Radhotelgroup Reviews 

Used to be one of the best hotels in Ayrshire, such a shame it’s been taken over by Rad as they just don’t have the professionalism or quality chefs that is required. The service is diabolical, obviously they do not train their staff.

I have written to you previously to address some issues I’ve experienced with the working environment at the Seamill Hydro, hoping for a response. As I have not received any reply, I am reaching out publicly in the hopes of sharing my perspective.

To start, I want to emphasize my longstanding connection to the Hydro. I’ve worked here on and off over the years and formed strong bonds with my colleagues. The Seamill Hydro has also been a meaningful place for my family; I met my partner while working here, and both my father and grandmother enjoyed its amenities. Sadly, my family and I have gone through a difficult time this past year, as we lost both my grandmother and my father, whose funeral services were held at the Hydro. These experiences have only deepened my attachment to this place.

I recently worked at Seamill Hydro for 1 year and 7 months, and my partner worked there for 1 year and 4 months. We were both employed when the RAD Group purchased the hotel in September 2023. On October 2, my partner was unexpectedly let go, a decision cited as due to her absences, which had been affected by our recent family losses. There was no prior disciplinary action or warning, and her employment ended abruptly. Feeling extremely disappointed with how the situation was handled, I also decided to resign on that day.

My concerns include a few key points: I feel that recent changes have created a challenging environment for the staff. Since the RAD Group’s acquisition, it seems that many long-standing employees have left, and turnover appears higher than in previous years. This has led to additional stress for the remaining team members, many of whom express concern about understaffing and a lack of adequate training. I have observed that new staff, in particular, often start without the necessary health and safety training, which contributes to a challenging atmosphere for everyone.

My hope in sharing this letter is to see the Hydro regain the supportive and collaborative atmosphere that once set it apart. I believe that open communication and constructive feedback are vital, and I hope this letter helps foster a positive direction for the future.

Our first night away in some time in a hotel which was apparently a four star establishment, good grief, not even a one star in our experience. First issue which was the mattress on our bed. We have photos and showed the manager these and said that we had got barely any the sleep due to the mattress dipping quite severely one side, so much so that I almost fell out of the bed much of the night. The manager informed us that she knew about this problem but that they 'had to sell the room anyway '. Also that they 'were going to have to get a new mattress for the bed'. Quite astonishing that despite this problem being known guests are NOT informed beforehand and are expected to just accept it! Unbelievable! She said 'it’s a nice room'. We are not disputing that it is a nice room but when we have paid very good money for a room AND a decent night's sleep that is what we expect to receive. There was absolutely NO apologies whatsoever for anything we spoke about, we were treated in such an offhand manner. We have recorded the conversation on my husband's phone from the manager stating how they know about the problems with the mattress but that they had to sell the room regardless. We have photos of the mattress as well. I asked for an address to complain to and was told by the manager that there was no address or email and I had to complain to her or leave a review on their website.

Moving onto the hospitality tray, this had opened packets of biscuits on it, only provisions for 1 person in some cases and had clearly not been checked.

Room was nice, breakfast was fine, staff pleasant apart from 1 who queried why I wanted another pot of tea, asking me twice if I wanted more tea when I requested a further pot, and then neglected to bring it anyway. After a 10 minute wait I gave up and left.

We have complained to the head office, stating more than on this review and were told that management would be in touch. No one has been in touch with us, are we surprised, NO, the attitude at Hetland Hall seems to be mirrored at head office.

Booked a room, tried to cancel due to sickness. The Carlton Hotel, Prestwick refused to do so. Additionally, they offered no alternative, i.e. for later date.

This booking was for one night and they charged, and I foolishly paid, £299.00.

Whatever you do - DO NOT BOOK A ROOM WITH THEM!