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Poor service, terrible food and dirty room. Will not return.
Besvarelse fra Shearings Holidays
Thank you for your feedback.
We're sorry to hear that you experienced poor service, issues with the cleanliness of your room and that the food did not meet your expectations. This is not the standard we aim to provide, and we appreciate you taking the time to share your experience.
Shearings Customer Service (MB)
Having paid £738 for four nights bed, breakfast and evening meals,and having stayed at this hotel more than once in the past, we were very disappointed with our stay this year. Whilst the room was of a reasonable standard, both the food and the service in the restaurant were poor in my opinion, particularly on the first two nights. The staff seemed to be disorganised and unsure of their individual roles, and stood talking to each other rather than taking our orders. The quality of the food was dire. The left photo below shows the menu for dinner on the first night.Many of the choices had been crossed out, for some reason, before we saw it. I chose the soup as a starter.It arrived lukewarm.The second photo shows my main course, just as I decided not to eat any more of it.The soup from the starter had obviously been added to a plate of warmed pasta.Breakfast next morning was disorganised.It was a buffet and it was difficult to find anything, so we were all milling about looking for bowls, plates etc etc.We avoided the cooked food, and had muesli followed by toast.I asked if there was porridge available, which one might expect from a hotel in the Scottish Highlands, but there wasn’t. Dinner the next night was in the same vein, with a “salad” composed entirely of chopped iceberg lettuce, and a sticky toffee pudding that was rock hard round the outside. By this time guests were complaining and I believe there was an approach to management.This resulted in some improvement, but by then my wife and I had decided to have a main meal out at lunchtime and only use the restaurant at the hotel as a top up. In short, the experience was spoiled by the hotel food, which was the worst we have experienced in any hotel.
Besvarelse fra Shearings Holidays
Dear Bob,
Thank you for taking the time to share such detailed feedback following your recent stay at the Highland Hotel, Strathpeffer.
We’re sorry to hear that your experience this year was so disappointing, particularly as you have stayed at the hotel on previous occasions. It’s good to know that you found your room to be of a reasonable standard, but we appreciate that the quality of the food and service in the restaurant significantly affected your overall enjoyment of the stay.
We’re particularly concerned to hear about the disorganisation in the restaurant, the limited menu choices, and the issues you experienced with the temperature and quality of the meals. Your comments regarding breakfast and the presentation and quality of the food are also disappointing, and we understand why you chose to make alternative dining arrangements.
While we’re pleased to hear that there was some improvement following feedback to management, we’re sorry that this came too late to restore your confidence in the hotel’s dining experience.
Your detailed comments will be shared with the relevant team for review. We appreciate you bringing these concerns to our attention, particularly given your previous positive experiences at the hotel.
Thank you again for your feedback, and we hope that you will consider travelling with Shearings again in the future.
Kind regards,
Customer Relations (SB)
We recently returned from 4 nights at this hotel. It was booked through Shearings and the info from them was that check in was at 3pm but when we arrived we were told that it was 4pm. However the lady on reception managed to check us in at 3-30pm. The room on the 3rd floor was ok and certainly been redecorated and modernised and had comfortable beds. What let the hotel down were the evening meals, which were really poor in the menu choices, portions and quality. (On the first night the menu given us had starters and main courses scratched out leaving 1 starter and 2 main courses to choose from and no explanation from the staff for the reason for this. The following morning there was no hot breakfast buffet available. We eventually found out that equipment in the kitchen was broken and that they were waiting for an engineer. The second evening the menu choices consisted of 3 starters, 2 main courses and 3 desserts. The normal breakfast menu was on again on day 3. However, when I asked for butter I was curtly told by one of the staff that they had run out of butter!! Another staff member said she would go into the kitchen and get me some. There is definitely a staff shortage in the dining room and they appeared to be disgruntled as I heard them talking to each other on more than one occasion and they didn’t appear happy at times. We didn’t eat in the restaurant on the last evening. We spent last Christmas here and on that occasion came on a Shearing coach and the food and the staff was outstanding but this time we decided to self drive so that we could appreciate the area more. However, we felt that on this occasion self drive guests were treated as second class citizens compared to coach guests in the dining room. Despite the fire alarm going off twice in 2 minutes at circa 6am on the first morning, the Highland Hotel is such a beautiful building, steeped in history but at the moment is being definitely let down by both its management and owners with regards to its evening meals and its staffing.
