Exterior
Check availability

Reviews of SCHLOSS Roxburghe, part of Destination by Hyatt

5 out of 5
SCHLOSS Roxburghe, part of Destination by Hyatt
Heiton, Kelso, Scotland

Reviews

9.2

Wonderful

Rating 10 - Excellent. 61 out of 78 reviews" "
Rating 8 - Good. 10 out of 78 reviews" "
Rating 6 - Okay. 2 out of 78 reviews" "
Rating 4 - Poor. 2 out of 78 reviews" "
Rating 2 - Terrible. 3 out of 78 reviews" "

9.8/10

Cleanliness

9.0/10

Staff & service

9.2/10

Amenities

9.6/10

Property conditions & facilities

9.0/10

Eco-friendliness

Reviews

10/10 Excellent

karan

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Absolutely stunning hotel, in a fabulous setting with wonderful staff and a wonderful spa, This was my first stay at this hotel. We will definitely be coming back .
Stayed 3 nights in May 2024
Response from Bruno, General Manager. on 14 May 2024
Dear Karan,Thank you for taking the time to share your feedback from your recent visit to SCHLOSS Roxburghe.We are absolutely thrilled to hear you had such a wonderful stay with us!We can't wait to welcome you back soon.

10/10 Excellent

Martin, Glasgow

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Fantastic stay at this brilliant hotel. Excellent service from start to end of stay. The spa facilities and relaxation room were the stand out for us. Also enjoyed the whisky library with knowledgeable and engaging staff. Highly recommend.
Stayed 3 nights in Mar 2024
Response from Bruno, General Manager. on 13 May 2024
Dear Martin,Thank you for taking the time to share your feedback from your recent visit to SCHLOSS Roxburghe.We are thrilled you had such a fantastic stay with us from start to finish!We look forward to welcoming you back very soon.

8/10 Good

Madelaine

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2024
Response from Bruno, General Manager. on 2 May 2024
Thank you for taking the time to share such a fantastic rating from your recent visit to SCHLOSS Roxburghe - we are thrilled you enjoyed your stay and we look forward to welcoming you back very soon!

10/10 Excellent

Scott

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Apr 2024
Response from Bruno, General Manager. on 2 May 2024
Thank you for taking the time to share such a fantastic rating from your recent visit to SCHLOSS Roxburghe - we are thrilled you enjoyed your stay and we look forward to welcoming you back very soon!

10/10 Excellent

Paul

Travelled with partner
Excellent hotel. Will definitely return.
Stayed 3 nights in Apr 2024
Response from Bruno, General Manager. on 2 May 2024
Thank you for taking the time to share such a fantastic rating from your recent visit to SCHLOSS Roxburghe - we are thrilled you enjoyed your stay and we look forward to welcoming you back very soon!

8/10 Good

Rachael

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
The building, grounds and reception including reception staff were all excellent. The outdoor pool was cold on our first day. The spa treatments were disappointing. The staff were inexperienced and the treatments cut short. On the 2nd day although we arrived before 11, the staff were reluctant to let us use the facilities. The lockers are an inadequacy size and there are no private changing rooms. The changing facilities are very small and if more than 4 people using them at the same time there is no room. The double bed was comfortable but the other single beds were not. The breakfast was very good but the dinner less so. We asked waiter if the lemon sole would be de-boned. He advised only small bones but no attempt had been made to remove any bones - didn't enjoy Just a few little tweaks would make ut a 5 star stay.
Stayed 1 night in Mar 2024
Response from Bruno, General Manager. on 19 Mar 2024
Dear Rachael,Thank you for taking the time to share your feedback from your recent visit to SCHLOSS Roxburghe.It is disappointing to hear about the shortfalls you experienced during your stay and it is unfortunate that we were not made aware of your feedback before departure, so that we had the opportunity to rectify things for you. Your feedback has been duly noted and passed on to the relevant departments to investigate further.We hope to welcome you back to SCHLOSS Roxburghe in the future.

10/10 Excellent

Barry

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Amazing Hotel & Experience
Stayed 1 night in Feb 2024
Response from Bruno, General Manager. on 13 Feb 2024
Thank you for taking the time to share your feedback from your recent visit to SCHLOSS Roxburghe - we are thrilled you had such a lovely stay with us and we can't wait to welcome you back soon!

10/10 Excellent

Hannah

Stayed 1 night in Feb 2024
Response from Bruno, General Manager. on 13 Feb 2024
Thank you for taking the time to share your feedback from your recent visit to SCHLOSS Roxburghe - we are thrilled you had such a lovely stay with us and we can't wait to welcome you back soon!

