We had stayed at the Pentire before and found them really nice,so,when they offered us Christmas at a good price we jumped in.
They say you can take your dog but beware, on arrival, the first receptionist was extremely rude and unhelpful. Before we booked we had checked out and been told that as our dog was only 18 months old we could have our meals in the lounge so he could be with us, when I pointed this out the receptionist said that we would never have been told this,insinuating that I was lying she further told us that could not be done. At this point we were left cold in the doorway whilst we watched new people arriving, being given cups of tea we were not told when our room was available and were basically ignored. We were cold, tired and very disappointed. We ended up having to find the manager ourselves to sort things out we had waited that long all arrivals had been booked in, they had all gone to their rooms and we were the second couple to arrive and we were still sat there. My wife wanted to go home even though we had travelled 240 miles and we had no food at home for Christmas. Fortunately another receptionist helped us out with the dog and was kind enough to check he was ok when we went to the dining room. She was lovely and went the extra bit to help us.
On the first night we sat in the lounge as the dog could not go into the concert room, we were fine with this and enjoyed it, however the next night (Christmas eve) we could not go into the lounge because it was full of outsiders (not hotel guests) we ended up in our room for the night. It did not help that the television did not work- not the best way to spend Christmas Eve! We feel that we paid to entertain other people and we did not get the opportunity to enjoy our Christmas break.
On Christmas Day it was the same but we were able to sit in the bar which was quiet, however on Boxing Day we were kicked out of the bar and told the dog could not go in there because they served food, we were the only ones in there. When I told the girl behind the desk she simply told us we should have known it was out of bounds, again she was very off handed with us. Later that evening we saw another dog in the bar tied to a bar stool and no one said a word.
Before we left on our last day I asked for a reduction as we had not been satisfied with some of our treatment, although not speaking to the original girl she butted in and took over,telling me in no uncertain terms that I would get no refund, the girl I was speaking to looked really embarrassed , I ended up speaking to the assistant manager who apologised and reduced our bill.
When I went back into reception I was informed that we should have had a doggy welcome pack that explained everything -
At no time were we told where we could and couldn't go with our dog, we accept that we couldn't take him in the restaurant and the concert room but we were never told we couldn't take him in the bar, in fact other dogs had been in there.
Most of the staff were friendly and helpful, but one has let the hotel down badly unfortunately this was the one who we saw first and set the tone for our stay.
Our lovely Christmas break was ruined because of this one woman. Needless to say, we will never be going back and would strongly advise if you have informed them of any special requirements to get it in writing to make sure you get what you were promised and will save you any embarrassment at the desk. A customer service course would not go amiss at this hotel.
- Official Description (provided by the hotel):
- Located on the Pentire headland in Newquay, just a mile from town centre, we have spectacular Fistral beach views. The River Gannel estuary and south west coast path is on our doorstep so we're ideally positioned for surfers, families or groups. Facilities include an indoor heated pool, steam room, childrens play area, beauty salon, fitness studio and a friendly bar. Licenced for Civil Weddings, we provide a beautiful venue for Weddings and receptions. ... more less
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- Also Known As:
- Pentire Hotel Newquay
- The Pentire Hotel Newquay, Cornwall