“Excelente experiencia: la atención al detalle es evidente en todas partes y el personal no pudo hacer lo suficiente para que nuestra estancia sea memorable”

“I wouldn’t even go out my way to give this hotel a rating at all. Traveled all the way from Perth which is a 2 hour journey to stay in this hotel for the night for my mums birthday. Upon arrival we were told no booking for the hotel nor restaurant could be found. The general manger was so disinterested, he sent a young girl over to explain the situation. She explained because there was no confirmation and in turn no rooms available, we couldn’t stay. I asked her what the other options were, she suggested we book another hotel after having already spent over £200 on the hotel room we were told we couldn’t have and a taxi to the hotel from Aberdeen and a return trading journey from Perth to Aberdeen!! She said the most they could do was pay for a taxi back into Aberdeen where we would be stranded with no accommodation and no train as we had booked a return for the following day! I asked to speak to the manager instead of the young girl but he showed a complete lack of care and yet again interest. I suggested he either pay for our taxi back to Perth or another hotel for the night to which he refused as “it wasn’t his fault” “ it was central reservations fault and our fault for not checking for our email confirmation”. I understandably went outside to calm down as I was furious by this point and other customers passing by agreed the lack of care and interest from the manager was disgusting and would make them think twice about staying here. After being left no alternative but to agree to a taxi back to Aberdeen I pointed out we weren’t even offered a drink. The young girl then rapidly ordered us a drink while we waited for the taxi. The bar staff were very friendly and attentive but this could be to do with the fact they heard the situation unfold in the reception. Having worked in the hospitality industry myself, I feel the way the situation was dealt with was disgusting and showed a severe lack of care which coming from such a “high calibre hotel” is shocking. I have been treated better in a travel lodge and similar “lower” standard hotels. I recommend you stay well clear if you are looking for a hotel with good service and caring manner for its customers. I was looking forward to my visit, now I’m just looking forward to going home.”