We had previously eaten lunch at the hotel and decided to book rooms for our next visit. We arrived mid-afternoon to check in to three bedrooms for a 2 night break.
The welcome was dysfunctional - no reception desk and no introduction from the staff member about hotel facilities, payment, breakfast etc as you would normally expect.
The website shows a clean, cosy bedroom with a beautifully made bed covered with a duvet, throw, pillows and matching cushions. We were shown to our rooms (1, 3 and 14) and in reality, the rooms were not (in any way shape or form) comparable to the website image.
Room 1 (double) had an out of date bathroom, dirty shower and tiles, window sill outside covered with rubble and wires, black stains on the carpet and an uninviting looking bed with a general musty odour.
Room 3 (double) next door had an extremely strong smell of mould/damp, a bathroom with black mould and scum on the tiles, half used toilet rolls on the back of the cistern, grubby carpet and faded furniture. The ceiling had damp stains with the wallpaper peeling off. We spent 5 minutes in the room and started to feel queasy from the overpowering odour.
Room 14 (twin) was along a narrow corridor and again the bathroom was very dated and grubby. The bedroom had a large sash window which opened onto a flat roof in the beer garden. First thoughts for all of us (women sleeping alone) was that this room could be reached from ground level with ease and did not feel safe leaving our luggage or sleeping in here overnight with the window open. The window could not have been closed due to the heat and lack of air conditioning or a fan.
As we were discussing our options, we spent 15 minutes waiting for our drinks until we went and collected them off the bar ourselves as the bar staff stood talking.
We then approached a lady in the side office and explained we were unhappy with our rooms and enquired if they had any alternatives. We were abruptly told they hotel was fully booked – at this, she turned and disappeared back into the office. We stood, rather flabbergasted that there was no attempt to discover what the issues were, and such lack of willingness to help.
15 minutes later the office lady was speaking to a lady in a suit who we presumed was the hotel manager and she was sent over to find out what our issues were. We explained each of the rooms issues (as above) to receive a short sharp response that no-one had ever reported such issue and that the hotel was fully booked - with that she disappeared.
As we were finishing our drinks, both the office lady and the manager came to the table and the manager asked us to explain the issues again – we did, and were met with a barrage of statements saying the damp issue in the room had been fixed and the room redecorated, they didn’t understand the issues with room 1 and made to feel stupid about the safety issues we raised round room 14. Our question about the rooms looking nothing like the website fell on deaf ears and conversation ended with the response that the hotel was fully booked and they disappeared.
We were made to feel very uncomfortable by the staff through their unhelpful, aggressive and abrupt manner and decided to check out of our rooms despite having nowhere else to stay. I have never felt so aggrieved by a situation to write this type of review on trip advisor as you can see from my previous reviews.
I don’t know which bedroom the previous reviewer stayed in to warrant such a well written and glowing review but not only were the rooms a disgrace but staff were unhelpful and unpleasant. I have uploaded photos of my experience with a comparison of the room advertised on the website and my actual room.
I have contacted the Citizens Advice service who have in turn contacted the Trading Standards Authority who are reviewing my case under Consumer Protection from Unfair Trading Regulations 2008.
- Also Known As:
- Graeme Hotel Falkirk
- The Graeme Hotel Bar & Restaurant Falkirk, Scotland