Cairn Hotel Group
reviews and complaints

Dilapidated and run down dusty dirty and riddled with bugs management are none existent when requested always in a meeting aka cigarette and coffee breaks poor handling of complaints by staff higher up fobbing off and poor excuses the place seems to be under staffed severely some staff smelled of alcohol and were very vocal towards guests help is needed badly

Stayed at The Old Ship hotel in Brighton Kent for a few days and found the experience upsetting. The room was 205 which was the last room on that floor, we were in a dark dull room with not good lighting, had a adjourning door by the looks of things and the wall was paper thin. The bathroom was old and had mould in places and marks in the bath, the shower temperature could not be adjusted so had to use it as it was. We had no fridge or dressing gowns and slippers to what other guests had. We were over the so called car park and from 3am was woken by deliveries, refuse people moving bins and bottles rattling, the noise went on until 8am.
The car park I am very disgusted with, no where on your website states that you have to pay for parking, if your a guest then it should be free and not £27 per day, I was told I had to leave my keys or I couldn't park there. The car park is a service area, storage and has trued to be made into a car park, no actual single spaces all jammed in. My car is brand new and no one drives it and I had no choice, and then if any damages it's my fault, what a joke.
I would like a reimbursement of my car park fee and compensation for the nights we stayed as we came to Brighton for a chilled, relaxed break and did not get any sleep
The only good thing about the hotel was the food, very good
Customer service was ok, but had to queue for the bar whilst some of the staff stood around chatting

Stayed at highland hotel stirling for 2 nights in deluxe? Room 318 this was a well deserved break for myself and husband to just take time together away from a busy hospitality business of our own.
10 min from arriving disappointed is an understatement, £269 for a room that was filthy never mind clean.
Dirty bedding (we stripped and left out side door)
Hand prints all over head board and all furnishings
(we had to wipe everything down)
Dust thick everywhere
Carpets not vacuumed
Bathroom should be condemned, mould round bath and taps, broken floor tiles, stains down walls.
We spoke to manager stuart bond twice and explained our concerns about hygiene but it looked as if he had just given up he refunded £60 for the bottle of red wine and disgraceful dressing gowns that give this room a deluxe £60extra price tag but he just didn't get it we wanted a clean room
We were sitting on towels on dirty chairs and sleeping on towels for bedding still no house keeping appeared, we gave up and spent most of our time out of room and didn't even drink or eat at this establishment so so disappointed and would be hanging my head in shame if this was one of our rentals. Spoiled 2 days we could and should have enjoyed. I have tried to add photos but wont accept but would gladly email to you if you forward address

Patricia Kavanagh Room 416 Stayed 20/07/21-22/0721 Reserv No 273789

We have stayed at the Old Ship many times without any problem. On arrival and departure the lift which went near to our room was out of action. So we had to use a lift at the other end of the hotel (which only went to the 3rd floor)
then climb stairs.
The window in the room would not stay open (the temperature was 26 + degrees) so used a Bible to wedge it open. This was reported but maintenance could not fix it. The fan which was supplied in the room was useless. The room was very tired and shabby and was in need of redecorating, the skirting was dirty and needed painting and so did the window sill. the curtains were missing hooks and were very discoloured. The bathroom had no extractor fan or lock on the door. As this was a Deluxe room there was meant to have toiletries we only had bubble bath and soap The bath had a lot of chips

Where do i even start! Myself and 11 family members booked a table in your Bathgate restuarant 14/10/17 and to say we were disappointed is an understatement.
1 : starters - haggis stuffed mushroom was overcooked and rock solid on outside and dry splodge inside. 3 soups served with no offer of bread and butter although stated on menu included.
2 : mains - My mums fish and chips was sent straight back as again it was overcooked and brick hard on outside with no fish meat inside - 2nd plate was brought out but was just the same so not a bit was eaten.
My brother in law ordered a chicken pasta dish which had mushrooms in and he is allergic to mushrooms - mushrooms not stated on menu. When spoke to David Farrell he replied "aye i saw the chef put them in"
3 x gammon steaks ordered 2 which were ok the other one was like 2 slices of the thinnest bacon and my sister was told "thats all thats left".
6 x steak pies ordered - dry chunks of meat with no gravy is the only words i can use!
Now we entered the restuarant at 2.30pm so wasnt late in the day.
3 : staff and management - We quieried the £220 bill as we where unhappy about paying for the fish, 1 gammon dinner and the chicken pasta. David Farrell was an obnoxious man after this, he said the fish and gammon complaints was personal taste, absolutely not and i only wish i had taken pictures! My brother in law approached him and he grabbed his reciept scrunched it up threw it in the bin and his words where "f**k this"!
He was clearly heard slandering my family to his staff whilst on the shop floor!
We paid the new bill of £196.00.
My aunt and I stayed behind to finish our drink and wanted to have a quiet friendly chat with the Manager but were left feeling upset. I approached the bar and politely asked who the Duty Manager was and a chap standing writing on paper replied "me" and turned his back on me. With this i asked for both mens names and was told Manager - Mr Lennon Deputy Manager David Farrell.
I can only say if they are in charge god help your business.
Three family members where never out the bathroom all night and had very upset tummies. Yesterday was an important day for our family and your staff made it worse.
My parents visit your restuarant every second Sunday for lunch and have always enjoyed it but safe to say they will never return.

I stayed last week end in a single room, on my arrival the hotel lobby looked like a building site, with a desk a the lobby surrounded by builders and debris. I had phoned in advance to make sure I was allocated a quit room nobody said a thing about the major recostruction works, not just a simple redecoration. I was offered a room in the basement, at the front of the house, facing the road, I declined for 1 because I hate basements, and also facing the busy road, I was then offered a room on the 1st floor, still facing the road, I thought it was a joke, I asked for a quiet room at the back, finally I was allocated a horrible dark room at the back, with no hot water in the bathroom. Builders shouting down the corridors, loud banging and drilling, no way we could use the stairs because they were blocked off by ladders and all kind of building equipments. So the following morning (Sunday) I was awaken at 7.45 by the noisy builders starting their day work, and I was quickly out of the door, more tired than when I checked in. Nightmare hotel, bad hotel chain, greedy management...