Never experienced anything like it
Reviewed 5 September, 2021
I booked this hotel this evening on booking.com , then a couple of hours received an email from the hotel to say we should cancel as the room we booked was noisy . I called the hotel and was told very rudely that the room we had booked was right next to reception and would be very noisy with phones , printers and people talking . I was advised to cancel , I said to the receptionist why was it a bedroom if it was that bad ? She then slammed the phone down !!! Never in my life have I been spoken to by hotel staff like this .. I am thinking maybe it was a wind up but sadly it isn’t ..I hope management can respond as to why rooms are advertised then customers told not to go .. so weird
Reviewed 31 August, 2021
Booked stay at hotel nights of Fri 13th/Sat 14th Aug 21, £227. night. Booking made via Booking.com 25th Mar 21. Trip Advisor review 1 wk ahead, review around Wedding parties and noise issues. Called to check if there was a wedding party on the dates of our stay, informed no wedding planned. Checked in, wedding party in process. Requested room away from function room, not possible. Room hadn’t been vacuumed in months. Hairs in bed, food on floor, bathroom dirty. 7pm DJ started shouting, thumping music throughout hotel. Ended 1am. Weddings guests outside drinking, swearing, shouting, smashing glass till 2am, outside our window. Our two boys 8 and 9 years terrified by noise outside didn’t get to sleep until 3am. 10pm went to reception to cancel my second night. Horrific experience - £227/night. Website pics misleading. Hotel shouldn’t sell rooms to other guests when they know they have a wedding, then lie when you ring up to check. Should be making guests aware there is a function and likely to be noise. Could then make decision to book. Informed we should have received email asking if we were in the wedding party. Didn’t receive this. Lots of other guests didn’t receive this as many at reception complaining. Requested refund at checkout, receptionist refused to give manager contact details, had to go through reception. No manager during stay, reception staff unsupported. 2 wks to get a response from manager after emailing reception which said it had been forwarded onto manager.
Clean, but lacking efficiency
Reviewed 30 August, 2021
Our room was one hour late from check in, obviously not a great start, we had a family executive suite which was lovely, bare in mind that if you have a young child the stairs to bedroom don’t have a stair gate. The reception staff didn’t give many details on facilities or dining/meals. Views are stunning, room very clean, the tele was a pain and kept switching itself off. The swimming pool was chaos, changing room was disgusting - blood all over one cubicle. No restrictions on numbers in the pool, restaurant food wasn’t great - they turned us away for not having a reservation but manager did eventually fit us in, the service was ok but didn’t get offered another drink or asked how food was. Won’t hurry back.
Nice enough room and views. Reception staff need training.
Reviewed 24 August, 2021
Booked a 2 night break. Aug 21-23. Arrived to a confusing sign which lead us to the swimming pool. Was directed through concrete jungle to reception. First impression was it was scruffy and seemed more like the back way in . Very small reception. Not a welcoming from the staff. However check in was very fast. The room was lovely. Couple of issues in the room. The water didn’t seem to want to drain away in the bathroom sink ? The handle on the patio door was about to fall off. But that was all. The room layout was good. Horizons restaurant was very welcoming. Staff were all so polite and friendly. Definitely need reception staff to take note and maybe swap the staff around. Breakfast staff were just as friendly. The food was lovely and plenty of it. Sleeping was difficult on the first night as a wedding function was on. I did get a email to ask if I was in the party , wish I had then changed hotel. The noise spilled out to the courtyard. Soundproof windows would of been an idea, especially with being on a main road and next to a train line. Not a lot to do in the area however good for a base. I did look in at the swimming pool. This must be shared by the adjoining caravan park. It was basically how many kids can we fit in this pool. A idea that soon came and went. After shopping in Edinburgh and local sightseeing the evening on the balcony with a book and a Gin and tonic was lovely. I wouldn’t return, but as a base it’s ok. Definitely need the reception staff to go on a customer service training awareness. Then give the restaurant staff a bonus.
Don’t book the disco room!!
Reviewed 7 August, 2021
The room itself is pretty standard. Clean enough and the large bed is two singles bolted together with a mattress which has seen better days. Our stay was supposed to be a chilled out break before going on to Edinburgh. It’s was a shame then that our Friday-Saturday night stay was in a room which was directly attached to the function room where wedding receptions took place each night. If you’re after a quiet evening then refuse room 127 unless you want to hear the constant thudding of the bass from the DJ, to hear every song played as well as the crashing of crates every so often. We gave it the benefit of the doubt for the first night but when we had the same noise for the second night running it was incredibly disappointing. Don’t book a deluxe room if you want privacy either. The full length windows are great until wedding guests decide to come stand immediately outside them to smoke under the shelter of the canopy which isnt great if your fresh out of the shower in a towel! This area should be specifically out of bounds. The very low boundary hedge provides no deterrent. All in all incredibly disappointing that our weekend break was marred by this and we really aren’t fussy people.
The view is lovely but there is no immediate access to the beach. There is a huge caravan park at the back of the hotel which isn’t mentioned on the website. We ventured up to the top bar but it was a reminder of a holiday camp type function room so we beat a hasty retreat. The restaurant however was very good. Breakfast was plentiful and served quickly and efficiently. We ate twice in Horizons restaurant for dinner and were impressed both times with the quality of the food in spite of a fairly limited menu.
To sum up the room next to the function room should be reconsidered as a room for paying guests or at least mention that you will hear music (above the tv) until at least 11.45.