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The Cornwall Hotel, Spa & Estate
Ranked #5 of 9 Hotels in St Austell
Certificate of Excellence
Reviewed 26 May 2014

What a wonderful place!!! Stayed here for my 30th birthday, the hotel was beautiful, spa outstanding, treatments were very very good and the staff all went out of their way to ensure everything was just right. We stayed in a luxury room and the decor was lovely, beds very comfy and very well equipped room, bathroom was also lovely. The food was just amazing, we had afternoon tea which was very well presented and our three course evening meal was so tasty and probably the best belly pork I have ever had!! Thank you so much!!! Will be back and have recommended to everyone!!

  • Stayed: May 2014, travelled with friends
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Thank Beth C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CornwallHotel, General Manager at The Cornwall Hotel, Spa & Estate, responded to this reviewResponded 27 May 2014

Thank you for your really kind review, we were pleased that you decided to celebrate your 30th birthday with us and many happy returns once again. We look forward to seeing you return back again soon.

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1,024 - 1,030 of 2,105 reviews

Reviewed 26 May 2014

We were excited to have a weekend away over bank holiday and more so looked forward to our couples massage, swim facilities and garden views.... and the let down begins. Arrived promptly at check in time to a ready room though outside our door were 6 dirty wine glasses, hallway full of dirty sheets and towels and rubbish against the walls. Room was tidy on first glance and very snug with one window. The downfall was the window was full of webs, dead insects and sat right above the outdoor sitting area from the bar (Room 103-first floor) and the view though of the garden also included a LARGE playground area, view of the car park and worst of all - the main road, not to mention the bird faeces on the patio pillar. Our shower temperature gauge was broken and repaired the next day thankfully though the hotel does not have a full-time maintenance staff and had to ring someone on call. Our first night we had dinner in the Arboretum and asked for a quiet table away from children (thank you to Jaime who did his best to accommodate this request). Food is nice but as others have reviewed the service of it was VERY slow in coming to the table. The F & B Supervisor female (apologies for leaving your name out) was the most friendliest and hardest working member we saw all weekend. Clearly the staff our overworked, likely underpaid and as this is no fault of their own we hold lack of presence or attention to detail to any management. Breakfast is nice and given good marks. The swim/spa is great at Adult Only time otherwise bring ear defenders or a lot of patience. The gym equipment is not a great quality but has a good variety. The spa is upstairs and unfortunately an open plan floor so ALL noise from below (kids and smoothie machine particularly) is very interruptive. This didn't set the mood at all...we had a couples massage in one room. My therapist, Alison, was lovely and clearly more knowledgeable then the other gal who left my husband uncovered and alone for a good 5-10 minutes with no explanation until the end when we asked "what happened?" Again, noise from outside (crying child) was disruptive and a big mood killer. No attempt to sell us products or another service which was a shame on their part. Lastly, a fire alarm sounded at 2100 hours on Sunday evening and all were evacuated - many without a jacket to hand and we were outside in the cold for just over an hour. The staff come fire marshalls did a decent job in gathering people though I doubt smoking should have been allowed...even outside in the midst of the event. No fault on the part of the staff, but the hotel is tired, needs a good deep cleanse and as the doors to not shut out hallway noise then you're likely to hear anyone who doesn't have the decency to consider others later in the evening. There is a historical meat/cold room prior to entering the hotel but shamefully it's being used as a smoking area and full of fag butts - disgusting. All of this was mentioned to staff so this is a no surprise review. On a Secret Escapes voucher (£220 for 2 nights), one meal, 2 breakfast, the massage, and a few bar snacks our total expense was £506 for the stay. We stayed the duration but only with convincing ourselves it would get better...we were sorely let down and wished we'd turned around upon arrival. There is great potential here but the management needs to step up, motivate their staff and reward their efforts as they seem to do be doing their best to better the place and end up apologizing for it.

