emmajY7971SL
Google
Our overnight stay at the Stirling Highland Hotel was booked as a gift and, initially, everything was excellent. However, significant booking errors and poor customer service at checkout completely overshadowed what should have been a lovely experience.||The booking was for one night for two guests (DBB). I had to chase the hotel multiple times for confirmation, and when it finally arrived it incorrectly stated one person. I emailed to correct this and received written confirmation and apologies that the booking had been amended to two people, DBB, with £25 per person towards dinner, with full payment confirmed.||At check-in, reception advised the booking showed two nights, which I corrected to one. Dinner and service were excellent. Breakfast information stated it finished at 10:30, both verbally and in writing, but it actually finished at 10:00, which we nearly missed.||On checkout, I returned to reception to ensure we wouldn’t be charged for two nights. The receptionist, Liz, was extremely rude and dismissive, insisting the booking was for two nights for one person and that an outstanding balance was due for the second guest’s dinner and breakfast — despite the written confirmation stating otherwise. Her attitude was condescending, repetitive, and unapologetic, and she spoke to us as though we were at fault.||After retrieving our confirmation emails, we were still told an “outstanding other adult dinner charge” was due — with breakfast no longer mentioned. When challenged, Liz argued that “two people DBB” only applied to one person, which made no sense. Also that the booking was for two nights but only one night had been paid ? since when could you make a booking for two nights but only pay for one .There was no apology, no attempt to resolve the situation professionally, and no manager available. We were told, sarcastically, that a manager would contact us to take payment.||The handling of this situation and the receptionist’s attitude completely ruined our stay. Having since read similar reviews, it’s clear booking issues are not uncommon. Sadly, due to how this was dealt with, we will not be returning.