Jeff C.
Google
For some reason my previous review was deleted.
So I wrote it again.
My wife and I stayed at the HAAR Restaurant and Rooms at their St Andrews property on August 15–16, 2025, having booked 3 nights through American Express. Upon checking in, we were led to a table in the restaurant to check in, as there is no front desk like in every other hotel we’ve been to.
As we were going to our room, we found out that the hotel did not have an elevator, and there were 52 stairs up to our room.
As we had nowhere else to go, we decided to stay there for 2 nights, and asked if we could check out a night early. An employee told my wife and me that she understood and that we can check out 1 night early.
As someone who had major back surgery, it was impossible for me to continue the stay there safely or comfortably.
At no point during the booking process — including American Express’s internal information — was it disclosed that the property has no elevators. Had we known, we never would have booked.
When we explained our situation to two staff members, Sarah and Michael, Sarah was very understanding and nice and assured us that checking out early would be acceptable. However, despite that assurance, I have still not received the refund of £356.40 for the unused third night.
Over the following weeks, I made multiple polite attempts to resolve the matter. I spoke with American Express representatives, who tried repeatedly to contact Michael and the hotel on my behalf — without success. Michael initially emailed me that he would “speak with the manager,” but never got back to me.
Finally, American Express received a reply from Haar, and I was told that they will not refund!
I also emailed Dean Banks, who I was told is the owner, and have yet to receive even the courtesy of a reply. Obviously, they care only about one thing; How much money they can make.
As I was not advised that there was no elevator, and we were told that we could check out early by a representative of the hotel, I feel that a refund should be sent to me.
I finally received an email from them advising me that there would be no refund, and also saying;
“We will also reach out to the sites you have left reviews on and have these removed and take action on the reviews you have left”.
Pretty incredible that they cannot back up their employee or representative of their company, and follow through with what was promised. Had I been told there would be no refund, I would have not booked another hotel for that night!
What is the point of a review if the Hotel can get them taken off! Is the point of reviews for the traveller only to listen to good reviews or the truth.
I feel customer satisfaction keeps people coming back!
IN RESPONSE TO THE HOTEL; A representitive of the Hotel told us we can check out and we would get a refund. I did contact the 3rd party, which is American Express and they advised me that the hotel had to give the refund!
