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“Past Its Best”

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Cairndale Hotel & Leisure Club
Ranked #5 of 7 Hotels in Dumfries
Reviewed September 26, 2010

I knew the hotel was not well rated on Trip Advisor so I paid an extra £40 for an Executive Room. I should not have bothered. Terribly uncomfortable beds, sheets thin and not well laundered. Extra pillow from wardrobe had a bad smell. The room was only superficially clean, everything was worn and tatty - even the bathroom which had obviously been improved in recent years.. Mould on ceilings in leisure club showers, steam room had a bad smell, toilets dirty. Resteraunt was passable and had fresh vegatables. Overall, it is tired, worn out and lacks investment and hard work. Good location for working in Dumfries but otherwise I will not choose to go back.

  • Stayed: September 2010, traveled on business
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1  Thank Gunnerside
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MatthewWallace, General Manager at Cairndale Hotel & Leisure Club, responded to this reviewResponded October 8, 2010

Although there is no indication of when "Gunnerside" stayed in the hotel I have been able to establish that the visit was on the 20th of September. It is quite correct that an extra £40 was paid for an Executive Room but no mention is made of the fact that this was also an upgrade from a basic Single Room to an Executive Double Room for two people to include room and breakfast.

I was obviously concerned to note the comments about the accommodation allocated and on checking found this to be room 62 in the Park House wing of the hotel. I have personally checked this room and I have to say that the description given in the review is very misleading. The bathroom in particular is in pristine condition and is fully tiled with cream marble walls and floors and has a pink marble vanity top.

I have obviously discussed the contents of the review at some length with members of staff and a member of the hotel's management team distinctly remembers asking both occupants of the room (on separate occasions) if they were enjoying their stay.

Whilst accepting that guests are not always happy to bring problems to our attention at the time there is very little we can do to rectify things if these matters are not brought to our notice at the time.

It is even more surprising that having been given the opportunity to bring maters to our attention they choose to post a review after the event when it is too late to rectify things.

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712 - 718 of 800 reviews

Reviewed September 21, 2010

this is a lovely old building with modern amenatis.The room we had still had origanel coveing to the cieling and large bay windows.The staff are very friendly and helpfull,Breakfast servis could have been a bit better but the evening meal was a joy.only a few minuets walk into town.did not get to use the pool i forgot my cozzie maybe next time.

  • Stayed: September 2010, traveled on business
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Thank debbieD580423
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 6, 2010

rooms are past there sell by dates and can be a long way to carry luggage
with no offer of help. The food was just awful I never relised how bad a cooked breakfast could be and when leaving the hotel the receptionist on being told it was the worst hotel I had ever stayed in could not careless.

  • Stayed: August 2010, traveled as a couple
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3  Thank jamesboatofgarten
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed August 12, 2010

Stayed at this hotel from Sunday 08/08 to 12/08.
On Organised trip to West Scotland.
Room 19.
Room:- Very Clean well appointed if a bit small for two adults. Would have liked next Corner room as a bit bigger. But in all very good.
Food:- Excellent could not fault it.
Staff:- No problems here all very helpfull and attentive, polite what one would expect.
Other- Even had the England v Hungry match playing on the TV !!!!
Overall:- Good Hotel for touring the area. Cannot find anything worth complaining about.

  • Stayed: August 2010, traveled as a couple
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Thank FlyingHumberman
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed August 12, 2010

My husband and I have just returned from a 3 night break with our daughter ,husband & 16yr grandson. We found the staff in all departments friendly & willing to help. The food was excellent and greatly enjoyed.Well done Cairndale

  • Stayed: August 2010, traveled with family
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Thank HeatherHighlands
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed August 9, 2010

