Captain's Club Hotel Anmeldelser 

Never Again!

As a large family, we've been coming to the Captain's Club since it was built over 20 years ago. 'Parking' is now ridiculous. We had booked for a lunch at 1pm on a Saturday and 27 parking spaces had been reserved for hotel guests with cones out and number plates printed on pieces of paper. So I went to the Willow Public Car Park, only to find that an entire side of the car park had been blocked off as 'Reserved' for the Captain's Club staff! I attempted to park there, I paid for 2 hours only to be told at Reception that it was for staff only and a parking warden would book me, despite having a ticket.

There was no apology from Reception at all. Another group of 3 people were also complaining about the entire absence of parking AND I had been stopped in the car park by another group trying to park for the Captain's Club for a lunch. The Receptionist said that there were people paying "hundreds of pounds a night" to stay and we basically shouldn't be expecting to park!

Hotels / Restaurants cannot afford to alienate people from the local area who keep businesses going over the winter months.

There are only 2 disabled spaces (I am a Blue Badge holder) and these are ALWAYS booked out.

So...we walked out! I have come back home and cancelled a two table for 6 in August - at least £500 of business, not to mention all our future business. If that's their attitude, then they can keep it!

I originally booked a stay here for my husband’s birthday, but because we live locally I decided it felt like a lot of money for just one night away. I found a better deal elsewhere and messaged the hotel to cancel. They replied acknowledging my message and confirmed the cancellation.

A few days before the booking date, I then received an email offering us a huge upgrade from the room I had originally booked to a beautiful two-bedroom suite. As it was my husband’s birthday, I thought it would make the stay really special, so I contacted them and said that although I had cancelled, I would now keep the booking because the upgraded room looked amazing.

When we arrived at the hotel and checked in, we were taken to a completely standard, basic hotel room — nothing like the suite we had been promised. I went straight back to reception and was told, very casually, “Oh sorry, we downgraded you.” No phone call, no email, no warning beforehand. I was extremely disappointed, especially as the upgrade was the entire reason we decided to go ahead with the booking.

The staff showed very little concern and only offered us a 10% discount, which worked out at around £33. Considering the situation, this felt quite insulting. We asked for a refund and decided to leave rather than stay somewhere that had completely misled us.

To make matters worse, as we were leaving, the receptionist seemed irritated because my husband had accidentally spilled some of the complimentary chocolates onto the bedsheet. We were told they now wouldn’t be able to rent the room out again because of it — over a stained top sheet that could simply be changed.

We also asked to speak to a manager, only to be told he was too busy to come and speak with us.

Overall, a really disappointing experience and a ruined birthday celebration. Sadly, we won’t be returning.

CAR PARK FINE £100 !
Despite supplying car registration details to reception, still recieved a fine which was reluctantly paid at reduced rate of £35.
WILL NEVER USE THIS HOTEL AGAIN and shall go elsewhere!

I booked the Captains Club Lazy Sunday for the 03/05 and on check in queried that we didn’t receive the £20 bar voucher for booking direct, the gentleman on the desk suggested that this was no longer applicable. I directed him to the website which was quite clear and we received our voucher, although I felt a bit dismayed and feeling rather defensive.
We went to the room, a Junior Suite, and to be honest, it was lovely, nice size room and great views
After about an hour we headed down to the spa. When we arrived back to the room we started getting ready for dinner. Unfortunately the shower head would not stay up so had to tie it in place with a garment of clothing just so we could shower!
We headed down to dinner for our reservation at 19.30. Order was placed and came out within about 30 minutes, all good so far. Starters followed by mains
Whilst I had no issues with the fillet steak I ordered, my wifes half lobster can only be described as mushy, a sign of lobster not fresh, incorrect storage or over cooking. The head waiter and chef agreed that this wasn’t great and then proceeded to cook another. Meanwhile I had finished my dinner and was patiently waiting. A second half lobster was brought out but again just as bad!
Close on 10pm my wife ordered the sea bream but at this time of night her appetite had gone, the meal had turned into a disaster, topped off with a plate saying happy anniversary and a couple of chocolates!
Our night of celebrating our anniversary, having a nice dinner, a walk along the river and a night cap had been ruined!
The next morning we went down to breakfast at about 09.15, ordered our breakfast and waited and waited and waited. A 45-60 minute wait for breakfast, coffee was cold, minimal milk, no sugar. I had to ask for all the fresh juice drinks to be refilled, all juice jugs were empty, no pastries, fruit was old and wrinkled, it was a disaster. The breakfast came out but no toast, I asked for toast and it only came out when the cooked breakfast was finished. As soon as the breakfast was over we immediately checked out!

