Portsonachan Hotel & Lodges Avis 58

We stayed in Culzean Lodge at Portsonachan Hotel. Unfortunately it was filthy and very basic. A previous guest had written Clean Me on a window. The bathroom was dirty and the bedding on the double bed hadn’t been changed from previous guests and was soiled. The staff were rude and abrupt. Restaurant food was disappointing but by then our expectations were very low indeed.

Unsafe Hot Tub Experience and Poor Lodge Conditions

We stayed in Carrick Lodge at Portsonachan Hotel & Lodges and unfortunately the experience raised serious safety and cleanliness concerns.

The most concerning issue was that guests experienced electric shocks while using the hot tub. This occurred multiple times and understandably caused alarm given that electricity and water are involved.

When this was raised, we were provided with an electrical installation report relating to the general property wiring, which does not appear to address the hot tub equipment itself (such as pumps, bonding, or RCD protection). Being told the tub could not cause a shock because it is plastic is not accurate where electrical components are involved.

Aside from the safety concern, the condition of the lodge was extremely poor. The bathroom and shower area were unclean, there were cobwebs and visible dirt, and several facilities (sauna, oven, dishwasher & no running water) did not function during our stay. The lodge windows also did not open, which made ventilation difficult. It’s also a huge fire safety risk.

Given the safety concerns and the general condition of the accommodation, the stay did not reflect what guests reasonably expect when paying for a lodge break.

I have raised the matter with Environmental Health so that the safety of future guests can be properly assessed.

The location on Loch Awe is undeniably beautiful, but the condition and safety of the accommodation need urgent attention.

Stayed in one of the small apartments joined to the hotel in mid Feb. It was clean, tidy, warm and had all the amenities required for the weekend.
It was booked as a fishing weekend so had a boat with outboard supplied for a full day and 3-day permit included in the price.
Had one of the top 5 burgers we’ve ever had from the hotel restaurant and the staff were very friendly and incredibly helpful.
We were looking for laid back, friendly people, good food, decent accommodation, remote surroundings, wildlife and a few fish… Portsonachan provided everything we needed.
Will definitely return… probably annually from now on.

We had read the reviews and to be honest we expected the worst.but to our surprise which was a christmas present from our Son and daughterinlaw, we have extended our stay to 4 nights instead of the 2 nights booked. We upgraded to an apartment with having our dog, as dogs are not allowed to stay in hotel rooms, we were so pleased we had. Lochside view, lovely 2 storey apartment with everything you need for your stay, having the self catering apartment and go to hotel for breakfast and evening meal which were part of our deal. Meal lastnight was amazing, you have 4 choices of starter, main, dessert. Steak being one of the choices which I had and it was delicious. Staff have been friendly and helpful. I always put reviews whether good or bad, if you expect 5* pay 5* prices. Apartment can sleep 4 as has a bed settee. All in all very happy and pleased to be here. Dont read the negative reviews like we did.. make your own mind up!

The lodge we stayed in was filthy from previous guests, cereal on floor,floor sticky and stained surely the cleaners see this!wet towels which were stained left for us,oven door practically came off in my hand,which they knew about before we checked in,tired lodges in serious need of revamp!!!!! Hotel is worse!soulless,frozen, food rubbish,gin from Aldis being served in the bar which is tiny! Owner couldn't care less if you go home sooner than you paid for QUITE CLEARLY NOT INTERESTED

We'd stopped here twice before which speaks for itself. Alas this experience could not have been worse.

FIRSTLY, THE ROOM
Where to begin? The bed was low and mattress so thin you could feel the wood slats, thus it was impossible to get a decent night's sleep. The carpet immediately outside was sodden, which doubtless contributed to dankness throughout. Repairs were shoddy - fittings such as blind 'stay' and shower fixing fell out of the walls when touched so you could see the wall-plugs, the toilet didn't flush properly (three attempts and your excrement is still there), hand basin taps were different, and it was impossible to use the shower anyway given the ceiling's 'slope'.

Doubtless this had been an employee's room, tucked upstairs next to a Fire Escape with perhaps new wallpaper and headrest to try and upgrade, but still fell very short of that expected in any hotel.

