Dear Ralph, Thank you for taking the time to leave us your feedback. I am sorry to hear you didn’t enjoy your stay with us, as it is our sole goal to ensure that every guest who stays with us experiences the very best of Highland hospitality. We do however take issue with the version of events presented within this review. The Bosville is made up of three 19th-century listed buildings. This means that we have a property full of character, however we unfortunately are unable to add in an elevator to allow access to out guest bedrooms. Due to our location in the centre of Portree, we do not have our own private carpark, the spaces outside the hotel do not form part of our property, however they are available for our guest’s use on a first come first serve basis. It is vitally important for us that that our potential guests are able to make an informed decision prior to booking with us, and we do state explicitly on our website and on all other third party booking sites that we are unable to offer an elevator or onsite parking. Indeed we write to all guests prior to arrival, inviting you to inform us of any special assistance that may be required in relation to access. On checking our correspondence, we do not appear to have received any reply from yourselves before you arrived. It would appear that you have missed all of this information when making your booking, it is incorrect to state that we attempted to mislead you in anyway. As soon as the team on reception were aware of the access issues that that the potential to impact your enjoyment of your stay, we made every effort to rectify the situation including an offer of an upgrade to our sister property, just three minutes from the Bosville, which has fully accessible rooms and onsite parking. This offer which would have immediately solved your complaint was declined. Following you rejection of what we believed was a perfectly reasonable solution, we ensured that you bags were taken to you room and assistance was provided throughout the remainder of your stay. In summary, we provided all of the information you claim was missing, both online and directly in written correspondence, but this seems to have been overlooked by yourselves. Our team of hospitality professionals (whose sole goal was to ensure your satisfaction), were forced to manage a very stressful situation for both you and them. We offered an immediate resolution which you declined. While we understand your frustration, it is rather unfair to be faced with a review that is in itself, misleading and inaccurate. Should you like to discuss your experience further, please do not hesitate to contact me directly. Kind regards, Laura Carey Rooms Division Manager