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“Worst decision of our lives.. proprietor failed us”

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The Headland Hotel & Spa - Newquay
Ranked #4 of 38 Hotels in Newquay
Certificate of Excellence
London, United Kingdom
1 review
common_n_hotel_reviews_1bd8 26 helpful votes
“Worst decision of our lives.. proprietor failed us”
Reviewed 7 October 2013

It is with disappointment and anger that I find myself writing this review. My Husband and I choose to stay at the Headland Hotel because we thought it was the Fairy Tale Hotel that we had always admired for afar since meeting in Newquay 15 years ago. The Hotel was also perfect for us because it would allow our Welsh Springer to come with us and she would also get to enjoy running on Fistral beach.
Our complaint with this hotel is not based on the room, the food, the spa or the location. It lies directly with the owners of this hotel that proudly advertise the hotel as being Family-owned and run for over 30 years, the hotel and cottages pride themselves on delivering outstanding service in a world class position on the Atlantic coastline. This is not the service we received when we found out that our keycard was stolen from the changing rooms in the pool/spa area and then the keycard was used to assess our room that had our irreplaceable dog Saffie in it. I must point out that this is the first hotel I have stayed in where no lockers are provided in the pool area changing rooms. As a result I and everyone else in the pool had no means on securing our room key.

Thankfully whoever broke into our room did not steal our dog but took our car key, other valuables, wallet and purse. Our car was stolen from the carpark along with a lot of things as we had only been at the hotel two hours and had not completely unpacked. That evening the police came to take a statement and discuss the incident with the hotel but the owners did not appear. The following day we spent the morning trying to sort transport back to Surrey, organize emergency money and emotionally dealing with the traumatic experience of the previous night. The owners still did not appear to say how sorry they were or to see if were ok or to check we were able to get home? However when we requested that we would like to see the owners Mr Armstrong appeared, within 15 minutes (we were told he is always walking around the hotel) So why had he not bothered to come to see us before? Was it because he does not care what happens at his hotel? Did he not think the incident was not serious enough? Did they feel the hotel was at fault because the spa reception was not manned and there were No lockers in the pool area?
After a few days at home we expected the hotel to have contacted us to see how we were and see if there was anything they could do to support us. Two weeks passed and the hotel had still had not bothered to e-mail or even bother to pick up a phone. We decided to seek professional advise and subsequently wrote a factual letter to the hotel and asked them to reply within 14 days and yes as you guessed they did not bother to reply. Finally after sending a reminder and a letter written from the BHA (British Hotel Association) and the local MP we received an e-mail from their insurance company asking why we thought the hotel was liable. We also finally got a response from Mrs Armstrong and she basically said she hoped the insurance company had been in contact and if not please let her know.
Most people reading this will probably think if they stay at the Headland Hotel this wont happen to them and I hope it doesn’t, but until the hotel address the security of the pool this cannot to guaranteed. Also be aware if something does go wrong during your stay the owners are unlikely to care or have any empathy for what happens.

Well in short this was not the Fairy Tale we had spent 15 years dreaming of. This whole experience has been and continues to be very stressful. It has left us feeling like we never want to stay in a hotel again especially one that is not part of a chain. The hotel has completely washed their hands of the whole incident and left it with the insurance company who as you would expect care even less than the owners (if thats possible).

  • Stayed July 2013, travelled as a couple
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Helpful?
26 Thank welshsaffie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Darryl R, General Manager at The Headland Hotel & Spa - Newquay, responded to this review, 25 October 2013
There are very few incidents of theft but sadly this event occurred in August. The bedrooms have strong boxes, use of the guest safe is available, there are lockers in the leisure area and the manned Spa reception desk is right beside the pool entrance.
The senior management staff on duty dealt with the incident and the proprietor saw the guests on departure. Before the police and insurance companies from both parties had time to investigate fully, the hotel was asked to pay in excess of £20k, with the threat of court action if this was not forthcoming. At the time of writing this response in late October, the hotel's insurance company is still waiting to hear further from the guests.
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English first
St Albans, United Kingdom
2 reviews
Reviewed 6 October 2013 via mobile

I like this place; the view, the room, the staff. It's a bit eccentric, not smooth and the staff are human - so it's not perfect but we'll be back next year. Food - breakfast is very good and whilst I note others have complaints, just ask the staff, it will be sorted. Evening meals reduced the review from five to four.
I guess you also have to remember that it's your holiday and time can be a bit more fluid if you relax.