SECONDLY, THE STAY
The young man who took us up was keen to help with carrying bags etc but didn't know where the room was - I wonder why?

Sitting on the next table in the bar that evening were two employees who spoke in loud voices, regularly swearing whilst slagging off colleagues, guests and management. They were so loud it was impossible to have your own conversation. We were of course pleased when they left, but alas they returned stinking of smoke after an obvious fag-break outside. Their manager didn't stop them, in fact joined in, saying she was fed up with training people - why might that be?

Thus it was impossible to relax anywhere, and I only discovered the resident's lounge on going to the loo, to where we moved for what was left of the evening.

Then and after getting 2-3 hours sleep at most in decrepit, dank servant's quarters I went downstairs just after 8am to ask for a room change, but was met by other guests who were looking for breakfast. The same manager showed them and greeted me loudly with "Hello Mr. Penguins" (a reference to my jumper). To say this was disrespectful is putting it mildly. Also the breakfast didn't look much beyond cereals and bread plus a toast machine.

AND FINALLY, THE CHECKING OUT
The thought of three more nights was horrifying, so we checked out. The lady in reception agreed our experience "sounded awful" and offered a better room and that she would speak to staff, but it was too late. Being secluded you have no practical alternative choice for eating etc.

When I asked for a refund she said the system wouldn't allow it, but would attend to it later. It hasn't arrived, neither has any meaningful response to an email setting out the above.

On reading other reviews, this seems to be quite normal. Although this was our third time of staying there, it will be our last.

The one star is for location.

Stayed here 27th September for 4 nights. Wasn't looking forward to this after reading reviews but apart from having no water on the first morning everything was good. It was sorted by the time we came back in the afternoon. Only problem i found was very remote and had to keep using the car to go anywhere. Quite a pleasant stay with awesome views.

Wow! After reading the reviews we were a bit hesitant about our forthcoming holiday .

We booked a four night break at Henham Christmas fair. When booking we decided to opt for a loch view apartment, there was a small supplement to our original voucher .

We arrived after a very long journey. We were greeted by a very friendly and helpful lady. We had not booked an evening meal she readily did this for us . The lady told about the water system which is documented on the web site . Bottles of water were provided and we were told to ask for more if we wanted it.

We were surprised at the size of the apartment , much bigger than expected.
We can not fault the cleanliness of the apartment . The rooms are not cleaned on a daily basis we were notified of this also on arrival and once again told to ask for any fresh towels etc. if we needed them.

The hotel meals were amazing, the portion size, quality and the price.

The hotel is over 200 years old , very quirky and beautiful . Yes I did spot the odd cobweb as I have read in previous post somewhere ! Show me a place cobweb free !

We did have a problem with the heating one night . We were too hot ! We were not able to turn the heaters down. This was rectified within 5 minutes of calling the front desk .

All staff were helpful and friendly.

Would we return ? Most definatly.
Go with an open mind . Enjoys the views , take in the fresh air and relax

there’s a saying you make the best of what you have and I believe that’s the issue with most negative reviews.
Yes it’s not perfect,yes it could do with an upgrade but if you’re trying to compare it with 4/5 star hotels then it’s the customer who has the issue.
We had a couple of nights in the hotel ,had no issues with hot water or cleaning issues,the bed was not as comfortable as our own ,when is it ever .
The water situation was explained that it came from an underground water source which as it came out the tap it would be cloudy due to the peat ground ,perfectly safe to wash and brush your teeth,bottles of water were supplied if preferred to make tea/coffee,so not any different if you were in Spain etc 😂
Remember it’s not in the city it’s rural in the middle of nowhere,it has to be different.
Food was great ,there was a younger man having a steak ,he enjoyed it so much I heard him saying that he nearly licked the plate .
Staff were a hoot ,Sam and Mick ,great banter which may not suit everyone,again you can’t please everyone.
Location,show me a better one in Scotland ,wonderful views.
From what we paid for our stay we had a great time away from the madness.

some may moan, they always will
But this place is great and time stands still.
The staff so good, and full of life
I’ve stayed alone and with my wife
You must forgot the little things like bits of fluff and mattress springs
Just focus on the clean fresh air
The views and walks without a care
It’s paradise with simple things
It’s not about clear water springs
The tap stuff murky there’s no doubt
Just go with it and style it out
The unique staff are full of crack
When things go wrong they’ll have your back
so don’t appraise the tiles and paint,
The plug holes sinks and drainage grates…
Just focus on a calm escape to free the mind and contemplate
This place is special , a hidden gem ..
enjoy it once then go again
Don’t be the one who moans s lot
Just be aware of what it’s got …
A magic which you rarely find
A special place to free the mind.

