An Edinburgh hotel apologised to a disgruntled customer who was forced to use their phone flashlights to get about their room during a power cut.
The customer, Jessica from the States, was also left disappointed after they ordered room service that came cold, and were then barred from ordering an Uber Eats delivery to their room. Jessica and her fiancé were booked into the Waldorf Astoria Edinburgh - The Caledonian hotel for a romantic getaway - only for it to rapidly go awry.
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Jessica posted on popular website TripAdvisor about her experience, which was booked to celebrate her fiancé's birthday. Jessica began by saying: " I booked this hotel for my fiancé’s birthday trip because I truly wanted to spoil him with this luxury 5-star hotel. The first day was a disappointment, our room was not ready when we arrived around 3pm and were told that they would call us shortly when it was ready.
"Around 5 pm I decided to call the hotel since we haven’t heard from anyone and was told that they would contact housekeeping to clean the room and have it ready in about 15-30 mins. We were so exhausted after a long travel day and decided to get room service, instead of eating out.
"We ordered the fish and chips and spaghetti Bolognese. To be honest, it was the worst room service we have ever eaten.
"The spaghetti had no flavour at all and when I tried to add salt to it, the salt shaker was given to us empty. We decided not to finish it and ordered UberEats instead.
"Apparently, the hotel does not allow the delivery drivers to deliver to our room and they would not hold the food for us."
The hotel customer raised her rating as the breakfast she ate at the Peacock Alley was satisfactory, and the location of the hotel was excellent. They also enjoyed their spa day at the hotel too.
However, things went from bad to worse on the rest of their trip. Jessica continued: "On our second night, the power went out in half of the room and the bathroom. Engineering came over and tried to fix it, but because they were unable to contact the guests in the room they believe caused it, nothing could be done.
"We had to use our flashlights on our phones when we wanted to use the restroom for the rest of the night. The next day around 8 am we had a knock on the door from engineering.
"We had the do not disturb sign on the door because we were still sleeping. They told us that we should go down and have breakfast because they would be in and out of the room constantly.
"We had to put our foot down and say no because we had plans to sleep in since we had a long day of golf planned.
"This was so frustrating to us that we ended up staying at another hotel for the night since no one contacted us to let us know the power had been fixed."
The experience was so disappointing to the couple that they ended up rebooking for a different hotel, and added that they "would definitely not recommend this to anyone."
The general manager of the Waldorf Astoria Edinburgh - The Caledonian responded to the complaint, apologising to the customer and urged her to get in contact to resolve the issue. When it came to the food issue, the manager said: "In regard to your in-room dining, I offer my sincere apologies that these meals did not surpass your satisfaction and I have passed this on to our food and beverage management. I do agree that the lack of attention to detail is unmistakeable and should not occur."
In regards to the power cut that the customer experience, the manager added: "As for the electrical faults with your room, I can only apologise for the occurrence of this and assure you that is not a regular incidence. It is never our intention to make our guests feel less than welcome or comfortable in the hotel and I understand that you may have felt this way."
The Waldorf Astoria Edinburgh - The Caledonian hotel generally receives a four and a half star review, with many customers praising the location, service, cleanliness and value for money.
You can check out the other reviews of this Edinburgh hotel, and many more, on the TripAdvisor website here.
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