The Headland Spa

The Headland Spa (紐奎) - 評論

The Headland Spa
4.5
上午 9:00 - 下午 8:00
星期一
上午 9:00 - 下午 8:00
星期二
上午 9:00 - 下午 8:00
星期三
上午 9:00 - 下午 8:00
星期四
上午 9:00 - 下午 8:00
星期五
上午 9:00 - 下午 8:00
星期六
上午 9:00 - 下午 8:00
星期日
上午 9:00 - 下午 8:00
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4.5
542 則評論
非常好
370
非常好
106
一般
39
19
糟透了
8

JoSilly
英國紐奎11 則投稿
Visited yesterday with friends for a lovely spa day. The facilities are absolutely fantastic and the new aqua pools are out of this world. Natalie the therapist that did my treatment was great, so attentive and professional and was very knowledgeable about all the Elemis products that she helped me with when my treatment ended.
My one and only complaint would be the attitude of the girl working in the reception of the spa. Everything seemed to be an effort for her, she was so unwelcoming and I did not see her break a smile once all day. I suggest maybe a little extra training in customer service would be great for her moving forward in her role or if she clearly dislikes her job that much then she would be more suited to a different career?
發表日期:2021年10月25日
這則評論是 Tripadvisor 會員的主觀意見,而非 TripAdvisor LLC 的意見。
Thank you so much for taking the time to let us know how much you enjoyed your spa day here. I am really glad to see that your treatment was so good and Natalie will be very pleased at your lovely comments. It is also good to see that you enjoyed our fabulous Aqua Club. I hope we will see you often in the future. Kindest regards Wyn
發表日期:2021年10月27日
這則回應是管理階層代表的主觀意見,而非 TripAdvisor LLC。

strontium38
英國萊切斯特329 則投稿
I visited for two different spa days in September and October. Both really enjoyable days, one including use of the Aqua club which was stunning. Lunch was delicious on both days and the staff were friendly, professional and helpful. The relaxation room was divine! I had various treatments, my favourite being the frangipani body wrap. Becky who works in the spa is an absolute credit to the headband and made my day absolutely unforgettable. She tailored my morning & afternoon treatments to ensure there were no repeat treatments and advised me on skincare products. Loved both the Couture touch and wrap which suited my needs. Becky is an incredibly professional and knowledgeable young lady. Becky is the type of person who makes a difference between whether I would revisit the headland or try alternatives in the area. I’ve been to spa at Watergate which is also nice but as far as customer care the Headland are head and shoulders above the rest, especially Becky. I will be back each year. Thank you
發表日期:2021年10月22日
這則評論是 Tripadvisor 會員的主觀意見,而非 TripAdvisor LLC 的意見。
Thank you very much for another fantastic review. We are so pleased that your visits to our Spa and Aqua Club have been so enjoyable. Becky is definitely one of our shining stars and we really appreciate your recognition of her skills and professionalism. We look forward to seeing you next year. Kindest regards Wyn
發表日期:2021年10月23日
這則回應是管理階層代表的主觀意見,而非 TripAdvisor LLC。

Karen J
5 則投稿
I had 2 recent Spa Days at the Headland. One including use of the new aqua club which is a stunning oasis of calm! Lunch both visits was delicious.

Staff were friendly and professional both times and keen to help even when my locker broke!

A massive star was Becky who I had the pleasure of meeting for a Couture Touch and Frangipani body wrap ! She was absolutely fantastic. Listened attentively, understood my needs and explained the treatments well. She was flexible in amending them as I had inadvertently chosen treatments that both included a facial

Both treatments were amazing as was my treatment the first visit.

I’ve been to many spas and a fair few in Cornwall and it’s the staff at the Headland that make it stand out as head and shoulders above the rest. From reception to maintenance to therapists.

A massive thank you to Becky though who really is an absolute credit to the Headland team. This is what excellent customer service looks like. I bought a lovely set of products recommended to me and am loving then all.

Will definitely be returning
發表日期:2021年10月14日
這則評論是 Tripadvisor 會員的主觀意見,而非 TripAdvisor LLC 的意見。
Thank you so much for your superb review. I am delighted o see that you had such a wonderful experiences in our beautiful new Aqua Club and then in our five bubble spa. Thank you for praising our staff team so highly and in particular Becky's skills. It is always so nice when our talented and professional staff are given the credit they deserve. It is lovely to see that you will be returning and we look forward to welcoming you back. Kindest regards Wyn
發表日期:2021年10月23日
這則回應是管理階層代表的主觀意見,而非 TripAdvisor LLC。

Sophie
6 則投稿
2021年8月 • 夫妻情侶
My husband has never been to a spa before so he enjoyed it but I love spas, have been to many, and was disappointed by this one. As always, it’s definitely oversold on the website and underwhelming in person.

The “thermal journey” was just a sauna, a spa, two “showers” with different settings (basically hot or cold) and one small hot tub (which was almost always full with people). The pool itself was cold and had lots of tiles broken off and loose at the bottom. There was nowhere to lounge around the edge of the pool to read/relax, just a few upright chairs to put your robes on.

