In April 2022 our company R Hotels Weymouth LTD bought the Richmoor Hotel and Hotel Mon Ami and merged them into the Jubilee Hotel. At the time these buildings were 167 years old.

In the past 2 1/2 years we have created an ambitious and creative Management Team and Team of staff who really care about the customer guest experience. It has taken us time to enact changes and roll out our vision with changes coming in phases with the latest phase being in November 2024. We are not stopping however and still have plans to how we can elevate and expand in the future.

We have spent the last 2 1/2 years pumping hundreds of thousands into the hotel and thought we would share our journey and plans for the future with you.

We have 77 bedrooms. When we bought the hotel around 65 of the 77 bedrooms had adequate shower pressure but we acknowledge about 12 of our rooms occasionally in high demand periods would have the pressure drop. We have spent over 2 years investing in new boilers and showers and lots of solutions. In October 2024 we were able to make a change to our mains and now we have had to turn the pressure down. We are now confident that we can deliver a hot or cold shower of good pressure across all our 77 rooms.

In October 2024 we have also upgraded all our mattresses to luxury mattresses that have gotten great feedback from our guests.

We also recently launched Bronze, Silver and Gold Tiered rooms so that we can manage guests expectations more efficiently. We will continue investing in improving and characterising each room type. For example our Gold Rooms have coffee makers, mattress toppers, and extra large bath towels.

When we bought The Richmoor Hotel and Hotel Mon Ami their restaurant The Three Chimneys Smokehouse and Grill already had a great reputation for its breakfast, carvery and food. However we expanded on this by hiring mixologists and launching a cocktail and mocktail menu. We launched a self order app on the tables. We put in a pool table and we refurbished the restaurant garden, and we expanded the entertainment programme. In our plans for the future we are hoping to launch brunches and bottomless brunches, a new expanded drinks menu and a lunch menu and diversify our Entertainment Programme some more.

We have recently opened The Secret Garden Spa. This consists of 3 beauty rooms offering amazing treatments that are getting us 5***** reviews, and a hot tub and sauna garden. We hope to expand in the next year by adding a Gym in 2025 and continuing to add to our wellness with some wellness bedroom suites and some more retreat packages and wellness programmes.

In regards to the guests journey and booking processes we have recently to Autumn 2024 launched a new self service portal where guests can monitor their booking, book restaurant tables and spa treatments and purchase meal plans and drinks tickets. Guests can also communicate with reception and leave us feedback.

In November 2024 we launched new Corporate Business Traveller Rates, Spa Packages, Spread the cost payment plans, website exclusive rates and VIP schemes. We hope to expand on this before summer 2025 with a new customer loyalty programme.

In November 2024 we introduced a new mystery customer bonus to our team to ensure our customer service and standards are consistant for all our guests and you get treated with the care you deserve.

We commit to always having a 1 year, 2 year and 5 year plan and to keep striving to deliver our very best service and to get the most comfort we can from this 169 year building. As i am sure you can understand we could not enact all of this in April 2022 when we had just purchased the business but we are so excited going into 2025 at far we have come and also at the exciting prospects ahead! We promise to always be honest and transparent and not oversell us.

Built-in 1855, The Jubilee Hotel was originally part of Victora Terrace and is a Georgian Grade II Listed Building full of character and history. The hotel was not purpose-built as a hotel and has had many purposes up until the 60’s when many of Weymouth’s Seafront Historic buildings were renovated into Hotels. As a Grade II Listed Georgian Building, we are subject to regulations which protect the historical and architectural significance. This building is of a special interest meaning alterations can not be carried out without relevant consent.

What this means.. is that we have done our best to update the property to make it modern, clean and comfortable. However as we are not a purpose built hotel we hope that guests bare it mind and accept that we have 78 unique rooms, split into 16 room type categories based on the bed configurations, room characteristics and size and view from the bedroom window.

We do our best to sell accurately and fairly, under each room type we list the pros and cons to each room and the locations of the building these room types are found. We also display a sample photo of every room and bathroom in that room type category. We will never mislead you and claim to be something we are not.. but we also ask that you manage your expectations to what we have advertised.

Due to being a Grade II Listed Building it has affected things like our Lift Sizes, Old Fashioned Sash Windows, and the Bathroom Sizes.

You must be at least 18 years old to book a room or stay in a room unaccompanied unless special arrangements for extra security measures have been prearranged with the hotel. 

Due to the ever changing nature of the hospitality industry, we only accept bookings up to 12 months in advance. 

Upon booking directly with us, you will receive a confirmation email with more information about your upcoming stay.

We normally send out the confirmation email at the same time as booking but please allow up to 24 hours and if you haven’t received it, it may be because of a technical error or a misspelling on your email address. So in this circumstance, after 24 hours, please call the reception desk on 01305 773435.

The standard room rates are per room per night, however the price changes if you have breakfast included. This is because you are paying for each person for breakfast.

