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“Beautiful but let down by the dreadful service in the bar.”

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Cameron House on Loch Lomond
Ranked #1 of 4 Hotels in Alexandria
Certificate of Excellence
London, United Kingdom
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
“Beautiful but let down by the dreadful service in the bar.”
Reviewed 23 February 2014

Just back from a short break with the family. The hotel and facilities are superb and the children really enjoyed the outdoor activities. Unfortunately the whole experience was let down badly by the dreadful service in the bar. The first day we waited 20 minutes for a drink before complaining (which didn't really help). My daughter asked for some ketchup for her chips which arrived as we were waiting for the bill. Thought this might just have been a one off but the same experience occurred each time we used the bar. A real shame because it's put me off ever returning to this otherwise beautiful place.

  • Stayed February 2014
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Helpful?
1 Thank Delsman
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Liverpool
Level Contributor
8 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
Reviewed 23 February 2014

The hotel is absolutely lovely, one of the nicest i've stayed in anywhere in the world however it is really let down by its check in process:

1. We turned up on time and had to queue for 30 minutes to be seen by one of the 2 reception staff. Seriously 2 staff for a destination resort! Since its a destination resort i.e. its a long way from anywhere everyone turns up at the same check in time. Why are there not more staff on desks between 3 and 5pm?

2. The check in process is way too long, over 15 minutes. You have my details from my booking, why do I need to fill them in on a form once again?

3. The overworked staff are also given a script to reel off about the facilities, yes its useful but its time consuming, an informational pamphlet would be much more efficient or how about this - try putting some information into the room booklets rather than just using it as an advertising device.

4. So after the 30 minute wait and the 15 minute check in process the room isn't ready, and we weren't the only ones. We were told to go sit in the bar (no complimentary drinks) and they would phone us when the room was ready. 45 minutes later still no call, why? because the staff are rushed off their feet, again why only 2 people on the front desk?

5. We walk back to the reception and have to queue once again for 20 minutes to ask for our key which wasn't ready again. Reception staff disappear for 5 minutes into a back room to go find it.

Really managment, I don't expect this for the price we pay to stay. The staff are fantastic and I can't fault them, its the owners understaffing the key areas of the hotel. Why are you cutting corners where first impressions count? Why am I paying £150 per night to be made to wait 1 hour 50 just to get into my room after a 6 hour drive?

and the last gripe, room service was ordered, food was warmish by the time it turned up. Dry and cold, had been sitting under a heating lamp for some time.

  • Stayed February 2014, travelled as a couple
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Helpful?
1 Thank UnderCoverTraveller
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Level Contributor
220 reviews
37 hotel reviews
common_n_hotel_reviews_1bd8 74 helpful votes
Reviewed 22 February 2014 via mobile

We were here for a valentines weekend. We had a lovely room overlooking the loch. Very well appointed and just nice all round.

We love the pool here, probably one of the best hotel pools we have had the use of. Excellent service checking in and out and very good breakfast too.

Only comment. The service in the great scots bar on night one had a lot to be desired. A lot of people were waiting a long time for drinks. 20 mins, but it wasn't busy. We were also initially served a Warm bottle of wine rather than chilled!!

It was much improved on the Saturday night.

Stayed February 2014, travelled as a couple
Helpful?
Thank AlanG1967
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Glasgow, United Kingdom
Level Contributor
59 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 37 helpful votes
Reviewed 20 February 2014

we recently stayed here for valentines day and had a lovely time. Everything about Cameron house was great overall , one downfall was the quality of food with room service and one member of staff that gave us our room service was not very friendly.

Room Tip: would highly recommend a loch view
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  • Stayed February 2014, travelled as a couple
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Helpful?
2 Thank charmaine d
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hampshire
Level Contributor
6 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 19 February 2014 via mobile

Booked a 2 night stay at Cameron House. Hotel deco nice, staff very good, great location, very good facilities. Restaurants; The Cameron Grill very good food, avoid the Boat House, Loch Fyne Restaurant - inexperienced staff although very friendly, food dreadful and expensive, this is not like a Loch Fyne restaurant I have ever been too before. The quality of the food was lacking in taste, substance, appearance and amount. A Large Shrimp Starter £9.50 consisted of 6 tiny prawns and a dollop of sauce, crab fish cakes not much better - really let's the hotel down, sorry - stay would have been perfect if we hadn't visited the Boat House

  • Stayed February 2014
    • Value
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Helpful?
Thank EricaHampshire
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Stirling, United Kingdom
Level Contributor
14 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed 18 February 2014

Lovely rooms, hotel decor and atmosphere. The hotel was very clean and the facilities are good. Spa is amazing would highly recommend. The breakfast was great with so much variety.

