We visited bothwell bridge hotel today, we phoned ahead in advance and booked for 3pm- and asked what the dogs policy was, told can go in bar area with our dog- we booked for the bar. We arrive- no one on reception - waiter takes us to our table and seats us with menus- we ask for a bowl for the dog. 10 minutes pass, another staff member- who had a beard and his clothes were dirty and had 4 buttons open on his shirt- where u could see his chest hair, it’ was not pleasant -he kept touching his beard - no mask- and wiping it on his trousers. He took our drinks order then came back to the table - without our drinks and said “ u have to leave with ur dog”
We explained that we had called ahead - checked the policy and was told it was okay on the phone. He rudely said “someone made a mistake”. He then smirked and laughed when my fiancée said but we have been here for 10 minutes. My fiancée at this point left the table and went outside, leaving me and his 77 years old mother at the table. I asked to speak with the manager, 5 minutes pass- no one comes- then a man who I struggled to understand- at least he has a mask on - came very close to my face- to the point that I had to ask him to stand back- he rudely said “ leave” ! No dogs in broken English, he was just awful, he went back to the bar- stood with 4 men’, the hairy dirty waiter, and two more suits and boots, who I can only presume were more managers - seemed not enough waiters but lots of “managers”. They proceeded to laugh at me and Hannah and I filmed this, as me and Hannah left she felt she had to say something about the way we had been treated. She said to the manager - your laughing at woman who is just lost her husband- he had his 80th birthday at bothwell bridge - 5 years before and I wanted to remember fondly of our time here; he laughed- and walked away. I felt so humiliated - for her and me- and so angry - it was like they were a group of “lads” a machismo vibe, they proceed to laugh as we left and I recorded this on my mobile. I cannot believe a man in his late 50s, and dirty ( clothes were filthy) hairy waiter can have such an impact. We both burst into tears in the car! My fiancée was livid. We did everything right, called ahead - checked and booked for a dog, we were seated by the staff and drinks order taken. I cannot believe in this day and age that people can act this way. I will never return here, I will be sending my footage and my complaints to their head office. You should all be ashamed of the way u all behaved today- I wouldn’t eat or drink here again if hell Froze over and I will make sure I get to every review site so that no one has to feel this way ever again. Disgusted and cannot believe how much standard have fallen.

Upon arrival our booking had not been entered even though we had phoned, card details were taken and we had received a confirmation email. We were put into whatever room they had available at that time. Once in the room, it was a nice room which almost made it a bit better but it wasn't the cleanist and the milk pods were 6 months out of date. The following morning we went for breakfast which was good. Here we booked a table for dinner as no one could be seen at reception. Upon arrival for dinner there was clearly no booking made as we were seated at a dirty table and weren't even given menus until 10/15 minutes of being there (even when given a menu, we were made to share 1). We received dirty cutlery, the table next to us was not cleared the full 2 hours we were there and no staff were wearing their masks. Overall we were very disappointed and will not be returning.

My daughter Gillian's wedding reception took place here on 10 July. The venue was laid out to our exact specification with beautiful extras put in place by Armando and his hard working team. Food, service , attention to detail exceeded my expectations. Many of our guests commented on how perfect the hotel was for a wedding. Those of us who stayed overnight had comfortable bedrooms and enjoyed a full cooked breakfast in the morning. Thank you once again for helping to make a wonderful day !