Had booked to spend the night while visiting New Lanark with my wife. I'm very surprised by the reviews so maybe our experience was a one-off but here it is and you can make up your own minds.
We arrived early at 1230 (lunchtime) and asked if we could check in early. We couldn't and that's fine. However, what is not fine in my opinion is the rude response and negativity we received on asking that question on arrival. It was as if we had asked something totally ridiculous and we were not made welcome. The receptionist offered no suggestion about staying for lunch or using the beautiful grounds for a drink or a walk and made us feel unwelcome.
The grounds are beautiful but the interior was dirty, old, chipped poor quality wood, an old mobile clothes rack in the entrance way.
We decided to come back after a walk in New Lanark and give the hotel a second chance. New Lanark is lovely and we enjoyed our walk there.
We arrived back at the hotel about 350 and the reception desk was empty. A member of staff saw us waiting but paid no notice. We rang the bell and a member of staff said he couldn't do the check in and the receptionist may have been upstairs. While he tried his best to find out what to do we noticed that the menu on the wall had hotdogs and burgers on it (not the kids menu but the main dinner menu). At this point my wife and I had serious concerns about staying..and asked if we were committed or if we could simply cancel. 3 members of staff later....and we were told we could just leave but I could not take any of the paperwork with me.
The final staff member did ask why we didn't want to stay and I said the hotel is not what we expected from the website research, it's below our expectations and the welcome has been unfriendly. The receptionist then challenged my "opinion" and told me other people think it's great. I then said that's fine but that's my experience and it's my choice.
In a nutshell it has beautiful grounds, unfriendly staff who seemed to be untrained in customer centric service and is very tired and dated.
I would not recommend it and we decided not to stay. We went to a bar/restaurant called Station Inn nearby to search for another place and the locals we spoke to in Station Inn commented they had heard similar things about the hotel.
To be fair they cancelled without charge but did not take well to feedback and got quite shirty. I think the response to this feedback has the potential to be interesting and an indicator if the management's idea of service, eitherway. less