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Avaliou em 3 de Junho de 2021
I'd like to start this review extremely clear. This review is in no way a reflection on the actual reasons behind the cancellation, it is merely about the poor handling and sheer lack of empathy. Our wedding for 23/07/2021 was cancelled by st andrews town hotel, 10 weeks before the date due to water damage I believe comprising the electrics. I am completely sympathetic that this is an awful time to happen considering the year we've had as an economy.
We were offered no help from management to find another venue, no compensation and no sincere apology. I've never ever known anything so passive in my life. I requested compensation to cover the costs of another venue to ensure we had the same package. This was promptly refused. I asked for reimbursement for my invitations that were now obsolete, this also was promptly refused. I was offered a refund of the deposit paid.
This is completely unacceptable service. I have sought advice from other establishments and competitors that have shared my disgust for st andrews not even offering a complimentary overnight stay when the hotel reopens as this is well within their power to do so.
There was no urgency to return my funds which needed to be placed as a holding deposit on another venue. It was extremely difficult to get hold of management and the owners about this despite being advised the hotel landline was diverted to personal mobiles so I don't feel 'working from home' is a satisfactory response for not returning my calls or answering them in good enough time.
When an establishment has your wedding hanging by a thread with 10 weeks to plan a new day, I expect an exceptional level of service which unfortunately did not happen. This saddens me to think there's such a lack of humanity at this hotel, and I reiterate, reviews are extremely valuable in the current crisis. It's unfortunate I could not bring myself to give the venue a good review. I feel it's important for other brides to be aware that this cancellation was not covid related and was handled appallingly considering the circumstances. Having worked in a customer service setting, when you have disgruntled a customer through no fault of their own, you offer all you possibly can to ensure the customer returns. This was not followed through.
I can say that my funds were returned to a closed account despite telling st andrews this they insisted that there was no other way to return the money. Having spoken with the financial ombudsmen and researched thoroughly, this is simply untrue and caused yet more unnecessary inconvenience to me and my husband to be
I will say again, this issue was 100% nothing to do with the event but the poor disgraceful handling. You just can't get the staff these days I suppose
Fabulous Boutique Hotel
Avaliou em 25 de Março de 2021
We are booked for our wedding later this year and the staff have been an absolute gem throughout the planning process to confirming our date. We loved the surrounding countryside ambience, private and picturesque just perfect for a photoshoot! I am sure they will go above and beyond to make our day more special than we can imagine. We look forward seeing you all hopefully in September. Keep safe!
Avaliou em 7 de Fevereiro de 2021
I was due to get married here last October but had to move it to April this year, but due to covid we have decided to cancel our wedding. I have now been asking for my money back for over a month. (due to the contact not being able to be fulfilled - a frustrated contract). It was agreed that a refund would be given, then the offer was withdrawn a few days later. I have been unable to speak direct with the manager, all my emails have been ignored. We have now had to go down the legal route to get our money back.
Once again, a lovely experience!
Avaliou em 23 de Abril de 2020
My wife and I visited this charming hotel last year and everything was absolutely superb so I decided to surprise her again. We love this place, such an oasis of calm, professionalism and seamless service. Staff remembered us from our previous visit and we were treated like friends. Just like the first-time cosy, clean, comfortable and inviting room with complimentary tea/coffee, water and WiFi.
The evening meal was superb, wish we lived nearer because we would be regular customers. Breakfast cooked to perfection, was definitely worth paying the extra for as we were booked without.
All in all, excellent value and looking forward to go back.Thank you!
A real hidden gem
Avaliou em 23 de Março de 2020
Well what can I say...what a find! Absolutely beautiful hotel with a fantastic team. Given what is going on in the world nothing was too much trouble, making our stay a truly comfortable one. Will definitely recommend this hotel and will stay again next time I visit the area, thank you for everything.