Sure Hotel by Best Western Lockerbie

We stayed 2 nights, with others for a family wedding. Had two disabled wheelchair users in our party, one in disabled room 25 the other in upstairs bedroom. The disabled room is not easily accessible to wheelchair users. The door into the corridor from which the room is accessed, is immediately in front of the bedroom door. The corridor width is only marginally wider than a wheelchair measured from footrest to handles on backrest. It took 2 able-bodied people to get a manual wheelchair user in and out of this bedroom. The doorway to the bedroom needs widened. Not sure if that would help, possibly not. There was a wet room, and grab handles in the shower area, but no shower stool. Most disabled people would be unsafe to stand in a shower. The emergency pull chord was fitted to the ceiling approx 2 ft from the bed. Could not be reached if occupant fell, or was seated in wheelchair or short in stature. There was no phone in the room to call reception, or outside for emergency help. There was no furniture with drawers. All medical supplies and medication for our family member had to be left on the dressing table and chair for easy access. Not ideal as it included controlled ***** which should have been hidden away. In short, this room was unsafe in every regard : being able to shower safely, being able to exit in an emergency, being able to call for help and dangerous ***** being open for use by 3rd parties. Communication and the attitude of staff could be very much improved. Staff, when they were around (not much, from what we saw), were impersonal and sullen. They had a defensive attitude when issues were raised with them which made communication difficult, and made us feel like troublesome guests they'd rather not bother with. The disabled guest with an upstairs room was advised she could store her wheelchair in the lounge downstairs which is normally locked, and safe for storage. (There is no lift). No mention was made at that time, that staff are rarely on hand. At 9.30pm the first evening, this guest looked to park her wheelchair in the lounge and found it locked. No staff were around to open it. Her husband had to bump the wheelchair upstairs. It is motorized and very heavy. He then had to bring it back down next day. When mentioning this to the girl on reception, there was no apology for the inconvenience. The attitude was huffy and defensive, explaining it's a small hotel, reception is not manned 24/7 but they live on site and can be called upon at any time. Said a note was left at reception stating this. It was not visible, and not explained on arrival. There was however a framed message to this effect later that day at reception. There was no loo brush or waste bin in the bathroom Very little hanging space for clothes in an open wardrobe. Majority of wardrobe contained ironing board, iron, hairdryer, heater and extra bedding? The only other space for clothes was a narrow shelf at the top of the wardrobe,

Stayed here with my wife. It was just an overnight stop for a journey onwards. We arrived a little early and the welcome was icy. The guy who appeared to be the manager seemed very angry about something in his life and was taking it out on guests and by the look of it the staff too! The staff were brilliant, really helpful & attentive. The facilities were fine, clean & comfortable. If you fancy meeting Scotland’s version of an angry Basil Fawlty you won’t be disappointed! The guy has issues, got really angry when we told him a fire exit was chained shut! We won’t be staying again but if you fancy meeting this character…

Avoid absolutely disgusting customer service my husband asked for our heating to turned off in our room to he told it couldn't then the next morning to be told we would have to leave if the complaints carried on we wer there for a family wedding the owner was amazing and understood everything as for the staff they wer so rude to all of our family especially the young girl workers there attitude stinks. Beer was absolutely vile it was warm my farther in law took his drink because it was warm and flat to be told he could change it this time but next time it happens he couldn't change it as in her words me and my dad have giving away to many drinks already but it was there fault. The gas wasn't working on the beer pumps they even bothard the bride the next morning to tell her there had been complaints about the heating been left on a mean who bothers a bride on the morning of her wedding instead of just dealing with the matter after all it was the hotels fault

We booked this hotel for an overnight stay. We were going to a family celebration in Lockerbie. Our double room was immaculate . Lovely and clean, beautiful bathroom and facilities in room. The only thing was when we came back to hotel at 11.50pm the doors were closed. We had let them know we would be late and they gave us a phone number to ring when we got back . Unfortunately nobody came despite ringing and knocking on doors and windows. We were freezing. Another resident heard us and let us in at 12.30am.!!! When this was mentioned in morning, very little apology was given. Breakfast was very good.

Overall it's a good level Best Western...hotel could do with a coat of paint and tidy up outside. Lovely staff and great service. Room really needs further work...ease of use meant either take kettle off the drinks stand or don't have TV on? Bed way too soft...poor nights sleep therefore. However the en-suite was excellent. Dinner was super, good selection and excellent presentation/service. Breakfast again very good...hot items cooked fresh. Swift and polite check out.

The owner asked us if we'd move between hotels as there was a shortage of chefs to cook an evening meal at the hotel we had booked, and we were happy to oblige. So glad we did as this was a superb hotel. Friendly, welcoming staff, including the owner. Large, spacious room, tastefully decorated with large, picture windows on two sides overlooking the drive and garden. Large bathroom with a shower and rolltop bath and basic toiletries which is unusual these days. Good, fast internet. Breakfast and dinner were also excellent and plenty of it. Situated between a road and the M74 there's a worry it might be noisy - it wasn't and the bed was comfortable, so we had a good night's sleep. Will definitely call again. Can't rate it highly enough