Stayed July 2013, travelled with friends
Helpful?
Thank Lawrence W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Darryl R, General Manager at The Headland Hotel & Spa - Newquay, responded to this review, 11 October 2013
Thank you for your feedback. We are a family business and are perhaps more personable than many of the large corporate chains. Our guests enjoy the friendly, relaxed nature of the hotel and staff, which may be what you refer to as eccentric, and the hotel also holds 4* accreditation for its facilities and high standards in customer service. We hope to welcome you back again soon.
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Derby, United Kingdom
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 5 October 2013

As a family we have been having our holidays at The Headlands for the last 30 years. We have celebrated many birthdays, some great New Years, our Daughters Wedding, which was a stunning September day! We have just had another wonderful September week, where our Grandchildren joined us. The Armstrong Family and Staff always make us feel that it is home from home. Nothing is too much trouble. The location is fantastic. Our rooms are always lovely and clean. The restaurants have good food and great views. The new spa and gym are an added bonus to an already fantastic hotel. Looking forward to our next stay in March 2014. (My Birthday)!

Room Tip: We like the coastal rooms as much as the Fistral rooms. Fistral Suites are lovely if you are celebra...
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  • Stayed September 2013, travelled with family
    • Value
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Helpful?
1 Thank Sheila C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Darryl R, General Manager at The Headland Hotel & Spa - Newquay, responded to this review, 11 October 2013
I’m looking forward to seeing you and your family again at your ‘home from home’ in the spring. On behalf of Mr & Mrs Armstrong, thank you very much for posting your lovely comments.
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bristol
Level Contributor
49 reviews
36 hotel reviews
common_n_hotel_reviews_1bd8 51 helpful votes
Reviewed 4 October 2013

Stayed here for 2 nights for a weekend away surfing at fistral beach.
The hotel itself is very grand and you feel a bit special with the drive up to it, check in was quick and friendly.
The room, well could do with modernising, the bathroom was ok and the room itself was ok in decor and size,but the bed gave no support at all and the hotel maybe should test the beds mote often or upgrade to kings.
The new facilities are great and well worth a visit along with pitch n putt/outdoor pool etc
The breakfast is fantastic and anyway who says its not, really must be quite fussy!
Its a good hotel and pet friendly, but can be a little pricey so watch the deals and try and grab a bargain.

  • Stayed February 2013, travelled as a couple
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Helpful?
1 Thank brsgary
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Darryl R, General Manager at The Headland Hotel & Spa - Newquay, responded to this review, 11 October 2013
Thank you for your comments which are always most welcome as we feel it is important to act upon the feedback of our guests. I’m sorry you had cause for complaint regarding your bed and it is unfortunate that the issue was not raised at the time as our housekeeping team are able to accommodate most guests’ preferences in terms of mattress support, material and toppers. Throughout the hotel we offer Hypnos beds which turned regularly, inspected and upgraded as a matter of routine. Hypnos are a luxury brand, royally approved and used in the best luxury and boutique hotels in the world. We offer 5’ kingside and do have some rooms with 6’ beds as well as the zip and links which together also form a 6’ bed. I hope to welcome you back to the Headland and would be happy to personally discuss your specific requirements beforehand.
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1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 3 October 2013

Me and my wife truly loved our stay at this hotel! We would highly recommend anyone to stay here at this location beautiful views, beautiful facility's and above all... The staff are very professional and quite possibly the most devoted, kindest hotel team we have ever come across. So all in all this hotel very much deserves a 5 star rating!!! Loved every minute!! Never felt so rejuvenated. Just want to take this opportunity to thank the staff once again, oh and almost forgot the value for money!! £50 for a 3 course meal in a truly stunning restaurant with an amazing view and soothing music in the background unforgettable experience and that atmosphere is in every part of that hotel.
From a very satisfied husband and wife

