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“A pleasant experience”

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Holiday Inn Dumfries
Ranked #4 of 7 Hotels in Dumfries
Certificate of Excellence
Reviewed 30 August 2014

Booked a two night B&B and evening meal deal. The location of the hotel set in the grounds of the Critchon is extremely nice and very pleasant to wander round if you get the chance. Our room was very nice, clean well furnished and looked out over the gardens. Good toiletries provided in an adequate en suite shower room. Ate in the restaurant on the first night and could not fault the food. Staff were not sure of what was included in the evening meal deal but went away and asked. Breakfast was not as good, a little disappointing. We went down to breakfast 20mins before service finished, the food had been standing under the warming lights for some time as the fried eggs were hard and the bacon more than crisp and very greasy also had to ask for bread for toasting and baked beans which when they came weren't Heinz (they had that catering taste) tea and coffee served from flasks which is ok but never asked if we would like a top up. I think some more training in the restaurant could resolve these issues. All in all our stay was good, reception staff very helpful. Air conditioning came on but wasn't very effective. Would I stay here again? Yes.

  • Stayed: August 2014, travelled as a couple
    • Value
    • Sleep Quality
    • Service
1  Thank treborBurnley
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Tracey S, General Manager at Holiday Inn Dumfries, responded to this reviewResponded 22 October 2014

Dear Guest,

Thank You for taking the time to write your review.

It was great to read that overall your stay was good and that you would return to the hotel.

We take on board all comments given to us by our guests to continually improve our service and product.

We hope to see you back again soon!

Regards,

Tracey Sweeney
General Manager

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Reviewed 30 August 2014

A married couple in our mid-thirties, we stayed in this hotel on 26th July 2014 to attend a wedding in the area.

From the moment we checked in to our room, 210, it was unbearably hot - whilst I got ready I had to keep cooling myself down with a cold towel. There is clearly a problem with air circulation as the further you get into the hotel (and the higher up you go) the temperature rises significantly. We followed the instructions left on our bed which advised that the air conditioning had been repaired and needed leaving on 15. When we returned at 11:30pm it seemed that the air conditioning had been pumping out hot air all day long, and unable to open the window beyond a couple of cm's there was no way to cool it down. The only way I can describe the atmosphere would be to liken it to being stuck in a car in the middle of summer with all the windows shut - dangerously hot. We complained to reception, were told a) there were no fans available b) every hotel in the area was booked up (friends of ours had complained the previous night and been found alternative accommodation at another hotel - they had now been located on the ground floor for the 2nd night of their stay suggesting that the hotel knew there was still a problem with rooms on the higher floors!?!).
At 1:30am I gave up fighting to breath in our room and took my pillow downstairs to sleep on a sofa in the bar area! I did not pay almost £100 to sleep on a sofa in a public area!!!
That was bad enough, but like so many others that have reviewed on here, the response of the staff at the hotel was nothing short of disgusting.
We raised the issue with the "duty manager" the following morning who failed to apologise for the situation, could offer us no solution or indeed promise us that our complaint would be dealt with as a matter of urgency. She basically laughed at the fact that I had felt the need to sleep on a sofa - thoroughly disrespectful for someone working in the service industry.
Despite leaving contact details the hotel manager failed to contact us the following day (we know the issue was logged with them as we photographed the entry in their book!), we chased it 2 more times before she finally rang us back.
Eventually, two days later Mel Darwell rang us back and apologised plus offered us a full refund within 2-5 working days. At last some reasonable customer service we thought ... but oh no, we waited a almost 2 weeks and had to chase this refund!

Despite the stunning location, there is absolutely no way I could ever recommend this hotel to anyone I know!

Room Tip: Do NOT accept a room on the top floor in the summer!
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  • Stayed: July 2014, travelled as a couple
    • Rooms
    • Cleanliness
    • Service
2  Thank Soupspoonsboys
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 14 September 2014

Dear Soupspoonsboys,

Thank you for taking the time to leave us a review. It is regrettable that you were not satisfied with the service received. I have sent you a private message to discuss your concerns further.

Sincerely,

Pam G
Case Manager
IHGCare

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Reviewed 30 August 2014

We arrived at the hotel very late (after midnight) but this was not a problem. There was plenty of parking and reception was excellent given the time of night. Rooms were very big and exceptionally clean. Breakfast was a combination of cereals and cooked and very tasty. For trips between England and Scotland this is a perfect stopping point.

