We went to Portal golf and spa hotel this weekend for surprise 70th. The golf, rooms and meal were lovely. However, the service in the bar area wasn’t very good at busy times with only one person on the bar. This was when they fully expected guests to arrive from a wedding ceremony down stairs as well. My main issue though was we booked a semi private dining area for dinner in the evening. What we were given was a table at the end of the restaurant facing the wall. Thankfully, I found this out in the afternoon when I went to decorate the table etc. I’d queried this earlier in the week to confirm we had such a dining room and it was confirmed ‘semi private’. It turns out there is no such room available. The manager of the restaurant Will could not be more apologetic and did everything he could to make it as special as possible. Providing a big round table in a better area of the restaurant and it had been dressed to make it more special. They gave us complimentary wine on arrival for the mix up and upgrades on meals at no extra cost. Will was amazing. However, other waiting on staff could benefit from additional training. The meal was a success but it was not what I had booked or been confirmed I had paid for. The following morning we went to the swimming pool. The receptionist at the spa gave us towels and we made our way down to the changing room. My 8yr old for changed only to be told she wouldnt be able to go in the pool because a class was about to start. We got dressed and went backTo reception to query why we’d not been told this when signing in and getting the towels. She laughed and said ‘oh I didn’t realise the time, no she can’t go in’. To say I had a very disappointed 8yr old would be an understatement. Again just a lack of a basic level of service. There was a broken fridge in the bar giving warm drinks, broken coffee machine, and not enough staff. Improvements to be made. But thankyou to Will the restaurant manager for making the special dinner very nice.
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