Two couples near pensioner age drove down from Scotland and arrived late afternoon to find Hotel car-park full. Parking was nearby but expensive. We paid for sea view and were not disappointed.
The condition of the rooms seem to be a bit variable due to on-going refurbishment, ours was fine however our friends had some issues, no bath and only a shower, decor a bit tatty and so on.
We unfortunately elected for the 7.30 meal sitting, sat for ages before the order was taken only to have the waiter return half and hour later to tell us that the set menu (DBB) was finished and we were to choose from the a la carte menu. This was not satisfactory as our first choices were also unavailable. Basically we had to order from what was left, we complained and were offered a second bottle of wine on the house as recompense. This was considered an acceptable compromise until checking out we noticed the complimentary wine was charged “on the bill” We pointed this out to the receptionist who stated that as no one had told her about this agreement we had to pay. I pointed out that as I had only signed for one bottle, legally that was all I could be charged for.
The manager and other senior staff were not available to resolve these issues and she said that I had to make a statement explaining my reasons for refusing to pay. This I did, but on reasoning that it may be put on my credit card anyway I insisted on paying cash for the bottle due and getting a receipt. I was then presented with an Invoice for the money due and told this is what they use for a receipt. Pointing out that I had been an MD for twenty years and new the difference between an invoice and a receipt did not faze her at all. Only after argument from our group comprising a HSE Manager, a Hospitals Trust Manager and a HEO civil servant did she relent and add the word “paid” to the Invoice.
Training is clearly an issue in this establishment and the root cause of the meals failures and check-out problems. Resource was obviously an issue as the restaurant staff were failing to delivery despite working very hard. The hotel is in a beautiful spot and in general everybody seemed to be trying to get things right.
- Official Description (provided by the hotel):
- The Imperial Hotel, Tenby is built into the ancient stone walls of Tenby, overlooking its beautiful South Beach. The hotel boasts truly spectacular views towards Caldey Island. Inside the hotel, you’ll find a comfortable and charming place to unwind and relax. The Pembrokeshire region of South Wales is home to some of the most spectacular coastline in the British Isles. At the heart of this charming and picturesque setting can be found the town of Tenby, with its cobbled streets and ancient stone walls. The Hotel houses all of the amenities and facilities you would expect from a Coast and Country venue. In addition, our staff will offer you a warm, friendly welcome, and ensure that your stay is as relaxing and memorable as possible. ... more less
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- Also Known As:
- Imperial Hotel Tenby
- The Imperial Tenby Hotel Wales