Culloden Estate & Spa

Very clean surroundings, beautiful building, staff all very friendly, breakfast excellent, we had a served breakfast on friday morning which we thoroughly enjoyed and preferred, buffet breakfast on saturday morning excellent as well but maybe not as hot, great idea of books sitting on tables that you can lift and sit and relax and enjoy. Spa facilities very good.

A beautiful place but the worst service I've experienced in recent memory. We spent the whole time having to ask repeatedly for basics. This is NOT five star or anywhere near it! It was a Friday. We went to the spa first. No one actually indicated where to get robes but another guest explained. We were given robes and a towel each at reception but no slippers. The spa was littered with dirty cups. Every surface. The water jugs in the spa were empty. There were empty cups all over the changing rooms and the laundry bin in there was piled high overflowing. Both the spa and the changing rooms remained in this messy dirty state the full 90 odd minutes we spent there. I went to put my phone into the robe pocket and it fell onto the hard spa ground. The pocket was totally ripped. I asked if we could wear our robes back to our room. We were told no as they were the spa robes. It would of course have been more relaxing had we been able to. We then asked for slippers - the floor of the spa was incredibly slippy. I was genuinely worried my mum, in her 70s, would slip. The woman working in the spa told us repeatedly and sharply that they didn't give these out in the spa and we couldn't have them. Eventually another staff member kindly agreed to get them for us. She said the reason was sustainability which I was understanding of but it was genuinely incredibly dangerous to expect anyone to use the spa without them. And as guests staying in the hotel, a supposed five star hotel, it seemed petty we couldn't get them in the spa. We ordered food in the spa and drinks. It took a really long time to come and was brought with no cutlery or side plates. We asked 2-3 times for water which never came. We had to ask for cutlery twice. The service in there seemed utterly chaotic. I saw numerous staff pass the dirty cups and do nothing repeatedly. We had dinner in the cultra Inn. Despite reminders our bottle of wine never arrived so we asked to change it to glasses instead and even had to remind them for this. Wed virtually finished our food when it arrived. To be fair they gave us dessert on the house. On arrival also my mum tried to order a gin martini and it was clear the waitress didn't know what this was. The lack of training was really clear throughout the stay. Finally we returned to the Lough bar where the experience worsened. Again tables were covered in dirty cups. Despite being told repeatedly we couldn't book in the Lough bar there were numerous reserved tables and we also noticed you can actually book it online. When a waitress took our order I opted for a cocktail, I asked for it without tonic and if it could be served as a short. I was told yes. The drink came in a tall glass and was basically a measure of vodka and juice. I politely took it to the bar to explain what I meant. I immediately was met with hostility from the bar man who was really obviously not remotely trained. He repeatedly told me that all their cocktails have the same amount of mixer which, if true, means this five star hotel bar doesn't understand the basics of drink making. He kept offering to pour the drink into a martini glass. All I wanted was a short martini drink and specifically vodka based. Barman then suggested a bramble. I explained that was gin. I decided to order a french martini for ease. I was told he couldn't do that as he had no pineapple juice. I was astounded by the way I was spoken to but also the very clear lack of understanding of drinks and how they are made and served. When you're paying £30 for a round for two it isn't much to expect it to be made properly with decent spirits. My mum ordered red breast twice with water and on both occasions, despite her explaining what she wanted, it arrived without the water. I was genuinely so taken aback by the attitude at the bar I went and spoke to the receptionist who then spoke to them and brought us complimentary prosecco. I really wasn't looking for this. We were just so let down. A casual country pub would genuinely have better training of drinks. I noted too the cocktails menu was poor. Also, it didn't outline the spirit brand in cocktails. Usually high quality cocktails in a four or five star hotel will specify i.e. short cross etc. this menu didn't. Clearly trying to just rip people off When I wrote in to complain I provided significant detail. The email response I received was the most half assed apology and seemed to suggest it couldn't be further because they hadn't been able to speak to me on the phone (they rang me on a Sunday night and the next day while I was in work, no voicemails left. ) I responded to say I was hugely disappointed that they couldn't even now accept that as a customer I preferred email and that they had said they were sorry it didn't meet my expectations. My expectations included not lying in a spa littered with dirty cups, staff trained in basic drinks service and getting cutlery with my dinner. I've never asked for this before but as my mum paid for the room I suggested they should return some of their money. I in response again they referred to not being able to speak to me on the phone and offered me a free stay. I refused because I really never want to return. Still no offer of any refund. By that I am to assume that the experience I had was normal and acceptable. This is not a five star establishment. It is shabby, lacklustre and actually hostile. I was floored by how poor it was and so very disappointed, as was my mum. I will opt for galgorm again in future. Hastings hotel has a systemic problem. It feels like a choice to take on amazing buildings and just make zero effort to train it prep staff. I could not recommend this to anyone. Avoid. What's worse is they don't seem to really care I have to give kudos to the welcoming concierge staff, reception staff and breakfast. Otherwise the service, food and drinks were so very poor. Appalling.

Everything was absolutely perfect. The upgraded room was amazing and made our stay feel incredibly special. The spa treatments were outstanding — my husband asked me to pass on a particular compliment to Maureen, as he said it was the best massage he has ever had. The food, the service, and the overall experience exceeded our expectations in every way. We truly couldn’t fault a single thing. Thank you again for all the care and attention you put into arranging this for us. It was a memorable and very special experience, and we are extremely grateful.

The Hotel is situated in a Beautiful Site. The Decor is faultless. The Staff are just so so nice friendly helpful and interested in their customers. Nothing is too much trouble. Every member of staff speak to u every where throughout the hotel. Meet and greet excellent. Pool area etc spotless very relaxing. Room lovely and warm . Tea coffee etc in room. Turn down of bed lovely touch. Breakfast was perfect. Lovely selection. Staff in Restaurant very helpful and friendly. Definitely a 5 star Hotel

My husband a I took our 4 children here at the weekend.I can honestly say it was absolutely fantastic.We booked 2 rooms 1 in which was the topaz suite(wow) kids had the best time here.pool/food/service/cleanliness was out of this world.will be back to this wonderful hotel.