Booked an overnight stay as a surprise for my husband's birthday. I was assured that upgrading to the deluxe and prepaying (thus saving around £50 on normal rate) would be well worth it. I debated over this booking long and hard as I knew if we were going for dinner and some drinks I would be spending in excess of £300 which is alot of money for us. But as it was a special occassion I thought what the hell as I heard so many positive reviews/word of mouth.
We arrived on my husbands birthday Sat 11th Feb. The hall is stunning as are the grounds. However, on entering room 24 we were a little disappointed. I've been in much nicer rooms. The hot water tap in the bathroom kept playing up. Everytime I was about to phone to reception to complain, hot water would pipe through again and then the next time it was used it was freezing cold again. The toilet was not secured to the floor/wall therefore on exit it made a weird clanging sound. There was no mini bar (just a fridge with one pitiful milk carton) - disapointing. And what looked like a beautiful four poster was very rickety/moveable and noisy (not in the least bit romantic, especially as you can hear people walk by your room, if you know what I mean!)
We went for dinner and the staff were very attentive and helpful and our food was fab (chips to die for!) one of the waitresses helped me out greatly when I handed over a candle to be put on my husband's dessert as a wee surprise. I was hoping that the kitchen mightve wrote happy birthday round the plate but I suppose thats just a personal thing...
We took our drinks into the hall and when I made a trip to the were told that there would be a pianist playing later and we stayed for an hour or so but by this time it was after 10pm and as we hardly saw another staff member about we into the public bar area ourselves to get another drink and then retired to the room.
Breakfast was just plain weird having to queue for your brekkie! I dont think I've ever stayed in a 5 star hotel before where its served as a buffet (maybe the continental breakfast yes, but cooked - nope!) I dont know if its because we were a bit later (but not late) coming down so everything wasnt as fresh but I nearly broke a tooth on a tattie scone and hubby's poached eggs were hard boiled. Its a shame no-one keeps an eye when things are getting a bit hard/rubbery for a changeover as the food is lovely.
Checkout was a slooooow procedure, queued for almost 20 mins as there was only one receptionist on. Although she was lovely and it wasnt her fault she was left to fend for herself.
I think you pay more for the size and granduer of Mar Hall, the spa, golf course and its natural stunning surroundings looking at the Old Kilpatrick hills, for this its faultless but these niggly things all mounted up and just annoyed me as I had such high expectations.
We just didnt feel like guests in a 5 star hotel. Although I have to say wee highlight when walking back to car after the checkout rigmaroll descended me into a gloom, my spirts were raised at the wonderous sight of a number of deer scampering past me - glorious! For that sight alone, you should definitely visit, I imagine its even more stunning in summertime.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Dear Ms I,
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Thank you very much for taking the time to relate your recent experience to other tripadvisor fans.
It is disappointing for us to read that our guests did not fully enjoy their stay with us. Here at Mar Hall Golf and Spa Resort, we pride ourselves in providing our guests with memorable experiences and we are truly sorry you feel we let you down on this occasion.
Unfortunately we are unable to trace back in any of our logs that you spoke to any of our staff or managers on duty to allow us to address the “niggles” you encountered. The comment card left on your pillow at turn down time was not filled out.
We are both disappointed and surprised you did not like the comfort of room 24 which is a great “Deluxe room” offering you decent space and lovely décor, with four poster bed and fantastic views across the gardens.
Our breakfast offering indeed gives our guests the opportunity to help themselves on the hot buffet but also, as explained whilst being seated to order any type of food, from kippers to kedgeree, porridge or full cooked breakfast directly from the kitchen to avoid the buffet. Please accept our apologies if this was not to your satisfaction.
We are glad to read however that you found our staff helpful and that you liked the surrounding of the hotel.
Thank you once again for your contribution.
LA - Operations Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC