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The Marcliffe hotel has reopened after it closed to implement new systems and focus on service excellence following the results of a survey.
The hotel closed for two weeks from 5–16 January 2025 to implement new systems and deliver tailored training.
Following the recent announcement of a multi-million-pound investment, the hotel produced a survey which aimed to solicit feedback on what guests wanted to see in the future.
Over 26% of comments highlighted the importance of celebrating and preserving the hotel’s Scottish charm and its strong ties to the North East.
Alongside this, 37% called for more refined room designs, enhanced menus, and memorable events.
Lastly 34% of respondents cited a need to embellish the hotel’s luxury offerings including upgraded spa facilities.
Stephen Carter OBE, board member of The Marcliffe, said: “We’re incredibly grateful for the overwhelming response to the #MyMarcliffe survey. The guest feedback has been invaluable in helping us prioritise areas for investment. The desire for elevated and friendly service came through loud and clear, and we’re dedicated to making meaningful changes. This is a time for us to invest in our team, ensuring they have the support and resources needed to start delivering the exceptional experience our guests deserve.
“During this period, we will also use the time to guide our culture and shape our behaviours, ensuring that our core values are reflected in every aspect of our service. Of course, this is just the first page of the next chapter of The Marcliffe and guests should expect to see enhancements over the course of the year. By focusing on the fundamentals, like outstanding service, we aim to uphold the legacy that has made our hotel special for many years.”
