Looking forward to our 4 night stay at Kilconquhar Castle for our Easter Break where we had booked a 3 bed bungalow as we stayed in one previously for my father's 70th Birthday with all the family and had a great time!
This is where the good news ends........Arrived mid afternoon and proceeded to try and check-in to be told that we hadn't booked a bungalow but a castle suite situated on the 3rd floor of the castle with no lift access. I smelled a rat straight away as I had managed to secure a £30 discount per night on the bungalow when I initially made the booking and surprise surprise was told that the room rate of £135 was that of a castle suite. I asked to speak to the reservations manager to be told she had gone home for the day (3pm) We were asked to go for a walk and come back in 30 mins where I assumed they would have ammended their error, but after a short walk we went back in to be told there were no available bungalows and we were stuck with the castle suite. I explained that my mother, who is disabled and my father, who is awaiting a knee replacement would not manage the 3 flights of stairs to the apartment on the 3rd floor, so much to the dissapointment of my wife and 3 young children I asked for a full refund of £540 as we would travel up to St Andrews and book in somewhere more suitable.
Reception staff asked me to put my refund request in writing which I duly did there and then. I decided to go out to the front of the hotel and made a few phone calls to book other accomodation which I managed to do and then returned to reception to get my refund and go.
However this is where their true colours really shone through. Walked in to reception to be confronted by my 3 young children all crying and my wife standing in disbelief. The reservation manageress had turned up even though I had been advised she had went home for the day an hour and a half earlier!
In my absence she had told my wife that she was going to call the POLICE unless we left the premises!!! I managed to hold it together through the red mist decending to ask for the full refund, to be told that they were going to keep my inital deposit of £135.00 as it was my error!
A WARNING to all who decide to book this hell hole of a place. Make sure when you make your inital booking you get the exact form of accomodation i.e. bungalow or flat, specified on the booking form as this witch of a woman advised that our booking form only stated we had booked a 3 BED unit, which I have since investigated and found out this is their standard wording on the booking form, so I would be very interested to hear of any other similar booking problems from anyone.
In my profession as a national news photographer I have photographed so many crminals, murders, rapists, drug dealers etc. and the one thing they all do when you point a camera in their direction is hide their identity which is a very good indication of admission of guilt. I'll let you make your own judgement with the attached photo!
P.S. I would just like to say a HUGE thanks to St Andrews Bay Hotel and Resort for their fantastic customer service and warm welcome after our Nightmare at Kilconquhar.
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- Also Known As:
- Kilconquhar Castle Estate And Country Club Hotel Kilconquhar
- Kilconquhar Castle Estate And Country Club Scotland