I had booked the internet 'Dinner with B&B' offer at this hotel for the last night of our trip. Our bedroom lost space to the stairwell but the spacious bathroom made up for this. However, though we were checked in and out perfectly well, the service in the bar and in the restaurant was atrocious. Having arrived late after travelling all day, we decided to eat late and booked a table for 8.30; the restaurant finished at 9.30pm. Our dinner booking was casually mislaid, a table was eventually found for us in a blind corner and my husband had to move two stacked chairs away in order to seat himself! The restaurant was being set up for breakfast; we were clearly an inconvenience. At the bar, I seethed throughout my dealings with the un-helpful barman who had 'tilled up for the night'. And surely any barman would know that ice should not be added to a drink unless requested? Our breakfast experience offered no respite: the wait staff were too interested in clearing and setting up for lunch to serve breakfast. Eventually we caught the attention of one and ordered our porridge and kippers. I saw another couple directed to an uncleared table. When they protested that 'This is dirty!' they received no reply from the departing waitress and so they chose another table in a different section of the room. I treasure the thought that this probably upset the lunch routine, causing despair on the maitre d's part. When checking out, I expressed my extreme dissatisfaction with the service to the lovely Agnes on reception but it was an unpleasant conclusion to an otherwise wonderful trip.

  • Stayed: July 2010, traveled as a couple
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1  Thank mariewalshe
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed August 4, 2010

On arrival one member of staff was trying to cope alone. Eventually allocated Room 80, which turned out to be a small corner-shaped room. Decor quite dated and stains on bed throw. Only mirror was in the bathroom - not good for ladies getting ready for a special event like a weddng! Bed wide but not long enough! Worst of all, the room was directly above a bar where the noise kept us awake until 1.30 am. Breakfast was chaotic. Went down at 9.00 am but told no table for 2 was available - we could share, but we declined. We were asked to wait in reception and they would call us when a table became available - we waited 30 mins. When we were seated, the table had not been set fully and we had to ask staff for cutlery, etc. Once again, not enough staff to cover busy time - it was akin to Butlins Holiday Camp. Breakfast choice was somewhat depleated - 5 fried eggs left in large serving tray which looked rubbery. Departure was also chaotic as a lone member of staff was trying to cope with departing guests at the same time signposting guests arriving for a wedding. We have stayed in B&Bs in Dumfries regularly, but decided to`push the boat out' and spoil ourselves - but instead we felt exhausted after our night and long delays for breakfast and booking out meant we were 1.5 hours late meeting up with friends in Dumfries. Written to Manager, but no response.

  • Stayed: July 2010, traveled as a couple
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4  Thank TheGathering
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MatthewWallace, General Manager at Cairndale Hotel & Leisure Club, responded to this reviewResponded August 9, 2010

It is quite clear that we have failed to meet the expectations of these guests and it is certainly the case that the hotel was particularly busy the evening they stayed with a number of functions and a Wedding taking place in the hotel.

When the hotel is full it does mean that breakfast service can be busy and with the best will in the world we cannot accommodate everyone at the same time.

It is for that reason we try to advise guests when the busiest times are likely to be on a morning so that they can choose to avoid "peak times" . Inevitably there are some mornings when guests are asked to wait until a table becomes available at breakfast and in the majority of cases guests appreciate this situation and breakfast service (whilst often busy ) is normally well managed.

As far as the comments about the standard of accommodation is concerned room 80 is a bedroom that has been completely refurbished in the last 18 months with the ensuite bathroom being more recently re-tiled and a new bathroom "suite" installed within the last year.

The comment about a lack of response from management is misleading in that it was on 17th July almost 2 weeks after the visit that a letter was first received by the hotel.

I have responded to the guests concerned having spoken to management and staff concerned with their visit and I believe that this response together with my own letter to the guests concerned will go some way in compensating them for their disappointment on this occasion.

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Additional Information about Cairndale Hotel & Leisure Club

Address: English St., Dumfries DG1 2DF, Scotland
Phone Number:
Location: United Kingdom > Scotland > Dumfries and Galloway > Dumfries
Amenities:
Bar / Lounge Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Swimming Pool
Hotel Style:
#5 Family Hotel in Dumfries
Price Range: $82 - $170 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Cairndale Hotel & Leisure Club 3*
Number of rooms: 91
Reservation Options:
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Also Known As:
Cairndale Hotel And Leisure Club
Cairndale Hotel & Leisure Club Dumfries, Scotland
Cairndale Dumfries Hotel

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