An Edinburgh hotel has apologised after a customer hit out at a member of staff's poor 'attitude' and 'lack of service'.
The Sheraton Grand Hotel & Spa in Edinburgh is a popular place for people to stay when they are visiting the capital, garnering an average four and a half stars out of five.
However, one customer ranked the hotel a mere two stars, as they complained about the way they were treated by one of the staff members on site.
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The review was posted on TripAdvisor who simply titled it, "poor service". The review began: "My wife and I spent several nights at the hotel. Nice hotel with its own car park which was very convenient.
"The hotel spa was wonderful, highly recommended. Nice room and friendly service from housekeeping."
Despite this glowing review to begin with, the hotel customer then described the service he received from the reception staff. He continued: "Unfortunately, much worse was the service at the reception. The receptionist at check in was far from being friendly.
"There was a problem with my booking but the receptionist didn't want to help as she didn't even listen to what I had to say, she shouldn't be working in the hotel industry with such an attitude!"
After this poor experience, the hotel manager arrived to help the customer with his issues - and the reviewer noted that he went above and beyond. The customer continued: "I gave up and asked to speak to the manager. After a short while the manager came and was extremely helpful!
"He solved the issue straight away and nothing was a problem for him! This is called real five-star customer service."
Despite the man's poor service to begin with, he did note that the hotel manager did well to "make us feel at home", and stated that he will "give the hotel another chance" in the future.
He concluded: "Thank you very much Tomasz for making us feel at home. Despite the awful service at check-in, we will give the hotel another chance."
The Sheraton Grand Hotel & Spa responded to the review, thanking the guest for his kind words about the things he enjoyed during his stay.
When it came to the poor service, the hotel replied: "However, we are deeply sorry to hear about the unpleasant experience you had during check-in.
"Please accept our sincere apologies for any inconvenience caused. Rest assured that we take your feedback seriously and are working to ensure that such incidents do not happen again in the future."
The hotel also thanked the customer for their praise of hotel manager as they were "glad" he was able to resolve the issue promptly and "provide excellent customer service." They added: "We will definitely share your kind words with him and the rest of the team."
The hotel then concluded: "We hope to have the pleasure of welcoming you back to the Sheraton Grand hotel and providing you with a seamless experience from start to finish.
"If there is anything we can do to make your future stays more comfortable, please do not hesitate to let us know."
Despite issues raised by the customer, The Sheraton Grand Hotel & Spa averages a 4.5 stars out of five rating for service, cleanliness and location - with four stars on average for value.
One hotel customer posted: "Visiting Edinburgh was so amazing and mostly because of the spa here! Having 2-3 hours a day to go into the thermal suite and outdoor hot tub was sooooo awesome!
"Loved Edinburgh. But lots of walking and sore muscles. The gym was great and rooms super clean. Get the spa package!!"
And another wrote: "Wonderful hotel. We were met In the car park by the most attentive, helpful gentleman who was wearing Scottish tartan trousers.
"He helped my husband with the luggage, told us about a vintage Bentley which was parked by the door. He took us to the check in desk and arranged for our luggage to be delivered to our Club room on the top floor.
"The room and facilities were excellent and we thoroughly enjoyed our short stay! It will be longer next time!"
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