Beautiful Property, Terrible Basic Customer Service.

Fairlawns is a stunning property, and under different circumstances I would recommend but the hotel's subsequent handling of a straightforward administrative matter (duplicate booking) left a lasting negative impression that's worth sharing. I flagged the duplicate booking proactively before the day of arrival. At the front desk, I was advised to pay directly and pursue a refund through the booking agent. I honoured that arrangement in full: I checked in, completed my stay, and settled payment in person. What followed was a masterclass in how not to treat a guest. A written email went unanswered for seven days. I called three times to follow up; on one occasion the call dropped and not a single member of staff thought to call back. When a response eventually arrived, it mischaracterised my request entirely, deflected responsibility, and curtly declared the matter "closed" — before it had been resolved. I never asked the hotel for a refund. I asked for a single written confirmation to the booking partner confirming that I checked in and settled payment. That is all. The refusal to provide this left me caught in a dispute of the hotel's own making. In person, a complimentary bottle of wine was offered as an apology for a longer wait to check in, but this does not substitute for competent, accountable customer service. For a property of Fairlawns' calibre and price point, this is a huge disappointment.