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at the Quay Hotel and Spa
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A needed break
Nov 20th, 2020
I specifically requested a room facing the estuary. We were given a room facing the inland marina. The receptionist managed to change this for us and we are very pleased at her helpfulness but I am aware that if the hotel was full this may not have happened. The staff throughout were extremely courteous and accommodating. The room was spacious and clean. Breakfast was excellent and we could not fault the quality, however, there was a disappointing and a limited evening meal menu, especially if you do not like burgers. I used the deserted spa facility ( the swimming pool ) which was clean and provided a great experience as I was the only one in the pool. TRIPADVISOR.COM USER
Nov 16th, 2020
We booked the Executive Deluxe room - room 268 in Tower 2. This is one of the nicest hotels we have stayed in. The staff were lovely - room amazing - food outstanding. We used the pool (we booked an hour slot) So well organised. Our room had the most amazing view across to Conwy Marina and also the Castle. We will definitely be booking to go again. We can't praise it highly enough. TRIPADVISOR.COM USER
A huge disappointment
Nov 9th, 2020
For years I have wanted to stay at the Quay Hotel in one of the balcony rooms overlooking the estuary and Castell Conwy. In August this year I booked ‘an executive deluxe room’ described on the website as having ‘stunning vistas of Conwy Castle across the Conwy estuary’. Upon arrival, we were allocated room 275. Firstly I noted how small the room was - not my normal expectation of ‘an executive deluxe double’. But the huge disappointment was that there was absolutely no ‘stunning vista of Conwy Castle’. The room is on the ground floor, in an annex set back from the main block - this cuts out any view of the Castle. Also, looking at the fire escape plan, it is far smaller than any of the other similar rooms on the floor. I don’t understand how it can be designated in the same ‘executive deluxe’ category. The hotel was full, so the only alternative was room 247. We accepted it because it is a large room, but no way is it ‘an executive deluxe room’. For example, the espresso coffee maker in room 275 was replaced with a simple kettle in 247. The décor and furnishings are gloomy, dated and tired, there are stains on the upholstery (not reassuring in times of Covid), a bedside lamp was hanging off its bracket, and the view of Conwy Castle can only be ‘enjoyed’ by peering through poky triangular windows. I was devastated that we ended up with this. The food in the restaurant was good but my stay was ruined. I feel that we have been grossly short-changed – we were allocated the worst room within the category despite having booked the ‘luxury wine and dine package’ as well. What more does one have to do to get the room they actually paid for? My husband and I are in our 70s so it is not so easy to ‘write off’ these special moments as something we can easily repeat in the future. Our window of opportunity is no longer that big. And to make things worse, I have emailed and phoned the hotel 3 times to explain my disappointment. I have had no response at all. TRIPADVISOR.COM USER
Oct 19th, 2020
Stayed at hotel last year for anniversary. Really nice hotel and location. So rebooked for this year. Week we were going received emails about what spar treatments. The night before stay I contacted them to ask about check Inn times only to be told there not open. The person on the phone said they hadn't got round to emailing every one. He dint seem to care that I had not been informed. Really bad customer service for a hotel of this type TRIPADVISOR.COM USER
Booking.com 5 : Quay Hotel 0
Oct 9th, 2020
Loved the look and position of this hotel and was excited to book a night in a higher priced sea view room with a balcony through Booking.com at £204 for a special treat on 20/09. I called the hotel to check the spa arrangements and also check my room booking. Surprised to be told I’d been allocated a room without a balcony and was advised it would be raised with the manager… the hotel chose not to respond. I emailed my booking to the hotel to show both the advertised sea view and balcony… the hotel again chose not to respond. I called Booking.com, spoke to Drew who was very helpful, they advised that the hotel should honor the advertised extras and he emailed the hotel… the hotel chose not to respond to Booking.com either! Later Anna Marie at Booking.com was also really helpful and again called the hotel… the hotel did not answer the call from Booking.com! Anna Marie persisted (as we were close to the cancellation deadline) and she eventually spoke to Molly who advised that we could cancel if we didn’t like it! No attempt was made to resolve with an alternative or a reduction and Anna Marie said she felt the hotel response was unbelievable and so we agreed to cancel as we were not getting what we’d paid for. I was really disappointed and emailed the hotel through their own website to offer some feedback on my experience… disappointingly the hotel has again chosen not to respond! As several weeks have now past I wanted to share my experience… lets hope the hotel does the right thing and responds in a far more effective way. TRIPADVISOR.COM USER
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