SCHLOSS Roxburghe, a Destination by Hyatt Hotel — Hotel in Great Britain

Schloss Roxburgh was very underwelming, and whilst the facilities and the hotel and surroundings are stunning, the staff is lacking training and has a touch of faulty towers about it.

The welcome,orientation, and showing to the room set high expectations, but after this all falls apart.

1st lunch, no table service nor welcome, had to help ourselves to a menu and order at the bar, no complicated order, but after 15 minutes had to return to the bar and ask where the drinks where.

In the meantime, the staff has been chatting and completely forgotten about the drinks. I did receive an apology, but no one ever came after to check if the food was OK, etc. Bill came with 12.5 service charge for poor service.

Next up the golf clubhouse is the only place which showed the golf and rugby. Stood at the bar for 10 minutes and no staff was to be seen, had to walk through behind the bar and knock on a door which let to the outside, a staff member was bemused she was asked if she could assist serving drinks.

Made dinner reservations at 16.00 for 20.45, was asked if there where any dietary requirements turned up at 20.35 to be told we don't have a reservation and we are really busy and where told to sit at the bar, blood started to boil and requested to speak to a manager as we were not going to sit at a bar for dinner.

Staff comes back and shows us after 5 minutes a table.

Everything on the menu is overpriced, and the chef has a lot to answer for.

Service was below par and had to ask for menus and wine menus twice.

When it came to order after 20 minutes I was ready to order a steak, only to be told none where left, I settled for a burger and chips £28, this burger bum was once frozen and as dry as it could be, the burger itself was a lot to be desired by barely touched and after 15 minutes the waitress asked if all food was OK, when I explained the burger and bun was of worse standard, I was promised it to be removed from the bill.

During the whole night, food and drink orders were slow, and it was hard to get the attention of any of the staff.

A female manager found it more important during the service to fold napkins than actually trying to help any of the staff.

The chocolate tarte dessert is a frozen brownie defrosted and is again lacking the imagination of taste from the chef.

Asked for the bill, all the tills in the restaurant are down / being restarted, we did receive an apology, and 15 minutes later, a bill arrives from another part of the hotel.

No apology and burger have not been removed from the bill , and the standard service charge is also applied to the bill. This was removed by myself as this is the worst service I have ever received.

Don't sell yourselves as a 5 star hotel or think you can compete with Cameron House.

The spa facility is nice, but a massage is not £140 these are not even prices in Cameron House, Edinburgh, or London, so how come does the Roxburgh think this is acceptable price?

Overall, Faulty Schloss Roxburgh has a lot to improve and to train staff.

UPDATE

The reption staff is certainly 5 star and know what to do and how to set expectations and how to part ways.

Stay well clear or head to Cameron House if you expect 5 star. This is 2.5...

A mixed bag, I mostly visited for the spa, which delivered, but the rest of the stay was problematic.

The pros: the staff were all very friendly and helpful, we had a nice greeting and then short tour of the facilities when we checked in and were shown to our room, which on the face of it was good, spacious and clean with a reasonably comfortable bed and a nice bathroom. The spa was fantastic, a huge day bed area with refreshments and then a pool leading outside to the main attraction. The outdoor spa has the pool, two saunas, a hot tub, and a cold pool. The hot tub wasn't huge and was nearly always busy but we did get to use it, if the spa was much busier this might be a problem though.

The cons: all the food we had here was disappointing and bland. We booked into Charlie's for an evening meal which was incredibly disappointing, the main (we both had the ricotta stuffed pumpkin) was almost passable but was barely lukewarm and under seasoned, while the sides were both cold when they arrived with the chips being unseasoned and mostly comprising what I assume were the scraggly bits they didn't want to serve with the steaks, and the so-called garlic and chilli oil tender stem broccoli has no trace of either garlic or chilli and was instead served in a splash of the water it had be tragically overcooked in. To add insult to injury there's an automatic 12.5% service charge added to all bills, very undeserved given the already inflated remote hotel prices. The breakfast wasn't much better, the hot meals we ordered (we both had Eggs Florentine) tasted of nothing, with the spinach again a sad boiled affair, no butter had come close to the dish with plain muffins. That said, in fairness, the buffet spread was good and even included a cheese board. Finally, I got very little sleep in the room, we were in a room above reception and the main hallway and there are Sonos speakers attached to the ceilings (right beneath our bed) playing music until at least 3am (when I finally got some sleep), so all I could hear was the steady beat of drum and bass. I did try plodding down to ask them to turn them off but reception and the hallways were deserted, which really begs the question of why that music even needed to be on. Other rooms might be better, but apparently we'd been "upgraded" to this one so it left me wishing they hadn't moved us.

If you're thinking of a day trip to the spa then I'd say go for it, but anything longer and I'd...

First the good points. Staff, particularly Ian the Ghillie who gave us the archery hour and Neil front of house who were excellent and were a pleasure to meet. Other staff were also warm, welcoming and professional. The rest! Hotel: Location is great, its quiet and secluded but it is important to see this as a resort not a hotel. Hotel guests like me paid up to or more than £250 a night to be faced with (despite trying to book in advance) no spa availability, not able to eat at the chosen restaurant and having to eat late to get food. This is the classic case of day visitors having the ability to book facilities and restaurants impacting the guests. The spa on Friday was overwhelmed and there were no beds, Saturday not better. Seemingly this was a quiet time and in summer it is manic. That was according to the staff, the spa is small with a single outdoor (chilly) pool, two saunas and a single 8 person hot tub, its simply to small given the amount of hotel rooms and the fact they give access to day spa visitors. Restaurants, again busy and overwhelmed by non-residents as opposed to residents. Food was not to the level of a 5 star hotel more a 3 star. The breakfast was absolutely terrible, I complained on the Saturday morning about dry white residue covered bacon, rubbery black pudding and rock hard bone dry sausages. all agreed to as such by the manager. it was obviously cooked well in advance and thrown into the heated serving positions, no care and attention at all. Sunday was exactly the same, so ended up having a fried egg and some toast. Woken up each day by people dragging heavy trollies past the window after and around midnight each night. Also and this was even more bizarre you can easily find yourself eating food or having a drink sitting next to people in their wet swimwear wearing the robes or walking about barefoot. Simply unacceptable in common areas of a 5 star hotel in my opinion an opinion shared by staff who also said standards had slipped.

Pros: Good location Suite was well equipped and spacious Great staff and activities

Cons No priority for guests in any area Oversold spa, restaurants congested with day visitors Food far below 5 star (Charlie's, the bar and breakfast) Spa far too small and lacks amenities. People wandering around in wet clothes and robes everywhere

Not for me. at the price...