I booked this hotel as a birthday treat for a friend and we stayed for 2 nights in Oct 19. To say the stay was a bit of a disaster was an understatement. We booked a standard twin room. The room was basic, uninspiring but warm; but the main issue with the room was the beds. 2ft 6 beds where the mattresses have not been turned, means you end up trying to sleep on 1 ft of bed or else you fall out. We decided to try and make the best of it as we were only there for 2 nights.
The restaurant was another disappointment. The first item we ordered was sold out. Fine. Went for a healthy option instead (a large separate section on the menu).. When it came, there were 2 small overcooked haddock fishcakes and a huge pile of lettuce covered in french dressing. Nothing healthy about it at all. Breakfast was buffet style and the hot food was cold.
The next morning we were woken at 7 am by the fire alarm. As instructed we went to the allocated point but no one else arrived. Eventually we went back to our room.
That evening we went to the restaurant again. The first three things we ordered were unavailable and the white wine came warm. At this point we asked to see a manager and met Ewan, the restaurant and beverages manager who did his best to put things right, even going out to get us some food for our meal. He spoke to us the next day and asked us to give them another chance with a repeat complimentary stay. All we had to do was phone and book at dates to suit us and we would be offered a free upgrade to our room as well. What a lovely gesture we thought and accepted.
We rang up to book the stay and the receptionist said, sorry we don't know anything about it, We will phone you back. No-one phoned. Rang again. Different receptionist - same response. Eventually we got through on the third phone call to the manager, who booked us in.
Last week we went back. We arrived and were given an identical room to the previous one - no upgrade. We were even given wrong directions as to how to get to the room. (Renovation work meant the entrance was not obvious). We rejected the room and were told the hotel was full so no other room was available. We explained about this being a repeat visit because of the issues we had had before, and the young receptionist said there was no record of any issues. (Why were we getting a complimentary stay then?)
I asked for the manager and was told he was not on site, but the head housekeeper came and immediately sorted the problem. She offered us another room - presumably a superior room although the only difference in the two rooms was that the second one had 3 ft beds, not 2 ft 6 in beds, - the rest of the room was identical. A real disappointment but we accepted it as we needed somewhere to stay.
We went to the restaurant. The first thing we ordered arrived with part of the dish missing and another part stone cold. We rejected it. The rest of the meal was fine.
Breakfast was much improved as there was no longer a buffet, but we could order individual dishes which were very nice,
The second dinner we had was fine. All the food we wanted was available until we came to the wine - they had run out of Pinot Grigio white wine.
Most of the staff were lovely and very helpful but on the second night, there was not one manager working and for an hour the bar and restaurant was run by a 17 year old whilst his superior went on her break.
The hotel has a lovely main building, nice location, nice helpful staff, but at the moment it has too many issues to warrant a return. I was grateful that my friend whose birthday treat it was, was able to laugh throughout the whole 2 stay experience. We were very pleased to have been offered the second stay, and we were so hopeful that our previous experience would prove to be a one-off, but it wasn't. So disappointed. less