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“TERRIBLE SERVICE, NO APOLOGIES”

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The Waterfront Hotel
Ranked #3 of 14 Portpatrick B&B and Inns
Certificate of Excellence
Reviewed April 26, 2011

We visited Portpatrick with some family from South Africa. We had stayed at the Waterfront years ago and enjoyed the food there. We asked for a Bar Meal and were shown to a small Alcove area just at Reception. The area was lovely and comfortable and we were expecting the food and service to be great. What a farce. We ordered our food, and drinks. The starter was served burned, the chicken liver pate(too pink to be cooked well!) was supposed to come with a side order of red onion marmalade. We had to try and get someone's attention after 5 minutes of waiting as the marmalade didn't arrive and neither did the roll for the soups. The maramalde was standard, could have been so much tastier. NO APOLOGY. The waitress seemed annoyed when we pointed out that the soup was burned as well. Did actually get an apology from a gentleman for that.
We were told that the soup would be removed from the bill. the kids meals arrived as requested and they seemed to enjoy it. Three of the 4 main courses arrived. After waiting once again for about 7 MINUTES!!!!, and finally tracking down a waitress, asked where my main course was. It had obviously been forgotten about, because it took a further 4 or 5 minutes for it to arrive (steamed mussels), NO APOLOGY !!! The other guests were halfway through their meals already, then had to track someone down again to ask where the veggies were, NO APOLOGY.
Tables was not cleared, pudding forgotten about and most importantly, not a single waitress stopped to ask if we were ok or needed anything else.
All in all a terrible service, not friendly and will not be going back there or reccommending this place to stay or eat.

  • Stayed: April 2011, traveled with family
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2  Thank charfirth2711
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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269 - 275 of 317 reviews

Reviewed April 5, 2011

we were upgraded to a sea view (hate to think what the other room was like ) as the room was an ok size BUT an old wardrobe with its doors taken off to hang your clothes?
l am not big but to go to the loo in a cupboard ! they did say that the en suite were on the small side but l am sorry they are just TO small
The room really clean beautiful towels (if asked they would bring up fresh milk and alternate teabags which was considerate bed very comfy very clean linen, carpet in room had been patched tho not a good sign ! Above all good experience but at £45/£55 per night per person it is a bit on the expensive side
Breakfast in the morning well l have had better but it did the job

  • Stayed: April 2011
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1  Thank fifelassie7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Andrew C, Owner at The Waterfront Hotel, responded to this reviewResponded November 18, 2011

I would like to take this opportunity to thank all those who have taken the time to provide reviews about the Waterfront Hotel. I would also like to take the opportunity to explain to potential guests that the hotel, as you will see from photographs, is not a purpose built hotel but a converted harbour front property which is over 200 years old. The hotel is a Visit Scotland 3 Star Small Hotel which has been modernised to a high standard and best use of the available space has been made with guests comfort a priority. We apologise if some guests do find the rooms on the smaller size but sincerely hope the setting, standards, service and overall ambience of the hotel and Portpatrick will provide you with a memorable stay.

For any guests that have found anything unsatisfactory about the hotel we would ask you to raise any issues prior to departure or at the very least email me directly at the hotel so that I may deal with your concerns personally.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed February 27, 2011

intended to stay ther on second night but ended up coming on first night cause the original booking in kirkcudbright was terrible - did not stay - just handed the key and jumped in car towards partpatrick. The host was helpful and supportive and had the sea view for the two days and enjoyed our stay ther for two nights as well had our evening meals - first night bar meals and second night using its own restaurant - food overall was excellent.

  • Stayed: February 2011, traveled as a couple
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2  Thank deefiep
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 20, 2010

My wife booked a sea-view room weeks ago, we arrived at the hotel to be shown into a tiny back room with no view. When we pointed out that we had booked a sea-view room the girl seemed flustered and ushered us back to reception. She confirmed that we had indeed booked a room with a sea-view but they were all taken now and the only room available was the back room, basically take it or leave it. We were getting nowhere with the receptionist so we asked for a manager. The manager duly came and again agreed it was their fault but she couldn't do anything as the other rooms were now taken, to be fair she did call a sister hotel but again no joy. In the end I agreed that we were left with no option but to take the postage stamp box room and she offered to take £20 off the bill and if we ate in the restaurant we could have a bottle of wine. Considering that the rooms are £45 per person (£90 for two) a £20 reduction wasn't really compensation for this room (if you have stayed in the hotel you will understand the vast difference in room size and view believe me).

