The Newbridge on Usk

I sent this complaint to the management after our stay, unfortunately, no response after a month despite two more emails. Very disappointing service from the Celtic Group. We stayed at your hotel Newbridge on Usk on Friday 1st September. When we first arrived we were met at reception by the manager who showed us to our room, The Peaceful Perch and first impressions were good. Until we looked in the bathroom, the tiles, floor tiles and glass wall in the shower were full of black mould. I went to ask the manager to take a look, he was quite defensive explaining that the rooms are cleaned daily. But I explained to him that this was not the lack of a daily clean but months of not being cleaned properly leaving mould spores all over the shower tiles, floor and glass. I could pick the mould off with my nails, so this is poor cleaning over a period of time. The manager said he would clean the shower himself. There were no other rooms with a walk in shower available to move to, and no offer to look at any other rooms. The next issue was that we went to the bar so he could get on with the cleaning. My husband requested a cocktail, but the inexperienced waitress/bar staff did not know how to make the cocktail and the manager was the only one who could make it but he was busy cleaning our bathroom!! She said the only alcoholic drinks she could serve was wine or beer. But when ordering the wine, she struggled knowing which wine we wanted. The manager returned from cleaning the shower and admitted how bad it was, apologised and offered a complimentary bottle of wine at dinner. He then brought over a complimentary cocktail to make up for not getting one earlier. When we got back to the room the smell of bleach was overpowering, so needed to open the windows. This is not good for someone with breathing issues, and the shower was still mouldy! Dinner was on the whole good, but the inexperienced staff need more training on serving at the tables, we felt we were lucky not to have the food and drink spilt on us, unlike another table who ended up with champagne and broken glass all over their table. The service in the restaurant is definitely not worth 2 rosettes, they need to be taught more etiquette. We returned to the room after dinner and the bleach smell was still so strong, so we had to sleep with the windows opened and had an uncomfortable night. In the morning after an unpleasant shower in a mouldy shower still with the strong smell of bleach, we were looking forward to our ‘full Welsh breakfast’, hoping that the hotel could redeem our poor stay, but we were quite shocked to be served a mediocre continental breakfast which is not what we paid for. Please see the booking, it clearly states a full Welsh breakfast, and we would not have stayed if it was continental. The member of staff at breakfast could not accommodate my husband being gluten free, so all he had for breakfast was a bowl of fruit. This is not acceptable. What was on offer was very po

Went for a birthday meal here last night. My husband and myself, 2 daughters and their husbands, 1 toddler and 1 newborn. We were shown to a massive table in a room of our own just off from the main restaurant. Our waiter couldn't do enough for us Excellent service without being in your face. Our birthday girl and boy were greeted with a glass of Prosecco. Lovely touch. The food was lovely. We ordered starters mains sides desserts and coffee. And drinks of course. Our toddler is 22 months old, just getting into tantrum stage. We were so grateful to be given a room of our own where we could accommodate her without getting on other diners nerves. Pricewise it was reasonable for the excellent quality, beautifully cooked food. Would highly recommend for special occasions.

Stayed for one night and we had a great time. Location is beautiful and the room was lovely, clean and well presented. The bar, lounge and restaurant were very nice with fantastic food and very helpful staff. Thoroughly enjoyed it and would recommend.

Really poor. Menu lacking choice. No specials. Very, very expensive. Michelin Star Expensive. Two three course meals with two wines and coffee was £246. That in itself isn’t the problem; the quality was lacking, the food was over cooked and the staff were lacking knowledge on the food and wine. Manager very nice, but better options available. Have been coming here for years. Never again. Beautiful location however. Plastic candles and plastic cactus on the table. Why?

Visited the restaurant with my sister in law today and I was so impressed. The food was wonderful and the service was excellent too. We were served by Alison and Sarah and nothing was too much trouble. I loved the relaxed year attentive service as well as the lovely ambience of the place. It has been such a long time since I visited last but I will definitely be visiting again. The decor was really nice and the views are stunning. Such a lovely location and very good value for money.

Excellent service and tasty meal. Surroundings were wonderful, maybe it could have been a tad warmer. The chips were sublime, crispy on outside and fluffy on the inside. Desserts were an imaginative interpretation of sticky toffee pudding and creme brulee, custard was divine! We will be back!

We have just returned from two nights at The Newbridge On Usk. We have been visiting this fabulous hotel for over twenty years. It was amazing then and is still amazing now. Before we arrived at the hotel, we enjoyed a massage for two at The Celtic Manor, which made us nice and relaxed ready for our stay at The Newbridge. We enjoyed dinner on the first evening and the continental breakfast on both mornings. Both were exemplary. The highlight for us in any hotel are the people and I have to say that our host Matius was delightful and both James and Rhys who served us at breakfast were chatty and friendly. Just what you want. We wouldn't hesitate to recommend and look forward to visiting to sample the much lauded Sunday lunch.

Recently reopened and visited on our anniversary ( we actually got married at the venue 20 years ago) From start to finish it was great- staff attentive and professional but friendly and not pretentious- great balance and lively team of people. Chef Carl did himself proud- we enjoyed every course and for us already this is well on its way to being one of the best restaurants in the region. Sir Terry himself was eating there which no doubt put a bit of extra pressure on the team but they didn’t let it show and he came down and was happy to chat- nice bloke! Great night and highly recommended

Lovely rooms, well equipped. Food was ok, expected better quality for the price. Staff very nice although don't communicate with each other, constantly getting asked for more drinks. Breakfast was really poor. Just continental but saying that, the quantity laid out was ridiculous. I understand they are trying to save money on kitchen staff but you can't charge the prices that you do and scrimp on breakfast. There was a chef there but don't know what he was doing except for burning the croissants. We had to ask for more cheese, more meats more salmon more butter, more orange juice. Think they only expected 2 people for breakfast Really poor. The selection of meats were poor quality, like the packs you get in tesco for £3.50.