Luxury Edinburgh hotel hits back at customer’s review calling city a ‘joke’

A grumpy customer has slammed the glamorous Scotsman hotel in Edinburgh after claiming their stay didn’t hit the mark.

The annoyed English guest took to TripAdvisor to call out the hotel.

They claimed that the hotel lacked quality and was full of uninterested employees.

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And, the disgruntled person added that the hotel was "not worth the price tag" and that it was an overall "awful experience".

Julia, from Leicester, also slammed the bed – she claimed it was “too hard” and said the views of central Edinburgh were unimpressive.

The reviewer wrote: "I can not express how disappointed I was with this hotel. I did extensive research as I wanted somewhere nice for my birthday and picked this hotel as it had great reviews and being just under £370 per night for a Delux room with city views my expectations were high. Well what a shock I got. The Bedroom was average at best and certain not deluxe.

"The beds were appalling, we did not manage to get sleep as the beds were made from hardwood and screwed together. I felt like I was in a hostel. I felt like I was sleeping on planks."

She even called the view a "joke", as they were in full view of the railway station.

They also said: "The room was very noisy. The TV was so slow it was quicker to watch TV on my mobile. I paid for breakfast and they said I had not had that included in the room rate of £370 per night.

"Also it stated complementary whisky as part of their 'in room features' which was false advertising as they only provided it on day one despite it not stating that.

"I did question if they were going to take the other in room items out of the room ie TV, HairDryer, etc. There were stains on the chairs and carpets."

She added that the cleaning job was “average” and there was mould in the shower.

EdinburghLive noted that Julia stated: "They did not provide clean glasses and we had to clean them and we had to ask for Tea Bags and milk every day.

She claimed the breakfast was “awful” and the staff were "not that friendly or helpful."

Having paid £370 a night for the room, Julia was furious.

But, the hotel manager responded to the review in kind.

They wrote: "I am sorry to read there were aspects of your stay that did not meet expectations.

"Our beds are made from high quality hard wood and our mattresses are made by a leading brand. I am sorry to read the manufacturing process of these beds stopped you having a good night's sleep.

"Your room had views across Edinburgh Waverley and into Princes Street Gardens. I am sorry to read these views of Edinburgh City Centre were not the city views you were expecting.

"Our confirmation states "complimentary whisky upon arrival" and therefore it is not refreshed daily, however had you requested this, the team would have happily obliged. I have passed your comments on the cleanliness and service at breakfast to the teams."

The hotel is rated four stars on TripAdvisor with many raving about their stay.

The Daily Star contacted The Scotsman for comment.


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