David L.
Google
Without hesitation, I can say this was the worst hotel experience I have ever had.
After a six-hour drive, we arrived to find no one at reception and were forced to check in at the bar. When we reached our room, we noticed a two-litre bottle of water left outside the door. We assumed it was a complimentary gesture, though its placement outside the room struck us as odd. After dropping off our bags, we returned to the bar for a drink before settling in for the evening.
It was only when my wife attempted to shower before bed that we discovered there was no running water in the room—no shower, no taps, and, alarmingly, no functioning toilet. I went back to the bar to find the lone member of staff and explained the situation. She responded by handing me another two-litre bottle of water from beneath the counter. When I clarified that we had no running water, she finally informed me that the hotel’s water supply had been shut off due to a burst pipe, and they expected it to come back on overnight. Only then did it become clear that the bottles of water were intended for washing and, presumably, flushing the toilet.
My issue is not with the burst pipe itself—unexpected maintenance problems happen—but with the complete lack of communication. Prior to our arrival, my wife had exchanged emails with the hotel, yet no mention was made of the ongoing water outage, despite the hotel clearly knowing about it in advance. We were not informed at check-in, nor during our visit to the bar, nor at any point until I specifically raised the issue myself. As we had already had a drink, and given the hotel’s remote location, we were effectively stranded.
The following morning, we awoke to discover the water was still not restored. Again, no shower, no working toilet. At breakfast, we were told the problem should be resolved later that morning. After returning from our planned hike up Ben Lomond shortly after 2 p.m.—tired, hot, and in urgent need of basic facilities—we were dismayed to find that nothing had changed. Still no running water.
By this point, my patience was exhausted. I asked to speak to a manager or someone in charge, only to be told by the bar staff that no manager was on site. Given the circumstances, I stated that we would be leaving and requested a refund. The young woman—who was clearly left unsupported—said she was not authorised to issue refunds.
In any reputable hotel, management or ownership would be present, especially during a significant disruption affecting all basic amenities. Instead, the hotel appeared to be run in complete absence of leadership, leaving bar staff to manage a situation far beyond their training or authority. While the burst pipe was outside their control, the failure to communicate with guests—despite prior email contact and two in-person interactions before we learned the truth—is nothing short of deceptive and profoundly unprofessional.
Since returning home, the hotel has refused to acknowledge any wrongdoing, let alone offer a refund—not even for the night we were unable to stay. What was meant to be a much-anticipated trip to Loch Lomond became a deeply frustrating and unforgettable ordeal, for all the wrong reasons.
There appeared to be some nice looking hotels in Balmaha, a few miles down the road. If you’re planning a trip to Ben Lomond I will strongly advise you to stay in in one of these rather than subject yourself or your family to the Rowardennan Hotel.
