The Old Custom House
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The Old Custom House

Traveller (617)
Room & Suite (162)
Dining (47)

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About

4.0
#1 of 5 inns in Padstow
4.8 of 5 bubbles
Location
4.3 of 5 bubbles
Cleanliness
4.2 of 5 bubbles
Service
3.9 of 5 bubbles
Value
Nestling within sight of the open sea at the mouth of the tranquil Camel Estuary, Padstow, in Cornwall, has always been a thriving fishing port and commercial centre for north Cornwall. At the heart of the town and overlooking the medieval harbour is the Old Custom House, now a stylish and intimate place to stay. Standing on the quayside, the Old Custom House is still one of the finest buildings in the town. Today it is famous for its fine food, award winning ales, elegant, intimate accommodation and for its luxurious Beauty Studio.
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Property amenities
Paid public parking nearby
Free High Speed Internet (WiFi)
Free breakfast
Boating
Canoeing offsite
Salon
Baggage storage
Non-smoking hotel
Wifi
Bar / lounge
Restaurant
Breakfast available
Breakfast buffet
Complimentary Instant Coffee
Complimentary tea
Kids' meals
Outdoor dining area
Special diet menus
Fishing
First aid kit
Express check-in / check-out
Room features
Coffee / tea maker
Flatscreen TV
Complimentary toiletries
Hair dryer
Room types
Ocean view
Non-smoking rooms
Good to know
HOTEL CLASS
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
4.0 of 5 stars
HOTEL STYLE
Centrally Located
Historic Hotel
Languages Spoken
English

Location

South Quay, Padstow PL28 8BL England
Getting there
Great for walkers
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travellers to find restaurants and things to do within walking distance.
Grade: 99 out of 100
99
St Mawgan Airport
Lands End Airport
48.9 mi
See all flights
1,311Review10Q+A100Room tips

Reviews
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Detailed Reviews
Corrie Spence wrote a review Aug 2020
United Kingdom306 contributions265 helpful votes
4.0 of 5 bubbles
We stayed at the old custom house for 5 nights, the location is incredible at the front of the harbour. There is no parking but we actually parked the car in the link car park which was 5 minutes away and was a nice little walk on a morning and we didn’t get stuck in Padstow centre parking opposite the hotel. We paid by the app and cost us £32 for 6 days parking which I don’t think is bad at all.

All staff were friendly, rooms were clean and big enough for all of our things, everytime we asked for something the staff were speedy to respond even when we phoned at 6am for milk they even dropped off biscuits.

Due to COVID19 they can’t clean the rooms, this was fine though and didn’t cause us any bother.

All 5 nights we had a perfect nights sleep, some nights were warm as it’s summer but they left us a fan in the room which was fine.

