Apollo Hotels レビュー 

⭐ 1/5 – Disappointing stay and poor handling of complaint

Unfortunately, our experience at the Apollo Hotel was extremely disappointing, particularly as we were travelling with two young children.

Prior to our arrival, we specifically requested a travel cot, which the hotel agreed would be provided. However, upon arrival, this was not available, leaving us having to manage without one. This was particularly frustrating given that we had made arrangements in advance to avoid exactly this situation.

We also experienced issues with the hotel’s restaurant, with food unavailable during our stay, causing further inconvenience for our family.

Following our visit, I contacted the hotel to raise these concerns and give them an opportunity to put things right. Although the General Manager acknowledged the shortcomings and apologised, he refused to offer even a partial refund or financial compensation. Instead, we were offered a discounted future stay, which was of little value given our experience.

After further correspondence, I was informed that the decision was final and the matter was considered closed.

I appreciate that things can occasionally go wrong in hospitality, but what matters is how a business responds when they do. Unfortunately, I felt the hotel fell short both during our stay and in its handling of our complaint.

We certainly won’t be returning and, based on our experience, I would struggle to recommend this hotel to other families.

Man on the desk was new, said “ not in the group chat with housekeeping so doesn’t know if rooms are ready” so he had to go and check each guests room to see if it was

Our room was ready but no kids bed was out or set up. We had one towel for three of us and one cup for three of us.

The room had an empty Belvita biscuit wrapper under the bedside table. There was also a tea bag tag under the other bedside table and a contact lense wrapper under the desk table.

The bathroom door was really creaky so can’t be shut or fully opened without making a racket and waking up our two young children.

There was no toiletries in the bathroom.

I went to the bar for a drink and the lady was organising the sugar bowls and had no idea there was myself and another lady waiting for a drink, even though I had a baby who was starting to cry while we were waiting. In the morning on our way to breakfast there was a piece of eaten watermelon and a biscuit left in a window cill.

I genuinely struggle to put into words just how appalling my experience at the Apollo Hotel was. From the moment I arrived, it was clear that basic standards of cleanliness and hospitality were completely absent.

The spa facilities — if you can even call them that — were utterly disgusting. The sauna had a stale, sour smell that hit the moment you opened the door, as if it hadn’t been properly cleaned in weeks. The steam room was no better, with grime visibly clinging to the walls and an overwhelming sense that hygiene simply wasn’t a priority. The pool area was the worst of all: murky water, slippery, unclean floors, and a general atmosphere that made you question whether any maintenance was being done at all. It felt neglected, unhygienic, and frankly unsafe.

Housekeeping was equally unacceptable. Bins in the room were not emptied daily, leaving rubbish to pile up and smell. Towels were not replaced unless repeatedly requested, and even then, it felt like a chore for the staff rather than a standard service. For a hotel that claims to offer comfort, this level of neglect is inexcusable.

Customer service was another major disappointment. Requests were met with indifference or outright annoyance. Instead of feeling welcomed, I felt like an inconvenience. The staff came across as rude and dismissive, with little to no effort made to assist or even acknowledge concerns in a professional manner. Basic courtesy seemed completely absent.

Overall, this was one of the worst hotel experiences I’ve had. Poor hygiene, lack of basic upkeep, and unprofessional staff made it an absolute nightmare. I would strongly advise anyone considering staying here to look elsewhere.

Had trouble getting into the room and when we had rang up for some help we was forced out by the owner and the manager and as we had left then manager and her husband where kicking off at me and my friends where I was punched in the face multiple times and my friend who is a female was beaten by a full grown man(managers husband)and the manager and then the husband got a baseball bat out of his car and tried hitting us with it before driving away moments before the police had arrived

We stayed here for one night as a quick stop off and we were bitterly disappointed. The receptionists were excellent and very helpful.
However this is where the good experience ended.
Our room was cold as the heating wasn’t on, the bed although comfortable was cold as it was a thin duvet, and no spare one to be seen, so we took a blanket from the car.
The hairdryer was unsafe and glowed red and smelt of burning before it cut out.
We were unable to take a bath as the hot bath tap was seized. There was appalling filth under the soap dish and the entire room and the bathroom needed some attention .

I asked for the manager but not available! Asking around I got the impression that no staff stay for long, it is grossly understaffed and badly managed with inadequate training and supervision.

Never again.

Spa, was cold, dated, smelt of stagnant water, grubby. Water freezing. Hotel could do with some money spent on it, dated, cold. People were complaining it was cold, and were told its on a timer ! Bar not open until 2 30pm, restaurant never opened, not even on valentines evening. Deluxe suite was ok but tatty furniture, nice size, but missed the touches which made it deluxe. Breakfast was a joke, disorganised, not enough food, the 2 staff didn't communicate with the customers as to when food was coming. Whole thing felt like it being run on a tight budget to the expense of customer comfort. Not enough staff. Needs serious renovations.

