My brother booked a week in New York for my mum's 60th birthday through Barrhead Travel in Bearsden. The hotel was booked 8 months in advance. My brother was assured that it was a lovely 4 star hotel in Times Square. My mother had no been abroad in 20 years and was very excited. The room we were placed in was tiny, dirty and had little to no space to put a weeks worth of belongings. The bathroom was the smallest I have ever seen. The curtains and chair were stained. No amenities in the room - no kettle, brochure, cups - nothing. Absolutely not as described when booking. I complained to reception and they moved me straight away. The new room was better as it had been renovated (still small) but much better. However, the blinds would not open as the window looked out to where the construction workers would sit. So no natural light. We also were not made aware at the time of booking that renovations would be taking place at the hotel. This meant that there was no restaurant at the hotel - so we couldn't get any food. This should DEFINITELY have been made aware at time of booking as this hotel would not have been chosen. Or made aware before we went as this was booked 8 months ago so we would have time to make other arrangements. The front of the hotel was covered in scaffolding. We could hear CONSTRUCTION WORK at ALL times when in our room and would get woken up during the night (even with ear plugs in!). I took video recordings of the noise which clearly states the time as 4.30am in the morning and 9pm at night. The hotel has 800+ rooms and the lifts were also under renovation. 4 lifts to service 800+ rooms is an absolute joke! There is loose wires and holes throughout the hotel. This hotel is not fit for purpose and ruined a special holiday. Barrhead Travel have been contacted and admitted that they didn't know the hotel was under construction!!! That's correct they don't know what they are selling!! They have mis-sold the hotel and think that offering £158 for a flight & room package we paid £2100 is acceptable. They also tried to offer a voucher to use with them in the future?! The customer service manager Iain Shaw is the rudest customer service manager I have ever had the displeasure of dealing with. He blamed me for not calling Barrhead when I was on holiday and complaining then?! That's right waste my holiday and money complaining because they don't know about the hotels they provide. Bearing in mind it has taken me 3 weeks to get in contact with Chris and I'm back in the UK!!!! (So you can imagine how long it would take when I was in New York) I have emailed the CEO twice with no response. Barrhead Travel is the WORST travel agent I have ever dealt with and will never deal with again. Barrhead Travel do not care about customers, the managers are rude and the staff don't know what they are selling. There is also no place to post reviews on their website - I wonder why?! Once in a lifetime trip was ruined. Best advice - AVOID AVOID AVOID Barrhead Travel at all costs!!!