The Kenmore Club — Hotel in Great Britain

Booked a last minute 1 night stay through Booking.com as a little treat for the children because it looked beautiful, had a swimming pool, tennis courts etc. On the way we followed Google maps with the postcode given on booking.com which took us over a horrendous back mountain road which quite literally had us taking panicked attacks. Check in was at 4pm and when we arrived and told the receptionist about our journey she said that they normally send out an email telling people not to take that road but because we booked late (10am that day) we didn’t get it. We also didn’t know that the swimming pool was only opened 8-4pm so it was already closed when we arrived which we were told again was usually in their emails. We apparently didn’t qualify to be given this important info as we were reminded we booked late. We also weren’t aware they asked for a £100 security deposit and you had to book the tennis courts and swimming pool if you wanted to use them. Not much point when check out was 10am. We were given cottage 47 which was in a small square and as soon as we entered we saw that the carpet was covered in stains, old and dirty looking, plus the sofa was the same and the dining chairs. The carpets hadn’t been cleaned properly crumbs of food everywhere, the table hadn’t even been wiped and the toilets had urine in the back rim of the seat lid. Crisp packets under furniture snd the carpet still wet where cleaners had tried to remove stains. The balcony was so small and could only accommodate two people not like in the pictures where they have shown the much superior cottages, which are apparently the same price as the one we were given but with superb views unlike ours which you could barely see the Loch from. I contacted Jean on reception who said she would send cleaners if she could get them before they finished, and I went down to explain it wasn’t acceptable that we just arrived and our cottage was unclean. We were only there from 4pm until 10am so waiting on cleaners etc isn’t something you expect. I said it wasn’t good enough and asked to speak to a manager who was off sick and I got told there was nothing they could do to rectify the situation as were fully booked. Jeans words were ‘what do you want me to do about it?!?) There was a complete lack of understanding, empathy, or sign of any customer service until Jean clearly went to see the cottage herself and we then got moved to one of the superior cottages which was night and day by comparison, however our late checkout (£10 if you are thinking of asking) could not be accommodated so we lost another hour of our stay. There were lots of passive aggressive comments made from Jean regarding us being told that when we cancelled a last minute dinner reservation in the restaurant, we would come out holding our heads in our hands and that the restaurant wouldn’t be happy about us messing them around! We only asked when we arrived about dinner and there had been a cancellation and we gave them 90 minutes notice so not sure what else they wanted, perhaps a sorry note written in our blood! As it happens we went in for cocktails and chips with the children once we had calmed down after the horrible treatment by reception and Heather (the owner who is not Diamond resort staff) was just lovely and so friendly and accommodating. Her staff should train the reception staff on how to treat customers as she is the only one with any professionalism and customer care. I could have taken our experience a lot further but was so stressed and exhausted that I didn’t have the energy so want to warn anyone about our experiences. It’s not at all what we thought and sadly...

I checked into a room at this establishment for 2 people on Sunday 31st August around 8pm. Upon inspecting the cottage, I found the ceilings to be covered in old mould, old cob webs and spiders. We killed 3 spiders alone in the living room/kitchen area before going down to the bedroom to find the bedroom and entrance hallway to find even more tied up in these cob webs. ||I raised my concerns with the receptionist on shift, who told us we were lying and that she finds that extremely hard to believe. She then followed up with “so what is it you want us to do?”. I suggested if there would be anyone on site to come and clean the room that would suffice, otherwise would you have another room available. We got given another set a keys to an alternative cottage and upon opening the door we didn’t even step any further into the hallway, that one was even worse with spiders and cob webs dangling from the ceiling. I went back to reception and asked to be refunded as we do not feel comfortable staying within the resort, and at 9:30pm at night have to go and find somewhere else to sleep for the evening, leaving us further out of pocket. The receptionist was extremely rude and unpleasant to communicate with, despite us merely raising our concerns in a polite manner.||I manage a hospitality unit myself, so I understand navigating a complete can be a tricky. However, I would never have handled this situation the way the reception did and I can honestly say I would be deeply disappointed had I heard one of my staff address any guest in this way too.|Under the Consumer Rights Act 2015, services must be provided with reasonable care and skill. On this occasion, the cleanliness of the room fell below that standard. As a result of this, coupled with the unwelcoming service I received during my very brief visit, I reached out to management, requesting a full refund for my stay. They have since ignored my 3 emails, giving them the opportunity to discuss and rectify the situation before taking my complaint to a review platform. This establishment should be ashamed...

I checked into a room at this establishment for 2 people on Sunday 31st August around 8pm. Upon inspecting the cottage, I found the ceilings to be covered in old mould, old cob webs and spiders. We killed 3 spiders alone in the living room/kitchen area before going down to the bedroom to find the bedroom and entrance hallway to find even more tied up in these cob webs.

I raised my concerns with the receptionist on shift, who told us we were lying and that she finds that extremely hard to believe. She then followed up with “so what is it you want us to do?”. I suggested if there would be anyone on site to come and clean the room that would suffice, otherwise would you have another room available. We got given another set a keys to an alternative cottage and upon opening the door we didn’t even step any further into the hallway, that one was even worse with spiders and cob webs dangling from the ceiling. I went back to reception and asked to be refunded as we do not feel comfortable staying within the resort, and at 9:30pm at night have to go and find somewhere else to sleep for the evening, leaving us further out of pocket. The receptionist was extremely rude and unpleasant to communicate with, despite us merely raising our concerns in a polite manner.

I manage a hospitality unit myself, so I understand navigating a complete can be a tricky. However, I would never have handled this situation the way the reception did and I can honestly say I would be deeply disappointed had I heard one of my staff address any guest in this way too. Under the Consumer Rights Act 2015, services must be provided with reasonable care and skill. On this occasion, the cleanliness of the room fell below that standard. As a result of this, coupled with the unwelcoming service I received during my very brief visit, I reached out to management, requesting a full refund for my stay. They have since ignored my 3 emails, giving them the opportunity to discuss and rectify the situation before taking my complaint to a review platform. This establishment should be ashamed...