Merchants Manor Spa

The accommodation was much better than we could have hoped for. The staff were excellent and couldn't have done any more to make our stay memorable. Breakfast was amazing, and there was plenty to eat, which set us up well for the rest of the day. Thanks to all at Merchant's Manor.

Whenever we visit Cornwall, we always factor in a stay at this this venue. On this occasion we took advantage of their 3 nights for 2 offer including breakfast. From the great aroma as you enter the main hall, the warm friendliness of the staff (several faces we recognised) to the amazing view from our room, once again we were not disappointed. They have introduced a Grazing Plate menu which looks interesting. Although we didn't sample any, they are definitely on our radar for next time. If they taste anywhere near as good as the Shakshuka I had for breakfast, I will be a happy so n so. Although the hospitality industry has been through difficult times, it is so pleasing to see that Mia, Max, Simon and the team have maintained their high standards. Looking forward to seeing you all again next year.

We noted the 3-4-2 offer on the Hotel Website but could not find it available for our chosen dates in the Hotel Booking engine. We contacted the Hotel as there were no date restrictions on the offer as published on the website (where other offers on the website e.g. Stay VAT Free stipulated restrictions). We were taken aback by the replies we received from the Hotel which for us seemed hugely defensive, accusatory and immediately became very entrenched. We were concerned that this was representative of the service we might receive if there were problems during any stay and immediately cancelled our reservation. My original Tripadvisor review was not well received by the Hotel and another defensive reply was posted. Since this, the Hotel Management and I have exchanged a more empathetic email in which the Hotel apologised for suggesting I had demanded anything. Sadly the Hotel Owner then reposted their original and untrue response to my updated Tripadvisor review, suggesting that I demanded a discount, which I did not, also posting my previous volunteer job role. The business also claimed that the terms of their offer were clear which they were not - please see the full website description of the offer (attached as a photo) which has NO date restrictions on it and then simply clicks through to the Booking Process. The business has been so defensive and effectively rude that I would never stay here. I tried to find dates for several of their offers Stay VAT Free etc using off peak dates in October, November, January......on none fo the dates I selected could I find an Offer that was valid. Hopefully the Hotel will read this and simply add three words to their 3-4-2 Website Offer i.e. "Date Restrictions Apply" - and all they had to say was thank you for pointing out the mistake.

Went back a second time to Merchants for our first wedding anniversary after having got engaged there 2 years ago. We had the best time. The food was lovely, staff are so polite and friendly and cant do enough for you. We had a really relaxing stay and our room was beautiful. The comfy sofas by the restaurant were a perfect place to sit and read with a cuppa. Will be back again soon.

We noted the 3-4-2 offer on the Hotel Website but could not find it available for our chosen dates in the Hotel Booking engine. We contacted the Hotel as there was no date restrictions on the offer as published on the website (where other offers on the website stipulated restrictions). We were taken aback by the replies we received from the Hotel which for us seemed hugely defensive, accusatory and immediately became very entrenched. We were concerned that this was representative of the service we might receive if there were problems during any stay and immediately cancelled our reservation. My original Tripadvisor review was not well received by the Hotel and another defensive reply was posted. Since this, the Hotel Management and I have exchanged much more empathetic emails which were much appreciated.

Sadly we did not get to stay at Merchants Manor, but I suspect it was a lucky escape. We tried to book and sought help with some of the Website Offers. The responses we got from the Hotel Staff completely put us off ever wanting to stay at this hotel and we cancelled the reservation we had made on the basis of the arrogant, passive aggressive and unnecessarily defensive replies we got which made I suspect that the service in the event of any issue would be more than painful.