Booking via Hotel Connexions - as always excellent!
Arrival at hotel Parking ok - lucky enough to find space - hotel entrances many - but reception sign guided us in right direction. Reception staff it has to be said on both check in and check out - excellent service. On checking in everything we needed to know was pointed out to us without any prompting from us, dinner was easily booked , reception staff were very welcoming - good start!!
Unfortunately it was at dinner our stay started to fall apart.
We were a party of eight and our food order was taken without drinks being offered. Reasonable to say with the chat at the table we did not realise until starters arrived that the wine had not been ordered. So wine ordered and arrived JUST in time for main course.
It was very unfortunate (and accidents happen) but as the second plate was being put down on the table a third fell to the floor splashing a cream jacket on the way down. Apologies from the waitress were plentiful and she took the jacket away with an offer to have it dry cleaned.
Moments later the restaurant manager arrived back at the table with jacket in hand almost waiting to be acknowledged rather than excusing himself before explaining as it was the weekend the jacket would not go to cleaners till Monday - back Tuesday therefore they would have to post it out if that was ok. So apart from him appearing a bit abrupt it was felt the problem was being dealt with.
Later when it was explained to the waitress that the room key had actually been left in the jacket the restaurant manager came to the table again and THREW the key down as he passed with no acknowledgement at all.
To be fair it was a Saturday night and the restaurant seemed reasonably busy as you would expect on a weekend evening but a small amount of courtesy would not have taken much time!
Back to the restaurant for breakfast in the morning - remembering we booked in as 8 - dined the evening before as 8 so when the waitress - as we approached the restaurant- asked us to wait a few moments till she set a table for 8 we were happy with this. A few moments later RESTUARANT MANAGER FROM PREVIOUS EVENING came out saying - 'you're waiting for a table for 8' - proceeded to show us to 2 tables set for 4 each!! No apology , no explanation! One of our party asked him if we could not have a table for eight to be told they don't take bookings for breakfast!!!!!!!!!!!!!!!!!!!!!!!!!
The breakfast is a bit disjointed as self serve from a couple of side tables and a hot buffet , we were not late for breakfast in fact there were several other guests who came in after us but when we approached the tables and buffet bar , all juices were low - croissants and muffins almost finished and the hot buffet was all needing replenished. I asked for help with this and by the time this was addressed a queue had formed. Usually in a self serve situation there is some member of staff constantly checking things are running smoothly, this was definitely not the case - although there were plenty of staff clearing and going in and out of the kitchen. Although the tea and coffee was part of the self serve , for some reason we were kindly asked by a passing member of staff if we would like tea or coffee and were served a pot - however there were no teaspoons to be seen anywhere and not enough milk on the table - lets say breakfast was a bit of a disaster!
On check out the guest who had the unfortunate accident with the jacket spoke again with the restaurant manager who made it quite clear he thought that getting the jacket cleaned for the guest was a gesture of good will. Says it all really!!
As we all waited in reception for each of us checking out it became clear to reception staff from our conversation with each other that we had a few complaints with our stay. Reception staff apologised for the problems we had incurred during our stay. Again reception staff were excellent.
We thought the hotel offered a great location, lovely rooms - food in restaurant was really good as well. Staff , even in the restaurant where we had our problems , were good........................ BUT we would suggest the Restaurant Manager is maybe not quite fully trained to hold this position. Or maybe he could do with having a refresher course in management skills , dealing with guests and common courtesy!
- Official Description (provided by the hotel):
- The 19th Century, four-star Stirling Highland Hotel used to be the city’s high school and is just a few minutes walk from Stirling Castle and the attractions of the city. Its 98 bedrooms include 18 premium bedrooms and 2 deluxe rooms and Stirling is the gateway to the Scottish Highlands so majestic mountains and tranquil lochs are close by. Enjoy the Trossach’s National Park before sampling a single malt in the hotel’s new on-site Stirling Whisky Shop. Unwind in the spa, enjoy award-winning food in the 2 AA Rosette Scholars Restaurant then relax with a nightcap in the Headmaster’s Bar. ... more less
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- Also Known As:
- Barcelo Stirling
- Stirling Highland Hotel
- The Stirling Highland Hotel Scotland