SCHLOSS Roxburghe, part of Destination by Hyatt

Lunch in the bar was really tasty, and the rooms were nice, but the service let the hotel down badly. Our bedroom was right above the bins, and we could hear bottles being emptied into them throughout our stay. The TV was extremely slow and its remote didn’t work at all. Dinner was a letdown too. We sat down at 8:30pm and ordered around 8:40pm. After a 45 minute wait for our starter, we were told our chosen main wasn’t available. They could have told us when we ordered. Then the bill included an £80 charge for that main, which we never got. The attention to detail was very poor. The couple beside us said they’d waited an hour and a half for their meal. Based on this experience, I wouldn’t give it more than three stars.

I’ve stayed twice over a few months with different groups. The rooms were comfortable and nicely decorated, both in the courtyard and in the main hotel. Courtyard rooms adjoin, which works well for a group if you want to move between them. The grounds are beautiful for a walk or some sun by the outdoor pool. The spa had plenty of beds despite being busy, and the snack, tea and water station was a nice touch. The spa, bar and dining spaces look modern, comfortable and in very good condition after the refurbishment, which I think was a few years ago. The front bar is lovely for sunset, with a great choice of wine and whisky. Rooms had fruit, shortbread and robes that felt brand new. Breakfast was a highlight, with lots of hot and cold choices. The cooked food was buffet style, with eggs made to order, including omelettes. There was fresh sourdough and brown bread, good coffee for a hotel, and vitamin and ginger shots. We also had a few issues, and the team were understanding and accommodating. Some parts felt like style over substance, though the place could be worth it at a reasonable rate. Dinner across the bar and restaurant was fine to good, but didn’t feel like good value for the cost. One bar meal was particularly poor: our food arrived 90 minutes after ordering, later arriving tables were served first, and our party’s dishes came 15-20 minutes apart. It seemed connected to a special dining event that staff struggled to manage alongside other guests. One staff member said they’d been called in at short notice. I expected more from a £105, 45 minute massage. There was so much preamble about scents and such that the massage lasted barely over 30 minutes, and the masseur’s phone went off several times. They apologised and eventually silenced it. Others with me had better experiences with facials and an hour long massage, but at that price every treatment should be high quality. The plunge pool visibly needed cleaning, and a spa club member said this was a recurring issue. There’s no steam room. I found the turn down service odd and would rather be asked at check in if I want it. I’d visit for the facilities, skip treatments and keep dining to a minimum if possible. Alternatively, the Swinton Estate, a few hours south, offers something similar with better service and treatments for a similar or lower price.

The cottage was comfortable and spotless, and the surroundings were beautiful. We loved the breakfast from the shop, and the saunas and plunge pool were amazing. Staff in the tea room and spa were especially friendly, and service was excellent from arrival to checkout. Philip gave us a lovely tour when we arrived, and we were surprised with fizz at afternoon tea for our special occasion. We had a brilliant stay in a Schloss cottage a few weekends ago. They explained in the booking confirmation that spa access was separate and not guaranteed because the spa can get very busy. Staff said they’re working on that. We had no trouble by heading to the spa soon after check in and not reserving beds we weren’t going to use.

The Friday part of our two night stay was superb, from lunchtime through to Saturday lunchtime. The room, service and facilities were excellent, and I wish I could give the hotel five stars. After that, the experience changed completely. We arrived Friday, and by Saturday the hotel couldn’t cope with the number of guests. At the spa on Saturday afternoon, we were told there were no beds or even chairs and to come back at 6pm. I understand there’s a capacity limit, but at nearly £400 a night, staying in the castle itself, I expected to be accommodated. The spa was one of the main reasons we chose the hotel. I suspect the several large hen groups in the cottages added to the problem. Sunday breakfast was chaotic, with queues at the entrance and at every station. Coffee came 20 minutes after we’d eaten. For £400 a night, sitting at a table with people queued around us for eggs didn’t feel appropriate. Friday and Saturday were like night and day. I’d recommend a weekday stay, but would 100% avoid weekends. They need to make the experience more consistent throughout the weekend.