Had a very disappointing Sunday lunch at this hotel today. Waiter service was haphazard - we had to request both the wine list and a jug of water. Bread brought to the table was on the stale side, only made edible because the butter was actually quite good. Whilst the cold starters were passable, (maybe these had been plated up in advance), the main courses could only be described as awful, unless, of course, you have a predilection for tepid school dinners! Three plates were sent back to the kitchen to be replaced by 'piping hot' substitutes, only to find that some of the vegetables were still almost cold. We suspected that the chef was on his day off! In the end we paid for only one of the main courses. The head waiter/ restaurant manager was profuse in his apologies to an almost embarrassing extent. We did feel a little sorry for him. During the course of our stay we also overheard him apologising to another customer. Having declined the desserts, we beat a hasty retreat, stopping only to visit the toilets which we found to be rather cramped and grubby. This is just not what we would expect from a three star hotel. Our experience today was all the more disappointing as I have a family connection with Usk going back over many years, and my great uncle was a local fisherman of some repute who frequented The Three Salmons. Surely you can do better than this!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We are sorry to hear about your far less than satisfactory visit to The Three Salmons, and hope that we can address some of your comments.
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You have mentioned the need to request a wine list which is a perfectly valid point. Unfortunately at the time of your visit we were waiting for some new wine list covers to be printed meaning that we had far fewer wine lists to go around than we would usually do. Ordinarily we would always try to present the wine list at the same time as menus, but unfortunately this is was not possible on the day of your visit.
We agree your comments about jugs of water on the tables and apologise for the lack of these. We are now implementing a policy of automatically providing a carafe of iced water on each table in the restaurant. The tables in our bar are sometimes smaller and get crowded with too many glasses, but we will always provide water and water glasses on request.
We were very surprised that the bread appeared to be stale. All of our restaurant bread is baked on the premises and we cannot see that there were any other comments made by our diners on that day. We are sorry that the bread was not up to our normal standard and both Kitchen and waiting staff have been made aware of this. We enjoy many positive comments regarding our home-baked bread, which is included in the price of our Sunday Lunch .
We are also sorry that you could only describe your starters passable. For our Sunday Lunch service we usually offer a choice of five starters, some of which will be hot and some will be cold. All starters are prepared to order, and none are plated up in advance.
We are of course aware of your complaints about the temperature of your main courses since you entirely properly and reasonably raised the issue at the time. Our kitchen operates in the same way as most commercial kitchens and there is no reason that your meals should have been cold or tepid, and certainly not the second time around. Staff are aware that this is unacceptable. We take pride in the quality of our food and where a meal does not meet a customer's standards (or our own) we will always look to deal with complaints quickly and efficiently which is why, in this instance, you were not expected to pay for some of the meals.
We regret that you chose not to stay for dessert, and have noted your comments regarding our toilet facilities. You will have noticed during your visit that works are currently being carried out to our public areas which will soon involve refurbishment of the toilets on the ground floor.
It is very clear that your visit was not a satisfactory one and we can only apologise, once again, that this is the case. For the vast majority of our guests your experience is not a typical one and we would very much welcome the opportunity of inviting you back to demonstrate the standards of service and of cuisine that we constantly strive to deliver.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.