We stayed at the Best Western for one night on the 28th May. We had booked the hotel 6 months in advance because we were doing the West Highland Way, and having stayed in Best Western Hotels previously we had always had a good experience - until this time!
I must point out that I'm not one for making negative comments unnecessarily, but feel it's important to share my experience to stop you making the same mistake! We had just completed our first day of the West Highland Way (15 miles) and turned up at the hotel at 6pm to check into our room for a much needed shower. We had been informed that we could check in from 3pm onwards. On arrival we were 'greeted' by a very miserable and unhelpful receptionist, who informed us that our room was not ready! I politely asked when it would be ready as we were desperate for a shower and food, and she said she didn't know and began dealing with something else. After standing at reception for over 20 minutes, she then said the room was ready and said it was through two double doors and down three steps. I must point out at this stage that we had two very large rucksacks and a huge bag that had been transported via AMS. We went through the double doors, down several steps, through some more doors, down lots more steps, and a multitude of corridors. In fact our room was right at the back of the hotel, down several flights of stairs and through lots of double doors! We were just desperate for a shower, so proceeded anyway - what else could we do?
When we finally arrived at our room, we were so bitterly disappointed. The room was dark, dingy, and unclean - it felt as though we were in some old servant quarters. To make matters worse the shower did not have a shower curtain ...... just the hooks hanging! The bathroom was unclean, paintwork was coming off the windows, rust on the hinges, and the grout was full of mould. We attempted to have a shower (minus the curtain), and the water was going absolutely everywhere!! On stepping out of the shouwer the floor was hazardous and so so slippy - it was an accident waiting to happen.
We went back to reception, and happened to stumble across the General Manager, and raised our concerns. He was not bothered in the slightest, and said that he actually had bought shower curtains, and we could see the receipt if we liked! Not something that you wanted to hear when you had just almost broke your neck on a slippery floor!
Breakfast was totally a shambles, and at one point we expected Manuel to jump out!! The staff were all over the place, and very rude and unhelpful. We were not shown to a table, nor offered coffee, or asked if we needed anything. In fact when we turned up in the dining room there was about 40 other diners looking as perplexed as us. The breakfast was supposed to be continental, but with the option of other things, e.g., vegetarian, which we are. However, we had to try and find a member of staff for our coffee, veggie breakfast, etc. There was one four slot toaster for the 40 diners, which broke halfway though breakfast. The food was cold and not pleasant at all. We were very put off because the waiters and waitresses were chewing gum, looked unclean, and one had her breasts hanging out.
We feel so disappointed, especially as our room cost £110.00 for the night. Please DO NOT make the same mistake as we made. There are so many lovely B&B's in Drymen, which WILL look after you and provide you with all you need. This place is a total shambles - AVOID at ALL costs!!!! We've sadly lived and learned the hard way. less
Sunny V, General Manager at Best Western Buchanan Arms Hotel & Leisure Club, responded to this review
Dear Kim H,
Thank you for your honest feeback about your experience at the Buchanan Arms Hotel.
I am very disappointed to read that your stay has fallen so short of your expectations, this is certainly not the standard and customer service we aim for.
We have very recently gone through some staff changes, I myself have only commenced my position here in mid May, and I am aware that we have a long way to go yet. As in any business, things can go wrong and only through feedback can we improve our offer.
There is currently a high focus on training and streamlining the team, along with several other changes I am hoping to make. We are working very hard on standards and I am positive that we will soon see a vast improvement.
I sincerely hope that you would reconsider giving us another chance at getting things right for you in the future.