Unsupportive and unaccountable staff/management - Missing piece of clothing
I stayed at Apollo hotel on the 11th of November as a business trip.

My dissatisfaction became real once I had to deal with a jacket left behind. Any properly run hotel and management must have a process in place to deal with such situations. A few days after my stay I phoned the hotel reception and after an email exchanged, the staff confirmed that my jacket was left in the room wardrobe and via me giving my address details and bank card details for (postage costs) I would receive the item left behind. Up until this moment all was good.
During the following days/weeks the contact became extremely hard (no replies to various emails, reception not answering the phone) which terminated with an email by management saying that the jacked "went missing". No further support, no compensation offered, just silence. I expected more. A properly managed hotel would have made themselves accountable in such situation.

Feedback on Last Night’s Event at the Apollo Hotel Basingstoke.

I attended an event at the Apollo last night, which included a three-course seated dinner. Unfortunately, the food was extremely disappointing. The starter appeared to have been left out for some time and was stale, while the main course arrived cold and was inedible, one mouthful and I left the plate.

When hosting large-scale events and charging guests accordingly, it’s important to ensure the catering meets basic quality standards. The food was poorly executed.

Upon arrival, we also found the ladies’ -toilets in an unacceptable condition, there was urine and tissue on the floor, stained toilets with faeces, and no toilet paper available. They also smelt very musty. This was before the event had even begun. It’s essential that facilities are checked and maintained before and throughout such events to ensure a clean and welcoming environment.

Please do better and make improvements for future occasions.

On a positive note, the service staff were excellent, friendly, attentive, and helpful throughout the event.

Apollo Hotel, Basingstoke, UK.
Dated hotel and very musty smelling in reception, corridors etc. Room was ok, no teaspoon to make tea/coffee, sink badly cracked, vent in bathroom didn’t work and window latch broken so good job it was hot as you couldn’t close it. Breakfast was terrible, understaffed, poor service (although the two staff there were trying their best but were clearly stressed and fighting a losing battle), no clean tables, glasses, cereal, food sparse and had to ask for fried eggs which took 15 minutes by which time everything else was cold. It appeared they had run out of most things. No pastries, fruit, yogurt or decent bread, there was a distinct lack of food. Everyone in the restaurant was complaining and making jokes about how poor everything was. Someone asked to speak with a manager but was told there was not a manager there and that they had gone on holiday together. We complained to receptionist when checking out but she was unhelpful and just said “there is nothing I can do, we are short staffed on weekends.” Begs the question why are they taking bookings when there aren’t enough staff or food for guests?! Paid £100 including breakfast for 1 night and it really was over priced for what we got. This hotel requires refurbishing, more staff, breakfast was lacking, unorganised and poor. I would definitely not recommend staying at this hotel.

I stayed in the Apollo hotel the weekend just gone.
We had to change rooms 3 times on our 3 night stay at the hotel.
1st room window was broken and very cold. We were told heating does not come on until 4pm. When check in is 3pm.
The 2nd room went to have a shower or bath and no hot water.
The 3rd room we moved into on the Sunday morning and this was our last nights stay here. The room was all in good working order.
The staff excused any complaints that were made and it was obvious it was short staffed by no one at reception pr bar staff disappearing all the time.
Staff made no apologies for any complaints made or seemed to accept responsibility.
Food was the only great thing about the place. But that also had its problems.
But they say you also get what you pay for. My argument is no matter what you pay for you expect abetter standard of service.
Has on the Saturday we had to ask to have our full English breakfast to be microwaved. The staff told us that they had turned the heating on the food bar down and now turned it up after we had mentioned the food was stone cold. There is something not right about that.
Would I stay there again,No!!!!
I did stay at this hotel in 2016 and would have gave it 4 stars then.
Such a disappointment this time.
The pool was cold and the jacuzzi was steep getting in and out. There were no sign to say there was an safety issue amd was only told by a member who was already in the jaccuzzi.
You had to ask for towels and the guy at the pool reception was not helpful at all with pointing out what facilities there were.
I got the impression that all the staff were probably fed up with all the guests that were moaning.
I believe we definitely would not have been the only ones.

Avoid Avoid this place it’s absolutely joke not sure why it hasn’t been shut down no customer service at all,cold rooms,towels changed when it suits.
Majority of staff are rude and unhelpful.

Not even sure if all the other reviews are actually genuine customers or fake!

Worst hotel in UK we have ever stayed at and wasted nearly £400 on a weeks stay!!
I would be so embarrassed being the management of this circus.