4/10 Poor

Neil

Stayed 1 night in Feb 2024
Response from Bruno, General Manager. on 13 Feb 2024
Dear Neil,Thank you for taking the time to share your feedback from your recent visit to SCHLOSS Roxburghe.It is disappointing to see you have given us such a low rating. I invite you to contact me directly to understand what went wrong on this occasion.

10/10 Excellent

Steven

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Schloss Roxburghe
Two night stay and we are so relaxed, staff were professional and polite, the hotel was clean and our room was lovely.
Stayed 2 nights in Jan 2024
Response from Bruno, General Manager. on 29 Jan 2024
Dear Steven,Thank you for taking the time to share your feedback from your recent visit to SCHLOSS Roxburghe.We are delighted you had such a lovely stay with us and we can't wait to welcome you back soon!

10/10 Excellent

Victoria

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Perfect relaxing stay
Perfect relaxing stay, wonderful staff and beautiful property and offerings.
Stayed 1 night in Jan 2024
Response from Bruno, General Manager. on 9 Jan 2024
Thank you for taking the time to share such wonderful feedback from your recent visit to SCHLOSS Roxburghe! We are thrilled you had such a lovely stay with us and we can't wait to welcome you back very soon.

10/10 Excellent

Jennifer

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from Bruno, General Manager. on 9 Jan 2024
Thank you for taking the time to share such wonderful feedback from your recent visit to SCHLOSS Roxburghe! We are thrilled you had such a lovely stay with us and we can't wait to welcome you back very soon.

10/10 Excellent

Gail

Stayed 1 night in Dec 2023
Response from Bruno, General Manager. on 18 Dec 2023
Thank you for taking the time to share such a fantastic rating from your recent stay with us! We are truly thrilled you had such a lovely time and we can't wait to welcome you back very soon.

10/10 Excellent

lynsey

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful property and excellent Spa, we had a lovely couple of days in a room in the old part of the hotel, the staff cannot do enough for you and I cannot fault the service. The room was lovely and clean, warm and tastefully decorated. The food was excellent quality and well presented and the breakfast and dinners we had were lovely.
Stayed 2 nights in Dec 2023
Response from Bruno, General Manager. on 6 Dec 2023
Thank you for taking the time to share such a fantastic rating along with your lovely review. We are truly delighted you had such a wonderful stay with us making use of our luxury spa facilities and enjoying our extensive cuisine selection! We can't wait to welcome you back very soon.

10/10 Excellent

Lee

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Nov 2023
Response from Bruno, General Manager. on 6 Dec 2023
Thank you for taking the time to share such a fantastic rating from your recent stay at SCHLOSS Roxburghe! We are thrilled you had such a wonderful stay with us and we look forward to welcoming you back in the future.

10/10 Excellent

Gemma

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Amazing stay
Beautiful hotel refurbished to a very high standard. Spa is best Iv been too at a hotel. Will be back again for sure!
Stayed 1 night in Oct 2023
Response from Bruno, General Manager. on 24 Oct 2023
Dear Gemma,Thank you for taking the time to share your feedback from your recent visit to SCHLOSS Roxburghe.I am truly thrilled that you had such a magical stay with us and your feedback regarding our spa is fantastic!We can't wait to welcome you back soon.

10/10 Excellent

Neil

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2023
Response from Bruno, General Manager. on 11 Oct 2023
Thank you for taking the time to share such a fantastic rating! We are truly delighted that you had such a lovely stay with us and we can't wait to welcome you back soon.

10/10 Excellent

Joanne

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very friendly staff. We were made to feel welcome as soon as we arrived despite being early. Swimming pool and sauna were both outside so bravery required on a cold day.
Stayed 1 night in Sep 2023
Response from Bruno, General Manager. on 25 Sept 2023
Dear Joanne,Thank you so much for taking the time to share your feedback from your recent visit to SCHLOSS Roxburghe.I am truly thrilled that you had such a lovely stay with us and that our friendly team looked after you so well.We can't wait to welcome you back soon!

