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“Very poor condition and service”
Review of Cruachan Hotel

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Cruachan Hotel
Ranked #13 of 21 Hotels in Fort William
Reviewed 24 April 2014

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.

  • Stayed: April 2014, travelled as a couple
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2  Thank Michael P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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332 - 338 of 576 reviews

Reviewed 22 April 2014

I loved this hotel! Ok, our room was at the rear so no view of the loch, but the room was clean, comfortable, plenty of space, piping hot water. Soundproofing not great but no big deal. The staff are so friendly, the dining room waiting on staff very efficient, breakfast excellent, service prompt. About 5 minutes walk from the town and the views from the terrace of the hotel over Loch Linnhe breathtaking. We stayed 2 nights and intend to stay there again when we are next up for our next walking break.

Room Tip: First floor rooms not so far to walk with luggage.
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  • Stayed: April 2014, travelled as a couple
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1  Thank Mango676
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 5 April 2014

We stayed there in April and were surprized when we arrived as we had expected a victorian hotel (going by the photos they use), but in reality it is a large modern hotel of identical modern rooms at the back. They are clearly spending money to up-date the hotel and what's been done so far is very nice, but do check when booking where your room is. Very few of those at the back have the loch views which are clearly implied by the photos. The night porter was extremely helpful when we needed to leave at 6 am, and made up a breakfast for us before the chef came on.

Room Tip: check where it is in the hotel!
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  • Stayed: April 2014, travelled with family
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1  Thank JethroJeff
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 2 April 2014

Stayed here for 2 nights. Very friendly staff & lovely building. The room was well equipped, clean & comfortable, which is great for such a big hotel. Breakfast included in the price was freshly prepared (not cooked then kept under a heater like most hotels) and it was very tasty. A very enjoyable stay. The hotel is in a great location with amazing views & within walking distance to the town.

  • Stayed: March 2014, travelled with friends
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1  Thank MissE186534
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 1 April 2014

We stayed here in a twin room for one night before going hiking. I chose this hotel due to the location, cheap price and inclusive breakfast so we weren't expecting much.

The twin room was at the very back of the hotel facing a cliff, the tv was tiny and more importantly the beds were verging on unacceptable. It felt like my mattress had 8 springs in it in total. Also the walls are wafer thin meaning in the morning I could hear the next room taking a shower.

Apart from that the room was clean and the breakfast was decent. Would I stay here again? Possibly if I could get the same deal but I would never bring my wife here to the same standard of room.

  • Stayed: March 2014, travelled with friends
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Thank MulchyG
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 24 January 2014

We came in really jet lagged and the first room we were assigned to had an uncomfortable bed which was rectified by assigning us to another - better - room without charge...even though we had paid in advance. Good pub dinner and always helpful staff. We were content with the breakfasts and they were willing to give us a pot of tea and some toast/fruit/cereal for our daughter who could not crack the sheets in time for the breakfast.

  • Stayed: December 2013, travelled with family
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2  Thank therapyengineer
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 19 January 2014

Great location right on the loch. 15-20 minutes walk into Ft. William. Nice bar and lobby/lounge. Decent breakfast. Otherwise food is average, but ok if you are hungry. The photograph of the main building is a little misleading, as most of the rooms are in a "modern" annex - cheap 70ies style. Very nice and helpful staff/service. This unfortunately does not include the management.

Room Tip: Get a room in the main building if you can. There are not many, but the annex is a maze of stairs, t...
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  • Stayed: July 2013, travelled on business
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1  Thank Be2704
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Cruachan Hotel

Address: Achintore Road, Fort William PH33 6RQ, Scotland
Region: United Kingdom > Scotland > Scottish Highlands > Lochaber > Fort William
Amenities:
Bar / Lounge Restaurant Room Service
Hotel Style:
Ranked #13 of 21 Hotels in Fort William
Price Range: £60 - £158 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Cruachan Hotel 3*
Number of rooms: 56
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

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