The London Hotel, Llandudno

If you really want to visit this Pub, I'd seriously recommend that you make a record of your bank notes serial numbers. I'll never ever visit this Pub again after my recent experience and would recommend The Kings Head.

Here's my letter to Marston's which received a feeble reply from Craig Roberts confirming that the tenant will review his CCTV. The tenant confirmed this to me soon after the visit and I'm still waiting.

'16 December 2009

Mr Ralf Findlay
Chief Executive Officer
Marston's PLC,
Marston's House
Brewery Road
Wolverhampton WV1 4JT

Dear Mr Findlay

The London, Llandudno

It is with disappointment that I have to draw your attention to the most unsatisfactory behaviour displayed by one of your tenant's employees last Saturday, 12 December 2009.

I regularly drive weekend coach tours from London which overnight in Llandudno and have on the last three trips visited the London for a drink; Last Saturday I purchased a pack of cigarettes and a Lottery ticket from a nearby convenience store tendering a �20.00 note and receiving a �10.00 note in change. The �10.00 note remained in my hand until I visited the London and ordered a pint of Hobgoblin at �2.99. To my surprise, I only received �2.01 change. I drew the Barman's (Leon) attention to the missing �5.00 and he refused to accept that I tendered a �10.00 note unless I could quote the note's serial number! I demanded to speak to the Manager (Trevor) who could not appear for at least another 30 minutes. I politely and very calmly gave Leon one more chance to resolve this matter and mentioned that if I did not receive the missing �5.00 note, I would then report the matter to the local Police. He refused to concede and stated that as I was behaving in an aggressive manner, he removed my pint, refunded part of my purchase and ordered me to leave the pub.

I was so incensed with his behaviour and before visiting the local Police station, I popped into the local convenience store where the assistant confirmed that I did receive a �10.00 note in my change only a few minutes earlier and she could confirm this fact the following day from their till's CCTV recording. This incident was reported to the local Police who unfortunately considered this a civil matter and therefore could not take it any further. The Police officer did say to me that he would visit the London later that evening to draw the Manager's attention to my complaint.

On my return to London I telephoned the London to speak to the Manager who was
unavailable so I left my telephone number to return my call. I also sent a polite reminder via your Corporate web site 'Contact us' facility and to date have not had the courtesy of a reply.

I appreciate that in a cash based business, change disputes occur on a regular basis. However, there's a right way of dealing with customers which clearly was not displayed last Saturday.

Web based forum comments for the London are not exactly glowing!; Another negative comment would not look good. I trust that you share my concerns and will take whatever action you feel is necessaary.

Yours sincerley

Richard Leeson

cc: Mr Alistair Darby, Managing Director, Marston's Pub Company'

1 Jan 2010 13:00