The relaxation lounge is I suppose an alternative to having loungers around the pool, but it was dark and the chairs were deceptively uncomfortable. It was also supposed to be quiet but at one point was full of two groups of people just chatting at full volume. At least 3 different members of staff came in at different times and didn’t ask them to be quiet.

Our “spa day” included a one-course lunch, which was 3 salad options, and a glass of Prosecco. I get this is a spa (health and all that) but for the price, it would’ve been nice to have more options outside salad. We each had a side of chips and my husband had two coffees which came to an extra £17 at the end!

We also each had a Rhassoul treatment which was nice (had no idea what it was beforehand) and I had a back, neck and shoulder massage which was lovely.

I wouldn’t visit again. Maybe I’ve been spoilt by previous spas but this was overpriced for what it was and considering the hotel is overlooking the sea, the two main areas (pool/spa and relaxation lounge) just felt quite dark and claustrophobic.

I’ve since found out that we could’ve paid extra for the “aqua club” which looks miles better - however this isn’t available as part of the normal spa day. You’d think it could have been suggested as an add-on at any point in the process.

PS if you’re a spa connoisseur and you’re ever anywhere near Berkshire, visit Nirvana Spa. Oh. My. God. Heaven on earth.
發表日期:2021年8月7日
這則評論是 Tripadvisor 會員的主觀意見,而非 TripAdvisor LLC 的意見。
Thank you for your comments. I am glad to see that your husband enjoyed his spa day and that you liked your Rhassoul treatment and massage. It is a shame to see that you were otherwise unimpressed but thank you for taking the time to give us feedback. Kind regards Wyn
發表日期:2021年10月23日
這則回應是管理階層代表的主觀意見,而非 TripAdvisor LLC。

Katrina L
英國聖奧斯特爾21 則投稿
Stunning hotel and location had a spa day there for wedding anniversary which I had to cut short due to smashing my knee on the side of the pool which resulted in having to get a first aider with ice as knee instantly bruised and swelled and was cut , fortunately no serious damage but emailed them afterwards as the only thing that they took was my name and I feel it is a safety issue with the pool as it looked like a step into the pool but wasn’t have had no response to email nor any call email or anything to see if I was ok such a shame as it’s a lovely hotel but they need to focus more on the customer especially when something happens as it’s not cheap they are lucky I didn’t do more damage or make something more of it just hope they rectify what I feel is a safety issue
發表日期:2021年6月19日
這則評論是 Tripadvisor 會員的主觀意見,而非 TripAdvisor LLC 的意見。
Dear Katrina I am sorry to see that you hurt your knee during your spa day and I hope it is now fully recovered. I do apologise for the lack of response to you earlier, I believe this must have been due to severe staff shortages in this very difficult year. I have just been made aware of your comments and I am really sorry that your spa day was cut short. If you are able to visit us again we would love to see you. Very best wishes Wyn
發表日期:2021年10月23日
這則回應是管理階層代表的主觀意見,而非 TripAdvisor LLC。

Ben Bonser
1 則投稿
Were treating poorly and rudely by staff including manager. Partner left in tears on drive back on Bank Holiday Monday. Curious to know if the way we were treated had a racial element? Who knows but I would not be surprised. We decided to drive home forgoing over 110 pounds of pre paid treatments at the spa. Sad times. Avoid at all costs
發表日期:2021年5月31日
這則評論是 Tripadvisor 會員的主觀意見,而非 TripAdvisor LLC 的意見。
Good Afternoon, Thank you for taking the time to leave feedback for us, albeit I am saddened to read about your experience. I have tried to have a look into this to see what has happened, however I am struggling to find your booking on our system. Can I please confirm that it was the Headland Hotel & Spa in Newquay that you were booked into? If this is the case, please may I ask that you give us a call on 01637 870200 or email us at spa@headlandhotel.co.uk so that we can investigate this further for you. Kind regards, Steph Cruse Assistant Spa Manager
發表日期:2021年6月2日
這則回應是管理階層代表的主觀意見,而非 TripAdvisor LLC。

Georgina S
英國Buckhurst Hill71 則投稿
2021年5月 • 好友旅行
The spa is breathtakingly beautiful, every touch has been curated to make it a lovely, tranquil space. The therapist and treatments I had were amazing and the treatment room was beautiful. Nadia is a lovely lady and explained the treatments so well and delivered them to an exceptional standard. The reason that the review is not 5 stars is that there was a chunk of plastic in my lunch. This was reported to staff and they gave a replacement dish, however it did put a dampener on a lovely day. I would throughly recommend the spa as a whole as a lovely way to spend the day with incredible sea views
發表日期:2021年5月28日
這則評論是 Tripadvisor 會員的主觀意見,而非 TripAdvisor LLC 的意見。

Tasha Jenkins
2 則投稿
2020年9月 • 好友旅行
Shocking customer service. Had to resort to a county court claim when they refused to refund me for a spa day package they subsequently couldn’t deliver. Patronising and belittling responses to reasonable and polite requests for a refund.

