Melissa Economides

Review of Thainstone House Hotel and Cou...

Our very first impression of Thainstone House was ...

Our very first impression of Thainstone House was witnessing another understandbly fustrated guest concerned she was just placed into an already in use room and had to change rooms. The staff member said she was new and apologised to her.We are patient individuals and were fine with waiting to check in of course, for her to fix the error before proceeding with our check in. Could you imagine being the guests involved though? Slightly concerning. We were placed in a very tiny box room at first with a very small high to the ceiling window which meant we had no natural light or view outside at all. Outside the room was loud with roudy wedding guests and getting prepped for the wedding we assumed taking place soon. We normally don't make a fuss however we poiltely asked if we could be moved. We were shocked to see this was the room we would be getting for the price we saved up for to stay here. They said it's likely thats the only room as there are two weddings this weekend however they will see what they can do. We waited for 30 minutes in the room in limbo waiting patiently for a call back from reception to which they called and said come to the desk to recieve a new set of keys to a new room and unfortunatly, the only room they have for us.We did appreciate we did now have a room with a window allbeit the view was the side of a building and we didn't get a bath like we requested when booking however we were thankful for the window. I was shocked to see black mould along the edging of the tile(have a picture) It was so loud with guests hanging out outside our door at times and we didn't a wink of sleep.We couldn't make use of the any of the hotels lounge areas for example as they were in full use, for example to buy a drink at the bar there was an overflow and no way of getting to the bar as it was packed with wedding guests. A band was playing in the entrance for example and the vibe was bar like and loud with few tipsy guests with one that my husband actually had to catch his fall!(Video proof! Not making this up)We REALLY needed this break "away" from Edinburgh to relax in a countryside setting and the spa facilities were another reason why we booked at Thainstone House. Woman's changing area was so dirty and covered in huge piles of wet dirty towels on the floor/ all seating areas and all lockers were broken so had to leave my personal items unlocked on display which left me feeling less secure.(have pictures)Pool was lovely however I did not return as the changing rooms were so messy my feet were covered in hair and dirt.There were a lack of team members to clean I suspect to compensate the large influx of wedding guests.We did let this lovely lady at spa check in know the lockers in the hotel shower rooms were broken to which she replied "Yes,unfortunately I know" with a dissapointed face which didn't leave us with confidence the lockers would be fixed for our stay or in the future for other people's stays. We felt like we were not valued guests. Having personal 12 years experience being a manager myself, I can't imagine this to be acceptable to you. This certainly isn't normal right? We were not happy with our dinner as it was cold and did not taste fresh and the breakfast was extremely expensive for what you can get it you have a dietary requirement.I'd appreciate team members relaying to the Manager If they haven't already as I'd have expected a response privately by now at this stage. Regrettably,if we had known there were two weddings to be taking place during our spa hotel visit we would have reconsidered those dates entirely as we said when booking we were flexible with dates. Although the hotel is appropriate for weddings as the main hotel itself is beautiful, we didn't realise our entire experience would end up being extremely compromised from the two weddings occurring. Feeling incredibly let down.