The place is set up as a country manor hotel. The owner's Aston Martin is prominently parked outside, and clearly designed to make an impression. Maybe not everyone will have the one intended!
We were welcomed well and liked the staff in general. The entrance areas, lounge and common areas are warm and inviting. Classically decorated and furnished.
The interior space around some of the guest rooms is very boxy - created thus to make the rooms. Some of the rooms are smaller than others - ours was too small for the price, and not good value at all. Some are quite small indeed - check what you're getting and decide for yourself whether the size justifies the price?
Our bathroom had a spa bath which did work - but it and all the fittings were very tired and worn out indeed. Also not of adequate standard for the price range.
The bed was good, even if it largely filled the room.
Do note, that there is little or no soundproofing between bedrooms, being of a certain era, and conversations are audible from neighbours. Tthe doors are light and low quality and conversations in the exterior areas can be disturbing. In general the bedroom conversions we saw are dated and not great quality - despite the nice traditional common areas.
The pool and bubble bath are ok. Well kept, and clean. The pool is a bit too small to really swim and thence a bit cold. The bubbler is fine, if unexceptional and a wee bit worn. We didn't try the therapies, and can't comment.
The bar and restaurant are comfortable and the food good enough. A bit overpriced in truth. The wine list seemed well chosen, but again overpriced.
The Hotel does have wireless internet, but it doesn't work. The owner has tried to install it himself. They simply need to get professional help to install extenders. These days it's not a novelty to have good wireless internet - it is to have a disastrous service a la Boscundle!
Our main complaint would be the establishment's response when something goes wrong.
In our case, the cleaners left on the radio - very loud - after cleaning the neighboring room. It was one of those situations... no answer from the room for hours in the night, and you can't walk in. No one at reception to help. Result - no sleep for us. In the end at 5am I just went into the room and found the radio blasting out, and the room-clean half completed. A pretty dreadful and compromising situation....
In the moring the Hotel staff were apologetic - but offered nothing in compensation. They asked us to write to the owner who was away.
The Owner!!! If this happens to you, don't bother writing to the owner. We did so - but in response he blamed us (!) for not finding help in the night. (we had tried) . Despite what the staff told us, he claimed he was there and so was the manager (I think untrue) Basically it was our fault, and we were stupid, therefore it was not the fault of the Hotel.
Good grief! ......this is probably the worst response I have ever had, seen or heard of. It's has been hard not to find that the owner to be arrogant and condescending. Nor does he appreciate that his customers need to sleep and not be blamed when the hotel makes a pretty serious error. It was the hotel's error and basically he didn't and doesn't give a fig!
My overall verdict. It's a mixed bag. The rooms are variable, and in part out of date. The common areas are fine and so are the staff - when they are present. The owner is not customer orientated and lets the place down entirely.
All in all, not awful but I think there are considerably better places to go at this price. It's a place I wouldn't go back to bearing in mind the other choices.
Check out room size/bathroom age. Take earplugs.
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We are not perfect, but we try very hard where guests have had a genuine problem and bend over backwards to get these issues resolved right there and then. After all, we want our guests to have an enjoyable and memorable stay for the right reasons and return again, as many do.
Report response as inappropriate
These guests wrote to us demanding compensation wanting (2 free meals) for a sleepless night due to a radio being left on during the day in the unoccupied room next door. It was an unfortunate oversight by one of our housekeeping staff, who was called off to prepare another room for a guest who had arrived early, but did not return leaving the radio turned on all night. On check out, our staff apologised for the oversight and following this, I then apologised in writing. We asked ourselves what we would have done in the same situation and came to the conclusion that "we would have picked up the phone and called somebody", we
declined to agree to the compensation demand because the guests could have alerted us to the problem and allowed us the opportunity to do something about it, before it became a problem.
