Sure Hotel by Best Western Lockerbie

Last night was the worst ‘customer service' (if I can call it that) I have ever experienced. The staff were rude, aggressive and inefficient. Definitely some customer service training needed. I won't be back but thankfully, there are other places nearby where the staff are lovely.

Really comfortable hotel with well appointed rooms. The staff were exceptionally friendly and helpful, especially when I left a pair of trousers behind and they arranged to post them back to me. Would certainly go back to stay here a s a great jumping off point for exploring Dumfriesshire.

Just been here for business. Owner Glen and his family running it were very helpful and friendly, his daughters were always there to offer drunk top-ups and have a chat at the bar! Food was great and rooms were clean and recently upgraded. Parts of the hotel are dated, however, Glen himself acknowledges this and is constantly investing in improvements. A year or 2 down the line, they may have another star for the hotel. Will be back.

Stayed at this hotel with the Australian Synchronized skating team and we were treated perfectly. Glen and his team made sure all our needs were met and always went above and beyond. We had dinner at the restaurant every night and the food was catered to suit all our athletes. Would stay here again without a question.

Really baffled by the terrible service of the manager. Avoid if possible!! We tried to block book all of their rooms for our wedding nearby, and after repeatedly asking for payment options was eventually told we could not do this for taking too long.. Bizarre! I even rang up to ask why they didn't want to take our money, and the guy hung up on me abruptly. A lot of money to turn down for no real reason. Hope somebody gives this guy a hug.

Absolute terrible hotel, owner arrogant, rude and a liar. We spoke to him in August for a wedding buffet. As it was a very small wedding he agreed do do us 3 tables and food, then on the day of the wedding he denied ever speaking to us and blamed the groom. As it was not a large wedding he obviously didn't want to accommodate us, even though it was part of the package through the Auchen Castle. Parents of the bride was staying in another hotel so we all went there and they could of not done enough for us. The bedroom door did not shut properly. Tv did not work and would not supply extra tea or coffee in room. He even locked them out of the hotel on both nights they stayed there and they had to ring him When we got there on the morning of the wedding he was at the desk in the entrance, desk was very cluttered with paperwork with people's details on and he didn't even say hello. I have never been to a hotel like it in my life and would never stay in his hotel again.

Graham who I believe is the manager. Is both verbally abusive and employed tactics of physical domineering to intimidate guests. He will openly mock you if you question the standards within the hotel. It's a lovely place just beware of the management because at times we didn't feel physically safe there. Very disappointing.

I appreciate that this is an old property, but the noise/soundproofing is atrocious. The floorboards are unbelievably creaky, and it's most disturbing in the morning, particularly when I wanted to sleep in. I could hear whole conversations from next door word-for-word. I asked to speak to a manager at check-out; they were unavailable, and I left my number for them to call me. 5 days later, no call. If you want to sleep in peace, don't bother with this hotel. Additionally, most confusingly, the TV in my room turned itself on at 4.30 am. Haunted, broken? I shan't be returning to find out.

Lovely hotel serving excellent food. Friendly welcoming staff, I felt valued as a customer. Rooms are modern, if I'm being picky, more attention could be paid to cleaning doors and kettle and the towels had reached the end of their life! Apart from that, the well equipped bathroom was spotless. Beds were comfortable, rooms well equipped with a tower fan, iron & ironing board, easy chair, luggage rack, kettle & refreshments. The communal rooms are inviting. Perfect stop over hotel.

Fantastic stay in this hotel, I stayed for 3 weeks so I got to know it well, all members of staff were very welcoming from catering staff to room staff and nothing was ever a problem if I asked for something. It's a home from home, breakfast is amazing dinner is top notch food done really well with a fantastic menu, spotless rooms and very well looked after, highly recommended

This hotel has many knowledgeable, friendly people, but the hotel is old and needs much love. We were also only given 1 hour notice that the water would be turned off and I was asleep which meant I only had 10 minutes to get ready which was not enough time for a family of three.

Originally booked the other Best Western hotel the Dryfesdale but received a text on the morning saying we had been moved to The Sure. Upon arrival walked in to a messy reception desk and no staff. The manager then arrived and explained that the sister hotel had no staff but he had upgraded our room to a similar standard. We walked up extremely dirty staircase to our room. The room on the surface looked ok but the top of the headboard was really dusty, no toilet roll holder and the mugs chipped. We had a problem with hot water to the shower to be told that the boiler had only been turned on 2 hours previously. As mentioned before heating was on and it was 27C outside. The evening meal was ok but didn't expect frozen veg. Breakfast was poor value for money £10 for continental breakfast. The waitresses had extremely short skirts and when leaning over the table whilst cleaning them showed her underwear, not very professional!

The staff in bar and doing meals it was like the blind leading the blind no one had a clue what they were doing waited over a hour for our meal on a table of six and only one had eaten none else had had food when we told the staff they didn't realise we had not been given our meals disgraceful it was also a really hot day and the heating was on full pelt a number of people asked if they could turn heating off and were told they couldnt as it would leave the guests without hot water it was a proper sham

Thank you so much to the hotel we had a lovely weekend getting married and making memories with all the family. The hotel attended our every need and were very accomodating and friendly The owner Glen was away for the week but we had his lovely daughter Erin who was amazing, she's a true professional and easy to get on with. Also Martin who stepped in while Glen was away he was very easy to communicate with and so attentive to the wedding party and the following day gave us the same treatment nothing seemed to be a problem or too much for him Thank you all for making our day as special as it was

Had an excellent stay here. Staff very helpful and pleasant. Food good both evening and breakfast. Room lovely. Excellent shower and comfortable bed. Hotel very clean. Will definitely be back when in the area.

