Lochside House Hotel & Spa

We as a family love Lochside and have been many many times. I’m really angry at the reception staff, they need to be professionally trained as they are the first port of call for the establishment. They are rude, unprofessional, couldn’t care less about any issues given to them, have no idea about their policy and procedures and frankly have no clue about how to resolve issues and complaints. The restaurant staff are young students and are lovely but again management need to train their staff better. Bring at a cream tea for 4 after staying overnight at the lodges my girls had to go up 6 times to ask for milk, sweeteners, tea etc… Didn’t bring my bill or even my cake out. The standard has definitely gone done in the last year but management are to blame and need to take responsibility for their staff.

As a returning guest to Lochside Hotel, Lodges, and Spa in New Cumnock (4th stay), my husband and I were quite disheartened by the noticeable decline in standards during our recent stay, marking what may be our final visit to this establishment. Having always opted for the Suite Dreams package with an upgraded suite, our experiences over the past couple of visits have left us feeling underwhelmed. Commendably, the spa staff were friendly and provided a good massage experience. The restaurant staff were also amiable, serving up enjoyable breakfast and dinner offerings. Regrettably, the positive aspects ended there. Upon entering the Lowes Suite (our second stay in this suite), we were met with disappointment. The room appeared tired and lacked the opulent aesthetic advertised, with missing golden cushions and bedspread. The balcony, despite being a lovely feature, was neglected, with the furniture stored upside down and not set up for use. The broken shower hose, the risk of electrical shock from a damaged iron (plug casing was all cracked and broken, obviously not PAT tested) and the uncomfortably lumpy mattress (the grids poking right through) marred our stay. It was evident that the mattress had been improperly flipped, leading to a sleepless night and makeshift bedding arrangements (I ended up sleeping fully clothed on top of the duvet with the bathrobe as a makeshift cover). The decline in the quality of the Suite Dreams package was further exemplified during afternoon tea. Stale bread, lackluster traybake cakes (feels like these were shop-bought) and a lemon meringue tart with a soft pastry shell failed to meet the refined standards we had experienced previously. Moreover, the lack of attentiveness from the restaurant staff regarding dietary preferences or allergies was disappointing. The most concerning aspect of our stay was the subpar customer service exhibited by the reception staff. From the unenthusiastic check-in experience (not even a hello or smile) to the lack of inquiry about our stay upon check-out, the lack of courtesy and professionalism was glaring. Despite raising multiple concerns about the room amenities, the receptionist’s response was lackluster, devoid of any apology or reassurance (other than to state she will get the housekeeper to check). The dismissive attitude towards our issues, coupled with the insensitivity displayed when charging for additional breakfast items amid a sleepless night, left us feeling utterly dissatisfied. In conclusion, our once beloved retreat at Lochside Hotel, Lodges, and Spa has fallen short of expectations. The dwindling standards, coupled with indifferent customer service, have led us to reconsider future stays at this establishment. For a 4-star venue offering high-end packages, the experience should have been far more superior and enjoyable.

Brilliant stay

We stayed 1 night as part of a autumn /winter deal. This included superior room, breakfast and 2 course dinner. Bedroom was beautiful and looked onto lodges. We are both GF and this was catered for with seperate menu. Only thing i would say is not so many GF choices for breakfast as there was for dinner. We really enjoyed our stay and was great value for money. We will definitely return.

Went for New year's dinner on January 1st, most of the meal was ok but one of the people in our party that had specific dietary requirements wasn't taken care of at all. They are Celiac and were given a normal bread roll with the gluten free soup, and the chicken they had for the main was like a mixture between rubber and shoe leather. If the can't cook chicken breast correctly then how can people with dietary restrictions trust the kitchen

Booked a standard double room. Can't fault the room or the service, apart from the extractor fan that ddn't stop till 23:30 at night and came back on at 4pm. Weather was nice so kept the window open, bearly slept when the extractor was on.