Riverside Hotel — Hotel in Great Britain

I would like to be able to give a review of this property, but events which transpired render it impossible. I phoned the hotel twice on the morning of Friday Sept 22nd. The first call was to make a booking. The second a few hours later was to establish that my late arrival could be accommodated. I spoke to the Manager (a lady who informed me that there was no problem with a late arrival and that I could settle the bill in the morning).

She knew I was travelling from London and assured me of a night porter being available to let me in. I arrived just before 12.45am to locked doors and nobody in attendance. Despite ringing both numbers displayed on the hotel sign and knocking loudly on the rear door as I had been instructed to go to, after 20 mins I then abandoned the idea. In desperation, I travelled over the bridge to try and find a room in Monmouth town centre. To no avail. By now, having worked all day and travelled 3 hours to Monmouth, I found myself with nowhere to stay with a long journey ahead of me the following day.

Just as I was giving up hope, I realised that there was a Premier Inn tucked away behind the Shell petrol station. They had a room at £156 and I was exhausted and desperate so paid it, even though I only had 4 hours left before departure. By the time I had checked in it was 3am.

The following morning, I went to the Riverside to explain what had happened. The service I received beggared belief. Totally dismissive, reluctant to listen and attempt to appease what should have been an embarrassing scenario for them. Not once did any staff member offer me a drink or breakfast or anything. I explained that their error had cost me a room triple the cost I would have paid with them had they’re honoured their part of the verbal agreement. I emailed them twice yesterday and whilst I was trying to plead for them to at least off some form of compensation, I was told that the owner of the hotel would ring me to resolve it. It never happened and I was left whilst they carried on with their duties. I have never witnessed such appalling lack of professionalism in over 30 years of travelling all over the world. It was astonishing on many levels. I hope that they will do the right thing and contact me, and failing that I will have to report them to the Welsh Tourist Board in the hope that other people do not suffer the same...

Stayed here last weekend as part of a wedding party. We had 4 nights here including breakfast. Firstly all I can say is Vicky, Matt and the rest of the team looked after us better than most 4 star hotels I've stayed in. Is it the Ritz? No, but then you're not paying those prices. We had room 7, it was massive with a comfy double bed, big bathroom and powerful shower. The rooms I agree are a little dated and could maybe do with a revamp, but for the price they were ok. It's an old building so it's going to have its creaky floorboards and thinner walls but we managed to sleep ok despite the heatwave!. The thing that sets this hotel apart is the staff. They were ALL so friendly, accommodating and bent over backwards to make sure our stay (and my dad's big day) went without a hitch. Breakfast was good and cooked fresh to order and you could have whatever you wanted and then some! Tea and coffee replenished as needed and fresh toast aplenty to accompany your cooked brekkie. All in all, it's a great value hotel, perfect for exploring Monmouthshire and we will definately be...

Stayed here last weekend as part of a wedding party. We had 4 nights here including breakfast. Firstly, all I can say is Vicky, Matt and the rest of the team looked after us better than most 4-star hotels I've stayed in. Is it the Ritz? No, but then you're not paying those prices. We had room 7, it was massive with a comfy double bed, big bathroom and powerful shower. The rooms I agree are a little dated and could maybe do with a revamp, but for the price they were ok. It's an old building so it's going to have its creaky floorboards and thinner walls but we managed to sleep ok. The staff were lovely, very friendly and helpful which made our stay really smooth. Breakfast was great, cooked fresh to order with lots of choices. Tea and coffee were topped up as needed and there was loads of fresh toast to go with the cooked food. Great value and perfect location for exploring Monmouthshire – would definitely...