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Historic hotel has a touch of gold

Press Release   •   Nov 15, 2017 09:48 GMT

From left to right, Ryan Henderson, Jan Henderson, Ray Henderson and VisitScotland Industry Relationship Manager Anne Massey. Photographer: Ian Watson

A family-run business in the heart of the central-belt has added to its rich array of tourism accolades with a Three Star Gold Award from VisitScotland.

The Robertson Arms Hotel, located in the village of Carnwath, was upgraded from three stars by the national tourism organisation’s Quality Assurance (QA) Scheme in recognition of its outstanding customer service. The Gold Award highlights establishments within the QA Scheme that strive to exceed customer expectations on an on-going basis, while taking an innovative and proactive approach to customer care.

In keeping with their strong focus on customer service, the business has also become part of an impressive network of VisitScotland Information Partners (VIPs) committed to providing local information to visitors.

Launched in May 2016, the VIP programme ties in with the national tourism organisation’s global Spirit of Scotland campaign and harnesses the local knowledge, warmth and enthusiasm of partners across the country to help visitors receive the warmest of welcomes and make the most of their trip to Scotland.

No stranger to awards, the hotel’s restaurant has VisitScotland Taste Our Best accreditation and the business is also a member of the national tourism organisation’s Cyclists, Bikers, Golfers and Walkers Welcome Schemes.

Originally built in 1823, the accommodation was purchased by Jan and Ray Henderson in 2005. Along with their son Ryan, the couple have carried out a number of renovations and improvements to bring The Robertson Arms into the 21st century while still retaining many of its original features. The family have added four rooms, made major infrastructure improvements and placed an emphasis on visitor service which has allowed them to harness that golden touch.

Jan Henderson, Owner of The Robertson Arms Hotel, said: “We are absolutely thrilled to receive this award. It’s been the highlight of our summer and a testament to the hard work put in by the whole team. Customer service has always been a big focus for us so it’s great to receive this recognition. The help and support we have received from VisitScotland has been invaluable and we are delighted to work in partnership with them through the VIP programme.

Anne Massey, Industry Relationship Manager for VisitScotland, said: “Well done to everyone at The Robertson Arms Hotel. The Henderson family have done a wonderful job in creating a warm and friendly accommodation where visitors can expect a very high standard of service and local knowledge.

“Our Quality Assurance Scheme is world-leading and provides a trusted, independent and impartial source of information for visitors. It is about much more than just a star rating – it is about the entire visitor experience and investing in the business to make it as economically sustainable, and profitable, as it can be.”

“The VIP programme celebrates and supports tourism providers as they act as local ambassadors and help provide information, assistance and advice on all there is to see and do here. This follows a growing trend among consumers to use online resources to plan their trips and we now have partners throughout the country providing high quality information and advice to visitors with whom they interact.”

To find out more about The Robertson Arms Hotel, visit

For more information on the Quality Assurance Scheme and VisitScotland Information Partner programme go to


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