  • Stayed September 2013
    • Value
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Helpful?
1 Thank Mrandmrsmoffatt
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Darryl R, General Manager at The Headland Hotel & Spa - Newquay, responded to this review, 11 October 2013
Your comments are much appreciated, especially in praise of our 5 * staff. I’m delighted you both enjoyed your stay with us – we look forward to welcoming you back for some more special time to chill out and unwind.
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Birmingham, United Kingdom
Level Contributor
9 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed 1 October 2013

We recently stayed at the Headland, which has a fantastic location above Fistral Beach; the hotel looks out over the sea facing due west; the sunsets can be stunning, which you can see from the restaurants; this is the third time we have stayed there and have always enjoyed the overall hotel atmosphere; all the rooms we have stayed in have been spacious with sea views; this time the overall hotel service was let down by a poorer service in the main dining room which was not something we have experienced before; reception and the other dining bar area - faultless; overall though we did enjoy our stay

Room Tip: Ask for the Fistral Beach view; this is the best
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  • Stayed September 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
Thank Paul W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Darryl R, General Manager at The Headland Hotel & Spa - Newquay, responded to this review, 4 October 2013
Many thanks for taking the time and trouble to post your comments. We in turn respond by looking where we can improve our service based upon the observations you have made. I’m sorry that on this occasion you felt service was below our normal standards but am pleased that overall you enjoyed your stay. I look forward to welcoming you back again very soon.
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Exeter, United Kingdom
Level Contributor
34 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed 29 September 2013

After visiting the Headland for the previous 12 years, i decided to return with my son for a mini break. We had a lovely time, the weather was superb and the hotel up to it's usual high standard and the wonderful addition of a first class Spa. Would love to return with my girlfiends for a treatment weekend!

Room Tip: the hotel has various gradings of rooms dependent on budget so check this out before you go, we stay...
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  • Stayed September 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Wendy M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Darryl R, General Manager at The Headland Hotel & Spa - Newquay, responded to this review, 4 October 2013
We look forward to welcoming you back for a Spa weekend and are delighted that you and your son enjoyed your recent mini break. It’s especially rewarding to welcome back regular guests and for them to see the ongoing investments made year on year and I’m so pleased you enjoyed the Spa.
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Additional Information about The Headland Hotel & Spa - Newquay

Property: The Headland Hotel & Spa - Newquay
Address: Fistral Beach, Newquay TR7 1EW, England
Phone Number:
Region: United Kingdom > England > Cornwall > Newquay
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Business Hotel in Newquay
#2 Romantic Hotel in Newquay
#2 Luxury Hotel in Newquay
#3 Family Hotel in Newquay
#4 On the Beach Hotel in Newquay
#4 Spa Hotel in Newquay
Price Range (Based on Average Rates): ££
Hotel Class:4 star — The Headland Hotel & Spa - Newquay 4*
Number of rooms: 96
Official Description (provided by the hotel):
Newquay's original 4* hotel and 5* cottages, surrounded on three sides by the sea. With stunning views of Fistral Beach, the Atlantic Ocean and Newquay Bay, this is your perfect beachside escape. Families, surfers, businessmen, couples - everyone is made to feel at home. Don't forget you can also bring your dog! Our stunning Leisure Area is complimentary for Hotel and Cottage guests to use. Facilities include a heated spa pool with bubble seats and a jet stream, hot tub, aromatherapy showers, Swedish sauna and Cornish salt steam room.The Headland Spa, Cornwall's first five bubble rated Spa, includes a host of exciting features including a robed dining area and relaxation lounge, a nail salon for manicures and pedicures, a Rhassoul mud chamber, St. Tropez tanning room, a hydrotherapy bath and a suite of luxury treatment rooms including a VIP suite for exclusive use. ... more   less 
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Also Known As:
Headland Hotel Newquay
The Headland Hotel & Spa - Newquay Cornwall

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