An Edinburgh hotel has apologised after a guest complained about the noise level.
Hotel Indigo Edinburgh is rated as an 'excellent' establishment on Tripadvisor by customers with many praising its location, cleanliness and service.
While they said they could not fault the "courteous and polite" staff and said the room they stayed in was "clean and modern", the guest only gave two stars because they could not get a good night's sleep due to the traffic noise and noise outside and "constant slamming of doors".
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The manager quickly responded to say sorry and added that if given the opportunity they would "redeem the situation in the future".
The guest wrote: "Having stayed at this hotel twice before, we've always viewed it as a safe bet when visiting Edinburgh. The location is convenient for Waverley Station and the New Town area, as well as the new St. James Quarter development. The room itself was clean and modern, and the staff were courteous and polite, but I'm unsure whether we'd stay here again.
"On this occasion we were allocated one of the basement rooms, which frankly shouldn't be made available to guests paying upwards of £130 per night. The rooms are visible to those walking on the street outside, so privacy is somewhat limited, however our bigger issue was with noise.
"These rooms are directly under the reception area so there was the constant sound of people walking around, and the adjoining rooms appear to be used as staff quarters at all hours of the day. As a result, my partner and I both had a terrible night's sleep - caused by a combination of there being hardwood flooring both above and outside the room, and the constant slamming of doors.
"Whilst I'm sure the hotel will say they would have offered us an alternative room, the reality is that these issues weren't apparent until the middle of the night. When only staying one night, this wouldn't have been feasible so we didn't raise it."
They also added that they would have liked a birthday guest for their partner.
The customer went on: "Aside from the noise issues, I had emailed in advance to note that we were staying for my partner's birthday. They did acknowledge this and made an effort to write a message on the mirror in the room, but a small gift would have been a nice courtesy. Instead, they tried to sell me an extortionately priced 'birthday package' beforehand which I didn't take them up on.
"All in all, a disappointing experience from a hotel/brand that we've used before."
The manager quickly responded and said: "I am sorry to hear that you were disappointed with your recent stay with us, in particular with the noise issues experienced. Moreover, I would appreciate if you would give us the opportunity to redeem the situation in the future."
From over 1,800 reviews, the Indigo Hotel, based on York Place, scores an average guest rating of 4.5/5 on TripAdvisor, with tourists praising it as 'wonderful', while some have also commenting favourably on the 'spotlessly clean' accommodation.
One other customer praised the hotel and said: "Really liked this hotel. Very central, a few minutes easy walk from bus station, which suited us. Room was nice. Comfy bed, though very high to climb on to! Overlooked the tram stop but apart from a few gentle rumbles early in the morning, this was fine. Ear plugs are supplied for those more sensitive to noise. Nice free minibar of Scottish products, and teas, coffees and hot chocolate all kept well stocked."
Another commented: "Just had a lovely stay at this hotel. Check in was quick and easy, with friendly informative staff.
"Rooms are small but perfectly formed with all the amenities you need and a great shower. Mini fridge in each room restocked daily with a selection of Scottish items (irn-bru, caramel bars and water). Would recommend being on a high floor or at the back as there the trams turn around right outside the front door and there is the occasional beep or ring of the bell.
"Breakfast is one of the best we have had when away for weekend breaks. Loads of choice of self service continental and cold breakfast items with options to have things cooked to order from a full Scottish breakfast (large but delicious) to waffles or pancakes. Plenty of choice and you don’t leave the breakfast room hungry (ever!)
"Hotel is in a great location being two minutes from the shopping centre, five-mins to Waverly train station or 10 mins from old town/the royal mile."
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