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All reviews overlooking the harbour reading room breakfast and dinner three nights local produce orkney islands high standard steak ferry character portions mainland
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Reviewed 12 November 2020

Stayed for 2 nights in a recently refurbished room. Bed was comfortable and room was warm. Due to covid, the room was not serviced but there was a form to complete and leave outside door for anything required. Breakfast was ordered the night before and was high quality. Ate dinner in the hotel, food and service were excellent. Rooms are currently being refurbished so there was some noise but this was only during the day. All staff that we spoke to were lovely. Looking forward to visiting again.

Date of stay: November 2020
    • Location
    • Rooms
    • Service
Thank Shonamac99
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Helen Laing, Marketing at Kirkwall Hotel, responded to this reviewResponded 23 June 2021

Dear Shonamac99,

Thank you for your excellent 5* review and for choosing to stay with us here at The Kirkwall. It is a delight to learn that you enjoyed such a comfortable stay in one of our newly refurbished rooms. We are so pleased that you also enjoyed some lovely dining experiences in our vibrant Harbour View Restaurant, accompanied by our friendly team's quality service.

We hope you'll come back and see us again soon!

Best wishes,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 10 November 2020

Room was a good size and bathroom was also fine. The beds were comfortable and the heating was just right for the room. The food in the restaurant for dinner and breakfast was also very nice. I would recommend as a good place to stay in Kirkwall.

Date of stay: October 2020
    • Rooms
    • Cleanliness
    • Service
Thank Brian7392
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Helen Laing, Marketing at Kirkwall Hotel, responded to this reviewResponded 23 June 2021

Dear Brian7392,

Thank you fo your excellent review and for taking the time to share your experiences. It is a delight to learn that you enjoyed such a lovely stay with us here at The Kirkwall and that you would recommend us. Thank you!

We hope you'll come back and see us again soon!

Best wishes,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 November 2020

We stayed here for 4 nights while visiting the island and couldn't have improved it. It is located in the town centre, a short walk to all the local attractions. Our large, comfortable room had great views of the harbour and even though it couldn't be cleaned during our stay we just had to ask if there was anything we needed.
We had breakfast every morning and dinner twice and the food and staff were lovely. The restaurant looked as if it had been recently refurbished and were very nice surroundings. There was only 1 member of staff who let the side down, a woman who sat on reception during the day who always gave the impression she was far too busy to speak to customers!

Date of stay: September 2020
    • Location
    • Rooms
    • Service
2  Thank PBow01
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Helen Laing, Marketing at Kirkwall Hotel, responded to this reviewResponded 24 June 2021

Dear PBow01,

Thank you for your excellent 5* review! We are thrilled to hear that you were so impressed with your harbour-view room and that you enjoyed a comfortable stay. It is a pleasure to learn that you enjoyed some tasty dining experiences in our vibrant restaurant and that our friendly team were so accommodating. However, please do let us apologise for your disappointment with one member of our team. Delivering excellent customer service is extremely important to us here at The Kirkwall, so we are saddened to learn that you felt this way.

We hope you'll come back and see us again soon!

Best wishes,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 September 2020

We came to Orkney following the cancellation of our holiday to the USA as a result of the pandemic. We wanted to support Scottish hospitality, even though we knew that a lot of places wouldn’t be open and that holidays weren’t going to be the same experience for some time yet!

We were taking our dog, so we fully expected a basic room at the Kirkwall hotel, and this was exactly what we got. The hotel is being refurbished and will be lovely when it’s complete, but it’s clear from our tired looking room that this is long overdue.

All in all, we had a nice, albeit quiet, stay until the final night (apart from the Sunday evening when we had to listen to a grumpy staff member on reception tell Others off for mistakes with bookings etc). We’d left our dog Donnie - a quiet, extremely well-behaved retired ex racing greyhound with a back leg injury - in the room to have dinner as he was settled and we didn’t want to disturb him. He’d been left for similar amounts of time (30-40 minutes) each morning for breakfast without any problems.

When we returned to our room the door wouldn’t unlock. We called for help and the staff member suggested that the dog may have jumped up and put the latch down, but this would have been extremely out of character, especially given Donnie’s injury. Even the staff member commented that he was a very ‘peaceable dog’. Furthermore, the staff master key wouldn’t come out of the lock, indicating that there was a problem with the door and lock itself.

