We were supposed to stay Wednesday 28th May until Friday 30th but decided to leave a day early. When we got to the hotel the staff charged £279 to our card although we had already paid in full in advance and refused to refund any money until we checked out even though they admitted the mistake was all there's. They also refused to give the card reader receipt as proof of transaction. My wife had also booked a spa package which is meant to include treatments, lunch, robes and slippers. The spa being more of a pool with a recreation centre feeling offered no such thing, when asked for lunch staff took our order and we were sent to the hotel bar, the bar had no record of our order and then charged for the food. We had to speak to 3 members of staff including management before this was rectified and at no point was an apology given; not the relaxing spa environment you'd expect!
The next day we had a nice time in the town centre enjoying the Living coast aquarium and the big wheel we also had a great meal out at Cotten eye Joe, once back at the hotel we struggled to settle. The bed mattress was very worn with uncomfortable springs. After a couple of hours we couldn't get comfortable enough to get to sleep. It was at that stage we decided to just leave. We checked out just after midnight and got home in the very early hours. We really enjoyed Torquey and would defiantly visit the town again but will NEVER stay at a Puma hotel again.
Poor service, bad management and uncomfortable rooms. We are still waiting for the £279 charged from our account.
- Official Description (provided by the hotel):
- The Imperial Torquay is a 19th Century four-star hotel in a stunning cliff-top location on the English Riviera. Just a mile from Torquay train station, and 10 minutes walk from the town centre and its famous promenade, this Mediterranean-style hotel is a great base for exploring Devon and North Cornwall. Close by are sandy beaches, the Eden Project and Dartmoor National Park. After a day of exploring relax in the Health & Leisure Club then enjoy delicious food in the award-winning Regatta Restaurant. ... more less
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- Also Known As:
- Imperial Hotel Torquay
- Barcelo Torquay
- Imperial Torquay
- Torquay Imperial Hotel
- Hotel Imperial Torquay
- The Imperial Torquay Devon