Smiths at Gretna Green Hotel

After a hospital stay we decided to treat ourselves to celebrate a birthday and an anniversary. We booked a 3pm check-in.
Arriving at about 1510 we were told our room wasn't ready and we should of requested a morning check-in !?
The staff were indifferent if not rude, telling us we'd have to wait in the bar, and before we even asked there was no manager on site. I suggested a complimentary pot of tea would be greatfully received - this was laughed at.
Almost an hour later I asked if the room was likely to be ready any time soon, the receptionist shrugged and said she didn't know. I requested a refund and to speak to a manager - once again I was told there was no managers on site!
A few more minutes passed before another member of staff told us we could have use of a cottage across in the shopping village and she would arrange some complimentary food and drinks as an apology.
The complimentary items were never seen, and after having to leave early evening we were told a manager would be in touch via phone or email.
This hasn't happened.

I’m really annoyed that I’m having to write this as I’m never one to complain but this is what it’s come to.

We got married here in June, the wedding and everyone involved was absolutely fantastic and I can’t fault them at all but it’s a different story for the hotel.

The plan for the wedding as we only had a few guests was for us to front the money for everyone’s rooms. In the build up I had rang up several times to confirm the total prices and upon making final payment and was assured everything was paid for. However, upon arrival we were given a bill for £600+ for the guests rooms which as you can imagine came as a shock as we’d been assured multiple times over various phone calls that ALL balances were at zero and fully paid. The staff were barely sympathetic and when we requested to speak to the manager, we were met with the what feels like the villain of our special day. She was condescending and not in the slightest bit willing to help us in any way, instead just giving my wife-to-be a “don’t let it ruin your big day” as she bawled her eyes out.

To make matters worse, the cottages we stayed in had issues. One had a wasps nest in the walls, you could see them all going in and out of the roof at the front door and the one me, my wife and dog was staying in had a leaking AC unit dripping down right next to electrical sockets. We got the assistant manager to have a look and he offered us a partial refund or to change our room to a suite which we opted not to take as the dog couldn’t come in the hotel with us so we figured we’d take the small win of getting even a little cash back after they screwed us out of so much.

From then it’s been a back and forth of emails with the manager who still refuses to help beyond the offer of a free nights stay (why would we want to go back there) and has completely gone against what the assistant manager said and won’t offer any sort of refund and even over email she comes across as rude.

It’s such a shame that after how lovely the wedding was, the memory will be tainted by how unpleasant the experience with the hotel was.

My wife and I would have loved to sort this in private over email, but as she’s the one that’s been dealing with the manager over email, she now feels bullied and backed into a corner after waiting 8 days for the latest response and being completely shut down. At least with this we can have a final word in speaking our truth of a terrible experience.

Disappointed is an understatement. I often attend paty events as well as afternoon teas at Smiths.

Had a voucher given for Xmas which has expired. I just totally forgot about the voucher, life gets busy at times. Having a 3 month exp date is way too short for use as a voucher.

Emailed twice and never get a response so had to phone.

Wanted to highlight to ensure other people dont miss out.

Fantastic staff and the meals are amazing!
Room very tired looking and needed updating.

Our daughter and son in-law were getting married at the Blacksmith's Shop, so we stayed here for 2 nights.
The rooms on the first floor were standard, the sort of rooms you find in a Premier Inn.
We didn't see the rooms on the second floor.
The rooms on the third (top) floor weren't so much rooms as suites! Ideal for bridal suites for newlyweds.
There were disabled parking bays, and everything was accessible, with no steps. All bedrooms were reached via a lift.
Good breakfasts available - fruit, cereals, continental breakfasts and cooked breakfasts. Vegetarian breakfasts were available on request.

Not great. The overall service and staff are great, but the room was not. The bunk beds are incredibly creaky to the point of keeping the whole room awake. Air conditioning doesn't cool the room down. There was even an old peice of gum on the bunk beds! Disgusting.

GRETNA HALL HOTEL & BENSMOOR COTTAGES are a must if attending a wedding... Food and staff amazing... Rooms great value ..

Reason not a 5 star, no fridge in rooms.
Reception staff 5
However last night at 12.30am man on bar should not have been working alone. Struggling with the till and after 15 minutes of working out how to use the till, and me having to ask a passing female member of staff how to add a ginger ale. To then be told we had yo register at reception to purchase a drink, as after 11pm. We vould not pay with card on cash all drinks had to be paid to room. This was not told to us unchecked in or at any time throughout the stay. My husband was so fed up at this point and drinks hadn't even been pulled we went to bed.

Beautiful hotel. Must have been going through some changes as they had 3 menues on their site when we booked and only 1 when we got there which was disappointing and would have probably not booked the food allocation option if we had known.

Food was delicious but not much option.

Staff very friendly and helpful

Room was beautiful was just missing the gowns and slippers from out package but they dont offer that package now.

Would 100% recommend and will be going back

Right next to our wedding venue with great staff and food. They catered to our every need on our wedding day. I couldn't thank you enough.

Lovely hotel in a great location. Food was great, especially the breakfast. Room was great.

Stayed here last night with my husband and 2 children, room was perfect and very clean. Hotel and staff wonderful. Breakfast was delicious and great spread. I left my watch in the room and called the hotel to get it back, was so grateful. Lovely stay would definitely book again.

Modern hotel with all the usual facilities. Spacious rooms, clean and well appointed.
Excellent organisation for the family wedding we were attending.
Meals were good, but the drinks were very expensive.

Came here for a wedding & was pleasantly surprised by the quality of the food.

The air-con was very much appreciated in the current heatwave.

The staff were all very friendly & extremely helpful.

We have visited three times whilst working in the area. We have stayed in the separate one bedroom cottage rooms, a room on the first floor and also on the second floor.

Clean, friendly staff and decent parking. Would recommend rooms at the front of the hotel, rather than the back due to noise of the motorway. The separate one bedroom cottages are Ideal for those getting wed or attending a wedding in the area as you have lots of space to get ready and have some drinks beforehand with your friends/ guests. Also literally across from the Smithy.