  • Stayed: May 2014, travelled as a couple
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1  Thank Karen P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CornwallHotel, General Manager at The Cornwall Hotel, Spa & Estate, responded to this reviewResponded 27 May 2014

We were gutted to learn where we had let you down and from the outset please accept our humble apologies. Linen, room service items etc. are all removed from the bedroom corridors by 3.00pm the latest, however because a large turnaround of departing and arriving guests housekeeping were behind their usual timeframe. There is however, no excuse for the state of the bedroom window and I have discussed this with the housekeeping team. We have full time cover with the maintenance team; however we operate an emergency call out over a weekend which works well. The staff are paid at the normal rate and yes, we all work hard especially at a time when we have a large number of new recruits whist we carry out on the job training. May I say that the management team were here during this time, myself included as well as the operations manager, reception manager, head housekeeper, food & beverage services manager (and her team of supervisors, spa manager and the head chef. I realise and understand that this is your experience, which is not what we strive to achieve but the team are rewarded and the management team do work over 50-60 hours a week. What you have seen at this moment in time is a snapshot of new recruits at a busy time. I know as the manager that this is still not right but please be assured that we are working hard to get things back on track. The meat cellar in not for the purpose to let guests smoke in this area – this is against the law! I have signs being ordered to make sure our guests are fully aware of this. We will have some bad days, uint6il the team are fully trained but on the whole we try and deliver a good product with friendly service and more often than not we manage to deliver this. We will continue to work on this so that we reach a consistent level. Our apologies once again.

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Reviewed 26 May 2014

We booked to stay in the self catering woodland lodges for one week. The location is great with all local attractions easily accessible by public transport (bus stops outside) and walking. The lodge was perfect with everything we could possible want, the idea of living upstairs and sleeping down stairs works very well. The location was great as it was close to all amenities and peaceful. The hotel looked smart although we felt the attention to detail lets The Cornwall Hotel Down, the service in the bar was poor, we had to find someone to serve us on two occasions and walked out having waited too long on one occasion. They do need to clean the place a little better, it's not dirty just untidy in the corners? For this reason we did not eat in the Hotel, but preferred self catering. The Spa is fantastic, although the attention to detail lets it down, the windows of the infinity pool are dirty, considering the objective is to look out over the gardens? A sweep up outside would just make it so much better. Overall this is a great place to stay and would stay here again, if only they could polish there act up. I would suggest staff training top of their agenda and very quickly as we where not the only guests saying these points.

Stayed: May 2014, travelled as a couple
Thank Russell F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CornwallHotel, General Manager at The Cornwall Hotel, Spa & Estate, responded to this reviewResponded 31 May 2014

Thank you for your review and valuable feedback which we discussed at our weekly meeting. We now have a new head housekeeper and the shortfalls in our corners are being addressed as well as our lack of attention to detail. We have taken in a number of new staff and are currently carrying out on the job training so please accept our apologies as we are not quite up to proper standards. We do look forward to seeing you back again.

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Reviewed 25 May 2014

Had a fabulous 2 day/night stay here. The service from the warmest of welcomes by reception to the bar staff service and willingness to engage in conversation is excellent. The food is excellent as is the knowledge of staff. Our room was compact for the two of us but we were out & about & only sleeping in there & was well presented with a very clean ensuite bathroom.
Will definitely return - soon

Room Tip: Great location
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  • Stayed: May 2014, travelled as a couple
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1  Thank Claire A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CornwallHotel, General Manager at The Cornwall Hotel, Spa & Estate, responded to this reviewResponded 27 May 2014

Thank you for your wonderful review and really kind comments. We are pleased that you enjoyed your stay with us and we look forward to seeing you back again soon.

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Reviewed 24 May 2014

We boyfriend and I stayed here in April for 3 nights in one of the rooms in the main house. The room looked nothing like it did online as it appeared that all the wall hangings/pictures/mirrors had been removed, thus leaving a very stark white painted room (perhaps it had been freshly painted, hence the lack of furnishings?!) with dark furniture in. We generally found, as per other reviews, that the staff lacked experienced which was frustrating at times. Generally, sitting down in the bar and not having your order taken for ages (staff would walk by but it was as though they didn't see you/had their eyes shut), or making a request and being told "I don't know" and given a blank stare. We were told on Easter Sunday that they were only doing food at lunch time for people who had booked the proper Easter lunch fine dining bit (but that they were fully booked). It seemed odd for a hotel to say to their guests that there was no food available at lunch time (i.e. no bar menu etc). However we eventually got round this by (using our initiative) and ordering room service from reception and requesting to have it in the bar area - this apparently was achievable?! After we had initiated this, several other people did the same - so there was clearly a demand for guests staying in the hotel to be fed! It also took an inordinate amount of time for room service dishes to be removed. Whilst the staff seemed inexperienced I cannot fault that they were polite and approachable, they simply lacked finesse.I think the hotel lacks seating space in the bar area as well, it was often crowded, so unless you are eating you are confined to your room.