Guests are personally roomed, which gives us the opportunity to explain all the facilities offered in the room and around the hotel. At this time we talk about dialing '0' from any phone in the hotel if there is anything, and we mean anything that we can help with. This is repeated in the room information and repeated again in a personal 'welcome' letter left on the bed on the day of arrival. Being a hotel, when guests are resident, a member of staff is resident 24 hours a day and literally sleeps with a phone next to their bed, as we do most of the time.
We do not subscribe to the compensation culture, instead believe that there should be some degree of personal responsibility and in this case, this is what we thought. The bottom line is, had we paid up, this guest would not have written this review and we don't believe that is right.
Because we were concerned that maybe we were being biased in our response to these guests, yesterday we wandered around Charlestown (very nice Georgian port by the way, with tall ships in the harbour: Well worth a visit!) to test our theory on the general public with a 1 question survey as follows:
Imagine you are a guest in a hotel and when you go to bed you notice that there is a radio playing loudly next door. Do you...
A. Have a sleepless night, complain in the morning and claim compensation.
B. Knock on the door of the offending room and sort it out yourself.
C. Phone down to reception and let the management sort it out.
D. Have a sleepless night and leave saying nothing.
And the answers were as follows:
The only two rooms that these guests saw are purpose made hotel rooms, created around 25-30 years ago. It is true that some of the rooms are smaller than others, but it is also true that some of the rooms are bigger than others.
Absolutely right! We probably have the most variable rooms around. Every single room is completely different from the next, from a small single with en suite shower, through to a 55 sq m suite with lounge, bedroom, dressing room and huge bathroom with walk in shower and separate bath.
Regarding there being "little or no soundproofing between bedrooms" - There is a solid block wall between this guest's room and the only adjoining bedroom. The bedroom doors are fire doors and are actually quite heavy. Like any hotel room, there is the chance of hearing other guest's conversations as they pass by in the corridor, but not between the manor rooms.
POOL AND HOT TUB
Regarding the small, cold pool and bubble bath - The Hot Tub is 5 years old and in near new condition although it is true that the (2nd) cover is now showing some signs of wear. The indoor pool was 29.5C on the date of the stay and is 10m x 5m x 1.5m deep. Plenty big enough to swim in and MANY people do.
Regarding the overpriced dinner and wine list - The guests paid £25.00 per person for a 3 course dinner menu and we offer wine by the glass at £4.50 per glass, house wines from £18.00 and 70 other wines. Please see our web site for recent menus and wine lists.
The gentleman guest had problems connecting to our free WiFi service in the lounge, but successfully connected to the internet for around 2 hours per day, whilst in the bar and the conservatory. I don't appreciate the personal sarcasm directed at me, why get personal about my abilities when they have never met nor spoken with me? For the record, I am a network professional in commercial building controls including a high security prison in South Africa, multiple dealing banks in the city, Pharmaceutical manufacturing facilities in Kent, an Internet server farm in Ireland, several general hospitals, commercial buildings all over the country and schools as far north as Aberdeen. I have found that it is always a good policy to check your facts before rubbishing another's reputation.
We have no children to put through university and it has been a life long ambition to own an Aston Martin. My wife has worked since she was 16, I since I left University and now we are both more than 50. We have no reserved parking and the car was left parked in the car park in the front of the house. Where else are we supposed to park it?
SEEKING HELP IN THE NIGHT
This guest wrote - "...he blamed us for not finding help in the night. (we had tried)" - Untrue - this guest did NOT attempt to find help after going to bed.
MANAGER/OWNER IN ATTENDENCE
This guest wrote "Despite what the staff told us, he claimed he was there and so was the manager (I think untrue)" - No, True. My wife and I were away from the hotel until the Sunday, early evening, when we took over from Ian. I actually did the lock down procedure that night and turned the light off outside their room, but unfortunately I did not hear the radio.
First of all, thank you for reading this far and as we said, we are not perfect, but we try very hard where guests have had a genuine problem and bend over backwards to get these issues resolved right there and then, however these guests chose option A. Please give us the chance to show you how lovely Boscundle Manor is.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.