It's around 7 years since we were last in this hotel and we were really looking forward to returning as we enjoyed our last visit so much. The grounds of the hotel are as good as you could hope to find anywhere in the world and from the outside the hotel looks very nice. The reception area is very cramped and extremely tired looking compared to what we remembered so not a good first impression of the inside. We booked a deluxe double room overlooking the River Tay and were a little disappointed with the size of the room. However, the bed was one of the most comfortable beds we've had in a hotel. Like the reception area, the room decor was a bit tired and there was black mould on the patio door frame.
Wifi was free in the reception area but service was very intermittent. If you wanted wifi in your room the price was a disgrace. Using 3G was a non-starter for O2 users as there is very little or no reception in or around the hotel.
We booked dinner bed and breakfast and the standard of food was very good. The staff were very friendly but there seemed to be a distinct lack of supervision (no one seemed to be in charge of the dining room) and the young waiting staff did not seem to have been trained properly. Bascis like serving female guests first were lacking and we were left to pour our own wine. At £35 for a bottle of Prosecco I would have hoped the wine waiter would have been a bit more attentive! During our second evening meal one couple walked out of the dining room after giving the waitress a real lecture on how bad the service was, telling her they were going to get room service instead. We also saw another couple where the man's meal was wrong, and rather than taking both plates away, the lady's meal was left in front of her which she ended up eating on her own as her partner's meal took over 15 minutes to arrive. Not once were they approached by a senior member of staff and we belive that no apology was forthcoming when it eventually arrived. Not what you expect from a 4 star establishment.
It's a shame there were a few negative points during our stay, but a bit more staff direction and some freshening up the interior would make a huge difference to the Hilton Dunkeld House as it has the potential to be a really special hotel again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
On a positive note we are pleased to hear that you enjoyed our beautiful estate, had a peaceful night’s sleep and experienced good food in our garden restaurant. Your constructive criticism regarding team members in our restaurant has been highlighted to our food and beverage management and training will be undertaken to rectify this. Our deluxe rooms are not larger than our standard rooms and if a larger room is required for future a suite would maybe more suitable for your stay. We do hope you will return and we will look forward to welcoming you.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC