Megan Mcauley

Review of Dryburgh Abbey Hotel

Upon receiving a voucher to stay at this hotel for...

Upon receiving a voucher to stay at this hotel for a Wedding present in October 2019, we booked to stay 21 March 2020.
After Boris announcement for lockdown we were told we were still able to go and that the business was open as usual for current residents . Now at the time we were not current residents so should not have been allowed to check in at 3pm however we emailed you and said we are not current residents and would we still be able to check in and were told that yes, you can check in today . Megan then sent you screenshots from the government and the police advising that you should be closed and was ignored.
I then left a Facebook review stating what had happened so far and after other customers and potential customers commenting on this you then said you were sorry that you didn t extend the voucher and you would do.
Since then we never received a new voucher, or any correspondence from yourselves confirming that the voucher was extended and/or when it was extended until. After radio silence Megan emailed you in October 2020 asking about the voucher and if it was being extended to receive a reply saying We would be delighted to extend your voucher validity to the end of December 2020, as a result of COVID - no where on that email does it mention this was already extended from March 2020. Megan emailed back saying how she felt this was unfair because since March she was not allowed to see her family members, wasn t allowed to visit her grandparents, nieces and nephews, parents BUT she was able to check into a hotel with other guests whilst still going through a pandemic and feeling unsafe as it was feeling the virus was just as bad now as it was in March.
She had emailed back stating the above, and also asking that their Best Man was refunded if you would not extend the voucher seeing as all over the news it was stating the Christmas was pretty much cancelled. She received no reply, she then chased this up again via email and asked for a reply and again received nothing.
In the meantime we have noticed that the hotel was closed from March until August 1st 2020, and then again from November 5th 2020 with no clear information on when it reopened. In the time from August-November it is noted that not all facilities available with the hotel were actually available for use by guests. Now even if we were made aware of the voucher being extended we would have not been able to use it for what was planned and advertised in the listing in which we purchased saying they would have access to the swimming pool, sauna etc so it was not as described.
Now since Megan received no reply to her last 2 emails she came to Facebook to leave a review where she found she had been blocked from the page and banned. So my mother in law wrote a review detailing the above but not including the full extent of the information. Megan did go to trip advisor where she left the same review as her Mum did. None of what she wrote was untrue however again there wasn t a full description of absolutely everything and she received a response on TripAdvisor from Mark (who has also blocked her on Facebook even though there has been ZERO contact at all with a Mark on Facebook) and the only untrue thing that has been said is that of Mark reply to my wife.
Also, we have complained and written trip advisor reviews and received responses that do not address the situation

Edit to add - As you can see from the complete copy and paste reply from Mark - you can tell he refuses to address my valid points. Nothing I have said is untrue.

Also I feel it s unfair to say I could use this voucher well before covid as you do not know our circumstances. We received in October, we were away and busy after the wedding and our child s borthday. work and commitments throughout November.Tried to book december and it was full.Personal circumstances meant I was to and from the hospital everyday from 24th december until March 11th when my family member eventually passed away