Ailsa Craig

Dear Hotels.com Customer Support, I am making a formal complaint regarding our 14 room reservations at Courtyard by Marriott Glasgow SEC on 20 September 2026. Despite contacting the hotel the previous day and offering a rooming list, the hotel refused to prepare because the rooms were booked separately. During check-in, our guests were kept standing in the lobby while a front-desk employee publicly checked each passport against the guest’s face in an intimidating and discourteous manner. She also insisted that several confirmed reservations could not be found, even after I showed our Hotels.com confirmations. The bookings were eventually located, but the process took approximately one hour. The hotel also claimed that breakfast was not included, although we booked the rooms through Hotels.com on a breakfast-included basis. Please urgently verify our breakfast entitlement, investigate the reservation problems with the hotel, and advise what compensation is available for the serious inconvenience and humiliating treatment our group experienced. Yours sincerely, Jaehee Kim

SiSi Rooftop bar and restaurant is gorgeous!