Best Western Plus Dunfermline Crossford Keavil House Hotel

My fiancée and I stayed here from the 26th to 28th November 2021. We arrived excited but didn't exactly get the warmest welcome. I was very confused by the receptionist who said that my card hadn't been charged and needed charged. I had paid the stay in advance and as you can imagine began looking for my confirmation email. She then explained that because I paid Hotels.com she needed to charge them. Why she had to tell us this and cause such confusion I don't know. Later on the night of arrival, the hotel experienced a power cut due to Storm Arwyn which I absolutely understand could not be helped. However the response of the hotel reception was terrible. At no point did anyone phone our room or come to our room to explain what was happening. I went to reception where the same receptionist was sat in the dark on her phone and not even looking at me when I asked if there was a power cut. It was the restaurant staff who came to help and gave us candles. They explained what was happening whilst the receptionist sat on her mobile. Due to the power cut the taps stopped working and there was no water. But there was absolutely no offer of any bottled water and this lasted 3.5 hours. I was gobsmacked that a Best Western hotel would offer such poor service. However, the breakfasts we had were lovely as were the restaurant staff. There was also an older male on reception during the stay who was super helpful. The bed was also super comfy. It's just a shame that the initial female receptionist had such a poor attitude. She must have been having a really off day. I certainly was annoyed by her poor service given what I had paid for the two nights! I was very close to checking out in the Friday night and going elsewhere. less

Total disappointment. After reading all the great reviews on this supposedly 4 star hotel and looking at the pictures of the beautiful room’s on there website I decided to book this for my wife’s birthday. On arrival we had a speedy check in and allocated room 17. On the way to the room the hallway carpet was heavily stained, the doors dirty and in need of painting. the room was tired looking and the heating didn’t work and it certainly didn’t look like any of the photos on the website. The manager was reluctant to move us and put an electric heater in the room. After challenging this I was offered a second room which wasn’t any better. I showed the manager photos of the rooms advertised on their website only to be told that there were no rooms like that and photographers had a way on enhancing and making things look better than they actually are. A third room was offered that slightly resembled one of the rooms on the website which we accepted but still not a 4 star in my opinion. On a positive note breakfast was great but would have been better if we got the toast we ordered I certainly wouldn’t stay here again or recommend it to anyone Maximum 2 star less

Just back from a 2 night stay at the Keavil House Hotel. As weekends away are few and far between due to family circumstances they are precious to my husband and myself. We managed to get a last minute booking in an executive room to give us that bit extra space to relax. Although room 103 was cold on arrival it was acceptable for us. However shortly before going to dinner we noticed that there was a noise like constant running water. It was still there when we returned to our room. The manager came up and said it was the water tanks constantly filling and offered to move us to a smaller room which we gratefully accepted as we would have had a very disturbed sleep. The following morning we went for breakfast which was included in our stay only to be asked if we had booked a table. This is the first time we have ever encountered having to book a table for breakfast. At reception the previous afternoon we were asked if we had booked a table for an evening meal. No mention was made of breakfast nor was there any information in the room regarding breakfast. We had asked about breakfast times at dinner but were not made aware that we had to book a table. We were asked to wait in the lounge until a table became available while other guests who had booked tables continued to be seated in the restaurant. When asked to go through to a table we pointed out that a gentleman had already been waiting there longer than our 20 minutes. We were told that there were more tables available but he still had another 5 minutes wait after us. We asked for milk to go with our porridge which never arrived until I complained 5 minutes later? The next table asked for orange juice which never arrived. They just got up and left. Twice throughout our stay staff tried to give us drinks that were ordered for other tables. They also tried to serve the same drinks twice to another table. The restaurant seemed to be staffed mostly with young inexperienced staff who struggled to cope in a very busy environment. We took time to register our complaints with the duty supervisor and the manager. They accepted our complaints and said that they had 2 weddings on that day with a great influx of guests arriving for breakfast at the same time. The blame was put on new reception staff not passing on the correct information and a lot of inexperienced staff in the restaurant. We booked an earlier breakfast today. It was like night and day. The same staff not under pressure gave us excellent service. We certainly don’t feel that we have had a 4 star experience at this hotel and therefore would certainly not recommend it for a relaxing break. less

We stayed in a family room for two nights. Our room was in need of refurbishment. It was old fashioned, tired and required a deep clean. The shower curtain was fit for the bin and the sofa bed was so uncomfortable we asked for another duvet to fold up and lie on. It looked like chewing gum had been trampled into the carpet and the fan in the bathroom was caked in dust. We didn’t eat, have drinks or used the swimming pool in the hotel so can’t comment on the facilities. What we saw of the restaurant it looked nice and recently refurbished. Had Nicola asked how our stay was when we checked out we’d have given our feedback prior to leaving. less

This hotel is quite some distance away from the road, despite being in the centre of the town, so tricky to access if not on private transport. Problems with heating on first night - no heat at all in the rooms but there was a warning about hot water problems so that may explain it. However, they should have offered additional electric heating and they did not. Room service only average with our wash hand basin not cleaned throughout our 3 night stay, but I can put this down to staff shortages. Breakfast very good, if slow at times once again down to staff shortages. less