St Andrews Town Hotel

The first night we stayed at this hotel we had a problem with the toilet leaking all over the bathroom floor so we had to move rooms. The second night we stayed in this new room we realised that the heating in the room did not work, and the room was absolutely freezing and only a bigger duvet was offered until a heater was found the next day and given to us. The third night we stayed, we had a water leakage coming from the light above our bed so yet again had to swap rooms - the new room heating also does not work. The stay so far has been nothing but complicated, I’ve never been to a hotel like it. The woman who has looked after us has genuinely been lovely and done the best she can whilst the manager has been absent… I really do not recommend this hotel and am extremely disappointed that nothing complimentary was offered.

Went away for a "mums night off" night with a friend, we booked here as she previously worked there several years ago and it was in her memory a lovely hotel. On arrival there was scaffolding all around the building, this wasn't mentioned on the booking but did not affect our stay so we weren't bothered, it was nice to see they're clearly interested in keeping up with maintenance of the building, and is often expected in colder months. Was greeted pleasantly at reception. We had a deluxe double room. The room was lovely and big, bath and shower in the bathroom, a sofa, a gorgeous bay window that I suspect would be even nicer without the scaffolding. There were signs of general wear and aging of older features, but again with the scaffolding up I can see they're obviously repairing parts of the building so the slight things didn't bother us at all. Plenty of tea and coffee etc. Went to the restaurant at the hotel for dinner, we ordered drinks at the bar first, my friend ordered a vodka lemonade which wasn't nice, no flavour to the lemonade, they put some lemonade in a glass to taste themselves and realised there was something wrong with it so replaced her drink without a problem. We ordered the nacho starter to share and 2 steak mains, our mains came before our starter, when we asked the waitress about our starter the reply was "oh yes, it'll be out in a minute" we were a bit dumbfounded by this, wondering if perhaps we had gone into an alternative universe where its normal to have the main first 🤔 but we laughed it off and had them as a side instead. No steak knives given so had to use normal knives for our steak, I'm sure we could have asked for a steak knife and they would have been provided but again it just added more humour to our bizarre evening so we just had a laugh about it together. The mains were very nice, plenty of food and cooked beautifully. Very reasonable prices too. Later in the evening we came back down for the banoffee cheese cake on the menu, we were told there was no banoffee cheesecake but they had strawberry cheesecake if we wanted that, we said yes. It came out presented fairly nicely, but I was fairly certain it was a tesco Ms Mollys 80p cheese cake, it tasted very stale and old, I couldn't eat it. We had waited and hoped someone would come and ask how everything was and that would give us the opportunity to let them know it wasn't edible, but all 3 members of staff were no where to be seen, then eventually one member of staff walked past us in total 6 times completely avoiding eye contact (we waited to see if she'd check in on us), before we eventually called her attention, she then said right away she'd go and get the chef which was very awkward, we had just hoped she'd offer us something else or a refund, not to speak with the chef. He then came out, a very nice gentleman, though he did inform us he doesnt bake/make any of the desserts they're all ordered from a warehouse, offering us any of the other desserts,

Shocking and unbelievable experience. In my 48 years working in the Hotel and Hospitality industry, this ranks as one of my worst experiences. We went as a group for Sunday lunch. They clearly knew well in advance of our arrival that they would have neither the food, nor the staff to look after us but they still went ahead and allowed us to turn up and deliver us an appalling experience. it took an hour to serve 8 tables their main course and the quality was disgraceful. If you cannot deliver an exceptional experience for your customers....have the balls to cancel the booking and hold your head high. Dont allow the event to take place knowing you cannot deliver what the customer is expecting.