Besvarelse fra Shearings Holidays
Dear Howard,
Thank you for taking the time to provide such detailed feedback following your recent stay at the Highland Hotel, Strathpeffer.
We’re pleased to hear that you found your room comfortable and appreciated the recent refurbishment. However, we’re very sorry that several aspects of your stay fell short of expectations, particularly the evening meals, limited menu choices and the issues you experienced at breakfast. We also appreciate your comments regarding the availability of butter and the apparent staffing pressures within the dining room.
We’re sorry, too, about the discrepancy in the check-in information provided and the disruption caused by the fire alarm during your stay. We understand how disappointing this experience must have been, particularly as you had previously enjoyed an excellent visit to the hotel.
Your comments regarding the service provided to self-drive guests are also concerning, and we will ensure your feedback is shared with the relevant team for review. We appreciate you taking the time to highlight these issues, as this information is valuable in helping us understand where improvements may be needed.
Thank you again for bringing your experience to our attention, and we hope that despite the issues encountered, you were still able to enjoy the beautiful surroundings and historic character of the Highland Hotel.
Kind regards,
Customer Relations (SB)
We have just had 4 nights at this hotel. It was booked through Shearings, and the info received through them when we made the reservation was that the booking in time was 3pm but on arrival we were told that it was 4pm. However, the receptionist really assisted us and gave us the room key at 3-30pm. The room on the 3rd floor was ok and certainly had been modernised and redecorated and the twin beds wear really comfortable. What lets the hotel down are the evening meals, which are really poor in the choices, portions and quality. (On the first night choices of starters and main courses had been crossed out leaving one starter and 2 main courses and no explanation was given to us by the staff! ). The following morning there was no hot breakfast available again with no explanation. We later found out that equipment in the kitchen had failed and an engineer was on his way. The second evening choices consisted of 3 starters, only 2 main courses and 3 desserts. The normal breakfast menu was available once again on day 3. However, when I asked for butter for my toast I was told curtly by one member that they had run out of butter. Another member said that she would go and get me some from the kitchen and she did. There is definitely a staff shortage in the dining room and certainly those working didn’t always appear to be happy in their job. We didn’t eat in the restaurant on the last evening. We spent last Christmas here and came by Shearings Coach and the food and staff were both outstanding and we thought that we would self drive this time so that we could enjoy more of the area but we feel that self drive guests are treated as second class citizens compared with the coach guests. Despite the fire alarm going off twice in 2 minutes at circa 6am on the first morning, the Highland Hotel is such a beautiful building but it’s definitely let down by both management and it’s owner as far as the evening meals are concerned.
Besvarelse fra Shearings Holidays
Dear Howard,
Thank you for taking the time to share such detailed feedback following your stay at the Highland Hotel, Strathpeffer.
We’re pleased to hear that you found your room comfortable and appreciated the modernisation and redecoration. It’s also good to know that the receptionist was helpful on arrival, and that a member of the dining team went to the kitchen to obtain butter for you.
We’re very sorry, however, to hear about the issues you experienced with the evening meals and breakfast. We understand how disappointing it must have been to find limited menu choices, poor food quality and reduced portions, particularly when you had previously enjoyed an excellent experience at the hotel. We also appreciate how frustrating it was not to receive clear explanations when there were issues with the kitchen equipment and menu availability.
Your comments regarding the dining room service and your perception that self-drive guests were treated differently from coach guests are also concerning. We’re sorry that this was your experience, and your feedback will be shared with the relevant team for further consideration.
