Lochside House Hotel & Spa

Booked a a cottage for 12 looked nice at first glance, but when you take a closer look we found dirty marks on pillows, leaking tap had to put a towel on floor, stains on mattress of pullout bed, broken bed light, chips in furniture, a tear on bed, little bits of wallpaper coming off, was not impressed for amount they were charging.

We were given gift vouchers for a stay and decided to use them for a stay which included dinner and breakfast. We had a garden suite - the room was nice with a big comfy bed. We arrived around 2.30pm and headed straight to the spa. To use the spa facilities outwith the times of 7pm-9pm it was £10pp. We were given a towel each and shown where to change and enter the spa. We were told that robes and slippers were only offered to those that had booked a treatment. The spa itself is pretty underwhelming. A “vitality pool” which was just a large jacuzzi with broken tiles and buttons held on by tape. And a sauna and a steam room that were turned up far too hot, you couldn’t sit down without risk of burning yourself. After spending 45 minutes we decided we had enough and headed back to the room to chill before dinner. Dinner was good, the food well presented and my partner even saying it was one of the nicest rack of lamb he had tried. (See photos) Unfortunately, within half an hour of finishing our food and being back to our room after dinner, I was violently ill. Whether this was food related or not I will never know but let’s just say I’ve been put off haggis and black pudding for a long time! For the prices charged I definitely think you can stay at a lot nicer facilities with so much more to offer (check Ribby Hall Spa nr Preston - amazing!!). Unfortunately I had a terrible time due to illness but all in we were both really underwhelmed at the facilities and would not return.

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.

This place is taking the Michael. 550 pounds for one night. I don't mind paying money for value but this is a sad place for value. After arriving I understood, Normal B&B for two is 120 pounds. The New Year Dinner was 65 pounds pp, so 130. Total 250 pounds. Did we pay 250 pounds for the band ? I have a list of troubling disappointments about this place. Suffice to say. The room, the spa, the place, the music choice, the service don't make muster. Don't go until they upgrade their experience.

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