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“Mr. Sim requires major customer service training”

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Maryculter House Hotel
Ranked #1 of 1 Hotels in Maryculter
Certificate of Excellence
Aberdeen, United Kingdom
1 review
common_n_hotel_reviews_1bd8 6 helpful votes
“Mr. Sim requires major customer service training”
Reviewed October 15, 2011

10 of us attended the murder mystery night on 14th November, we also booked to stay the night. 2 rooms were double and had a Zbed for the 3rd member, given the quality of the Zbed we were horrified that full price had to be paid by all 3 persons squeezed into a double room. However we could have lived with this and would not be writing this review had it not been for the extremely arrogant and rude Mr. Sim who argued with one of our party members when she said she had paid a £30 deposit when she booked her room. Although she did not take the letter she had been sent (with no stamp) he made her pay the full amount and expected her to return with the letter as proof to obtain a refund.. When a snr. member of the group intervened and requested he go and look for the hotel copy it was only then a refund was given - he gave no apology for the clerical error. We will not be returning to this hotel and will be passing our our experiences to many.

  • Stayed October 2011, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank Ashy2511
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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385 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (86)
Date | Rating
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English first
Manchester, England, United Kingdom
Level 1 Contributor
3 reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed September 28, 2011

When we arrived at the hotel, we thought it was a beautiful building in an idyllic setting. The reception checked us in, handed us the key and left us to it. My Husband had to search for the room as I had to take a call.
We then carried our bags to the room, no offer of help from the staff.

When we opened the door, we experienced a damp smell but thought it was from the corridoor as there was clear evidence of a recent leak from the roof. When we entered the room, we were struck by three things... the massive bed, the glorious view of the River Dee outside our window and the big stain in the corner above the bed from another leak!

The wetroom was very well equipped and clearly recently done.

We decided to eat in the Poachers Pocket Bistro in the hotel. We were delighted with the local Haddock and chips but felt we had to whisper throughout as there was no background music, Coronation Street on the flatcscreen tv but with subtitles and businessmen trying to work. We were alarmed at the rickety state of the dining chairs so made no sudden movements. Its fair to say, we were disappointed with the atmosphere but the barman who served us drinks and food was efficient.

My Husband went in search of the nearest toilet, no staff to ask and found by chance, the breathtaking Visitors Lounge. This room dates back to 12th Century and I couldnt help but explore this gorgeous room. We marveled at the stone walls, vaulted ceiling and inglenook fireplace. This is not a room to miss!

We retired early as my Husband had meetings the following morning. We were disturbed several times by a firedoor slamming outside our room and the bed was very hard and uncomfortable. We slept badly thanks to this combination.

The next morning, we were greeted by a friendly waitress who was very efficient. We had the cooked breakfast and were disappointed to find it had been mass cooked and left under heat lamps, making it very tough to eat. We couldnt understand why it wasnt cooked to order as there were only 7 people, including ourselves, in the dining room and service was in a limited timespan.

We found the Reception staff to be rather reserved which, as the first encounter for the traveller, was off putting.

The hotel is stunning, setting beautiful but is not being done justice due to bad management and general indifference from the staff. We do not feel this establishment is worthy of its 4 stars which is such a shame. We wont be visiting there again.

Room Tip: Check out the competition before booking.
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  • Stayed September 2011, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Gina L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cumbria
Level 2 Contributor
7 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed September 17, 2011

Stayed as part of a wedding celebration, lovely venue on the banks of the Dee, with golf course across the river. Nice size room, but not huge, although it did have a really comfortable bed, two TV's, a leather settee and two armchairs. Nice wetroom with bath and shower. Nice touch is ground level lighting, so no need to light up the whole room on 'those night visits'.
Bar prices reasonable, but wouldnt have expected a hotel to run out of sparkling rose before 5pm. As the weather was wet, most photos were taken in the residents lounge, which is amazing with walk in fireplace and amazing ceiling and decor. The quality of the food and service during the wedding breakfast was excellant, with no-one being left hungry.

Room Tip: Ask for a room with a river view.
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  • Stayed September 2011, traveled as a couple
    • Value
    • Location
    • Rooms
    • Service
Helpful?
2 Thank DrewCumbria
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Glasgow
Level 4 Contributor
21 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed August 7, 2011

We stayed one night to attend a wedding nearby. Lovely room with small but adequate wetroom(no bath). Trouser press didn't work.
Residents' Lounge was simply beautiful, with vaulted ceiling and huge fireplace.
I was served glass of lukewarm white wine, and my husband was disappointed with choice of beer,(Tennants, although Scottish, is a pretty poor lager).
When we returned after midnight, the reception wasn't manned. We waited for several minutes, and eventually my husband walked through the open door and collected the key himself-he could have helped himself to the others lying there!
My husband went back down to the bar shortly thereafter for a nightcap, and was asked to wait in the Residents' Lounge and someone would come to serve him. After 15 minutes he gave up and went to bed.
Overall, a beautiful hotel, let down by poor customer service.

