To celebrate a 2 year anniversary, I booked a one night stay and dinner via the hotel's website and, as it was meant to be a special surprise, opted for the Executive Suite which I paid for in advance. Following the instructions on the booking confirmation, I phoned up the reservations team to confirm my booking and reserve a place for my dinner. The person on the phone confirmed my order but, because of demand, requested that I changed my preferred dinner booking time from 8pm to 7.15pm and, on the understanding that they were busy, I was happy to agree.
Therefore, when we arrived at the hotel we were somewhat shocked and upset to hear that the 'executive room (double)' we had already paid for was not available and had instead been placed in the standard double/twin room. Despite explaining the oversight and showing our booking form, we received an unsympathetic response from the receptionist, flippantly excusing the mistake as a 'glitch on the system' and offered no initial resolution to the situation. It was only after further explaining that we had already paid the premium rate for the superior room that she was prompted to phone the reservation team to investigate the matter. However, not satisfied with our explanation, rather than look to find a suitable alternative, she asked the person on the other side of the phone "could you confirm that they have paid a higher rate than what they have been booked for?” Having received confirmation that our information was correct they offered to reimburse us for the difference but with no intention to put us in a room other than the one they had chosen to assign to us the only consolation provided was that the double/twin bed was "the same size as the one in the Executive Room"! Finally, after proceeding to express our disappointment that we were not going to get the room we had hoped and planned for, we were then offered a bottle of wine as way of compensation.
The room provided was pleasant and had all required amenities; however, it was considerably smaller and did not provide the level of comfort that we expected, also as the room description suggested the so called “same size” bed was two single beds pushed together which created an uncomfortable cavity in the middle of the makeshift double bed which got gradually bigger during the night.
After, putting the initial disappointment of the room behind us we looked forward to a romantic meal. Believing that the restaurant would be busy, we promptly arrived at 7.15pm as instructed, however when escorted to our table we were again in a state of bemusement as we discovered that were the only ones there. Being the sole diners, we were then subjected to an overzealous waiter service, with the young inexperienced waitresses giving us little time and space to settle and relax. Following our every movement they hovered around us, peered around corners, and took turns to visit our table at any opportunity. We appreciate that the waitresses were only trying to be attentive and hospitable; however the degree of their presence made us feel rushed and encroached our dining experience. This was also not helped by the speed at which the food was brought to the table with almost no time to rest between courses. The overall standard of the food was good, although I felt that £11.50 starter warranted more than one scallop cut in half!
Within the limitations of the service, we tried our best to make the most of out our sitting as much as possible, however this could only be stretched to 8.30pm, by which time we felt inclined to seek solitude on our twin beds!
In conclusion, due to a number of oversights, poor service, and general complacency our stay at the Newbridge on Usk fell some way short of our expectations. Aesthetically the hotel is very nice and the food was enjoyable, however sadly these two elements did little to compensate for the disappointment. Consequently, instead of providing a special and memorable occasion we were given a regrettable and forgettable experience. I appreciate that maybe due to different circumstances other contributors to this site may have not shared the same level of dissatisfaction, however if you are planning on choosing this venue for a special occasion or a romantic get-away then I would recommend opting for one of the better hotel / restaurants in the area.
If you are booking online, it is worth phoning the hotel directly to ensure that they have received...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.