The breakfast was lovely and the server (male) was incredible he deserves a raise we saw him there every day and never forgot one thing. Only recommendation I have is to have more choice for breakfast they only have around 5/6 choices however they are open to adapting choices to suit you just would be nice to have more options when staying for a longer vacation .
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Date of stay: August 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Candace Jury, Sonstige at The Old Custom House
Responded 9 Nov 2020
Hi Corriem920 many thanks for your review, it’s greatly appreciated. We work hard to maintain a high level of food and service and strive to make sure our guests are looked after and leave happy. Look forward to seeing you at Old Custom House, Padstow again soon. Best wishes, The Team at Old Custom House, Padstow.
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Marcus wrote a review Aug 2020
Surrey, United Kingdom60 contributions26 helpful votes
3.0 of 5 bubbles
Overall a pleasant stay saved by the intervention of a manager
Meeting & Greeting after a long road trip was shocking. So much do we tried frantically to find another place to stay !
We had our beloved furry 4-legged family with us. Two dogs we’d pre-booked through central bookings number! It seems The Custom House no longer wanted dogs to stay and the meet & greet lady told us in an extremely unprofessional way as soon as we arrived. Even saying that ‘on this occasion they’d honour the booking’. And how they’d ‘tried to contact me ‘to inform me of this change of policy ! And, that this wasn’t THEIR fault !
I’d had two confirmation emails from them in the last 7 days ( no word of a change of dog policy). The booking was made 7 weeks before - plenty of time to let us know ! The Custom House has reopened 3 weeks before we’d arrived ! Then we were told NOT to leave the dogs in the room and to have our breakfast in shifts !
I think the Meet & Greet received on the 27/7/20 was enough to warrant this review
However, the manager decided to intervene a few hours later and apologised on behalf of this member of staff
Location of the hotel is excellent Right in the centre of Padstow
Quality of our room wasn’t worth the money although we had a nice view of the Harbour!
People are allowed to sit outside the hotel reception entrance to have a beer etc. But if thry smoke the smoke finds its way into our room We’re none smokers so we found this quite disgusting
Cleanliness of room average. We found a sweet paper behind the bedside table
We always bring our own ‘disinfectant wipes’ & spray anyway so we used both throughout our stay as the
Room was NOT SERVICED !
We of course always bring blanket throws and dog towels!
Friendliness of staff was overall good
Breakfast was good and a nice variety of options
Our room (number 3) had ‘extra’ air conditioning installed as the window was cracked and broken.
The pillows given were terrible and hardly worth using! Floppy flimsy.
It was an average stay, but as I said really great location and after the initial terrible ( unwanted) welcome we settled in fir a much deserved mini break without family furry friends
Pictures posted of the view and our added extra air con. Broken window pains
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Date of stay: August 2020Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Candace Jury, Sonstige at The Old Custom House
Responded 9 Nov 2020
P9906, it is disappointing for us to hear that your experience was anything less than great. Best wishes, The Team at Old Custom House, Padstow.
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DonnaandGraham wrote a review Aug 2020
Hertfordshire, United Kingdom11 contributions6 helpful votes
4.0 of 5 bubbles
My partner stayed here for a week, having cancelled a holiday to Portugal earlier on. She'd never been and it was years since I'd been to Padstow, so it fitted our needs perfectly.

Obviously, things were different due to the restrictions in place; check-in was through a small plastic covered window at the desk. There was no one to assist in carrying bags etc up to the room - please bear this in mind if you or your partner has any issues, our room was up two flights of stairs and along corridors, so we got our exercise just going to and from our room!

The room itself was a decent size one, overlooking the harbour, no.12. As others have mentioned, buskers did play outside every night but we didn't mind as we're both into music and felt it added to the atmosphere of the place.
There were a few issues with the room; firstly, the windows had been painted shut (sash type) it took me a lot of effort to open two of the three, but the third wouldn't budge. There was a Dyson Wave in there, so that did help when we first arrived. In the bathroom, the loo roll holder was very loose on the wall, and there was no shower point. I reported both issues and one of the ladies on reception kindly lent me an adaptor. As this is a for star hotel, I'd have expected a better level of 'fit and finish'.
Breakfast was served in the Oyster Bar restaurant next door. Again, I accept co-vid had restricted things, but the quality of produce and accuracy with service was definitely lacking. We had to keep asking for individual items that hadn't appeared with the order, such as marmalade and sauces etc, despite asking when ordering. I accept that they were running it on a minimum of staff, but it did let down the impression given. Food wise, we personally thought the sausages were very bland and not what we'd have expected.

Wouls we stay again? Yes we would, because overall The Custom House is a perfect base in Padstow and we only had to use our car a couple of times, to drive to Penzance and to Prawn on the Farm for a meal. I'd recommend buying your parking in the Harbour car park just outside the hotel on a weekly basis; it was £45 for the week and is cheaper out of season.

