Roam40424337936
1 октября 2023 г.
I sent this complaint to the management after our stay, unfortunately, no response after a month despite two more emails. Very disappointing service from the Celtic Group. We stayed at your hotel Newbridge on Usk on Friday 1st September. When we first arrived we were met at reception by the manager who showed us to our room, The Peaceful Perch and first impressions were good. Until we looked in the bathroom, the tiles, floor tiles and glass wall in the shower were full of black mould. I went to ask the manager to take a look, he was quite defensive explaining that the rooms are cleaned daily. But I explained to him that this was not the lack of a daily clean but months of not being cleaned properly leaving mould spores all over the shower tiles, floor and glass. I could pick the mould off with my nails, so this is poor cleaning over a period of time. The manager said he would clean the shower himself. There were no other rooms with a walk in shower available to move to, and no offer to look at any other rooms. The next issue was that we went to the bar so he could get on with the cleaning. My husband requested a cocktail, but the inexperienced waitress/bar staff did not know how to make the cocktail and the manager was the only one who could make it but he was busy cleaning our bathroom!! She said the only alcoholic drinks she could serve was wine or beer. But when ordering the wine, she struggled knowing which wine we wanted. The manager returned from cleaning the shower and admitted how bad it was, apologised and offered a complimentary bottle of wine at dinner. He then brought over a complimentary cocktail to make up for not getting one earlier. When we got back to the room the smell of bleach was overpowering, so needed to open the windows. This is not good for someone with breathing issues, and the shower was still mouldy! Dinner was on the whole good, but the inexperienced staff need more training on serving at the tables, we felt we were lucky not to have the food and drink spilt on us, unlike another table who ended up with champagne and broken glass all over their table. The service in the restaurant is definitely not worth 2 rosettes, they need to be taught more etiquette. We returned to the room after dinner and the bleach smell was still so strong, so we had to sleep with the windows opened and had an uncomfortable night. In the morning after an unpleasant shower in a mouldy shower still with the strong smell of bleach, we were looking forward to our ‘full Welsh breakfast’, hoping that the hotel could redeem our poor stay, but we were quite shocked to be served a mediocre continental breakfast which is not what we paid for. Please see the booking, it clearly states a full Welsh breakfast, and we would not have stayed if it was continental. The member of staff at breakfast could not accommodate my husband being gluten free, so all he had for breakfast was a bowl of fruit. This is not acceptable. What was on offer was very po
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