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“Poor customer service”
Review of The Imperial Hotel

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The Imperial Hotel
Ranked #17 of 60 Hotels in Llandudno
Certificate of Excellence
GreenLeadersSilver level
Manchester, United Kingdom
Level Contributor
21 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
“Poor customer service”
Reviewed 19 October 2013

My in-laws were staying here and we joined them for dinner at the end of August. The dining room is advertised as being open until 9 and our meal was booked for 8.30. However we were clearly in the way as the staff noisily laid the table for breakfast around us and rushed us in our order. When I asked for chips as an extra the manager barked at me that I didn't need chips as my meal came complete. As we were with my in-laws I let that go and did without my chips. My husband's vegitarian meal was cold and had to be sent back and even then was not very warm when it came back a second time. No customer service skills, it felt like the staff just wanted us out so they could go home.

  • Stayed August 2013, travelled with family
    • Value
    • Service
Helpful?
7 Thank Issy12
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (353)
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English first
Preston, United Kingdom
Level Contributor
63 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 31 helpful votes
Reviewed 8 October 2013

My stay here with a group of lads on a golf tour was excellent. My only problem was that we didn't spend very much time in the hotel iteself or the rooms! Will definitely look to stay here again but with the Mrs!

The twin room was very spacious & well equipped with great size ensuite and powerful shower. Service in the residents bar later on was great also as we decided we'd have a few more drinks after the local pubs had shut. Breakfast was also very good, personally however I prefer a buffet as I like to fill up at breakfast (or maybe I'm just greedy!?!)

As previously mentioned, very much enjoyed this stay, albeit it was only a short stay but definietly looking to come here again and stay for a little longer.

  • Stayed September 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Jameshv10
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ImperialLlandudno, Manager at The Imperial Hotel, responded to this review, 11 October 2013
Thank you for your review, we are please to hear you enjoyed your recent stay, your comments will be passed on to the staff. We hope we will see you again soon with your wife or with your golfing friends.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Stockport, United Kingdom
Level Contributor
12 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 8 October 2013

My husband and I have just spent a week at the Imperial Hotel and can't say a big enough 'thank you' for the help, support and friendliness of ALL the staff. Since my husband started with mobility problems a few months ago this is the first time we have been away and the support I was given with charging the battery for our scooter and coping with the wheelchair, plus other help, was great. Nothing was too much for them. Whenever I had a query at reception it was dealt with with a smile and helpfulness. We were able to book a room with a wet room and that was certainly a 'plus'. We had most of our meals at the Hotel either in the restaurant or a bar meal and they were all excellent as were the breakfasts. Our daughter and son-in-law had taken some of our equipment and our daughter came back with our daughter-in-law to help us get it home and they were all VERY impressed with what they saw - especially with the fact that the porter wouldn't let them lift anything to get the luggage into the car! Thank you all VERY much for your welcome, and your help and friendliness. Although we like to visit different areas of the country we certainly hope to return to the Imperial.

Room Tip: If you have mobility problems' try and get one of the rooms with a wet room.
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  • Stayed September 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Sheila N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ImperialLlandudno, Manager at The Imperial Hotel, responded to this review, 11 October 2013
Thank you very much for taking the time to post a review and we are delighted you enjoyed your stay with us, your comments will be passed on to all the staff, and hope we will have the opportunity of welcoming you back soon.
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Wales, Europe
Level Contributor
57 reviews
32 hotel reviews
common_n_hotel_reviews_1bd8 46 helpful votes
Reviewed 25 September 2013

Stayed for a night. Room recently renovated - modern, clean, bright & attractive. Had a good quality bar meal in the evening. Young staff at the bar were very attentive & engaging. One even went to print out a route finder to help me get to the theatre quickly. Will return.

Stayed September 2013
Helpful?
1 Thank GeryrEfail
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ImperialLlandudno, Manager at The Imperial Hotel, responded to this review, 4 October 2013
Thank you your recent review, we are pleased to hear you enjoyed your stay, especially the room and service from our staff, and hope to welcome you back soon.
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Cardiff, United Kingdom
Level Contributor
86 reviews
38 hotel reviews
common_n_hotel_reviews_1bd8 37 helpful votes
Reviewed 24 September 2013

I have stayed here many times on business trips. The hotel has been around for a long time as all the hotels in the area have. The imperial is showing some signs of its age but it is clean, the staff are friendly and the rooms are adequate. The views at breakfast are nice overlooking the sea from the conservatory and food is of a good standard. There is some parking at the rear of the hotel and you can usually get in. I will stay here again.

