Every month we conduct an online guest survey. Below we share the feedback to the question “What areas could we improve on?” and provide some commentary where it might be of interest.
1. Menu was rather restricted - we would prefer good honest Scottish food such as Aberdeen Angus Sirloin/ Fillet or lovely fresh perfect fish - it doesn't need dressing up inbto a mish-mash of current culinary fashion. Also your vegetables are so fresh & delicious why try to improve on nature? Ditto fruit.
2. You upgraded us to the Tower Room which was lovely - thank you. We may not have been pressing the right buttons but think that the spa bath was not working as well as it should. One of the buttons produced an effect, the other not at all. As I say, it may be our mistake, but I think it should be checked. That did not effect our enjoyment of the room and our stay
3. Smaller key rings!
4. I ranked the Restaurant Service as Good instead of Excellent. This is because we had been promised your best table for our dinner on our wedding night but when we arrived at the restaurant the table had been given to someone else. This disappointed us (mostly my new wife) but we understood that mistakes sometimes happen. And your staff did their best to make up for the error and we appreciated that. Apart from this everything else was wonderful.
5. For reference the hot chocolate served in the tall glass was lukewarm. unlike the one in the cup the following day which was perfect.
6. leave wine on tables at dinner (or else have someone to pour it!)
7. If you are not going to leave the wine bottles on the table during dinner service you must ensure that you are much better at making sure diners' glasses do not run empty. This occurred on our table for both the starter and main course despite the restaurant being very quiet.
Comment: the two issues above relate to the same evening and this has been addressed.
8. i can honestly say we all had a perfect weekend.
9. dinner menu could be better, steak quality disappointing Comment: we only use the best Buccleuch Estate meat on the menu.
10. We stayed for 2 nights and the menu was the same - would have liked to see at least one different dish on the menu on the second night. Comment – we have an A La Carte Menu with 8 starter options and 8 main courses plus two steak options. The menu changes with the season depending on local produce and the produce from our own gardens.
11. Bar could do with refurbishment without destroying the character and charm of the property. Comment: we have a regular refurbishment programme, the gust surveys help wth our decision making
12. WiFi needs to reach the rooms. Very trying to make special trips to the downstairs to receive it. Comment: we do offer free WiFi in public areas, meeting rooms and most of the rooms in the main house. Due to the thick walls reception in all areas is not ideal, we are looking at options to improve this.
13. Yes - Smoked Haddock for Breakfast clear off (smelling strongly). Replaced with another choice but should not have happened in the first place.
14. We accidentally took a key home with us and will pop it in the mail soon...so sorry
Keep the comments coming. Comment: in reference to comment 3 above, they are obviously not too big!
Good to see some more good reviews on Trip Advisor this month.
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