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João D
Lisbon, Portugal

Disappointing and misleading!

2.0 of 5 bubblesReviewed 15 Sept 2019via mobile
We booked a night at Sherbrooke hoping to spent a glamorous night in a Scottish castle. Well, we got everything but that!!

Looking back you can read on Booking.com that “rooms may be located in the garden or cottage”. However in no way during your reservation are you made aware that you’re not actually booking a room in the castle.

So, we got there and we were placed in the “cottage”. The name is a scam!! It is NOT a cottage. It’s a ground floor, shed like house that is located in the backyard of the main building that faces the parking lot and the kitchen backdoor.

So, if you stay in the glamorous cottage you get car lights in your window, employees smoking and dumping thrash right by your doorstep. But the glamour doesn’t end here! The rooms were dusty and so poorly insulated that it was very cold inside and the heating didn’t work properly. But you do get the world’s smallest oil heater to back that up!!

In the morning you can take a shower but do make sure to go first. The curtain stands 7inches above the ground and everything will be splashed afterwards. Of course you don’t really realize that because the plumbing makes the LOUDEST, constant gargling noise whenever it is in use!

When checking out we were given a dinner bill that wasn’t ours although that was sorted out rather quickly.

Summing up: there is no way of knowing if one is booking that awful room! People have been complaining about this for YEARS, as I can see. It should be CLEARLY stated that it was an outside room. It makes every difference, no matter the “amenities being the same”. And there are conveniently no pictures of the outside of the “cottage” (lol) anywhere to be found.

One books a room here for the glamour and all we got was a cheesy motel experience!! You clearly know that!! You’re scaming people!!
Date of stay: September 2019
Trip type: Travelled as a couple
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SherbrookeCastle, Guest Relations Manager at Sherbrooke Castle Hotel, responded to this review
Responded 30 Sept 2019
Dear 705jo_od,

We greatly value feedback from our guests as it allows us to understand their experiences with us, letting us know what we are getting right and also areas which we may need to focus on.

We are sorry to read your review as this is certainly not the experience, we wish our guests to have with us. We have rooms located in the castle, garden suites and cottage building. Due to the nature of the castle, there is limited accommodation in this building. We have Junior Suite Rooms all of which are located within the castle, and Executive Rooms which are located in the castle, garden suites and cottage building. This is stated on the hotel’s website, third party sites and reservation confirmation.

We note at no point during your stay were any issues raised, had we been aware of your disappointment we would have made all effort to rectify any issue, offer an alternative room or assist with finding you alternative accommodation. The cottage rooms have been recently refurbished. We have investigated the points raised and did not identify any of the issues you have mentioned, therefore we believe the main reason for your disappointment to be that the room was not located within the castle. We only wish you had discussed this with us directly and we would have been given an opportunity to try to rectify the situation to ensure you had an enjoyable stay with us.

We do hope you will choose to stay with us again in the future to allow us an opportunity to ensure you have an enjoyable stay, as we wish all guests to have.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviewed 10 September 2019

Stayed at Sherbrooke Castle earlier this month. Very traditional Scottish hotel, welcoming and comfortable. Rooms were spacious, well furnished and very clean.

Breakfast was delicious and had just about everything you could imagine. Staff were helpful and friendly.

Overall lovely hotel and would definitely recommend and return.

Date of stay: September 2019
    • Sleep Quality
    • Cleanliness
    • Service
1  Thank evelyn g
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
SherbrookeCastle, Guest Relations Manager at Sherbrooke Castle Hotel, responded to this reviewResponded 30 September 2019

Dear evelyn g,

Thank you very much for taking the time to tell us about your recent stay with us. We are delighted you enjoyed your time, and will be sure to pass your kind comments on to the whole team. Many thanks once again and we look forward to welcoming you back in the future to Sherbrooke Castle.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 September 2019 via mobile

I stayed at the Sherbrooke because it was walking distance to the summer sessions concert venue. I am so glad we did! Excellent staff, best breakfast, nice room with a garden view. The hotel was a short walk to the train station, and city center was a few minutes ride away. Can’t say enough!

