Courtyard Cottage 3, Riverside Cottage

I'm sorry that, due to circumstances beyond our control, we had to move your reservation from the apartment you had booked to a different one. Unfortunately, due to the nature of operating within a historic building, we occasionally face unforeseen and unavoidable maintenance issues such as lack of heating or hot water, or boiler breakdowns, or unexpected building and weather related issues. In this instance, a sudden problem affecting essential services within the reserved apartment meant that the apartment that you had reserved was no longer safe or suitable for occupation at the time of your arrival. These types of issues can arise without warning in buildings of this age and complexity, and while we do everything possible to prevent them, they are not always predictable or immediately resolvable. As a result, on your first night, we relocated you to the only available accommodation at the time, one of our Courtyard Cottages, which on one side of the living room offers views over the lawn down to the River Tarff, as well as convenient parking for a car on the other side. We appreciate that this differed from the accommodation you had originally booked, but was of no less monetary value. For the following two nights of your stay, we were able to make available and offer you an upgrade to one of our premier penthouse apartments (at no additional expense to yourself), which featured some of the architectural elements that drew you to choose The Highland Club in the first instance, such as stained glass windows, stone arches, as well as a private rooftop terrace with an enclosed dome for star gazing as well as wonderful views over Loch Ness and the surrounding hillsides. This option was offered to you by our on-site team each subsequent day of your stay; however, you declined the move each time, including the offer of assistance with relocating any/all or part of your luggage. Thank you for your subsequent correspondence where you agreed that a maintenance issue in a historic building was understandable. We're sorry that, as you said, you were already so tired and frustrated, that despite our best efforts, there seemed to be nothing our team members could say or do to remedy the situation to your satisfaction.