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“Lacks any sign of hands on management or organisation!”

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Polurrian Bay Hotel
Ranked #2 of 2 Hotels in Mullion
Certificate of Excellence
Devon
Level Contributor
91 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 69 helpful votes
“Lacks any sign of hands on management or organisation!”
Reviewed 29 December 2011

I have been visiting this hotel at least once a year for the last 24 years. I came many times with my three children as they grew up. In recent years I have seen it change hands several times. My last review was March 2009.My wife and I came for Christmas last year with her sister and her husband and my father in law. On that occasion the service and management were impeccable and as a result of that experience we all booked again for Christmas this year, not realising the Hotel was to change hands again!
They have done a fantastic job on the refurbishment. The bedrooms are lovely but lack storage or even a coat hook! Tea and coffee making facilities were made available when we asked for them.The duvet was too hot but on request was changed.Lovely big fluffy white towels. I'm not sure how the decoration will stand up to children and dogs though, very light carpets, white duvet covers etc. It used to be a rule that dogs could not be left unattended in rooms, this has obviously been relaxed as we were disturbed by barking dogs on several occasions. Rooms over the dining room are best avoided, as having removed the carpet to expose the parquet floor, a lot of noise is created as staff move furniture around until the early hours.
Removal of the Bar is obviously very controversial! Very little extra room has been created in the lounge.Speaking to other guests many now leave the hotel in the evening and visit the local pubs, to get some atmosphere and service.During our stay the hotel was apparently understaffed, being full to capacity. Apparently requests for temporary staff had been turned down. Not even a second (agency) Chef, on the basis of cost.We were at the hotel for 3 nights and after our evening meal we sat in the lounge and were ignored on each occasion for over an hour, the staff were all working flat out in the restaurant. Yes we could have sought out staff and put in a request for drinks but why should we? This idea of a dispensing bar does not work.
On our first evening, Christmas eve, during the carol singing concert by a local choir, a man in casual clothes interrupted the proceedings to welcome us to the hotel. He did not introduce himself. We thought he was a guest but it transpired he was the General Manager, Peter Holgate. We saw him twice more during our stay, once walking his dog on the cliff path and later eating his Christmas lunch.He made no effort to mingle with guests or any attempt at hands on management. Surely at what was a very busy and prestigious time he should have been around to at least monitor what was going on.
The staff were run ragged.Efficient management and supervision would have prevented many problems. These came to a head during Christmas lunch when after sitting for an hour after our first course it became apparent that the rest of our order had been forgotten! We were treated to a bottle of champagne by Lewis the Food and Beverage manager. When I said to him that this really didn't make up for our lunch being spoiled he said 'what more did we want' somewhat aggressively. I asked to speak to the General Manager, as did my father in law at reception. We were told he was not around although half an hour later he came and had his lunch at the next table.He did not respond to our request to speak to him. We put in subsequent requests via reception and were even told on our last evening that staff were sure he would speak to us before we left the next day. He never did.
The Christmas lunch was very poor, overcooked vegetables and no garnish. Overall the food was very good but we have known a lot better at the Polurrian.
Staff tell us the hotel is being marketed as a luxury family hotel.We are very happy to stay in a hotel where children are welcome and are happy for them to be seen and heard. However as adults without children with us we felt excluded and ignored.
Two members of staff excelled. Sam in the Restaurant and Richard who made an attempt to be everywhere.Freya wasn't around on Christmas Day but her input on Boxing Day was appreciated.
I'm sure to return to the Polurrian but will monitor comments and replies with interest.It is a wonderful place and has been a big part of my life.

Room Tip: Second floor or middle rooms on first floor are my choice, spacious, good views and quiet
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  • Stayed December 2011, travelled with family
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Helpful?
3 Thank Martinthecritic
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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English first
St Albans, United Kingdom
Level Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 27 December 2011

We stayed at the hotel for Christmas, arriving on 23 and left this morning (27). What can we say?? We have had a fantastic time. It is a lovely hotel with a great team of friendly and fun staff, nothing was too much trouble. Food was amazing, diet starts tomorrow!!! Both our children had a great time in the den, it was brilliant. We also met some lovely people and had a great time with the programme of events that the hotel put on... Loved the wine tasting!!! Also the hotel is in a fantastic location. You will not be disappointed if u stay at this hotel..

  • Stayed December 2011
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Helpful?
Thank Kathy186306
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
hove
Level Contributor
12 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 13 December 2011

We had the most blissful stay here at the dog end of October - were both feeling stressed out , overworked, didn't get a summer break and needed somewhere that suited both us and our 4 year old daughter. This place was perfect. Nothing was too much trouble for the super-friendly and helpful staff - everyone we met was genuinely lovely - laid back and friendly. Food was delicious, the in-house creche (run by the gorgeous Ro) was absolutely superb and gave us several hours free time for ourselves whilst our daughter had a wonderful time.Room extremely comfortable, service amazing, views breathtaking, surrounding area full of beautiful places to visit - we even had a dip in the sea in the cove just beneath the hotel gardens. Indoor and outdoor pools - great spa - tennis courts - children's playground.

This is the perfect family destination - am almost reluctant to say this as the place may well be inundated in future and we won't be able to book !

