Following a period of illness, my wife treated me to what was supposed to be a relaxing 5 star luxury night away in a 5 star hotel. Little did we know just how wrong our hopes and wishes for this stay were going to be.
Firstly we booked into the hotel which looked stunning. The staff were very helpful and polite and shortly thereafter we decided to use the spa facilities.
As we were resident, you simply slip into your swimwear, put on the complimentary white bath robe and then walk to the spa area. There were two pure white quality bath robes hanging up in our bathroom so my wife took one and I took the other.
On opening mine up to put on, I was absolutely disgusted to find a large BROWN stain on the inside of my robe at the back which was clearly body matter. This was dealt with quickly by housekeeping.
That night we booked into the La Cucina restaurant within the hotel. After ordering our starter we waited around 20 minutes for it to arrive. After consuming the starter, our table was cleared and so began the wait for our main meal. 20 minutes past with no sign, 40 minutes past with still no sign and unbelievably an hour passed with no sign. Other residents were complaining and threatening to walk out. Just after that my three tubes of cannelloni arrived which didn't take long to eat. Needless to say, our deserts arrived very quickly but unfortunately my wife, who loves her deserts, had to leave her Panna Cotta as it tasted as though the cream had turned.
Having had enough, I went to reception to voice my concerns. My concerns were duly noted and apologies were aplenty. We were offered a complimentary drink and were informed that a manager would speak with us in the morning.
I accepted the offer of the drink and so my wife had a cocktail and I a pint of lager.
In the morning, looking forward to a longer lie, I was enraged to be woken up by a barking dog in the adjoining room. This went on constantly for over half an hour before I phoned reception again.
On leaving our room to go for breakfast, there was an envelope lying on the floor outside our room which turned out to be our express checkout information. You will understand my anger as I scrutinised the bill to find our complimentary drinks of £14 for the previous evening had been added to the bill.
This really was the icing on the cake so to speak. We cleared our room and then went to check out. I again voiced my concerns re our stay and was able to speak with one of the managers. He was very sympathetic and initially taken back with the bath robe issue.
We were eventually offered a 20% discount off our £260 one night stay which we initially accepted. With time to reflect, I contacted the hotel and intimated that this simply wasn't acceptable to which they offered a further 30% discount meaning a total discount of 50%.
I emailed back stating that it would have been our preference to have been invited back to the hotel for a complimentary stay on the same basis as we had booked in order that they could demonstrate exactly what they say they provide but this was declined.
Sadly, in light of this decision, the only review I can offer any future guests of this hotel is a frank but very honest and accurate account of our stay at the Fairmont, St. Andrews which was nothing other than disgraceful.
I appreciate that a financial gesture was made by the hotel however our stay was spoiled and the money refunded certainly wouldn't buy me and my wife another night in a 5 star hotel so we have definitely lost out due to the incompetency of the hotel and it's staff during our stay.
This review is not intended to discredit the Farmont Hotels and Resort group but is a truly accurate review and is provided as information for other people so they they are aware of my experience and to help them make informative decisions in relation to their wish to reside at the Fairmont Hotel, St. Andrews.
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- Also Known As:
- Fairmont St Andrews Hotel St. Andrews
- St Andrews Fairmont
- Fairmont St Andrews Scotland