I'd like to think that by next year, the staff here will be completely on top of any restrictions and the quality of service will be back up to four star levels.
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Date of stay: August 2020
5.0 of 5 bubblesLocation
4.0 of 5 bubblesCleanliness
3.0 of 5 bubblesService
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Candace Jury, Sonstige at The Old Custom House
Responded 9 Nov 2020
Hi Donnaandgraham many thanks for your review, it’s greatly appreciated. We work hard to maintain a high level of food and service and strive to make sure our guests are looked after and leave happy. Look forward to seeing you at Old Custom House, Padstow again soon. Best wishes, The Team at Old Custom House, Padstow.
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Ian F wrote a review Oct 2020
Coventry, United Kingdom17 contributions32 helpful votes
2.0 of 5 bubbles
Paid nearly a grand for 2 rooms over a few days. Paying for; the view of the harbour (amazing), being in a village with fashionable restaurants. You are also paying for, BUT not getting; acceptable customer service - we were told by the quite frankly 'blaze' receptionist that our rooms wouldn't be serviced at all. On our 2nd day one of the service staff said that this was incorrect and we just had to ask. We did, and on return later in the day, all that had been done was tea and coffee replenished, towels re-folded, bits still on the carpet, tables, and the bathroom hadn't been touched - We have stayed in hotels throughout Covid and know that rooms can be basically serviced with precautions.
I went to reception to ask for an item, and was told that the receptionist would help me 'once she finished her dinner', which she was quite happily eating at the reception desk! LOL.
The restaurant at breakfast was always full, staff brilliant, however there was limited staff to service properly, apparently because of Covid, but still the same amount of people to look after, so we waited and waited. A very basic breakfast – No fruit and cheap yogurts in cartons? We were told that someone would go to the shop to get a banana if we wanted?! Again, this was blamed on Covid.
Stop using Covid to excuse you from the service you should be giving for the price, and do something about reception. And sort some form of parking deal out for your guests! Extortionate!
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Date of stay: October 2020
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Candace Jury, Sonstige at The Old Custom House
Responded 9 Nov 2020
Ian F, we work hard to provide a fantastic experience to everyone. It's discouraging to see that you had a negative experience. We would like the opportunity to address your concerns. Please reach out to us directly at 01841 532359 when you have a chance. Thank you, and we look forward to hearing from you.
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Screamingsilver wrote a review Feb 2020
Exeter, United Kingdom80 contributions56 helpful votes
3.0 of 5 bubbles
We visited and stayed on the 14th of February 2020.

The receptionist/check in lady was lovely. Our room was of a good size and it was clean and tidy. Our view from the room was a of AC units (we understand that it is an old building and the hotel was nice and quiet. However we felt that the whole hotel was lacking something. A few of the corridors appeared to be in the middle of being repainted. The breakfast was good and the bread they used for the toast was amazing.

Why I think this is a good 3 star and not a 4 is as follows.

Where we had breakfast the whole restaurant looked tired and had Mark's and stains on the wall. The breakfast staff seemed a bit grumpy. I was never asked how I liked my bacon and my partner was never asked how she wanted her eggs.

The facilities in the room was basic.

I have stayed in a 4 star in Hampshire and the difference between the 2 are worlds apart.

The Hampshire one is a lot cheaper, the shower gels/soaps you have in the room are Devine. When you enter the room you have a small welcome basket which has a local cider in it as well as peanuts and pork scratchings. You also have a mini fridge with 1/2 a pint of milk and a cafeteria. They also ask you how you like you eggs/bacon etc.

I was also surprised that the old custom house doesn't have a deal with the car park over the road where you could park for free considering the room cost us £160.
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Date of stay: February 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from OCH Managment Team, General Manager at The Old Custom House
Responded 23 Feb 2020
Thank you for your review, which is always appreciated and listened to. Throughout January and February we have been refurnishing many rooms, bathrooms and repainting corridors. We are committed to investing in our business and maintaining the high standards our guests expect, we undertake this work annually in the quieter months. I am glad you enjoyed your breakfast though apologise that the service you received did not meet our usual standards. We will be speaking with our teams to ensure they know the standards expected of them, and greet every guests in a warm and welcoming fashion. Unfortunately the harbour car park no longer accepts any deals from our business, but it remains a convenient choice for our guests. We thank you for your feedback, and hope you consider us for future stays in the area!
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Rock2703 wrote a review Oct 2021
Hampshire, United Kingdom9 contributions10 helpful votes
3.0 of 5 bubbles
We arrived for a 2 night stay this week and was greeted at reception by being told that the room hadn't been paid for. I was surprised ar this as card details were provided at the time of booking.

Upon querying this I was read out four numbers of a card that wasn't mine. I stated this was not my card and I had no idea why it was under my name to which the receptionist replied "that's probably why it didn't work". I was concerned about this as this should not be happening but it just seemed to be brushed off.

The room had a lovely view but upon opening the door there was a very distinct smell of damp. Once you are in the room you don't notice it but everytime you return you get an overwhelming smell upon opening the door.

