The Quay Hotel Bewertungen 

Having stayed at the hotel previously, we booked for our 25th Wedding Anniversary, an estuary view room. A warm welcome and a bed littered with petals appeared to set the scene for a pleasant weekend.
However, at 02.00 in the morning after our evening meal I was dashing to the toilet with diarrhea (sorry). An hour later my wife was violently sick and she too had diarrhea.
This continued for over an hour, consequently we had little sleep.
When I asked for the manager, a very understanding young man, Sean, listened to my story and I was given a form to complete. My wife and I made our way home without even considering breakfast!!! Obviously we suspected food-poisoning.
I completed the form the following day and have heard nothing since.
It has now been a month, yet no suggestion of an apology!!!
No compensation or a free stay.
They haven't even replied to my email.
Would we stay here again? No chance if this is the way they treat customers.

The carvery was exceptional and the staff helpful.

Lovely location. However.......
We ordered the focaccia for starters and received toast.
Sent it back. I asked the waitress to let the chef know.
The head waiter came to the table. I explained that what we received was not focaccia and that I used to live in Italy. His response was "This is how we do it in Wales" Total arrogance and made to feel very unwelcome and no apology. My two friends were quite happy with their mains, however I ordered smoked leek and cheese fishcake which I discovered had no visible fish, just a lot of mushy mash and cheese plonked on top !!!!!
When we paid the bill, even the waitress had an unfriendly attitude.
Never again.....

Misleading Spa Access Policy
We attempted to book a room at The Quay Hotel & Spa in Llandudno, expecting that as a hotel guest, I would have reasonable access to the advertised spa facilities. However, I was shocked to discover their restrictive and unreasonable pool access policy.

The Problem
Upon inquiry, we were informed that hotel residents can only use the swimming pool during severely limited hours - essentially early morning (6:30am-9:00am) and evening (5:15pm-9:00pm) slots. During the prime daytime hours when most guests would naturally want to use the facilities, access requires an additional payment of £25 per person for just 2 hours.

Unreasonable Business Practice
What makes this particularly frustrating is the hotel's contradictory stance:

They claim capacity limitations as justification for restricted access

Yet they'll happily sell you access for £25 during those same "restricted" hours

This clearly demonstrates it's not about capacity - it's about extracting additional revenue

Poor Value and Transparency
For a hotel that already commands premium prices, charging extra for basic amenities that guests reasonably expect to be included is unacceptable. The policy feels deceptive, as it's not clearly communicated upfront during the booking process.

Verdict
The Quay Hotel & Spa's pool access policy is a classic example of nickel-and-diming guests. Their refusal to acknowledge the unfairness of this system, combined with weak excuses about capacity when they clearly have availability for paying customers, demonstrates poor customer service and questionable business ethics.

Would I recommend? No. There are other hotels in Llandudno that offer better value and more transparent policies regarding their amenities.

Advice for potential guests: Ask specifically about spa access restrictions before booking, and factor in the additional £25 per person cost if you want to use the pool during normal daytime hours.

Staff are amazing.. so helpful, engaged and professional. Room was clean and spacious.. plenty of room for our dogs and choice of leaving them in room or having them with us to eat was useful. I was a bit worried we would be frowned upon having the dogs in the hotel but it was quite the opposite. Fab stay! Would recommend.

My husband booked spa day for 50th when I got there reception could find my booking smiled and raised her hands up was not impressed made to feel like I was lying then when finally they did find my booking no apology. Lunch was late did get a complimentary drink. Didn't get given a wristband for facilities so had to explain I am for day package and they are included so finally gave me one the only thing that saved the £149 Spa package was the treatment my massage and facial! Won't go again

We took our puppy which was 6 months and I do agree the hotel is not truly dog friendly like others we have been to where restrictions are few. But a nice room and easy access for our Labrador via the patio doors.

Lovely hotel, great staff, spacious rooms, great food. We have visited this hotel previously with an older dog who could be left in the room at meal times, but our recent trip we took our year old puppy and we didn’t feel he would be happy left in a strange room. We were told we could only eat or have a drink with the dog on the terrace or in a small side room ( where the table and chairs were so low it would be impossible to eat a meal off it. Luckly the first evening was beautiful so we ate on the terrace. The second night rain was forecast and it was quite windy so we had to opt to have room service. Not quite the break we were expecting. The hotel has a huge reception area with tiled floor easy to keep clean, perhaps a small dog friendly area could be made there. REALLY SHOULD NOT BE CLASSED AS DOG FRIENDLY.

