The Quay Hotel & Spa
How has this hotel rated in the past?
Historical Traveler Reviews The Quay Hotel & Spa Deganwy
Nice Hotel, Nice stay
My wife and I stayed at the Quay hotel for a couple of nights at the beginning of December. We found the staff to be very friendly/helpful, didn't have any bad problems and generally thought the property and the location were excellent.
The fact that this hotel was new and was built to be a 5 star hotel were the primary drivers for us going to the Quay. If you are looking for a top-end hotel with the bells and whistles that are associated with it, I don't see any reason why you would not want to go to this hotel. Here are the good points and the bad points:
Spacious room (just went for standard room)
Good facilities (Spa; restaurant, Gym etc.)
Restaurant really nice
Bar area served good food (try the hand-cut chips...yum!)
Drinks are expensive (£5 glass of wine)
Distance - long way from most places
I can see from some of the previous reviews that some guests had fun and games due to the newness of the hotel. I guess to an extent this is to be expected in the early stages. I think the hotel's been open 6 months of so now, and from my viewpoint the problems seem to be sorted.
Lovely location but don't stay here if you want 5 star
I have stayed at this hotel twice in the last three months - I was prepared to overlook some problems the first time as it was new but my second visit confirmed my opinion that this is not a 5 star hotel
On both occasions I paid the same rate but had very different types of rooms (so worth checking) - the first time I had a large room with a balcony overlooking the courtyard; the second time I had a room smaller that a Travel Inn with no view apart from 3 walls of other bedrooms and very little natural daylight - not acceptable! We had to get to our room via the courtyard outside which meant we couldn't go to the pool and spa in robes as did everyone else.
On the first occasion I had dinner in the restaurant - never again. How can you make poached salmon so dry that it is inedible! But breakfast is the ultimate test in our family. If I say that we didn't bother eating in the restaurant on the second morning of our last stay but bought a bacon roll on our journey home this must tell you the standard. The first morning we had some sad and tired fruit with concentrated fruit juice, greasy bacon with a line of fat and rind, sausages with grizzle, tinned mushrooms and MacDonald type hash browns. The toast was warm, soggy bread and when I asked for marmalade the sullen waiter told me "we dont have any" - when pressed he said they had run out two days previously "and the honey as well" the delivery hasn't come yet. On both occasions the service was slow and verging on rude.
The prices for this hotel do not match the delivery - it could be spectacular with its wonderful location. The pool and spa are OK - but not worth a 5 star.
Final comment: if you want to stay in Wales go to the 4 star Holland House in Cardiff. I have stayed there twice and it is excellent. If in North Wales my recommendation is the Lion Quays near Oswestry overlooking the Llangollen Canal (have stayed in both and can recommend)
Lovely locaton, shame about the hotel
As a freqent visitor to North Wales I normally stay in the delightful Bodysgallen Hall but this time knowing its delightful location and seeing its 5 star rating I thought I would give Quay Hotel a try.
My first negative vibe was on making my booking over the phone. I was quoted a rate of £110 for an estuary view and the booking was held for me until the next day. When I rang back the following morning I was told that the rate was now £135. When I queried this, particularly as the girl who took my booking had checked with Ms Minor, the Reservation Manager I was told that someone would get back to me. Three telecalls from me later and still no one had an answer for me. With some misgiving I confirmed my booking at this point.
When I got to the hotel I was allocated a room on the ground floor with estuary view. I was somewhat amazed to find this alleged five star hotel
a)had no grounds of its own and hence the general public were walking past my bedroom at all hours
b)the bedrooms were not air conditioned
c)there was a very limited room service menu. When I ordered from same my drink came some 15 minutes in advance of my meal
d)despite advertising mini bars they were not in place and drinks had to be ordered from the main bar
e)there was no central heating, one small electric heater was expected to do the job
f)the bathrooms whilst well furnished were lacking such obvious features as safety rails for the bath
The heat in the bedroom was unbearable during the night and as there were no windows I had no choice but to open the patio door for air at 3am only to find a group of local youths drinking on the grass area. As I was on my own I had no choice but to close the door again and so did not sleep at all.
When I requested a move the following morning there was much humming and hawing. Eventually I was told there was no estuary view room available on the first floor so I agreed to take a marina room which I was told would be ready by 1pm. I returned to the hotel at 4 and was told the room would not be ready for another 10 minutes. I returned in 10 minutes and another 30 minutes passed before finally getting my new room.
In the meantime whilst I was sitting in the lounge area I heard nothing but complaints from clients who were waiting for food. On one complaint, the waiter said the kitchens sent their apologies but that such delays were only to be expected on a Sunday. As explanations go, no stars.