Having used the spa in the past, I would have happily booked again in the future when the facilities were fully available but looks like I’m probably on a black list.............

Far classier hotel spas around
發表日期:2020年9月16日
這則評論是 Tripadvisor 會員的主觀意見,而非 TripAdvisor LLC 的意見。

Paulpro
7 則投稿
2020年9月
Did not even arrive here so cannot comment on the facilities, but the reception staff are enough to put you off booking. I had the misfortune of trying to book via somebody called Dawn and the way I kept being called by my husband's name and the fact that none of my questions were directly answered, I had to wait 24 hours for a quote and there was a general lack of interest has made me question their customer care. Sorry but I’m booking elsewhere.
發表日期:2020年9月14日
這則評論是 Tripadvisor 會員的主觀意見,而非 TripAdvisor LLC 的意見。

Hoffette
英國倫敦16 則投稿
I booked a seven-day stay here before going to visit my family on the other side of Cornwall in order to give myself a chance to de-stress and make the most of my stay with them. I'd previously stayed at the Fistral Beach Hotel and Spa on the other side of the bay for the same reasons – the spa and the view – but things have been looking up at work and thought I'd treat myself to the extra star this time.

It was August, so peak season and therefore around £400 a night. It's a lot for a hotel but, boy, did I need a break and expectations were high. So I was a bit surprised to be told when I arrived that I needed to pay the entire amount for seven days before I had even seen the room. Talking to people afterwards they suggested that the hotel may be having cash-flow problems due to the late start to the season for Covid reasons. Kind of understandable, I guess. But they had a substantial deposit from me already, plus my credit card details: I wasn't going to do a midnight flit. Equally they weren't doing me a favour: they were selling me a stay at their five-star facility and this made me feel like a cash cow. Also on a practical level, what if the room hadn't been what I booked?? This sometimes happens. Knowing what I know now it seems unlikely I would have been refunded any difference in price.

Fairly soon afterwards, when I went down to the spa for my first steam (I'd been planning to spend a couple of hours a day down there), I discovered that the sauna and steam rooms were just closed, with notes of the door saying that this was due to government guidelines. The "thermal experience" had been at the top of my list of reasons for booking and the website simply said that the spa had reopened: no exceptions, no caveats.

I raised this discrepancy with staff and was asked if I wanted to make a complaint. I really didn't. I didn't want to have a confrontation with anyone. I was just bitterly disappointed that one of my main reasons for making the trip – something that was offered on the website – was not in fact available. I felt really let down and kind of exhausted that the stress I was trying to get away from had followed me to Cornwall.

I waited until the next morning to talk to "management" about this, since really who wants to have to go through all that when you're supposed to be on holiday? When I reluctantly did I was told (1) it was the government's fault due to Covid guidelines and (2) it was my fault for not questioning staff more closely when I booked. I asked the manager in question – Tom – if he had any idea how hard it was to reach anyone on the telephone at the hotel (its own website encourages people to do everything online for exactly this reason) and he just said "No".

What should have happened at this point, I think, is that the hotel should have said "Sorry, here's a voucher" or something, as the onus really is on them to be clear on the website if facilities are not available – in fact I can see that since my departure they have done exactly that. As things stood, though, the rest of my stay, while enjoyable in many ways, was kind of blighted by this experience for me. It's not reasonable to be expected to pay for facilities that are offered but not available. And the management response when I raised it was certainly not how a five-star hotel usually behaves.

After my conversation with Tom I decided not to spend any more money on food or drink at the Headland until the issue was resolved. I'd had a lovely meal on the first night for around £100 that I would have been happy to have repeated every night of my stay. So it's fair to say that, financially speaking, this attitude to their female solo travellers is counterproductive.

I tried again on my last night to sort this out by email. But it wasn't resolved by the time I left.

Afterwards I received phone call from one of the owners, apologising for the absence of the sauna and steam rooms but not offering any refund or incentive to return. And then his wife (I think) spoiled it about five days later by sending me a shirty email explaining that – in addition to it being the government's fault that their spa and sauna were closed – it was also the fault of every other spa in the country, many of whom also don't mention on their websites that their facilities are incomplete. Seriously. It was like she was trying to spoil the rest of my holiday as well. I can tell she doesn't flinch from a fight but question whether being confrontational like this with guests is ever a good idea? I went from feeling like a cash cow to a punching bag.

While all of the non-management staff I dealt with were lovely - in particular one of the concierges, Sarah, who really pulled out the stops to get reservations for me at interesting spots elsewhere despite tables being at a premium – it seems fairly obvious now that the weirdness I experienced was a result poor decision-making coming right from the top of this business.

The views are great (and Chloe gives a great massage) but the service is seriously lacking.
發表日期:2020年8月23日
這則評論是 Tripadvisor 會員的主觀意見,而非 TripAdvisor LLC 的意見。

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