The room was tired. It is an old building and that needs to be taken into account but the cleaning could be better. Another point on the cleaning is that I returned whilst the cleaner was in our bathroom and was not happy to note that she thought it appropriate to place her tray of cleaning products on top of my hoodie which was on one of the chairs!!! Why on earth would you not take it into the bathroom with you instead of leaving it on someone's clothing and potentially risk damaging it.

We had some problems getting into the restaurant and upon trying to book (it was empty), was told that there was no space, even though the waitress had told us to go and ask if we could be booked in.

Those are the niggles, the hotel is in a prime location and the majority of the staff are very friendly/helpful. Particulary the staff at breakfast. There is no parking at the hotel but the car park is literally across the road and very reasonably priced.

We would return to Padstow and this hotel is perfect if you are just planning a couple of days and want somewhere in a good location but if you are looking for anything with a bit of luxury, I would probably look elsewhere as it is tired and could do with a freshen up.
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Date of stay: October 2021
3.0 of 5 bubblesValue
3.0 of 5 bubblesRooms
3.0 of 5 bubblesService
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Candace Jury, Other at The Old Custom House
Responded 17 Nov 2021
Hi Rock2703, thank you for your feedback regarding your recent visit to Old Custom House accommodation, Padstow. We strive to ensure our guests have the best experience possible when visiting us, and we’re disappointed not to have met your expectations. We have taken your feedback onboard and endeavour to guarantee that when you hopefully visit us again, we deliver the best experience possible.
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Debbie S wrote a review Oct 2020
Sandwich, United Kingdom1,102 contribution295 helpful votes
+1
5.0 of 5 bubbles
Day 2 of my birthday road trip. Padstow is a beautiful town but the parking is difficult to say the least! We stayed two nights here but left the car in the car park as to move it would’ve meant losing that parking space! The pub was absolutely perfect! We had room 14, right at the top of the building (steep stairs) and it was decorated beautifully and felt quite spacious. The room was spotless as was the modern bathroom (the shower pressure wasn’t great but we were in an old building and on the top floor). The view from our window was fabulous and during a light rain shower we took crab sandwiches from Jo-Jo’s in the village up to our room and had lunch looking out at the view. All the staff, in reception and the restaurant/pub, were lovely. Sally in particular at Reception was very helpful and, with some help from colleagues, printed us out a map of Padstow as the Tourist Information across the road was closed. We had a fantastic stay here - the breakfast was excellent. It’s really perfect for Padstow within walking distance (2 minutes) of Rick Stein’s Seafood Restaurant and everything else Padstow has to offer! Would definitely stay here again.
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Date of stay: September 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Candace Jury, Sonstige at The Old Custom House
Responded 8 Oct 2020
17debbies, reviews like this give us motivation and help us ensure we provide high-quality care. Best wishes, The Team at Old Custom House, Padstow.
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CYY wrote a review Jun 2021
United Kingdom177 contributions56 helpful votes
4.0 of 5 bubbles
My boyfriend and I booked a night stay at the old custom house prior to our booking at the harbour hotel and we were pleasantly surprised. We were under the impression that it would be a tiny room in a hotel above a noisy pub and we would just have to endure it for 1 night. On arrival, the reception lady was friendly and directed us to park at the pay & display opposite even though the sign at the front of the car park said it was full. Turns out in the absence of car park warden, the sign has not been changed since COVID and it is inaccurate. Our bedroom on the first floor was well decorated, clean and a decent size. The view of harbour was also lovely and you can really feel the hustle and bustle of padstow through the big window.
The bed was big and comfortable, we managed to get a good night of rest. You do have to close the windows to reduce the noise, which means the room did get a bit stuffy at times. Another minor thing to note is that there are no lifts, so you do have drag your luggage up the narrow stairscase.
The highlight of the stay was the location; old custom house is right in the centre of padstow on the harbour front. We could pop in and out of the room to change clothes and every restaurant in town is just a stones throw away.
The breakfast was also very good, they offer good quality full English breakfast and the salmon & scrambled eggs I had was plentiful.
I would recommend to family and friends.
