Stayed at Castlewood two years ago and had a great experience so we returned this week but the place has seriously gone downhill. For a start we went back because the kids had loved the onsite Soft Bear play centre. On arrival we realised it had gone. Building still there but actual softplay not there and neither is the nice little cafe. Instead we were welcomed by an old sofa, and random tables and chairs and linen dumped around. We asked the owner who finally appeared what was going on and she said they'd closed it as there were too many other softplays around. When we told her both Hoseasons and Castlewood have those facilities advertised she said Hoseasons had been told to remove it from their website so it wasn't her problem. She couldn't answer why it was still on their own website! Of course it's their problem!! It is not cheap to stay here and the closure of the softplay and cafe is not reflected in the prices !The websites also advertise an outdoor activity area - what a load of rubbish. There were some old unusable trampolines in an area next to softplay which is now home to the family doberman and an old bouncy castle which is deflated and dumped in the car park. The next problem was the DIRTY HOT TUB. Grit and sand on seats and bottom and scum floating on the top (even a cigarette butt!!). On our second last day so much chlorine had been put in that our skin was badly burned and our eyes were irritated. The smell was overpowering and burned the insides of our nostrils! The children were in tears with the pain on their skin - totally unacceptable. We couldn't use it after that, another waste of our money. We complained and got nothing but excuses and no apologies for the damage to the children's skin. The owner tried to say we had been in it too long but it took a mere 2 minutes for the damage to be done.We had been in it much longer on previous days and were not burned. The lodge was also dirty. The bathrooms stink of damp and the wooden floors are warped and black behind the toilets!!! The ensuite shower drain was blocked so when we had our first shower in there the water flooded the bathroom and there was scum and hair all over the place. We went and bought Mr Muscle drain unblocker and told the owner but were not even offered a refund on the money we'd had to shell out! I also had to take a toothbrush and bleach to the shower screen/surround and the black and scum which came off was absolutely revolting. There was deeply embedded urine on the wall beside the toilet in main bathroom. One of the children found a used sanitary towel behind one of the beds! There is only minimum cutlery and crockery so having the dishwasher is pointless as you need to wash the dishes each time you use them if you want anything to eat off for your next meal. The placemats were needing binned as they had seen better days and they stank and the two dishtowels that were provided were filthy and stank of sick. The kitchen cupboards were dirty and the venetian blinds were caked in dirt. Most of the pillows are really lumpy as well. The bins were right beside our lodge (number 7) and we were wakened most mornings about 8am by different types of bin being emptied! There was a good washing machine but no clothes horse or washing line. It is such a shame as two years ago (obviously when it was newer) it was lovely and of a really great standard but they have just let it go and really don't seem interested in customer's complaints. The location is so beautiful and the surrounding area is stunning but there is no information folder for guests to help with exploring the area and no guest comment book (I wonder why??!!). We will never return to Castlewood and I would not recommend this place to anyone.
- Also Known As:
- Castlewood Leisure Club And Holiday Park
- Castlewood Leisure Club & Holiday Park Hotel Banchory
- Castlewood Leisure Club & Holiday Park Banchory, Aberdeenshire