After all attempts failed, the only option was to knock the door in. As a result of the commotion, Donnie was sick, which I cleaned up and disinfected immediately, leaving no trace on the carpet. I noted how dirty the carpet was when I scrubbed.

In the morning when we went to pay for our stay, we were being asked to pay £100 to shampoo the carpet plus the repair for the door.

We’d eaten and drank in the hotel every night, paid extra for the dog’s stay and paid the rate for our room, even though it didn’t get turned around at all during the three night stay because of the pandemic, which is totally understandable.

I objected, only to be told that they needed to shampoo due to the pandemic - which is rubbish as, with that rationale, that would mean every room would need shampooed after every visit.

They did eventually waive the door cost after accepting there was no proof it was the dog’s fault, and they reduced the shampooing cost to £50. The money we already paid for the dog staying apparently only covered ‘dog hair’ - which I assume would be covered by the hoovering And dusting that a hotel room should get after each stay anyway!

The chap on reception called over the manager, in assuming, who was extremely rude and appeared to use every excuse under the sun to get more money out of us. I really left a bad taste in my mouth and I felt extremely upset that our holiday had ended this way.

Overall, I would reconsider taking a dog on holiday to Orkney again, as it was very hard to find places where Donnie could join us indoors. This was why we ate and drank in the hotel each night. The ferry inn in stromness was wonderful however, and we enjoyed a lovely bowl of soup out of the wind and rain!

Date of stay: September 2020
Trip type: Travelled as a couple
Thank Dyberry
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Helen Laing, Marketing at Kirkwall Hotel, responded to this reviewResponded 24 June 2021

Dear Dyberry,

Thank you for addressing the issues you experienced during your stay with us here at the Kirkwall Hotel, we value every opinion and take each one on board so we can improve our services for our guests.

As discussed via email, we hope we have addressed your individual points raised above and that you feel slightly more at ease with the explanations provided. Though we are deeply saddened that you believe your stay with us at Kirkwall has ruined your memory of Orkney, it appears we have slightly different recollections of the events that occurred, but are confident we have done our best to settle any problems which arose.

We would like to apologise again for the inconveniences you faced during your stay with us, and would like to reiterate that we feel it is a great shame that we were not able to resolve these issues in a way that you were happy with.

We do hope you'll return in the future and give us a second try for a more positive stay, as we feel strongly that we have so much to offer here at The Kirkwall.

Best wishes,

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Reviewed 7 September 2020

Staff were very friendly with the exception of the one member of staff who should be leading by example. Discriminatory language by the Restaurant Manager when my request for a table in the restaurant was declined due to it being reserved for local parties of four, couples. Single travellers asked to dine in the bar. I would have been quite satisfied with a statement that the restaurant was fully booked. Diversity and inclusion not in this individuals repertoire and badly let down an otherwise good team throughout the hotel. Brochures, Internet do not detail its refurb before you arrive, the joinery is very neat, once painted it should look a treat. After such a hard time the country has experienced I am convinced forbearance is one way. Less facilities, same costs! Had it not been for the Covid situation, I would have walked out this hotel and stayed in another. Book and stay at your own peril. My room was clean and evident it has recently received a refresh. Lovely views across the harbour. well located in Kirkwall. Apologies to all staff impacted by your managers behaviour.

Room tip: Harbour View
Date of stay: September 2020
    • Value
    • Location
    • Service
Thank btcoulter391
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Helen Laing, Marketing at Kirkwall Hotel, responded to this reviewResponded 24 June 2021

Dear btcoulter391,

Thank you for your review and for taking the time to share your experiences. Please feel assured that we take all of our guests' feedback extremely seriously, and we take each and every comment on board in order to improve our services.

Thank you for choosing to stay at The Kirkwall and for sharing you valuable comments. It was our pleasure to welcome you and we are so glad to hear that you felt comfortable in one of our newly renovated rooms with beautiful views of the harbour.

We are deeply saddened to hear of the inconveniences you faced during your stay. We are well known for our warm hospitality and high-quality service, so your experience should not have been an exception!

We hope you will accept our sincerest apologies and will come back in the future to give us a chance to show you that The Kirkwall is worth your time and money.

Best wishes,

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