Booked for two nights for a wedding at the hotel in May and paid in full upfront. When the hotel had to close due to the national lockdown they said they would have to cancel our reservation. Very disappointing but we’ll just have our money back and be on our way. Unfortunately the hotel manager didn’t see things this way. Despite several requests, he refused to refund our money and would only give us a rebooking to use in the next year. Well since the wedding was off and I live in a different country that’s not much use to me. I have a lot of sympathy for (the rest of) the hospitality industry, but do the honourable thing by your customers. And if you don’t want to do the honourable thing, do what is legal. It was my legal right to get a cash refund since they had cancelled the booking. After repeatedly refusing to refund the money he then said he wouldn’t discuss it further and if I wasn’t happy then I could take him to court. What a way to deal with your customers! Whilst tempting as it was to take him to court, I decided on the easier route and spoke to my credit card company, who managed to get the money back. Funnily enough, the hotel didn’t contest it. Unfortunately there are many others from the wedding party who were treated just as bad and in the case of the bride and groom, much much worse. I can’t speak for the quality of the hotel itself but I would recommend avoiding doing any business with these people. …
Just coming out of covid nightmare and was committed to my Nairn visit. The hotel were excellent and could not have done more to support me in my stay. No worries or concerns and we’re on call at all times. Highly recommend.
Booked a room for 5 April 2020 through Booking.com The hotel then cancelled my booking due to COVID-19 and sent an email stating that I would not be charged for the stay. I called and spoke to someone who confirmed that my credit card would be refunded in full. No repayment received and radio silence since then. Nobody answers phone or responds to emails. Will soon be going to my lawyer to take action to receive the refund due. Dreadful customer service.
Myself and my husband stayed here Sunday to Tuesday. The room was spacious and very clean. We enjoyed a tasty three course meal in the hotel on our first evening and there was a good choice with breakfast both mornings. All staff were very friendly and we will definitely return the next time we are in the area
A great hotel! The hotel and room we're very clean,we booked last minute and was midrange priced we decided to have dinner with our family and we were not disappointed in the food choice the menu was simple no fancy pants nonsense food all family favs, kirsty was amazing honest and easy to speak to the day shift manager was equally good but forgot her name, the street is quiet so no noisy bars pouring out to make a racket whilst sleeping loved the bed we woke up refreshed😴. We will be back 😊