SCHLOSS Roxburghe Hotel & Golf Course, Teviot Suite

⭐️⭐️ 3/5 — Beautiful place, but disappointing service and poor communication I’ll start with the bad and end with the good. I was really disappointed before even arriving. I tried to contact the hotel a week in advance to make a restaurant reservation, calling over five times and leaving two voicemails, but never received a reply. I eventually got a response by email, but couldn’t get the time I wanted — we were given a 6pm slot even though I explained it was a birthday surprise for my boyfriend. When we arrived, we were handed a map to find our cottage, but no one offered to help with our luggage or show us the way. In fact, the receptionist saw us walking the wrong direction and didn’t even say anything. After getting lost for a while, we finally found our cottage — and only then realized you can actually drive there, which nobody had mentioned. Things didn’t improve when we went to the spa. We were told it was full and that we’d need to call every hour to check for availability. I asked why a “spa hotel” would sell rooms where guests can’t use the spa, and whether we could go the next day instead — again, the answer was no. After a frustrating discussion, the receptionist finally allowed us to enter but said normally we’d have to pay £65 per person because we were staying in a cottage. Nowhere during booking was this explained, so beware if you book one. (Apparently, staying in a cottage that costs about £20 less per night can make you pay £130 extra for the spa.) Once inside, we noticed the spa wasn’t busy at all, which made the situation feel even worse — almost like we were treated differently because we weren’t staying in the main hotel. We also tried to move our dinner reservation to a later time and were told it was impossible, as people book months ahead. However, once we said we’d cancel, they suddenly found us a 9pm slot — exactly what we’d asked for from the start. We appreciated the change, but the whole process was unnecessarily stressful. At the restaurant, the food was delicious overall — except for the fact that we found a rope thread in our £86 Chateaubriand steak. When my partner asked to speak with the manager, he apologised and asked us if we want a bottle of something “as compensation,” which felt dismissive rather than sincere. The issue could have been handled with more professionalism. Service in the restaurant was also inconsistent: nobody offered us water, the table wasn’t cleared before the dessert surprise, and the “birthday dessert” was simply brought out by one server — nothing special, especially for a 5-star experience. On the positive side, the grounds are stunning, the food (apart from the steak issue) was excellent, and breakfast the next morning was lovely. The spa facilities were clean and relaxing, though smaller than expected — and no steam room. Overall, it’s a beautiful location with great potential, but the customer service and organization fell far short of what you’d expect from a 5-star resort. Unfortunately, I left feeling more stressed than relaxed.

Do not go here if you have dietary requirements. Me and my boyfriend stayed for her birthday night. The hotel was beautiful and spa was exceptional. The restaurant really let the stay down. The supervisor/ manager was very uneducated in allergies despite calling in advance. This was to the point he was pretty rude. Long wait time for drinks service wasn’t great atall. Staff were lovely, the manager / supervisor who served us wasn’t so lovely and very worrying at the lack of knowledge on allergies or requirements. We are very used to having issues with my partners allergies however to feel like an inconvenience and to have absolutely no knowledge on this or even really seem like you care was a massive let down really spoiled the whole stay. I would have came back and stayed at the hotel however i emailed in a complaint over a month ago and got no response clearly the hotel don’t care about customer journey or allergies.