  • Stayed: August 2014, travelled with family
    • Location
    • Sleep Quality
    • Service
Thank UKtraveller054
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 1 September 2014

Many thanks for taking the time to write a review on your recent stay at the Holiday Inn Dumfries.

I am delighted to hear you found the hotel most enjoyable, and the ease on arriving late to the hotel.

Hopefully we will see back at the hotel on your next trip to Scotland

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Reviewed 29 August 2014

Nice position on the Scottish borders. friendly staff, nice breakfast & large, clean rooms. Large car park and nice grounds to walk in.
Nice restaurant, Wheelers, onsite for evening meals, overseen by Marco Pierre-White. Bar also serves food.

  • Stayed: August 2014, travelled as a couple
    • Location
    • Sleep Quality
    • Service
Thank Nick S
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 1 September 2014

Thank you for taking the time to write a review on your recent stay at the hotel.

It's always pleasing to read lovely feedback from guest at the hotel & restaurant.

I do hope the team & I can welcome you back to the hotel in the near future.

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Reviewed 28 August 2014

We booked this the night before we stayed as a stop over on way back from Scotland. Booked on late rooms. Got an exec suite which slept the family. Setting was lovely and hotel room nicely fitted. Only downside was it was a warm evening and aircon didn't work so it was very warm, uncomfortably so. I mentioned in morning and staff said they had another report on same floor and would investigate and had I advised reception on the night they would have done something so that is fair enough. Had a meal in wheelers which is a Marco Pierre White restaurant attached to hotel. Vey good. It had some average/ poor reviews on here but our meal was spot on and they do a daily special which was good value. We were literally up and away after breakfast which was nice too so can't comment on Dumfries itself but hotel and restaurant was great esp for price and I would stay again

  • Stayed: August 2014, travelled with family
    • Value
    • Sleep Quality
    • Service
Thank marcSunderland
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 1 September 2014

Many thanks for taking time to write a review on your recent stay at the hotel.

It's always wonderful to receive lovely feedback from our guests, i am also pleased to read yo very much enjoyed dining in our great restaurant.

I do hope we can welcome you & your family back to the hotel on your next trip to Scotland.

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Reviewed 27 August 2014

I've stayed here a few times on business and think the change to Holiday Inn a backwards step.

I am currently sat in the bar and finding the service charming but way too slow. Having eaten in the much-promoted Marco Pierre White restaurant a couple of weeks ago I'd have to say I'm surprised he'd put his name to it - the food was pleasant but no more, and didn't meet expectations.

They also used to advertise options to order at breakfast, and to offer gluten free toast. No longer.

Sadly I'm not that impressed.

Room Tip: Ask for a room at the back away from the car park if you don't like noise.
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  • Stayed: August 2014, travelled on business
    • Value
    • Rooms
    • Service
Thank Helenatthefarm
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 28 August 2014

Many thanks for taking time to write a review on your recent stay.

I have sent you a private message as i would like to discuss your experience with you in more detail.

Kind Regards
Mel

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Reviewed 26 August 2014

Well we had a lovely evening at the Holiday Inn Dumfries en route to the west of Scotland,the hotel is set in lovely grounds on the outskirts of the town, and was very peaceful, on our visit. You can have a lovely walk around the church in the grounds too. The staff were very pleasant and very helpful.

Room Tip: well we were in 120 on the first floor and all was well.
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  • Stayed: August 2014, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
Thank woodleywag
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 28 August 2014

Many thanks for taking the time to write a review on your recent stay at the Holiday Inn Dumfries.

It's great to receive lovely reviews from the guests who stay with us, i am also pleased to hear yo had the chance to take advantage of the hotels unique locations on the Crichton Estate.

I do hope we will be a stop on your next trip to Scotland.

Many Thanks

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Additional Information about Holiday Inn Dumfries

Address: Bankend Road, Dumfries DG1 4ZZ, Scotland (Formerly Aston Hotel Dumfries)
Phone Number:
Region: United Kingdom > Scotland > Dumfries and Galloway > Dumfries
Amenities:
Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Wheelchair access
Hotel Style:
Ranked #4 of 7 Hotels in Dumfries
Price Range: £48 - £109 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Holiday Inn Dumfries 3*
Number of rooms: 71
Reservation Options:
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Also Known As:
Dumfries Aston
Aston Hotel Dumfries
Holiday Inn Dumfries Scotland

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