When we first arrived at the terrace hotel we were greeted by a friendly and welcoming staff, given our room key and directed to our room, which was the deluxe suite.
When we entered the room we found a large damp patch on the ceiling over the bed side table which (along with the phone) was soaking wet. We complained to the manager at the desk who promised to contact the plumber immediately. We then found food stains on the blue bed throw and brown stains on the white sheets, I had to go back up to the reception to complain about these, I was then told that our phone wasnt working because they couldnt get through to contact us regarding the leak.
For the leak we were offered to be moved to a down graded room for the night and moved into the other suite for the second night (there was also a bottle of wine placed behind the bar for us). Since we had paid for a suite and not a standard room we decided just to stay in the suite for the night as the leak hadn't affected the bed or any main areas of the room.
Part of the reason we paid for the suite was for the use of the large corner bath which, when we used it, had a faulty plug hole and the water ran away as we were sitting in the bath.
On our second night we were moved into the other suite which we quickly noticed was a lot smaller and lacked the corner bath which we had specifically requested.
Later during the night around 23.30 we phoned reception to ask for some sandwhiches, which it said in the menu were availible 24hrs, the night porter answered and was particularly rude down the phone and made it clear our request was a burden to him so I said we'd just leave it, so we decided to go out and get ourselves something to eat.
The night porter let us out and said just to ring the doorbell to get back in later on, when we returned we rang the bell serveral times but were left on the door step for around 15 minutes until, eventually, the night porter arrived with his fresh cup of tea and his jacket and hat on, he'd obviously been setting himself up for his break before bothering to let us in.
The rest of the night everything else was alright but around 8am we were woken up and our room was directly beneath the restauraunt which opened for breakfast between 8 & 10am and had wooden flooring.
So, when we checked out and we were presented with the bill we brought up all our complaints again, which this manager had not heard previously, and it was very well delt with as the manager almost immediately settled our bill at just the deposit we had already paid meaning; we only paid £80 for a £300 room which was excellent!
This type of service is what makes up for the other downfalls.
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- Also Known As:
- Terraces Hotel Stirling
- Lost Guest House Stirling, Scotland