Staff at an Edinburgh hotel had to respond to an irate customer who raged at their experience after they went the wrong way to their accommodation.
In the bizarre two out of five star TripAdvisor review, the American guest, from Florida, branded the Hilton on North Bridge as 'possibly the worst in the world he'd stayed in', after he had to drag his case up a narrow capital close to get there.
Meanwhile, they claimed the breakfast was 'a complete disaster' and also suggested staff were 'literally dumbfounded' when he asked for information about the city, reports Edinburgh Live.
In response to the unusual feedback, staff said they were 'disappointed' to hear about the complaints the gentleman made.
The visitor, who stayed in the city earlier this month, fumed: "Wow, what a disappointment and I am surprised Hilton management does not shake up this hotel staff.
"First, it is not obvious with a 60lb roller suitcase how best to get to this hotel from the train station which is next store to (sic). After searching for some type of elevator from the street level by the train, I lugged this roller up 75 steps in a narrow alley way to the main street and then rolled it to the hotel.
"I later found out if I had gone the opposite direction I could have used escalators and then walked the roller three long blocks uphill to the hotel. I only picked this hotel due to its proximity to the train station.
"On to the rooms...they are small and the mattresses and lumpy. Bathroom though was decent size. The breakfast is a complete disaster and way over priced. It is a crappy buffet with few options and poor quality. We went elsewhere on day 2 and 3.
"When you ask staff about eating options and instructions, they are literally dumbfounded like they do not live in Edinburgh. I would skip - there must be better places to stay."
A Hilton member of staff promptly responded to say: "Thank you for taking the time to review our hotel, I am sorry you left the train station via the Market Street entrance and had to carry your case up one of Edinburgh's closes.
"I am disappointed you did not like our buffet option for your breakfast. If you can contact me via email I will be able to look at the mattress in the room you stayed in as usually we receive very positive feedback on our mattresses, I would also like to investigate which team members you spoke with regarding dinner options."
Despite this odd exchange, the Hilton Edinburgh Carlton is generally well received by guests, scoring an average four out of five star rating from over 2,000 reviews.
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