Lochside House Hotel & Spa

Absolutely Beautiful serene place to be with colleagues who are also good friends we all had a fantastic time away before we all work over the festive period! ( We all work in a Care Home) we decided on a lodge this year, and it’ was bliss! Loved every minute l! Definitely coming back next year!

Location beautiful. Lovely restaurant with beautiful surroundings. Food very good with excellent service. Ample parking and lodges available to rent. Golf course next to hotel. Easy to find as just off main road. Spa facility and hot tubs onsite. Ample stocked bar.

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.