Cottonwood Boutique

Hotel is totally different than it shows on pics. Couldn’t understand why a guest should pay for hotel car park. But on the hole cleanliness is wonderful and staff did everything so I’ll have a pleasant stay

The place is super old and needs serious refurbishment to live up to its name. It's a bit far from the station and the town centre which I did not appreciate. It's on the top of the cliff so you could get nice views if you have a sea view room but we didn't so this was lost on us. Also, being on top of the cliff means you don't have easy access to the beach - you need to find the nearest zig zag to get down. So not a great location, except maybe the fact that it is quiet. There was a mini-rain one evening when the guest in the room above us decided to have a bath and this ended in a massive leak - it was literally raining in the corridor in front of our door, I couldn't believe our eyes. The room was underwhelming - the furniture looks fairly new but very basic particle board and laminate grade. The carpet was dirty - there is no way you can keep a carpet clean when everyone is trampling all over it every single day with shoes. This is virtually impossible! The windows are super old and hard to open/close, not very clean either. The bathroom floor is linoleum which I think I last saw in primary school some decades ago. The breakfast was horrible - for £10 a person I found it an absolute rip off! No espresso or latte, just filter coffee! Some cereals, eggs, beans, pastries, juice from concentrate - the usual. No restaurant, not sure the bar was open or not. No lift. Overall, don't be fooled by the official pictures - the place needs total refurbishment and cleaning.

Absolutely appalling customer service!!! We booked this hotel as a family get away after a tough few months. We called the property direct to book a room and was advised by the call taker to book the room through *********** as this had the best rate but they would still give us a sea view room. A day after booking this hotel we had several emails from the hotel stating there was firstly no lift (which is not on their details, pictures will be provided) and then emails stating that we would not be getting our sea view and our room would be facing the car park. After my partner replied to the emails explaining our disappointment in this as we had been advised we would be getting our sea view, we had a call from a very unpleasant man called Paul. Paul stated he was cancelling the booking as there wasn’t enough staff and felt we was abusive. I stated to Paul that the emails displayed no form of abuse and was just outlining our disappointment. Paul then was pretending he could not hear me on the phone and kept saying “hello, hello I can’t hear you” even though the line was completely clear. I then asked Paul if I could speak to the manager and he told me I couldn’t and terminated the call. Nothing “boutique” about the customer service here. The hotel should be extremely disappointed with its self.