What's happening at The Dolphin Hotel?

The Dolphin Hotel is a bit of a puzzle at present. In fact, has been for a while. Bought in February 2017 by newly-formed Cambridge Hotels, Ravi Gupta, Director and General Manager, promised major renovations, room upgrades and changes to the menu. Cuisine similar to TGI Friday's and Nando's were to be introduced, a sports bar too.

Ten months on and the changes have been somewhat underwhelming. Most significant and welcome was an early swap of patio furniture. The introduction of a barbecue was good. Unfortunately, when it operated was anyone's guess. Other changes have been ad hoc and, in some cases, amateurish.

Repairs to the patio wall were a home DIY job. Legs on the new gazebo remain off the perpendicular. Children's toys turned the lounge into a play area. The original web site, the one that comes out top on Google, hasn't been updated since the new owners took over.

The biggest disasters are in staffing and the restaurant, with some poor ratings on Trip Advisor. St Ives Matters is aware of serious understaffing for a pre-booked lunchtime function for 80 in the Meadow Suite which took five hours to complete. One fears for wedding bookings, upon which the hotel depends for its existence. Complaints via the email address, even booking requests, have gone unanswered. This at a time when competition for diners in the town is at a peak, particularly with the opening of Wetherspoons' Swan & Angel.

The whole affair seems to have been managed more like a family bed and breakfast rather than a formal hotel. Relations or friends of Mr Gupta appeared to double up as staff, identified by their more casual attire rather than the standard white top and black trousers or skirt for employees.

Things clearly couldn't continue. The hotel is now stating it's part of the Best Western group and staff are undergoing a 'vigorous' training programme. The puzzling thing is this. The holding company, Cambridge Hotels, was in partnership with US based Aston Management Company, who already own several Best Western hotels as well as Holiday Inns and others in the USA. 'Best Western' is merely a marketing name, somewhat like Virgin. The change appears to be more of a rebranding exercise.

The Dolphin, with its idyllic location beside the Great Ouse and St Ives bridge, is too valuable an asset for the town to fail. One can only hope things improve soon.

What's been your experience?

UPDATE JANUARY 2018 : 'Major' refurbishment of lounge and surrounding areas scheduled for mid January 2018. Actually happened some time later, resulting in a few new tables and chairs and a lick of paint. All very uncoordinated.

UPDATE JUNE 2018 : News of many complaining regular customers simply being banned by the arrogant management.

UPDATE JULY 2018 : Food Standards Agency Inspector called in following a complaint about signs of a cockroach infestation spotted in the kitchen and associated areas. Was this a member of staff whistleblowing after no attention from the management? Scores on the Doors rating reduced to 1 out of 5, the lowest possible without being shut down. What he found was cockroach infestations in the kitchen, restaurant, function room and various other areas. No evidence of any food safety system or cleaning procedure in place. Food debris left lying around. No allergen advice for customers. To read the Inspector's report, click here.

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