From walking in to leaving we were made to feel more than welcome. The room was perfect, our evening meal absolutely fantastic and the breakfast don't even get me started on how good it was. I asked for Baked Beans and got some !!!

The room pictured is the room I had. Directly over the main entrance. Lovely room and lovely hotel. Sadly the bar and restaurant were closed as there very few people staying. Lovely hotel though and would stay again if passing by. Nice little town. Check out the memorials

We stayed as a family of 4 for 1 night while travelling south. Straight away the children played in the park and we could watch them from inside at the bar and restaurant, what more can you ask for! Restaurant was very clean and nice food. Room was clean and lots of towels! Staff were lovely. If I had one compliant it would be the heat, everywhere in the hotel was roasting, all the radiators were full. I think giving the fuel crisis the hotel could save some money and turn it down. For our next trip south we would defo consider this as a stop.

The mixer tap in the bath, which was also the shower, both taps were plumbed in to the hot water, so once the water got scalding hot, it could not be cooled down. I tried just putting the cold tap on, but this too ran scalding hot. I was forced to abandon the shower and I had to fill the sink several times in order to wash my hair and body. The bathroom fan didn't work, the radiator knob was broken, the light over the desk didn't work, one of the bedside lamps could only be controlled by the plug switch, the channel button on the remote control adjusted the volume and the volume control adjusted the channels. When I mentioned these to the receptionist the next morning, especially about the scalding water, I requested that she write these things down, so that these faults could be addressed, she wrote nothing down, seemed not surprised by my complaints, she was very pleasant and did apologise that I hadn't enjoyed my stay, but whether any of these faults will be addressed is anyone's guess.

Decent room at first sight but with a few drawbacks - no rubber bath mat or grab rails for the shower, curtains that did little to keep out the floodlighting on the front of the hotel, and a lot of traffic noise from the adjacent M74. Breakfast and service good.

Staff were friendly and helpful throughout my stay even with me doing weird 3/4am finishes for work. Was able to dine in the restaurant on a few of the night and on both nights the staff were quick to take orders and bring items. Food was excellent and tasted great and a good price

Arrived here after a long drive , was using as an over night stop off on our way further north. Handy location for that but on arrival at 9:30pm, no restaurant available and the bar was also shut. Appreciate closing times for the restaurant as we were pre warned, but for a hotel bar to be shut at 9:30pm is poor. Staff were friendly, the rooms were a little dated , especially the bathroom. Decided, due to the fact no food in the hotel, to order a takeaway and refresh with a shower. The shower pressure was very poor and only enough towels for 1 shower . Rooms are by traditional key rather than card. Breakfast was ok the next morning, choice of cereal and a waitress served cooked breakfast. This was tasty enough and freshly cooked. The staff here try hard but it's hard to give a good score when the hotel doesn't offer what you'd expect. We will be doing the same journey every couple of month or so for the next few years, but, we won't be staying here again as our stop over.

The hotel is closed until 3pm which means you can't even get a coffee unless it's in your room. The toilet seat was broken, no blinds on the bathroom window. The plug on the sink didn't work properly

Very poor standard, there's not much choice around that area which is probably why they get away with it. Doesn't look like the website, expect a really poor B&B and you won't be disappointed. I'd travel to Carlisle or carry on further up the motorway instead.

The room was nice enough to be fair. It was the customer service that let the place down. We were stopping on a Saturday night, so we rang on Friday night to arrange a meal in the restaurant. We were told there was no need to book because it was quiet, but we then rang when we were 10 minutes away & were told they were fully booked. We made alternative arrangements for food & went to the hotel later. It was quite obvious the restaurant was dead, to the extent that when I asked what time the bar served til, I was told it was a quiet night, so closing early. It was clear that we were an irritation to the girl in charge. Service was shoddy, hotel was OK, could have been good with better service.

Good hotel with bar and restaurant. Reception staff also serving in the bar as is to be expected. Bedroom was clean and the bed comfortable. Plug sockets by the bedside a plus - often missing at other hotels. Strangely the over bed light was difficult to reach. Bathroom had a shower cubicle which was a bit small for me. There was no proper shelf to store razor/ toothbrush etc. Restaurant was very good and friendly service. Would stay again

Large hotel that is well decorated & clean. Skeleton staff, doors don't open till 3pm as shut all day. Nice room, well equipped & clean. Food was surprisingly good I had the chorizo & prawn pasta. Service quick lots of staff, not so many diners sadly

We stayed here for the weekend as we were attending a family wedding along the road. Rooms were clean and the bed comfortable. Attentive staff (special mention to Shauni ) after they sorted our pre paid deposit out! Breakfast both mornings was excellent - self serve buffet Saturday morning and freshly cooked pre order on Sunday. Overall a very pleasant stat.

Been for several meals here and loved it every time. The menu is always changing and we like that, we are always made to feel welcome too. The outside area is beautiful on a hot sunny day when you're fancying just a drink. The new makeover has really changed it up!

Just got up for breakfast at 9.05 on a Saturday and for some unknown reason this hotel stops serving breakfast at 9am. I've literally stayed in hotels all around the world for work and this is the earliest finish I have ever seen. My advice would be book somewhere else.

Excellent friendly staff , very attentive and very well mannered, food was cooked to perfection and of good quality, Erin the waitress on evening dinner couldn't do enough for everyone along with the rest of the staff , hotel rooms are spotlessly clean along with a comfortable bed for a good night's sleep , Will definitely stay there again .