Stayed with my partner as it was a good deal on Wowcher.
Was first put in a twin room though a double was booked, however staff dealt with it effectively and we were moved to a correct room. Did well there.
Rooms were dated but we're not snobs so accepted it and went for dinner.
Food was brilliant but it took us 2 hours from ordering to get our starter and main. Did give us a desert for free to apologise so fair play.
We settled down for bed after dinner as it had been a busy day and the bed was the most uncomfortable mattress I've ever slept on. I barely slept as springs were sticking into my back.
There was also an oily substance on the bottom of the duvet cover which had been tucked in to hide it (I work in hospitality and know the tricks) there was also a clear hole in the duvet cover, dirty looking stain on the bath mat and cobwebs around the room.
It was so bad I didn't want to stay and booked us into another hotel for the second night of our trip.
There wasn't even anyone available as we were leaving and had to leave a note to say we were checking out early with the reasons why.
Thought the hotel would have called or emailed to find out more or apologize but they didn't.

I lodged a complaint when we got home and was told it would be investigated. Heard nothing back so chased two weeks later and it's now another 2 and a half weeks and they haven't responded.

The hotel was getting some renovations done which they need however to have dirty linen and unclean rooms is really unacceptable.

To add the majority of the people at the hotel we dealt with were friendly.

I don't usually leave bad reviews and would like to start by apologising to the staff (namely Sam, Lee, Josh and Mick) who, in my opinion, were fantastic, despite the difficult situation. My one star is for them.
Our room should have been ready at 4pm, but it was nearly 8pm by the time we were given our key. The huge cobweb (a duster would have removed it) in reception should maybe have been a warning sign, but we'd had an 8 hour journey and just wanted to get settled in.
The room was basic and very tired, but something a lick of paint and attention to detail could have resolved.
We ate at the hotel on the first night and enjoyed our meal, although the dead flies on the windowsills were a little off-putting. Again, a deep clean and attention to detail wouldn't have gone amiss.
I had a lovely shower the next morning, unfortunately my husband didn't and we presumed I'd used all the water.
A continental breakfast was included, and was sufficient, so we didn't order the cooked breakfast, available at extra cost, although it did look good.
Whilst eating, I heard others saying they had no water in their rooms and on returning to our room found we didn't either. We were told it was due to having no rain for 2 months and was being resolved.
We went out for the day but still had no water on our return and were told the problem was resolved and the tank would refill over night.
The next morning there was still no water and when we went to reception, we witnessed the owner David Parker, very rudely and rather loudly telling another customer that the issue was being dealt with.
A short while later we were outside our room and the same customer walked by with her dog. She stopped and we were discussing the situation when David Parker came out of the boiler room, I'd seen him go in, and in a raised voice told me the water was being sorted and that I should "stop spreading malicious gossip"! We tried to explain how we felt, but he just talked over us. I know it was a stressful time for him, but there was absolutely no need for the rude, arrogant and disrespectful behaviour we received.
At that point, we decided to cut our losses and leave.
When we went to reception to hand in our keys, David Parker again became aggressive, so we left without requesting a refund. From the reviews I've read we wouldn't get one anyway.

Recently visited and visited 9 years ago. 9 years ago it was in need of refurbishing and it looks much worse as not much change. Our room was on the 2nd floor and then down some steps. Too many steps for my 78 year old husband. The room was in need of a new mattress and duvet and very low and uncomfortable bed. The shower being non existent ..just a bath with a hand held shower. Toilet flush not easy to use and even the plug didnt fit the sink. We were informed on checking in there would be no room service for our stay of 3 nights. Very disappointed with the room and didnt sleep well at all with the terrible state of the mattress which we reported when leaving.
Location is excellent but the outside of the premises and windows need attention.
Staff did their best but there wasnt enough staff to care for the amount of people.
We had no water in our room for a day also.
Overall we were glad we had a short stay and will not be visiting again.

