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“Disappointing Room - not quite back up to speed after re-furb”

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Trump Turnberry, A Luxury Collection Resort, Scotland
Ranked #1 of 2 Hotels in Turnberry
Certificate of Excellence
Surrey
Level Contributor
33 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 45 helpful votes
“Disappointing Room - not quite back up to speed after re-furb”
3 of 5 bubbles Reviewed August 13, 2009

We have stayed at Turnberry every year for the last 5 years and were looking forward to our stay this year in the newly re-furbished hotel. I booked the rooms in March thinking all the rooms would be re-furbished and was not told that I was booking rooms that hadn't been. On arrival we find that we are in old rooms and on being shown to them find that we have 2 twins and not the twin & King we requested. After about an hour we were given the requested rooms. Most bizarely though on coming back to our room on the second day we found that our King bed had been turned into 2 twins. The Housekeeping service was atrocious - only once in 4 days were we left a bottle of water. The hospitality tray consisted of 2 tea bags 4 packets of coffe some sugar and no milk, and it wasn't replenished unless asked. The carpets were threadbare and never hoovered.The electrical sockets took round pinned plugs (shows the age). The internet connection didn't work - we had to take our laptop to the main building and then pay for Wi-Fi.
The main areas have been well done in the re-furbishment and are in keeping with the tradition of the hotel. Only 42 bedrooms have been refurbished and they have air-con and superb bathrooms - make sure you get one of these.
The golf course is outstanding and always our favourite - we played The Ailsa 3 weeks after The Open and the rough was quite challenging.
The staff are very helpful and really make you feel welcome.

  • Stayed August 2009, traveled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank GolfLC2004
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TurnberryResort, Management Representative at Trump Turnberry, A Luxury Collection Resort, Scotland, responded to this review, October 16, 2009
Dear Regular Guest,

Thank you very much for your detailed review of Turnberry Resort, Scotland. We would like to assure you we value each and every comment, as this helps us to constantly improve our service.

We regret to learn your accommodation did not meet you expectations and that you were not aware not all of our bedrooms have been refurbished. Please accept our apologies for the miscommunication about your bed type and the challenges with your internet connection. We can assure you Wi-Fi is available throughout the hotel and is complimentary for all our guests. Please contact our accounting department in case you were charged so we can refund you.

On the other hand we are delighted to read that you liked the design of our newly renovated Deluxe Ocean View Rooms, their extraordinary bathrooms as well as the exceptionally renovated public areas, restaurants, bars & lounges.

Thank you for sharing your positive comments about The Ailsa golf course, home to the Open Championship four times over. We will be delighted to pass your positive feedback to our dedicated green keeping associates.

Thank you once again for your feedback and we hope to welcome you back to Turnberry soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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1,315 reviews from our community

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Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (373)
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English first
Harrogate, United Kingdom
Level Contributor
216 reviews
56 hotel reviews
common_n_hotel_reviews_1bd8 138 helpful votes
5 of 5 bubbles Reviewed July 26, 2009

We've stayed at this hotel as a couple and twice with our two small children. In both situations the hotel was very special for us.

Husband played golf a couple of times each stay. On one stay he used local caddies too (for a fee); their wit and course knowledge were exemplary.

The hotel was very good whilst we had our young family with us. Whilst it is a 5 star hotel we were made to feel very welcome with them, though we are lucky in that they are good children.

The staff were very good; both in the hotel, clubhouse and spa/pool.

  • Stayed March 2008, traveled with family
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank CantSingforToffee
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TurnberryResort, Management Representative at Trump Turnberry, A Luxury Collection Resort, Scotland, responded to this review, September 22, 2009
Dear Guest,

Thank you for your positive review and high rating of Turnberry Resort, Scotland.

We are delighted to read that your recent stay at Turnberry was a memorable one. Our goal is to make sure all our guests have an impeccable experience at Turnberry and each visit is a special one. We do hope we achieved this during your visit and your comments will assist us in ensuring other gests can continue to experience our bespoke Luxury Collection service.

We do hope to welcome you back to Turnberry in the near future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Epsom, United Kingdom
Level Contributor
11 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
3 of 5 bubbles Reviewed July 19, 2009

We were very disappointed with this hotel, as it could be a great hotel in a wonderful location; however due to the popularity of the golf course, you really feel that they don’t have to try to keep the hotel fully booked!
I realise that it is part of a large chain but it really had a big corporate feel with little hospitality, although some of the staff were excellent and tried very hard. It felt it needed better and consistent management
We stayed in one of the cottages, which as we approached looked great but once inside they are well passed their best and need to be refurbished.
The main restaurant was always packed with a feeling of a 3 star seaside hotel! You have long queues at breakfast. In the evening the views are fantastic, which is good, as it will take your mind of the variable service, which goes from helpful and charming of some staff, which were over worked but trying very hard, to disinterested “Faulty Towers” from other staff who clearly were completely disinterested. The food is average at best with little local content, which is such a shame as there is so much excellent local produce!
We were travelling with our young daughter and the wildlife centre and the ridding school were both excellent, with helpful professional staff, who gave you the impression that they enjoyed and took pride in what they did. Just a shame that this spirit didn’t extend to the reception and catering staff!
The swimming pool and spa are below average for this price range.
If you are just going for the golf, then you will have great time and not worry that they quality is well below what you expect and are paying for! If the hotel is ever refurbished and professional general management, front of house, kitchen and restaurant staff employed this could be a great place to stay.