We also note your comments regarding the fire alarm during your stay and appreciate you bringing this to our attention.
Thank you again for your honest and constructive feedback. We hope that, despite the shortcomings you experienced, you were able to enjoy the surrounding area and appreciate the beautiful Highland Hotel itself.
Kind regards,
Customer Relations
(SB)
The Highland Hotel Strathpeffer holds a certain charm linking back to the Victorian era. A sweeping staircase with beautiful stained glass windows pleading down to a baronial sized lounge and reception wood panels on all the walls. The dining room is equally well decorated and the food is good with generous portions and the service is excellent. The bedrooms on the third floor had all very recently been decorated and the view from our window overlooking the delightful little spa town and nearby Ben Wyvis was a bonus. However the mattresses on the beds are tired and about ready to be replaced. Coffee tea and milk are supplied and more can be had from the reception desk. This was the third time I had stayed at the Highland Hotel which says it all.
Besvarelse fra Shearings Holidays
Thank you so much for your wonderful 5-star review of your stay at the Highland Hotel, Strathpeffer.
I’m so pleased you enjoyed the hotel’s Victorian charm — the sweeping staircase, stained-glass windows, and wood-panelled lounge really do make it a special place to stay. It’s lovely to hear that you also enjoyed the dining experience, with good food, generous portions, and friendly service.
I’m glad your recently decorated room on the third floor met your expectations and that you were able to take in those beautiful views over the spa town and towards Ben Wyvis. I really appreciate your feedback about the mattresses — I’ll make sure this is looked into as part of our regular room checks.
It means a lot to know this was your third visit — that really does say it all! I hope to welcome you back again soon for another enjoyable stay.
Warm regards,
Customer Relations SB
This was my 3rd visit to this hotel. It is still in an excellent location where peace and quiet reign. There is a lot of renovation going on, but it does not affect the overall holiday experience. The staff are friendly, attentive and efficient.
Besvarelse fra Shearings Holidays
Thank you for your kind 4-star review and for choosing to return to the Highland Hotel for a third visit. We’re delighted to hear that the peaceful location and attentive service continue to make your stays enjoyable.
We truly appreciate your understanding regarding the ongoing renovations. It’s wonderful to know that they didn’t detract from your overall holiday experience.
We look forward to welcoming you back again soon for another relaxing stay in Strathpeffer.
Warm regards
The location is good; the staff friendly and efficient, and a varying menu with good choices
Besvarelse fra Shearings Holidays
Dear Colin,
Thank you so much for your wonderful 5-star review of the Highland Hotel in Strathpeffer.
We're delighted to hear you enjoyed the beautiful location, experienced friendly and efficient service from our staff, and appreciated the variety and quality of the menu. It’s always a pleasure to know our guests had a great stay.
We hope to welcome you on another Shearings holiday soon.
Kind regards,
Shearings Customer Relations (SC)
Nice location but tired hotel obviously understaffed
Besvarelse fra Shearings Holidays
Dear Anne,
Thank you for your feedback.
We're glad you enjoyed the location of the Highland Hotel in Strathpeffer, but we're sorry to hear that aspects of the hotel didn’t meet expectations. Your comments about the condition and staffing have been noted and shared with the hotel team to help improve future stays.
We appreciate you taking the time to share your experience.
Kind regards,
Shearings Customer Relations (SC)
The manager Allan went above and beyond to make the time spent in the hotel to be excellent. It's a great venue for touring the Highlands too
Besvarelse fra Shearings Holidays
Dear Mrs Headley,
Thank you for your 5-star review of your self drive holiday to the Highland Hotel in Strathpeffer.
We’re so pleased to hear that you had an excellent stay and that the service provided by Allan made such a positive impression. It’s always wonderful to hear when the hotel staff go above and beyond to enhance guests experiences. Your kind words will certainly be passed along to him.