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Date of stay: May 2021Trip type: Travelled as a couple
Room Tip: Don’t pay attention to the car park availability sign in the pay & display car park opposite the...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Candace Jury, Other at The Old Custom House
Responded 29 Jul 2021
Thank you for leaving Old Custom House accommodation, Padstow a review! We hope you had a great visit and look forward to welcoming you back soon.
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Linda B wrote a review Sept 2020
Birmingham, United Kingdom305 contributions148 helpful votes
5.0 of 5 bubbles
Rate this place not only very clean and Covid ready, the staff and food were excellent. I’ll be honest we walked into Padstow from our site and we’re going to take the dog on the beach and have rick steins fish and chips, however it was so crowded we didn’t feel comfortable as people didn’t seem to care about social distances. We were by the Custom House and saw a diner eating fish and chips that looked delicious so bagged a table and I went to order. Greeted at the entry by very nice waiter who asked if we would prefer to eat inside as the seagulls could be a pain, explained we had a dog and he said no problem the dog welcome. Tables spaced very well and cleaned, both ordered the fish and chips with trimmings, came very quickly, served on warmed plates and I have to say really well cooked and lovely chunky cod. Staff attentive, highly recommend this place. Hope they make it through Covid thanks guys a lovely meal.
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Date of stay: September 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Candace Jury, Sonstige at The Old Custom House
Responded 8 Oct 2020
Lindab170, thank you for your review of Old Custom House, Padstow. All feedback is greatly appreciated, and we love to hear that guests have enjoyed their visit. We’re looking forward to welcoming you back soon. Best wishes, The Team at Old Custom House, Padstow.
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Stargazey wrote a review Jul 2021
6 contributions
1.0 of 5 bubbles
Really disappointing stay at The Custom House in Padstow. Double room was £150 per night, up 7 flights of stairs, it was small and full of cobwebs. The room adjoining decided to have a shower at 11.30 pm which turned on the electric shower pump which was located in our bedroom wardrobe. The noise was horrendous and went on for well over 45 minutes. We called reception, but there was no reply. We went down to reception, but there was no one there. The number they give you to call at night and in emergencies was not answered, so keep your fingers crossed that you never need to use it! Surely this is poor customer service and safety? Really disappointed.
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Date of stay: July 2021Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Candace Jury, Other at The Old Custom House
Responded 29 Jul 2021
Hi W9162qbjuliab, thank you for your feedback regarding your recent visit to Old Custom House accommodation, Padstow. We strive to ensure our guests have the best experience possible when visiting us, and we’re disappointed not to have met your expectations. We have taken your feedback onboard and endeavour to guarantee that when you hopefully visit us again, we deliver the best experience possible.
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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PRICE RANGE
£127 - £172 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
old custom house hotel padstow, old custom house padstow
LOCATION
United KingdomEnglandCornwallPadstow
NUMBER OF ROOMS
22
Prices are provided by our partners, and reflect nightly room rates, including all taxes and fees known to our partners. Please see our partners for more details.
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THE OLD CUSTOM HOUSE - Updated 2024 Reviews, Photos & Prices

Frequently Asked Questions about The Old Custom House
Which popular attractions are close to The Old Custom House?
Nearby attractions include Padstow and Stepper Point Walk (0.3 miles), Padstow Harbour (0.04 miles), and National Lobster Hatchery (0.01 miles).
What are some of the property amenities at The Old Custom House?
Some of the more popular amenities offered include free wifi, free breakfast, and an on-site restaurant.
What food & drink options are available at The Old Custom House?
Guests can enjoy free breakfast, an on-site restaurant, and a lounge during their stay.
Is parking available at The Old Custom House?
Yes, paid public parking nearby is available to guests.
What are some restaurants close to The Old Custom House?
Conveniently located restaurants include Paul Ainsworth at No. 6, Ben's Crib Box Cafe, and BinTwo.
Is The Old Custom House located near the city centre?
Yes, it is 0.3 miles away from the centre of Padstow.
Are there any historical sites close to The Old Custom House?
Many travellers enjoy visiting St Eval Church (4.8 miles) and Pawton Quoite (4.7 miles).
Does The Old Custom House have any great views?
Yes, guests often enjoy the harbour view available here.
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