After booking direct with the hotel for an upgraded room, talking through dietary requirements , we were so bitterly disappointed on our arrival. We were met by Jane , shown to our room, but quickly pointed out that it wasn't quite what we expected. Jane wasn't happy , but said all her suites were full, but as we were staying for three nights, she could show us another. She went and collected keys, showed us another room, which we thought so much nicer, and we then brought in our luggage and felt happier. Rather surprised we had no dressing gowns or slippers, but were informed they were not provided. No biscuit to have with your coffe, certainly no shortbread tablet we had read about. Back down to reception, hopefully to get some sort of snack to eat.we had been travelling for four hours. We were begrudgingly served coffee, four squares of cake about the size of a ten pencepiece. We paid £15-00 for that,for which we have the receipt. We were asked if we wanted dinner. Oh yes please we said. We were shown a menu , that was £62-50 per head. It wasn't the cost, but the food I couldn't of eaten as I do not eat meat, and my husband wouldn't of eaten several courses. I would say that the food was very good, but the Chef / owner in his baggy track suit bottoms and decidedly off white whites, looked very grubby. We were told at the time of booking, we should of said the menu we wanted to eat from. However after some discussion we managed to agree with Jane who liaised with the Chef of food we could have. when we came down for dinner, Jane was nowhere to be seen, and we were looked after by a very nice young man. We had an excellent meal, a glass of wine, then back to our room for a cup of coffee. There was a notice to say, nothing should be consumed within the room. Certainly no biscuits. We went down for breakfast. Food was good , served by stony faced Jane. She asked would we be eating in the restaurant. My husband asked if the Chef could cook the same as the previous evening for us. Plain and simple. Jane said she would ask the chef, and it was agreed he would. Booked in for seven o'clock , after a lovely day exploring we went down to reception. We were completely ignored, but as there was another couple in the reception area, we waited until they had been served drinks ect, and Ian my husband asked if we could have a couple of glasses of wine , after we had managed to find the wine list. After about 15 minutes , Jane approached us, picked up our wine glasses and showed us to a table. It was the only one that wasn't laid . There were two small plates, two serviettes but no cutlery. I said to Jane when she brought us a bread roll, we don't have any cutlery. She went to a side table, picked up cutlery, came within an inch of my face , banged the cutlery down so hard that sh broke the side plate, and said, I am only hear to serve you. I said to her, How dare you speak to me like that, I was so upset and my husband said , right, let's ago. She made us feel very nervous and uncomfortable. We went to our room and packed, the phone rang , it was Ian the chef asking if we were coming down for our dinner. My husband said no, the situation was unbearable , we were leaving. We were then accused of being difficult and rude. We certainly were not, we were on holiday for goodness sake, and Visiting our daughter and grandchildren who live near Dumfries.
My husband took our luggage to the car, we paid our bill and left. It was now dark, we didn't know where we were and had to find another hotel to stay in for the night. It was now gone eight o'clock. Never have we experienced such rudeness in any hotels that we have stayed in world wide. Also the wet towels in our room and bath mat were not changed, but hung back over the radiator .
- Official Description (provided by the hotel):
- Relaxed comfortable award-winning 4 star restaurant with rooms in beautiful surroundings with fantastic food and friendly staff on the banks of the river Nith in Dumfries and Galloway. Close to Drumlanrig Castle Dumfries House and Crawick Multiverse. Fishing available. On the Southern Upland Way in beautiful walking and cycling country. Next door to a swimming pool with golf course less than 1/2 mile away. Only 45 miles from Glasgow ... more less
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