This also applys to any extras you may of added on to your booking.

However we may have packages that are priced per person.

To make a group booking, please call us on 01305 773435 or fill out the enquiry form on our Groups package page where we will reply with a bespoke quote.

Some times of year we have restrictions on our stay periods. This could be a two night or three night restriction. We normally do this during busier times of the year like weekends or half term.

Immigration (Hotel Records) Order 1972 Yes, however you will be responsible for the guest following the rules of the hotel and following our booking terms and policies. Also, as you would be the booker, you are responsible for any damages or fee’s incurred by the guest.

Under the Immigration (Hotel Records) Order 1972, we would need to collect the full name and nationality of all guests as well as any personal information for security purposes. We will also need to collect passport details and details of the guests next destination.

You can see the Town centre from our steps and we are one bus stop away. It is 0.3 miles away, and just a nice leisurely stroll down the seafront.

The train station is just a block behind The Esplanade, it’s a short 0.2 mile walk or about £4 in a taxi.

Out of 77 rooms they are all ensuite with showers. In addition we have 3 bedrooms with baths. If you require a bath please speak to us in advance.

Breakfast is an All-you-can-eat Buffet Breakfast during busier periods or cooked to order during quiet periods.

The Breakfast includes:

Continental: Selection of Cereals, Yoghurts, Selection of Fruit, Selection of Pastries, Toast (Ask for Gluten Free)

Cooked (All you Can Eat): Bacon, Sausages, Fried Egg, Scrambled Egg, Mushrooms, Hashbrowns, Fried Bread, Tomatoes, Beans

Drinks:

Tea, Latte, Cappucino, Flat White, Espresso, Mocha, Hot Chocolate, Tea, Herbal Teas.

Fruit Juices

Milk

Hot Beverages

(Ask for Vegan, Gluten Free Substitutes)

You may be on a package deal that has Continental Breakfast included, if this is the case, then and you can upgrade to the all you can eat for an additional fee.

You may have included breakfast in your room rate. If you haven’t it can be bought at the till in the mornings. This is discounted if prebooked via Reception on arrival. (even cheaper if done via self service portal).

In recent years we have stopped automatically doing room services as more of our customers preferred privacy to a Housekeeper knocking on their door at 9am.  However we of course do not want this to get in the way of good customer service so-

-At our Reception, we have a glass cabinet full of lots of extra free supplies- help yourself.

-If you brought us your wet towels we will exchange them for fresh ones.

-If you would like your room cleaned please request it the night before and we will schedule you for the next day’s list. This will of course be free.

If you want your room cleaned daily please don’t let this put you off booking. Just let us know on check-in and we will book you in every day!

In regards to complaints, if something is not to your satisfaction we will always work hard to quickly fix it as conveniently for you as possible. We cannot deliver what we do not have or advertise. We will always work within the perimeters of what you have booked and when we have more expensive rooms available you are of course welcome to buy an upgrade.

PLEASE HAVE REALISTIC EXPECTATIONS KEPT TO WHAT YOU HAVE SPECIFICALLY BOOKED

We also ask you to take into account we are a Grade II Listed Building built in 1855 and whilst we have done our best to modernise the building to be as clean, comfortable and attractive as possible we acknowledge and have been upfront that had we been built today we would of done things slightly different.

However we are what we are and we provide a quintesential British seaside experience and we sell ourselves fairly and accurately and you have decided to book us. We will not compensate you if we have delivered on what you booked, for example- on arrival you complain your room is not a Seaview when you have not booked a Seaview.

COMPLAIN IN REAL TIME IF YOU WANT IT FIXED

The main thing we ask from guests is that they bring us complaints in real time, at the time the issue occured or was discovered. As a company it is extremely rare we will offer any compensation at or after checkout. Complaints can be a minefield to navigate and we do not want to offend guests but if you wait til check out or after to complain-

• We may of had a very quick and easy fix available you have not given us the opportunity to use.
• It can become extremely difficult now to verify the complaint. For example- if you complain about cleanliness or damages days after checking in how can we tell if that was there before arrival?
• If you complain you were kept awake all night by other guests, how do we know this is true or the context and how is it fair we fine that guest on your say so? You have also stopped us being able to do a welfare check on the room.

IF YOU ACCEPT COMPENSATION AND A FIX NO FURTHER COMPENSATION WILL BE OFFERED FOR THE SAME COMPLAINT

If we have delivered on what you have booked no compensation will ever be offered. If we have not delivered then we will offer as many solutions as possible to you that we have and if this means you have not had your moneys worth we will offer some form of compensation attached to the fix. Once you accept the fix and compensation this complaint is now closed and will not be revisited again for future compensation.

If we cannot deliver and you are unhappy with the fixes then we will offer to refund you and you can leave. We will only refund unused nights. We will not refund any nights stayed (which includes the day time if you have used the room for over 2 hours).

