Carbis Bay Hotel & Estate

My friend and I enjoy the facilities of the Spa for the day! Firstly Tatjana, the lady who gave me my massage, was amazing. The best massage I've experienced. She was professional, completely understanding of my needs, and made me feel so very relaxed. All of the staff at the spa was warm, friendly and accommodating, my friend has mobility issues. The food in the evening was delicious! We dined at Walters. A stunning location for any special occasion! Thank you for an unforgettable day!

3 months ago · via Google

Beautiful Estate but unfortunately negative reviews are accurate and slightly falling into disrepair. Very overpriced with fewer amenities than a Premiere Inn (no AC and entire hotel is HOT, no mini fridge, no body lotion, no shelf in shower so you have to bring bottles into shower on floor with multiple signs telling you not to steal shampoo). Cleaning issues (stains on carpet, rusty door hinges so couldn’t open balcony door, spa display covered in thick layer of dust and crumbled brick). Service was below average (Seemed annoyed we asked for a fan, Ordered a flat white, they came saying cappuccino then when we said no we ordered a flat white they said oh it’s all the same haha, said our bags would be waiting for us in room with garment bag hung up then they were not and they initially lost two of our bags before going back to find them for 30 min). Spa is beautiful! Generally not fussy but when you pay these prices you expect better!

a month ago · via Google

Luxury Setting, Surprisingly Poor Customer Care Had it not been for our experience on departure, I would have been writing a very different review. Shortly before 10:00 a.m., after breakfast, I went to reception simply to let the staff know that we had already vacated our room, in case they wished to send housekeeping to prepare it for the next guests. Having experienced a delay at check-in because our room had not yet been serviced after the previous occupants, I thought this would be helpful. I also made it clear that we were not checking out at that time. As the published checkout time was 11:00 a.m., we intended to take a walk along the beach before returning to complete our checkout and have lunch at the hotel. Despite this, the receptionist insisted on checking us out immediately and requested that I settle the account immediately. My concern was not with settling the bill, but with the manner in which the situation was handled. I was made to feel as though I might leave without paying, despite the hotel having taken and authorised my credit card at check-in specifically for incidental charges. When I queried why the card on file could not simply be used if necessary, I was told that the hotel was unable to charge it. This was surprising, as taking and pre-authorising a credit card at check-in to cover incidental charges or outstanding balances is standard practice throughout the hotel industry. The explanation offered simply did not make sense. The receptionist’s attitude throughout the interaction was, in my opinion, rude, confrontational and condescending. Rather than feeling like a valued guest, I was left feeling embarrassed and unfairly treated. The incident completely changed our plans. We had intended to return to the hotel for lunch before leaving, but after the way we were treated, we chose to leave instead. Before posting this review, I contacted the hotel’s General Manager directly to give the hotel the opportunity to investigate the incident and explain both its checkout procedures and the conduct of the staff member involved. I requested a written response to the specific questions I had raised. At the time of writing, no such response has been received. It is disappointing that what had otherwise been an enjoyable stay ended on such an unnecessary and poorly handled interaction. Carbis Bay Hotel enjoys an exceptional location and commands premium room rates. At approximately £650 per night for a non-sea-view room, guests are entitled to expect a correspondingly high standard of service, professionalism and customer care. While the setting undoubtedly lives up to the hotel’s reputation, our experience at departure did not. Good customer service is often judged not when everything goes smoothly, but by how concerns are handled when they arise. Unfortunately, on this occasion, the service we received fell well short of the standard I would expect from a hotel that presents itself as a four-star luxury destination. I delayed posting this review to give the hotel management the opportunity to investigate the matter and provide the written response I had requested. Regrettably, no response has been received, leaving me no option but to share my experience publicly.

a month ago · via Google

We stayed here to celebrate our anniversary and, thanks to each other, we still had a wonderful time. However, I have to be honest: this hotel did not meet the standards or value we expected for the price. The main reason we booked this hotel was its private beach, but we were extremely disappointed to discover there were no sun loungers or umbrellas at all—not even available to rent. If you’re choosing this hotel because of the beach, this is something you should know. Breakfast was included, but the selection was very limited. You could only choose two main items from a small menu, portions were modest, and overall it lacked the variety and quality you would expect from a hotel at this price level. Late one night we needed assistance and tried calling reception several times with no answer. My husband eventually went downstairs and found nobody at reception, meaning there was simply no one available to help us. Food and drinks throughout the hotel were extremely expensive considering the quality. We paid £25 per person for a cocktail that was average at best. We also had dinner at Walters Restaurant to celebrate our anniversary. Although the hotel knew it was a special occasion, every other table had a candle except ours. It may sound like a small detail, but it reflected the overall lack of care and attention we experienced. The meals were overpriced, the portions were small, and unfortunately the quality did not justify the price. The spa layout was also poorly designed. After using the pool or jacuzzi, guests have to walk through the restaurant in their swimwear to return to their rooms, which felt uncomfortable and inappropriate. Another surprise was the bathroom design. The large bathroom windows were covered only with a very thin sheer curtain, which offered very little privacy and made us feel uncomfortable from the moment we entered the room. The complimentary in-room amenities were also extremely basic and did not feel worthy of a luxury hotel. We paid around £1,300 for the room alone, and by the end of our two-night stay, after meals and drinks, our total spending was close to £1,800–£2,000. At that price, we expected a genuine luxury experience. Instead, many aspects felt surprisingly basic, and throughout our stay the hotel gave the impression of cutting costs rather than delivering the premium experience its prices promise. This review isn’t written out of anger, but to help future guests set realistic expectations. Unfortunately, for us, the overall experience simply did not justify the cost.

a month ago · via Google