We were on a touring holiday in the Outer Hebrides where we received excellent service and hospitality everywhere except here. We phoned during the afternoon to confirm and book a table for dinner, yet when we arrived, having booked 2 rooms for 3 people only one single room was available. Water was leaking onto the reception desk, the proprieter did not finish dealing with the guest ahead of us before dealing with us and was beligerent, blaming the system of on-line booking for his mistake, which he finally conceded was his mistake, but never at any point apologised. He did find us alternative accommodation at a nearby B&B which was excellent and provided by a very pleasant and welcoming lady. However when we arrived for our evening meal we were not welcomed, the proprieter was nowhere to be seen and there was no conciliatory gesture such as a drink on the house. The meal was mediocre and served in cold serving dishes and on cold plates, so quickily lost its heat. We would certainly not recommend this hotel or ever wish to return!
Don't bother - go elsewhere!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 9, 2012
It was most unfortunate what happened with this lady's reservation. The problem arose from my limited, previous experience of one particular online booking channel (not our own online service, found on our website). We had never received a multiple booking on this service and if on receipt of booking I had scrolled down and found that there was a following page, there would have been no problem. It is indeed true that the lady had telephoned and said that they would be arriving guests and would like dinner. The member of staff informed her, without checking the reservation, that unless advised to the contrary, we reserve tables for guests. I did realise, before their arrival, that there may be a problem with the reservation and made provisional arrangements at a very good, nearby B&B.
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Before this party arrived for their evening meal, I received a call to pick-up some fresh seafood, so went of to collect. I was fairly sure that I would be back in time to see them. When I returned I found that they did not spend much time between arrival and departure, so I was unable to catch up with them.
On their earlier arrival I did say that a mistake had obviously, been made and when I was able to cross check their documents I found that it was on my part, for which I certainly apologised. I then confirmed the reservation at the B&B.
It is a fact of life that errors do occur and we should try to make amends. I should have tasked one of our staff to ensure that a suitable gesture was made, I do regret. not making such an arrangement
I can understand that the lady would be irked, but feel that hitting back by attacking the meal was rather naughty. My wife is the chef and during the many years of our marriage I know that one of her pet hates is cold plates and I can quite categorically state that nothing would be presented and served on cold dishes. If she was unhappy with the meal, it would have been better if she had commented when asked.
The aforementioned small amount of water, on the reception desk, was as a result of some over zealous watering of a decorative plant. The guest who arrived ahead of them was a many times returning guest who was welcomed and provided with the key to his room.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.