Saw the review of the SURE Hotel, although it still trades under the Queens Hotel, although shown as a Best Western. Hotel out of the way, presence nice bedrooms recently renovated, bar area and restaurant combined. Down side it has a Pool Room which is noisy if staying in a bedroom on ground floor. Over charged for two breakfasts which we did not take (£15 each x 2) £30.00. Mmmm over priced. This was added to my bill automatically which is alarming and without consideration. Asked for a refund , and I am still waiting for this, checked with bank and not received, so had to phone hotel, stating it takes up to 5 working adys, although your money is taken immediately??. This is not acceptable.

We cannot rave about this hotel enough! We stayed here with our 6 and 18 month old sons….both very vocal and boisterous! Ha ha! Yet the hotel couldn't do enough for us and made us and the boys feel more than welcome. Our 18 month old still has milk in the morning and night…..we were just going to go to the local shop to get some milk but the staff happily obliged to provide us with milk over our two day stay ❤️ Thank you so much to the manager and his wonderful staff….our friends have recently moved to Lockerbie and this will be our continuous go-to for a place to stay when we come to visit them!

Stayed just as a passing through visit and I was not disappointed! The bedroom was spacious and clean with nice big bath sheets!! Food in the restaurant was fresh and full of flavour! The staff are the cherry on top for my stay as from the minute of check in they made me feel welcome! Definitely will be back again to see everyone! Thank you Sure Hotel you are amazing!

These are times when hotels are a really mixed bag, some do not service your room and blame it on covid, whilst others serve sub standard food blaming staff shortages, however this charming hotel restores your faith that things can be done right without excuses, the rooms are fresh and clean, (and cleaned throughout your stay!!). The staff here are without doubt the stars of the show, so friendly, happy and helpful at all times (more so than the card machine!). Special shout out to Erin, so courteous and engaging, a real asset to the hotel! Hope to stay again soon.

stayed here with family for our annual gathering, there was 20 of us! The hotel was so lovely and the staff were amazing couldn't be more helpful with plenty of allergies and intolerances in our family we can be quite a difficult bunch but the meals couldn't have run smoother. With everything on offer either gluten free or vegetarian etc: and the staff were more than welcome to accommodate to ALL our needs. The rooms were so comfy and cosy with a massive bed and all the appliances being very clean! Would definitely recommend. 11/10 :)

We've stayed before and just keep coming back as this hotel is excellent! From check in with Megan, dinner service with Erin and Lillie and then Breakfast with Megan and Glen. It was great!! We particularly loved the Korean fried chicken starter and the main was a chefs special of Chicken Tikka Masala was so fresh and didn't blow your head off with the spice factor!

Hotel on outskirts of Lockerbie. Friendly arrival by Laura who organised our room but also asked if we required a dinner reservation. Good business! Food was excellent. Room was clean and smelt clean. Bed very comfy and had a great sleep. Overnight it did get very hot in the room. Had to open windows in the morning to let fresh air in. Breakfast was good though the milk had ice in presumably to keep cold but it tasted a bit watered down than normal milk. Full breakfast was excellent. Will definitely return for a chilled time.

We got a last minute wowcher deal for 2 rooms including breakfast & cream tea on arrival. The rooms were spacious & very comfortable, the prosecco, Tea & scones were a lovely touch once we had checked in & we ate in the hotel restaurant in the evening. Breakfast was a lovely full breakfast & the location just off the motorway was ideal. The service we received throughout our 2 night stay was exceptional & I would definitely stay there again. Oh yes the floor boards do creak but it is an old building so wouldn't expect anything less. P.S This is not a complaint just an observation but either the plates are too big or the tables are too small. The plates are large & once you have a glass, cup & saucer, side plate, tea pot, milk jug etc its just way too cramped.

My husband and I stayed here as part of a groupon deal with cream tea and Prosecco on arrival. That was lovely. The stand outs for us was the service from our two waitresses who were there from the minute we arrived to the minute we left. Lovely girls. The food exceeded our expectations and it was a lovely menu. I can recommend the steak. It was beautifully cooked. I also loved the chocolate desert. A real treat and beautifully presented. The room was tastefully decorated, warm and cozy with a very comfy and HUGE bed. Perfect for our walking holiday base. The floorboards were squeaky and bathroom floorboards uneaven with a noisy toilet when flushed that took ages to quiet, but It didn't detract from our stay. I've mentioned it as that's why I couldn't rate the stay higher. If you like walks there's a 3 mile walk round Castle Loch a short drive away that was perfect. We also went further afield and drove to Glentrool and basked in the magnificent Bruce's stone and views across the Loch. Thank you all for a super break away. Amazing value, great service from everyone. It's just what we needed. We really appreciated the care you took to make us feel welcome and comfortable.

I really don't know where to start with this. Let's start with the positive: the room was clean. That's really where the positive ends. The bed was tiny and extremely uncomfortable. The decor was badly in need of attention. The bathroom to be honest needs ripped out and completely redone. The service from the front desk was pretty mediocre - asking for the WiFi password was made to sound like asking the impossible. Needless to say we won't be back.

What made this experience truly wonderful is that this is a family run hotel. Glenn and his daughters (lovely girls and are very much a credit to their parents) they are very hard working, professional, attentive and nothing at all was too much trouble for them! The rooms were very spacious and comfy, and a bonus was you felt you where in the middle of no where but you could drive literally 5 mins and have everything you need at your fingertips :) Thoroughly enjoyed my stay with Glenn and his team and I would highly recommend!:

Very friendly staff from start to finish especially the young girl who served dinner and one that served breakfast. Food was excellent although breakfast could do with beans or tinned tomatoes as it was a little dry but still very tasty. Nice clean room with all the necessary facilities. Car park could do with a resurface as I went over on my ankle due to a small pot hole but otherwise a very nice stay over!

Really over priced, underwhelming experience and not memorable apart from the way the manager spoke to his young staff, disgraceful really. The bar area is the nicest, but the car park is like a minefield.

