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.
- 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
- Reservation Options:
- TripAdvisor is proud to partner with Booking.com, Ebookers, Expedia, Hotels.com, TripOnline SA, Priceline, Odigeo, Traveltool, S.L.U., HotelsClick, Cancelon and Hotel.de so you can book your Polurrian Bay Hotel reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- Polurrian Hotel Mullion
- Polurrian Bay Hotel Mullion, Cornwall