Macdonald Crutherland House

The hotel room was completely outdated and needs an upgrade. We stayed one night, and nothing was dangerous or alarming, but the state of it would put us off staying at the hotel again. The spa was good, though, and we’ll definitely return to the spa and leisure facilities. Gerry, the Spa manager, sorted everything we needed and was lovely when a small hiccup came up. He handled it professionally and gave great customer support. Anne gave me an amazing, relaxing facial, and Lisa did my gel nails. They’re both lovely and went above and beyond for me. Hotel staff were helpful and nice, including the restaurant and cocktail bar teams. They seemed rushed off their feet, but were still happy to help.

The coffee was awful, bitter, over brewed and tasted of ash. Breakfast was disappointing too. Although service was meant to run until 10, staff began clearing options at 9.30. There were no juice glasses, and at first it looked like only one person was serving. Other guests arrived after us, and the continental spread looked bare after some items were removed early. We stayed overnight with family to catch up. The rooms were spacious, clean and very tartan, with good appointments. The communal areas felt tired and needed a deep clean. The restaurant was closed because of the time of year, but dinner in the bar was delicious. Staff were attentive without hovering.

The spa team are the most helpful, knowledgeable and friendly hospitality staff I’ve come across. Robyn at reception even recognized us from our first visit, she’s an angel. The therapists know their stuff and made us feel at ease. I first came in October with a spa voucher, then returned today with my daughter on a Groupon deal that included afternoon tea. We’re going to make it a monthly thing. Thanks so much to everyone.

We were extremely disappointed by our wedding at this venue. Several serious problems on the day affected what should have been one of the most important days of our lives. Since then, our formal complaints and follow up emails have all been ignored. The lack of communication and accountability has made an already upsetting experience worse. Anyone thinking of holding a wedding or event here should think carefully, as the service didn’t match what we were promised.