Terrible service and lots of apologies but very dissatisfied
Reviewed 3 September, 2021
We had booked in for afternoon tea and had specially requested a window table that could be opened due to COVID and were advised that we would be sitting in the conservatory on our visit and this would be well ventilated. On arrival we were shown in to the restaurant on the fourth floor where apart from two or three other occupied tables it was empty, the waitress proceeded to sit us beside another table in the middle of the room, why ? When asked if it was possible to sit away from other guests we were given short shrift by the waitress and after some discussion with my other guests we were placed in the corner away from other guests which suited us fine until I put my hand on the banquette seat and found it to be thick with dust…by this time the waitress had moved all of the crockery etc to our unset table and in doing this she made sure we heard her annoyance…banging cups, glasses etc. One at a time.
At this point I made my way to reception and asked to speak to the duty manager, on arrival he was extremely apologetic and then proceeded to introduce me to the food and beverage manager who again was apologetic. Our afternoon tea was served in the library with no one else there, it was enjoyable but somewhat ruined our experience of the service we had to accept from a waitress. The duty manager did come back and advise me he did agree the banquette was dusty and this would be escalated to housekeeping, please do not get me wrong they are having extensive work done at the moment but surely you can communicate with your guests and if there are any adjustments that have to be made make them aware, there were no windows open in the restaurant and no offer of compensation of which I am very annoyed about. It is not every day especially in the current climate you can do something like this so expect more of a five star hotel
Superb hotel with stunning views across the golf course to the sea beyond
Reviewed 28 August, 2021
Recently stayed for a three night break. Had booked an Old Course room to have the benefit of the wonderful views of The Old Course. As soon as we approached the entrance to the hotel we were greeted by an extremely friendly concierge and a gentlemen in highland dress. Our cases were immediately taken from us (which enabled us to use the hand sanitisation facility) and taken to reception ready for us to check in. Check in was simple, friendly and informative and before we even left the desk our bags had already been taken to our room. The room was spacious with a very comfortable king bed and various items of furnishing including armchairs and a table that we could sit at and enjoy the views. Tea and coffee were supplied as was a bottle of water. There was a very handy small fridge. Bathrobes and slippers were provided, as one would expect, together with ample towels and toiletries. As we all know not everything can be perfect and I am afraid for me personally the bathroom, or more particularly the shower arrangement, was a bit of a let down. There was a system which operated a rain shower (my absolute pet hate anywhere!), a hand held shower and a way of filling the tub. It took a few attempts to operate this but we did get there. As regard the rain shower this may be fine for some but I am sure many ladies out there do not want to have to wash their hair every time they shower. The hand held shower was so powerful that it was very difficult to use. There were three power settings but unfortunately they ranged from very powerful to fierce to ferocious. There was also an extractor in the bathroom which I thought would come on with the light but it simply never went off at all and was quite noisy. These are I am sure fairly minor points to some but very important to me. Anyway, enough of the doom and gloom. Breakfast in the restaurant was plentiful with a very good choice and superb views. We ate in the restaurant one evening and I have to say the quality of the food was outstanding. There was a nice bar area to the side of the restaurant which also had superb views of the golf course. One small point on the bar was that at night the lights in there were so bright it spoilt the atmosphere totally. Dim the lights a bit and I am sure guests would stay on for more than one drink! Overall a superb hotel with wonderful staff in all departments who I cannot praise highly enough. Would we stay here again? Despite the little niggles, most definitely.
Old Course Opulence
Reviewed 24 August, 2021
We enjoyed a 3-night stay at the Old Course hotel, last week. We chose the hotel this time, due to its central location and facilities. There is ample car parking on site, which includes charging points for electric vehicles. We were warm welcomed by a gentleman in traditional Scottish dress, who then assisted with our luggage. The reception team were very attentive and courteous. As we had arrived early, our room was not quite ready, however the Receptionist offered to telephone us as soon as it was available. As promised, we received a call to say the room was ready.
We stayed in an Old Course King Suite overlooking the fairway of the 17th. The suite had traditional décor, creams and reds, which was in keeping with the style of the hotel. The room had an extra-large king bed and a double sofa bed, which had been made up for our son. In addition to the main bathroom, there was also a separate toilet. The bathroom was well appointed, with a deep chromatherapy jacuzzi bath, large shower with choice of heads and double hand basins; typically what you would expect from Kohler. The room set up was ideal for a family as there was a dividing wall in the suite, with the king bed on one side and sofa bed on the other and a wall mounted TV on each side; which almost makes it feel like they are separate rooms. There is a sitting area by the windows/double doors which lead onto the balcony, where you are able to step out and take in some breath-taking views of West Sands/sea, the R&A, 17th fairway and green, the Swilcan Bridge, along with the 1st and 18th holes of the Old Course. Stunning.
Breakfast is served on the 4th floor in the Road Hole Restaurant. On stepping out of the lift, a member of staff was there to greet us and show us to our table. We were seated by the window, which again provided spectacular views of the sunrise and early morning golfers. We were immediately offered tea/coffee, choice of juices and toast. The menu offers a good variety and includes: pastries, sweet pancakes, the famous breakfast, cereal, granola, eggs benedict, eggs florentine and a deli selection. The food was delightful, and our son would highly recommend the Belgian waffles, served with cream, red berries and maple syrup. The professional staff add to the pleasant ambience; nothing was too much trouble. The whole experience was faultless.
Due to a late tee time, we booked in advance and ate at the Jigger Inn. Seating is available both inside and outside and dogs are welcome. The experience was pleasant, and even though we were blessed with fine weather, there were outdoor heaters and blankets available. The steak baguette and club sandwich proved good options – please be aware that portions are large!
The Kohler Water Spa experience was wonderfully relaxing. Changing rooms were well equipped, and spotlessly clean, lockers easy to use and robes/ slippers provided. We had booked a few weeks in advance, to ensure that we could get the times/treatments that we wanted. We both had massages, myself the Signature Massage and my husband the SOK overflowing bath and massage, which lasted 80/90 minutes and come highly recommended. In addition, each day we used the fitness pool with our son, which again we booked a time slot in advance. Each time we went, it was quiet and we either had the pool to ourselves, or there was just one other family there. Again, the changing rooms are kept clean and well stocked. It felt ‘safe’.
I haven’t posted for some time on this forum, however I felt that the Old Course Hotel was truly worthy of a rapturous review. Whilst there were some building works ongoing during our stay and we even had to move rooms on our last evening in the hotel, this was all done swiftly with the assistance of the staff and certainly did not diminish our delightful stay. I truly believe that ALL the staff that we had the pleasure of encountering, did their utmost to make our stay a comfortable and memorable one. Having read some of the recent reviews, staff aren’t always mind readers and if you need something, just ask. I’m sure they would be happy to help. We can’t wait to return, later this year.