This is the first review Ive written but feel it necessary to write about our experience.

We stayed at Portsonachan Hotel & Lodges for four nights in May 2025. The setting is absolutely stunning – a peaceful location on the shores of Loch Awe – and the potential of this place is undeniable. However, our experience was sadly marred by a number of serious hygiene, safety, and infrastructure issues that made for a distressing and uncomfortable stay.

First, I want to emphasise that the staff were warm, welcoming, and clearly doing their very best under extremely difficult circumstances. They were polite and helpful at all times, and it's clear the front-line team care about the guests. Unfortunately, they appear to be working in a hotel that is fundamentally under-resourced and poorly managed.

The most significant issue was the lack of a reliable water supply. On several occasions we had little or no running water in our room — no way to wash, shower, or flush the toilet. Apparently, this was the result of a 'drought' as the hotel is not connected to mains water supply. On our final night and morning of departure there was no water at all, and we had to wash using bottled water (supplied by the hotel) heated in the kettle. This is simply not acceptable for any form of paid accommodation, no matter how remote.

Other concerns included:

Unclean crockery and cutlery in the dining area, with food residue and cloudy glasses.

No Food Hygiene Certificate obviously on display for the information of guests (but the regulations for this may be different in Scotland)

A badly stained mattress discovered on our last morning – something we found very upsetting.

No visible fire evacuation information in the room, and a smoke detector that showed no sign of power (flashing light indicator not working).

After returning home, we read that over 60% of Trustpilot reviewers have rated this hotel just one star, and the recurring complaints mirror our own experience — particularly about the water supply and poor cleanliness. This is clearly not an isolated or temporary problem.

This review is not written out of spite, but out of concern — both for future guests and for the staff who deserve better support. With the right investment, training, and oversight, Portsonachan could be a truly special place. But until major improvements are made, I cannot recommend staying here.

After spending a 4 day break last year and having a great time decided to go again. Well things were a lot different first night no hot water reported .the next day we had hot water but by the evening no water at all. Not good when the hotel was full. There was no information on how long this would last. Breakfast was fine good choice of food, but people were having to clear tables to sit down to eat,so no tables where cleaned before people sat down again and as it is a dog friendly hotel not very hygienic. So after spending not even 2 days there decided to cut our losses and head home. I just hope whoever stays there don't have the same problems as it's a beautiful destination but the service is terrible.The hotel should advise people of these problems before going there at least you have a chance to change your mind

We rented a 3 bedroom lodge for a family holiday.

. Walking into the lodge you could smell the cleaning solution and it was spotless.
3 good sized bedrooms with comfortable beds , the kitchen/ dining / living room warm and welcoming .
The hot tub and sauna were brilliant as well as the firepit.

The scenery was just stunning with the decking looking out to the Loch and if you get the Scottish sunshine then it's perfect and you won't want to leave .

After a last-minute venue emergency, the team at Portsonachan stepped up to accommodate my son and his fiancé for their wedding reception with only 3 weeks notice. They were the perfect hosts, took care of all the preparations, room decorations etc. and provided an excellent menu. Food was superb and the service was the warmest and friendliest that you could wish for. We were made to feel completely at home and stayed on until the wee small hours, moving between the dining room, the gorgeous lakeside terrace and the Chesterfields in the quirky and very comfortable lounge. The bride and groom, their two children and some family friends all stayed the night, and staff went out of their way to make sure everyone was comfortable, even switching rooms to suit the children. They couldn't have been more helpful. If you are looking for good value, an unpretentious venue with a warm family atmosphere and a stunning setting, I highly recommend Portsonachan. I will certainly be staying next time I visit the family.

