Was told the day before that I could…
Was told the day before that I could check in at 3 . Arrived and was then told 4 but told not to rush back . Very warm welcome not . She said she was looking after her staff . What about the residents?
Food was good . Room damp . Left a day early . Beer £10 a bottle . Definatly wouldn’t stay again .
Reply from Rosemount Hotel
Oh Karen, I'm truly sorry. We seem to have opened a chasm of miscommunication and misunderstanding. I hope readers will look at our exceptional number of 5 star reviews on this and other platforms to understand that every moment of every day is devoted to our guests.
I remember our conversation so well because it was unusual. You had phoned to ask for an early check in and I had explained that, because we are a very small business with a small team of hard working and dedicated staff, we have to rest them whenever there is an opportunity, namely at times when our guests don't need us.
This had been an exceptionally busy time and I simply could not cut into anyone's rest period to offer the early check in requested. It wasn't because we don't value our guests, it's because we know how hard our staff work for them and how vital that rest time is. At times when everyone is not so exhausted, we have been happy to offer check in a couple of hours earlier, but as a responsible employer, I simply could not ask it of anyone on this occasion.
You were clearly unhappy and asked if you could have coffee whilst waiting for check in. This would certainly be available in a larger hotel with a lounge and restaurant, but we are not of that size and we don't have additional staff for serving food. We are simply too samll. We hope that our check in time is clearly stated and that it also implies the time when guest services are available.
Pitlochry is the kind of beautiful place where guests head off after breakfast to explore the stunning scenery and rarely come back until very late afternoon. I generally fill in, personally, over the afternoon down time, as emergency cover, but have to be free to run errands and engage in online and phone meetings - again this is the only time I can do it. Therefore, I can never guarantee to be present at short notice. I have never encountered an occasion where guests have found this unacceptable in view of our published check in times. We are only a 3 star hotel with associated tariffs that do not support continuous staff cover.
My comment about not rushing back was only because you had stated you would arrive early, park up, visit the town and be back for 4pm. I wished not to inconvenience you in returning on the dot of 4pm by kindly saying not to rush back (noting that Reception was open until 8pm). It wasn't said in the nastiness that it was interpreted as.
Our beers are between £5 and £5.50 a bottle, not £10. I'm sorry you found our room damp. I checked methodically and there wasn't the tiniest sign of damp. You did stay as storm Amy was starting to build, which naturally brought the most unusual atmospheric conditions along with it. Maybe that made the room feel damp?
When you checked out, you gave the reason as not wanting to drive alone through storm Amy. We understood this perfectly and didn't question matters further. Winds and disruption were forecast to be severe. Had we known your true feelings, as described here, we would have sat down with you and talked it through. It really was a misunderstanding and we feel very badly about it.
