An Edinburgh hotel has apologised to a guest after they complained about a "constant thud" that kept them awake at night.
The reviewer made a one night stay at the Moxy hotel situated beside Edinburgh Airport. The guest complained about the sound that could be heard from their room.
Taking to Tripadvisor, the guest stressed at how they were "very disappointed" due to the "constant thud of music" during their stay. They said it was made worse as the reviewer stayed on the first floor of the hotel with the music coming from reception which is located on the ground floor. Hotel bosses for the chain have since apologised and are working with the team to "adjust the volume levels."
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In the review of a February stay, the guest also complained to reception and claims they were told it would be turned down at 11pm. Unfortunately, they found out from reception that staff have no control of the volume controls which the reviewer said was absolutely "ridiculous."
The guest then asked for another room but was told there was no availability as the hotel was full. Apparently, matters were made worse as they had to get up at 4.20am and said "all in all a very disrupted night."
The guest's two-star review on Tripadvisor reads: "Hardly slept a wink!! There is a constant thud of music heard as the room is directly above the reception area, where music is played!
"I asked at reception if this could be turned down or even off and I was told it would be turned down at 11pm and it plays all night! The staff have no control over the volume as it is done automatically……. Which I find is ridiculous (if this is true!)
"I asked for another room and was told there was no availability as they were full….. which I did recognise as there was a Delta flight that had to be accommodated.
"All in all a very disrupted night and I had to get up at 4.20am as it was, so any little sleep was valuable, but unfortunately due to the “Moxy Music”…. This was not the case.
"Very disappointed and will use my other regular hotels at the airport in future. I was trying Moxy to see how it compared, and it simply doesn’t!"
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Moxy Edinburgh Airport management responded to the review, posting: "I am sorry to hear that you had a disturbed sleep, this is certainly not the standard that we expect here at Moxy Edinburgh Airport.
"We have taken your comments on board and spoken with IT who have enabled the volume control within the reception area to allow the team to adjust the volume."
Overall, Moxy Edinburgh Airport averages three stars on Tripadvisor and has attracted plenty of positive reviews in the past. One guest posted: "The room was spotless, comfortable and very quiet, absolutely no issues at all. The staff were helpful and friendly and the hotel's location is ideal being only a five-minute walk from the airport departure lounge."
And another wrote: "I arrived very late to the hotel. Despite that Franz and Massimo help me with my questions, were very nice and despite been very late, they make me a pizza and a drink. These guys are fantastic. I will come back definitely."
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