leave and explore the area. The area is the only plus of this place. I had a sleepless night (and it is a good night sleep that I have paid the money for) because the mattress was worn off on the sides. I was sleeping with my partner and in the morning he said he had the same issue. The mattress was so worn out that I was constantly falling off the sides!. In the morning I was more than happy to leave as soon as i could. I even refused to have breakfast that was included in the price. When I woke up all i wanted was a shower and a cup of coffee before i left. The bathroom's blinds were broken and there was no way of pulling them up so i could not get ready as it was way too dark. The bathtub (which i am including a photo of) was absolutely disgraceful. There were black hairs absolutely everywhere, and the taps were all dusty as if no one have cleaned this bathroom in weeks. Everyting was sticky and that was enough for me not to get in it. I settled for only having a coffee that morning and I did not even have that because I HAD TO CLEAN MY OWN CUPS TO HAVE IT as they were dirty after last guests. I cannot believe i have spend 70 pounds for the worst hotel i have even stayed in. I wanted to raise these issues with the receptionist upon checking out. She has clearly seen that i was angry and upset but would not bother to ask me how my night was, she only made sure i have paid the full price. My stay was not worth a penny !!!! The only reason why i did not raise my problems was because of the group of elderly people which could sense the tension and were clearly uncomfortable and i did not want to distress them any further. I would avoid this hotel, absolutely not recommended!!!

Date of stay: July 2018
  • Trip type: Travelled as a couple
    • Location
    • Sleep Quality
    • Service
Thank The M
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 29 July 2018 via mobile

We stayed for 1 night and the hotel is obviously under going refurbishment as the stairs is boarded with ply board there was 1 member of staff working trying to do 3 people's work - room was ok but shower was either red hot or scalding so could not be used - firedoors wedged open throughout hotel - table cloths in bar area all stained - waitress at breakfast playing with her hair all the time then serving food - not good and breakfast was terrible the chef needs sacking

Date of stay: July 2018
Trip type: Travelled with friends
Thank Nigel P
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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