Great room. Lovely friendly staff. Very clean. Breakfast a bit dry, needed some beans! Very good stay. Easy to find just off the motorway loads of parking available. Great touches in the room. Would definitely recommend

Where do I begin? From our warm welcome at reception, our attentive staff at dinner and our amazing breakfast we loved our stay at the Sure Hotel! Megan and Kirsty and all the team have exceeded our expectations with there service! I'd highly recommend to anyone!! Can't wait to return!

I booked 2 rooms for a visit to a local Race horse trainer. One of the rooms had to be cancelled due to failure of a Covid test. When i allerted the Hotel it was 10 minutes after the 4 pm deadline the previous day. I was actually told by the Owner the deadline for cancellation was 48 hours before (this was not correct). But he seemed adament that i could not cancel one of the rooms. When we arrived the car park was like an unmade dirt area. The hotel looked drab and un inviting. The decor was old and dated. The lighting in all areas was very dark and dingy. The room was tatty and the toilet didnt flush correctly. At midnight the Tv came on automatically and woke us up. The control of the shower was not working. Generally it was a rather disgusting place to stay.

Had two nights here the first weekend in September. Hotel was comfortable. Asked for a bacon butty to take out on my first morning to get charged £15! Classed as a full breakfast! How can the hotel charge this price for two slices of bread, 2 slices of bacon and some foil! Some of the evening meals were cheaper! Spoilt my two night stay.

From walking in to leaving we were made to feel welcome. Our room was lovely and clean, we had our evening meal in the restaurant the food was delicious, I had the steak which was cooked to perfection. I can't praise the waiter's and waitresses enough they were so polite and pleasant. The breakfast was equally delicious. The service was amazing.

The hotel is located is close to the exit 18 of the A74 (M) for Lockerbie so ideal for a stop-over if going to northern Scotland. The set-up is quite typical where large hotel chains lay their hands on such properties: cute mansion extended at the back with modern amenities comprising a large wedding room and conference facilities. There is a comfortable lounge, small gym and snooker/TV (?!) room. Our superior room was so cramped that the mattress was just too small for the bed frame, which was sticking out at the corners. It offered just the tea/coffee facilities. Bathroom was rather cramped. Dinner was of decent quality and judging by the number of patrons, food was well appreciated locally. We had quite an original burger and salmon pasta. Staff, whilst helpful, could do with some customer relations training, especially when addressing female guests.

Many use this as a stop over between journeys up and down the country, but it also hosted a wedding when we were there. Small dining facility but an interesting menu and good food. Also drinks on the terrace in full sun.

We had an overnight stay on our way to the highlands. Super ideal location for a stop over. Though you cannot hear the road noise at all. Super clean and comfortable room. There was fan in there as the weather was unusually warm. Super friendly staff. We had dinner in the hotel. Super tasty.. with high quality ingredients. Small menu but ideal. It was focussed on quality. Super Scottish breakfast and hospitality. Look forward to staying again.

A welcome atmosphere from entering the front door until leaving in the morning good food and a breakfast to set you up for the day, to allow t enjoy your travels round the area, anything was not a problem for the staff who were always available.

Stayed here for an overnight stop on our way back south from Aberdeen to Blackpool. An ideal location, just off the motorway, with plenty of parking. A nice outside drinking area with kids play area and an outside balcony with comfy seating to enjoy a pleasant drink. The hotel is comfortable, clean and welcoming. We ate at the bistro and food was fine, if uninspiring and a little on the dear side for basic food e.g. linguini bolognese £14.95. The room was well equipped, but unfortunately incredibly hot, as we stayed on a hot day in July and there was no air on. We stayed on the first floor, so had to negotiate a few stairs as there was no lift. We would probably stay again if we wanted an overnight stop on our way up to north Scotland.

Went here just for a meal. Menu was really small and very uninspiring. Food was bland and lacked any effort or imagination. Kids burger was horrible, tiny, burnt and dry. Adult meals tasted like they'd come from a jar. Totally uninspiring and disappointing. It's a nice spot for Lockerbie and the place itself is smart so it's a real shame that the food lets it all down. Fairly expensive too.

Just a quick overnight stay en route south, but a very comfortable stay in a large room, peaceful and quiet, despite the proximity to the motorway. The rooms have obviously been revamped recently, and the bathrooms should follow suit, but clean, endless hot water and everything we needed. Both dinner and breakfast were hearty and delicious, and we loved the gin tasting menu! The Manager deserves high praise for everything he does - and I mean everything!

Had a really lovely stay at this hotel en route up to the Highlands (so really recommend it for this as close to M74). Very comfortable room, excellent dinner followed by super Scottish breakfast the next day. Very personable and friendly manager - many thanks to him for swapping the bottle of wine because we didn't like it! We will be back if going that way again.

We were due to hold our post renewal celebrations at The Dryfesdale however, with one week to go, Glen suggested a move to The Sure Hotel saying it would cater to our needs more. Initially we were worried about this (although we were told we could keep things as they were if we wanted) The Sure Hotel did not disappoint ! We were met and greeted by Andy, what a lovely welcome ! Glen told us he had wanted us to have a special bed and had put together a four poster for us that morning ! Our room was beautiful and the bed very comfy indeed ! The bathroom could do with a little updating, we had an issue with the shower which Glen fixed immediately, even if it didn't fully resolve it. But this did not spoil our stay. Andy was ABSOLUTELY AMAZING from start to finish, a real people person who went above and beyond make sure ourselves and our guests had everything we needed. He was very personable and made us all laugh but remained professional at all times. He made sure we all knew the strict COVID 19 rules and guidelines, but made sure this did not spoil our special occasion. We opted for a choice of menu for our guests. It has to be said the food was outstanding, really tasty and arrived at the table hot and beautifully presented. Our evening 'buffet' was laid out on our three tables; a lovely selection with some extras we hadn't expected ! We had the use of the wedding breakfast room and two lovely lounge areas with comfy seating and an outside veranda, meaning we could socially distance within our households and family groups. All in all we can't fault The Sure Hotel and want to thank Andy again for being our perfect host.

