Dreadful! My worst hotel experience ever by a clear mile! We'd stayed in the new lodges several times and always been impressed with them so I booked the Moulin, 4* luxury lodge, as it was the best layout for my husband, son, brother, sister-in-law and baby niece, for the weekend of my parents' wedding anniversary. They booked their touring caravan park into the park over the road. I requested a cot & highchair for my baby niece and my reservation of the Moulin was confirmed. Arrived at check in on a Friday and was told that we were booked into the Stables lodge. When I questioned this I was told there were no guarantees with lodge bookings and assured the Stables was a similar offering to the Moulin. I took the keys and went to investigate. It could not be further from the standard of lodge we had booked and previously stayed in! Tiny rooms, strong smell of smoke, dark, dirty, broken, mis-matched and dated furniture and very basic fittings, horrible contrasting curtains & carpet, broken window panes.. And no DVD or CD player, no dishwasher, not enough seating, not even basics like a grill pan or enough glasses and no cot or highchair. Awful and could never be described as a luxury lodge (I have attached pictures to illustrate). When I returned to reception I was informed there had been a over booking issue which had only been discovered that morning when the guests who'd been in the Moulin all week had not checked out, as expected; I was told it was then that the front office discovered they had booked until the Sunday. I was told all other lodges were fully booked so the Stables or 2 hotel rooms in Fishers 3* hotel in Pitlochry were the only options. How can 2 hotel rooms be considered a suitable alternative for 2 families with young children who wanted to share the evenings after putting the kids to bed? This was the whole point of booking a lodge! There was no apology or acknowledgement that these options were both unsuitable. Upset, I tried to call my brother (who was travelling to the hotel) and took my son round to the park while waiting for him to call back. The guests staying in the Moulin were outside the property so I asked them if there had been a mix up with their booking and, in contradiction, they confirmed they had just arrived the previous night and been allocated the Moulin when they refused to stay in the Stables (which they thought was disgusting). They advised they were leaving the next day (Saturday). I went back to reception to ask, if we agreed stay in the Stables that night, could we transfer to the Moulin for the following 2 nights. Their new story was that would not be possible because wedding guests were checking in to the Moulin on the Saturday for 18 nights. When asked why the story kept changing, the front office manager told me she did not wish to continue the conversation and the events manager told me I was over-reacting and I overheard her tell other guests who were arrived not to be put off by this scene! The hotel refused to cover the cost of an alternative lodge in Pitlochry - offering only a refund. We could not accept this as by now it was 6pm and my 6 month old niece was en route and all of us had packed cars, taken time off work etc etc and it was for my parents' anniversary. We had to reluctantly accept the Stables and there was NO apology, NO empathy and no-one to escalate the matter to. The general manager would not answer his mobile so all I could do was email him, but received no response. During our stay in the lodge we found an old pair of boots in the wardrobe! The property doesn't even feature on the lodges page of their website and I actually believe it is probably used as staff accommodation. We had to eat out all weekend because it was so unpleasant but obviously we had to stay in during the evenings. I have sent several emails to the hotel director but they are consistently ignored - this hotel has NO IDEA about customer service! What a way to treat repeat customers! Appalling!
- Official Description (provided by the hotel):
- The Scottish Highlands, wild and rugged, have a timeless romantic quality. At their very heart, where the River Tummel flows to the Tay, sits the historic small town of Pitlochry. The Atholl Palace Hotel, the epitome of Scottish Baronial splendour, stands overlooking wooded parkland grounds and the town to the surrounding hills. Originally opened as the Athole Hydropathic in Victorian times, the hotel retains many features of the traditional large country house, with bedroom facilities and standards which often exceed expectations and complement spacious, relaxing public areas.With 107 bedrooms, self-catering lodges, apartments and 10 function suites we can cater for your needs whether it is leisure or business purposes. ... more less
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- Also Known As:
- Atholl Palace Pitlochry
- Hotel Atholl Palace
- Atholl Palace Hotel Pitlochry, Scotland