The Parkgate Hotel — Hotel in Great Britain

We held our Year 13 prom at The Park Gate Hotel and, while the evening was ultimately a special celebration marking the end of our school years, there were several concerning experiences that need to be addressed alongside the positive ones.

The Good:

Let’s start with what went well. The venue itself was beautiful – modern, spacious, and well set up for the event. The tableware and decorations were lovely, creating a classy and celebratory atmosphere from the moment we walked in. The DJ was excellent, taking requests and keeping the dance floor active all night. Most of the wait staff were absolutely fantastic – friendly, efficient, and always clearing tables and making sure everything was clean and tidy. Their presence was genuinely appreciated and helped the evening run more smoothly.

The bar in the event room didn’t serve cocktails, which was a little disappointing, but the drinks they did serve were well-made. Several of us tried the cocktails from the hotel’s main bar, and they were absolutely delicious.

Overall, we had a fun night – dancing, laughing, and enjoying each other’s company to mark the end of an important chapter in our lives.

The Not So Good:

Unfortunately, there were serious issues regarding the behavior and attitude of certain staff members that had a noticeable impact on the evening.

Most notably, the staff member leading the event – we believe her name was Rhian – was consistently rude and condescending, both to guests and to our organiser. For example, when two guests waited politely to pay after others were served, Rhian wrongly assumed they hadn’t paid and immediately accused them of trying to sneak in. She then turned to our organiser and declared, “I’ve worked in this business longer than you’ve been alive,” warning us that she would have no “funny business” and that we’d have a “short night” – which we understood as a threat to shut the event down early.

This was completely inappropriate and unprofessional, especially as we were all respectful and well-behaved throughout the evening. With 88 attendees – most of us 18 or over – we were simply there to celebrate, not cause trouble.

Our organiser, who had been in contact with the hotel for months in the lead-up to the event, was also met with unnecessary hostility. Upon arriving at 5:30 PM (the time she had been told she could begin setting up), security refused to let her in. Even after she explained that she was the event organiser, staff who had been dealing with her over email and phone had no idea who she was. This lack of communication between departments was frustrating and unprofessional, and it created unnecessary stress at the start of what should have been an exciting evening.

Later on, when the room became very warm and many guests stepped outside for fresh air, Rhian once again made an issue out of nothing. Despite many people still remaining inside and others simply chatting quietly on the patio, she told our organiser that unless everyone came back inside, the event would be shut down – again, even though we had paid to use the room until midnight. This created a feeling of being constantly watched and threatened throughout the night, which sadly took away from the enjoyment for many of us.

We also noticed inconsistencies in drink pricing. Several guests were charged significantly different prices for the same drinks – for instance, a glass of prosecco ranged from £9 to £10.90, and one drink was charged at both £10 and £14 to different guests. This left some people feeling misled and frustrated, especially when paying by card and only noticing the overcharges later.

In Conclusion:

We’re truly grateful to have had the opportunity to celebrate our Year 13 prom at such a stunning venue. For many of us, it was a night we’ll remember forever. However, the behavior of certain senior staff members, particularly Rhian, left a bitter aftertaste. The unnecessary rudeness, threats, and poor communication could have easily been avoided and did not reflect well...

First time stay and first time ever in Cardiff would have to say that it's completely skewed my impression of what I expected to get out of this luxury hotel.

Firstly upon arrival there is no parking associated with the hotel which is crazy for a City Hotel I live in London and we have parking bays above the hotel underneath the hotel buildings and to not have one associated with the hotel is light years behind, then upon calling and asking the most easiest place to stay for parking for two days that wouldn't break my bank was given various locations that were not really cost-effective and the staff member who gave me the information was unaware and uninformed of the best parking and had to query, now they definitely should be aware as they know that is a popular amenity people would want to know.

Upon arrival no ramp to lift heavy bags up the steps or assistance was met with a frosty reception, a forced smile at the least. Then regarding my stay and the type of booking that was confirmed was a business corporate deal, after having waited for five -ten minutes to check-in overheard a guest being offered to have assistance, a strong muscly male at that with their luggage be taken to their room, so expected I as a woman who had bags, suitcase a laptop bag a gym bag and handbag, so that's four to be offered same assistance after waiting on front desk after going back and forth about what was booked for me.

15 minutes later no luggage assistance offered, no real results but made to feel that they would do me a favour by confirming my meals which were in writing and booked with evidence to show staff.

In fact it was a booking that wasn't confirmed through both systems used to verify the booking meals, Manager stated " they knew it was more than likely an oversight as our company always stays with them" but still proceeded to speak as though he were trying to crack a case and not fully assure, apologise, or do so in a polite way but defensive manner, still not offered any luggage assistance after a 4 hour drive from London and arriving at night where I just wanted to check in and retire for the night, he did not pick up on that until I stated I have bags I just want to rest.

They proceeded not to give any further details as to the facilities that could be used here example the Leisure facilities for the next day of which I wanted to know about and had to ring reception to which no call was answered, so had to make a trip down stairs. My room booked King Size room had no frosted out windows or net curtains for privacy and overlooked an outside eating area which meant no natural sunlight in the day without sacrificing your privacy too.

Hotel attempted to charge my credit card for meals that are part of the business booking after being assured by management to go ahead and take meals, had I known they were not going to honour their word upon first night of booking I would have rebooked to stay elsewhere for 2 x nights as I had confirmed with staff upon arrival.

Overall a subpar welcome and unorganized stay at this hotel room and food were the best things about the stay although meal was missing items as per menu.

First and last time staying here an absolute unwelcoming unprofessional service from FOH staff have secured...

We booked this hotel for the amazing eye for detail. We knew we wanted an impressive venue that would cater to our Wedding Wishes. From the moment of booking we were met with kindness and inclusivity. Not just by people who we had direct contact with but every single member of staff. We have been blown away by the generosity and kindness of everyone who helped to make the day amazing. From our wonderful co-ordinators Jess, who has been truly amazing from the start capturing every detail along side her Charlie- Ann, you were both amazing! . Rhian who brought our vision to life and made sure they day run smooth- what a beautiful person. Thank you Rhi for everything. Maddie who ensured that all details were correct and ready to go. As soon as we walked in on Thursday nothing was to much and Rachel from reception (even in the rain) helped us with our bags and made sure everything was safe. Ryan went above and beyond to make our stay magical. Agnus who made sure the rooms where spotless! Which brings us to the day, where we had an absolute dream team along side Rhian, was Mikey, Georgia, Amy and Gavin. They were so polite, nothing was to much, they checked in with us, they went absolutely above and beyond! Even with reassurance that the day was going well. Honestly, was the most magical day of our life and wouldn't have been the same without them. Richard, who spent the morning helping us gather our belongings and pack everything away. And then finishing up our stay with Lucy & Anya who gave us the most relaxing massages after the most wonderfully busy day.

Those we didnt get to meat was the kitchen staff, everyone has been having about the food!! Thank you guys!

Thank you all so very much for making everything seemed so effortless. The day was perfect because of all your contributions and we will not forget it.

P.s the Hotel is absolutely outstanding, the suits are amazing - We stayed in the Tower & Park Gate Suits. Beds were lush, rooms were clean and neat. Beautiful views from what seemed to be every window we looked out of ha. Just truly spectacular.

Thanks again all, Mrs & Mrs...