The Royal Yacht

Had a great stay at Royal Yacht for 3 nights. The hotel is lovely, rooms have comfy beds, the restaurant is so good we ate there every night. Spa is superb and was never too busy. The staff here are excellent and really makes the hotel stand out. Defo recommend.

Cherish room but pretty small Good amenities and breakfast

I have significant knee pain and I’m waiting for surgery to correct. When looking at the room choices on Agoda (also double checked against the official Royal yacht website before booking) I noticed the lower class room (silver double) only had stair access. It was approximately 16 m² in size as well. This wouldn’t work for me, I said above, I have significant knee pain and need to use the lift. As such, I booked the next class of room up which had lift access and was approximately 30 m² in size. When I arrived at the Royal yacht, I was given the room and disappointed to find that I had to negotiate very steep steps with all my luggage as have been booked into a silver double room, not the next room up, which I had paid extra for initially on the Agoda website. On measuring the room, it was approximately 6 m x 2.8 m clearly this was the silver double room, not the next one up which I had reserved deliberately. I went down to reception to discuss with them and they kept saying this was the correct room and I showed them the photos in my reservation on the Agoda website and my email, that clearly stated the room was 30+ square metres and had no mention of stair access only. I showed them that the silver double room on both their website and Agoda was 16 m² and clearly states stair access. I pointed out again, that the room I had to negotiate to, had stair access only. They reviewed the booking from Agoda, that was sent to them and claim that the silver double room was all that Agoda had booked for me. They said if I wanted to avoid stair access (I did, I deliberately booked the next room up to avoid the stairs). I would have to pay extra money to go for a different room. I had to pay the *** as it was physically very difficult for me to negotiate the stairs. During this, I had also started running a complaint with Agoda which took many hours for them to feedback, but they were still struggling to get hold of the hotel to discuss. Only had a reply 24 hours after I checked out of the hotel to say that they discussed with the hotel and there was nothing they could do. They’ve offered me $39 credit to their website, not even UK pounds! So I’ve had to spend an extra *** st the hotel desk and the difference between the basic room and the room I booked was approximately ***, so this was another *** I paid upfront to Agoda. I’m clearly very much out of pocket and also had quite a stressful evening trying to explain to the hotel reception, that I was going to struggle negotiating the stairs, et cetera. Very poor service from both Agoda and the Royal yacht. It may be the Royal yacht is telling the truth and Agoda had only reserved the Simver room, but so many smoke and mirrors, it’s hard to know which one of the two companies has lied. Makes me very anxious to book with Agoda again, as what’s the point in booking a nice room, if all you get is the cheapest room and you pay the higher price. Very poor customer service overall

Was very nice and all staff was very helpful and happy