I booked this hotel not aware of the £50 deposit i had to pay the receptionist said iwould get it back the next day as long as the room was still in standard condition we arrived at the hotel unaware of this charge and unexpectedly had to pay it on top of the £120 we booked the hotel room for we budgeted how much the whole trip was going to cost so the £50 was a bit upsetting and confusing as i had to type my card details in when booking the hotel.
After a long day at the festival i came back to have a shower and wash my hair i looked everywhere and the hair dryer was no where so i had to go all the way down to reception from level 3 to ask for a hair dryer the lady receptionist told me where it was supposed to be and if it is not there to press 0 on the phone and a receptionist will bring one up, so i went all the way back up and looked in the place it is supposed to be and it wasn’t there so i tried calling 0 and the phone wouldnt work.
i had to go all the way back down wait for 5 mins while having to listen to drama going on in the hotel and a guy receptionist went and got me one (only thank you to him he got me water late at night when there was no where to get water from. The shower head was dirty and rusty and the temperature of the water would only go warm not hot.
In the morning we was tired and just wanted to get home so we checked out around 10am and checkout is due at 11, from half 9 am there was builders drilling really loud and you could hear it through the whole 3 floors. why would you not wait untill 11pm after people check out especially when a lot of people want to sleep after a long day at a festival!
As we was checking out i said about the £50 deposit i had to pay yesterday and that i was told i would get it back tomorrow after the rooms checked the receptionist lady on at 10am on monday morning was so rude and had the worst attitude she was trying to tell me that i had not been charged a £50 deposit and just kept going back and forth with me i showed her my bank statement for £166 and she was still being complicated i was telling her to get the lady on the phone from yesterday who charged me it! our next train was due in 20 minutes i just wanted my money back so i could get home the or we would have to wait an hour for another train, i was gettinf annoyed then she went back in to the office for another 5 minutes and came back out with printed statement for the £50 deposit i paid!!!! After all that fuss then she says you have to wait untill the room service calls her and says the room is okay😡 this woman made us wait another 5 minutes untill i got up and said this is a joke we are going to miss our train i just want my money back a guy who wasn’t the receptionist could see i was upset and gave me a refund within 1 minute after alll the drama she caused for nor reason
(The refund does not even go back into your account straight away i still haven’t received it)
The rooms look nothing like it is advertised it looks so nice when you walk but the rooms are horrible not worth the price then theres a homless guy urinating outside the front of the hotel i actually cant believe this hotel is a “4 star hotel” 😂😂😂😂

I was taken very ill with covid and the hotel insisted on charging me for the three days after I had to leave. Compare with other hotels eg The Marriott which only charged me for the days that I stayed there. Of course the Quay had no expenses with cooking breakfast or looking after the room etc. I think their terms and conditions need to be less strict and make allowances for special conditions such as an illness.

We stayed 2 nights and the hotel was excellent in every way bar one. My friend wanted to have a drink and sit in a comfortable chair while reading her kindle. She was not allowed to sit in one of the three empty sofas in the bar, but was forced to sit on a bench type seat against the wall at a table for two surrounded by other tables where guests were eating meals. She felt uncomfortable and soon came back to the room. Such a pity to be treated this way, when otherwise we really enjoyed every aspect of our stay from the comfort, cleanliness, food, warm swimming pool , friendly staff and perfect location to visit other towns in the area.

Been here for 4 days as i use a Mobillity scooter there care and attention second to none. Excellent room , fiendly attentative staff . A relaxed atmosphere with greatv food served expeditiously and fresh. I've read some of the whingers comments and assume they went to the wrong establishment. Met many happy return customers.

Booked this hotel via hotels.com. Left a note to confirm a dog will travel with us. We were looking to travel up (3 hour drive) for our first wedding anniversary. Rung the hotel the day before travelling up just to double check they have everything in place to accommodate a pet, to be told we can’t bring the pet as they dont have the right room available. Told me I couldn’t bring the dog, which was the main reason I booked the place in the first place. Also said if i wanted to cancel a day before that I’ll still have to pay for a night. Thankfully i booked via hotels.com and was able to get a full refund. I asked them why they didn’t advise me earlier when i had first booked the hotel and they said they did advise me (which is untrue) and couldn’t confirm how. Just imagine if i travelled up and was then told i cant stay. Absolutely shambolic from this hotel. Thankfully found another hotel which was way more accommodating and cheaper! Thanks to kinnel & kimspa hotel, we didnt have to cancel our trip last minute!!!

On my trip advisor review…On top of this the quay hotel management ends up lying to say that they called me at the time of booking. No they did not! They only returned my call the day before my stay because i kicked off and asked for a refund after my initial call earlier that same day to check all was ok with my booking.

They can’t handle negative feedback. Seem to twist it in their replies. Wouldn’t surprise me if they give themselves good reviews!

Magnificent service in Quay's Hotel Spa! Thank you ! Both lovely. I highly recommend. Very best professional. Diolch!

We booked a table for 5 and stayed 1 night. The lunch was terrible, dry overcooked chicken and the beef dish we sent it back because it had a black hair in it. The staff are not proactive or attentive after lunch we sat and waited for 20 minutes the staff never approached our table to take a coffee order, we eventually had to call them over to order. The next morning on checking out they tried to charge us 15 pounds for bar drinks that we never ordered... It was my first and last time to visit the Quay..... Not recommended especially the lunch menu.
Change the chef, train the staff to be proactive. Food Hygiene standards a priority

I visited Quay hitel this weekend for a drink on their patio. On arrival no one asked for our contact details incase of COVID-19. None of the staff bothered to sanitise the tables. We had to ask three people before we had our table sanitised. They w8ere only concerned selling you drinks. EXTREMELY THOUGHTLESS at such time.
I hope the management take note by reading my review.

We are regular customers, but since Covid 19 we had not visited till today.
We were at the Veranda, there was no one way system, no signs, no sanitizers, and the tables were not cleaned before new customers came.
3 staff on duty, none had a clue about what they were doing, totally no communication with customers.
Health and Safety is a Big Issue here , did not feel at safe.

Stayed here for one night last night, which was during the covid-19 crisis and whilst Wales was still in the middle of a partial lockdown. I could not fault the hotel at all, excellent service, friendly staff, comfortable bed, food (room service) was very tasty. Free car parking right outside our hotel room, dog friendly. I don't often give out 5 Stars but this hotel definitely deserves it. Looking forward to going back again next time I'm in the area.