We are pleased you and your party found the hotel to be of a quality standard and a highly rated establishment. And it clearly stood out from other hotels you had been staying from the reaction when you initially checked in, with you yourself saying “wow wish I was staying here and they surly won’t be able to complain about this one” The whole shower issues got completely blown out of proportion. As mentioned to you, the day before your party checked in, another guest amazingly somehow managed to unscrewed the centre out of the shower mixer valve, the springs inside etc got damaged and it wouldn’t seal again so it was disconnected and a new one ordered (it had to be ordered as it was not a off the shelf fitting) this was explained to you and your party in that room. The valve arrived the next day and it was due to be fitted that afternoon as I explained in the morning, however the plumber got stuck on another job and couldn’t make it that afternoon, our other plumber we use was on holiday. When you arrived back to the hotel that night I explained this and that’s when you and your party started shouting at me and my colleague on reception. We had a cancelation of a room that night which meant I could take that room off sale and let you have a shower in that room, so how you can say my management skill were unhelpful and I was unprofessional is rather hurtful. All you and your party were saying was “we don’t care about your problem, it’s your problem, not ours just sort it out” well firstly that’s not the best way to get anyone to help you. And secondly you as the tour guide should and could have soothed the situation, by taking the problem on its merits and seeing that my hands were tied, what could I had done to solve the problem, it was just an unfortunate situation. But you sided with your guests and became as unreasonable as they were. Where you should have been the intermediary and help calm it all down and put it in perspective. The point myself and my colleague were trying to make was, when you booked the rooms you didn’t know if you would have a bath in the rooms or a shower, admittedly we have both in nearly all of our rooms, but with the shower out of action in the one room you still had a excellent spa bath in that room to use. Plus the other 2 room had working showers and you were all family so why wouldn’t one of the other rooms allow them to pop in for a quick shower if a shower was vital? I would do that for my family. But like I was saying what was wrong with just having a spa bath. But no you all stood at reception demanding that shower to be fixed, when my colleague was trying to support me in soothing the situation and pointing out the showers in the other 2 room, you started telling him to go away, shut up and calling him stupid amongst other things ect,etc in front of your guests and other hotel guests – and you questioned my professionalism? He didn’t say anything to you at the time and let you carry on shouting. Then after his shift apparently he did call at your hotel for a private talk. We had no knowledge of this and would like to say when staff are outside work hours they don’t represent Ledgowan at all and I have no control over what they do in their own time, but he spoke to you in private and not in front of your guests. Its funny how you turn the feeling threatened and unsafe card from him speaking with you, yet you thought it fine for us to stand at reception in front of our hotel guests while all 7 of you stood shouting at us? The next morning you asked to speak with me (in private this time) and told me about him calling to have a word with you, when I mentioned and pointed out your conduct, you could reflect on things and actually apologised to me for your conduct toward myself and my colleague. And your words were that they were very difficult guests/ clients and demand everything and you had to be seen to be doing something.