2/10 Terrible

Verified traveller

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
AVOID THIS HOTEL!
Where to begin… over £500 spent for one night to receive terrible service and food. There are many better hotels at this price point so avoid this one I don’t normally write public negative reviews but the response I received from the hotel was so poor I am making an exception with this one. - Booked the hotel for a 5th anniversary and emailed a couple of days prior to arriving to share that it was a special occasion. Didn’t expect much but this was not even acknowledged by anyone at the hotel - Terrible evening meal experience. Firstly, we ordered a bottle of Prosecco and when this arrived this was not the £34 bottle of Prosecco we had ordered but a bottle of Canti Prosecco which is sold in supermarkets for £6 / £7. Despite this we were still charged the £34. We ordered the beef and lamb from the menu. When this arrived the lamb was largely fat and very little edible meat. When we returned the lamb, we were told the chef had confirmed that all the lamb would be the same so to order something else. This meant that we ended up eating separately as I had finished my meal by the replacement meal arrived. The breakfast was also poor with hot buffet items not being available for the full time we were seated. We were also passive aggressively discouraged on arrival from ordering from the kitchen due to long waiting times. All in all, a very poor experience. Save your money and choose a different hotel which will value your custom
Stayed 1 night in Sep 2023
Response from Bruno, General Manager. on 6 Sept 2023
Dear Jonathan,Thank you for taking the time to share your feedback from your recent visit to SCHLOSS Roxburghe.It is disappointing to hear that your visit did not meet the high standards we set ourselves. I am aware that our Front of House Manager has already reached out to you via email and should you wish to discuss this further, he would be happy to assist you with this matter privately.

10/10 Excellent

Euan

Stayed 1 night in Jul 2023
Response from Bruno, General Manager. on 31 Jul 2023
Thank you for taking the share your feedback from your recent visit to SCHLOSS Roxburghe - I am delighted that you enjoyed your time here and we look forward to welcoming you back soon.

10/10 Excellent

Gillian

Stayed 1 night in Jul 2023
Response from Bruno, General Manager. on 24 Jul 2023
Dear Gillian,Thank you for taking the time to leave such a fantastic rating from your recent visit to SCHLOSS Roxburghe! We look forward to welcoming you back soon.

8/10 Good

Elaine

Stayed 2 nights in Jul 2023
Response from Bruno, General Manager. on 24 Jul 2023
Dear Elaine,Thank you for taking the time to leave such a great rating from your recent visit to SCHLOSS Roxburghe! We look forward to welcoming you back soon.

8/10 Good

Dru

Travelled with family
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
The check-in to the resort was definitely the biggest issue. Our family of 4 arrived and the greeting we got as a minority family was clearly very different from the families that were not minorities. They were greeted very pleasantly and offered drinks and comfortable seating while they wait for their room details. My family with my 2 younger sons on the other hand was told to wait on the side, nothing being offered to us while we wait. We clearly saw the difference in how we were greeted and welcomed as we waited on the side, while the other families checked in. We obviously were very upset by this clear display of discriminatory behavior and complained to the manager- who just tried to rationalized what had just happened. We then got what seemed like a forced apology and 'free' drink a the bar. The rest of the stay was fine, other staffs were pleasant enough. The hotel and the grounds themselves are very beautiful, we tried not to let the start of the trip ruin the entire stay.
Stayed 2 nights in Jul 2023
Response from Bruno, General Manager. on 17 Jul 2023
Dear Dru,Thank you for taking the time to leave your feedback from your recent visit to SCHLOSS Roxburghe.I truly apologize about the experience you had whilst you were here. I am aware our Front of House Manager spoke with you during your stay and I do hope we had the chance to turn things around for you. This is definitely not the standard we aim for and we should make every guest feel welcome and special upon arrival and throughout their stay. I do hope we get the opportunity to welcome you back in the future to put things right.

10/10 Excellent

Shah

Stayed 1 night in Jul 2023
Response from Bruno, General Manager. on 17 Jul 2023
Thank you for taking the time to leave such a fantastic rating!We look forward to welcoming you back soon.

8/10 Good

Gordon

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jul 2023
Response from Bruno, General Manager. on 10 Jul 2023
Thank you for taking the time to leave such a great rating. We hope to welcome you back soon!

6/10 Okay

Greig

Travelled with family
Liked: Cleanliness, room comfort
Disliked: Staff & service
Well below par
Lovely setting but not there’s not much evidence of the pampering you’d expect from a top hotel. Average greet and meet on arrival, small room, no extra touches in the spa, no wine glasses in the bar, had to explain to the bar staff how to pour one drink and had to wait over an hour for our food to arrive at night. Breakfast wasn’t much better with some of the food not fully cooked. So all in all a disappointing stay. Going to ask for a refund.
Stayed 1 night in Jul 2023
Response from Bruno, General Manager. on 6 Jul 2023
Dear Grieg,Thank you for taking the time to leave your feedback from your recent visit to SCHLOSS Roxburghe. It is disappointing to hear about the short falls you experienced during your stay and I do wish that this was addressed at the time so that we had the opportunity to put this right for you. We hope to welcome you back to SCHLOSS Roxburghe in the future to experience our wonderful hotel at it's full potential.