I really did expect to get a knock on the door and a complimentary bottle of wine or drinks provided but no. We didn't eat in the restaurant as we felt a bit cheesed off with the whole experience really. It may seem a bit petty but this was the first no children trip we have had for five years and it really did impact on our stay.

One other thing it is incredibly noisy on a Sunday morning, I think we must have had a washing machine under our room as we were woken up sharp with a droning noise coming from below.

  • Stayed: September 2010, traveled as a couple
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3  Thank mattj04
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 20, 2010

Disappointed as we had a tiny room in the annexe - en suite was minute - in a fitted wardrobe with doors that pulled out. Felt totally claustrophobic. Hotel has been refurbished and is clean and fresh but rooms let it down.

Also felt to be more of a nuisance to one staff member we met - who took quite a long time also in morning to serve our breakfast - wondered if she had even remembered we were there at one point while she was having a long chat with staff in kitchen!!

Ate instead at Crown next door which was full of people eating lovely food and thoroughly enjoyed our meal.

The Waterfront we felt to be overpriced for size of room and did not feel we received a warm welcome!

  • Stayed: September 2010, traveled as a couple
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1  Thank MalHScotland
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 7, 2010

Had dinner here one night - very good food and service. Good value for money

  • Stayed: August 2010, traveled with family
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Thank armstj
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed August 8, 2010

Just spent two days at the Waterfront in Portpatrick. Staff could not have been more helpful or friendly - contrary to some reviews. The location is stunning and makes for a very relaxing break. Ate at the hotel one night and the food was pretty good too. Had a seaview room which had the comfiest bed ever - also the smallest ensuite I've ever seen but it served its purpose! Will definitely be back.

  • Stayed: August 2010, traveled as a couple
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Thank grovekitten
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about The Waterfront Hotel

Address: 7 North Crescent, Portpatrick DG9 8SX, Scotland
Location: United Kingdom > Scotland > Dumfries and Galloway > Portpatrick
Amenities:
Bar / Lounge Beach Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
Ranked #3 of 14 B&Bs / Inns in Portpatrick
Number of rooms: 14
Official Description (provided by the hotel):
The Waterfront Hotel is situated directly on the harbour in the scenic village of Portpatrick and has 14 high quality en-suite bedrooms, many with sea view which provides the perfect venue to experience first class food and hospitality in this stunning corner of Dumfries and Galloway, south west Scotland. The hotel can comfortably provide accommodation for up to 30 persons and has a selection of rooms including two family rooms as well as two annex facilities which can be booked to provide private accommodation including lounge and garden areas, these annex amenities also have private access to the main street and are excellent for small groups or families. Our menus, which are changed regularly, are complemented by a carefully chosen selection of house and specialty wines. Our elegant restaurant serves an exciting and innovative selection of dishes to suit all tastes - vegetarian dishes are also catered for. Bar meals are also available and our popular Terrace area is the perfect way to ‘people watch’ and take in the stunning views of the harbour and across the Irish Sea whilst enjoying a drink or some delicious seafood. We also offer very attractive seasonal breaks including midweek packages and weekend breaks and for that romantic occasion or getaway, we provide all the little extras that will make your time with us memorable. Just let us know when you make your reservation and we will take care of the rest. The area has many activities to offer - fishing, walking, golf, tennis, riding to name but a few - you may well extend your time in Portpatrick to fit them all in or you may just wish to check in, unwind and enjoy everything that the hotel has to offer. The hotel can also provide hospitality facilities for small corporate functions and parties and is the perfect size host small scale conferences, meetings, seminars, corporate hospitality and training events as well as board meetings. The hotel can be booked exclusively and local area provides many activities to create team-building events and leadership programmes. ... more   less 
Also Known As:
The Waterfront Hotel Portpatrick, Scotland

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