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Reviewed 23 February 2016

Stayed at this hotel this last weekend. The room was situated above the water sport shop, very large room with a large bathroom. The room was sadly in need of modernisation as was the bathroom, and the rest of the hotel. The queen size bed was hard and the room was basic in decor.
Two hours in to our stay we could hear the door opening, another couple were checking in to our room!!!!! They returned to reception to get another room. When we questioned reception they told us that there had been an error with the allocation. Later that night when we returned from our evening out we couldn't get into our room. So back to reception to get new door swipes. Around midnight the fire alarms went off, twice in fact!
Breakfast was fine, plentiful and the staff were good.
I wouldnt stay at this hotel again, it's in a great location but when you have several bad experiences it leaves you disappointed.
We have stayed at the Harbour Heights hotel which is a Sister hotel, liked that one better.

  • Stayed: February 2016, travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
Thank Caroline V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
FJBHotels, Manager at Sandbanks Hotel, responded to this reviewResponded 3 March 2016

Thank you for your review Caroline V, you seem to have been situated directly over our Watersports Academy. We are constantly improving our rooms and are updating them on a rolling basis. It appears that you stayed in a room which has not yet received an updated recently, however, all our rooms now feature new Hypnos Mattresses which apparently are very comfortable. We apologise for the allocation error, this was a human error which we have investigated and it won't happen again. Our booking system does not allow for a room to be sold twice (obviously), our receptionist gave our the wrong number. The cause of this error has been resolved and we hope you will come visit us again.

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Reviewed 21 February 2016 via mobile

We arrived at around 5pm to check into our room, the place seemed lovely and smart and we couldn't wait to get to our rooms to freshen up before having a few drinks down at the bar to watch the football.

Once we opened the door to our room we were greeted by a shocked couple, thankfully fully clothed, saying 'excuse me this is our room'. After apologising we checked we had the correct room, which we did, we walked back to reception to see what was going on. The young girl behind reception apologised, she seemed more confused than we were as to what was going on. After a minute, she appeared again and told us to go to the bar and to let the bar staff know the drink was for free and she'd come and let us know when it was sorted.

After almost an hour, which was spent watching the football with no sound and the subtitles on (painful to say the least) my dad, who was also staying in the hotel, decided to go up to reception to see what was happening with our room. The girl gave him the key to our room instantly and apologised. We could've sat there for hours waiting to have been told our room was ready. Surely after what had just happened the staff would've let us know immediately what was going on??? Clearly not!

The room itself was great and had a fantastic view as well as being lovely and clean... The one positive about our stay!

After all the madness we went downstairs to have some food at the bar, which was average at best and with a long wait. Whilst watching 'The Voice' on tv, without any sound! (You couldn't make it up)

To top our stay off the fire alarms went off, not once, but twice at 1am. After ringing reception on multiple occasions they finally answered to let us know there had been a fault.

Stayed: February 2016, travelled as a couple
2  Thank TwoPeasInAP0d
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
FJBHotels, Manager at Sandbanks Hotel, responded to this reviewResponded 3 March 2016

Thank you for your review TwoPeasInAP0d, it appears that our receptionist made a mistake which we apologise for. While your check-in was less than ideal, we are glad that you thought your room was clean, tidy and comfortable for your stay. It appears that there must have been a mistake regarding the booking caused by human error (our booking system does not allow for a room to be booked for the same date twice), which means your must have been given the wrong room number. We will investigate this further and ensure that it does not happen again.
Next time you come to visit us and want to watch the football, our staff would be happy to turn on the volume for you in the bar area too. You obviously wanted to watch the game in your room and it is a pitty that it took longer than it should have to make this happen.
In regards to the fire alarm, we use one of the latest alarm system's found in the UK, which was installed into the hotel just a few years ago as a recommendation by fire services. The system is sensitive and unfortunately occasionally it is set off by error, we however treat every such occasion as a real incident to ensure the safety of our guests.
We hope you will come to visit us again, in the summer we even host football matches in our ballroom with projector, direct access bar and huge loudspeakers for the stadium atmosphere.

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Reviewed 18 February 2016

My husband and I went to this hotel on Saturday 30th January for a 1 night stay and were looking forward to having an evening meal there only to be told when we checked in that the restaurant was not available that evening i really think you should be told this on booking. I would of thought that their guest were there bread and butter but the restaurant had a function on so there that evening so guests come last so a little disappointed. However we did find a lovely thai restaurant to eat at. The room was lovely and overlooked to Poole.

  • Stayed: January 2016, travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
Thank Valerie W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
FJBHotels, Manager at Sandbanks Hotel, responded to this reviewResponded 3 March 2016

Thank you for your review Valerie W, we regret to hear that the restaurant was closed during your stay. This should have been communicated to you by our staff. We will ensure that this does not happen again.
Good to hear that you thought positively of your room and had an enjoyable stay.
We look forward to welcoming you again soon.

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Reviewed 18 February 2016

Only stayed one night . Good welcome from very nice staff. Our room was spacious and clean. Furnishings have obviously been updated. Like our house, new windows and doors would complete the renovation! Didn't dine here but breakfast was very good, with a lovely view . It must be wonderful during the summer months. They could turn the heating down though-it was very warm in the room and restaurant.

  • Stayed: February 2016, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
Thank HR663
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
FJBHotels, Manager at Sandbanks Hotel, responded to this reviewResponded 3 March 2016

Thank you for your review HR66, we always welcome our customers comments and value their opinion. Yes we have recently update some of our furnishings, thank you for noticing!
you should come back in the summer, especially since you enjoyed your stay with us so much.

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Reviewed 18 February 2016

Spent a 3 night stay and Sandbanks hotel was friendly and efficient from time of booking in to leaving. We had a room with balcony looking out over the beautiful clean beach. Although we had no children there were plenty of activities for them. Restaurant had set menu but with a good if limited choice. The hotel has no hot tub but does have a heated pool and sauna.

Room Tip: Room on on ocean side probably better than those facing the lagoon and Poole.
  • Stayed: February 2016, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
1  Thank Andyr1948_12
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
FJBHotels, Manager at Sandbanks Hotel, responded to this reviewResponded 3 March 2016

Thank you for your review Andyr1948_12, good to hear that you enjoyed your stay with us and thought our staff was both friendly and efficient! We sure will pass on the comments.
And yes we do have lots of activities for kids as we strive to be a family friendly hotel.
Thank you and please visit us again soon.

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