Glasgow Westerwood Spa & Golf Resort — Hotel in Great Britain

I didn’t want to have to leave a review on here but I was told to send an email to gcomish explaining the issues we had and she would get back to me which she hasn’t. She said she would get me back for a 25 minute treatment and spa free of charge due to the issues but haven’t heard back. And I’ve sent 2 emails. I came here for my 40th as a present for the spa day with meals. First of all the therapist was lovely and can’t fault her at all. They got me in a room with another women who was supposed to be with her sister which they got wrong and then swapped us around so they could be together, then during treatment there was a hoovering noise in the hall while trying to relax was really off putting the therapist was embarrassed and told me to make reception aware as that should not have happened, which I did. The. After treatment I went into the pool etc and went up for lunch at 11.45 which I was told our lunch wasnt until 1? Which we weren’t told about. I’ve never been here before so advising of what times etc would have been good when signing in. So we waited and they said they could get us in at 12, I had took my robe off as I wasn’t aware you could go and have lunch in ur robes. When ordering we had our starter really quick and then after we had asked for a juice for my son which they said they would bring it over, we waited for at least 25 mins and still no drink or main meals yet the people who had robes on who came after us were getting there seconds along with asking if they would like more drinks. I feel I should have wore my robe I maybe have been treated better. I went up to see where it was they then 5 mins after brought our meals. We asked for our dessert along with ice cream for my daughter, again we waited about 25 mins I then I had to go up and ask how long it would be to be asked is it hot desserts I said no, the women looked confused and went to see where they were 2 mins later she came out with them but with no ice cream for my daughter. After dessert we just left my daughter didn’t want to wait for her ice cream as we had waited that long for each meal and I said I would get her a McFlurry on the way home. Which was Dunfermline we came from so not just a 2 minute trip. I have never been here before and I was really disappointed I was looking forward to be treated for my 40th and enjoy my day out but it was not relaxing at all with the hoover going off and then the time it took for food was ridiculous. If I hadn’t went to the bar to ask where things were I wonder how long we would have sat there for without anyone coming over to ask if everything was ok. For the amount we paid and for it being a Hilton hotel I was shocked. Then to be brushed off with an email address when I complained to reception and tell me to right in what happens and she will get us back free, I did feel she understood but to not have any reply to my email I feel we have just been fobbed off. Really unsatisfactory in my eyes. We were there on Thursday the 11th of April and...

Check in was at 3pm, we arrived at 4pm to be told our room still wasn't ready and to wait in bar area, when we were finally able to order a drink and Crisps I was told I couldn't have Crisps due to covid but I could order bar snacks, chips, sandwiches etc. Quite frankly that makes absolutely no sense to me. Got upto room, behind bathroom door was body hairs and dust, to which my partner said he would clean just leave calling reception to complain. We went down to spa had nice treatments was very happy. Dinner in restaurant was nice but service was terrible, trying to order a drink took so so long. After dinner we sat in bar area, waited 20mins trying to order a juice to which point I went upto the bar to ask someone to come serve us. If it was busy I would understand but there was only 2 other tables occupied with 2 people at each. Later that night we called to order room service, the menu didn't say times etc on it except beside certain food it had 24 hours so we ordered 2 toasties to be told we can't order anything hot its only cold sandwiches. I asked why when the menu said 24 hours and was just told only cold so I ordered a cold sandwich and 2 bottles of water. Told they didn't have bottle but they could send a jug which I said was fine. I then called reception to ask about the toastie she told me room service ends at 9.30pm to which I said it can't have if iv ordered a cold sandwich but I want to know why I couldn't order a toasties, she told me she didn't know. Food came with 1 bottle of water, asked the men where the other was even tho I was told there wasn't any bottles and his response was you weren't charged for the water!!! I didn't ask if I was. Next morning at breakfast wasn't to bad, there was an ok selection of food but not great. What I did find shocking was there was a certain lady and her kids who were clearly there with another family, she was at there table standing talking to them, she then went past our table to go to her own but instead stopped right at ours and starting talking again to the table she had been at obviously louder as she was further away. Numerous members of staff walked past, looked at her and said nothing. The hotel are taking all these precautions due to covid yet I have this lady talking away to people while right at my table with no mask on and not one staff member said a thing. I'm definitely not someone who would be slow to say something to anyone but been 8 months pregnant and losing it wasn't the best idea. I dont think I would return to the hotel, I was so...

Absolutely disgraceful service from the hotel. I had an overnight stay here for a works night out on the 8th December and the night out itself was great, good atmosphere, good food & drink and the room was lovely. However, the hotel made a massive mistake with the billing of my room, instead of charging £124 I was charged £1240 for a one night stay at the hotel. This mistake was made on the 8th December and I was instantly refunded £1116 on the same day (i.e. the value of my hotel room for the night). I had checked my bank a few days later and this same amount, £1240 has been taken out of my account again on 11th December. Immediately, I called the hotel to get this refunded back to my account and was told by a member of staff that it was a manual error made on part of the hotel. I was then assured by this person that a refund had been processed on the day and the money should be back in my account in 3-5 working days. I left this for a few days and over the weekend, checking my account on Monday 18th December the following week and I found that the money was still missing from my account. Again, I called the hotel and spoke to the finance team, to which I found out that a refund had not been processed last week and this was finally put through by a member of the finance team on Monday (18th December). The money came out my account for a second time on 11th December and no action had been taken until 18th December. I'm currently still waiting on this substantial amount of money coming back into my account and the answers I keep getting from hotel staff include 'I'm really sorry about this...." "We can't really put a timescale on this....... it all depends on your bank" "I hope you get this money into your account soon". For most people, £1240 is a substantial amount of money (especially at this time of year) and the incompetence and lack of urgency shown from hotel staff is simply unacceptable. This is now Wednesday 20th December and I'm still out of pocket and am currently struggling pay for regular direct debits, Christmas presents and other essentials needed. This is simply unacceptable on the hotels part and at every step, I have had to initiate contact with the hotel to try and get an answer. The amount of money at the stake, the time and effort spent contacting the hotel, and stress this has caused cannot be...