Western House Hotel

Recent Reviews: 1287

• User:lanzaholic

  Trip type: Couples

  very nice hotel

  01 Jun 2026

  we stayed here in an accessible room with our small dog. We were very impressed with the size of the room. The staff at the time were very polite and helpful. Arriving at the hotel by car, it looked at first that my husband would not be able to enter the hotel as we had parked in the car park and there were steps to the hotel entrance and he is in a wheelchair. I asked at reception what i could do and he pointed out that there is a driveway that i missed and then was able to drop my husband at the door. There are 2 allocated disabled parking spaces. We both found the hotel ideal for us. I was able to take our dog for a few nice walks in the area. The only complaint i have is that the bed seemed quite high

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• User:viviennegillespie

  Trip type: Couples

  Sunday snooze

  31 May 2026

  A superb experience with very professional efficient staff from reception to waiting on staff. A huge Thankyou to the chef for catering for my husband who is garlic intolerant you made eating out an incredible experience so thank you once again. Another mention to Emma as if it hadn’t been for her professional approach we wouldn’t have come so Thankyou Emma. All in all we will be back sooner rather then later can’t wait

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• User:Jean D

  Trip type: Couples

  Sunday Snooze overnight stay

  24 May 2026

  Enjoyed an overnight stay at the Western House Hotel, having booked the 'Sunday Snooze' offer. Great value for money at a great hotel. Staff were very friendly and welcoming and the rooms were spotless - we stayed in a courtyard room. We were very impressed by the selection and quality of food on the sunday roast menu. Have no hesitation recommending this hotel.

• User:FrankMac81

  Trip type: Friends getaway

  I highly recommend if you fancy a roast dinner

  13 May 2026

  Told my friend I fancied a got old proper roast dinner and I wasn’t disappointed.i had the Cullen Skink which was delicious.I also had the roast chicken also very delicious well presented the roast potatoes and cauliflower cheese where amazing.so we both decided it was so good well presented and friendly staff have made a deal to go once a month.

• User:Deegirl7x

  Trip type: Couples

  Unsafe, Overpriced & the WORST management I’ve ever experienced. PLEASE read this review.

  08 May 2026

  If you’re after a “4-star experience” where one of you ends up on the floor and the other risks getting injured by the room itself, then go ahead and book Western House Hotel in Ayr - just don’t expect anything close to a real 4-star standard.We paid £312.05 for two nights — room only, no breakfast — and walked into a room that had an overpowering smell of bleach, as if a strong chemical smell could somehow disguise how tired and run-down everything actually is. The entire place felt stuck in the past. The room itself was tiny, dated, and nowhere near worth the price. At best, this place feels like a 2/3-star hotel clinging onto a rating it might have earned decades ago.Then came the bed — completely lopsided to the point you physically couldn’t lie on it without rolling off. It wasn’t just uncomfortable, it was unusable. And as if that wasn’t bad enough, the soap dispenser then ripped out of the wall and landed on my boyfriend’s foot, exposing sharp nails. We also noticed the hairdryer’s PAT testing label was out of date, which only added to the concern that basic safety checks and maintenance were being neglected. That’s not wear and tear, that’s outright dangerous.We reported it immediately. The staff member who came up agreed it was unacceptable — and then “resolved” it by dragging out a spare mattress and putting it on the floor. So instead of fixing the issue, we were left with one broken bed and one person sleeping on the ground. That’s their version of a solution.We were told to sort a refund in the morning. Unsurprisingly, by then there were no notes, no record, nothing. We had to explain everything all over again. Another staff member was sent out to look at our room, agreed it was a problem, and asked what we wanted — as if that hadn’t already been made obvious.The only person who showed any competence was Caroline, who actually tried to help and seemed to genuinely care. She was really kind and professional throughout. She had to go back and forth with the general manager, Zac, just to get any response. His initial offer — £50 — was frankly insulting given the state of the room and the safety issues. After pushing, we spoke to him directly at 10am, showed photos, and requested a one-night refund. He agreed.Caroline then stepped in again and moved us to another room for the second night — the only reason this review isn’t even worse. Interestingly, the second room was literally twice the size of the first one, which only highlighted how unacceptable our original room was for the amount we paid.Checkout was the same farce all over again. No record of the agreed refund. No communication. We left our phone number and details of our stay and were told the manager would call at 2pm — he didn’t. We chased again at 4pm, still nothing (and the person on the front desk knew nothing about us leaving our details), and the General Manager had already left. Another empty promise of a call the next day.To make matters worse, before we even received confirmation of the refund, they randomly charged us an extra £11 without any explanation or communication. We had absolutely no idea what it was for. We spent two more days phoning the hotel trying to get answers, and every time there was another excuse. The manager repeatedly avoided speaking to us directly.By Tuesday, we were so fed up that we both emailed Zac ourselves — and again, no response.Finally, on Wednesday, a lady phoned me to say I would be getting £161 refunded. She said she would call me again once the money was in my account. Once again, no phone call ever came. We had to chase yet again, and still nobody could give us a proper update. I eventually discovered the refund had finally arrived on Friday 8th May only because I checked my bank account myself.At no point did anyone follow through on what they promised. The communication from management was shocking from start to finish.At this point, it’s not just poor service — it’s a failure to meet basic obligations under the Consumer Rights Act 2015. Accommodation should be safe, of satisfactory quality, and as described. A bed you can’t lie on without rolling off, unsafe fixtures falling off the wall, and being forced to sleep on the floor don’t come close.This isn’t a 4-star hotel in any meaningful sense. It’s outdated, poorly maintained, smells overpoweringly of chemicals, and runs on empty promises instead of actual service.My family and friends will never, ever stay here. We are genuinely easy-going people who are always happy to praise good service and tip staff when places deserve it. But this was, without question, the worst management experience we’ve ever had.This place seriously needs new management.I would never stay here again and will not recommend it to anyone.

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