We stayed at this hotel for New Year and it was dreadful! Firstly our room had no real window, just a dorma in the roof. It also had a shower room/toilet whichwas tiny (I actually think it was a converted cupboard) and it had the smallest shower I've ever seen -so small that you had to enter it sidewards! There were no drawers for clothes, just a small freestanding wardrobe, of which the upper cupboard part was actually glued shut (presumably because the door was broken or something). Bizarre!
Our rooms were not cleaned because it was New Year!? Despite the fact we were paying a premium for coming at this time of year we were to expect to get less service than the normal minimum you would expect.
The lack of staff also meant that if you wanted a drink at the bar, or anything in fact, you had to wait till somebody happened to come by. This turned out to normally be the same woman all day. She certainly worked hard but the owners had left her with an impossible job of doing everything single handed.
As bad as all this sounds the worst was yet to come. Despite the fact that when I booked (which was only a few days in advance of going) I was told the rate for the special New Year package included dinner and entertainment, this turned out to be the owner stretching the truth. The first night the food was mediocre but edible and the entertainer was well appreciated. It was then announced that the New Year's day meal would be a buffet. This wasn't as expected but at that point we still didn't appreciate how bad it could get. On New Year's Day we arrived at the dining room to find that the buffet was in fact a very small spread of cold pasta and rice, some salad, half a poached salmon, some cold meat and some sorry looking vol au vents. There was also a small amounts of desserts and cheese laid out. As if that wasn't disappointing enough on a cold winter's day when a premium price had been paid, we also didn't realise that to actually have got a full meal would have required us to race to the buffet because once things were finished they were not replenished. We got no cold meat and no kind of dessert. What we did get was terrible.
Several guests complained and when I did so to the poor member of staff who had been running around all day, I was informed the owners had left the premises - lucky them! I asked her to pass my complaint on and to get them to speak to me when they returned. Needless to say that didn't happen. The next morning I was awoken by the sound of other guests complaining, or to be more accurate, the owner shouting at them that they had no argument, despite the fact that the 4 of them had so little to eat that they had to go elsewhere for dinner! They had been booked for another night but decided to leave that morning rather than suffer another night. When I was able to make my complaint I got an equal amount of abuse. In fact I was told that I was spoiling everybody's stay by complaining! Apparently the reason that there wasn't enough food was because some guests had dared to go up twice to a buffet! The fact that it was a cold buffet rather than a proper dinner was explained as being perfectly normal and what they do every year - that's a warning for next year's potential guests. It's just a pity that it wasn't mentioned during either of the two phonecalls I'd had with the owner. After an unsatisfactory discussion which involved me being insulted, she finally agreed to refund us a small amount of money for the meal. Should have been the end of it, yet when it came to checking out time more insults followed, including her saying to nobody directly (yet we were the only people there) that she couldn't wait for that evening since the poison would be gone! Obviously made for working with the public!
- Official Description (provided by the hotel):
- Small,cosy,friendly hotel set in an Edwardian villa over looking stunning views of Pitlochry to the south and upwards to the fabulous Ben Vrackie mountain to the north. Pet and family friendly. ... more less
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- Also Known As:
- Rosemount Hotel Pitlochry, Scotland