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Hilton Grand Vacations at Craigendarroch Suites
Ranked #1 of 4 Hotels in Ballater
Certificate of Excellence
Glasgow
Level Contributor
19 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
“Great Stay!”
Reviewed 14 September 2013

We stayed for 3 nights at end Aug 2013 taking in my daughters 1st Birthday and using a 3 nights for 2 promotion so very good value. We had originally booked a Studio room but ended up getting upgraded to a 1 bed because of our 1 year olds bath request. Sophie and Christine were very accommodating regarding this and i cant thank them enough for there help in locating us a different room, especially at busy check in time, together with the resort manager who obviously sanctioned the upgrade, so first class service at the outset.

Room we got upgraded to was gorgeous, located above reception with its american style kitchenette in lounge, which is ideal for us and the wee one as the fridge and microwave are almost essential when travelling with babies. Free Wi Fi great although a bit of a pain having to log in all the time. Bathroom was beautifully finished to a very high spec. Bedroom beautifully finished also.

The pool area is very good with the large separate children's pool that has a nice warm temp. The only issue i had was that the pool area is looking a bit tired when compared to the finish in suites as there is loads of hard water stains (white residue) that needs removed or some sort of tiling renovation needs to be implemented as the current pool sizes and depths are ideal but getting a bit tired looking and showing its age (the ceiling system above pools looked v 70's). I think the locker rooms were about to start a renovation so hopefully some money left over to modernise the pool areas.

The new lounge and brasserie are really nicely finished but let down a bit with service. A few clueless waiters served us in lounge but might be temps due to holiday cover issues at time. Food was really nice in both and surprisingly very good value for quality of food

Ballater is a beautiful part of the country and so made the most of it by hiring bikes and going for lovely walks as we had nice weather

Would highly recommend hilton grand vacations at craigendarroch suites and hope to return some day

  • Stayed August 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank GrayGlasgow
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
hiltongrandvacations, General Manager at Hilton Grand Vacations at Craigendarroch Suites, responded to this review, 24 September 2013
Many thanks for taking the time to review our Resort, delighted to read that your room move accommodated your family needs. Your constructive comments will serve well in improving our service levels and I thank you for highlighting these areas. We look forward to welcoming you back to the Resort.

Aileen Munro
Lodge & Estate Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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535 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
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Burghead
Level Contributor
35 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 36 helpful votes
Reviewed 5 September 2013

We stayed here for 3 nights and yes the rooms are lovely and everything is brand new which was nice but this place needs to seriously up its game for what its trying to offer its guests. Yes there are still renovations going on but that in all honesty did not interfere with our stay but the positives and negatives of our stay are as follows:
Positives:
Lovely food at breakfast and the Keiller Brasserie, especially the homemade pate and the salt and pepper prawns were AMAZING!!! compliments to the chef there.
Room was nicely decorated and spacious
We were in Suite 14 near the lift but never heard it
Very quiet in room
Brilliant to have free wifi access and not have to pay
on the other hand
Comfortable bed 5*
Negatives:
When we arrived for breakfast the wee guy with the boy tie looked at us 3 times and never acknowledged we were waiting so we waited for over 5 minutes until the other waitress came over to show us to our table. Even if your doing something at least acknowledge the customer and say you will be with them shortly.
Even though the food at the Kellier Brasserie was amazing the service in there on the night we ate there was nothing but a joke there was 3 staff on and it looked like none of them knew what they were doing, the 2 waiters were running around stressing, yes the place was full but to take drinks orders and then do drinks and then run back and cut limes and the take food orders was all a bit amusing to watch. There was a woman in the bar why not give her the orders and then the waiters just pick them up and give to customers rather than them running around doing drinks orders as well as food orders. We sat for quite a while before our orders was taken and we eventually had to ask a waiter to come take our order which he did after about 5 minutes of faffing. We were in and seated before other folks came in and they had there orders taken before us. If the waiters are trying to do everything rather than each person have a specific role it is always going to be chaotic and they will not be aware of what is going on in the restaurant.
The room was really nice but we heard a lot of money was spent on these suites but has management went in and looked at them to see if the workman ship is up to a £55,000 makeover? In our bathroom there was a great whole on the floor for the pipe of the radiator, the workman ship on the cornace would it be in the bathroom well what can I assay have a look at it, my husband is a joiner and he said the person who did the work should be sacked, its all cracked. It also looked like someone had tried to take the sticker off the glass in the shower but couldn't and just gave up.
The room was far too hot, I know the weather has been great this summer but we found the room too hot so maybe air condition would be a good idea.
We are glad we stayed here as the word is they are all going into timeshares but a little staff training would bring this place on in leaps and bounds as they stay.
One last point was we went for a stay 2 nights and get 1 night free stay, the way this was shown on the website was not clear as, what that would mean was 2 nights and the 3 rd free but actually how it was worked out was 33% off the cost, I thought I was getting the room at the price shown when I was trying to book at £91 and had to call to book and only after I had booked and asked the price was told it was a third off the normal room rate - needs to be clearer and state each room night and not charge you a 3rd nights rate and that rate being 33% off. Come on Hilton you can do better!!!!

  • Stayed August 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank willrob
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
hiltongrandvacations, General Manager at Hilton Grand Vacations at Craigendarroch Suites, responded to this review, 27 September 2013
Thank you for your constructive feedback, please accept our apology for the shortcoming in the restaurant service, operational I know the team are focusing on improving the service flow of the restaurant. I shall be sure to pass on your compliments to the Chef. The room snag is appreciated and will address the points you have kindly raised. We will also make our revenue team aware of your concerns with the offers listed on our site.

