The William Morgan — Restaurant in Wales

Honestly I’m shocked at the service we received at the William Morgan today, been many times over the years and it’s usually great. On entering I scanned in using the pub QR code, (despite having to move dirty used cloths to be able to scan it!), then we stood for at least 5 minutes whilst staff walked past completely ignoring us. When someone finally turned up (the manager) she insisted on taking each of our details despite me pointing out I’d already used the pub.co to check in, as my Grandma easily forgets her details when put on the spot and can get distressed. It was quite clear this woman wasn’t listening to a single word I said, as when we’d finished checking in my 87 year old grandmother was asked to wear her mask despite me telling the manager just seconds before that she was exempt and had left her lanyard in the car. (There were drunk blokes who were obviously regulars wandering around the pub not wearing masks with no comments being made by staff, but as I later found out the staff thought we were all English so I think this impacted the way we were treated) The manager rushed ahead to our table right at the back, she’d disappeared by the time most of us got to the table but told the member of our group who’d managed to keep up with her that she’d let us have a look at the menu then come and take our order. The table was filthy so had to clean it ourselves. We waited 40 minutes just to have our drinks order taken. It wasn’t even busy, but every time we tried to alert a member of staff we were ready to order we were snapped at, yet other tables around us were being attended to. When I went to smoke I was told by another customer they’d had the same treatment as us whilst Welsh customers around them were being served no issue, and had actually heard staff insulting them for being English. If this is true and legitimately the reason why we were ignored then that is absolutely disgusting and discriminatory (My grandparents are actually Welsh anyway!) After finally placing our order it took about 25 minutes for our drinks, despite once again seeing other people place orders and receive them quickly. Drinks had obviously been sat on the bar for a while as the ice in the coke had almost melted. I’d ordered cocktails on the app a couple of minutes after we’d ordered our other drinks. I waited 35 minutes for them to turn up, and when they arrived they just tasted like sweet and sour mix and Coke Zero, there was either no alcohol in them, or they’d been ridiculously under poured. I’m very aware of how the Long Islands should taste according to the Stonegate spec sheet, goodness knows I’ve drank enough of them. Food arrived shortly after that, it wasn’t amazing but it was decent for the price, it’s a bit off putting when you can see staff repeatedly touching their masks the moment they go into the kitchen though. I went outside to smoke after the food and one of the male members of staff referred to my 2 year old as a ‘f**king brat’ when she followed me to the door. What a horrible thing to say to a child, I could understand him being frustrated if she was throwing a tantrum or being in the way, but she wasn’t. Maybe if I’d been brought the high chair I’d repeatedly asked for she wouldn’t have followed me in the first place!! Desserts actually came quite quickly, we finished them and started to leave but had to make a toilet trip first. I was told by the doorman I’d need to leave as they don’t allow children in after 9. It wasn’t even 9pm yet, and we were clearly already on our way out. We had been there since 7 and it had taken so long for our orders, I couldn’t believe the cheek of them to try and hurry us out!!

I’d tried resolving the issues several times during our time there but by this point I’d had enough and wanted to speak to someone about the disaster of an evening. The manager who checked us in begrudgingly turned up to speak to me while muttering to the door man, and gave generic responses to...

Came yesterday and was greeted by the door by a lovely lady, received exceptional food that came fast, was hot and was served by a delightful host! I was extra impressed by your covid measures.I work in a restaurant myself so is nice to see it being taken seriously whilst not compromising on tasty food. We’ve just bought a caravan in Prestatyn and vowed to return. The next day we returned, once again greeted at the door by a delightful young man, couldnt Do enough for me and my family, he did mention some food items were out of stock. I’d already decided I’d have the chicken tikka I’d had the night before so was glad when this wasn’t in the Missing list. The list of missing food stock was long, however I’m sure the demand of the government initiative hasn’t helped matters. At the till I was told there was no chicken tikka and while I was disappointed, I absolutely loved the sale tactic of the lady at the counter in her recommendations for a Katsu (another delightful member of staff who honoured my daughters weird food requests) So imagine my disappointment to find another table being served tikka, they were in front of me at the queue so I assumed I’d been unlucky and it’d sold out at the person before me! I inquired with the lady with two plaits at the front of her head If there was really any tikka, she said she’d find out. Upon her return she asked ‘have you ordered yet’ I said yes and she replied with ‘oh yeah well there is none’ a little strange but ok. Our food came fast and everyone was happy. Plait lady was now serving on the till I was sat right next to and I heard her take no less than three orders of the tikka I’d been told was out of stock?!! Now, as a consumer, a hungry one, that was terrible. So imagine me getting up to the nice man at the door who was already doing 3-4 jobs, signing people up to track and trace and organising tables while being the most amazing host, to be told the manager would be over. He came back a couple of minutes later after obviously being told the manager couldn’t be bothered to deal with me with a refund for my food. No explanation as to why I’d been blatantly lied to. No offer of ‘we’ll go get you a tikka right now’ just here’s your money back. The lady manager with the red hair was apparantly too busy to deal with me, but spent the next ten minutes clearly stood at the bar 10ft away while my kids finished their food. It’s such a shame. Your food is good, MOST of your staff are exceptional but your management and customer satisfaction has failed you. I left without even giving my kids their desserts Id paid for as I was clearly being spoken about by the manager and plait...

Initial impressions were quite good. Nice looking place went inside and not too busy either.

The decor although dated is fine and staff very friendly. It also looked a well managed place with staff members regularly attending each table to clear plates away and to clean once the table was vacant. The menu looked typical good pub food and not overly priced. So overall initial impressions were good.

This however is where there was a turn... A cooling issue in the cellar meant no draft drinks available so instantly everyone is paying a premium for bottled drinks... After menu was looked over everyone on my table had decided... Myself and my cousin opted for the footling "specials" at around £12 each whilst my elderly father opted for the 2 course "senior" menu advertised at £4.99.

It was only once we were given the total that we found out they had charged my Father £7.99 once queried as to why were told that there had been a company policy change and they were no longer honouring that on the weekends!!! I immediately reviewed the single "Senior menu" and showed the staff present that nowhere does it state it's a weekday only menu and if so surely they should remove them from the tables. It was at this suggestion that one male staff member turned round and said "If I leave them out most people just pay the £7.99 anyway".

Disgruntled at having to pay bottled prices anyway and only being on a pension my father opted by principal to not eat at all despite myself and my Cousin willing to pay the difference.

Instead my father left after his drink and found himself at a lovely pub a short walk away. The meal my cousin and I had wasn't a bad meal. I had the Footlong favourite which I definitely thought was good and well priced at around £12. My cousin had the other Footlong "special" which turned out to be a Footlong shallow tray with Mac and cheese a few sides too but definitely nothing worth over £10 especially when looking at the rest of the pricing on the menu and seeing food had by others that one is definitely over priced for such a cheap dish. A much larger portion or a price reduction is needed on that one.

Overall it was a good meal and if not for the "Senior menu" I would consider going again however do I feel the callous way they treated a pensioner would keep me out if there.

Deliberately keeping a menu on the table because they know pensioners just pay their bills in my view is disgusting. Also I feel any change in "company policy" should also be articulated on the menu itself even if in just the small print not...