johnlG942DR
31 Januari 2024
The hotel needs some serious improvements. The accessibility statement needs clearer and more detailed information, in particular explaining that rooms classed as ground floor rooms are not necessarily indoors. The reservation team need to be better trained in being aware of accessible needs. Neither in response to my email enquiry, nor in my telephone conversation when booking were facilities clearly explained. Our 'ground floor' room was outside down the road. The ramp down to the road had cracked and broken slabs, very difficult, and dangerous, to manage with a wheelchair (see photograph). The room was accessible only by crossing an area of small blocks/cobbles, many of which had lost their cement infill (see photograph). Crossing these was incredibly difficult, taking great care not to allow the wheels of the wheelchair to get stuck in the gaps There was then a large step into the building The room was small but adequate, with a tiny bathroom. After we entered an awful, extremely loud whine suddenly emanated from the bathroom ceiling (see video). Clearly some serious plumbing work needs to be carried out. The wifi signal in this room was extremely poor. The awful, lumpy mattress really needs replacing The wonderful reception staff changed us the next day to a much larger and more comfortable room. This had a full wifi signal. (We were prepared to forfeit what we had paid and look for alternative accomodation for the weekend). However, this is the first hotel we've ever used with no seat in the shower of what was meant to be accessible. Even a plastic seat, if not a fixed seat as is usually provided, would be better than none. I'm sure it is not good to attempt to shower sitting in a wheelchair, which would then still be wet after dressing. To reach the restaurant there was only one route, through a warren if corridors and finally through the Capercaille Hall - which provided meals for the coach parties. Here tables were set without a gap through for wheelchairs so each evening meal and each breakfast time two guests at two tables were disturbed during their meal to allow us through. A little thought by management could have easily prevented this. Meals were made up of a small choice of home cooked food which we enjoyed. However, be warned portions were very large ! I drank pints of the house bitter with my meals which was excellent - and certainly very reasonably priced. All the staff throughout the hotel were simply wonderful. They offered help in every way they could - particularly the two staff on reception when we arrived. All of them were so friendly, clearly enjoying their job. Concluding, we chose the hotel because of the description - providing ground floor rooms and two accessible rooms. This description really does need changing. We had also read details of their Christmas break which looked excellent and were hoping to book. Needless to say we will not be returning. The hotel is not suitable for anyone with limited mobility,
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