Brisbane House Hotel — Hotel in Great Britain

We booked a room for a family members wedding in June. (The wedding was beautiful, that’s the only positive to take)| We had a phone call asking for a £20 deposit a few weeks before, that was fine and I provided my card details with the payment being taken successfully. |I then received a second phone a couple of weeks later asking for a £20 payment to secure the room. Explained I had already done this, she said there was no record and no bank details on their system. Finally agreed that she would add note to system saying we had paid already.|Received a third phone call, yet again asking for a £20 payment. By this point I was beyond annoyed. They yet again claimed there were no notes or payment details. My question was where exactly are my bank details then as the money had come out my account. Must be breaking some form of GDPR legislation if they can’t securely store bank details. ||I was also told I could pay the balance on arrival, to then be told this isn’t true, then being told that they will allow it on this occasion. ||After this 3rd phone call, the full balance of the room is then deducted from my account as if by magic. So they repeatedly said they had no bank details, yet took a payment without my consent. ||I had emailed a complaint with no response, I had asked to speak to the manager on the phone, each time I’m told the manager was in a meeting or busy. ||Upon check in, exactly as expected I was told I had to pay the balance of my room. Asked to speak to a manager, yet again in a meeting. |On check out, nothing had been resolved they asked me to pay yet again, I was told oh I will need to leave it pending and speak with a manager. ||Finally, the manager named Julie did call me. She claimed she hadn’t heard of my complaint until the previous day. She then made me prove my payment by giving her the date from my bank statement so that she could try and check the hotels accounts! |Of course she phoned back, apologised, offered me a complimentary stay to try and make up for the poor service I experienced. She then emailed me it in writing. ||However, Julie hasn’t bothered to respond to the email I sent weeks ago to try and organise it. No communication at all, I can imagine I will be told they didn’t receive an email because that seems to be the tactic, just to deny. Completely useless on communication and customer service, that is my experience of this hotel. ||We have been to many events, weddings and overnights in many other manorview hotels. Brisbane is by far the worst. ||On another note, |The room itself was absolutely tiny, barely any space to put a case, a frosted out window and it was so unbearably hot that we had to get out as soon as possible. There was no fan or anything in the room to manage this. Many of my family members commented on the same issue. |Neither of us slept that night as it was so uncomfortable. |Bar staff, painfully slow. ||Best advice, Stay anywhere other than the Brisbane, especially if you value the security of your personal...

I pre-booked this hotel around May 24th for my boyfriend and my brother (who I was visiting in Edinburgh prior to coming to Largs). Visiting largs was primarily for my boyfriend’s lacrosse tryouts and my brother was planning to tag along so we can spend more time together.

I had initially filled out a form to inquire for 3 people to stay at the hotel and then called the hotel to confirm my booking which I gave credit card info for and everything was set. About 30 minutes later, another person emails me saying they have to cancel the reso which I thought was likely a mistake. I replied making sure it was still booked and they replied saying it was and all was well.

When we arrived at the hotel, they only had 1 room for us for two people with 1 very small double bed, and my brother who was supposed to stay with us in the room, had no where to stay. Heather, that was working the front desk for the duration of our stay, offered no solution to us, or refund/compensation, no extra room and no cot or couch for him to sleep on. Instead we had to find a hotel last minute (thank god we were able to!) and book a single room for my brother which he had to walk to alone to at night for 15 minutes. After explaining to them how unfortunate that is, they again offered no solution even after Heather brought it to her manager. They kept redirecting the conversation to us being at fault for not double checking (when I in fact did via email).

The hotel offered free breakfast with the room, which I thought was unfortunate as my brother couldn’t even eat breakfast with us. He sat at the table with us before my boyfriend headed to lacrosse tryouts, and the front desk then accused us later of eating three breakfasts which in reality should have been offered to us to begin with for all the mess that was caused. They even had the audacity to ask if we had extra tea or coffee? As if boiling water is a deal breaker after their poor customer service.

As for the room, it was extremely loud as if the hotel was made of paper, they had a green laser light in the room which lit the entire room up and bothered your eyes and it was hot and uncomfortable.

When we left the hotel, we asked if they could maybe hold our bags for a couple hours until we got our next accommodation and they said no and told us there were lockers at the train station we could store our bags. We then asked for a cab and we waited for over 30 minutes and it didn’t arrive, so we ended up walking to the train station with all of our bags. When we arrived, there were no lockers at all (they don’t exist).

Overall, the communication, clarity and professionalism of the hotel was awful, and they offered no solution or compensation and were actually unkind and accusatory of us the entire stay. I’m pretty shocked as it’s a nice hotel and expensive for what we received in return.

I wouldn’t recommend staying here if you...

I cannot praise the staff high enough they are so accommodating and just fantastic and ensure that you have the perfect stay,even to the extent I asked for something different than what was on the main breakfast menu the chef went above and beyond for a simple request, but the breakfast,lunch and dinner menus should have something for everyone,(go for the cookie dough dessert just glorious and amazing) the sea view is just breathtaking and the lights along the prominade as well NO ISSUES WITH PARKING FINES SINCE THE TAKE OVER! The Brisbane house hotel is a hidden gem that I will continue to return to whenever I get the chance!

Stayed over Christmas and again the staff were fantastic and exceptionally friendly and helpful,last time I stayed I had just a walking stick to use but unfortunately I now need an electric wheelchair to get about and there is a ramp at the side and you can get directly into the reception,there has been some renovations done to the hotel but they still don't have a lift so if you are permanently wheelchair you wouldn't be able to get to the rooms, but you will be able to get to the function rooms with absolutely no issues,I am an ambulatory chair user so I can only walk a really short distance,there was no problem in Leaving my chair at reception out of the way and there is plenty of room using it within the hotel for breakfast,as always the rooms are fantastic and have an internet connected TV and rain showers with the wee extra shower head and big led mirrors for you to use as well. The hotel mainly focuses on events such as weddings and they have stopped doing lunch or dinner but the bar is still there for a cup of coffee or tea if you want somewhere to rest for a bit,the decor has changed slightly but the atmosphere with the staff is fantastic they are so welcoming and friendly if you have any special requests they will always try to accommodate you. I will always come back to the Brisbane house whenever I'm in the area it's just a simply fantastic place to stay even though they are now focusing on events It doesn't put me off one bit, I would always recommend the Brisbane to anyone looking for somewhere to stay while in largs. And if you are looking to book an event there is a honeymoon suite with a jacuzzi,a superb Bluetooth sound system as well and it's over two floors with stairs in the suite and big patio doors you can open in the summer which would be...