We’re also glad you found the hotel to be a great base for exploring the Highlands.
We truly appreciate your feedback and hope to welcome you back on another Shearings break in the future.
Best regards,
Shearings Customer Relations (MP)
I have stayed at this Hotel many times but I am sorry to say since my last stay.The hotel has declined the housekeeping was poor and the choice of breakfast has been reduced and the hotel was cold Monday and Tuesday and the heating was only put on Tuesday afternoon.
Besvarelse fra Shearings Holidays
Dear Frederick,
Thank you for taking the time to share your feedback. I'm sorry to hear about the issues you experienced during your recent tour.
Regarding the heating, I apologise for the inconvenience caused by this. We strive to maintain a comfortable environment for all our guests, and we take all feedback seriously and will be addressing your concerns with the hotels management team for a thorough review.
We hope to welcome you on board again soon and provide a tour that exceeds all of your expectations.
Many thanks, Shearings (BW)
It was very tired, the food on the first day wasn't cooked but got a little better as the week went on, the staff were very helpful.
Besvarelse fra Shearings Holidays
Dear Daniel,
Thank you for taking the time to leave your honest review!
Please be assured that the issues you have raised in your correspondence have been carefully noted by our operations team, who will work diligently to enhance our services. Customer feedback plays a vital role in shaping our business, and we are grateful for the time you have taken to reach out to us.
Again, I apologise for the concerns raised, I sincerely hope we have the opportunity to welcome you back on another tour in the future, with the aim of restoring any trust that may have been diminished on this occasion
Many thanks, Shearings (BW)
Great hotel. Lovely staff. Good food. Clean rooms. What more could you ask for.
Besvarelse fra Shearings Holidays
Thank you kindly for taking the time to share your experience with us! We're thrilled to hear that you enjoyed every aspect of your self-drive break with us.
Our team takes great pride in providing excellent service, maintaining clean and comfortable accommodations, and ensuring that our guests are well-fed with delicious meals. It's truly rewarding to hear that we met your expectations on all fronts.
Your satisfaction is our priority, and we're delighted that you had a memorable stay with us. We look forward to welcoming you back for another wonderful experience in the near future.
Shearings Customer Relations (MB)
Lovely large old hotel with lots of charachter; Friendly staff. Very good food with large portions.
Hotel was very comfortable and staff helpful and friendly. Let down a bit by the evening meals which were nothing special. Overall good value for money.
Beautiful historic hotel in a peaceful location. Friendly helpful staff, nice food and very clean.
Staff were very good, Hotel clean and comfortable. Will be going back.
The staff we met were all courteous and two went beyond expectation on friendliness and help about the local area. The food was good with plenty options and good vegan alternatives. The reason we gave such a low score was because of hygiene issues re no change of towel after one day on a four day stay and no collection of used towels either - a very poor do - and part of bath was black as was the shower curtain though this looked as if it had been washed but had engrained dye perhaps - the curtain should have been thrown away and a bath can be cleaned using bleach but the build up of dirt showing on bath implied no cleaning for a long time. Sadly we shall not return despite the strengths in food and from staff we met.
For the price hotel was very much in need of being done up a lick of paint would be good
A beautiful hotel at which we have stayed every year for in excess of ten years. However since Covid prices have increased a lot whilst food has deteriorated. Breakfast was uninspiring, the hot table offering scrambled eggs on asking about alternative ways they might be cooked we were told that it was not company policy to offer alternatives, Dinner menu offers a three course meal with only four options for each course one of which is vegetarian whilst the others are mostly either spicy or coated in spicy sauces this applies to both starters and mains. Even the soup was affected. The sweets consisted of the same four options, Something warm with custard, A slice of supermarket type cake, Fruit salad ( little more than melon chunks ) with ice cream or two scoops of ice cream . We were far from the only ones grumbling. I was personally afflicted with severe heartburn and indigestion for the entire week.
Great Food and staff very helpful
