Alex
Google
Beautiful setting with characterful whisky, but a mixed experience overall.
The distillery is tucked into beautiful woodland by a river, with classic whitewashed architecture that gives it real charm. Parking was convenient off-season, with EV charging spots on site, though we couldn’t get them working.
The tour itself was very enjoyable. The site has real heritage and uniqueness, and our guide John made it a standout experience: knowledgeable, welcoming, friendly, and passionate.
We tasted several whiskies, and the Triple Wood and 14 Year Old Peat Smoked were personal highlights, balanced, rich, and elegant drams.
Unfortunately, the customer service in the shop and bar didn’t match the rest. The staff we encountered seemed uninterested and transactional, which was disappointing. A simple request for a driver bottle to take away a paid tasting dram (as I was driving) felt like an inconvenience. The dram was eventually poured into the bottle without a funnel, spilling some in the process, and not a word of apology or any gesture of goodwill, even though we were the last customers there.
Being charged £16 for a standard 25ml dram, of the regular 14 Year Old Peated, just before purchasing the £150 bottle, also felt excessive and off-putting. Many distilleries would show a more welcoming and commercial approach in that situation, encouraging return visits and loyalty.
In short: absolutely worth visiting for the setting, the whisky, and the guided tour with John, but the customer service outside of that experience needs improvement to match the expected Lalique experience.