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Holiday Inn Dumfries
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Reviews (1,112)
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All reviewscrichton churchuniversity campuseasterbrook hallexecutive roommodern extensionon arrivalbeautiful groundshotel is situatedlovely locationbuffet styleold buildingrestaurant staffthe ground floorsat navfirst classreception staffmain building
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530 - 535 of 1,112 reviews
Reviewed 26 June 2014

The photograph of this hotel is misleading, the main hotel is behind the one shown in the publicity photograph, and is a Holiday Inn glass fronted building in a livid shade of green that does not fit in with the Scottish red brick of the surrounding buildings. However, that was the least of the issues for us.

If you are an independent traveller staying here for a few days, there should not be a problem, as the rooms are large and comfortable.

However, if you are part of a group on a coach holiday the situation 22-25th June 2014 was very different. We were with a party of around 45 in a coach holiday, visiting gardens in the Borders, organised by Brightwater Holidays of Edinburgh.

It was quite obvious early on that the hotel was not organised to deal with a group of this size.

We arrived quite late for dinner the first evening, around 7.45pm, and shunted into a small side room, despite the fact the main dining room was almost empty. There were obviously too few staff to take orders, cook it and serve the food, with the result that we were only finishing our meal around 10.00pm, most in a state of exhaustion having travelled all day. Why the hotel could not have had a salad and meat/fish buffet waiting for us, heaven only knows.

Breakfast on the Monday, the following day, was chaos - and I am not exaggerating. Again we were shunted like cattle into the side room. There was a limited choice of food, and orders were being taken for cooked breakfasts. I ordered fried eggs on toast. I was told I could have fried eggs, but was directed to a pile of stone cold toast. Cereals were separated from fruit juices so there was a mass of people bumping into each other in an already crowded room, with cereal spilling out of bowls, and no tea & coffee when I arrived. Porridge was not on offer either - in Scotland! But worse, there were no cereal bowls, glasses and plates when we arrived, and the poor girl on duty was catching the wrath of the group. Where was the restaurant or hotel manager? Why were they not supervising events? Who organised this chaos in the first place?

Members of our party made strong protests to the tour guide, who contacted management at the hotel, and the evening meal on Monday evening was better organised. On Tuesday morning breakfast was better organised, with more staff on duty, and the meal Tuesday evening was again better organised. However, the food was not of a good quality at any of the evening meals, with obviously bought-in (and cheap quality) desserts on offer, and a poor choice of vegetables; we had to ask for potatoes to be served with a fish dish on the Tuesday evening, as none came with it. Small things - like one jug of water produced for a table of ten - indicate a complete lack of imagination, interest or foresight by the restaurant and/or hotel manager. One evening menu, produced in the morning at breakfast, had a question mark for the vegetarian choice - which says it all as far as the logistical and management abilities of this hotel are concerned.

By Wednesday morning, the Tuesday promise of a better organised breakfast had vanished, with again inadequate numbers of bowls, plates, and this time, table spaces for the group. It does not take a genius to lay out 45 bowls if 45 people are expected, does it?

By this time, I had had enough of being treated like a third class diner, so went into the main and virtually empty dining room to find an eating space. It was obvious here that our group were being treated in an inferior way, as there was a greater range of food on offer, including Continental breakfast. Why was our group herded into a small, noisy side room when the main dining room could have been utilised? Surely this would have made better use of existing staff resources?

Overall, there is currently a big problem for the group traveller in this hotel, and I am writing personally to the manager of this hotel and Holiday Inn HQ.

If you are travelling with Brightwater Holidays, please pay particular attention to this, as Brightwater may be paying for an second class service for its guests here, and if that is the case, it is a disgrace that the tour operator and hotel are complicit in this - the type of thing that makes people like me vow never again to choose a package style holiday.

The management of this hotel need to wake up and deal with these issues, as we would personally never return to this hotel - or any other in the Holiday Inn chain. An accumulation of small, but annoying oversights, cost-cutting and inadequate staffing arrangements by this hotel spoiled the holiday for us.

  • Stayed: June 2014, travelled on business
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7  Thank Colin323
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGCare, Guest Relations Manager at Holiday Inn Dumfries, responded to this reviewResponded 12 July 2014

Dear Colin323,

Thank you for writing a very detailed review of your experience. Providing excellent customer service is one of the things we pride ourselves on and we are sorry to read that in this case you feel we have fallen short of your expectations. We would love to regain your faith in our hotel and would welcome the opportunity to discuss your stay in further details. We have sent you a private message to obtain additional detail regarding your stay.

We look forward to your response soon.

Kind Regards,

Tracy V.
Case Manager
IHGCare

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 June 2014

We were given a short break as a gift we picked the Aston
as we wanted to visit the west coast of Scotland.
Great hotel with friendly staff ,beautiful well planted grounds within the Crichton.
Lovely place just to walk around the hotel grounds.
Really glad we came here.
definitely would come back.

  • Stayed: May 2014, travelled as a couple
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1  Thank jeffredcat
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 22 June 2014

All was perfect, just the button to flush was loose. All in all a really nice hotel! I wanna stay again at there place. The staff was very friendly and the breakfast was good. You find easily parking place in front the hotel - there is enough space.

  • Stayed: June 2014, travelled with family
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Thank nutellabrot2014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 18 June 2014

Lovely hotel with beautiful grounds for a tranquil stroll before breakfast or after dinner!! Staff very helpful and friendly!! Ate both evenings in the Marco Pierre White Restaurant - food and service first class!!

Discovered that the Aston is now a Holiday Inn from Monday 16 June so finding the hotel was confusing !!

Hope the high standards are not compromised by the change !! Only time will tell!! Would certainly stay here again as it is an ideal location to chill and use as a base for a leisurely break :)

Room Tip: We had a ground floor garden room - beautiful :)
  • Stayed: June 2014, travelled as a couple
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1  Thank EilidhLauren
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mel D, General Manager at Holiday Inn Dumfries, responded to this reviewResponded 17 July 2014

Eilidh,

Thank you for taking the time to write a lovely review on the hotel & restaurant.

Re-assured now we are a Holiday Inn, the same exceptional levels, the benefits increase for all of our guest improve under the brand, by joining the rewards club enabling you to collect points for every stay.

I do hope i have the opportunity to welcome you back to the Holiday Inn Dumfries, very soon.

Many Thanks
Mel

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Reviewed 18 June 2014

Thank you to Emma who works on reception for arranging our stay. The Holiday Inn has just taken over this hotel and it is in my opinion going to be one of their best in Scotland. The room was spacious, clean and had everything we needed for our stay. The Marco Pierre restaurant where we had our breakfast was excellent. The hotel stands in the ground of The Crichton campus and the surroundings are breathtaking. We shall certainly return again.

  • Stayed: June 2014, travelled as a couple
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Thank isabel g
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mel D, General Manager at Holiday Inn Dumfries, responded to this reviewResponded 17 July 2014

Isabel,

Thank you for a lovely review on the hotel & restaurant as a new Holiday Inn it's wonderful to here guest feedback, with special mention to a member of my team. I have of course shared your comments with Emma.

Kind Regards

Mel

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