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“Imperial ‘Sunshine’ and ‘Shadows’ !”

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The Imperial Torquay
Ranked #24 of 87 Hotels in Torquay
Sprockhövel, Nordrhein-Westfalen, Germany
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
“Imperial ‘Sunshine’ and ‘Shadows’ !”
Reviewed 20 August 2014

The Imperial Hotel in Torquay, is a “4-star” hotel with standards that vary between 1 and 5-star in my humble opinion !

The ‘Sunshine’:
- The location, probably the best panoramic sea views of Torbay and the coastline !
- Good choice of indoor and outdoor pool facilities.
- Very good breakfast and bar service.
- Many professional, friendly and helpful staff:
* Mrs. Natasha Williams (Reservations Department)
* The breakfast service manageress and team.
* The room cleaning manageress and team.
- The hotel architecture- grand spacious, marble reception rooms etc.

The ‘Shadows’:
- The room price/size ratio, small twin rooms with balcony and sea views (“Deluxe”)
- The condition of the rooms:
* Damaged double-glazed windows and doors, handles, locks and seals
* Older plumbing- step into bath shower-type, weak water pressure, surging taps.
- The condition of the outer, room doors:
* Loose door-lock strike plates
* The outer door slams ! Some doors have dampers, many don’t.
- The unhelpful, inflexible service of some of the reception staff:
* As directed by Samantha (Duty Manager – Reception)

After explaining my dissatisfaction (above) with one of our two booked rooms, I requested an alternative “Deluxe” room from one of the junior reception staff. Unfortunately, the only other room available was £40 more and that it’s balcony was unusable / in repair ! I asked to speak to the manager (Samantha) who also saw no problems with suggesting an additional charge for an “upgrade” that was clearly not fully usable / in repair.

Samantha was also unwilling to adjust our bill accordingly for the condition of our “Deluxe” / "refurbished" room.
We were left with a ‘take it or leave it’ situation (I had already paid via credit card).
Under the circumstances, I had no other choice but to confirm our acceptance of our reserved rooms to Samantha, but that the Hotel would receive a poor recommendation from me on Trip Adviser – she seemed to be satisfied with this !

Room Tip: If you can afford it, get a room with a sea view.
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  • Stayed August 2014, travelled with family
    • Location
    • Sleep Quality
    • Service
Helpful?
3 Thank Simon B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TheHotelCollection, General Manager at The Imperial Torquay, responded to this review, 1 September 2014
Dear Guest,

Thank you for your comments on your stay with us, I am pleased to hear you had an enjoyed our panoramic sea views, and leisure facilities. The team members were delighted to receive your recognition of their service

I am focused on improving the hotel facilities and service and your feedback will help us in this goal.

Gwyn Gibbons
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
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York
Level 3 Contributor
11 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 19 August 2014

I have decided to score the Imperial - we went for a week all inclusive which was £1500 for me and the wife and the daughter came free.

Staff - 5/5 - helpful attentive and nothing is too much trouble. The service in the restaurant was sometimes slow but always attentive and nothing is ever too much trouble. The staff are a major asset.
Food 5/5 A-la-carte,Table-dote excellent the food is excellent and there is plenty of it. The Brittania Bar is a little bit "fast foody" but what do you expect. The breakfasts are gorgeous, thick sliced bacon thatis obviously farm bought and everything else was freshly cooked. A massive selection of hot and cold. Fruit juices, pastries, bread selection, cerials go to make the breakfast experience a great start to any day.
Infra structure 3.5/5 - seen better days the pool, sauna, hot tub, changing room all need a makeover the gym is fine everything you need to pull a muscle. The communal areas - bar, orangery, reception corridors exude its luxurious past with great edwardian and victorian [wrong way round] features but the family rooms need some attention. The family rooms need some TLC and a makeover, the wallpaper was bashed the bathroom was old and a bit worn out .
Cleanliness 3.5/5 - communal areas 5/5 but the beadroom - room 27 was a bit tardy bringing the average down - The FSA rating was a 5.
Value for money - given the sum we paid for a full week all the wine and food and song you can eat drink and wade oner's way through got to be a 5/5 even though they have put a limit on which wines you can have.
Views 10/5 - a stunningly beautiful part of the coast from which you can see the whole English Riviera, the restaurant gives you 180 degree views and they are to die for.

