The Berkeley Guesthouse♡

Avoid. Terrible customer service from the manager/owner!

1.0

Location, near seafront

− Please read the reviews on tripadvisor!! I wish I did. First of all, the land line is disconnected (I believe that's on purpose!), I tried multiple times to phone the guesthouse, but it didn't even ring. I arrived early before check-in, no one opened the door (later the manager/owner Joy confirmed she saw me, but didn't even open the door. Upon check-in I was asked for a credit card for a £100 deposit (the room was paid via booking.com). I asked if I could leave cash, she said no... I asked if it's a pre-authorisation on the card and she said she doesn't have to explain to me anything (shocking!) as it's written on booking.com.. As I thought I didn't have my card on me, she rudely told me to go and wait while she is going to call booking.com to cancel the booking (of course no refund!). Luckily, I found my card..but even then she was rude, and said it's up to her now if she lets me stay!! What a welcome!! The way she spoke was very unprofessional. She took my card, I couldn't see what she was doing, no receipt nothing...then she handed over the key! Upon check-out (I stayed 1 night) I asked for the refund (as it states in the email you'll get refund upon check out), she said there was no charge?! I asked what's her name, she told me a fake name (Susan!)...her name is Joy (I found her on Linkedin as the owner). Why give a fake name??? This has been the worst customer service, and I travel a lot. This lady has no empathy, and is very unfriendly. Also, the window was very dirty.

A great stay made perfect by the outstanding customer service from the owner and her team.

10.0

A great guesthouse in a central location, close to station, town centre, beach and theatres. Joy, the owner is such a lovely, warm and personable lady, very welcoming, helpful and genuinely caring towards her guests. It was lovely spending time getting to know her. Room was spotless, very comfortable and had all I needed. I would definitely stay here again and wouldn't hesitate to recommend. Many thanks to Joy and her team for a very pleasant stay.

Guest review

10.0

Amazing lady welcomed us with open arms, clean room, soft towels, really comfortable bed

All Square at the Berkeley

9.0

Great location. Quiet - the hotel , not outside which IS noisy - bring ear plugs. Owner Joy knows Eastbourne like the back of her hand and will be pleased to advise about restaurants etc. Pleasant sitting room downstairs.

− No complaints

A lovely stay, Joy was a fabulous host.

10.0

A fabulous guest house in a great central location, close to the town centre and the beach.

Lovely hotel & great location - happy to recommend

9.0

Location is excellent. Less than a minute walk to seafront & likewise to Devonshire Park for the tennis event. Nice ensuite room, good bathroom, tv and kettle/drinks too. Joy was helpful, friendly and chatty. Lovely guesthouse and I'd stay again if ever visiting Eastbourne again. Nice lounge although barely spent time in hotel other than to sleep in as out sightseeing & watching tennis. Everything clean, extra bottles of water provided in rooms due to very hot weather. Toffees in the corridors for customers is a nice touch too. Hotel is good value for money overall.

− Not a criticism, I stayed during exceptionally hot weather so the room was very warm at night. There is a fan provided which was needed to be on all night to get a bit of sleep. If you really struggle in exceptionally hot weather, then best find a place with air con although may not be possible in most hotels in Eastbourne. Otherwise, lovely hotel & stay in Eastbourne.