Peebles Hydro Hotel

The majority of the staff, especially Colin in the Restaurant, A summary of our stay as follows: Reception areas and outside of hotel: All areas were kept clean and tidy and bins emptied regularly. Parking was very limited, even at 3pm on a Monday there were no bays at the entrance. Only 4 disabled bays which had hashed lines on one side only restricting the space available to unload passengers and mobility equipment. Guests ignored no parking signs and parked in drop off only zones which weren’t monitored and meant other guests in legitimate parking bays then struggled to exit these bays. Wet room: Only 1 handrail at loo (drop down on right side) Only 1 side rail at shower (left side) Heated towel rail didn’t work throughout 3 night stay (reported after first night, offered portable heater which never appeared) Shower drain ineffective leaving an inch of water like a paddling pool after every shower Bedroom: Lovely views and seating area Ceiling light was centred over the bed so unable to sit and read at the seating area in the evenings, also difficult to see items in the large storage wardrobes, would benefit from a floor lamp in this area. Lovely, heavy floor length curtains at the window but they covered the only radiator which was needed in the cold Autumn evenings, would benefit from thermal blinds or shorter curved curtains which don’t block the radiator. Television was securely attached to the wall so could only be viewed from the bed. Restaurant: Delicious meals and prompt service from well presented, helpful staff. General ambience impeded by the casual/informal behaviour of 3/4 of the other diners: Many guests were talking on their mobile phones as they entered the restaurant and continued to use them throughout their meal.Others had phones propped in front of them or their children throughout their meals. Many guests were very casually dressed, eg: shorts with bare legs and flip flops, torn jeans and muddy hiking boots, t shirts and jogging trousers. Leisure Area: Swimming pool was well set out with separate swimming lanes and family fun area, helpful,friendly staff and small viewing area.Ample supply of lockers and showers and individual changing cubicles, plentiful towels and useful swimming costume spinner.

We visited during the Covid restrictions (Tier 2). We were happy with our accessible room which had a lovely view. With a mostly empty hotel, it seemed strange that the other room we needed was no nearer. Staff very helpful when we needed them. Normally the hotel would be much busier. Lots of hanging-out space which is really nice.

Having read mixed reviews prior to our visit to Peebles Hydro, we were slightly concerned as to what to expect. When I made the reservation at the end of January, I stipulated that I needed an accessible room. (I use a wheelchair and am unable to step into a bath) When the confirmation came through, there was no mention of an accessible room so I phoned up, only to be told that the room allocated (4118), was indeed an accessible room. On checking in last Wednesday, the reception was busy with other also checking in. A good sign, I thought. When it was our turn I gave our confirmation to the receptionist and mentioned the accessible room, she told me that we were now not getting the room on the confirmation as they had a number of disabled guests staying and someone else’s needs were greater. As she had not met me before, I do not know how she (or whoever) could reach this conclusion. Resigning ourselves to this room, I went to put the television on, only to find the remote control missing. With a call to reception, I was told that one would be sent down. 40 minutes later, with no remote in sight my wife went up to the reception. On seeing her, John asked if he could assist. On being told about the remote, John kindly got one for us. When it came time for dinner, we found ourselves having to go outside, get the wheelchair down a step, negotiate cars in the car park, go back into the building through another door, into the lift to get back to the level where the dining room was. This was the routine each time we required to be in the main building whilst in this room. Being beside the car park and a unloading area, we found the room very noisy in the morning. After our first night, I decided that to raise the issue regarding our room. On asking for the duty manager, a nice lady called Heather came to talk to us. On hearing our concerns, she totally agreed that the receptionist ought not to have said what she did and understood our needs for an accessible room She asked for a few minutes to go and see what, if anything, could be done. Heather came back shortly to advise that she could move us to a room, similar to what we were originally booked into. We went back to room 3 to repack the case. Heather also came down to assist us with moving into the other room and show us round the room. Just as I hoped for when I made the booking to stay at Peebles Hydro. The additional bonus was that it had a lovely view over to the Cademuir Hills. In hindsight, I wish I had made a fuss when we checked in, but in reality, I should not have needed to do so. I have to say we were disappointed with the reception staff. From the checking in debacle, remote control issue and then on checking out. A simple ‘have you enjoyed your stay with us?’ would have been nice. Such touches encourage people to come back. Perhaps we just got a member of staff on an off day or was very busy, I don’t know. On this, and If we could be guaranteed an accessible room, we would certainly consider a re-visit to Peebles Hydro in the future.