We stayed from 31st march to 4th April.
Having read the reviews we were a little apprehensive about the stay. On arrival it was clear the hotel had seen better days. But the views from the hotel are still spectacular.
We were greeted and checked in by Gary the manager.
Our room was ok. But the bedding had seen better days. With a few rips in the bottom sheet and the room could have done with a full blitz clean and my partner cleaned the mountain of hair out of the plug hole to allow the water to drain.
However our main issue at the hotel was the lack of running water for two of our 4 night stay AND how this was dealt with by the management.
On return from a day out on Weds we found our room had no water. (Tap, shower, toilet). I went to reception and was told there had been a leak in the tank but it was being fixed and should be sorted in the next hour or so. Not great but manageable. (No water to the whole hotel site).
It wasn’t fixed by the time we went to bed. We had a difficult conversation with Gary who was rude, unhelpful and dismissive of the situation. By this time the main toilets were full of urine, poo and paper. No hand sanitizer or bottled water had been provided to at least manage hand washing etc.
Gary had assured us the water would be back on by the morning. It wasn’t.
We nearly checked out early but the receptionist, a lady from Romania (who was lovely) explained what was happening. (A part had been ordered and would be fitted asap).
We called at 3pm and were told the water was back on. “As far as I’m aware”. Which was a worry, but when we returned later that evening we did have water. However, no hot water and the pressure was very low.
The next morning the pressure was so low we were again unable to shower. And eventually we lost water to all facilities again.
When checking out, again with Gary, we raised the issue of the lack of water which he said he was not aware of anything ongoing?? Again the conversation was difficult with no apologies. We advised that we would be seeking a refund for the two nights we were without water. We were told that only the owners could sanction this. And that they would be in touch with us to discuss.
Although some form of refund would be great. The fact that there was no apology and no apparent concern for guests or staff was the main issue. Sanitation for both staff and residents should have been given the priority that it required. No communication to guests unless we raised it. No provision for handwashing in public toilets etc. Food was still being served but how items were prepared and cooked and how cutlery and crockery was washed is also in question.
It is clear the water is an ongoing issue. (The hotel is not on mains water). To have contingency plans in place would be prudent.
A simple apology would have gone a long way rather than the default adversarial manner.
By the following Tuesday we had still not heard from either Mr and Mrs Parker, the owners. So I called. And was advised they were “travelling today” and the requested call back would be Wednesday. They did not call.
I called the hotel again after midday on Thursday. Nearly a week after the end of our stay.
I tried to explain to Mr Parker that our main concern was how the situation was managed. Mr Parker didn’t really listen to understand. Like Gary he was rude, argumentative and talked over me. Repeating “you are a very insistent woman”. So in the end I requested the 50% refund (for the two of the four night stay where we had no water). He said it was clear our conversation was all about “pounds,shillings and pence”. (It was not).
He said he would consider this and email me with a sum he felt was appropriate. I am still waiting.
Please note. The hotel location is superb. But it is very tired and needs a good clean and investment. The staff are friendly but some are not trained well.
The other 1-2 star reviews are accurate. I can’t comment on the 5 star reviews. But surely there can’t be that much disparity?
I have written a letter of complaint but some three weeks later I am still waiting for a response.

After reading the reviews we were a bit dubious about staying. However we upgraded to a loch side apartment and couldn't be happier. It was explained to us at check in that the water comes from a local source, and as it flows through peat it is coloured rather than clear. It was further explained that unlimited bottled water is provided for drinking. Whenever we needed more drinking water it was provided without issue.

The accomodation was everything that we needed. It could do with a bit of TLC, but for what we paid represented fantastic value for money. Bear in mind it is an old historic listed building so options are limited. It was clean and comfortable, it was warm and we had hot water whenever we needed it.

What made our stay even better was the staff. The man on reception offered really good advice about dog friendly beaches and his local knowledge was fantastic.

The restaurant staff were so friendly and really welcomed us and our dogs.

We now have a dilemma about how often we can get back up there! Its a long way from Staffordshire, but we will most certainly be going back.

Great staff especially in restaurant and bar. Efficient polite and with a great sence of humour - much appreciated.
Clean and comfortable room.
Clean bathroom with good shower.
Breakfast good choice re. Continental breakfast.
Evening meal, good choice, excellent quality.
We are unsure of the accuracy of some reviews especially those who choose to be offensive or rude.
This is our second holiday at Portsonachan and would recommend it to friends whom we feel sure would give fair and accurate reviews, unlike some of the negative, and in our opinion unjust statements.
We go on holiday to enjoy ourselves, which Portsonachan has aloud us to do. TWICE
AND WHAT ABOUT THE VIEWS!! WHERE BETTER!!!