From the outside of the Cruachan hotel it appears well presented and I was warned on arrival that a lift was being installed but this should not affect our stay. After leaving reception to venture into the hotel to find our room it was clear that there was extensive building work being carried out on both a lift installation and several rooms. The room next to ours appeared to be undergoing a refit, which was timely as the condition of our room was rather poor; bathroom fittings were loose with exposed wires and decoration was poor with paint splashed on light switches and other surfaces.
The major problem with the room however was the building noise of banging and drilling from next door. The member of staff at reception was apologetic and helpful and found another room on the third floor away from building work. Despite these promises we still had to travel through a building site to reach the room, workmen were passing with dangerous tools, sawn timber and dust and cigarette smoke had to be negotiated to reach the room. We also had to pass down corridors that were dirty, missing carpet and had again exposed cables and plaster board.
The second room was more acceptable but was still requiring attention, with poor decoration standards and twin beds (after booking a double room). The room was quieter but we still had to travel through a building site to reach it. It was a pity that I was not building work was currently being carried out when i booked the hotel. In fact the website still does not mention any building work despite the scale of the work being carried out to be very extensive.
On the second day of our stay our room had no running water making it impossible to use the bathroom. I phoned reception but after several attempts no one picked up and I had to go downstairs to draw attention to the problem. Reception was staffed and I was told it would be rectified. This took a while and when water was returned to the room it was sporadic coming in short powerful bursts making the shower difficult to use.
We were very disappointed by the hotel and felt cheating by bad service, the ugly and dangerous condition of areas of the hotel and were surprised that it was open at all until this essential work was carried out. I was fully prepared to make my complaint in person upon checking out of the hotel but was not given the opportunity thanks to a very curt member of staff at reception upon leaving who choose not to ask us about our stay but promptly handed the bill. I thought this was a very rude way to deal with customers especially those who had had a series of problems with their stay.
I have written to the Cruachan hotel to express my disappointment before writing this complaint to give them a chance to respond but after 2 weeks have heard nothing from the staff at the hotel.
- Official Description (provided by the hotel):
- The Cruachan is designed with a traditional Scottish Highland façade and whilst the hotel has been, continues to be, sympathetically upgraded and modernised internally to provide all modern comforts, it has not lost its original character. The hotel has an enviable location overlooking Loch Linnhe and beyond the loch to the Morvern Hills. Guests can sit on the terrace outside the hotel in the summer, watching the boats on the loch and enjoying a quiet drink. ... more less
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- Also Known As:
- Cruachan Fort William
- Cruachan Hotel Fort William, Scotland