The Waverley Castle Hotel

It felt worn and old and needed some work done to it

Room was very poor, peeling paintwork, rotting windows, poor decor.

Nothing.

A grand old building with large rooms in beautiful setting

We checked in and the first thing we noticed was the smell. The whole hotel, stairways, hallways, lifts and room smelled like dirty water and musty. The room wasn't the cleanest but it was ok. The soap dispenser didn't work properly but we figured out how to get soap. We then left for the evening for our event. When we came back late at night our room was full of loads of little flies. They were all over the window the wall round the light and all over one of the beds. We tried to wipe them off the bed and they kept coming back. They were in the bags and clothes We had. We called the night manager on the number found at reception and he came to inspect. He asked if we had opened the window. We explained we hadn't touched the window and he managed to put his hand behind the frame without opening it showing a hole and entry point we didn't know was there. He was going to just spray the flies and leave us. After explaining I was asthmatic and my friend had chest issues and we couldn't spray the room and stay in it, nor did we want to stay in the room with all the flies he informed us they were fully booked and would have to see if they could move us. Thankfully they found another room but it was a double instead of a twin. Me and my friend are nuerodivergent so sharing a bed was very difficult for us and we hardly slept. We went for breakfast in the morning but it was not great, some of the food was cold and didn't taste nice. Upon checkout we tried to speak to the staff on the desk about our issues and he seemed disinterested in the issues we had. We just left but we're extremely disappointed with the whole experience. I would not recommend. I have uploaded pictures and due to the light you will have to zoom in to see the amount of flies.

Dear Sir/Madam,

I am writing to raise a complaint regarding our experience during our recent stay.

We broke down outside Jedburgh, around 300 miles from home, and, due to the considerable delays and problems we experienced with the RAC, we had no choice but to find somewhere to stay at very short notice.

Thankfully, your hotel had availability, so I booked through Booking.com as this was cheaper than booking directly with the hotel. We eventually arrived at around 7pm, having spent six hours at the roadside and having had nothing to eat all day.

On arrival, I asked whether it would be possible to get something to eat, only to be told that this wasn't possible because all the dinner reservations had already been taken.

I find this particularly disappointing because there was nothing on the Booking.com listing to indicate that dinner had to be booked in advance. Had this information been made clear at the time of booking, I would have called the hotel and made a reservation. Instead, after an already extremely long and stressful day, we arrived at the hotel reasonably expecting that we would be able to have a meal, only to find that this wasn't possible.

I fully appreciate that the restaurant may have been busy and that reservations are necessary. However, it is unreasonable to expect guests to know that dinner must be booked in advance when this is not clearly communicated during the booking process.

I strongly suggest that this information is made much more prominent on Booking.com and in any other booking information provided to guests. This would allow customers to make the necessary arrangements before arriving and would prevent other guests from being placed in the same disappointing situation.

As we were self drive travellers a bit of a wait for breakfast

The beds are due for renewal. Left the property with backpain after 2 nights.

Hot water not very hot. Shower only warm.