Room Tip: Ask for a room looking onto the River Dee.
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  • Stayed August 2011, traveled as a couple
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
2 Thank pommyscot
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
united kingdom
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed May 14, 2011

We came here on the recommendation of the Marcliff Hotel as they were full.We arived for dinner only, with guests and were a party of 6. There was a wedding but only two other couples in the dining room. After taking our order, the waiter came back to confirm the order then the wait began. We were shown into the dining room eventually,a waitress poured water into the wine glasses.When our starter arrived the order was wrong and the restaurant manageress prceeded to argue this point, then she blamed "the foreign guy" for this error. A member of our party was left with no starter for at least twenty minutes and no explenation. At this point I got up from the table and spoke to the duty manager Who said he would sort things. The wine did not arrive and when it did there were no glasses to pour it into.However the restaurant manageress proceeded to knock the wine stand accross the room.At one point the staff were looking in a cupboard for more glasses and everyone was different! There were so many problems we do not have room to document them all.
The whole evening was a complete farce.
We had travelled 300 miles and had guests otherwise we would of walked out in the begining.
Needless to say a little finesse would have gone a long way.

  • Stayed April 2011, traveled with family
    • Value
    • Location
    • Cleanliness
    • Service
Helpful?
2 Thank marymum11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Edinburgh, United Kingdom
Level 3 Contributor
13 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed April 12, 2011

We had to go to Maryculter House Hotel for a friend's wedding, and rather than spend hours travelling on the morning of the wedding we decided to travel the day before and stay for 2 nights. I had reason to contact the hotel a number of times before we arrived. The staff were always very pleasant and tried to help each time, but didn't always seem to understand my enquiry.

Since we don't have a car, we needed to get to the hotel from the centre of Aberdeen and I emailed the hotel a couple of times for advice, but still haven't had a response. We got a taxi that cost almost £20.

In the hotel, the staff were all friendly and always smiled or said hello as you passed them which I think is a nice touch.

The hotel itself is beautiful, with the main building being a rabbit warren of rooms. The Resident's Lounge in particular is amazing, and a great place to relax in front of an open fire.

The room we stayed in was a short walk away from Reception. It had a double bed, desk and a small wardrobe - enough space for a short stay. As we were on the ground floor we had a door opening onto the hotel gardens, but no window, so the room got stuffy overnight. The bathroom was fantastic with a bath and separate wet room shower. Toiletries were provided but no handsoap, so I was glad to have brought my own.

There is no wifi, just a very expensive broadband connection. I used my mobile internet dongle which was more than adequate. Some mobile phones do not get a very good signal inside the hotel.

The hotel is in the middle of nowhere, so without transport we ate there there both nights. The meal on the first night was nice, we just ate from the bar menu but since there was a wedding going on we couldn't sit in the bar and had to sit in a small room on our own with staff sticking their head in the door every now and again. The sticky toffee pudding was amazing. The food at the wedding was also good, and there was lots of choice at breakfast.

Overall, a lovely little hotel that I wouldn't hesitate going back to... as long as I had my own car!

  • Stayed April 2011, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank fi_1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Level 3 Contributor
10 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed March 31, 2011

This is an amazing venue right on the banks of the river Dee and the staff were very friendly and welcoming. Public areas and room was a little cold on arriving although very clean with bags of character. Food was generally fair but not great value as it was quite pricey. Wired broadband in the room and wireless in most public areas but all disappointingly slow if you want to work from here.

  • Stayed March 2011
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Largescotch
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Maryculter House Hotel

Property: Maryculter House Hotel
Address: South Deeside Road | Aberdeen, Maryculter AB12 5GB, Scotland
Location: United Kingdom > Scotland > Aberdeenshire > Maryculter
Amenities:
Bar / Lounge Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Suites Wheelchair access
Hotel Style:
Ranked #1 of 1 Hotels in Maryculter
Price Range (Based on Average Rates): $
Hotel Class:4 star — Maryculter House Hotel 4*
Number of rooms: 40
Official Description (provided by the hotel):
Maryculter House Hotel is an independently owned 4 star Country House Hotel nestled on the banks of the famous River Dee, just a few miles outside Aberdeen. The Hotel has 2 restaurants, The Priory is our Fine Dining Restaurant and our Poachers Brasserie for more informal dining. It also has 4 function rooms of varying sizes suitable for conferences, private dining, corporate entertaining and dinner dances, etc. The Hotel is set in 5 acres of gardens with free parking. ... more   less 
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Also Known As:
Maryculter Hotel Aberdeen

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