On the website it said all rooms were air conditioned-they are not. The rooms are very tired and need updating, the whole place does. It is also in a noisy location. We ordered a sandwich at the bar which took a good hour to arrive and when it did it was dry and stale. So food not good or rooms not good either

I stayed at Apollo Hotel Birmingham, earlier this month. Very big family rooms, we were a room with 3 beds and a bunk bed, still loads of space even if there are so many beds. Beds didn’t feel bad at all. With how the hotel looks, I was so scared, thinking I would fall into the bed hole.
Room was cleaned but still has spiders, bathroom was really bad, outdated i can say. The whole room outdated, windows couldn’t close. There was a lot of road noise and people passing by in the night, i literally didn’t sleep.

Toilet seat was broken. It was dirty, I had to ask the guy at the reception for cleaning staff to try and make it comfortable for me and children. Little one refused to wee in there, we had to buy nappies.

We were there for a conference, the toilets for the hall were crazy dirty, the upstairs one was flooded, can’t explain how bad it was because you can never understand it. We asked for it to be cleaned, it couldn’t be cleaned because the cleaner had gone. Those toilets looks like they’re from 1947!! Very bad.
I loved the staff, they were all very friendly and apologetic as well about the hotel conditions though it wasn’t their fault. So the 1 star is yours guys!! Keep up the good customer service even in terrible conditions like the ones you work in.

We attended the Apollo Basingstoke hotel on 1st April for a hosted music event and the hotel were responsible for providing a 3 course sit down meal! The food was not fresh ,inedible ,cold and undercooked, the soup was like salt water and the main was chicken (the chicken was the only main offered )three of our meals went back twice and when they came back the only thing that changed was that the plates were hotter ! There was still no resolution so we literally went hungry with no alternatives offered there was no real concern shown that the chicken wasn’t cooked (red) and a high risk of someone eating it becoming unwell, this seemed to be the theme from a number of other guests we spoke too during the event ,if it was just the meal we had gone for we would have left demanding a full refund , I will be contacting the events organiser to get a view of how this was allowed to happen first thing Monday and to seek a resolution as I’ve never experienced any kitchen to allow food of that standard to even reach the table or seen such customer focused apathy it was disgraceful! One star is generous AVOID !

We stayed in room 309 on 4 July 19 last week. On getting settled at approximately 11.30 pm we noticed that the bed was not at all comfortable in fact like lying on a 'bag of potatoes'. I could not believe this in such a quality looking hotel.
By 2pm I could not stand it at all as we were both uncomfortable and obviously this was going to be one hell of a night.
I rang the reception and was offered the keys to room 133 (A young lad brought the key to our room ). On entering the room with the key I was shocked to realise that the room was occupied and I could see suitcases on the floor and a man's foot hanging from the bed. A lady shouted "WHAT THE!", I made a hasty retreat and hoped I would not be followed and assaulted and went back to the reception and informed the young man on the reception - that the room was occupied and told him to check the computer whereupon he said it was not showing occupied and gave me another set of keys to 204, a suite ( the bed was very comfortable but I still found after all that had happened I could not settle).
This was 3am in the morning and by this time I was quite traumatised. I rang the reception the following morning and Ewa, the under Manager, came to the room to check the bed in 309 as I wanted this confirmed. She said she would have the mattress changed as she agreed that it was very lumpy to sleep in.
She offered me 25% off our payment but I requested a full refund under the circumstances.
She gave me the Operations Manager's card Mr Scott Crossley, apologised and explained that she would not be happy with 25% and that he could give the full refund.
She also said she would email Mr Crossley and send a copy of the email to me which I have not had to date.
I gave the opportunity to sort this miserable situation out as when I booked the room I did not sign up to be put:

1. In a bed not fit to sleep in
2. Go to another room with a key to find it occupied and feel threatened.
3. Have no sleep as a consequence and have to travel 5 hours the following day.

I emailed and requested that Mr Crossley speak with Ewa and get back to me but I have had no correspondence to date. Avoid this hotel - all front.

Apollo Basingstoke

Please avoid this hotel at all costs. Very disappointing. I arrived here late on a Monday 8th April eve for work purposes the next day. Arrived at 7pm and wanted to order room service. The phone said press 0 for reception and room service I tried calling for half an hour no one picked up. So I went down to reception and the two men on reception were sat in chairs st the back I had to shout hello they came in and I said how I couldn’t get through. He was very rude and told me to go back to my room and try again which I did twice!!

On my third time going downstairs a very helpful member of staff in the bar told me I could order food with him and he got it delivered to my room.

It took one hour to come and when it arrived it was over cooked and inedible.

The staff are so rude in this hotel it’s unbelievable and not worth the money.

I stayed at the Appolo Museum hotel in Amsterdam. It is the an absolute disappointment.
The rooms are small. the walls are thin.
The price is absolutely crazy and the staff are overwhelmed and stressed.