The spa - hit and miss - I had a terrible first treatment - was kept waiting for over 20 mins for my treatment which was then cut short. They were clearly overbooked and I think trying to catch up with themselves. I did actually politely complain at the spa and to their credit they gave me a discount on the treatment I had booked the next day. This was much much better and the therapist was excellent and clearly more experienced than the one the previous day. They were also accommodating about moving my boyfriends massage to different slots twice due his having to take work related calls which clashed. This was excellent service.

I have scored this average because we got a good deal on this short break and therefore it was good value. If paying full price however I would have been very irritated as the level of customer service just wasn't good enough. Probably wouldn't go back here, or if i did in a self-contained cottage on the estate would be my preference.

  • Stayed: April 2014, travelled as a couple
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Thank RedNoddy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CornwallHotel, General Manager at The Cornwall Hotel, Spa & Estate, responded to this reviewResponded 27 May 2014

Thank you for your review and for the valuable feedback. We have just finished redecorating this room and still putting the finishing touches. I have spoken to the F&B team regarding the withdrawal of the lunch offering during Easter Sunday. I do find this unacceptable and please be assured I have addressed this with the team concerned. Sorry for the shortfall in the Spa, I have passed this onto the Spa Manager who will be dealing with this accordingly. Thank you and sorry once again.

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Reviewed 24 May 2014

We stayed in one of the woodland lodges and it was fabulous! We were lucky to have sunny weather so our balcony was made full use of. The perfect place to enjoy a few drinks in the evening sunshine. The lodge was clean and well equipped. The pool in the spa was lovely and the treatments were excellent. It would have been nice to have had a few sun loungers out though rather than having to lie on a towel on the grass. Also had a nice meal in the hotel restaurant. Would definitely recommend.

Stayed: May 2014, travelled with friends
1  Thank Jennifer516275
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CornwallHotel, General Manager at The Cornwall Hotel, Spa & Estate, responded to this reviewResponded 27 May 2014

The Woodland Homes are great and we are so pleased that you had a wonderful time. Thank you for your kind comments and review and we look forward to seeing you back again soon!

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Reviewed 23 May 2014 via mobile

We had a room in the original house that overlooked the garden. A lovely room with a very comfortable bed. The spa was great, well worth a visit.
The hotel is set in beautiful grounds.
One evening we had a meal in the Arboretum restaurant and this was excellent. During the meal there was a fire alarm but this was dealt with quickly and efficiently and a member of staff came round afterwards to personally apologise and explain. We also had a letter in our room to apologise these were nice touches to show how important the guests are. All the staff were polite and helpful and the breakfast was pretty good as well. All in all a great stay.

Stayed: May 2014, travelled as a couple
Thank vickspick
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CornwallHotel, General Manager at The Cornwall Hotel, Spa & Estate, responded to this reviewResponded 27 May 2014

Thank you for your lovely review and comments and we are delighted that you had a great stay with us. Sorry again about the fire alarm, better safe than sorry and thank you for being so understanding. We look forward to seeing you back again soon.

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Additional Information about The Cornwall Hotel, Spa & Estate

Address: Pentewan Road | Tregorrick, St Austell PL26 7AB, England
Region: United Kingdom > England > Cornwall > St Austell
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Business Hotel in St Austell
#2 Romantic Hotel in St Austell
Price Range: £63 - £152 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — The Cornwall Hotel, Spa & Estate 4*
Number of rooms: 65
Official Description (provided by the hotel):
Relax, unwind and rejuvenate in the luxurious surroundings of The Cornwall Hotel, Spa & Estate; an exquisite 4* hotel & spa set in 43 acres of tranquil, wooded parkland in St Austell. Just a breath away from many of Cornwall’s most popular sandy beaches and attractions; The Cornwall Hotel is the perfect base to explore the best of Cornwall. ... more   less 
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Also Known As:
The Cornwall Hotel, Spa & Estate St Austell

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