Hotel du Vin & Bistro St. Andrews

Very disappointing. They did not provide me with a room I booked. I booked the junior suite, which had been shown on photo, instead I was provided with a room which size was a exactly as a regular room. Strangely they said they also considered that room a junior suite while admitted it’s size and everything else is a same as regular room. No compensation or anything else was offered. The staff did not even apologise. They said the room which was on the photos (shown as junior suite) was busy, so I had to take the other or leave it. Finally, while I was checking in at 8:40 pm, they did not mention also that restaurant kitchen was closing at 9pm, so I also missed a dinner.

Surprise trip for my wife's 40th birthday. Having been 10 times previously and knowing the room we love - i specifically requested the room and got notification from the hotel to say the room had been confirmed...all excellent until check in. New staff compared to what we had become accustomed (i appreciate the difficulties of hospitality recruitment/retention), but we were given a different junior suite. The room was most definitely not the level of junior suite i had been accustomed to at this hotel. I asked for an alternative which i was told they would have a look without any care and told they were full. The room Ardbeg was dark and tired at best - certainly not worth junior suite prices. I even asked for a downgraded room to no avail. It thereafter became apparent there were only 2 rooms on the level open due to refurb work. The workers were quiet albeit 3pm at check in drilling away and 9am again drills/electric screwdrivers and language not ideal when my young daughter was about. Postive - the boy at breakfast was very switched on and able to cope alone providing excellent customer service unlike his colleagues. On the whole i was really disappointed having been such frequent visitors and that loyalty seeming to count for nothing instead getting put up in the construction area. I doubt I'll be back as such a special event was ruined in part by the room provide, the works ongoing and with what i'd class as lazy and uninterested customer service.

Could not have been better. Luxurious rooms , great location , excellent accessibility , wonderful staff, fantastic food . Went there for a family occasion and will go back .