Cold, shabby room; untrained and unprofessional wait staff who were rude and unhelpful; when choosing a table for breakfast further away from the others as my friend and I both have hearing difficulties we were told 'you're causing chaos'; wait staff on NY morning made rude noises and exclamations when guests asked for specific items from the menu; the car park was not kept clear of snow or gritted which mandated the use of expensive external parking; the pavement outside was not swept or gritted for the convenience of guests; no water for almost 24 hours which did not elicit the slightest apology from management or staff and no discount or compensation offered for the inconvenience of any of these service failings. A dinner dance was being held within the hotel and the package deal was GBP 55. We only booked a dinner which was served separately in the dining room but the hotel still charged the full GBP 55. When queried, the attitude of the management was 'your tough luck'. Apalling hotel, will never use it again or recommend that anyone else does.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Following your negative comments with regard to your stay over Hogmanay I would like to reply to the points you raise.
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I trust that you agree Scotland, and Perth, suffered an unprecedented and nationally documented cold snap over the Christmas and Hogmanay period, dropping temperatures to a record low of minus 17oc. The Royal George dates back over 230 years, whilst the water pipes are not that old, in some areas they do date back prior to the days when pipes were lagged on installation, and some are not all fully accessible. I do not deny that we, along with thousands of residential and commercial premises in the country, suffered some frozen pipes! I will point out that whilst two other rooms and our kitchen suffered frozen pipes for a couple of hours, no other guests, in the additional 44 bedrooms, suffered loss of water for “almost 24hrs”. Whilst there is nothing we could do about the weather, I apologise for your inconvenience. I would however like to point out that most of our guests appeared to understand that this unique weather situation thrust upon us, had caused a couple of issues, but by and large, they seemed to combat this by having a glass of wine by the log fire, or watching the Tay freeze over from the Sun Lounge!
A burst mains water pipe in the tenement building in George Street between Christmas and New Year, resulted in the flooding and subsequent freezing of the car park. The heavy snowfall over this period then lay on top of this frozen layer. Breaking it up was virtually impossible, and with the snowfall continuing, and a lack of local grit and salt available (Again it is widely documented, that the council had commandeered all salt and grit supplies in the area for use on the public roads) we decided it was safer to leave the car park covered in snow, giving some grip for tyres and feet, rather than a layer of sheet ice. You do fail to mention that the car park was still in use, and the majority of guests who brought cars, managed to use this service without issue. Where guests required pushing or towing out, this was arranged.
You could not have booked dinner only on Hogmanay, simply because we only offer a dinner dance, for obvious reasons to bring in the New Year. This was advertised on our website and in the national press throughout December. In fact the conservatory, an 80 cover restaurant, was opened up specifically for your party of three (which I might add was booked for four, but only three turned up, and you fail to mention you were not charged for the no show) and your table were the only guests dining in this room! That should confirm that dinner only was not on the menu that evening! The reason you were charged, as explained to you during your stay, was that your party had a space, which was left empty during the dinner dance, which would easily have been resold, had we known you were not to be attending. On any of your correspondence including the email which booked the four for dinner, you did not mention you would like dinner or indeed served breakfast away from other guests.
I hope the above has gone some way to explaining your comments, and I also think it is important would to point out that your guest, who shared your room and checked out after you, thanked us for a “wonderful stay”. Her words, not ours.
I trust you had a safe and enjoyable journey back to the warmer climes of Australia.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.