  • Stayed May 2008, traveled with family
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Epsomsalts
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
london
2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
5 of 5 bubbles Reviewed July 15, 2009

I stayed in this beautiful hotel just before the Open. It was exciting to see the preparations for this great event. I stayed in one of the cottages overlooking the course. It was very comfortable and had a nice separate living room and kitchen. I played two of the courses, they were superb, probably the finest links i've played. I can't wait to return to Turnberry and play the championship Ailsa.

  • Stayed May 2009, traveled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank carter101
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ayrshire
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed June 2, 2009

I would like to extend my sincere congratulations to the new team in place in the Tappi Tourie pub and grill at the Turnberry Hotel Clubhouse is Turnberry, Aryshire. The grill has turned from being an establishment of people with sour grumpy faces, to attentive knowledgeable staff. The new manager in Jody and his spectacular team of Ralf and Frank are like a breath of fresh air – it is good to see the oldies like Sandra backed up and smiling again – keep up the good work! Even the CD’s don’t jump anymore and the flowers are changed on a regular basis. I am proud to call myself a member of a place with what is becoming such a fine establishment. If this is a taste of what is to come for the hotel then I am proud to be associated with what has been slandered so badly by the Scottish press.
The new menu compliments the new team and I have noticed that there is even a new wine list in place. It makes a change to see Italy and Italy reduced from the wine list and more regions included. Small comments about pots of coffee though, do us as members not deserve this? How about including the price of shortbread in the price of a pot of coffee?
Small things aside, well done to luxury collection! Well done Western! Well done Stewart!

  • Stayed May 2009, traveled with friends
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank oldiegolfer
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London
Level Contributor
60 reviews
49 hotel reviews
common_n_hotel_reviews_1bd8 39 helpful votes
3 of 5 bubbles Reviewed April 27, 2009

I stayed here because i was attending a wedding nearby. I really didn't like this hotel. It was incredibly expensive for what it offered and the service was mediocre. When I checked in there was a trainee on reception and it took about 15 minutes of hanging around to find my reservation. Even though I'd booked a deluxe room I was shown to a pokey little room overlooking a roof ! After demanding another room, I finally got a room overlooking the ocean. It was bigger and at least the windows had a view but it was small and not very welcoming. I found the staff really stiff, most of them were European students who didn't really care that much. When I complained at the end of my stay, I wasn't even given so much as an apology. This is a member of the Starwood group and it's meant to be one of their best hotels - perhaps I got them on a really bad weekend but I'd rather stay in a B and B than repeat my experience there.

  • Stayed May 2008, traveled solo
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank brill95
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Yorkshire
Level Contributor
38 reviews
31 hotel reviews
common_n_hotel_reviews_1bd8 53 helpful votes
5 of 5 bubbles Reviewed February 3, 2009

Managed a conference here. Although this hotel is now being rennovated, the plans looked fantastic. It was a great place and can only get better. The staff were helpful and the location and history very interesting and grand. I will definately return to check out the new improved version.

Only downside is that it is located a long way from the airport (over an hour), and unless you are a golfer, loafer or walker there's not much else to do without a car. The views to the rock of Ailsa craig are marvellous especially on the approach and whilst looking out to sea from the hotel.

  • Liked — the staff, the history and grandeur and views to sea
  • Disliked — tired rooms
  • Stayed October 2008, traveled on business
    • Location
    • Check in / front desk
    • Rooms
    • Cleanliness
    • Service
    • Business service (e.g., internet access)
Helpful?
Thank catecate
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Trump Turnberry, A Luxury Collection Resort, Scotland

Property: Trump Turnberry, A Luxury Collection Resort, Scotland
Address: Maidens Road, Turnberry KA26 9LT, Scotland
Phone Number:
Location: United Kingdom > Scotland > Ayrshire > South Ayrshire > Turnberry
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 2 Hotels in Turnberry
Price Range (Based on Average Rates): $$$$
Hotel Class:5 star — Trump Turnberry, A Luxury Collection Resort, Scotland 5*
Number of rooms: 149
Official Description (provided by the hotel):
Nestled within an 800 acre estate with views overlooking the rugged Ayrshire coastline, Trump Turnberry Resort is an enchanting destination. Trump Turnberry is the world's original golf resort with over a century of hospitality and tradition. It is scene of some of the most memorable moments in Open history, the championship Ailsa course is a legend in the game. Complimented by The Turnberry Performance Academy, an outstanding teaching facility offering a holistic approach to the game of golf; Trump Turnberry Resort is one of the most magnificent destinations for golf breaks in Scotland. With a range of outstanding accommodation, championship golf, a relaxing ESPA spa, six restaurants & bars and thrilling outdoor pursuits at Turnberry Adventures, Trump Turnberry Resort boasts a myriad of activities for travelers, golfers and families. The resort enjoys a spectacular coastal setting with breathtaking views of the Isle of Arran, Ailsa Craig and the Irish Sea. ... more   less 
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Also Known As:
Turnberry, a Luxury Collection Resort, Scotland Hotel Turnberry
Turnberry Westin
Trump Turnberry, A Luxury Collection Resort, Scotland

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