Quy Mill Hotel & Spa, Cambridge

I am a member of Riverside Spa. This was once known as Imagine spa, but is now rebranded and managed by Quy Mill Hotel. Since the management has changed, there has been a massive improvement in cleanliness. The facilities have been smartened with the new branding and facilities have improved. The staff are lovely and the pool is gorgeous. My happy place

We had high hopes for our stay here, but were a bit disappointed. Our room was very hot with the aircon set too high on the wall and not facing into the main part of the room. We ordered breakfast to our room, but we had to chase it up. It arrived 20 minutes late, but we were charged an extra £30 to have it delivered to the room! We had hoped to stay in the bar after we checked out to watch the women's World Cup quarter final, but the television in the bar wasn't working. On a positive note, the staff were friendly and it was clean and tidy.

I never thought I would find the real Fawlty Towers but have done so in the Quy Mill! The rooms are fine but a bit outdated and do not justify the price charged. General housekeeping of public areas is not great. Check in process was not straightforward and room key did not work first time. Staff are obliging but not well trained and have no supervision. Breakfast was a disaster - after a 10 minute wait to get into the restaurant, a further 30 minutes elapsed with no sign of my tea or breakfast arriving. I left the restaurant without having any breakfast. I had become the invisible customer. Spoke to the General Manager but received no conclusion to my complaint from him. He was more interested in the rest of his plans for the day off site. As for the conferencing service, there was simply a lack of attention to detail - had to chase everything from an extension lead to water, to sufficient glasses. All in all really poor. I will never go back, ever!

Booked an overnight stay as a treat for my mum as we were going in to Cambridge to watch a show. The staff were lovely and very attentive and dinner and breakfast were both lovely. Plenty of parking on site and the spa although on the small side was clean and not overcrowded. The hotel itself is very charming, as is the grounds it sits on. We were fortunate to be upgraded to one of the rooms overlooking the garden with a four poster bed. A lovely view with both a large room and bathroom with everything you need. In general everything was clean although I did see a few cobwebs on the ceiling. Bed very comfy. Some of the furniture was a little dated but it’s definitely in keeping with the property and I think adds to the charm.

I booked a spa package at Quy Mill as was very pleased. As it was mid week I expect it was quieter that usual but staff were attentive and the spa facilities were very clean. There were a few organisational issues at front of house on the day but everyone was very polite and friendly. Sarah was my therapist and was exceptional! Her attention to detail in the treatment she is conducting and her customer service were very impressive. It is the first time in a long time that I have had such excellent service in both how treatments were delivered and overall care of the customer. I have already booked my next treatment! 4* overall but a 5* to Sarah!