An acclaimed restaurant and venue in Cardiff has closed down and come under fire from angry customers — including a couple whose wedding plans were thrown into disarray. Park House Restaurant & Wine Bar, in Park Place, opened in 2005 and spent time in the prestigious Michelin guide but this year received a food hygiene rating of one and later ceased trading. The business says it is working on payment plans for "all outstanding suppliers and staff that are still owed monies".
Complaints started appearing on Park House's Tripadvisor page four weeks ago as customers alleged they had made reservations and turned up at the restaurant only to find it had closed without them being told. David Bishop, a 36-year-old plumber from Rhiwbina, was due to have his wedding reception at the Grade-I listed Victorian building on May 19 but went through an "absolute nightmare" after Park House owner Adam Pledger allegedly failed to inform him and fiancée Chantelle of the closure.
Mr Bishop claimed his £3,000 deposit was only refunded after WalesOnline contacted the business about his complaint. The restaurant told us on Tuesday: "All customers have been informed and bookings cancelled and where a deposit has been paid a full refund has been given... We offered a full refund to Mr Bishop on Friday and this has been paid to him today – within two working days."
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Mr Bishop said his partner realised there was a problem last Thursday when she noticed the venue's phone number, social media pages, and website were down. "I called Adam Pledger on Friday and he said he wouldn't have any 'real money' for seven to eight weeks and then he might be able to give us a partial refund," Mr Bishop added.
"He said the company had ceased trading but their plan was to carry out the functions they had booked in. Our wedding was seven weeks away. I asked how they were going to staff it and he said there was a friend he could call on to cook and he might be able to get one or two waiting staff in. That didn't sound very professional or promising.
"I didn't want to take any chances with 40-odd guests so I said I'd like my money back. Adam told me he'd try to get some money to me in seven or eight weeks. I said we needed the money now so we could book somewhere else. He said: 'It is what it is. I'll contact you.'
"He said they'd closed in the last three weeks. So why didn't he phone me three weeks ago? I deal with stress quite well but it's my wedding at the end of the day. It would be soul-destroying to have to cancel. We've got people travelling from far and wide."
Mr Pledger, a wine expert and former marine biologist, told WalesOnline he was "deeply sorry for the stress caused by our closure". He added: "We have been unable to carry on the business due to the huge increases in the running costs associated with the current cost of living crisis."
Mr Bishop denied that a full refund was offered on Friday. "Saying 'I might have some money in eight weeks' is not the same as offering a refund," he said. "I also don't understand Adam saying he didn't have a penny to give us and then seeming to magic £3,000 from nowhere."
He claimed the refund only arrived after he had posted a critical Facebook comment and after WalesOnline had approached Mr Pledger for comment. "He's given me the money now but that doesn't excuse what he's done," added Mr Bishop, who has been "frantically" looking for a replacement venue but is hopeful of keeping the original date.
Mr Pledger responded: "My reference to the possibility of waiting eight weeks for a refund when speaking with Mr Bishop on Friday was an honest answer in case the funds couldn't be found in the short term. I did not want to promise something and not follow through, causing them any further disappointment and upset than they already had. However the promise of a refund was certainly made very clear... The money has not been magically found – this has been borrowed from a family member."
One TripAdvisor reviewer posted four weeks ago that they were "very disappointed" after giving their credit card details and booking a birthday meal only to find Park House shut. "Very strange as restaurant was still showing as open on website," they wrote.
Another review from the same week reads: "The place was closed, [we] waited outside for 20 mins ringing the bell, checking doors. Disgusting as we made our way into Cardiff excited for the dining experience. Ringing them and no answer or reply."
And a third reviewer posted last week: "My husband and I were given a voucher for a nine-course taster menu. We booked it for our anniversary celebration. We arrived at 7pm last night to find that the restaurant has closed down... I am disgusted by the way we have been treated and that my son and daughter-in-law are out of pocket."
Mr Pledger said he has refunded the voucher and that all customers were informed of the closure. "There were two that only provided emails as a contact on booking who did not receive the email before turning up to the venue," he added.
WalesOnline asked Mr Pledger why the Companies House register shows the business' accounts have been overdue since 2020. He said: "Trying to keep the business going since reopening after Covid has been a consistent struggle. Along with the rise of the cost of living crisis our electric and gas bills had risen dramatically. The pressure of running this business and trying to keep staff in jobs has led to accounts being filed late and admin failing behind.
"In hindsight we probably shouldn't have reopened. The business has now closed and we are working through raising monies and putting payment plans in place for all outstanding suppliers and staff that are still owed monies."
Built in 1874 the Park House site was designed as a mansion house by legendary architect William Burges. The SquareMeal guide described the restaurant as using "classical French cooking techniques" with signature dishes including a confit leg of Aylesbury Duck paired with spiced red cabbage in a port jus.
In January the restaurant received a food hygiene rating of one including a 'major improvement necessary' verdict for management of food safety and 'improvement necessary' for hygienic food handling. Mr Pledger told us: "The [rating] was given very unfairly as it was down to paperwork only. The chef and his team in charge of that kitchen were fantastic and kept the kitchen to a very high standard.
"We are heartbroken we have had to shut and that some customers have been affected negatively by this. This was not our intention and [we are] truly sorry for any upset caused."
If you would like to contact us about any news we should be reporting you can email conor.gogarty@walesonline.co.uk
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