4/10 Poor
Emily
Traveled with family
Mar 31, 2025
Liked: Cleanliness, amenities, property conditions & facilities
I booked two rooms, one for my son and me and one for my parents who are in their 70s, for three nights each. Due to the fire near Heathrow, all of our flights were cancelled; my son and I would only be able to stay one night at Cheval, and my parents none. Cheval refused to reimburse us any money for any of the six nights despite the fact that we did not cancel but were literally unable to get to Scotland.
Once there, my son and I found that our room was nice, but the hall our room was on was loud, there was an unpleasant new paint smell outside of our door, and the "hot" water was not hot.
The hotel itself is a combination of two buildings and getting to the rear building requires two elevators and various stairs. It's not simple so I would not encourage older folks to stay here.
From a business perspective, I guess I understand the unwillingness to do anything for us. But from a human perspective, I think the Cheval behavior was really ugly. Won't consider staying there again.
Emily
Stayed 3 nights in Mar 2025