All in all a lovely place, peacefull and relaxing......
All in all a

Room Tip: Dont go in a family room unless you have to.
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  • Stayed August 2014, travelled with family
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank BomberYork
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TheHotelCollection, General Manager at The Imperial Torquay, responded to this review, 1 September 2014
Dear Guest,

Thank you for your review on your family holiday with us, I am pleased to hear you had a lovely stay here at The Imperial Hotel.

I also acknowledge your feedback we are focused on improving the hotel facilities and service and your comments will help us in this goal.

I hope to welcome you back to the Hotel soon.

Gwyn Gibbons
General Manger
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Bristol
Level 4 Contributor
30 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
Reviewed 19 August 2014

We spent a 4 day break in this hotel on a DBB basis . We were not disappointed . We were well satisfied with the accommodation , the room being spacious and well appointed , albeit slightly dated , as one would expect in this age of hotel . Plenty of cupboard space and large bathroom .
Food in the restaurant was excellent and the service likewise .
At breakfast a good selection for all tastes , my only gripe is that as with all help youself buffet breakfasts , the food is often not hot , despite hot plates but you get used to that . Beautiful views looking out over Torbay . A clean outdoor pool and a very well equipped indoor gym and heated pool and spa which waqs well patronised . I'd definitely go there again if there is a good offer on . We don't usually go away during school holidays and there were a lot of families there . Fortunately , the children , of the parents who frequent this type of establishment , are well behaved ! They have children's activities which obviously help to keep the cost of a family holiday at a reasonable level .

  • Stayed August 2014, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
Helpful?
Thank gerry49
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TheHotelCollection, General Manager at The Imperial Torquay, responded to this review, 1 September 2014
Dear Guest,

Thank you for your comments on your break with us, I am pleased to hear you had an enjoyable experience here at The Imperial Hotel.

I look forward to welcoming you back to the hotel in the future.

Gwyn Gibbons
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Torquay
Level 2 Contributor
6 reviews
5 hotel reviews
Reviewed 18 August 2014

Upon arrival the outside of the hotel looked a little tired. However, our deluxe room was spacious with amazing views over the bay. If the weather had been a little warmer, we could have made use of the sun loungers on the balcony. The breakfast and dinner were very good. The hotel was very busy and at times the restaurant service was slow. This did improve as the evening progressed.

  • Stayed August 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel

Helpful?
Thank Adamthewhite2014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TheHotelCollection, General Manager at The Imperial Torquay, responded to this review, 1 September 2014
Dear Guest,

Thank you for your comments on your stay at the Imperial Hotel, I am pleased to hear you had an enjoyed our spacious rooms and amazing views overlooking Torbay.

Hope to welcome you back to the Imperial Hotel in the future.

Gwyn Gibbons
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level 3 Contributor
11 reviews
common_n_hotel_reviews_1bd8 22 helpful votes
Reviewed 17 August 2014 via mobile

I can't really write a review on this place as I tried ringing them three times with just being left with the annoying musical answer phone queue. Nobody answered after three attempts. Rang the grand hotel after not being able to get through to the imperial and got answered promptly by their very polite staff.
Good show NOT!

Stayed August 2014
Helpful?
2 Thank julian l
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TheHotelCollection, General Manager at The Imperial Torquay, responded to this review, 1 September 2014
Dear Guest,

Thank you for your feedback, we acknowledge your comments and will review these in detail to make improvements for the future.

Gwyn Gibbons
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Bristol, United Kingdom
Level 5 Contributor
48 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 46 helpful votes
Reviewed 16 August 2014 via mobile

