Ben Nevis Distillery — Attraction in Great Britain

It’s like the visitor centre manager has given up. We have been to a bunch of distilleries over the years and don’t always want to do the tour, but we like to drop in, have a tasting and look at the visitor centre and shop. When we walked in we saw a reception desk, waited a little while (the staff member was talking to someone making light conversation), we waited a while and weren’t acknowledged at all so we thought we’d wander in and just try to find the bar and shop. The atmosphere was grim, it all felt very bare. The bones of a decent visitor centre are there but it’s just a bit sad. We stood in the bar area for a good 10-15 minutes. It wasn’t busy, there was one couple at the bar having a tasting and one table with people on it. So it wasn’t like they were overrun they were just ignoring us. It was awkwardly quiet (why are so many places allergic to playing some background music? Easiest way to create atmosphere on a budget). We weren’t acknowledged by the staff at all. There’s no shop display to look at just the bar with everything sitting behind the staff. We like to collect various items from distilleries we go to (the usual branded items you’d expect to see) and there was a sad display of some keyrings and what we think were a handful of pins behind the bar. After being ignored, we (along with the 5 people that came in after us who were also ignored) just left. All looking at each other silently acknowledging how rubbish the experience was. I’m sure the tour is great, but it’s about the whole experience. Not every punter wants to tour, but to have a few drams, buy some merch and have a nice time. Like I said either the visitor centre manager has given up caring or the owner of the distillery just doesn’t care enough to invest in the brand experience. A shame! Hopefully this changes in the future because the branding itself is lovely but overall the whole visitor centre experience is...

After a wonderful week touring Scotland. We decided to call at this distillery with spending our last 2 nights in Fort William. The gentleman on the gate to the car park was friendly, helpful and requested our details for track & trace. Her pointed out where to park and where to enter the sales area. Upon entering the sales area of the building we spoke to the gentleman on reception. Abruptly he told me that there were no distillery tours available. I explained I was not looking for a tour but wanted to make a purchase. We went through to the sales area/bar. We were unaware how the sales area worked with it being set up like a bar. The same man from reception came through and asked which whiskey I liked. I explained Glen Morangie. I was poured a 10 year old single malt which was really nice. We tried to chat with him to secure knowledge for a purchase. This mans attitude and manner were rude and dismissive. I am 56 years old and acutely aware when the word “Sir” is used is a condescending and patronising manner. As we stood and considered our purchase, he looked at his watch on about 5 occasions. I sincerely hope that anyone in the marketing department of this distillery takes note of this review and seriously should consider whether they want their brand to be represented by a man who was rude & disinterested in customers and how to treat them. I suggest that he adopts the pleasant and helpful manner of the chap on the car park and perhaps consideration could be given by management about these pointers. When we left the car park, the same attendant came out and again with the same manner bid us farewell. Mr “so called expert” Salesman……take note of...

Having never been on a distillery tour before, I was excited about this trip, all advertising materials painted an exciting picture of a visitor centre with a good show. When we arrived we were told that babies were not allowed, no hint of an apology. Annoying as they specifically advertise a child's price on their website and leaflet. One of us had to sit in the car whilst the rest had the tour.

The visitors centre was just one room which appeared to double as the staff canteen (it did smell pretty good), the shop was a couple of glass cabinets with no real explanation if this was a shop or not.

The tour itself was generally interesting but slightly underwhelming, the factory wasn't in operation some of the metal floors were so rusted it felt rather dangerous. The tour guide was good but wasn't great at answering specific questions that anyone actually involved with the manufacturing process would know.

Their website and leaflet says "You will encounter the mythical giant Hector McDram who will reveal the Legend of the Dew of Ben Nevis in a specially commissioned audio visual presentation." We were ushered into the audio visual presentation room only to be given a safety briefing and then ushered straight back out again. When asked why we didn't receive this advertised element of the tour, the curt reply was "not today"

Overall a very poor showing, I sincerely hope this was just a blip, but I suspect from the manner of the staff and condition of the facilities a poor experience is a...