Breakfasts were a total farce and wouldn't even do justice to Fawlty Towers. On the Sunday morning there was a choice of raw rashers, burnt mushrooms and tomatoes along with some cold meet and cheese. The orange juice was concentrated from a pack, they had run out of grapefruit segments and the only fruit available was some finely chopped apples in water. There were no homemade breads, croissants, danishes, standard items on any breakfast menu these days. I had to ask four times for my coffee and toast and it arrived after I had finished everything else.
On the Monday morning when I asked for fruit I was told there was none as the order hadn't come through and eventually I was presented with one apple and one plum on a plate. When the toast came it was brown only as they had run out of white bread...................beggars belief this.
My experience in the Spa was only slightly better. The noise of the air con was a total distraction during a relaxing massage and the material throws did nothing to keep the cold out. When I asked for a towel to put under my head there was none available, probably because they were being used to cover the wall lights as I was told they had no way of dimming them. I was offered refreshments on finishing and then was astonished to find that I was then charged extra for my smoothie.
On checking out on Monday 25th, the three groups of people in front of me all had complaints which the receptionist said she would pass onto the Duty Manager. When it came to my check out I asked to see the Duty Manager and was told he was unavailable as he was at a meeting.
I wrote to Mr Riley, the General Manager on my return and it was several weeks before I got a reply and all that said was that in a new hotel there were bound to be teething problems.....wrong wrong wron Mr Riley, a hotel with 5 stars and charging 5 star prices should not have teething problems and in the event that they do they should be at pains to compensate the client.
The location might be good, the furnishing might be well speced but the general service and standard was appalling and the only thing that amazes me more than the 5 star rating it has got is the tolerance of your other reviewers!
Its back to Bodysgallen for me from now on
As previous reviewers have said this is a lovely hotel in a superb location overlooking the estuary, mountains and Conwy Castle. Its not cheap and the hotel does have a few teething problems but don't let this put you off.
The manager was visible and willing to listen and act to resolve any problems we had. I think in a few months this hotel will sette
down to a very popular and good hotel.
We found the formal eating in the very attractive first floor restuarant a bit over the top, so we ate downstairs in the lounge bar the following two nights and the food as good without feeling you were under inspection because you weren't wearing formal evening attire. We experienced some delay in being served but It was clear they were struggling with staff off ill that night.
I would also like to have seen more emphasis on local produce on the menu. I'd like to know how a good local Rarebit should taste ? Or to have a chance to taste some of the local fish being caught in the local fishing boats based in the estuary.
We had a second floor Suite with a balcony overlooking the estuary, the room was spacious by UK standards. It had a large bathroom with seperate shower and bath but curiously no door between bathroom/toilet and entrance and the lounge. Although most of the bathroom was hidden, it was quite possible to sit in the lounge and see the shower ? But the decor and fittings were of a high standard. The bedroom area was also not seperated from the lounge, so this did give the Suite a spacious feel. But you couldn't watch TV in bed ?
The external picture at the top really doesn't do the hotel justice. It has a distinctive modern exterior and very attractive "art deco meets the Orient" style interiors. The reception was large and had some very interesting design features.
The Snowdonia area is hugely underated as a destination in my opinion. It has genuinely spectacular scenery where coast and mountains meet, lovely old towns and some fine castles. This hotel is certainly a good base. All in all I would be happy to return to this hotel and recommend it to friends.
If you have any problems I would suggest you find the manager, we found him to be approachable, willing to listen and act to put things right.
This was a very nice hotel in a beautiful location. My husband and I were actually there for the weekend on business and managed to call a few days before and get a very favourable rate. We were not in the hotel an awful lot, however the staff when we arrived were very friendly and our room was fabulous, it was an incredible size as was the bathroom and had incredible technology, unfortunately the technology was a bit too advanced in the form of air conditioning and we were unable to adjust the room temperature as it automatically adjusts to the temperature of your body!
The facilities were very good, the pool was very nice and clean although the Sauna had a draft and the jacuzzi was not warm enough to be classed a jacuzzi.
Our biggest disappointment of the weekend was the breakfast, overcooked, overpriced, little choice and having to wait 10 minutes for some toast was not a good start. The view from the restaurant was however beautiful and I'm sure it would be a very beautiful setting for dinner.
All in all we had a very pleasant stay and the above I would think should only be minor teething problems for such a new hotel.
Stayed only the one night and would like to say that this was a really nice hotel.Booked by phone a week earlier and had a good discount off the usual rate.Bathroom was clean,bed very comfy,good tv and nice leather coach but the best was the fabulous view.Kept looking out of the window early evening and morning.
