An Edinburgh hotel has apologised to a horrified guest - after they reported a catalogue of things going wrong during their stay.
The hotel guest complained on TripAdvisor after they visited the Village Hotel in Edinburgh for a business trip. The guesthouse is a popular place to stay in the capital, averaging four out of five stars within 4,147 reviews.
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The hotel is especially praised for its cleanliness, service and value for money. Yet the customer in question stated that the staff gave them a key to someone else's room - and their colleague had a stranger walk into their bedroom during the night.
The initial experience made the person feel unsafe throughout the duration of their stay, which they stated, "as a lone traveller that's not how you need to feel".
Small things like the card machine not working on the check-in portals also irritated the guest, who noted that it had " already been a long and busy day".
But the worst was yet to come. The guest wrote on TripAdvisor: "Where do I start?! I was in a group of 6 travelling for business.
"The staff gave me the key to someone else's room. The night before my colleague had someone else enter his room. How often to other people's keys get given out in error??
"Made me feel really unsafe in my own room. Constantly worried about someone coming in. As a lone traveler that's not how you need to feel.
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"Check in screens were working but after five mins of filling in my details, reception then told me the card machine didn't work. Why not just put a sign up? It had already been a long and busy day."
The customer continued: "Also my colleague used the pool, said there were workmen in there fixing something, one then strips off and jumps into the pool, looked like he was then trying to fix something in the pool itself.
"Made my colleague so uncomfortable she had to leave. Was then charged for this experience. Just shut the pool if it needs maintenance. Would be better for everyone.
"She also asked for towels which never arrived because they removed hers from the room. She never got the towels before we checked out. Again, such a simple request missed."
However, not all was bad, as the guest added: "The hotel was clean, breakfast was very nice too.
"Location isn't the best and far from the city. It was close to where we worked so that was the only reason we stayed here. Next time I'd rather just stay in the city and travel to the office."
Following this scathing review, a member of staff from the hotel responding, writing: "Thank you for taking the time to write your review.
"I am very sad to read that some aspects of your stay fell short of your expectations. Please be assured your feedback will be passed on to the relevant departments and used constructively.
"Please also accept my personal apologies for the inconvenience caused. I do hope this will not put you off staying with again in the future."
Other reviews of the hotel tell a very different story, as one person wrote: "My family thoroughly enjoyed our stay at the Village Edinburgh.
"Great staff, great hotel and everything you could need without all the extra nonsense that you don't. I love that you have Starbucks in the hotel although the coffee at breakfast was really nice."
Another added: "Everything thing you want in one building. Reception is very helpful parking etc On-site grill has a great selection. Will definitely be back. Easy to get to especially if your visiting the outskirts of Edinburgh."
And a third wrote: "Excellent service, friendly & helpful staff, lovely hotel and beautiful room with plenty of space & facilities on offer.
"We had both dinner and breakfast, both were great. Food was very good, plenty of choice. Staff in the restaurant were efficient and friendly too. I would definitely recommend this hotel to others."
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