An Edinburgh hotel has said sorry after a guest was left 'almost feeling guilty' during her stay.
The Crowne Plaza - an IHG hotel is situated on Royal Terrace in Edinburgh and is classed a four star hotel. It boasts a large courtyard and is a short walk to the city centre. While many guests rate it with four stars on Tripadvisor, one guest was not impressed with her stay.
Taking to Tripadvisor, she said that it was 'not too good', leaving just two stars and complained about the size of the rooms, the Wifi and staff who made her feel 'almost guilty' when she asked for a towel.
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The hotel was quick to apologise and said they passed on her comments to the team.
In the review, the disgruntled guest wrote: "The hotel in general is a bit outdated and clearly needs a remodel. The rooms are small and cramped. If you’re only using it to sleep and shower I guess it’s fine.
"The bathroom has no ventilation (no windows nor extractor fans) so the steam and humidity of the shower makes the whole room damp and the windows are sealed shot so you can’t open them either to let air in. By the second day of our stay, we were out of shower gel, our tissue box was empty (it only had two when we used it) and we only got a bottle of water by the third day. Which means they don’t refill or take care of the small things in the rooms.
"And the whole place is LOUD as hell. When using water from the bathroom (sink, shower, toilet) you can hear a massive rattle of the water going up the pipes. We were able to listen to our next door neighbour every time they used their bathroom.
The walls are paper thin so we could also hear them talking."
"The staff wasn’t that friendly. I very kindly asked the receptionist for an extra towel and she looked at me like I asked her to do backflip. I almost felt guilty for asking. And the person that brought it to the room (about an hour later) pretty much just tossed it to me and left. The only one that was very nice and friendly was the woman at the bar.
"The wifi is absolutely horrendous so if you need to do some work or work related calls while staying here, take precautions. Even watching ONE YouTube video was impossible. And the phone signal in the hotel and general area is bad too so using data isn’t that much better."
To which the owner replied: "Thank you for choosing our Crowne Plaza Edinburgh - Royal Terrace for your travel stay.
"We offer new modern expresses productivity, efficiency, and performance, as well as comfort, warmth, and relaxation. I'm sorry if there were issues during your visit. I have sent this review to our hotel management team for reference to enhancement.
"The feedback we receive from you enables us to target problem areas and take the necessary actions to ensure similar situations can be avoided in the future."
However with an average of four stars on Tripadvisor, clearly not everyone had the same experience as the unimpressed guest, with one even comparing it to Shakespeare.
One said: "Stayed in Crowne plaza for two nights. It was amazing. Staff were so friendly and so helpful. A new staff member checked us in and did a great job. Gave us an amazing room so clean and bed was so comfy. Really quiet at night so felt very rested. Edinburgh is a gorgeous city and would definitely recommend staying in crowne plaza"
And another added: "Great hotel, great value! I am perplexed at some of the negative reviews I've read. This is a nice hotel in a spectacular older building. I stayed in room 111 and it was not 'tired' looking, nor was it cold. The view of the courtyard from the room's window was magical. Looked like a setting for an outdoor Shakespeare play."
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