This was once a great hotel, but as the rendering is falling off the walls, it's falling apart organisationally to point we are now on cusp of taking them to court. When it first opened we regularly stayed in the suites and it was amazing, but as weddings became core business, it became to noisy for us, but commercially I get it. I was amazed on my return approx 8 years after last stay, such poor condition. Cigarette butt's in reception doorway and dirt under canopy. Inside rooms nothing had been refreshed mould and bubbling rot painted over. Meal I concede was good and service was excellent. Now my gripe, we got a parking ticket, despite complying with terms and conditions of our stay. We provided registration filled in form and thought nothing off it...until fine turned up. We complained and response has been abysmal. First contact with reception was cold told me to email in, which was hardly surprising as check in, we seemed to be an inconvenience to them and more interested in their own issues. Quite simply all they had to do was get their own car park contractor to remove PCN, but for whatever reason couldn't get it done and nothing gets done unless you repeatedly chase this hotel. The Management has no contact alledgy with contractors running own car park.Over a month later we are sick to back teeth with whole situation. Yes Captains Club paid fine, but by doing that they failed to state my wife would be left with liability. Today they blamed me for appealing fine because you cannot pay and appeal at same time. Its irrelevant if you pay fine you accept liability. The final insult came with this quote in their response "The letter you have been sent from Civil Enforcement is unfortunately outside of our control" which part of its your car park,we are your guests and entered into a contractual agreement by staying a night to park in do you not get. I am so frustrated I am now looking forward to court to just draw a line under matter. We did nothing wrong, but my Wife is left with a legal letter making her legally liable for a parking offence that was a procedural failure of the Captains Club. One night has turned into an unacceptable mess. I would be frightened to return to this hotel, because I just cannot waste my life sorting out parking fines and liabilities. I am sure I will get some corporate response to this, but as with their actual dealing with the matter its hot fluffy air, just get it sorted please

Outrageously bad - Shocking!! Just called the captains club again! To be told the lady who emailed me Sunday who I have left messages for is busy with customers and will respond to emails by Friday (as she is off duty wed thurs) if she gets chance …!!!! I have said there are 13 people travelling from different parts of the country and we need to know if they can’t accommodate.. again she said yes well if she gets chance to look at emails she will … felt like a comedy sketch….!
So we will not be booking a room or in the restaurant ever again! Captains club you are a total let down!!!

We parked in the captains club carpark, we put our registration number in and got a ticket, we then received £100 fine for having 2 letters missing from the reg, which was clearly a printing error on the machine as we put in the full registration.
After asking the captains club to sort this for us and sending numerous emails, we were continuously told they can't help, even though it was clear we parked there, and ate in their establishment, we still had our ticket and was back at our car in the correct time frame, they still wouldn't help.
20 of us ate their that day, and as head of the family none of us will be going back.
It turned out to be a very expensive day and they could of sorted it for us.
We are not the first people this has happened to do beware

Very poor vegan choices, went last year for Mothers day and was very disappointed. I went away very hungry. I was going to book again this year, but I see the menu has not improved, shame as its such a lovely place and the staff are great. It would be great if you did a separate vegan menu... then we would have more of a choice, rather than the odd thing on the menu.

I took my girlfriend for away for her birthday, the whole experience was amazing everyone from the spa to the hotel & restaurant was just perfect. We both can not thank & recommended the captains club & spa enough, we will be visiting again without hesitation, so thanks again Steve & Emma 💕

I had been given a voucher for Afternoon Tea fo2 for my 70th birthday and was really looking forward to the experience at the Captains Club having heard positive feedback from friends.
What a disappointment, warm tea, only 2 finger sandwiches each, 2 dry pastries, tiny dry scones and a few tasteless cakes. Once the above was put on our table we were basically ignored.
It was only when a waitress was clearing a table nearby that she asked if we would like another pot of tea, this arrived and was actually "hot".
What a let down, I have had better afternoon tea at other establishments for half the price.

For us the Captains club remains a go to venue. We traveled from Norfolk and Suffolk to spend Christmas and had a great time.
The secret of this venue lies in its staff who were delightful … Nothing was too much trouble.
It’s not pretentious, is dog friendly,
Has an excellent menu and good wine selection.
We can’t wait to return later this year.

Popped to The Captains club for a few pre drinks before a birthday meal at The Jetty. The weather was dreadful and we parked our car in a disabled bay clearly showing the badge.
Two weeks later we have received a £60.00 fine and if not paid within 14 days £100.00.
BEWARE OF PARKING FINES FOR THIS HOTEL the car park is not owned by the hotel and is not FREE you have to pay even if you are a guest.
Called the hotel for help they did not want to get involved. No one at the hotel mentioned a payment should be made upon our arrival.
Such a shame we use to go here a lot and have never had to pay

Family of 12 staying here this weekend. The staff are utterly incredible. So friendly, helpful and good fun. The suites are spacious and comfortable and clean. Food is spectacular. This hotel is in my top 3 definitely!

Staying here at the moment in a suite.
So dog friendly
Staff wonderful
Great stay
Will come again

Fantastic Experience for my sons birthday. The location is amazing and the atmosphere. I really enjoyed the live band.

We went here for our daughters 18th birthday afternoon tea . It was delicious , beautiful surroundings and staff were very attentive and professional . Thank you for a lovely time