Carnoustie Hotel

We made this booking before Christmas. It wasn’t just a casual appointment — it was something we had planned months in advance, something we were really looking forward to sharing together. It was meant to be a special day, time to relax, unwind and enjoy ourselves. On the morning of the appointment, the very same day, we received a medical questionnaire by email to complete for the massages. One of our party previously had cancer on their shoulder which caused them to have an operation to remove this. They have since had many massages elsewhere without any issue, and of course we completely understand that spas have to take medical history seriously. However, the way this was handled has left us feeling so disappointed and upset. The massage was refused outright because of the previous operation. Whilst we respect that policies exist, what has really hurt is that we were not offered any alternative. We weren’t allowed to change the treatment to something else such as a facial or a foot massage, even though the time slot was already booked and paid for. Instead, we were told the whole day would need to be cancelled. We asked if we could even just sit by the pool and we’re told no. We were gifted these vouchers through itison, whilst I understand this isn’t Carnousties issue they gave us no alternative date or anything. It was as if they saw it had been booked through a 3rd party so they just wiped their hands with it, giving us no help on how to rebook. Customer service in general is so so awful. I’ve worked my fair share of hotel and waitressing jobs when much younger and I would never imagine of being so dismissive. Had the questionnaire been sent at the time of booking, or at any point in the months since Christmas, this could have been discussed calmly and arrangements made in advance. We could have chosen different treatments and still enjoyed the day we had been so excited about. Receiving this information on the morning of the booking left us with no opportunity to adjust anything. The entire situation has left us feeling embarrassed, uncomfortable and honestly quite humiliated by the way it was handled and spoken to by staff. What was meant to be a special day turned into something very upsetting. It feels like this could have been resolved with better communication and a little more flexibility. We had such a lovely day planned, and instead it was taken away before we even had the chance to arrive. That is what hurts the most and is obviously most upsetting for the person with the previous cancer operation. Just wish it could have been handled better. A whole day booked off work for everyone, now cancelled.

Came today for lunch at 1:15 with my parents and partner. We stood at the waiter station and were ignored when a waiter (Josh we think, he wore glasses and had dark hair) came over as he checked the computer. He eventually asked how he could help with the worst attitude I’ve ever seen. Took us to our table and said he would get menus, but he never returned. 15 minutes later a nice waitress (didn’t catch her name) came over and asked if we had our menus yet. She brought us them and asked for our drinks order etc and then we waited another 10 minutes for a bottle of sparkling water and a bottle of wine. After this food orders were taken and we waited about 20 minutes for 4 mains. Food was really tasty, throughly enjoyed this part. Asked for salt and was brought pepper 3 times? Plates were cleared and we were left to finish our bottle of wine. Sat again waiting to be asked if we wanted anything else. Eventually opted to just go to the bar where a man in a suit and the waiter (Josh) from the beginning were standing. Asked for two cocktails, a gin and tonic and an americano. 20 minutes later they arrived and we moved to the lobby to enjoy them in peace. But low and behold, there was a young child kicking a ball around the lobby? A side note, my mother and partner went to check the leisure facilities and were greeted by a teenager sitting like a sack of potatoes on the chair playing with his phone. Asked about prices and they were just given a piece of paper, no conversation? Going to sign up for David Lloyd’s instead which is a shame as the facilities looked great. To summarise, the experience was let down by the first waiter we met. The food was good and so were the drinks. But some of the staff were not welcoming and made us feel like we were bothering them.

Hotel is situated on a golf course next to the coast. We don't golf, but enjoyed walking around the coastal path and around the golf course. Lovely comfortable room with everything you need. Staff were so friendly and welcoming. Nothing was too much trouble. Breakfast was lovely with plenty of choice. Food at dinner was really delicious too. Thoroughly enjoyed using the pool, jacuzzi, sauna and steam room. All were really clean and towels were provided. Would definitely recommend staying here.