If a relaxing weekend, at a nice hotel, with friendly service is what you are looking for, this is definitely not the hotel for you. The staff and the owners know nothing of looking after their guests or dealing with issues that may arise. In fact the last thing they seem to care about is the customer.
Myself and my partner try to get away at least ones every 2 months for a short weekend break, and have stayed in many hotels throughout Scotland. I am sorry to say this is the worst experience we have had.
The first issue that we had was with a discrepancy in the cost of the room we were to pay on our departure. The reservation we had made was online and was for a standard room, as this was the only way we were directed by the website. We did look at the option of taking the 4 poster room in the hotel, but decided against this. When we arrived we saw that we were actually paying 15% more than the normal tariff the hotel charged. When this was brought to the attention of the proprietor, after a lot of arguing we were simply told this was the amount we had to pay as a “mark-up for using the online system”. This was so that the hotel did not have to employ someone to sit and man the phone all day (nice that we have to pay more so the hotel can cut costs). When it was pointed out that such a mark-up was not on the four-poster room, we were simply informed that, that was the rate on the sheet so that was what we had to pay. On our return we again priced another two night stay in the hotel over the same days of the week and were not surprised to see that the price to pay had dropped again to the normal room rate???
The room we were given during our stay was not of the quality you expect when you pay even the normal rates the hotel charged (even less when you have been over charged). The biggest issues lay in the bathroom where tiles were missing, and in some places there were actually no tiles, just bare unpainted plasterboard. Where the shower curtain was in desperate need of repair, which I did myself, and where there was dripped pain on the bathroom fittings. The heater in the main room, when switched to full, to heat the room, got to such a temperature that brief touches left painful red marks, and I would do greater damage if you were to accidentally fall against it prolonged period. Even pointing this out to the proprietors elicited no more than a statement that refurbishment was underway and had been done in 95% of the hotel but not that room. Not even an offer to move rooms, which I had to ask for but was refused because “none were available”, even though before that we had been informed by the receptionist that another such room was available.
The last thing I can say is, take the advice the receptionist said to us in all seriousness, if you were looking for better service or better quality, go to Dumfries. The only thing I would add to that is you don’t need to go that far for a friendlier reception, simply walk down the street and try one of the other B&B’s or hotels in Castle Douglas. Believe me you will not regret taking this advice, and will have a lovely time in a super little town.
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- Also Known As:
- Douglas Arms Castle Douglas, Scotland
- Douglas Arms Hotel Castle