Garthill Lodge

We booked in January, before things got chaotic, for Saturday 5/30/2020. Because of UK travel restrictions, we couldn’t make the trip, even though we would have gone if the UK had allowed it. Our flights and rental car were cancelled with full refunds, but Craignish Apartments refused to refund the room. They kept saying we had booked a non-refundable rate and that cancelling would mean losing the money. Their email offered a voucher for a similar stay within 18 months, but we’re both out of work because of COVID-19 and don’t think we can reschedule in that time. I believe they may have spent the money and can’t return it, especially since this was an Airbnb type reservation. The property manager said twice that they would speak with the owner and call us back, but never did. Now nobody answers the phone or responds to our emails. I was told businesses were supposed to refund customers rather than issue vouchers, and I’ve filed a complaint with gov.uk and the CMA taskforce and am considering other action. This has been very unprofessional. We received this reply from Guest Services: “Hello, Thank you for your message. Your reservation was made under the terms of our Non Refundable Policy; the meaning of non-refundable is in the name. You received a discounted rate on the condition that the reservation cannot be refunded. However, we are offering all guests with non-refundable reservations the opportunity to rebook at any time in the next 18 months. We are happy to extend this offer to you and issue a voucher for a similar stay. Thank you, Geoffrey Marsh Guest Services”

The apartment was spotless and much more spacious than we expected. It’s in a peaceful spot, with shopping areas nearby. I’d happily recommend it.

Everything was provided, and the apartment was immaculate and comfortable. I’d be glad to stay here again anytime.

The apartments are really small and feel cramped, and traffic noise is noticeable. On the plus side, the place was very clean and the furniture was good.