Fairfield House Hotel

Wedding guest's room robbed/management did nothing

Several of our wedding party stayed at this hotel, spending a lot of time and money on the premises. One night one of our rooms (street level) was burgled and passports & valuables were stolen. Police could see no sign of forced entry from the outside, but the hotel owners refused to accept any liability. The poor young couple in question were patient and polite throughout this whole ordeal, unlike the owners, who were indifferent, unhelpful and appeared totally disinterested in resolving their ordeal. They lost hundreds of their hard-earned dollars AND had to shorten their trip to fly down to London to try to replace their passports to ensure their re-entry into the States. This cost them hundreds MORE dollars, not to mention stress and extra time that this involved. And, it goes without saying that these events ensured they lost out on half of their wedding trip to Ayr! It was a horrible experience, made even more horrible by the treatment they received from this hotel.

As a former resident of Ayr, I was both embarrassed and ashamed of the way our wedding guests were treated. I called Mr. Maxwell when we returned home, still in disbelief that he was not going to compensate his guests with a single penny. He told me flatly and unapologetically "no", and I told him that in that case, I was left with only one option.... to post my experience on hotel websites, to warn future guests. It's one thing to complain about cleanliness, service, bedding or the like, but to suffer a burglary while staying in such a well-respected establishment and then be treated this way by management is more than a complaint.... it's thoroughly disgusting behaviour!!

Customer service is very different here in America and I can assure you that this kind of thing would never happen in a decent hotel over here. I often return to Ayr, but would never, ever recommend anyone stay in this dreadful hotel.

Unique Quality: NONE !!