Royal Kitchen — Restaurant in Wales

The food here is amazing. However I feel that the staff and management need more education on the disability and equality act 2010. I am disabled. I telephoned to book a table for 10 for my birthday party. At the time I told them that I had an assistance dog in training that would be accompanying me. I was told that would be fine. I called in last week to drop off the deposit and once again double checked that they were aware that I was bringing my assistance dog with me. Fast forward to tonight. The second I walked through the door I was told that they did not allow dogs inside. I explained that my dog was an assistance dog in training and that I had checked twice before paying the deposit that they were aware and that it was okay. They refused to acknowledge this and said they would telephone the owner. I was asked for a certificate and proof that she was an assistance dog- something that is not required by law and is actually illegal to demand from a disabled person. I was then passed the phone and told to speak to the owner. I explained that my dog was an assistance dog in training and that as she already mitigates my disability, that by law she is considered as a disability aid. The owner then said that they allow guide dogs. I explained that an assistance dog is considered as equal to a guide dog in terms of the law. I was then told “well assistance dogs are usually big.” I then had to explain that the law doesn’t say that only a Labrador or an Alsatian can be an assistance dog- and that any dog can be an assistance dog as long as it is trained to mitigate a person’s disability and is highly trained and well behaved. I was asked to “guarantee that the dog would not be a nuisance to other customers.” My dog has been into supermarkets and pharmacies and accompanies me to gp appointments and my psychotherapy appointments. I would struggle to leave the house without her. She is incredibly well behaved. She had begun to whine as I was speaking to the owner, and I explained that she was detecting my anxiety and a potential panic attack, which she is trained to alert me to. I was then told that I could come in “this once.” I was then shown to my table and told to sit in the corner so that she wouldn’t be able to annoy any other customers. This was meant to be a birthday treat for me. I have not had a birthday meal out since before covid, and to have checked not once, but twice and told it was okay, I am extremely disappointed about having been treated as less of a person due to my disability. I love the food from here, but will be unlikely to come again until the staff have taken the effort to educate themselves on disability rights. There is an entire spectrum of assistance dogs and guide dogs are a vital but not...

A sad disappointment. I absolutely love the food from this restaurant but last night I went along with friends to a birthday party, one of psychiatric assistance dog in training. Despite the fact that due to her difficulties I had made the party booking on her behalf over the phone, and cleared with the restaurant that she would be bringing her assistance dog along with her, and then for her to have cleared this with them herself last week, when she took the required large group booking cash deposits in. After all this effort of checking and rechecking, my friend had serious issues getting into the restaurant with her dog!

First of all she was refused entry. We explained that it is illegal to refuse an assistance dog. She was told "guide dogs only". This is no longer the case and has been for a good number of years, as there are now number of charities who train, or offer owner trained programs, to help people with difficulties live a normal a life as possible.

I too have a Medical Alert Dog, who has full public access, and who has attended many restaurants, pubs, inns, hotels, shops, doctors visits, hospital visits without any bother from anyone what so ever. I left him at home last night, to allow my friend as much leeway as possible, in case there might be any issues with one fully trained public access dog, and my friends, who's young dog is still in the training process (just about to take her 2nd level public access test). It's a good job I did leave mine at home, having witnessed what my friend had to endure, including being told to sit in a corner "so that the dog doesn't annoy other customers", all of us on that table know her, and the effort she is making to train her dog to the absolute highest standards required of an assistance dog.

It was also mentioned that "assistance dogs are usually Labradors or German Shepherds". This is very often not the case at all with a number of charities. My dog is a Setter, whilst others may be spaniels, or even a West Highland White terrier I know of. All who are trained to exacting standards for their job

This episode has left a nasty taste to end what otherwise would have been a lovely evening. As a consequence, I shall no longer be going to this restaurant, or making any party reservations...

Attended a few times now. Food is good in the restaurant, some say very good. Much better eating in than taking away! Prices are the higher side of average, some say good value, I say not cheap. Portion sizes are average, if on the low side for rice, a bowl of rice can fit in the palm of your hand for like £4-£5 which I think is poor.

Family of 4 can eat here for £100-110 ish, which I think is expensive for the amount of food you eat. No more expensive than other local Chinese restaurants I have eaten at lately. But more than some takeways. Building is never hot, during spring it was cold, really cold. Mid summer, full of people - I kept my jumper on with trousers. It needs to be warmer.

Charming but dated interior with hard seats. Busy restaurant does have a nice feeling to it though and they have a good customer base.

Customer service needs work, absolutely. Two Asian ladies in charge, can be sharp and you feel rushed in ordering. I understand you're busy but I had to greet the Asian waitress for her because she didn't greet us when taking our order. Just rocked up at the table, no eye contact and "yes?". Not good... Bare basics in politeness. I could have walked out there and then. But they were polite AFTER the meal, as we were leaving.

They have numerous young girls waitressing who do a good job overall. Polite, well dressed and caring. They're clearly worked hard and don't have a huge amount of training or guidance - I had to explain to one of them how to pour my soft drink as to not have it completely flat by the time it got to my table. They forget orders and sometimes aren't having effective communication with the what I assume are the owners.

I would have rated more highly but the table approach I mentioned earlier "yes" really rubbed me the wrong way. Everyone is clearly working very hard but I can't excuse it.

I like the place, my family like the place. They enjoy the food but it's very salty with lots of additives that they do warn you about on the menu. Table manor and service leave a lot to be desired, wait times can be long if takeaway.

Will visit again likely, but will be going elsewhere...