Aileen Munro
Lodge & Estate Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
chattanooga, United States
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 5 September 2013

great except no available spaces on the restaurant reservation list for a couple staying at the hotel.Front desk staff very responsive to needs. Lovely place to take a stroll. Nice pool area and not busy at the pool when we went - approximately 2100.

  • Stayed August 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Grand Vacations

Helpful?
2 Thank Christopher W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Aberdeen, United Kingdom
Level Contributor
13 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
Reviewed 3 September 2013

Our seventh visit, but the first since the place was renovated. My wife and I were looking forward to a pleasant weekend in the glorious Scottish countryside to celebrate our wedding anniversary. The website indicated "every room had a separate bath and shower". The room we were checked in had a shower only. My wife objected. So we were “upgraded” to suite number 19. The suite door did not latch unless it was forcibly banged. This is potentially dangerous because if not noticed, anyone can open the door from the outside. One of the bathroom doors locked but could not be opened so we kept it locked and reported it on departure to the reception staff. There were no hangers and no bath robes. It was very hot. There is no air conditioning. I had to skilfully manoeuvre one of the windows to open fully. The pool area is unpleasant. I did not swim which is most unusual. Breakfast is great but at £8.99 there were few takers. One of the reception staff resented my comments. The website states that check in time is 4.00 pm and checkout is 10.00 am. This leaves little time to spend a weekend. Ventilation needs improvement. Reception staff need special training to cope with guest complaints. The place needs to be turned round if they wish to survive. At its present state and price, I would not go back.

  • Stayed August 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Said M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
hiltongrandvacations, General Manager at Hilton Grand Vacations at Craigendarroch Suites, responded to this review, 11 November 2013
I would like to offer my apologies for the many failings you have recorded and appreciate you taking the time to write the review highlighting your concerns. Since your stay we have updated the descriptions on the website. The team has also received more direction in handling our guest's needs.

Once again please accept my apology for the short comings and I look forward to welcoming you back to the resort.

Aileen Munro
Lodge & Estate Manager
Hilton Grand Vacations Club at Craigendarroch
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Glasgow, United Kingdom
Level Contributor
39 reviews
22 hotel reviews
common_n_hotel_reviews_1bd8 109 helpful votes
Reviewed 6 August 2013 via mobile

I have to say the changes are fabulous so far. Yes, it's work in progress since they changed from an hotel to the Grand Vacations club and the main building had just been completed with new luxury suites. So far, the changes include a new, much improved bar area and new, very classy, dining area. Lodges are superb, most have been upgraded with new modern bathrooms, walk in (double) showers and even a sauna.

Views are simply stunning in a beautiful part of Scotland.

Staff are well motivated and eager to please. Martin (bar) you're a star!! Looking forward to returning next year

  • Stayed August 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank micmky007
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Glossop, UK
Level Contributor
74 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
Reviewed 5 August 2013

I was lucky enough to win a two night stay here and have to say we had a lovely time as the surrounding area is fabulous. Regarding the hotel, there is still some way to go. We stayed in one of the newly refurbished suites which was fantastic. Well designed and contemporary. Our only real issue was the service. Although all the staff were ready willing and able, we had to ask at least twice for things e.g. Our room had no toilet roll in, so rang and asked for some! We went out for a walk, 3 hours later when we got back still no loo roll! So we had to ask again, this time it came promptly. A note if you have a pre-dinner drink in the bar, there seems to be no sure way of getting your bill transferred to your evening meal, again we asked two or three times to get this added. A number of times after ordering our food the staff would come back to check what we had asked for, might be better to write down and read back. Table layout was a bit haphazard, might be no side plates or not bringing the cutlery appropriate to the food It all seemed a bit 'work in progress', Having said all that I'm sure that it will all fall into place very soon. One last note we stayed on Friday and Saturday. On the Friday night, there was a live singer on in the bar, who had a good voice but it was very loud (I'm not an old fogey but it was too loud)!!! Saturday was much nicer with just background music so you could hear the conversation.

  • Stayed August 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank AMRGlossop_UK
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
hiltongrandvacations, General Manager at Hilton Grand Vacations at Craigendarroch Suites, responded to this review, 24 September 2013
Many thanks for taking the time to write your review, please accept our apology for the short comings in service. We appreciated your constructive comments which will allow us to focus on the raising the service levels you experienced during your stay and look forward to welcoming you back to the Resort.

Kind regards
Aileen Munro
Lodge & Estate Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Hilton Grand Vacations at Craigendarroch Suites

Property: Hilton Grand Vacations at Craigendarroch Suites
Address: Braemar Road, Ballater AB35 5XA, Scotland
Region: United Kingdom > Scotland > Aberdeenshire > Ballater
Amenities:
Bar / Lounge Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 4 Hotels in Ballater
Price Range (Based on Average Rates): ££
Number of rooms: 32
Official Description (provided by the hotel):
A Victorian country house, the hotel features beautiful studios, one and two bedroom suites with carefully-considered amenities, including Wi-Fi and 32-inch TVs. Enjoy the resort's indoor pool, various sports courts and spa. ... more   less 
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Also Known As:
Hilton Grand Vacations At Craigendarroch Suites Ballater, Scotland

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