My son's wedding had to be postponed in March due to Lockdown. Glenn and his team made sure that their wedding reception yesterday was perfect. Food was first class and the venue was set up very well to make us all feel safe and secure. Weddings these days might be different but small and intimate is still beautiful and better than cancelling. We still had family and friends view the ceremony via webcam. You can still have a lovely day. Highly recommend the Sure hotel and Glenn and his team. Thank you.

Excellent service from all the staff, great food, lovely warm bedrooms, booked for a overnight night stay with elderly mother and wife , nothing was too much trouble for the staff, first class evening meal with a great choice on the evening menu, same applies to the breakfast, only minor drawback that there is no lift which was a minor inconvenience for mother, overall a great place to stay

Dear Glen Andrea and I wanted to drop you a line to say a huge thank you for the way you and your team looked after us during our stay last week and leading up to our wedding, Tuesday 1st Sept. The team were amazing, couldn't do enough for us and the bottle of bubbly when we returned having married was a great touch. Having arranged our wedding via the Gretna Wedding Bureau and opting to stay at your other hotel Dryfesdale as part of our package, this did not happen but we were not disappointed by the Sure which means we may have to return next year to the Dryfesdale to celebrate our anniversary. Thank you, Pat and Andrea

If you are thinking of a short get-a-way or even planning to get married in Gretna as we did, you cannot go wrong with booking this Hotel. Glen (owner) and his team could not do enough for us to make our wedding stay special. We felt that they did everything they could to make our COVID wedding a memorable experience. The food in the restaurant is best in class with a menu that we worked our way through with the help of our guests, every dish was delightful. The Hotel has just through a major refurbishment to a very high standard, but respectful to the building, especially the old part of the house. Thank Glen and Team for providing us with very happy memories of our stay with you.

The staff could not have been any more helpful,friendly and attentive especially considering the public restaurant was full and there was also a wedding party in a private function. The young waiting staff are a credit to the business. Very well managed set up. Covid measurements in place are of the highest standard but not intrusive and certainly doesn't effect the dining experience. Quality of food is fantastic, great portion sizes, very prompt service. We were also offered to take home some side dishes that we couldn't quite manage to eat, one of the very few places I've been where they will still offer a ‘doggy bag'. Beautiful decor and lovely grounds to sit outside after your meal with a drink also a wee playground for the kids. 100% recommended and will definitely be our new go to place for eating out.

Visited earlier in August 2020 on a blazing hot Scottish afternoon. Pleasant drinks outdoors and well tended to by bar staff. Highlight of stay was evening meal. Superb food. Absolutely outstanding food cooked perfectly. I will echo other reviewers thoughts. Covid is taken very seriously, and I am pleased to see that. Downsides? Family room for 4 was a little cramped, but was really good value, so would say it was value for money. No breakfast, but breakfast boxes in room consisting of pastries, fruit, yoghurts. Shame I couldn't eat the chefs food again for breakfast. In summary, staff wonderful and attentive. Good value for money. But that restaurant is superb.

We ate here on Friday 14th with two friend's and the restaurant was busy. Pleasing to see that the owner and staff take on the Covid compliance seriously - Great job guys antibacterial hand sanitiser on every table and all staff wearing masks. The food was fantastic especially the rump of lamb and the steak pie and our friends loved the environment and quality of the food including how seriously the establishment took Covid compliance compared to down South. We were out walking on Saturday15th enjoying the sunshine and decided to pop back in for a drink and snack. The place was near full inside and nearly every table outside was also taken up with families all enjoying them selves and I must say the kids were well behaved and a credit to their parents THIS PLACE IS CHILD FRIENDLY and so is the owner and his team. The service was spot on and the waiting on staff attentive with table service considering the weather and additional levels of service that the staff undertake. We aren't quite used to yet “The new normal” It was that enjoyable we decided to eat again on Wednesday 19th for a special occasion and it didn't disappoint every table nearly full and everyone enjoying themselves and the team made it a night to remember. The seafood Chowder was really tasty and filling and as a special on the starters this should be something that appears on the menu more frequently. Thanks to Glen and his team for making the visits as normal and enjoyable during these difficult and challenging times where the normal is now slower paced due to the additional levels of compliance. Remember... It's been a long time locked up with no luxuries or socialising. This needs to be maintained by everyone to ensure the restaurant is open for our enjoyment.....We don't want to go back into lockdown again like down south of the border or other countries. Thank you again and all stay safe.

Very friendly hotel staff who made you feel very safe in these uncertain times. The rooms were excellent and all the catering staff were friendly and helpful. The facilities were excellent with a lovely veranda to sit out on. A lovely gluten free breakfast was delivered to the room at the time ordered which was a bonus. Would recommend this hotel.

Food was reasonable. Service was disjointed and very slow. Empty plates sat on table for half an hour and had to keep asking for a drinks menu and chasing up drinks. Wasn't busy either. Staff were very friendly.

Only family friendly if your children sit in silence. I can't quite believe how badly our meal went. Our baby was being vocal, giggling and squeaking, not running riot or having a tantrum but being a baby, and were approached by the owner and told to keep our 11month old baby quiet. Did he do that that after we finished our mains, no he did not, we had ordered are deserts and had one mouthful, you got the money for deserts we couldn't eat. So the only way to keep him quiet is to leave. I left feeling like the world's worst mother. As a tired mum and hard working nurse I can tell you I will not spend a single penny of my hard earned money it that hotel or any others you own! I'm so upset.

