I am writing to formally express my deep dissatisfaction with the experience my wife, our guest from Dubai, and I had during our recent stay at your hotel. We had booked two rooms for two nights, and after driving over 9 hours from Birmingham to Inverness Dingwall, we arrived at your property around 9:30 PM with the expectation of a comfortable and welcoming environment.
Unfortunately, what we encountered was far from acceptable:
• One of the room’s curtains was broken and hanging loose, offering no privacy.
• The toilet had no bin, and there was no cupboard in the room.
• The carpet was dirty and clearly had not been cleaned properly.
• There was a strong, unpleasant smell throughout the room, making it extremely uncomfortable.
• Although breakfast was included in our booking, we were shockingly told we had to go to another place to get it. When we asked for clarification, the only response we got was “sorry”.
• There was no lift, and no staff available to assist with our luggage, even though our rooms were on the first and second floors.
Due to these unacceptable conditions, we did not use the second room at all. All three of us were forced to stay in one room simply because we had no other option that late at night.
This experience completely ruined what was meant to be a joyful trip. The level of discomfort, inconvenience, and emotional distress caused by these issues
