The Kylestrome

This hotel is absolutely diabolical! Please choose somewhere else to stay. The customer service is shocking and they are not interested in resolving customer complaints fairly. We booked for an overnight on Friday 1 November - on check in the hotel looked nice. AFTER check in ( @15:51) we received an email advising us that there would be a function taking place that evening but that the hotel had make every effort to maintain a peaceful environment. This is 100% not true! We returned to the room at 2130 and were shocked at the noise coming from the function suite. This went on from 2130 to 0000, I have numerous videos that confirm the music blasting - it was over 55 decibels in the hotel room ( the WHO states that it should be approx 20 in a hotel room). We called the out of hours team several times and they advised that they would ask the function suite to turn it down - there was no difference in the volume. We spoke to the restaurant but they advised it was a separate business. The restaurant advised us that the hotel knew about the function for at least a week, as they own the function suite, so they chose not to inform their hotel guests. Why? Had we have known this then we would have booked another hotel. We were also told the hotel has zero soundproofing - why do they feel it is fair to host events in a hotel with no soundproofing? The music stopped at 0000, by this point we felt ill - our heads were pounding and our night had been ruined. We thought finally we would get to sleep, but no. The function guests then proceeded to head to our floor and began swapping rooms and it got to the point where we actually heard a can being opened through the wall. At 0130 we had to actually leave the hotel as we couldn’t sleep and our whole night had been ruined. We had plans the next day we had to cancel. I let the hotel know and asked for compensation and to be refunded, I also asked to speak to Jake Murray - their director - and this request has been declined. I have been told that the hotel will refund the hotel fee, which I would expect as a bare minimum as we were unable to stay. I have been told that they will only offer a voucher to go back to the hotel - why would I ever chose to return, I’ve been ill for 3 days since this event. I have been advised that nothing further will be done and that the hotel don’t feel that they should compensate me for the inconvenience. I was really looking forward to this stay but I will never stay in this hotel again, or any of the Donnini locations. We have been misled, misinformed and not treated fairly at all. Our plans for the Saturday had to be cancelled so we lost money, overall the experience was atrocious and if I could give 0 stars I would. This whole situation could have been avoided if the hotel had told us about the function in advance and if they had dealt with this in a professional and empathetic manner.

2nd visit to this hotel. Room 2 this time. Good size and comfortable. Could hav been cleaner, moved 2 seater to see TV, empty water btl and rubbish on carpet from under seater. Dust on top of wardrobe. Not enough coffee & de cafe tea sachets for 4 night stay. Only soap dispenser was in shower. Having said all that, Would return. Ideal location and parking.. Did not have breakfast £15/ head !!!

The experience was incredibly disappointing to us. We booked the hotel to attend the Open at Royal Troon over a month in advance. We were totally prepared for a non-contact check-in process. 3 days prior to arriving, we received a nice email saying they cannot wait to welcome us and we can expect the entry code to be emailed the morning of our check-in. One day before our booking, a voicemail to the same effect. We arrived in Ayr around 2:30pm expecting to check-in at 3. Hours passed with no code. By 5:30 we went to the hotel to see if we could arrange getting to our room. Being international guests, we were operating on e-SIM cards with no ability to make phone calls. The incredibly lovely folks at the restaurant let us borrow their phone to call the reservation team. Apparently they had experienced an issue with our Canadian postal code when processing the credit card weeks earlier. Because the room wasn't paid for, we didn't receive the code. At no point in the weeks leading up to the arrival were we notified about the issue, even in the two communications days before telling us to expect the code. Thank goodness they didn't cancel our reservation, as there would have been nowhere to stay with a massive event taking place... Eventually we made it upstairs into the room, as you can imagine eager to use the facilities. No toilet paper. Nowhere in the room. Again with no ability to call anyone to acquire some. Within an hour or so, some guests across the hall exited their room and shared a spare roll of TP with us. In the course of that stay, I sent two emails to the contact centre, neither was ever responded to. My suggestions for the Donnini apartments: 1. answer emails when guests send them 2. have a phone at the unmanned registration desk so guests can call you with any concerns 3. do not send confirmation / welcome emails if there is a payment issue. Alert customers to the issue in advance so there are no hiccups at arrival The room was indeed quite lovely, parking was easy and convenient and the restaurant was FANTASTIC (though not affiliated with hotel). I think there's definitely tons of potential, they just need to make some practical changes.

I had lunch on Friday 21st June along with 2 cousins. The service was excellent. We were served by David who looked after us very well. The food was very good, the atmosphere and surroundings were impressive. I would not hesitate to recommend this establishment to anyone.

No problem accessing our room using the online instructions. Parking was easy and looked secure. Our room was modern, clean and well equipped with some nice touches such as a kettle, nespresso machine and biscuits etc. bathroom had a very good shower. The hotel is easy to find and in a good location for exploring Ayr in foot. The restaurant and bar were very pleasant and staffed by friendly personnel.

This was the first 'Smart' hotel (no receptionist) we have come across and it was easy getting in. We were upgraded to a suite which was excellent as we don't get upgraded at all. The room was huge, the bathroom was huge (with a spa tub), the bed was big & very comfortable. Parking was easy at the back of the Hotel. The Hotel had a restaurant attached which was reasonably priced with good food. Overall a great experience...Would certainly stay here again..