What we will not do is refund stayed nights. Many guests raise no complaints during their stay and then on departure want full refunds. If you do not like the product- please return the product and you will be refunded (if we could not find a fix). An example we use- is you cannot go to town and buy a pair of jeans and then a few days later go back to town and say you do not like your jeans and you want your money back but your still going to keep them. If it is good enough to stay- it is good enough to pay! Do not accept the fix and compensation and then on departure try and get a full refund.

IF WE CAN FIX YOUR ISSUE WE EXPECT YOU TO TAKE THE FIX

If we have been able to fix your complaint and find a solution for you then we expect you to take it. The company will not offer refunds if you didn’t accept it or give us a chance to try.

ONCE A COMPLAINT HAS BEEN RESPONDED TO IT IS CLOSED AND WILL NOT BE REOPENED

We try to be fair in our dealings and if you raise a complaint it will be investigated and responded too (if this is done at departure or after- please allow 7 days for an email response). However sometimes we are not going to please everybody. Once it has been responded to it will be closed and not reopened. We are sorry if you do not like the answer but we will not be drawn into a lengthy battle. At this point we will agree to disagree and feel like we can fairly defend the hotel position if you would like to go to trading standards.

Check in time is: 3pm

Check out time is: 11am

However, you can book a early check in, in advance (for an additional fee). You can also add on a late check out (for an additional fee).

Also, if you have had a great stay and would like to extend your stay, please speak to the reception staff (subject to availability).

Absolutely and we recommend it! From your Welcome Email, it will have an online Check In link on it.

You will need to fill out your personal information as well as names of any other guests staying in your room, sign the terms and conditions, provide a photo of yourself or ID, Answer other questions about your stay, update card details if not already provided to us (sometimes we may only get a virtual card when booking through some of our partners, in this case we would need a valid card from yourself for security purposes).

Once you have filled in all the required information, it will either let you check in (if the room is ready) or it will say room not ready.

If your room is ready, you just need to collect your key from reception and pay for any outstanding things like room charges and parking e.t.c

LOST & FOUND POLICY:

The Jubilee Hotel assumes no liability for lost, misplaced, stolen, or damaged valuables or belongings. If you discover that you have left behind something of value to you, please contact us immediately at the Reception and we will try to assist you in locating your lost item.

FOUND ITEMS:

The Jubilee Hotel  is not responsible for any item left behind by a guest. However, any item, with the exception of perishable items, left behind by our guests and found after departure by Housekeeping will be collected, logged in, and kept in a secure location for collection by the owner for up to 3 months. Records of Lost & Found items are retained for 6 months. Reasonable effort will be made to notify the guest that an item has been found. Perishable items, underwear, and miscellaneous toiletries are discarded.

RETURN:

We would be happy to return your lost item(s) to you by post. You will be charged packaging and postage plus a £5 handling fee for our employee’s time. A separate receipt will be emailed to you. The Jubilee Hotel is not responsible for any item lost or misdirected during postage. So, we recommend choosing recorded postage.

UNCLAIMED ITEMS/NO CONTACT:

Lost & Found items are held for 3 months while we wait for the guest to establish contact. If we know who the guest is, we will send an email. After this deadline the unclaimed item (s) are thrown away, given to local organisations, or disposed of accordingly by the Jubilee Hotel.

Please contact reception immediately and we will arrange safe transport of your belongs back to you for a fee.

Please note, that there is a limited time on how long we keep and store unclaimed lost property so please do get in touch as soon as possible on: 01305 773435.

We promise to do our best to locate your missing item but we do not take responsibility for it.

Any card details taken are encrypted on secure server through our hotel management software. We follow all rules as per PCI Compliance and GDPR regulations.

All non-refundable bookings in advance require payment up front to secure the booking with a valid credit/debit card. If you have booked on a flexible rate plan, 25% deposit rate plan or on a same day arrival and would like to pay cash on arrival, then you need to check with our Reception Team on 01305 773435 so that they can hold the payment but we would still need a valid credit/debit card on file for security purposes.

Absolutely, at request we can provide you an invoice from your stay at check out or you can contact us for a previous booking and we will provide it to you via email. Please call the reception desk on 01305 773435 for more information.

Please call us on 01305 773435 and we will look in to this for you.

Yes we are very happy to store your luggage for free on Reception for up to 24 hours.

Enjoy delicious food in our smokehouse  restaurant. Our menu consists of a variety of options from Steaks, Burgers, Hot Dogs, Pastas, Ribs and so much more. For more information please visit the Three Chimneys Restaurant by clicking here

Entertainment is subject to availability but we do hire an Entertainment Manager and we try to have some form of Entertainment each night between 8.30-11pm. The weeks Entertainment Programme will be advertised on the Reception on the day

We rent the garden out by the hour exclusively to your booking. You can add the hot tub garden onto your booking by adding it to the basket when you book or if you have already booked in our self service portal which you have access to from the confirmation we send you.

We will be in contact with you to confirm your appointment time before we process the hot tub payment.