Edinburgh Castle staff were not holding back when they responded to a review from a visitor that claimed the historic site was "ridiculously expensive.”
The interaction took place on Tripadvisor, where an unhappy tourist slammed the cost of entry to the castle as well as the cost of gifts in the site’s shop. They were also unhappy with the £3.50 audio guide charge, describing their visit as a "cynical cash grab.”
The two-star review was shared on June 19 with the customer saying that the only positive was that the toilets were free but they added "[it] leads me to think that they just haven't found a way to charge for usage yet." They said that the landmark tour gets "repetitive really quickly" and that they "learned more about the castle on a one hour city tour bus than I did wandering aimlessly around it", the Daily Record reports.
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They wrote: "I was told the castle was 'a must see' and was expecting it to be a highlight of our trip. It wasn’t.
"It’s less ‘castle’ more series of random outbuildings. It’s ridiculously expensive to get in, and then you get stung for an additional £3.50 if you want an audio guide.
"The guide itself is informative but it isn’t hands free which means you spend the entire trip holding it up to your ear like an 80s yuppie. The accompanying map is higgledy piggledy and impossible to follow."
It continues: "There’s a lot to see in terms of military history but it does get repetitive really quickly. There’s very little about the actual castle and its structure, story and history.
"It just felt like a bit of a let down. I learned more about the castle on a one hour city tour bus than I did wandering aimlessly around it. The gift shop (surprise, surprise) was really expensive.
"On the plus side, the toilets are free, which leads me to think that they just haven’t found a way to charge for usage yet. The views are spectacular, but probably not worth the ridiculous entrance fee."
Edinburgh Castle has since responded to the negative review, stating that there is "a wealth of things to see and do at the castle" and that the majority of reviews on Tripadvisor are positive.
Staff wrote on Tripadvisor: "Thank you for taking the time to review us. We are sorry to read that your visit did not meet your expectations.
"We take value for money very seriously. Our admission and retail costs for the Castle are regularly reviewed to ensure value for money. Edinburgh Castle is part of Historic Environment Scotland, a non-departmental public body with charitable status, governed by a Board of Trustees, with responsibility for caring for, protecting and promoting the historic environment.
"Our admission cost not only contributes to maintaining this beautifully historic location but also contributes to preserving our 340+ sites across Scotland. We do offer excellent value membership or explorer passes for those wanting to explore a variety of locations.
"Unlike other castles, Edinburgh Castle has spent a large portion of its existence as a Military fortress rather than Royal residence and as such offers a very different visitor experience. We believe there is a wealth of things to see and do at the castle.
"From the Crown Jewels, The One O’clock Gun and The Prisons of War exhibition to the National War Museum of Scotland, unrivalled views of the city, the Royal Palace and St Margaret’s Chapel, the oldest building in Edinburgh. Thanks again for taking the time to leave a review."
Speaking to the Daily Record, a spokesperson for Historic Environment Scotland (HES) commented: “We strive to provide a first-class visitor experience for the millions of annual visitors we welcome to Edinburgh Castle.
"While we appreciate feedback and take customer views on board, the feedback we receive from visitors on an ongoing basis is very positive, with the majority of reviewers marking their experience as excellent, with an overall average rating of over 50,000 reviewers on Trip Advisor marking it as 4.5/5.”
Additionally, staff responded to the review on Tripadvisor, writing: "Thank you for taking the time to review us. We are sorry to read that your visit did not meet your expectations.
"We take value for money very seriously. Our admission and retail costs for the Castle are regularly reviewed to ensure value for money. Edinburgh Castle is part of Historic Environment Scotland, a non-departmental public body with charitable status, governed by a Board of Trustees, with responsibility for caring for, protecting and promoting the historic environment.
A recent five-star review of Edinburgh Castle reads: "This castle is absolutely stunning (even if you don’t like history). Make sure to reserve your tickets in advance! It sells out fast!"
"The tour guide was very theatrical and kept our attention as he unfolded the history of how the castle evolved and has managed over the 1500+ years," a second reads.
Meanwhile, a third states: "Very interesting to visit, a must-do when visiting Edinburgh. Loved the whole experience and will definitely return to see this again."
