Schloss Roxburghe Golf Resort, part of Hyatt

Lunch in the bar was really tasty, and the rooms themselves were nice. But the service let the hotel down badly. Our room was right above the bins, and we could hear bottles being emptied into them throughout our stay. The TV was painfully slow and the remote didn’t work. Dinner was worse. We sat down at 8:30pm and ordered around 8:40pm. After waiting 45 minutes for a starter, we were told our chosen main wasn’t available. They should have told us when we ordered. Then the bill included an extra £80 for that main, which we never received. The attention to detail was very poor. The couple beside us said they’d waited an hour and a half for their meal. I wouldn’t rate it above three stars based on this stay.

The grounds are beautiful for a stroll or a bit of sunshine by the outdoor pool, and breakfast was a real highlight. There were plenty of hot and cold choices, eggs made to order including omelettes, fresh breads, decent coffee, and vitamin and ginger shots. We also liked the fruit, shortbread and seemingly new robes in the rooms. The front bar is a nice place to watch the sunset, with a good wine and whisky selection. I’ve stayed twice over a few months, with different groups. Both my courtyard room and room in the main hotel were comfortable and nicely decorated. The adjoining courtyard rooms work well for a group. The spa, dining and bar areas feel modern and in very good shape after the refurbishment, almost like a new hotel. There were lots of loungers in the spa, plus a handy station for snacks, tea and water. When we ran into a few issues, the team were understanding and accommodating. The weak point was service during a bar meal. Our food took 90 minutes, later-arriving tables were served first, and our own dishes came 15-20 minutes apart. It seemed a special dining event had stretched the staff, even affecting other guests. One employee said they’d been called in at short notice. Food at the bar and restaurant was fine to good, though not great value for the prices. The £105 charge for a 45 minute massage set expectations high, but the treatment disappointed. There was a lot of preamble about scents, so the massage lasted barely over 30 minutes, and the masseur’s phone rang several times before they apologised and silenced it. Others in my party had better facials and an hour-long massage, but at that price every treatment should be good. The plunge pool also looked as though it needed cleaning, and a spa club member said that was a recurring problem. There’s no steam room, either. I found the turn-down service odd and would rather have been asked at check-in if I wanted it. At times it felt like style came ahead of substance. It may be worth a stay at a reasonable rate, especially to enjoy the facilities, but I’d skip treatments and keep dining to a minimum if possible. Swinton Estate, a few hours south, has a similar offering and, in my experience, better service and treatments for a similar or lower price.

The cottage was spotless and really comfortable, and breakfast from the shop was lovely. We had a fantastic stay in beautiful surroundings. At the spa, the saunas and plunge pool were brilliant. We’d been told in the cottage booking confirmation that access was separate and wasn’t guaranteed, as the spa can get busy. Staff said they’re working on that. We avoided any trouble by heading over soon after check-in and not holding beds when we weren’t using them. From Philip’s lovely tour when we arrived through to checkout, service was friendly. The tea room and spa staff were especially good. We also had afternoon tea, with a lovely surprise of fizz for our special occasion.

Friday was excellent from lunchtime through Saturday lunch, but things changed after that. By Saturday afternoon, the spa had no beds or even chairs left, and we were told to come back at 6pm. I understand there’s a limit to how many people it can hold, but at close to £400 a night, staying in the castle itself, I expected to be able to use it. The spa was one of the main reasons we booked. I suspect the several large hen groups in the cottages added to the pressure. Sunday breakfast was chaotic, with queues at the entrance and every station. Coffee came 20 minutes after we’d eaten, and being seated next to people waiting for eggs didn’t feel appropriate at £400 a night. The facilities, room and service were excellent when we could enjoy them, and I wish I could give the hotel five stars. The two nights felt completely different: Friday was great and Saturday was a bit of a disaster. I’d recommend a weekday stay, but would definitely avoid weekends. They need to make the experience more consistent across the weekend.