We just returned from a 2-night stay at Cameron House over the Easter weekend. The setting was beautiful and the rooms very pleasant but the attention to detail and the staff's politeness was sorely lacking. It felt the whole time as if the hotel was trying to be more than it could...
A week before we were due to arrive, I tried to make reservations at the restaurants we wanted to dine in but nobody ever picked up the phone so I resorted to dropping an email to which nobody replied. Thankfully someone picked up the email and the reservations were indeed made. But it left me worried before we even arrived about being able to eat where we wanted to. A simple reply really would have sufficed.
For our first dinner at the Cameron Grill, the waiters kept apologising for the delay in the kitchen but didn't do anything to make the wait easier. So for our dinner at 8pm, our main course only arrived at 9.30pm. By which time, after being famished at 8pm, I had no appetite to eat anymore. We also ordered a glass of coca cola which never came and yet they tried to charge us for.
The queue at breakfast was appalling, when you looked around and saw so many empty tables. The first day we had breakfast, the staff didn't check the pots of jams on our table and the pot of honey was already opened and half eaten. The milk jug wasn't topped up either. And while an individual pot of coffee and tea is a nice touch, having them arrive when you are halfway through your breakfast isn't the 5- star service the hotel boasts of. Maybe if it didn't try so hard and just had someone coming around with tea and coffee to top up people's cups...
We also couldn't do any spa treatments the whole weekend as there was a wedding and only one person tending to the spa. If the hotel knew that it was going to be busy? Maybe have a few more masseuses, manicurists, etc?
Upon checkout, like in someone else's review, they also tried to charge us for a bottle of champagne that our friends had bought for us to have upon arrival. They placed two charges £39 and £62 and couldn't tell us what either was for and then had two charges for £10 for room service, even though we never ordered anything. What to me is disturbing is that the reception couldn't tell us what those charges were for. After we had calculated the bill of what we had legitimately spent, the hotel had actually placed an extra c. £80 on top of our bill that they couldn't justify and explain what the charges were. The receptionist than got flustered that we were questioning the bill. They didn't charge for the extra but I wonder how many people actually pay without checking.
My husband and I are both seasoned travellers, both for business and pleasure. And it is unfortunate that so many other smaller boutique hotels have provided us with better service than Cameron House.
Fortunately, there were a few bright spots during our stay. We had a lovely cruise on board the Celtic Warrior. Our guide and captain were very entertaining and the hour spent with them was very pleasant. Our lunch at The Boat House was also very good. It provided such a huge contrast from the service at Cameron Grill the night before. We also spent a lovely afternoon with Ian and Les at the shooting range, where we tried our skills on the air rifles, cross bows and archery. Dinner at Martin Wishart was also excellent. With food and service that one would expect from a Michelin starred restaurant. It was superb.
In all a very mixed experience for us. It could have been better if it didn't try so hard. It came across very nouveau riche... Instead of unassumingly elegant.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you very much for your feedback. It is very disappointing that we did not meet your expectations and provide the level of service throughout your stay that we strive to deliver. I do apologise profusely that you did not enjoy the seamless level of service that all our guests should experience.
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Despite the issues mentioned I do appreciate you acknowledging the positive aspects of your stay that such as the champagne cruise that you enjoyed on the Celtic Warrior, your lunch in the in our Boat House restaurant and the three shooting activities that you experienced with Ian our excellent instructor.
Please note that the contact details of a representative of the resort have been sent should you wish to discuss your experience. I do hope that we can welcome you back and demonstrate what a great resort we have here.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.