We also had been impressed with reviews and awards given to the Abbey, so booked this hotel as a special treat. We stayed in the 'The Suite" at £250 per night. This is separate to the main hotel. Rates included full english, afternoon tea & news papers. That was sounded perfect, I didn't expect to have to ask for anything! There were so many silly little things that singularly would not usually have been an issue, however together with the attitude of the manger became a huge let down & disappointment. So, here we go....The scones on arrival were warm but guessing heated thro with microwave as hard & 'crunchy'. The manager suggested I was lying as they were made fresh everyday! Not offered on second day, when queried the manager said it's on arrival only even tho my confirmation clearly says "rates include full english & afternoon tea", (it does not say only on arrival only). The rooms were a disappointment and had not been made up as requested, advertised or paid for. Advertised on their web site as... "Two double bedrooms (which can be arranged as one double and one twin upon request). We expected two double rooms as had not requested a twin, however upon arrival we had a double and a twin. The manager is somehow trying to suggest its our fault for not clarify this in writing even tho I know it's what I requested when I spoke to him on the phone. However, we though we didn't have to clarify in writing as the doubles were the default setting on the web site not the twin. One bed very poor, feet higher then your head, mattress worn out! Again the manager has suggested we didn't have a bad nights sleep and must be lying as mattress expensive. Staff dismissive and slightly rude, breakfast poor, warm milk for cereal as jug left on side, toast burnt & cold, eggs over cooked etc...I queried my point of view with the manager, he is trying to suggest I was not telling the truth again! Seeing the review beneath this one, they also had the same experience! Maybe we are both telling untruths! To top it all car parking challenging, very little parking (only really four spaces) and off a very narrow road, you either get blocked in or you block someone else in which leads to interruptions to move when necessary. When I pointed out my disappointment to the manager he said they are happy to move the cars if you leave your car keys at the reception. This was not offered to us, we just had a 'BANG BANG' at our door (maybe by the manager) asking us to move, no offer of help. I think they say one thing but do things to suit themselves and not their paying customers. I think this hotel has let its good reviews go to its head and feel they no longer need to try, they can't see any reason why anyone would not be happy but are not prepared to listen if you're not anyway.. No attention to detail, no passion and overrated.
- Official Description (provided by the hotel):
- The Abbey Hotel is a rare gem, a hotel that refuses to enter the modern world, choosing instead to linger in its serenely elegant past. The feel is of a smart country house, and the drawing room – roaring fire, huge gilt mirror, walls of books, rugs on stripped floors – is hard to beat. ... more less
- Also Known As:
- Abbey Hotel Penzance
- The Abbey Penzance, Cornwall