Dear tacmoira,

Thank you for your comments following your visit to Thainstone House Hotel & Spa over the New Year period.

We welcome all feedback, both positive & negative as frankly, only by accepting where we might have gone wrong can we focus our efforts & resources in those areas where improvement is needed. From our previous discussions, I am well aware that there were elements of the New Year package for 2011/12 which you did not enjoy this year. Overwhelmingly, the feedback from the over 100 guests attending last year was positive. and all comments received, both positive & negative, have been considered when forming our plans for 2012/13.

However, I must take issue with some elements of your comments, which incidentally were also addressed in the responce sent to your letter of 5th Jan. If it is the case that you did not receive the responce sent, please do contact me privately through the Trip Advisor system and I will ensure a further copy is sent.

To suggest that many staff had been dismissed or have left through grievance is factually incorrect and misleading. Whilst It is easy to be publicly attacked, it would be wholly unprofessional for me to discuss specific individuals in this public forum. I do believe you have been mislead in your views by a disgruntled former employee, who we are lead to believe has made a number of attempts to discredit the business publically since their departure.

I am also somewhat at a loss as to some of the observations you make about facilities in the hotel. I can recall no time over the New Year period when the Drawing Room was closed, nor any occasion when Cammies Bar was not open as per the published schedule of opening times. Indeed, on a number of nights we opened Cammies Bar late into the night when normally it would be closed.

On a more positive note, you may be pleased to hear we are drawing up plans for work on a number of bedrooms along with some public area works which we hope to commence with shortly.

As I commented to you in my previous responce to your letter, my focus is on the future of this business; building a stong, well trained team to deliver excellent customer service in the lovely surroundings which we have here at Thainstone. Inevitably, this requires change and in some quarters, change is feared and resisted. However, in current climes, any individual or business which does not adapt and change, is more likely than ever to fail.

In closing, I am genuinely frustrated and dissapointed that you did not enjoy last year's New Year programme as much as previously. I can fully understand your disspointment and frustration, that some of the smiley faces you know of old from Thainstone House were not hear to great you this time. The fact that some of those absent faces, who had left before my appointment, are now returning to the business speaks for itself.

From all the team at Thainstine House, we genuinely look forward to welcoming you back
again next time round..

Barry Clark
General Manager