10/10 Excellent

Christopher

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jul 2023
Response from Bruno, General Manager. on 6 Jul 2023
Thank you for taking the time to leave such a fantastic rating! We look forward to welcoming you back soon.

10/10 Excellent

Sharon

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
The hotel was very clean and quiet. The food was a little on the pricey side but good quality. As the menu was the same both nights a daily special would possibly have given a little variety. The spa was lovely however an option for a steam room would have been an added bonus. The staff were the most friendliest and helpful of any hotel I have stayed in. We had a very enjoyable stay.
Stayed 2 nights in Jun 2023
Response from Bruno, General Manager. on 3 Jul 2023
Thank you for taking the time to leave your feedback from your recent visit to SCHLOSS Roxburghe. Your feedback has been duly noted and passed on to the relevant departments. We look forward to welcoming you back soon.

10/10 Excellent

Lauren

Stayed 1 night in Jun 2023
Response from Bruno, General Manager. on 3 Jul 2023
Thank you for taking the time to leave such a fantastic rating! We look forward to welcoming you back soon.

2/10 Terrible

Ken

Liked: Property conditions & facilities, room comfort
Disliked: Cleanliness, staff & service
Not good - SCHLOSS Roxburghe Hotel
Paid £585 per night bed and breakfast in the SCHLOSS Roxburghe Hotel for two rooms. Don’t book room 11 ( see picture below ) We ate in main restaurant food very disappointing venison very tough both of us left most of it. As stated price included breakfast Went in for breakfast at 07-30 Couldn’t get a coffee No bowels for cereal , cling film over cereal bowls and no spoons to serve your self Staff doing nothing Went back for a coffee and told to wait as they were making numerous coffees in plastic takeaway cups Gave up and left without having breakfast Would not stay in this hotel again The service , room and general indifference of staff not what you expect of this five star hotel
View from £290 a night room Crazy
Stayed 1 night in Jun 2023
Response from Dominique on 12 Jun 2023
Dear Ken, Thank you for providing us with feedback from your recent stay. I am pleased that we have had the opportunity to speak on the phone since your visit and discuss in detail the shortfalls that you experienced. We are very much looking forward to your return visit in the future so we can show you what the real SCHLOSS Roxburghe experience should be like.With warm wishes from the SCHLOSS Roxburghe Team.

10/10 Excellent

Colin

Liked: Cleanliness, staff & service, property conditions & facilities
Staff were very professional. Lovely place to stay..
Stayed 2 nights in May 2023
Response from Bruno, General Manager. on 31 May 2023
Thank you so much for taking the time to leave such a fantastic rating! I am truly thrilled that you enjoyed your stay with us and we can't wait to welcome you back soon!

10/10 Excellent

Kiran

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in May 2023
Response from Bruno, General Manager. on 31 May 2023
Thank you so much for taking the time to leave such a fantastic rating! I am truly thrilled that you enjoyed your stay with us and we can't wait to welcome you back soon!

10/10 Excellent

Neil

Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Gorgeous property & facilities. Attentive & generally friendly staff. We had an issue with a waiter but the manager intervened to soothe our discontent. We should have planned a longer stay.
Stayed 1 night in May 2023
Response from Bruno, General Manager. on 16 May 2023
Thank you so much for taking the time to leave your feedback from your recent visit to SCHLOSS Roxburghe! I am truly thrilled to hear you enjoyed your stay with us and we can't wait to welcome you back for another relaxing break!

4/10 Poor

malcolm

Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
Stayed 1 night in Apr 2023
Response from Bruno, General Manager. on 22 May 2023
Dear Malcolm,It is disappointing to see your poor rating from your recent visit to SCHLOSS Roxburghe. I would be interested in finding out a little more to see where it is exactly we can improve for future guests. I therefore, invite you to contact me directly.

10/10 Excellent

Brian

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Feb 2023

10/10 Excellent

M

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Fabulous hotel and Spa. Attentive polite staff very professional. Can't wait to return
Stayed 2 nights in Jan 2023
Response from Bruno, General Manager. on 31 Jan 2023
Thank you so much for taking the time to leave your feedback from your recent visit to SCHLOSS Roxburghe. It is lovely to hear that you enjoyed your time with us and we can't wait to welcome you back!

