Were shall I start, I booked the venue 12 months ago and from the start we had numerous problems, living well away from the Hotel we were unable to view it before paying deposits etc. On our first visit our first impressions were that the main public rooms were reasonably well maintained and nicely decorated. Once you open a bedroom door the story begins to go sour.
Anyway during the 12 months the wedding planner/manager changed 3 times so we were constantly having to repeat our requests, although credit to Marion (who has just left or is leaving) she did her best with the resources available.
On arrival we were greeted by the new grumpy wedding planner/manager who was not helpful at all and always seemed to have an attitude, she wouldn't let us view our guests rooms and had in fact moved them all to different rooms even though we had allocated each guest a specific room only the week before (having seen how awful some of them were). Anyway next morning before most of our guests arrived we finally managed to get access to the rooms and move our guests back around to the correct rooms, thanks to a helpful room maid.
The wedding day itself went reasonably well, the wedding breakfast was average and the beef very very tough, vegetables resembled the dried out microwaved variety. The starters and puddings were fairly good though. On the night of the wedding we noticed several other guests in the hotel (even though we were meant to have exclusive use). On numerous occasions the bar was left unattended for long periods of time (20minutes or so) and this was early on in the evening 8-10pm. Anyway at 10pm I was told by a member of staff that the music had to be turned down as their was other guests in the hotel. After politely explaining the exclusive use and the fact that I had turned a blind eye that other guests were using/staying at the hotel the person in question went and found what appeared to be the only other member of staff the night receptionist, who also ranted about us disturbing the other guests and the noise. Anyway after asking if anyone had complained and where they were staying (no guests had complained and the other non- wedding guests were actually staying in the awful 1960's wing of the building and couldn't hear the music anyway) so when I asked what the problem was, I was told their wasn't any (I can only guess the staff on duty wanted a quite night).. anyway after that we didnt hear another thing on the matter.
Honey moon suite is nicely decorated but the bed is awful, if you breathed the bed would creek and the mattress resembled something from the 2nd world war, the bed is clearly in need of replacement and on closer inspection is being held together with some additional screws that stick out all over the place. and some patch work wood underneath holding it together.
The Spa bath is still broken even though we were told throughout the past 12 months that the parts are on order (why not just tell the truth, you have no intention of fixing it) The bath rail is hanging off the wall too. And as per the other visits numerous bulbs were not working and no new bulbs of the correct size were available. Oh and the fire made some worrying noises so was switched of straight away.
On a positive the young girl on reception was very helpful and always greeted us with a smile and always did her best to try and resolve any problems for us. Thankyou!
In all we had a good wedding but it was more down to what we made it rather than anything the hotel did. If your looking for a place to have a wedding or reception look else where. Which is a shame as with a little investment and some general TLC this place could be a great place to have a wedding. I should point out that no manager or owner was available to discuss my issues when trying to check out, and I'll be surprised if they respond to this review.
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- Also Known As:
- Best Western Dumfries
- Dumfries Best Western
- Hetland Hall Hotel Dumfries, Scotland