"A stroke survivor on a mobility scooter rolled through the automatic doors, the soft hum of the wheels slowing as the scooter came to a gentle stop at the reception desk. Kirstie, the assistant manager, greeted me with a bright smile and a warm “hello.”
I gave her my name and explained that I had a reservation for two nights, arranged by the Scottish Government.
“Mr Carnegie?” she said — that’s me.
I told her I was a few hours early because I had a Zoom meeting at noon.
Without hesitation, she replied, “Your room is ready,” and when I asked if I could have a private word with management, she immediately said she would take me herself, along with another member of staff.
The Room & The Care
Ground Floor, Room 046.
Massive. Clean. Comfortable. A room that felt like someone had actually thought about accessibility rather than just ticking a box.
I asked if they could unpack my bag and hang my suit and shirt.
Done.
A fresh coffee was made for me.
A pen and notepad were placed beside me.
My last request was simple but important:
“I’ll need a bit of help getting dressed in the morning.”
They didn’t blink — just nodded with kindness and said it would be arranged.
My meeting finished just before 1pm, and I felt settled, supported, and ready for the evening.Dinner Service
At 18:15 I made my way to the restaurant. Allan was looking after me that night — friendly, attentive, and genuinely interested in making sure everything went smoothly.
I ordered the curry and finished with vanilla ice cream.
Simple. Comforting. Exactly what I needed.
Afterwards, we chatted — the kind of easy conversation that reminds you that good service is really just good people.Coffee, white with two sugars.
Orange juice.
Porridge.
Two slices of toast with marmalade.
Simple, warm, and exactly what I needed.
After breakfast, I stopped at reception and asked for assistance once I was showered and shaved.
“Just call when you’re ready,” they said — no fuss, no hesitation.
When I was dressed in my shirt and trousers, I made the call.
Kirk, the assistant manager, arrived with kindness written all over him.
“What can I do to help?” he asked.
My socks and shoes, please.
A Windsor knot for my tie.
And help with my braces so my trousers stay up.
He did it all with care, chatting about his new promotion as he worked.
Then he helped me into my suit jacket.
By the time we walked back to reception, I looked — and felt — like a million dollars.
A taxi was arranged to take me to my two meetings, and off I went.
The Return
Around 17:30 I returned to the hotel, and my body was hurting.
Allan helped hang up my suit while I took my medication.
I phoned down to ask if it was alright to eat in my room.
Twenty minutes later, Allan arrived with my dinner — thoughtful, respectful, and exactly on time.
I fell asleep by 9pm and slept straight through until 7.
The Goodbye
The next morning followed the same gentle routine.
At ten minutes to nine, I rolled into reception to say my goodbyes — a tear in my eye, a crack in my voice.
I told a few members of staff that I had spent almost fifty years serving people from all around the world, and no two days had ever been the same.
Then I left the hotel.
And at the tram stop, no one knew that I was crying in the rain.
Yours faithfully,
Rikki Carnegie"
