Lomond Luxury Lodges

UPDATE following the owner’s response: I’m disappointed that my email has been described as “threatening legal action”, as this is simply not what happened. I sent a formal complaint asking for the decision to be reconsidered and stated that I would seek advice from Consumer Advice Scotland if we couldn’t resolve it. Seeking consumer advice is not a threat. This also wasn’t just a normal “last-minute cancellation”. My waters unexpectedly broke at 32 weeks pregnant, I was admitted to hospital and medically unable to travel. I cancelled as soon as I possibly could. I understood that the business may have suffered some financial loss, which is why I even suggested a partial refund reflecting their actual loss, rather than simply demanding all of my money back. I appreciate that they are a small family business, but this was a genuine medical emergency completely outside of my control. I’m disappointed that instead of acknowledging that, my reasonable attempt to resolve the situation has been portrayed publicly as a threat. Review: I am extremely disappointed with my experience with Lomond Luxury Lodges. I booked a stay months in advance as a special birthday gift for my partner before we become parents and paid almost £500 in full. Unfortunately, just days before our booking, I was admitted to hospital due to serious pregnancy complications. I remained in hospital from Tuesday to Friday and was advised not to drive because of the impact the complications were having on both myself and my unborn baby. While still in hospital, I contacted the lodge to explain the situation and asked if it would be possible to move the booking to a later date when my health had improved. I was not asking for any special treatment, only some flexibility due to an unexpected medical emergency. Despite explaining the circumstances, my request was refused outright. I was also told that I would not receive a refund unless the lodge managed to re-sell the dates to another guest. At a time when I was already dealing with the stress and uncertainty of pregnancy complications, worrying about my baby’s wellbeing, and the possibility of an early arrival, the lack of compassion and understanding was incredibly upsetting. Losing almost £500 under these circumstances felt devastating. I understand businesses have cancellation policies, but I believe there should also be room for empathy when a customer experiences a genuine medical emergency. Sadly, this experience left me feeling that customer care and compassion were completely lacking. I would not book again based on how this situation was handled.

· via Google

Loved it. Lodge is was appointed, modern & clean. Hot tub was great. The dogs lived running about up the field at the back. Some traffic noise from the road, but not really intrusive.

· via Google

Dear Sir When booking the cabin advertised with a hot tub and specific amenities, I understood that these facilities would be available and fully operational throughout my stay, as described in the listing. Unfortunately, since arrival, the water in the hot tub has remained cold, despite my full compliance with all usage rules. The hot tub has been inactive both during the day and in the evenings, which significantly differs from what was promised in the property description. Additionally, the information provided prior to booking indicated that pets no were allowed. Based on this, I made the decision not to bring my own pets. However, I have noticed that other guests are staying on the property with animals, which I find confusing and unfair. Considering that I have paid the full accommodation fee as well as a deposit, I feel disappointed by the lack of access to the amenities that were an important factor in choosing this property and were clearly advertised as available. I would appreciate a prompt explanation of this situation and information on how this matter can be resolved or compensated. do not agree with the allegations regarding any damage to the fridge, nor with the comments about food left inside it. Cleaning the fridge and the entire property after previous guests is your responsibility, not that of new tenants. I would also like to point out several serious issues on your side: there were no towels provided at the property, there is mould present in the bathroom, visible dirt under the shower, the water in the jacuzzi remained cold for a long time (I have photos documenting how long we waited for it to heat up), despite a clear no-pets policy, other guests were allowed to bring animals onto the property. I find it unacceptable to focus on minor issues such as leftover food, while ignoring significant problems related to hygiene, property standards, and the enforcement of your own rules. This is not the standard one should expect when paying the full price for accommodation. I expect a proper and fair response to the issues raised above. We would also like to raise a serious concern regarding the conduct and lack of professionalism of one of your employees. The employee repeatedly entered the terrace area to add hot water in an attempt to keep the jacuzzi operational, which in fact remained cold. We were not informed in advance of these visits. Instead, we were only notified after the employee had already accessed the terrace. This constitutes a violation of our privacy, especially as the bedroom windows were open during the day. The windows are not fitted with blinds, only curtains, which were open at the time. As a result, we were placed in an extremely uncomfortable situation where a stranger could see inside the rooms, including private moments such as changing clothes or using the living space. This is unacceptable and should never occur without prior notice and explicit consent from guests.

· via Google

Absolutely gorgeous little lodges with hot tubs, parking right outside ideal for a little date night would definitely recommend not that far from Balloch for munchies / food

· via Google