I don’t usually leave reviews but was so upset by the way we were treated at The Cornwall, that I feel I have to leave this review. This is the email I sent with no response so I’ll post it here instead:
I am unfortunately emailing to bring to your attention the disappointing experience I, and my family, had at The Cornwall Hotel and Spa today.
Me and my partner, Sam, are getting married in 2025 at the Eden Project. We were looking at somewhere locally for ourselves and our guests to stay on our wedding night and the night before.
My parents visited The Cornwall recently and spoke to a very helpful lady called Chelsea on reception, who showed them around and made them feel very welcome. They recommended us to come and see for ourselves as they believed The Cornwall would be a perfect hotel for us to stay for our wedding.
I had liaised recently via email with Jenny, Marketing Manager and had arranged to be shown around after an afternoon tea at The Cornwall today, 24/03/24, at 14:00.
We arrived at that time and spoke to the woman on reception who we explained the above to. She told us to go and have the afternoon tea and someone should be able to show us around after.
We walked into the afternoon tea hall and were met with… no one! We waited by the ‘Please wait here to be seated’ sign, but no one came. I walked to the bar and I asked the waitress if we had a set table to sit at. She abruptly told us to sit at the free table in the dining hall and carried on unloading the dishwasher. We sat down, confused at her demeanour, and she came over later to take our order. Her general attitude was pretty rude throughout the service, she made us feel very unwelcome.
We finished the food and I went to pay the bill. We were charged the full price which I queried, as we were told that locals got a discount on the afternoon teas. My bill was rectified and we headed to the reception to be shown around.
I spoke to a different receptionist this time and she said she was aware of our desire to view the rooms/amenities, but that no one was available to show us around. She also said if we wanted to wait for a few hours until 5pm, then a porter would be able to show us around. I wouldn’t normally have an issue as I understand how busy hospitality can get, but on a quiet Sunday where not even the first car park was filled, I was surprised that even after all the forewarning we gave, that no one was prepared to give us a quick look around.
We were planning on booking a room not only for ourselves, but for at least 15 of our wedding guests. We have family travelling down for our wedding day, and if today had gone well, we were prepared to advise all of our other guests to stay with you also, so it may have been more.
We will definitely NOT be staying with The Cornwall after today’s disrespect, and hope our experience offers some insight as to where your venue can improve its service. We are so disappointed with the service we received from a local hotel.