An Edinburgh super budget hotel has responded to criticism after a guest took to Tripadvisor to complain about the conditions during their stay.
The reviewer made a visit to easyHotel on Princes Street last week - only to complain about the size of the room and the lack of hot water in the shower during their stay. Hotel bosses for the chain have since apologised but defended their business model.
Taking to Tripadvisor, the guest stressed at how "horrendous" their stay was. Because of the size of the room, they claimed that "it’s not a hotel it’s a hostel there is no room to do anything" and finished their review by saying "overall horrible review."
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In the seething one star review, the tourist went on to explain other criticisms that they had about the room - including having to get into bed by crawling into it.
But this wasn't there only disapproval of the room. They complained it had no windows and no room service - which meant they had to use the same two towels for the three days that they were staying at the hotel.
They were also not happy about the state of the bathroom, complaining the shower left the whole room wet. They were also baffled by a sign warning not to steam up the bathroom in case it set the fire alarm off - yet there was no hot water.
To add to everything else, the review detailed that there was only space for one bag - which was inconvenient with two people staying in the room.
The guest wrote on Tripadvisor: "Horrendous!!!!!! No hot water. When I asked they said it’s Easter no tech can come out. The room is so small it’s not a hotel it’s a hostel there is no room to do anything.
"If you want to get in to the bed you only can from the feet of the bed and crawl in. If you shower the whole room is wet. There are signs saying don’t steam the bathroom or you’ll set the fire alarms off not that that was a problem with no heat. There is no room service so three days same two towels.
"The only space to put a bag is under the bed in a cubby and only fits one bag so if traveling with two you now clutter the three-foot walk way from door past bathroom to bed. Overall horrible experience."
Bosses of the hotel responded and began by apologising to the guest for their negative experience. But managers also spoke of their pride in the service they offer.
They posted: "We are very sorry if your stay with us wasn't satisfactory. Extra towels, duvet and pillows are always available upon request at the reception.
"It is often extremely difficult to sort out difficulties properly such as you have mentioned unless we are told promptly. If you discuss the problem with us during your stay at the hotel, it can usually be sorted out straightaway.
"As a super budget hotel, Our offer is directed to the specific type of travellers who are looking for affordable accommodation in the great location wanting to explore the city rather than staying in the hotel.
"We are a super budget hotel offering simple value and basic facilities which may not be suitable for everybody. This is why the detailed information regarding room sizes and facilities can be found online, where it can be seen before making a booking.
"It is the guest who chooses a certain type of room (with window, windowless or standard). There is also an option to upgrade the room (if available) when the room booked does not meet the guest's expectations.
"We understand that our concept is not for everybody this is why we place such an importance on reading all the information opposed to checking only the location and price."
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The easyHotel has an average three-star rating on Tripadvisor and has attracted positive reviews in the past. One person posted: "The website makes it clear that the hotel has no lift and the size of the rooms booked. The location in Edinburgh couldn’t be more central.
"I couldn’t say I had a problem staying here and will do again I was asked if I needed any recommendations for Edinburgh on checkout and I was able to leave my bag."
Another guest wrote: "Very good value for money. I would not have gone to Edinburgh had it been the normal £160+ a night for other hotel chains. It is, what it is, you know this when booking"
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