My daughter and her husband and son stayed at the ...

My daughter and her husband and son stayed at the resort on a Friday night. This allowed their son to take part in the holiday events run at the resort which was very good. My wife and I joined them on the Saturday to be part of our grandsons experience. After a couple of events we sat on the terrace of the bar with beautiful wooden dragons at the entrance. My daughter went to the bar to order some hot and cold drinks, paid and was informed that the drinks would be brought out to us. However, twenty minutes later my daughter had to chase up the drinks, which were eventually delivered. We took our grandson on the rope walk which he thoroughly enjoyed his time there. He has been here in the past and loves the activities offered. We then sat down for lunch in the same Dragon area. We were informed, by a waiter of a possible 25/30 minute wait for orders which was of little consequence to us. We placed our order and, for the sake of time I shall merely list the issues;
1. The drinks order for 5 people was messed up after waiting more than 10 mins (two pints of Pepsi, one glass of water, one of lemonade and a glass of milk).
2. Informed waiter of the mixup which took a further 15 minutes to resolve.
3. No complaints for the wait for our lunches however considering it was ove 30 minutes after the initial order you would have thought we would have been supplied with cutlery but no chance. I had to go to the bar to inform them. That resulted in a further 5 minute wait whilst our meals were losing heat.
5. Following our meal we requested the bill, my wife paid and when she was given the receipt we found we had been charged the DISCRETIONARY device charge. I had enough and became a little irate but fortunately my daughter sorted it out. This took a further twenty minutes.
Sir Terry, you really need to look at the service issues at your resort as this does not reflect well on the nation of Wales . From my experience at the resort, and comparing it with the numerous hotels I have stayed in throughout the UK, and although it saddens me to say it, you would do better to employ Eastern European employees who are extremely hard working and will always do justice to the employer. I am an avid supporter of improving employment opportunities in Wales however if the attitudes of the staff affect the overall business then either further training, some harsh words and unfortunately some job losses in order to find the right attitude of employees is a matter for the future success of the resort.