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“Poor service - new menu hitch??”
Review of The Royal Hotel

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The Royal Hotel
Ranked #2 of 12 Hotels in Ross-on-Wye
Certificate of Excellence
Reviewed 10 April 2012

Went here for lunch last Tuesday, lots of signs outside boasting "2 meals for £10" and "kids eat free", however kids can't eat free when using 2 for £10 offer we were told.
Tried to order from the menu but half the meals on the menu weren't on the till computer so the waitress just said we couldn't have them, no apology or anything. When I asked for starters she huffed and puffed and said I should have ordered them first. Wanted gorgeous starters which were on the menu but not on the till apparently so we just couldn't have them either!!!
Man in front of me ordered 4 drinks, this took about 20 mins as loads of the drinks she poured out then couldn't find on the till computer again so had to put them behind the bar and ask him to order something else.
Apparently there had been a new menu started but no-one had told the staff or changed the items on the till so maybe management need to sort that out!
Shame about the service as the food was great and the views just breathtaking. Would like to eat here again as the food was lovely and we felt very comfortable there as family - loads of high chairs! Price very good too.

  • Stayed: April 2012, travelled with family
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1  Thank familyholder
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OldEnglishInns, Owner at The Royal Hotel, responded to this reviewResponded 16 April 2012

Thank you for taking the time to let us know about your recent visit to The Royal. I can only apologise for the slow service at breakfast, which in turn lead to the food not being served hot. In hind sight we should have had 1 extra person working breakfast on the Sunday as you gathered we did have a new team member working. Our restaurant only seats 50 guests and we had 83 guests for breakfast on the Sunday, and with us not being quick enough, this in turn led to guests queuing for breakfast. We serve breakfast until midday in a effort to try to reduce the need for guest to queue, but we find that most people still prefer to have breakfast between 9am and 10am. I'm also pleased to hear that we rectified our service for the Monday breakfast. I must admit that we did have a problem with our house keeping team a couple of weeks ago, with regards to attention to detail, whilst servicing the bedrooms, I can assure you that we have sorted this out and our rooms are back to their usual high standard of cleanliness, something I'm sure you'll appreciate next time you stay with us.

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Reviews (1,136)
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951 - 955 of 1,137 reviews

Reviewed 8 April 2012

Stayed April 2012. Huge room (went for 'superior') with a massive TV, a couch and enormous windows. Friendly, hardworking staff. Nice choice at breakfast and the food in the evening was decent pub fayre. Easy to park and handy for exploring the local area. A little tired around the edges but this is three star and it is well worth the money.

Room Tip: Go for superior for a massive room, but those we saw all seem reasonably sized. Rooms at back away f...
  • Stayed: April 2012, travelled as a couple
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Thank theclearies
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OldEnglishInns, Manager at The Royal Hotel, responded to this reviewResponded 10 April 2012

We are really pleased that you enjoyed your recent stay at our hotel. At Old English Inns we really value every one of our customer’s comments. Thank you for taking the time to post your comment and we look forward to welcoming you back to Old English Inns in the future.

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Reviewed 5 April 2012

My Fiancee and I have spent last weekend here. Location fantastic, staff lovely, drinks well priced, food on Saturday night was good.
OK - so the bad points. Sunday morning breakfast - 3 members of staff and 1 of them it looked like her first day. Tables not cleared quickly enough to allow guests to have breakfast, so therefore queues into the dining room. The buffect section was empty of food and plates/dishes. Cooked breakfast was luke warm as was my coffee. Too many guests to the number of staff - as another guest said 'they couldn't organise a p***-up in a brewery!'
Monday breakfast was better but again food was not hot.
Room on first glance was fantastic but on closer inspection it is ready for a freshen up and a proper vacumn in the corners. Also massive old cobwebs in the bathroom which again need freshining up.
So... would I stop here again, probably yes but only down to price and location.

  • Stayed: March 2012, travelled as a couple
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Thank ECS29
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OldEnglishInns, Owner at The Royal Hotel, responded to this reviewResponded 12 April 2012

Thank you for visiting The Royal Hotel for lunch last week. I apologise sincerely for the poor service that you received. Tuesday last week was indeed the launch day for our new menu, and we did have a few unexpected hiccups, in that our tills lost all the new information that we had loaded onto them half way through lunch and I had to spend over an hour putting all the items back onto the till, and whilst I did this it caused quite a few delays and problems locating the items. Our service levels are usually very high and we pride ourselves on delivering only the best levels of service possible, which we failed to deliver on this occasion. We have now rectified our till problems and I am confident that the next time you choose to visit us here at The Royal, you will experience our usual high levels of service.

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Reviewed 28 March 2012

My husband and I enjoyed our one night stay here. The staff were friendly and helpful, the views were stunning and the food good at very fair prices. We would love to return and stay for longer.

  • Stayed: March 2012, travelled as a couple
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1  Thank BMGGains
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OldEnglishInns, Owner at The Royal Hotel, responded to this reviewResponded 30 March 2012

Thank you for your review on our hotel. We value all your comments and aim to deliver the best service and value. We look forward to welcoming you back to one of our Old English Inns.

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Reviewed 27 March 2012

My husband and I enjoyed our weekend break, friendly helpful staff and the hotel location is excellent. Our Saturday evening meal in the hotel was very good but we would not recommend the Sunday roast in the bar. Will definitely go back to The Royal Hotel in the future.

Room Tip: Ask for a room which overlooks the river Wye.
  • Stayed: March 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
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1  Thank Elizabeth C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OldEnglishInns, Owner at The Royal Hotel, responded to this reviewResponded 29 March 2012

Thank you for taking the time to review your recent stay at our Old English Inn. We do value all feedback and work hard to maintain good service to all our guests. We look forward to welcoming you back to one of our Old English Inns very soon.

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Additional Information about The Royal Hotel

Address: Royal Parade, Ross-on-Wye HR9 5HZ, England
Region: United Kingdom > England > Herefordshire > Ross-on-Wye
Amenities:
Bar / Lounge Beverage Selection Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Suites Wheelchair access
Hotel Style:
Ranked #2 of 12 Hotels in Ross-on-Wye
Price Range: ₹ 6,685 - ₹ 12,462 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — The Royal Hotel 3*
Number of rooms: 42
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Also Known As:
Royal Hotel Ross On Wye
Royal Ross On Wye
The Royal Hotel Ross-On-Wye, Herefordshire

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