Room Tip: Go for a seaview if you can get it.
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  • Stayed October 2011, travelled with family
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Helpful?
Thank jmehove
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
london
Level Contributor
17 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed 2 December 2011

We spent 4 nights (using the generous 4 for the price of 3 nights deal) Stayed in an immaculate double room with an inter-connecting room for the baby. Had lots of baby-friendly things in the room, provided by the creche free of charge, which saved us bringing some of our own kit.

Meals delicious and a good choice on the menu. Breakfasts, filling and freshly cooked. Excellent high tea offered for children under 8 in the creche, which we used every day with our baby.

The hotel has been recently renovated and changed its image from a hotel catering for general punters, to a very family friendly environment. There were plenty of play areas for babies and children as well as some lovely, quiet areas for adults. A very good balance.

Room Tip: Sea views are worth the extra money Ask for baby equipment prior to arriving to reduce the amount y...
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  • Stayed November 2011, travelled with family
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Helpful?
1 Thank jon1234
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Level Contributor
15 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 19 November 2011

We hadn't booked accommodation when we followed the numerous road signs to this hotel. We had no idea what to expect when we pulled in to the grand driveway but were totally blown away by the magnificent location of this hotel we felt compelled to enquire within.

Walking through the grand double doors we caught our first glimpse of the gorgeously decorated and furnished lounge, and beyond that, the view!

We enquired at reception and were offered a great room rate (off season special), and shown a couple of rooms before booking. We stayed in a superior sea view room (112). The view from this room is spectacular! The window seats and lounge chairs allow you to soak up the view in comfort, and the superking bed was like sleeping on a cloud.

The facilities are great. The indoor pool and spa, the games rooms with it's games consoles and pool table, and the snug (smaller lounge with board games and books). The main lounge is great. The staff are very attentive, each time we sat in the lounge we were offered service (there is no bar area to order but this is a pleasant alternative).

The restaurant serves excellent food, sourced locally. We tried scallops with cauliflower puree, fish soup, mackerel, duck-all of which were excellent. The breakfasts were lovely and cream tea was a treat!

There is extensive work planned next year (jan-may I believe) in the lounge area. We'll definately be going back to see the work completed, and to see the absolutely charming team of staff again.

  • Stayed November 2011
    • Value
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Helpful?
Thank sami_chick
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
somerset
Level Contributor
13 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed 8 November 2011

stayed at pollurrian 4 nights october.very nice hotel just refurbished.lovely room overlooking bay, breakfasts good plentifuland delicious .small niggles--no tea tray in room but provided when asked for ;how does a six quid bottle of cotes du rhone end up costing twenty eight quid in the restaurant

Room Tip: always book a sea view it's a gorgeous vista
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  • Stayed October 2011, travelled as a couple
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Helpful?
1 Thank sreddus
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
London, England
Level Contributor
331 reviews
120 hotel reviews
common_n_hotel_reviews_1bd8 142 helpful votes
Reviewed 27 October 2011

We spent three days at the Polurrian mainly to attend an anniversary event, part of which was also held there. The location is unparalleled - green lawns leading down (steeply) to crashing waves on the nearby cove with views of the Lizard in the distance. We had a seaview room - definitely worth the additional money - so we enjoyed the views there, in the lounge and in the dining room. We also chose a recently refurbished room - good pick - done in cool colours and with a great bathroom (also with a seaview) and Elementis smellies in abundance. We were particularly delighted with the level of service from the outset in a friendly reception and from the bar and waiter staff. Our friends held their anniversary lunch there and it was arranged smoothly with a wise range of food. Food generally was of a high quality for breakfast and for dinner. The ground floor is still undergoing extensive renovation but the works didn't disturb us. It would be a fantastic venue for families with small children as there is a separate Den with masses of toys, and activities are planned on a daily basis + films for kids.

Room Tip: Choose a seaview and a room that has been recently refurbished.
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  • Stayed October 2011, travelled with friends
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Helpful?
Thank notacouchpotato
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Polurrian Bay Hotel

Property: Polurrian Bay Hotel
Address: Polurrian Road, Mullion TR12 7EN, England
Region: United Kingdom > England > Cornwall > Mullion
Amenities:
Bar / Lounge Beach 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 Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #2 of 2 Hotels in Mullion
Price Range (Based on Average Rates): ££
Hotel Class:3 star — Polurrian Bay Hotel 3*
Number of rooms: 41
Official Description (provided by the hotel):
Perched on the cliffs amongst 12 acres of gardens, this quintessential luxury family seaside hotel offers stunning views across Mounts Bay and the Atlantic Ocean beyond. All of the public rooms have a sunny, welcoming feel, whilst bedrooms feature fluffy towels, super comfy beds and spectacular views. You will find an array of child friendly facilities including a complimentary Ofsted registered crèche for younger children and the Blue Room for the over eights. The restaurant features unpretentious dishes prepared with the finest seasonal and locally-sourced ingredients. There is a comprehensive range of facilities and activities on offer from the sanctuary of the Purity SPA to the newly resurfaced tennis court and the refurbished indoor swimming pool. ... more   less 
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Also Known As:
Polurrian Hotel Mullion
Polurrian Bay Hotel Mullion, Cornwall

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