Stopped for one night on a flying visit to Scotland to take a relative home. We had a very pleasant stay and felt really safe and secure. Staff were excellent and explained all the new procedures that have been put in position to combat the Coivid-19. Breakfast is grab and go that you eat in your room - is deliverer and placed outside your room at your nominated time. It wan't our cup of tea but something is better than nothing. This last point should not overshadow the excellent service that we received and the pleasant and enjoyable stay we experienced. Thank you and hope to see you again on our next visit.

The hotel was perfect. The hotel and rooms were modern with traditional taste. Very clean and staff were brilliant. Great location. The location was ideal for us. Everything went to plan and no problems whatsoever. Will definitely stay here again. Thankyou.

Went out last night to the Sure Hotel for an impromptu family meal. Was pleased to find a pair of very friendly waitresses greeted us and managed to find a table for us. Never been before, but heard great reports, so we thought we'd try. Really nice lounge/ bar area with modern, warm, cozy appeal. Food was good and arrived promptly, but maybe could do with a wider selection on the menu. All-in-all a very pleasant a satisfying experience, 4 of us fed and watered with 2 courses- Job Done- Thank-you.

We booked the hotel for ourselves and our guests for our recent nearby wedding, we also had our wedding breakfast at the hotel. Glen & his staff, with particular mention to Laura, went above and beyond in making our stay better than we could have imagined. They were attentive to our every need, and went over and above our expectations. The staff truly care that you have an enjoyable stay. The rooms are lovely, the restaurant and lounge have a wonderful atmosphere, the food was delicious (both the food ordered off of the menu and our wedding meal were wonderful) and prices are reasonable. We will definitely be back for a visit next time we are in the area.

Great hotel in a great location if your traveling between Scotland & England. Recently re-furbished to a very high standard and customer service is second to none. Food was exceptional and breakfast probably one of the best i've had this year

First off Wow! Not been in since the refurbishment so dropped in for Dinner on Saturday night greeted by the owner himself and although the bar was full of customers dining, he took the time to show us the full extent of the transformation! He showed us the new rooms and fu ction rooms... Absolutely stunning! We were then shown to our table by a lovely young waitress. We ate in the bar as it was a bit less formal, we had the sirloin steaks, cooked to perfection, hats off to the chef! After dinner we decided to stay for a drink and sat ourselves down infront of the log fire.. Bliss. Highly recommend and will definitely be back!!!

Stayed last night and had a room sleeping 3 at the front of the hotel! Room was lovely with new fittings in the room and everything was clean. Great hairdryer, kettle - room well appointed with lots of towels! Breakfast buffet was delicious! Hotel in general looks very modern and wouldn't hesitate to recommend it!

The hotel has the most friendly and attentive staff, it was lovely and clean and the bar prices were surprisingly low. Nothing to ruin the stay at all. The recent upgrade to the hotel interior works well and looks good.

My wife and i decided to try the Queens for an evening meal, the food was beautiful could not fault anything the steaks were the tastiest we have had and was served by the owner himself, the building is looking amazing after it's refurbishment keep up the good work.

I stayed recently at the Sure Hotel as I was doing some work in nearby Springkell. In my spare time I visited the Lockerbie Memorial Garden in the Town Cemetary and the smaller memorial in Sherwood Crescent. I also visited Carlisle and the Ukrainian Chapel a little out of town. I found the Sure Hotel staff really lovely - they answered every question I had and even wrote me a map to find various places. The breakfast was delicious and the room very comfortable, clean and peaceful. The Wifi was good and clearly labelled. The Sure Hotel is a ten minute walk from the train station and handy for everything you could need. The cute Shetland ponies living next door are an extra bonus!

Horror show of a hotel. Poor food and service during our visit August 2019. The owner “Glen” is a Basil Fawlty type character, however the place is definitely missing a Manuel. Would not return, overpriced and very grey drab interior and this is post refurbishment.

Visited last week and had an excellent evening meal. The food was 1st class and we will definately return as soon as possible to sample more. Mushroom ravioli to start, fillet steak for main and chocolate delice for dessert. Outstanding food, beautifully presented and our server was so friendly and polite. Didn't stay over but the owner has obviously been making a lot of changes and the hotel is looking really smart. Well done team!

I have tried this hotel 3 times since it was newly opened after refurbishment and change of ownership. Poor service, worse food, very drab ‘grey' decor and completely devoid of atmosphere. I wouldn't consider giving it a 4th chance.

We went for an evening bar meal. There were two other people there, the food was expensive and very average. The steak ordered was not of a good standard. The beer was flat....so was the second (replacement) one! The kitchen had a problem when we were there so the meal took ages. Sorry will not be back. Overall impression was poor, the place is absolutely lifeless.

We arrived very very late, dog-tired after driving all day and this hotel gave us the warmest welcome - very highly appreciated and very highly recommended.! Breakfast was just as enjoyable - great food and wonderful service.

We haven't been to this Hotel for many years and decided to go since the refurbishment. It was formerly the Queens Hotel. First impressions of the outside of the building are great, with its Scottish styling. The Bar area and restaurant has a sort of "Boutique" impression, decorated in a modern fashion, but with some original features. The toilets have been modernised and the whole downstairs function rooms look set to welcome large parties for special events. We understand that the rooms have been upgraded too. We just went for lunch and it was quiet in the restaurant, just a couple of other people who had turned up to make bookings. Of course this was very early in the day. The Haddock and chips at £11, is a standard price for this kind of establishment and was very good. The Slow Cooked Belly of Pork was excellent at £15. Drinks are priced at the average for this type of restaurant too. The overall bill was £37.25. Thanks to the Owner who showed us around the ground floor areas.

