Hythe Imperial Hotel Spa & Golf

I am writing to complain about my stay at the Hythe Imperial Hotel on Saturday 14 February. The experience was extremely disappointing, particularly as we had previously stayed without issue. We checked in around 4:30–5:00pm (check-in from 3pm) and were allocated an ADA/wheelchair accessible room, which we did not book. Reception told us it was “luck of the draw” and nothing could be done due to late check-in, despite other guests being allocated classic rooms after us. We were also informed no refund would be issued if we chose to leave, which left us feeling pressured to stay. No attempt was made to resolve the situation or offer any goodwill gesture. When we asked if anything could be done, we were told they “can’t hand out free stuff left right and centre,” which felt dismissive. Not even a offer or a late check out or free breakfast (not that it would have been accepted but the offer wasn’t there to be declined) The leisure facilities were run down and poorly maintained, with flaking paint, a very small sauna fit for only 2, and a hot tub that switched off every two minutes fit for only 5 max, We cancelled dinner after overhearing multiple complaints at reception, which on Valentine’s Day made finding alternatives difficult. Overall the service, communication and facilities were unacceptable. Had we been informed about the room in advance we would have cancelled. Please investigate and consider a correct response to why your facility and staff are of this manor.

Clean room. Spa facilities.

Terrible check in. Cards charged then recharged and refunded then room key held hostage as the same card as full payment declined the £50 hold then had to redo everything again. Had an important VC at 16:00 which got missed jeopardising a deal. Customer service terrible in main reception. Everywhere else ok. Charged double for 1 hour late check out then refunded when I asked for the receipt and correctly charged in end. They mistrust guests but they themselves seem to lack trustworthiness… Spa area is good but seems upkeep and cleanliness not great. All in all an excellent expensive 2 nights I wouldn’t even value as worth even half the amount unfortunately… has potential to improve and hope it does but I would find it hard to recommend for now.

Room was okay thought check in was late from 4 you should be able to check in earlierbreakfast expensive 20 pounds per person drinks from the hotel bar were expensive nice location swimming pool okay then you had to check out by 11 thought that was to early should be at least 12

The staff where very helpful and friendly from start to finish the room was very clean and the amenities where excellent

Check in was good and pleased with the room. What needs to improve is the breakfast and staff. Welcome staff hiding round the corner on phone. After asking did not tell us how breakfast worked. Several staff not doing alot, even when the coffee machine broke and would not manually make tea coffee! Had to wait over 10 to 15 mins. Breakfast really let the place down especially when everything else was excellent.

Excellent all round love the champagne bar there was a live singer in the downstairs bar what was a nice touch and she was really good nice big room nothing to come about

Very clean and well appointed.

Positives - large clean modern room and professional staff. Negative - had to wait until check in time of 16:00 which seems very late for a Saturday night stay.

It was not good value for money compared with other hotels I have stayed in. Maintenance could be better. Air conditioning had to be switched off at night because it was so noisy. Neither lights worked on bathroom mirror or magnifying mirror. No shampoo or conditioner supplied. Coffee at breakfast came out of a machine.

Our room 415 needed updating. Carpet frayed furniture old. The staff were courteous. The hotel was beautifully decorated for the festive season. We paid an additional £300 for New Years Eve gala. The main course beef wellington was inedible and despite informing the waiter and being served with new portion each, this was also inedible. Spoke to the on duty manager but no good will gesture. Just told to email in. Eventually received a response and £30 refund to share between my husband and I. Our preference would be to enjoy an edible meal at the time. Otherwise we had an enjoyable 3 days.

Perfect stay, as always! A touch of luxury in a beautiful setting

Run down

It was Only from the bathroom.

Great place to stay. Room excellent and comfortable, facilities everything you could need. Staff all very nice & courteous. All set in a great location.

Staff and experience was lovely The spa is very tired and not a relaxing experience

the heating was not working in our room so they had to bring in portable heater which took a long time to heat the room i put the heater on in the bathroom as soon as we got to the room but in the morning it still was not warmer enough to have a shower The breakfast was a bit chaotic

Very efficient and friendly staff, lovely room and perfect location.

You can’t get a coffee in the hotel anywhere before 9am unless you want to pay £20 for a full breakfast - actually ridiculous

Room was dirty Inc pillow cases Toilet seat broken broken floor tile in Bathroom. Breakfast cold this sn expensive hotel which I wouldn't mind if it was a good standard. Disappointed with staff attitude regarding our complaints. Won't be returning and definitely would not recommend