Cross Keys Hotel, Kelso

I always do a Trip advisor review of places we stay but prefer to feedback directly to the hotel first to give them a chance to respond. We always try to support non chain hotels as feel they can be more personal in their approach and have a lot of character. Usually non chains are a little more expensive than likes of Travellodge etc but you often get a better experience. Not here, sadly. Our initial impression of the hotel was positive. The reception and dining area/bar were in good order and the receptionists (both in the evening and in the morning) were friendly and helpful. However the less impressive items began from there. As we made our way to our room 305, we noticed quite a few stale unpleasant odours on the way. We arrived at our room and looked around. The view out of the window onto the town square was nice. However we saw that the box round the curtains was tatty and broken, one of the ropes for the sash windows had snapped, meaning the windows cannot open to control temperature of the room (which was roasting). And overall the windows looked in desperate need of repairs and cleaning. It looked like there had been secondary glazing but no longer was, this resulted in the noise levels over the evening and night being pretty bad, with rowdy crowds and roaring vehicles especially for a Wednesday night, I dread to think what it’s like on a weekend. Perhaps the staff could advise when booking a room that these rooms can be noisy, it would then allow guests to chose the type of room they need. Sorry to say but there are a few more negative items but there was a positive which I will finish with in The bed was unfortunately as hard as a rock and has left me feeling pretty sore. The bathroom was really pretty dirty looking with the grouting round the bath cracked and going black and hair left in the bath, dirty marks on the vinyl floor and overall an unclean appearance plus the suction bath mat had paint splatter on it and looked like it wasn’t meant to be there. The flooring is creaking throughout but can only assume this is due to it being an old building. We decided to use the games room as advertised in the elevator. We first of all had to get the key from reception and the darts. The darts had one broken so unable to be used. The whole games room looked forgotten, dirty and neglected and some of the items such as retro arcade machines were not even there. Overall it felt like there has been much more concentration on the ground floor such as dining area rather than the rooms which to me are the most important. This was a special treat for me from my partner and I feel that it was pretty expensive for the experience we had. Basically no sleep due to the noise from outside, and the dripping taps in the bathroom. Plus the very very uncomfortable bed. There also seems to be a strangely regimented attitude towards breakfast when we booked in. We had to be exact with the time we would want to eat which, when you are on holiday, shoul

Hospitality: nul points Staff: stressed, one particular senior staff member premier league with the pass-agg approach Food: excellent, took ages, overpriced for portion size, charged £1.50 for a tiny bread roll to fill up after tiny meal

We didn’t stay here but we ate in the restaurant. The food was really nice and not too expensive. Staff attentive and efficient. Atmosphere was nice, and a local traditional music group began to practise in the bar, in easy earshot, during our meal, which they do every Thursday apparently. Very pleasant.

We stayed for 2 nights over 1st March for a race meeting. Third year we have done so. We never go back to bad places. Warm and friendly staff. Very helpful. Very good food, and a help yourself breakfast. Rooms may not be the most modern but this is Kelso and not Knightsbridge. Everywhere is clean and tidy. Excellent value for money. Will we go back next year? Of course we will.

Myself and my husband went into crosskeys today on off chance we could get a table for lunch, so glad we did! We had a wonderful carvery, it was delicious! Chef and all staff very hard working and very friendly. I wouldn’t hesitate to go back next time we’re visiting Kelso

Staff were lovely and friendly but food was very underwhelming and overpriced. Very small portions and basic. I would class it as 'no frills' food at high end prices and feel ripped off for what I was given to eat. Normally I would've complained but I was in company and didn't want to make a fuss.