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).
- 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