A manager at an Edinburgh Holiday Inn branch has apologised after a customer found suspicious stains on the sofa and felt "depressed" at the prospect of spending a night at the hotel.
The tourist stayed at the hotel on Queensferry Road in December while on a business trip and described how unwelcoming the reception was while waiting to sign in to the hotel.
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Next, he slammed the interior design stating that the mid-market hotel had not been decorated in decades and questioned some mysterious stains left on the couches.
A manager at the hotel then apologised for the series of faults and reiterated that Holiday Inn Express provides the best experience for every guest who stays there.
Taking to TripAdvisor the guest, from Northamptonshire, wrote: "I just checked in to this hotel. I would use two words to describe my room. The first is too rude to publish and the second is terrible. Smells bad. Looks like it was last decorated decades ago and. Suspicious stains on the sofa. I could go on."
The guest was also disappointed with the experience when arriving and trying to check in and said: "Check-in was far from welcoming or even polite. I am utterly depressed at the prospect of spending the night here. On the plus side, the bar area seems nice."
Carl, the case manager at the hotel said: "Thank you for choosing our hotel and for taking the time to provide feedback about your experience."
He continued: "Holiday Inn Express provides the best lodging experience for every guest, and I'm sorry for the issues during your stay.
"I will be sharing your feedback with our hotel management for review. I've also sent you a private message to discuss this further."
And finally added: "We hope you can give us a chance to regain your trust and confidence in our service."
Holiday Inn Express Edinburgh City West is a three-and-a-half-star rated hotel that offers views over Leith port, Edinburgh Castle or the scenic Pentlands Hills.
One guest said it was a great place and wrote: "Really friendly and welcoming staff.
"The rooms were clean and in good condition with comfy beds and nice pillows. Lovely views out over Edinburgh and a good quality breakfast. We will definitely stay here again when I next come to Edinburgh."
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