The Penrallt Country House Hotel

Our room was fabulous. The bed was very comfortable and every detail was thought about. It was a perfect night away. Owners are very friendly and go out of their way to ensure every last detail is catered for and to provide a lovely, cosy warm and homely atmosphere and nothing is too much trouble

Booked an early check-in for a one night stay. Arrived at the hotel at the allotted time to find the hotel locked and in darkness; had to telephone the manager to announce our arrival. The manager (Andy) let us in, greeted us in scruffy clothes and proceeded to book us in (we got the impression that our arrival was an inconvenience). The room was spacious but dirty; floors needed a vacuum, cobwebs in numerous places, bedding stained (sheets and top blanket). I pointed out the issues but only the top blanket was replaced. On enquiring why the room was so cold he announced that the Hotel was in shutdown for the end of the season and no heating was available. He provided a small, almost inadequate oil heater which we placed in our room. On returning to the hotel that evening the room was still cold and enquired at Reception about a solution. The night staff, Simone, could not have been more professional and courteous. She provided her own electric heater for us to use which at least gave us a chance of a good nights sleep (the bed was very comfortable). Breakfast was edible but you had to be quick because the freezing cold dining room chilled the cooked food very quickly. The cold selection buffet was plentiful although we didn't sample it. At check-out we complained further to the on-duty staff, Rachel. Again, completely professional and understanding of our situation. Having paid a 50% deposit at booking I refused to pay the outstanding amount and said I would be happy to talk to the manager (Andy) when he returned to work. I received no call which would indicate that he accepted the poor standards and the 50% bill. Overall an annoyingly poor experience. If thy had told me on booking that the Hotel was effectively shut down for the Winter I wouldn't have bothered (but obviously they wanted our money). Don't be fooled by the professional website, this place resembles Fawlty Towers.