Ate at the restaurant( bit steep) but was a little disappointed by the food.Definatly not bad but not the best either.Service was excellent but the tables were too large and found myself having to lean across the table in order to hear.Also very brightly lit so all romantics out there be warned.
Would go there again like a shot but next time would eat in the bar as the food sounded good and was better priced.
There is also a gym and pool there did'nt go in but looked really luxurious in fact wished we had time to try it out.
On the whole a good hotel worth visiting
A Future Great
Just returned from a weekend stay at The Quay in Deganwy with my Wife to celebrate our 10th wedding anniversary.
Whilst a little nervous at booking a room at a hotel that had been open for a little under 2 months, I made a point of contacting the Hotel directly to make my reservation and was assured by the desk staff that construction was complete in all areas and that the hotel was ready to accept guests.
I booked a penthouse suite for 2 nights and, after requesting their best rate, was offered a discount of £25 per night on the £275 prpn standard rate.
I have to start by saying that my overall impression of the hotel was excellent and most of the criticisms that I had could be easily and quickly remedied with some additional training and attention to detail. On arrival we were greeted by Robert, the ever friendly porter who engaged us in conversation regarding our journey, the traffic etc. And showed us to the very impressive reception atrium.
The check-in process was swift and efficient and we were shown to our room immediately. A design flaw (in my opinion) is that fact that you have to leave the hotel building and walk through the courtyard in order to access some of the rooms. Not a problem when the sun is shining but would a pain in winter (especially if you wanted to wander to the pool for a swim or to the spa for a treatment!).
It is very obvious from first arrival that the staff are very new not only to the hotel, but to the hotel business. On a few occasions my wife and I had to suffer embarrassing silences when the answers to our questions were not known. What I will concede is that everyone seemed keen (if unable) to please.
The room lived up to the 5 star rating with good quality fixtures and fittings and all of the amenities that you would expect. The rooms on the courtyard have a very poor view so I would recommend an Estuary view if your budget allows. The marina view is OK, but avoid ground floor rooms at all costs which have sliding doors that open directly onto the hotel approach road! One point of complaint that I had is that during our stay the TV system (which is very hi-tech) was not functioning. This apparently was the case for the entire hotel. Not good enough for a 5 star establishment.
My wife and I ate at both restaurants during our stay and found the food to be of a high quality and reasonably priced. One major criticism is the room service menu which is woefully inadequate and horrendously overpriced. Its really not acceptable for a hotel to inflate the restaurant prices for room service food and then charge and additional £5 to bring it to your room.
On checkout I requested a discount on my bill of £770 in respect of the problem with the TV and was offered £20. I'm sure that I could have pressured for more but in my case, it was not a great imposition.
Overall I feel the hotel has a way to go to represent its 5 star billing but I have no doubts that it will get there in the not too distant future. In a years time when the staff are properly trained and the snags are resolved with the construction it will be a great place to stay.
Great New 5 Star Hotel
Hotel just opened in July 2006 and still has some hick ups but the staff is very friendly and helpfull. For me it is very important that the Hotel is clean and this is the case. Our room was large and comfy, you do get a selection of tea & coffee in the room and the minibar is empty - which I prefer so that there is no charge at the end for someting you didn“t have.
My husband used the pool every day and had it most of the time for himself. I would go back - we had a great time.
For sunset I can recommened the bar next to reception!
I hope the pictures say a bit more....
New 5 Star Hotel
The Hotel just opened in July 2006 and there are still some hick ups. But the staff is very friendly, the rooms are very clean and big. We enjoyed every night the sunset on the terasse. The pool is not very large but we had it all for ourselves. There is a choice of coffee and tea in the rooms, the minibar was empty which I prefer - that means you don“t have to arguee at the end of your stay.
We had a promotional offer and that was a real treat.
I would go again.
My fiance and I just spent 2 nights at this hotel and it was amazing! We were a little apprehensive of going to North Wales as we weren't sure what the accomodation was going to be like but we were really taken aback when we arrived at the Quay.
When we walked into our room I could see why this hotel is part of the "great hotels of the world" group - with a separate lounge and bathroom area, it was more an apartment than a hotel room!
We opted for a room overlooking the estaury and the views from the balcony were absolutely amazing. The rooms overlooking the marina seemed fine, but I would recommend an estuary-view room.
The staff are very friendly and as the area is quiet they suggested and made a reservation for us at an amazing French Restaurant down the road (Paysanne). T
I've stayed at very nice hotels all over the world (Four Seasons, Shangri-La etc) but this hotel in a quiet town in Wales is definetly on my list of places to return and offers a relaxing break.
TripAdvisor Reviews The Quay Hotel & Spa Deganwy
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