Date of stay: August 2019
3  Thank sookiedoo22
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
SherbrookeCastle, Guest Relations Manager at Sherbrooke Castle Hotel, responded to this reviewResponded 6 September 2019

Dear sookiedoo22,

Thank you very much for taking the time to tell us about your recent experience with us at Sherbrooke Castle. We are pleased that you enjoyed your recent stay with us. We are delighted you enjoyed your time and we look forward to welcoming you back on your next visit to Sherbrooke Castle.

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Reviewed 29 August 2019 via mobile

We had a few days of celebrations at the Sherbrooke Castle Hotel,a special Birthday and our Wedding.

What a fantastic venue...from the moment we booked the wedding and birthday until today the staff made us feel very welcome and were very supportive.... A big thank you to William who was just excellent keeping us all updated, I feel he went above and beyond... Angela was also fantastic looking after everyone, she made even the quick visits special...reception and Bar staff on the day of the wedding were outstanding and the food was beyond brilliant.

This hotel is fantastic for events and for a quick coffee, Drew and I couldn’t recommend it enough.

The guests who stayed couldn’t praise the rooms enough, clean tidy and had lots of positive features ...the views over Glasgow were spectacular.... with the Drumbreck train station minutes walk away to reach all parts of the city and also Bellahouston Park within a short walking distance, it’s an ideal place for even a short visit.

Drew and I had a fabulous day all thanks to the venue and staff.... couldn’t thank u all enough... we will continue to visit x

Date of stay: August 2019
Trip type: Travelled with family
1  Thank Guide765581
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
SherbrookeCastle, Guest Relations Manager at Sherbrooke Castle Hotel, responded to this reviewResponded 6 September 2019

Dear Guide765581,

Thank you very much for taking the time to review us, we pride ourselves on our guests experiences and we are delighted to read your review. Your kind comments are greatly appreciated, we are thrilled the day was such a success for you both. Your feedback will be passed on to the whole team. Many thanks once again, we look forward to welcoming you back in the future to Sherbrooke Castle and may we take this opportunity to wish you both many congratulations!

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Reviewed 26 August 2019

We had our special day at sherbrooke in May 2019 and cannot praise the venue enough !

During the planning phase nothing was too much for the team, response to queries was always really quick and the coordinators guided us in every step of the way which made life so much easier.

When the big day arrived william was on hand from the crack of dawn to help set up, answer questions, generally keep us all calm and help with the coordination - we'd have been lost without him! He was so in tune with both ours and our guests needs that he was able to keep everyone happy whilst also allowing us to steal 10 minutes alone during the day which was unbelievably needed just to enjoy each others time with no stress.

The food was to die for, bar and wait staff were so attentive and kept the evening going flawlessly.

Breakfast staff the next morning were so helpful and kind and kept us back plates because we were too busy trying to thank everyone and almost missed the breakfast cut off.

We couldn't have picked a better venue for our special day and would recommend the Sherbrook again and again.

Thank you for everything.

Mr & mrs Gallagher x

Date of stay: May 2019
    • Value
    • Cleanliness
    • Service
1  Thank eilidh s
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
SherbrookeCastle, Guest Relations Manager at Sherbrooke Castle Hotel, responded to this reviewResponded 28 August 2019

Dear Mr & Mrs Gallagher,

Thank you very much for taking the time to review us. We at Sherbrooke Castle pride ourselves on our guests experiences, and we are absolutely delighted that your wedding celebration with us was such a success. We are thrilled to read your review and your kind comments will be passed on to the whole team. Many thanks once again, we look forward to welcoming you back in the future to Sherbrooke Castle and may we take this opportunity to wish you both many congratulations!

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Reviewed 25 August 2019 via mobile

Loved our stay here. Staff was helpful and friendly from check in, restaurant, bar, and check out. Huge tub washed away the fatigues of this traveler! And you must try the afternoon tea. It is not to be missed!!

Date of stay: August 2019
Trip type: Travelled as a couple
2  Thank 514beckyp
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
SherbrookeCastle, Guest Relations Manager at Sherbrooke Castle Hotel, responded to this reviewResponded 28 August 2019

Dear 514beckyp,

Thank you very much for taking the time to tell us about your recent stay at Sherbrooke Castle. We are delighted you enjoyed your time with us. Your review will be passed on to the whole team, many thanks once again, and we look forward to welcoming you back in the future to Sherbrooke Castle.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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