10/10 Excellent

Tommy

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Nov 2022

10/10 Excellent

Steven

Stayed 1 night in Oct 2022
Response from Bruno, General Manager. on 31 Oct 2022
Dear Steven,Thank you for taking the time to leave such a fantastic review!I am thrilled to hear that you enjoyed your time here at SCHLOSS Roxburghe Hotel & Golf Course.

10/10 Excellent

Pieter, Chesapeake

Travelled with partner
Liked: Staff & service, amenities, property conditions & facilities
First class facility to relax in beautiful environment with many options to visit beautiful historic towns
Stayed 4 nights in Sep 2022
Response from Bruno, General Manager. on 7 Oct 2022
Dear Pieter,Thank you for your wonderful feedback.It is so great to hear you enjoyed your stay here at SCHLOSS Roxburghe!We can't wait to welcome you back in the future.

2/10 Terrible

V

Stayed 1 night in Sep 2022
Response from Bruno, General Manager. on 5 Sept 2022
Dear Ms Ducrot,Thank you for taking the time to leave your feedback. I am, however, disappointed to read your review as you spoke with our Front Office Manager upon check out and only gave us good reviews. Therefore, I invite you to contact me directly to discuss this matter further.

10/10 Excellent

Colin

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in May 2022

10/10 Excellent

val

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
We'll done
Impeccable service. Fantastic room in excellent condition. Huge shower. Superb food. Best of all, the staff are the best hotel team I have ever had the delight of meeting
Stayed 1 night in Mar 2022
Response from Bruno on 19 Apr 2022
Thank you for your wonderful feedback and for taking the time to leave a review. I am so pleased to hear that our hard working and passionate staff made you feel special during your stay. We hope to welcome you back to SCHLOSS Roxburghe in the future! Best Wishes, Bruno De Schuyter, General Manager

10/10 Excellent

Julian

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2021

10/10 Excellent

Oliver

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2021

10/10 Excellent

Quentin

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Top luxury hotel set in parkland
Excellent stay. Superb restaurant. Rooms and hotel were clean and smart. A large extensions is under construction on the side of the hotel, due for completion now in 2023 so be aware of that. Highly recommended.
Stayed 1 night in Oct 2021
Response from Dominique on 25 Oct 2021
Thank you for your wonderful review, we are thrilled that you enjoyed your overall experience with us! We look forward to welcoming you back to SCHLOSS Roxburghe soon! Kind regards, Dominique Beer, Hotel Manager

10/10 Excellent

DAVID CRAWFORD

Liked: Staff & service, amenities, property conditions & facilities
Stayed 2 nights in Oct 2021

10/10 Excellent

Brian

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
magic
Beautiful hotel, gorgeous location, excellent service from all the staff. This was the 2nd time we have stayed this year and plan to go back again in the future
Stayed 1 night in Sep 2021

10/10 Excellent

Chris

Liked: Cleanliness, staff & service, property conditions & facilities
Enjoy it whilst you can
Lovely hotel and very friendly and helpful staff. Very well updated interiors. Good food and great surroundings. Just the bed rather hard for my taste. Hotel building a huge extension but the builders weren’t on site. The private country retreat feel of the place will be lost once the extension is completed, and the new village of garden accommodation. Great for local businesses I guess but will loose it’s peace and tranquility, and probably feel more Corporate. Such a shame.
Stayed 2 nights in Aug 2021

10/10 Excellent

Verified traveller

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful hotel real luxury very peaceful and relaxing,fantastic service,amazing king size bed .will definitely be returning
Stayed 1 night in Jul 2021

8/10 Good

Gary

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very Nice Place but few small spoilers
Last minute break & this hotel looked great. Fabulous looking place, nice restaurant & bar, food excellent & staff very friendly. A couple of things let our two day stay down. The service was a little to laid back & we always seemed to be waiting to be served, shame as food was excellent. In our suite there was no air conditioning & the room was very hot, the sash windows would not stay open & we had to prop them open with wine & water bottles & one of the three windows was swollen & would not open. Asked a member of staff if there was a safer way to keep them open as they were very heavy & it was not really a safe way to do it. She said she would get maintenance to come to us but nobody came. It all just feels short of the 5 star hotel service we are used too
Stayed 2 nights in Jul 2021