The imperial is a gorgeous, grand, comfortable hotel. Ignore the first impression which is a bit plain and run down. Once inside you'll appreciate the chandeliers, the wide corridors and just a general feeling of old fashioned class. Your welcome is warm and the reception is organised and friendly.
We had a sea facing room - really good size, comfy huge bed and a large lovely shiny bathroom, found it all spotlessly clean.
It was our 2 nd visit and both rooms were fab.
The views from the restaurant, rooms and bar are beautiful.
We sat having a nice cold glass of wine after evening meal looking across the whole of torbay - stunning!
Drink prices a bit steep, but not unexpected in a four star hotel in such a setting. Bar staff friendly and efficient and fun!
The one area where improvement is needed is the restaurant- on the first night they did not have our booking, did not matter as seated us no problem, but was sign of things to come... The issue was the wait! Both nights service very slow, and disjointed. Staff seemed overwhelmed, maybe not enough of them?
Some were polite and enthusiastic and keen, some not looking so happy in their work!
Food took ages to come out, it's a set menu, it should be ready to serve at kitchen level.
You were given a bread roll, 10 mins later
Your order was taken, another 20 mins a bowl of soup.... and so it carried on!
It was just annoying to have to call someone over to ask to get a drink, they are waiters - they should be watching their tables.
On 2 nd night we waited 40 mins for our main course, eventually we asked someone - they said ' your order did not get through, some mistake with the computer ' just poor I think and embarrassing for us, we felt like going elsewhere but it was awkward.
Our meal arrived after and was okay, the portions are very small please note!
Trendy eating I know.
We did not see the glass of bubbly which was included In the deal we booked either night and did not want to ask.
They did give us a complimentary drink to compensate for the error with meal.
Staff need major training, as the previous reviewer said - Gordon Ramsey style!
They seem inexperienced, but even then someone needs to take control and guide them. And once you get good well trained staff, value them, keep them?
Moving on. ...
Breakfast was fine, great choice, replenished regularly and hot.
Anything you fancied, hot and cold and help yourself
We walked through the hotel grounds
And noted they are well kept. The pool looked nice, plenty people using it.
The hotel is in great position for all that torqusy has to offer.
I think if restaurant service were to improve to the 4 star level expected then this hotel should be no 1 on trip advisor not the poor number 55 it currently is, if I was the owner / manager I would not rest until I was there, at the top of the pile, the grand old imperial deserves it!

Stayed August 2014, travelled as a couple
Helpful?
3 Thank helen h
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TheHotelCollection, General Manager at The Imperial Torquay, responded to this review, 1 September 2014
Dear Guest,

Thank you for your feedback regarding your second visit at the Imperial Hotel. I am delighted you enjoyed our fantastic views overlooking Torbay and the charm of the hotel.

I acknowledge your comments and will review these in detail to make improvements for the future.

I hope to welcome you back to the Imperial Hotel.

Gwyn gibbons
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level 3 Contributor
23 reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 14 August 2014

Positives... Lovely big room loads of space. Grand traditional decor. Lovely big public spaces, fantastic yummy breakfast. Negatives. Inexplicably in the middle of august the outdoor pool was closed!! Not happy at all as main reason I booked the hotel was the outdoor pool. Views from pool spectacular. Only reason given was lifeguard was sent home due to weather. Not good enough! August, peak season, twenty plus degrees. It should have been open.

Room Tip: Avoid first floor as rooms near big boiler and seem to overheat.
See more room tips
  • Stayed August 2014, travelled with family
    • Value
    • Rooms
    • Service
Helpful?
1 Thank Hamilton C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TheHotelCollection, General Manager at The Imperial Torquay, responded to this review, 1 September 2014
Dear Guest,

Thank you for your comments on your stay with us, I am pleased to hear you had enjoyed your room, the fantastic breakfast and our stunning views.

I acknowledge your comments regarding the outdoor swimming pool closure, please accept my apologies for the disappointment caused.

I hope to welcome you back the Imperial Hotel in the future.

Gwyn Gibbons
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about The Imperial Torquay

Property: The Imperial Torquay
Address: Park Hill Road, Torquay TQ1 2DG, England
Phone Number:
Region: United Kingdom > England > Devon > English Riviera > Torquay
Amenities:
Bar / Lounge Beach Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Spa Hotel in Torquay
#9 Business Hotel in Torquay
#10 On the Beach Hotel in Torquay
#11 Luxury Hotel in Torquay
#26 Romantic Hotel in Torquay
#30 Family Hotel in Torquay
Price Range (Based on Average Rates): £
Hotel Class:4 star — The Imperial Torquay 4*
Number of rooms: 152
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

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