Carbis Bay and Spa Hotel

The room is different than you describe online. Services are really poor, staff attitudes were so bad for any hospitality standards. I rarely gave negative comments towards hotel booking, but I am really unhappy this time.

We were given room 118, a junior suite in the main building, which is apparently the largest and most luxurious of rooms available there. The website says of the junior suites "They are sanctuaries in which you will most likely be tempted to loll for long, languorous hours.". That wasn't the case for us. The noise from 7am - 10:30pm was on-going as the room overlooked an open-air service area where the staff were regularly emptying trash and slamming doors and wheelie bin lids. One evening a staff member down there went on a swearing rant to his colleague, and early one morning another was loudly dragging metal trollies to and thro at comical decibel levels for half an hour (ive attached a photo of this, showing the guy in a high-vis, pushing a trolly past the wheelie-bin). I showed a video demonstrating how loud and awful this was on reception when checking-out and was told I should've just asked to switch rooms. Well, that would've helped us, but that's not really a solution is it? So some other sap is going to get this room instead? In hindsight I would've asked to change, but at the time it felt like an ordeal as we'd unpacked and I didnt think things would get worse as the days went on (lesson learned). The noise wasn't helped much by keeping the windows shut, which we couldn't really do as the room was soo hot. Even at 13 degrees outside we had to keep the windows open so it would've been unbearable above 20 degrees (no aircon, just a fan). The room was also quite tatty, with a large footprints-sized hole in the carpet and stains just outside the bathroom. Woodwork and plaster was flaking in parts. An absolute joke of a room in a hotel that claims to be 5 stars. The staff seemed nice for the most part, though we had to chase them up for things on several occaisions and were practically ignored on the first day of breakfast despite there being as many staff walking around as guests seated. When I complained on checkout about the room, a senior member of staff (introduced herself as Emma) said she'd email me seeing if she could help make up for the troubles we had (discounts on further stays or something), but over a week later i've got nothing. So it's not just the junior staff in need of training. Our stay wasn't totally ruined as the location was great for exploring the south of Cornwall, and was close by to some great restaurants other than the expensive hotel ones on offer (we decided not to chance them after the breakfasts were so mediocre). The spa area was the main highlight for us, which overlooked the beach, and was a great way to rest after a day of walking around. I don't think we'd return though and wouldn't recommend the place unless you really want to use the spa.

Excellent family stay in July 2024. Pros Exceptional customer service at concierge (Tyler) and hospitality/reception (Jamie-Lee) Spacious clean apartment which was perfect (maple 4) Beachfront location with live music in an idyllic setting Topped up fridge daily with water and milk No tray charge for room service and meals were of 5 star standard Freshly cooked breakfast to order, option for a hamper delivered to your room if you prefer slow start. Beautiful spa and treatments Even better if… More variety of products in room delivered breakfast Hamper to accommodate family (no cereals or toast etc) Room wasn’t hoovered on one day and some generic cleaning sprays to keep on top of kitchen would have been helpful.