Carbis Bay and Spa Hotel

Carbis Bay's staff excel in friendliness and service, creating a memorable experience. The immaculately clean resort offers excellent facilities and a stunning beachfront location for relaxation and direct beach access.

truly amazing, however spoiled by a maid walking in on us without knocking and then a mix up with rooms, saying we only booked one night instead of the 2 we actually had booked. otherwise would’ve been a perfect stay!!! Breakfast was amazing and the spa is stunning!! The issue got sorted with a simple apology which makes me feel like it wasn’t taken as seriously as it should, due to this we never had our room made up and simply a sorry doesn’t seem to cover the lack of privacy we then felt for the rest of the stay.

Firstly we did not want to go down the route of putting a negative review on trip-advisor and in the first instance contacted the hotel directly to put things right. However the follow up received was quite unprofessional and lacked any understanding or empathy. We stayed in one of the lodges for 3 nights to attend a family wedding. The lodges are apparently the most luxurious of the accommodations but this wasn’t the case and we were very sadly let down as the accommodation did not meet the expected high standards. We had one of the back bedrooms in the lodge which only has a small skylight. The room was very stuffy, hot and uncomfortable and I resorted to sleeping downstairs on the sofa on the first night and we borrowed multiple fans from the other bedrooms for the remainder of the stay. The blind for the skylight was also broken and wouldn’t shut which meant the spotlights on the roof of the lodge beamed through at night. We had to phone the reception team every night of the stay to ask for the spotlights to be switched off so we didn’t feel like we were about to be abducted by aliens! On the last night we couldn’t reach anyone on reception and my partner had to get dressed and go and find someone. There was no attempt to fix the blind during the duration of stay. After the discomfort of the first night we discussed going to speak with reception, however this caused some upset within our group on the morning of the wedding as part of the experience was to be together and our family did not want to be split up. Obviously we did not want to cause upset or create extra stress on such a special day so we decided to manage the situation and agreed to provide feedback directly to the hotel on our return. We sent feedback via email to the reservations team and I received a phone call from the duty manager. I explained the issues and also the very difficult situation we were in with not creating any extra stress to our family by being split up by asking for alternative accommodation. The duty manager showed no understanding or empathy for the position we were in and simple said “sorry but I can’t turn the clocks back!” which I found not sincere, sarcastic and unhelpful. She also implied that we had left the heated towel rail on in bathroom which had an impact on the room being hot and stuffy. When I told her we hadn’t touched the towel rail, she then started mentioning the underfloor heating taking a long time to cool down! The duty manager also mentioned the wedding being a great success (yes it was!) and also how some of the wedding party were regulars at the hotel and always happy customers. Well, good for them! I was quite stunned by this comment and not sure why she felt she had to mention this? This was OUR EXPERIENCE and not other guests! We have since discussed and mentioned our experience and the duty manager’s comments to friends and they have commented how rude and unprofessional this was and the complete lack of customer service.