An English ‘luxury traveller’ has criticised an Edinburgh hotel for poor service in a scathing one star review on TripAdvisor.
The English tourist was travelling with friends during his trip to Edinburgh in October, and after checking into the DoubleTree by Hilton at Edinburgh Airport, he said it was “awful.”
The visitor claimed he was asked to sit at a table outside of the bar area in the reception despite dozens of empty tables in the restaurant. The reviewer also claimed the hotel’s maitre’d 'rudely' told a waitress to ‘see to those men.’
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“We just checked in at 8.50pm tired and hungry. Reception assured us the restaurant is open until [9:30pm]. At 8.55pm we went to get a table. We were told we could not sit comfortably in the restaurant as it was closing,” the guest from Margate, in Kent, wrote.
“Instead we were offered a table outside of the bar area literally in the reception. Awful. There were a dozen empty tables in the restaurant.”
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Eventually, the guest said he asked someone about the tables in the restaurant, and he was told the staff are prepping for breakfast. The group then complained to staff at reception, and the reviewer said reception allegedly agreed that the service was out of order.
“We will never stay at any of Hiltons Hotels again,” the review concluded.
The DoubleTree by Hilton Edinburgh Airport general manager responded quickly to the review, offering apologies for the experience.
“Our aim is to deliver outstanding customer service and it is never our intention for anyone to feel less than satisfied,” the hotel manager said.
“I am sorry that on this occasion you had reason to comment and at this late stage can only offer you my most sincere apologies."
The manager went on to say he would ‘welcome an opportunity’ to restore the guest’s faith in the brand and asked to contact the guest more directly.
The DoubleTree by Hilton has an average 4 out of 5 star TripAdvisor rating and it is just a seven minute walk or a two minute drive to the Edinburgh Airport.
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