Stayed September 2013, travelled on business
Helpful?
1 Thank colin r
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ImperialLlandudno, Manager at The Imperial Hotel, responded to this review, 4 October 2013
Thank you for your review regarding your recent stay with us, I was pleased to read that you enjoyed your stay, your comments will be passed on to the team as feed back is important and we look forward to welcoming you back soon..
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Glasgow, United Kingdom
Level Contributor
37 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
Reviewed 21 September 2013

Lovely hotel with friendly staff. Only had breakfast, which was good. Hotel does have a swimming pool but hotel guests are not allocated changing facilities. This is off putting, having to go up in the lift wearing a housecoat with wet trunks is not ideal.

Room Tip: We asked for a sea view and were happy with our room which also had a veranda.
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  • Stayed September 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank canonbie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ImperialLlandudno, Manager at The Imperial Hotel, responded to this review, 4 October 2013
Thank you for your review and we appreciate your comments about the changing facilities in Mint Condition. We are pleased you enjoyed Breakfast, sorry you didn't try our Restaurant but maybe we can tempt you when you next return.
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England
Level Contributor
6 reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed 17 September 2013

Just returned from a weekend at the Imperial Llandudno. Lovely hotel with very comfortable clean rooms. The breakfast on our first morning was very poor and when I politely pointed this out to the waiter he was very rude and argued back, embarassing us in front of the other guests.Then instead of simply replacing the meals with an apology he brought one plate out from the kitchen with a few rashers and 2 sausages on it and banged it down on the table with a bad tempered comment, making it look like we were greedy and had complained of not having enough. When the manager came out to speak to us he agreed that the sausages were tough but he said that the reason for the hard, dry bacon was that it was drycured!!! He also said that the chef had said he would do better tomorrow. The next day our breakfast was exactly right so even though they had argued about it, quite obviously our comments had been taken on board. This was not the treatment you would expect from a four star hotel.
This was our second year at the Imperial and we had intended to visit every year but we will definitely not be going back there in future. Compliments to the housekeeping staff, however, they do a great job.

Room Tip: Make sure your room is well away from the function suite if you want to get to sleep before midnight...
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Stayed September 2013, travelled with family
Helpful?
5 Thank Jan069
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ImperialLlandudno, Manager at The Imperial Hotel, responded to this review, 4 October 2013
We are extremely sorry to read your review regarding your stay and breakfast experience, the Restaurant Manager did speak to the waiter and you were made aware of this at the time, he also explained the bacon is,dry cured and the sausages are supplied by Edwards of Conwy, a renowned and award winning butchers. Thank you for your comments regarding Housekeeping these will be passed on to them.
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Additional Information about The Imperial Hotel

Property: The Imperial Hotel
Address: Vaughan Street, The Promenade | Wales, Llandudno LL30 1AP, Wales
Phone Number:
Region: United Kingdom > Wales > North Wales > Conwy County > Llandudno
Amenities:
Bar / Lounge Beach Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Green Hotel in Llandudno
#6 Business Hotel in Llandudno
#10 Luxury Hotel in Llandudno
#12 On the Beach Hotel in Llandudno
#15 Family Hotel in Llandudno
#24 Romantic Hotel in Llandudno
Price Range (Based on Average Rates): ££
Hotel Class:4 star — The Imperial Hotel 4*
Number of rooms: 98
Official Description (provided by the hotel):
The Imperial is the perfect venue for both business and leisure alike. Enjoy dinner in our elegant award-winning Restaurant offering mouth-watering dishes using only the freshest local produce and complemented by an extensive wine list or dine on the Terrace from our Evening Terrace menu. Lunches and light refreshments are served on our charming Terrace overlooking the promenade. Resident guests have full use of our health and fitness centre Mint Condition during their stay. Weddings, Celebrations and Conferences are also catered for. ... more   less 
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Also Known As:
Imperial Hotel Llandudno
The Imperial Hotel Llandudno, Wales

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