The major complaint was customer service, I couldn't believe it! For a 5 star was expecting great service but it was terrible. The worst was dinner at the boat house. We had tried to change reservations from 7pm to 7.30 but were told it was not possible since there was a large party arriving at that time. We arrived at 7pm and told our table was not ready so they asked if we would wait at the bar, they then forgot about us! After 30mins of waiting I had to go and ask if table was ready. They looked confused then apologised and said it would be another 10 mins. They gave us menus to look at while we waited. 15mins later I had to ask again and we were eventually shown to our table only then to be left again for another 15mins before our order was taken! So instead of rushing out the spa we could have had our 7.30 reservation! The service continued to be very slow and waiters were not polite. We had to wait for ages and then eventually ask to see the desert menus.

The staff on the reception desk were not very friendly either. Would not pay full price to stay here, I would only return if it was discounted in an offer due to poor customer service.

  • Stayed March 2013, travelled with friends
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Helpful?
3 Thank SandCtheworld
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Aberdeen, United Kingdom
Level Contributor
50 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed 18 February 2014

My husband and I stayed for two nights in February 2014 for Valentines / his birthday. We booked The Great Escape spa package which included 2 nights bed and breakfast with dinner on the first night, plus a treatment each. When booking we were made aware that they only had Contemporary Features Rooms available. The cost was significantly higher, but we were told the rooms would have views of the loch and either balconies or rolltop baths in the room - so we decided the extra cost would be worthwhile.

The hotel is gorgeous and large and even though it was busy, it never felt like that.

The room we has was absolutely massive - five seperate rooms over the length of a corridor. The bathroom was huge with double sinks, a rolltop bath and double shower - although there is no door into the bathroom which can be a little offputting. The value for money for room size was worthwhile!

The only view we had was of the car park, but we felt the room was special enough to overlook this. However, there were many little things in the room that just weren't quite right. The room wasn't as clean as we'd have liked; in the bedroom area there was wallpaper peeling from the wall; there were many little fixtures that were loose or broken. There were two tv rooms, plus a tv in the bathroom but the reception in both tv rooms was poor and there was no remote for the bathroom tv (not that we were there to watch television, but we did fancy watching the winter olympics with a glass of champagne before dinner)!

Service at the hotel was hit or miss. Dinner at the Boathouse was good. Dinner and service at Martin Wishart was incredible (I'll write a separate review). Breakfast was the big let down at the hotel. Long queues, comments from staff about 'everyone coming down at the last minute', missing crockery or cutlery, etc! The breakfast was nice - my husband and I wanted to order from the menu on the second day, but this wasn't really an option as having waited so long to get a table and to be served, we'd have missed check out! However, my husband and I both worked in hotel restaurants so understand how it can be busy nearing to the end of service, so did not complain. I just felt that we should not have had to wait 30 minutes when we came down an hour before the end of service! I think they were definitely short staffed over the whole weekend for breakfast.

We had a bottle of champagne in our room on the first night and had some chocolates that were left by the manager for my husband as a birthday treat (such a lovely thought). We left all the glasses, plates, etc in the living area but for some reason they were left there by the turndown staff? Odd. Also, when the cleaner did clear them the next morning they were left outside our room until AFTER turndown that evening! Over 24 hours for rubbish to be left outside our room is poor.

We went to the Carrick spa and it was ok, but not fantastic. The shuttle service was great. My husand had a brilliant hot stone massage whereas mine was a bit poor. The relaxation room was a little grubby with cobwebs hanging from the ceiling! The thermal facilities were good but there was an unmistakable smell of feet / sweat. Not great!

The swimming pool and leisure facilities at the hotel are great for kids. It would be nice if there were more loungers.

The location of this hotel is excellent - beautiful with brilliant walks and so much to do. The food at the hotel was great. The room we were in could have done with a little more TLC, especially considering the cost! Some of the staff could do with some more training. However, I do think I would return.

  • Stayed February 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank amy_davidson_1983
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Cameron House on Loch Lomond

Property: Cameron House on Loch Lomond
Address: Loch Lomond, Loch Lomond and The Trossachs National Park, Alexandria G83 8QZ, Scotland (Formerly De Vere Cameron House)
Region: United Kingdom > Scotland > Loch Lomond and The Trossachs National Park > Alexandria
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 4 Hotels in Alexandria
Price Range (Based on Average Rates): £££
Hotel Class:5 star — Cameron House on Loch Lomond 5*
Number of rooms: 132
Official Description (provided by the hotel):
A magnificent baronial mansion surrounded by 100 acres of woodland, Cameron House on Loch Lomond, blends traditional Scottish influences with sumptuous contemporary decor to offer guests a memorable stay in the finest surroundings. This is your loch side Baronial mansion and so much more, with a Championship golf course, a luxury resort spa with rooftop infinity pool, a range of luxury traditional and contemporary suites with views overlooking Loch Lomond and some of the most supreme dining imaginable, all bundled up and served with the heartiest of Scottish hospitality. Cameron House on Loch Lomond is every part the five star Scottish experiences and located just 25 minutes from Glasgow International Airport. ... more   less 
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Also Known As:
De Vere Cameron House Hotel West Dunbartonshire
De Vere Cameron Hotel
Cameron House Hotel
De Vere Cameron Arden
Cameron Hotel House
Cameron House On Loch Lomond Alexandria, Scotland, UK

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