Booked a table last week for lunch at 1.30pm - Monday 15th July to celebrate my mother's 89th birthday. Very friendly receptionist and booking was confirmed. Arrived just before 1.30 on Monday and the front door to the hotel was locked. However, Natasha from the hotel soon opened the door and asked if we were the 1.30 booking? Apparently they don't usually open for lunch on a Monday, but because it was for my mum's 89th, they opened just for us! Hows that for great customer service, first rate in my book. Had a fabulous meal, I had a super burger, my wife had chicken breast and mum had shoulder of lamb. All superbly cooked and presented and plenty on the plate. Desserts were just plain delicious, my wife had the trio is sorbets, Mum had sticky toffee pudding with rum and raisin ice cream and I had the knickerbocker glory. Drinks included Prosecco and Malbec again all very tasty. Coffee and tea piping hot and tasty. The service provided by Natasha was first class, very helpful and attentive. This was our second visit and we will definitely be back. Thankyou for making the birthday lunch so memorable.

Hotel is adequate for a one night stay. Room a good size but in room internet was not good. We had problems with shower and also a heatercwhich would not turn off leading to leaving window open all night

Stayed here for one night on my business journey. Reception staff chap was really friendly, attentive and gave great hospitality. Room was clean and comfortable with a lovely large bay window. Parking on site. Breakfast was great quality ingredients. Room was clean and comfortable with a very comfy bed. Will stay again on journeys up to Scotland Thanks for a great stay

We wanted a hotel to break our drive from north Scotland to south of England. So pleased we choose this hotel. It was pouring with rain so we stayed in and ate in the hotel and the meal was good and very reasonably priced.

We have visited here a few times and the food and staff have been amazing. I would go as far as to say it's the best burger we've ever eaten! Our first visit, went without a hitch. Great food and wonderful staff. Mainly young staff but very attentive. Our second visit, again great, attentive staff but as soon as the owner appeared, the atmosphere changed drastically. Not pleasant at all. On our third visit, it was to become apparent as to why that change in atmosphere. What a horrible, belligerent man. We were absolutely appalled to hear him scream at a member of staff in an abusive way. No member of staff should need to tolerate that treatment, no matter what they have done. So, no matter how nice the food or the staff (owner omitted) we will never visit again. I hope those lovely young people go on to get the employment they deserve and this horrible man is left reeling from this actions.

Popped in here for an evening bar meal the other week, made very welcome by receptionist and barmaid. Ordered a steak for me and chicken for my daughter. Both arrived within reasonable time, my daughter liked the chicken and the steak was delicious. Baked cherry tomatoes were gorgeous too and I could have happily eaten a whole plate of them! Ended up with a knickerbocker glory which was huge, but managed it. Again barmaid/waitress and colleague were attentive even though we were out of the way a bit in an area overlooking what will be the playpark, but with a fine, warm, west view for the spring evening. Will certainly consider going back when in the area.

What a transformation from the old queen's Hotel,very modern and tastefully done but yet still cosy. A lot of investment put into this refurbished hotel. Staff great, all very friendly, both meals we could not fault also reasonable priced. Will definitely return.

Stopped here fo lunch an my way south, whilst the hotel has clearly had a makeover and looks better than I remember from my last visit the food offer is a bit expensive for what it is, quite basic pub food, what we had was nice although the service was a little slow we waited 35 mins for our food, perhaps they will get quicker as they get used to new surroundings, it's better than motor way services and has plenty parking.

Went for a family meal last saturday night as a prominent local hotel that has been refurbished recently we thought we would give it a try.The menu was basic and rather disappointing,the meal itself was not upto the £11 we paid each for it.I had the fish and chips and the batter was soggy and my husband had the fish pie which was obviously made with frozen fish as there was quite a bit of water in the dish.My children had the 3 course kids menu but sadly we left when we were waiting on the desert as we thought 40 minutes after the main course for 2 mini sticky toffee puddings was a bit much. Would i go back? No,theres an awful lot of things need improved and for the price there charging for there basic menu.I also spoke too 2 people i knew today and asked them what they had thought as well,one party didnt even wait for there meal and the other only paid for one of there meals due too problems with it.

Although the hotel has clearly had some money spent on it, it is clear that there are problems with management. Firstly my father phoned to book a table for four and was called back to confirm. When we arrived three different people asked our names and if we had a table booked. The owner was rushing around with a rumpled piece of A4 which I presume was the table bookings. We said we were celebrating a birthday and this wasn't even acknowledged; many happy returns would have been a polite thing to say. After being welcomed at the door we took seats in the bar area. Again asked if we have a table booked. When shown to our table after about 25 minutes it was only set for 3 - even though they had called to confirm that day it was for four. When one of us pointed out we were a place short the owner insisted it was there a moment ago. Food was good, large portions, hot and nicely presented, however it took a good 40 minutes to come to the table, which with no starter I feel is too long. The staff were friendly enough although a bit casual "yous guys" was said a few times. Furthermore, no one told us the specials, although there was a tiny board at the bar scribbled with a vegetable soup (mispelt vedgetable). Overall a bit disappointed with the visit, hopefully these are just teething problems, as clearly a lot of time and money has been invested in the refurbishment.

We pre booked thinking it would be busy but it was very quiet. On arriving we received a warm welcome and were seated in the bar. The decor is lovely. The staff were friendly. We thought the menu was quite basic. We had our meal and after sitting a while no one came back to us to ask if we wanted more drinks and decided to just go upto the bar to pay. I think the girls serving that night were being trained so understandable. Will try it again in the future, hopefully when the restaurant is open.

