Looking F.
Yelp
I am writing about a reservation issue that was so unpleasant that I am writing my first review.
I called the Dunstane House Hotel recently to make reservations 6 months in advance of our first visit to Scotland. I had a long conversation with their reservation clerk to ensure that a member of our group with severe mobility restrictions could be adequately accommodated. I was also only interested in staying in the main hotel after reading other Tripadvisor reviews. After exploring all of our options I was able to confirm first floor rooms in the main hotel that would make our stay possible.
Imagine my surprise, when shortly afterwards, I received the following email:
"I spoke with you on the phone earlier regarding a booking at the hotel. Unfortunately I have promised you rooms which have already been promised to another guest who booked a while ago with severe mobility issues... I am ever so sorry about this."
Oddly enough, he and I were on the phone together for at least thirty minutes - and even jointly looked at Orbitz online to compare what seemed to be a pricing discrepancy - and both his own and the third party site shown these rooms to be available!
I have since spoken to the manager of the Dunstane House Hotel who gave me a completely different story. According to her, in an "amazing, first time ever coincidence" someone else was booking these exact same rooms, also six months in advance, also with mobility problems and the "system" accepted their reservations first. And, so sorry, those were the only first floor rooms in the main hotel. Unfortunately, however, the most believable part of her explanation was that, while we were trying to reserve three nights, the other party was booking a two-week stay - need one say more?
This has been such a unique and unpleasant experience, the explanations so unbelievable, and the discrepancy between the 'instantaneous online conflict' and the 'booked a while ago' explanations so irreconcilable, that I can only offer my personal "beware" to anyone looking to make arrangements at the Dunstane house.