On first impressions, the room was larger than normal and it looked neat enough. In the middle of the night we woke to dripping coming from the roof (we weren't on the top floor). Turning on the light revealed water dripping out of the smoke detector and then we were left in the dark as the light shorted out. We quickly went downstairs to the reception area. No-one was to be seen and we called the emergency number, only to get message bank. After trying the number of the hotel, which rang downstairs but didn't get forwarded, we tried twice more before eventually the owner rang us back. Her first response was 'is the bed wet?', 'no?', after which we insisted that she come and investigate. She obviously lives offsite, as it took 15 minutes for her to arrive. After arriving, she launched into a long explanation of how this had happened to a room at the other end of the hotel and had collapsed the roof of the restaurant - comforting!
Instead of moving us to another room, and then getting to fixing up the problem, she launched into another explanation of what had happened. After 45 minutes of being awake in the middle of the night we were a bit over it and asked for another room. We were moved to a twin room instead of a double (the only one available apparently, although there wasn't another sole at dinner, or car in the car park). This room was fine, but was only recently painted and smelt very strongly of paint. In both rooms the wind was easily coming in through the closed windows. It was quite draughty and cold.
Breakfast was adequate, but I wouldn't go as far to say it was good. When checking out, the manager was very apologetic and we appreciated her attempts to negotiate with the owner to obtain a refund (this took some negotiating with the owner as she wasn't willing to give us anything initially). Eventually we received a 50% refund for the room. I still think it should have been more. If these events hadn't happened, perhaps I would have given a better review, but the owners tardy response to a problem and her unwillingness to give a refund justify our rating. Very disappointing.
- Official Description (provided by the hotel):
- This refurbished hotel offers en suite rooms, some of which have picturesque views of the River Tay and Broughty Ferry Castle. The New Dundee Carlton Hotel is home to Mercury Maia fine-dining restaurant and cocktail bar. All rooms are en suite and offer luxurious soft furnishings. ... more less
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- Also Known As:
- Dundee Carlton Hotel Scotland