The Rocks

Where to start? The hotel is in a great location and we had a nice room with a fantastic view of the bay. There is a lovely walk along the Esplanade from in front of the hotel. However it was chronically understaffed, there were no hot meals at breakfast on two of the three days we were there. The breakfast on day 3 was good. On one day we arrived back at the hotel to find no one at the hotel but us. We had the place to our self no staff at all. It was very strange. If they get the place properly staffed it could be a lovely place to stay on a lovely stretch of coast.

Travelled almost 300 mile to stay there for the night as a stop off, we booked it about 4 weeks back, when we arrived it had closed down 2 weeks earlier, no nofification. Avoid if you were thinking of staying there.

My mum turned 70 in June and having being recommended this hotel I booked for last Wednesday for dinner bed and breakfast for both my parents as a treat for my mums birthday through itison. My dad had called ahead and asked for prosecco in the room. My mum and dad arrived to find the hotel deserted but open. After waiting 20 minutes at reception desk they saw room key with their surname on them so they took them and went to their room What greeted them was a filthy room. Brown stains in the toilet and filth under the bed as well as filthy bed linen. After 30 minutes someone appeared at reception so my father went down to ask 1. Where the prosecco was 2. When do they get to book in for dinner. My parents were told the restaurant was closed today? My parents travelled 70 miles to come down here. My dad then asked about the prosecco and they blamed housekeeping. Housekeeping?? Are you having a laugh. They rooms hadn't been housekept in a long time. My dad then asked so how do we resolve this. To which jenny replied come back in half an hour and il speak to my manager. Half an hour came and went and the manager had not called back nor was interested so my parents checked out immediately. As I bought this I was deeply embarrassed and contacted itison. Of course the hotel gave them the complete runaround. It wasn't until I ĺ done some digging myself and called the hotel. As soon as I spoke to jenny and called her out on the issues her attitude was vile. Hung up, cutting me off. So I went a step further and found out who the manager actually was and contacted them in person. They promised a call back the following morning, which of course never came. If it wasn't for our persistence, we them managed to get a message from him to say the venue has now ceased trading. Please avoid this place at all costs. Horrible staff attitude and could not care less about customers. Thanks for completing souring what should have been a memorable occasion for my parents

The hotel staff could not have been more helpful - I came with my 24 year old son for a party nearby and had been going to have to share a double bed with him but they found him a single room so we did not have to share. At breakfast there were a lot of us and we all ordered different things and made a bit of a muddle for the staff who could not have been more pleasant and helpful. Breakfast was delicious - eggs Benedict with bacon etc! Would highly recommend, good value, and helpful staff. Had lovely view over the cricket ground and sea.

My wife and I were gifted a two-night stay at The Rocks, Dunbar by two of our sons as a 40th wedding anniversary present. This was done through Itison. When we confirmed the booking, we were notified that booking in was between 1400 and 2200. We arrived at 1500 on Friday, March 10th and found the hotel locked. I phoned the hotel number and got no reply so I sent an email. A short time later, a girl opened the door and we were signed in and allocated room 12 at the very top of the building. when we had a chance to look round the room, we noticed cobwebs all round the room at ceiling height plus a dead spider on one of the walls. The en-suite was really in need of redecorating and the main windows had parts of the window frames hanging off. An electrical socket next to the bed had been broken and didn't look very safe. We went down and I asked the girl for a different room because of the state of the one we were given. She went away and then took us to another room on the first floor. This room was in a much better state of decoration and clean so we accepted it but were told that the TV in the room had no remote control On Saturday morning, we had breakfast which was excellent, and then left the hotel for a day out. We returned to the hotel at about 1700 as we had booked our meal for 1800. We noticed that the heating in the room was not working so, when we went down for our meal, I informed a member of staff. She said she would attend to it so we had our meal which again was excellent. when we finished, I asked if the heating had been dealt with and was told that she had been busy but would get it sorted right away. We went up to our room and sat with our jackets zipped up and waited. The manageress came and informed us that the pressure in the boiler had dropped but that it had been fixed and the heating would come back on. The temperature outside at that time was 1 degree C. After another hour, the radiator started to heat but by this time we were really cold so we packed our bags and went downstairs. There were no staff members in the bar so I left the keys on the counter and left. It is such a pity that this place is being run like this because it is in a beautiful setting and deserves more. Would we go back???? No. Would we recommend staying here???? No

I was so looking forward to our visit at The Rocks in Dunbar,the location is stunning. Our room could have been something special , however the decor was very tired. The room could have done with a hoover and there was stains on the carpet . The shower needed new sealing as it was covered in black mould. We were quite excited to have the outside balcony however one of the chair legs was broken , so we couldn’t sit on it . There was plenty on offer for breakfast. We had an issue with our booking which spoiled the whole experience for us . This was the first time I have booked through Agoda. Our Daughter came down with Covid and we had to cancel her room . We spoke to the hotel and explained that our Daughter had Covid and was having difficulty breathing , therefore decided to stay at home. The hotel advised me to get in touch with Agoda, which we did. We requested a refund as we had given 3 days notice however Agoda are blaming the hotel for their refund policy. I have provided both Agoda and The Rocks Hotel with my receipt for our room , which shows clearly that they only require 24 hrs notice to meet their refund policy . We have been advised that no refund will be given I am very dissatisfied with how we have been treated and I will NOT be using Agoda in the future.