I am writing to provide some feedback regarding my recent experience with your establishment. I believe it is important for you to take this feedback on board and consider making some serious changes,
Upon arrival around 1 PM, we collected our key card, but encountered significant issues with parking. There are only 11 parking spaces and a few reserved spots available, all of which were already taken. This made it particularly challenging, as the surrounding roads were completely full, leaving us no option but to drive around until we ultimately had to leave for town until around 5:45 PM.
While I understand that parking is not the hotel's direct responsibility, it did impact our overall experience. It was frustrating to start our break in a stressful manner, which takes away from the luxury of the getaway. Once we returned at 5:45 PM, we were fortunate to find a space on the road, but the initial hassle definitely put a damper on our arrival.
I appreciate the hospitality, but I found it a bit unusual that guests are asked to choose a breakfast time upon arrival. Personally, I prefer to decide on the day of, as it allows for more flexibility and spontaneity during a getaway. It felt a bit too structured for what I believe should be a more relaxed experience.
Additionally, I noticed that there was a £50 deposit required on arrival, which is charged to the bank account before we've even settled into our room. It's understandable to secure a deposit, but I would recommend making sure guests are reminded to ask for it back at checkout, as I've heard of others not receiving it promptly.
While we did take a look at the pool area, it was quite busy with children and didn't provide the relaxing atmosphere we anticipated. I was surprised that the hotel promotes the Fistral Hotel's facilities rather than its own, considering how different the environments are. The pool seemed more suited for families, which may not appeal to all guests.
On a positive note, The Quicksilver room. It was spacious and nicely laid out, featuring a lovely bathroom complete with a relaxing bath and high-quality toiletries, which was in line with our expectations given the price point.
with the location close to the beach, we faced a significant issue with flies in our room. They seemed to be coming in through the gaps in the windows, which made it quite difficult to relax. We even had to resort to using deodorant to try and manage the situation. You also are unable to open the windows and listen to the waves crashed because of the flys
In addition, we noticed that the carpets could benefit from a thorough cleaning and the outside windows were covered in bird droppings and condensation, which restricted our view. Checking out the scenery from dirty windows was not ideal and diminished our overall experience.
We felt that the hotel caters more to families and children rather than couples seeking a relaxing getaway. After enjoying a luxurious stay at the Headland prior to our visit to your hotel, we were disappointed by the contrast in comfort and cleanliness. Unfortunately, our experience at the Esplanade did not meet our expectations of a relaxing escape.
Unfortunately, because we faced several issues upon arrival, particularly with parking. We were unable to park until 5:45 PM and ended up having to find dinner away from the hotel, which set a disappointing tone for our experience. The exterior of the hotel appears quite run-down, and the surroundings left much to be desired. It felt more like a campsite than a 4-star hotel, and that mismatch significantly affected our first impression.
Regarding breakfast, which we had pre-paid for, we were quite disappointed. The food quality did not meet our expectations; the sausages were cheap, and everything served was cold. We also found that the breakfast area was chaotic, with children spilling juice everywhere and no apparent supervision or control. The lack of friendly service made it feel even more unwelcoming. Our previous stay at the Headland Hotel was a stark contrast, with warm greetings and helpful staff who truly cared about the guests' experience.
Additionally, while you advertise the hotel as “dog friendly,” the extra charges for pets contributed to a feeling of being less than welcome.
I believe it is important to provide honest feedback, especially concerning your advertising on hotels.com. It would be beneficial to present accurate information, including current images of the pool area and the exterior of the building and parking.
Unfortunately, the state of the property did not meet my expectations, and I feel your room rates are significantly overrated given the circumstances. Not forgetting we booked this for a birthday weekend away.
GB