This hotel stay was booked some time in advance, yet we were contacted a week before our stay where we were advised that our booking could not be honoured for that date as the hotel had double booked. We changed our dates and the hotel suggested that we could have a meal or bottle of champagne as a goodwill gesture for the inconvenience. After several phone calls and emails it transpired that the hotel were willing to pay for our first round of drinks at the bar only, and not in actual act what they had originally suggested as this had not been agreed with the "manager".
We decided to travel to the hotel anyway, and on arrival nothing was mentioned with regards to an apology for the double booking, nor any mention of the goodwill gesture. Fine, we checked in and the room whilst on the small side had been recently decorated, however :
*Mirror was hanging off wall in bathroom - we reported this and were advised someone would fix this, mirror was still hanging off when we checked out.
*Used toiletries left in bathroom half used. Dirty bath mat.
*Tea facilities and complimentary water had been used and not replaced (someone elses half drunk bottle of spring water.. yummy)
*Water mark on ceiling above what I can only imagine was the toilet of the room upstairs which you could plainly hear every time they flushed.
We went for a walk and on our return decided to order some drinks for the terrace. Around 20 minutes later I had to go back to the bar to find out where the drinks had gotten to as we were still waiting, apparently there was only one member of staff who could make a pimms. This was starting to feel a little bit like fawlty towers, the main problem I think is that they have way too few staff for a hotel of this side and they end up forgetting orders etc though there seems to be an abundance of "managers" however, none of which wanted to speak to the customers or have any dealings especially when anything hands on, like serving or taking orders is concerned, nor could they take ownership for anything that another of the "managers" had agreed to - sounded very much like passing the buck.
We eventually after waiting until our second day of the stay had to approach and speak to a "manager" at the hotel with regards to the goodwill gesture we had been promised who begrudgingly sent us a bottle of prosecco after an hours wait ( which is a far way from the £50 bottle of champagne which had been originally intimated ) but by this point we just wanted to leave the hotel as we felt very unwelcome.
The bar and reception back on to each other and I think the staff sometimes forget this when they are speaking to each other and customers. Other highlights of this stay :
>Gentleman swearing angrily and gesticulating at another gentleman in the car park one evening and then the next day could be found behind the bar.
>Female "manager" walking away half way through serving us drinks to answer the telephone, and then not returning.
>Male "manager" talking to members of staff as if they were something on the bottom of his shoe quite openly in the reception area. I was particularly disgusted with the way he condescendingly spoke to one member of staff.
>Female "manager" speaking to a customer on the telephone on the reception desk and then openly insulting the customer verbally once the call had ended.
I cant comment on the hotels restaurant as we didnt eat here other than for breakfast which was adequate, we felt quite insulted by the service we had received and considering it was the hotels issue that they had overbooked in the first place we would have expected better than this, even just an apology when checking in, but even this was too much effort. As it transpired the "manager" that we had been liasing with and had agreed the goodwill gesture in the first instance had been on reception when we checked in and so knew who we were, but failed to even acknowledge us and made himself scarce for the duration of our stay.
Dreadful attitude to customer satisfaction and service by the management of this hotel.
Anyone considering booking here would be well advised that the management have little apparent respect for their staff let alone their guests and this is evident in the attitude that we were shown during our stay.
Their website states "You are very welcome" and "Hotel Plas Hyfryd is superbly located to take a peaceful ‘away from it all’ break".
Needless to say I would find that statement principally flawed. Avoid.
- Official Description (provided by the hotel):
- Hotel Plas Hyfryd, a small privately owned 3 star hotel, is situated in Narberth, in the heart of Pembrokeshire and only a short distance from the seaside towns of Tenby and Saundersfoot. Being central within the county, Hotel Plas Hyfryd is superbly located to take a peaceful 'away from it all' break. Little is known of the Hotel's history, Thomas Thomas, a retired surgeon, built 'Belmore House' and lived here until 1829. The house was designed by James Hughes, who was responsible for much of the development in Narberth. The name 'Plas Hyfryd' translates to the English 'lovely palace', and when you enter the front entrance and are greeted with the palatial staircase, it is easy to see why. We have fifteen en-suite rooms, including family rooms and executive suites and a stylish restaurant with an excellent menu by one of Pembrokeshire's most renowned chefs. Our function suite has all the modern facilities and comfort you would require whether you are planning a wedding, family celebration, business conference, team building event or training day. We hope that we will have the pleasure of welcoming you as a guest at the Hotel Plas Hyfryd. Our team are committed to a friendly, personal and professional service and look forward to extending a special Pembrokeshire welcome! ... more less
- Reservation Options:
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- Also Known As:
- Plas Hyfryd Country Hotel Wales/Narberth, Pembrokeshire