Had a lovely lunch . The menu has some different starters and flatbreads and sandwiches . Reasonably priced food and wine. Will definitely be back. Love the refurbishments making it look fresher......

We came here as this was where we had renewed our vows and the hotel has went under immense refurbishment , it is hardly recognisable ! We were greeted by smiling staff which I think personally is a great start , and were given choice of eating in bar or restaurant so as it was a special evening to us we chose the restaurant . Absolutely delicious meal , extensive menu , dessert menu could be better , but we had starters and main and they were absolutely delicious , credit definitely to chefs ! Steaks cooked to perfection ! The only thing was problem with computer from restaurant to bar so had to wait on drinks , and also when we went to pay the card machine wasn't working so luckily we had cash on us , but it's just newly opened so you expect hiccups in the early days ,but we shall certainly be back and highly recommend THE SURE HOTEL !! 5 stars all the way x

I visited this place last week expecting the staff and the hotel to have a few tweaks still to be done as it recently opened following a long shutdown, but as I arrived I was greeted and shown to my table straight away. The owner personally gave us a guided tour of the recent refurbishment, wow it looks amazing, the staff were so pleasant and really happy to help us through the menu choices we had. My boyfriend and I can't wait to come back with our friends. Definitely one of the best.

Fabulously contemporary vibe, yet cosy atmosphere. We will definitely stay again, the food on the menu made a refreshing change from the norm; so a return is a must to try more options; and meet the friendly Staff again who made us feel very welcome.

Having just recently opened again after a refurbishment we thought we would try it for a meal, big mistake!! Left hand doesn't know what the right hand is doing. I wish I had seen a menu before as the food on that menu I'm afraid is NOT restaurant food in my eyes, after a great deal of deliberation over the 7 main dishes I plumped for the fish pie, that took 40 mins to come, 6 lumps of salmon and 3 mussels I'm afraid is not a fish pie, pretty tastless in to the bargain, the burgers and tortellini just about passed the test. Two of our party went for puddings and one wanted the brownie with pistachio ice cream but it came with vanilla. After the meal we went for cocktails in the lounge, well it couldn't get any worse! Wrong!! 30 mins waiting on 3 cocktails and then having to go and get the waitress who was going round tables asking, is this yours? Just to round it off, when I went to pay the bill and standing for at least 5 mins the bar person looked straight through me to a crowd of other people wo were coming to pay, probably more important than me!! Will not be back!!

Thought we would try this new facility for a lunch after reading good highlights in our local paper. The building and interior has had a makeover in a semi contemporary fashion, unfortunately the lounge feels dull and a bit boring. The staff were polite and attentive, however their training leaves a lot to be desired. Our drinks order was taken promptly, (mine being a lime and soda as I was driving), I was asked if I wanted ice, and I said no. When it arrived it was loaded with ice. We let this go as it was only a minor thing. We ordered our food, my wife had Fish Pie which she said was fine although the clams were chewy. I ordered the Tortellini, when it arrived the server highlighted "Here is your Ravioli!!" It was Tortellini. Sadly it was only just warm enough; it had not been chilled by a cold plate, the outside edges of the pasta were slightly hot, however the core of the filling was barely warm. They really need to get their act together, a new venture with no experience may get away with these fledgling mistakes, however a large 'Professional' chain like this should be up to speed from day one. There are far better places to eat nearby so probably won't be back.

Trip advisor must update the photos!! The refurbishment is a total transformation of the old “Queens Hotel “ It is a must to go and see !! We enjoyed our meal on Friday night , served by helpful ,friendly staff . We were given a tour round the hotel by Glen ( the owner ) The change is amazing.Lookfarward to going back to try the Morning menu .

This beautiful country hotel was fantastic. The hotel was spotless, the staff were amazing, and the rooms were great! The staff was so welcoming we felt like we were visiting family. The hotel is newly renovated but it has kept all its charm. We are so happy we stayed here, and I suspect you will be too!

We stopped one night here. The owner/manager said he had bought it 6 weeks previous. He has started to make improvements. The rooms were recently refurbished very tastefully and comfortable. The rest of the hotel is dated but very clean and warm. All of the staff were very welcoming and professional

Very easy to find - just off motorway. It is very dated. The pub area is not like a modern pub, more like a front room and the pub menu was old-fashioned and expensive (£8/9 for an omelette). The room itself was spacious and the beds were comfortable. The bathroom really smelt of damp/drains, especially when we arrived and in the mornings. On a positive note, the staff were super friendly and helpful and the hotel was very clean. If you need to stay in Lockerbie and just require a comfy bed near the motorway I would recommend.

Staff were pleasant which is a positive - even went to the trouble of finding me clean wine glasses for our room. The room was in the extension part of the hotel a long walk from the check in desk which didn't reflect the images used to promote the hotel. Room was small and very tired. The bathroom was very old and tired marked black mold on silicone, a shower curtain that had orange staining around edges from the discoloured water ( old pipework causes this) the smell of drains was horrendous we put in both plugs to try and alleviate this problem and opened the window, kept the door shut too.We reported this in the morning and were given blank looks by the staff as if in disbelief that there was any sort of problem.The bed was uncomfortable and really hard. We couldn't even bring ourselves to have a coffee as the teaspoons weren't clean - stained and grimy. It was way over priced at £75 with no breakfast - wish we'd driven further to the Premier Inn! Do yourself a favour and stay somewhere cleaner, more modern and certainly cheaper!

The staff were really friendly,however the hotel is very tired and in need of some TLC if it wants to move forward. The breakfast was great but the dinner could have had a bit more effort put into it.