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The Ship and Castle Hotel
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Reviews (503)
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Reviewed October 2, 2012

I was the leader of a group of 14 people (7 rooms).
Let's start with the positives. The hotel has a superb position and rooms with a sea view have a wonderful outlook. The restaurant and lounge areas too have good views over the natural harbour, and have recently been refurbished. The staff are very attentive and the breakfasts are acceptable if not very imaginative. There is no parking at the hotel but unloading outside the front entrance is not a problem and there is a long term public car park about 150 yards away with reasonable rates eg £10.50 for 3 day/nights.
The great drawback of the hotel however - and it is a very big one - is its rooms. Several are very small, and whilst a few bathrooms have been updated, the majority are simply unacceptable. The fittings are probably 1970s including original lino. There are taps with missing tops, hooks that are loose, showers (where they have them at all) that are almost impossible to adjust, loose toilet seats, and plenty of black mould etc etc. Our own room (and it was not the only one) had peeling wallpaper, globules of dust on the walls. and more black mould. The pillows were cheap and thin and the matress of one of the twin beds had very creaky springs.

We also had booking problems, inasmuch as being a Shearings hotel they are geared up to their own coaches and my group was a self drive, B&B only booking. Rooms - although clearly vacant - were not bookable via the website. A special phone call had to be made to another office in Guildford or somewhere to release a room at a time. We also wanted to book dinner on the first night, but according to reception at the hotel (when I phoned a month before our booking)this was only possible if we booked it on the week of the booking ("we order our food weekly"??!!), and it "should be alright". That was hopeless as there was the potential for them to still say "no". So we booked elsewhere for the first night and the hotel lost 14 covers.
So as the heading says - very mixed indeed, and too many drawbacks to be rated anything other than 2/5. It wasn't even a cheap deal at £49 per night B&B with sea view. We stayed in Penzance the night before our 3 nighter in St Mawes and had a sea view and immaculate accommodation for just £44.

  • Stayed: September 2012, traveled with friends
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3  Thank pantodame1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ShipandCastleHotel, General Manager at The Ship and Castle Hotel, responded to this reviewResponded October 3, 2012

Dear Guest,

Thank you for your recent review.

I agree with many of the points raised both positive and negative, and rest assured we will be working hard over the winter to improve those rooms which require further attention. Although I have to say that we have in the last 18 months refurbished the bar, lounge, restaurant, cafe, recpetion, cafe and 17 bedrooms, not to mention fitting a new lift - in total spending in excess of £250 thousand pounds. Our refurbishemnt is on a rolling plan and we aim to constantly improve all rooms where we can within our budget.

Hotels in St Mawes are generally more expensive than in other Cornish resorts and for your weekend our local like-for-like competitors were at least 15% more expensive than us on standard rooms and at least 20% more expensive for upgraded rooms.

I will go through your review on many levels with the hotel team and take appropriate action to improve the hotel and how we operate for future guests. Once again thank you for your review

Kind Regards
David McDonald
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed October 1, 2012

There are a lot of extremely hard working staff engaged at this hotel. What a pity a few things let them down. We were disappointed when we saw our room which clearly needed some TLC, I have never seen windows quite like the ones in our room, flaking paint and filthy glass, however all the usual facilities were provided and our linen was clean and the bed very comfortable. The restaurant was excellent - staff superb and the food was very good indeed. It was lovely to have breakfast 'cooked to order' rather than buffet style.

A few areas within the hotel could do with a 'make over' as there were doors hanging off hinges and cupboards containing all sorts of junk. As for entertainment - that was a joke as we only had one evening of 'so called entertainment' which resembled X Factor. A singer who could not sing!!

Opt for the room with a view of the harbour and you will not be disappointed - we took a sneaky look and the view is amazing and decor very nice indeed

Room Tip: Opt for a Harbour View - The rooms look brilliant
  • Stayed: September 2012, traveled as a couple
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Thank 808Lizzie88
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ShipandCastleHotel, General Manager at The Ship and Castle Hotel, responded to this reviewResponded October 2, 2012

Dear Guest,

Thank you for the time you have taken in reviewing our hotel. We take all feedback seriously and use it to improve the hotel for future guests.

The team will be very pleased with your comments, they are a huge asset to us and really do work hard. It is pleasing to see their effort recognised.

We have refurbished many rooms but as yet have not attended to all rooms, we will be working hard over the winter to attend to those rooms needing attention more urgently. Regardless of this I am delighted to read that you found your room generally clean and comfortable.

Your comments regarding our food are welcome particularly having worked hard on this recently with our Head Chef Suzie, we have changed all of our menus and it is good to see it has had an effect on our guests experience with us.

Entertainment is something which we rarely get negative comments about and I will this week raise these comments with our entertainers, if possible could you please contact me directly at the hotel to discuss which act you were relating to. Then I can audit their performance and take appropriate action where required to improve this important area of the hotel.

I hope you will have an opportunity to join us again soon - possible taking advantage of one of our fantastic special offers!

Once again thank you for your time

Regards
David McDonald
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 25, 2012

I dont know how Shearings allocate rooms, but the last four holidays with Shearings the rooms have been CRAP. How do you get a decent room I ask. I have even emailed head office asking the question but they havent had the decency to reply !!!!!! My wife and I had spring holiday to the Ship & Castle, Our room left something to be desired and when I told the manager that I wasnt happy he said he found it O/K when he slept in it. The food was acceptable, the bar was o/k. The best part was the staff all very good and knew their jobs.

  • Stayed: January 2012, traveled as a couple
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Thank Dave F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ShipandCastleHotel, General Manager at The Ship and Castle Hotel, responded to this reviewResponded September 28, 2012

Dear Guest,

Thank you for your review from January. Since January we have upgraded a number of rooms in the hotel, this has been well recieved by our guests. Possibly next time you may consider a superior or premier room for that added comfort? I will ensure your comments are seen by all the team.

Hope to see you again
Regards
David McDonald
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 24, 2012

We stayed 4 nights 5 day`s lovely view all over the harbour from our room. The room was rather small but very clean. The staff could not have looked after us any better, I would like to single out Tony on reception who was very helpfull, also a member of staff in the resturant by the name of Zoltan his service to us & others was superb. We stayed 3rd-7th September.
Ian

  • Stayed: September 2012, traveled as a couple
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1  Thank Ian T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ShipandCastleHotel, General Manager at The Ship and Castle Hotel, responded to this reviewResponded September 28, 2012

Dear Guest,

Thank you for your lovely comments following a stay with us. I will ensure all the team get to see your comments, especially Tony and Zoltan who will be over the moon.

Hope to see you again soon

Regards
David McDonald
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 19, 2012

The location of this hotel is stunning. It is well worth paying extra to upgrade the room and have a balcony. Food average but a la carte menu available. Very good service and polite staff. Overall a very relaxing weekend. Boat trips available to Falmouth and Truro.

Room Tip: Room 119 or 120.
  • Stayed: September 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank Carole M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ShipandCastleHotel, General Manager at The Ship and Castle Hotel, responded to this reviewResponded September 22, 2012

Dear Guest,

Thank you for taking the time to post a review following your stay at our hotel.

It is pleasing to read that you enjoyed your time with us, particularly enjoying the location.

I hope to see you again soon

Regards
David McDonald
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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