Awful customer service & personal experience on trying to book an event!
13/10/2015 324Arlo, Edinburgh, United Kingdom
We visited the Cartland Bridge to meet with the manager Alan via appointment, spoke to him in great length regarding an event we wished to have at the hotel and provisionally booked an agreed date for... more
We visited the Cartland Bridge to meet with the manager Alan via appointment, spoke to him in great length regarding an event we wished to have at the hotel and provisionally booked an agreed date for our function including reservation of rooms for guests and we were advised that he would hold the date in question for us for up to 10 days until we paid a deposit. We had a relatively decent meal in the bar that evening and later that night I called the hotel to try & pay the deposit, only to be advised that there may have been a mix-up with dates and the rather frosty receptionist said that she would need to speak to the manager regarding the date as no bedrooms seemed to be available. After trying many, many times to contact the manager both via phone & email there was no communication regarding the booking of the event, I was always advised that he would call me back, but he never did. Eventually I managed to speak with him directly and he said that there was no rooms available on the date we were supposed to have our function but he would find out when an alternative date was available and get back to me asap. Approx 10 days later I received an email offering 2 dates, I immediately replied to the email confirming one of the dates would be suitable and could he just confirm that the bedrooms were definitely available on those dates and asked if I should just call reception to pay the deposit as agreed previously. I still have not received a reply to this email and this is over a month ago, I have now booked our function elsewhere.
This manager is trying to run two hotels, one in Lanark and one in St Andrews and clearly is incapable of doing this, my advice to anyone wishing to try and book a function at the Cartland Bridge is to go elsewhere or you will end up being disappointed or let down. It is such a shame because the building is so beautiful and it is in our local area, we could offer them so much business in years to come but unless they drastically alter the way the hotel is run at the moment, it will close. The managers excuse for not contacting me was that they were so busy with weddings that he hadn`t had time to deal with it, but no decent hotel manager would really not deal with events in the near future as well as in the present, I think Best Western are definitely expecting too much from this Manager and changes must be made. less