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Reviewed 25 November 2020

Website shows luxury - The room was fine but not 4 star and the resort feels very tired. The website is over selling the place.

The staff were trying their best but the meal orders were wrong.

The package was dinner bed and breakfast up sold on the phone as having the option of 3 restaurant - on arrival 2 were closed and the reservations we had no longer valid in the only open one where no tables were available until after 8pm.

Website says 24 hour room service - this is non existent and even the staff didn’t seem to know about it - as such we were unable to get even a glass of water.

We tried phoning reception and the spa a number of times to book treatments but no one ever answered the phone.

We asked at reception when a manager would be available to discuss the issues we had with our stay and were told no mangager was in and they didn’t know when he was due in.

Eventually emailed with a list of the issues we were having (email sent 10 days ago mid way through our stay) and to date no one has ever responded.

Our issues could have been dealt with on site or by email but feels like once you’ve paid no one is very interested.

Date of stay: November 2020
Trip type: Travelled as a couple
Thank 465gem
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 20 November 2020

We had booked the Aviemore Hotel but a couple of days prior to our arrival date we were advised that the hotel was closed and we would be moved to the Highland Hotel. I challenged this based on the fact that the Aviemore hotel is more expensive by about £50 per night but was told this would be an 'equivalent standard'.

Rooms are dated and smelly. Unfortunately for the prices paid (even with multiple discounts) the rooms weren't up to the standard expected. On our final morning, there was no hot water in the hotel, this was apparently throughout the whole resort but not really acceptable when you have multiple children to get ready and sorted. Looking at some of the other reviews this seems to be a semi regular occurrence so not really satisfactory.

Food was decent and catererd well for children.

As they had decided to ram everyone into the same hotel and close the others, car parking was a bit of an issue at times.

Swimming pool was great and the staff manning the water slide were great with the kids etc.

Expected better.........

Date of stay: November 2020
    • Location
    • Rooms
    • Service
1  Thank dmerring86
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 16 November 2020

We booked this place for a short break on a voucher deal and felt that we were going with realistic expectations having read several reviews beforehand. They were right - Run down, basic facilities, dirty, damp smelly corridors...all of the above. It fulfilled its purpose for us which was access to the Cairngorms, but had we paid full price and expected a luxury stay we would have been extremely disappointed.

We also had dinner included on our package for the first night (Aspects Restaurant). Avoid at all costs. We had considered booking dinner deals for all nights of our stay but we’re so glad we didn’t. Think budget buffet style food served a la carte. We are not fussy eaters by any stretch of the imagination but the food was honestly skirting on inedible. We left most of it behind. Breakfast wasn’t much better. I pity anyone paying full price at the restaurant as there is clearly some serious cost cutting going on in terms of the food offering. We ate elsewhere in Aviemore the following night and mentioned our experience of Aspects to the server - he laughed, saying why do you think the hotel staff all eat here instead of the hotel. Says it all really.

Where we did feel robbed though was by the staggering bar prices. £6.35 for a pint of peroni and £16 for a double G&T. Not sure if prices have been hiked up post Lockdown but how bar prices at that level that is justifiable is anyone’s guess.

Aside from the above - long queues to check in, slow and inattentive service at dinner, key cards which repeatedly stopped working meaning we had to make the long trek back to reception to resolve etc etc all made it a quite frustrating experience, but we made light of it and didn’t let it detract from our enjoyment of the place. During our stay we noticed several other disgruntled guests who were less enthused however, including noisy complaints at checkout.

Overall I feel that the poor service wasn’t for the staff’s lack of trying but more lack of training and overall organisation and leadership. Management really need to have a step back and look at what’s going on here as aside from a revamp of the decor a lot of the service issues could be easily fixed and lift the standards considerably. 4* luxury it is not.

Date of stay: November 2020
Trip type: Travelled as a couple
1  Thank katiedM1911CQ
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 14 November 2020

I booked the Morlich Hotel, and a Deluxe King Room. Recently refurbished. Photos looked bright and airy. Views of the Highlands expected. Half board. Website suggests 4 restaurants available to choose from. What I got? An email shortly before our stay advising me the Morlich Hotel has closed, and reservation moved to the Highlands Hotel. The room was supposed to be an Executive Room. It was dark, needed refurbishing, and had a view of an embankment, with the busy A9 on the other side. Noisy. I tried to call the hotel a few days before our arrival to find out about booking tables in the various restaurants. And to book afternoon tea for my partners birthday. Hung up on 5 times in a row, so emailed. Ignored repeatedly. Response from head office, but no answers. Still ignored by hotel. Checked in. Only one restaurant open. Promised that an apology and action would be taken - would have an email the following morning. No response during stay. Checked out, complained again. Promised I would receive an apology. No apology. Never had afternoon tea as they never arranged this for me despite saying they would. Knowing what I know now, I am glad that they did not. Macdonald were still taking bookings for the CLOSED Morlich hotel during my stay, for the same dates, and are still doing so now. I have never experienced such poor service, disregard, or deliberate attempts to mislead. As I type this, still no response.
Aspects Restaurant was the only restaurant open. No atmosphere. Needs refurbishing. Staff were very friendly and polite - that was a positive (the only one). Very poor non alcoholic selection, you might have expected more of an effort to extract money from diners but we ended up drinking lime cordial with soda. Food was reasonable. Cooked breakfast was passable. Queues form at breakfast as only one chef cooking and serving it seems. Would not have eaten here if we were not half board.

Room tip: Ask for a room that does not face the embankment for the A9. Probably not ground floor either.
Date of stay: October 2020
    • Value
    • Cleanliness
    • Service
Thank CptHowdy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 11 November 2020

Having booked the Morlich hotel we were advised that as it was a quiet period we were being reallocated a room at the Highland hotel. Our room was upgraded so that was very nice. It was spacious and adequate, the king bed was rather soft for our liking, but as it was only for two nights it wasn’t a problem. At this time with COVID there is no house cleaning for the first four days, but again not a problem, if you require anything you just ask at reception. OK the hotel is showing signs of old age and could be doing with an upgrade but it shouldn’t put you off visiting.

We were on a DB&B rate, breakfast was good and you could essentially have as little or much as you wanted. Dinner at Aspects was good although not a great choice, we could have done with two or three more choices for the main meal. But what we did have was very nice.

We didn’t use any of the facilities so can’t comment on pools etc. Aviemore is great for the outdoors and if you enjoy walking there are numerous walks, both easy and bit more difficult. We always used to use the Hilton Coylumbridge but not since Britannia took it over and we will be back at MacDonald’s resort in the future.

Finally I must say the staff very all very helpful from reception staff to catering staff not a negative thing to say about anyone. Look forward to another short break in the future.

Room tip: Go for the executive room as they offer a bit more room
Date of stay: November 2020
    • Sleep Quality
    • Rooms
    • Service
Thank M2183TLjiml
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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