Very disappointing and unprofessional. - Airds Hotel and Restaurant Appin - Trade Reservierungs
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Ranked #24 in Appin's Best Hotels.
🤢 2/5 - Very disappointing and unprofessional.
By 👻 @Nick T, 11/14/2023 3:00 am
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We booked the Airds Hotel way back in February this year for a much needed four night break in October. We chose it primarily because at the time it was listed as a Relais and Chateaux hotel. We have stayed in these many times over the last thirty years and they have always been of an excellent standard. We also looked at reviews and the website which promised in the Food and Drink section, (and still does) 'a restaurant style which embodies crisp, white tablecloths, fresh flowers and a romantic candle-light atmosphere and offering an a' la carte menu specializing in producing the best of local Scottish seafood'. We made it clear on booking that we were Relais and Chateaux loyalty scheme guests. We were rather surprised to be asked to pay the bill in full on booking but felt that we could do so being able to rely on its standard as a Relais and Chateaux establishment. On arrival the hotel had a rather neglected appearance from the outside and we entered through a glass porch with a dirty, broken glass roof. Consequently, we were not surprised to see the absence of a Relais and Chateaux plaque. It was no longer a member of this group although we had not been advised. The restaurant did not fit the website description at all but was more like a bistro with small. wooden tables and a rather cold ambience. The acting manager, Sean, showed us to our room. It had a wonderful view but otherwise it was very disappointing. Two light bulbs were out in the ceiling - one in the bedroom and one in the bathroom over the sink which made that end of the bathroom quite dark. The bathroom carpet and curtains were quite grubby, the hem was hanging down on one of the curtains and there was black mould around the bath. The chest of drawers in the bedroom had two knobs missing with two large screws left sticking out and the TV did not work! We mentioned the missing bulbs and TV that first evening to Sean who said they would be fixed the next day. Despite reminders, they were still not replaced when we left four days later. He said the absence of TV reception was due to poor weather. Housekeeping was very poor. On the Tuesday our dirty cups, glasses and a jug of milk, which had gone off, were not removed from our room and an empty tissue box was not refilled. On the Wednesday our bed was not even made and on the Thursday our bins were emptied but the rubbish bag was left in our bathroom. All these incidents were mentioned to reception at the time. On the Tuesday we asked to have a meeting with Sean to give him our feedback and he met us on the Wednesday morning. He listened patiently, and with agreement and understanding, to our complaints. We never asked for compensation but merely wished to give feedback and express our opinion that our room was most certainly not worth £265 per night, However, Sean kindly offered us a refund, which he felt was warranted, and we appreciated this, believing it was a professional and appropriate response. He said he hoped to get back to us that day although it could take a little longer as he had to get authorization from the owners. (He also said that he didn't now think the TV could be the result of the weather but it could be fixed very quickly. It wasn't! Fed up with not having a TV, my husband fixed it himself on our last evening). Sean was not in again before we left on the Friday. We tried to contact him many times subsequently and spoke to him on 7 occasions as we felt his promise of an unrequested refund should be honoured. Each time we were told that the matter was still in hand but he never rang back as promised on each occasion. Eventually, after being at home for 5 weeks, we have been offered a modest refund of £100. Sean explained that this was £50 per night but we pointed out that we stayed for 4 nights so it was only £25 per night. We still paid £240 per night for a room which was definitely not worth that for its level of quality and service but we, reluctantly, decided not to pursue the matter further having waited 5 weeks to get to this stage! Airds did not live up to its promise as a luxury hotel and the 'new' owners appear to be very removed from its day to day running. Their focus seems to be on future refurbishment and investment rather than on the satisfaction of their present clientele. A very disappointing ending to a disappointing episode!
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