An Edinburgh hotel has apologised after a guest said their trip was turned into a ‘nightmare’.
The Apex Grassmarket Hotel said they were ‘deeply sorry’, after the customer claimed their room was ‘sweltering’. They also said the toilet didn’t flush, the shower didn’t close and there was ‘horrific’ noise outside the room.
The guest said that while there were issues, staff at the hotel were ‘very helpful’. After their stay, they took to TripAdvisor to make their feelings known.
READ MORE - We stayed a night in Edinburgh's luxury hotel and it wasn't what we expected
The review, posted at the beginning of March, reads: “Unfortunately our Valentine's trip turned into a nightmare.
“Our trains were cancelled to Edinburgh, so I called the hotel to ask if it was at all possible to change the night. They said yes no problem, and if I needed to I could cancel because I opted for free cancellations.
“However, the hotel now says there is an additional £50 charge. In the end, I asked to cancel as I couldn’t justify another £50 on top of what I paid already.
“The hotel now said I could no longer use my free cancellations, so I had no choice but to pay the extra £50. Eventually we make it to the hotel, and the reception staff were very nice and helpful.
“The rooms was fine on first glance but we soon realised we must be under a huge boiler or something. The heating was off but the room was sweltering.
“We opened the window to a horrific noisy generator sound which was there the whole night long. The lampshade didn’t have a bulb, the bathroom flush didn’t work properly and the shower door didn't seal and a huge pool of water collected in the middle of the bathroom.
“Overall, this was a hugely unsuccessful trip which the hotel unfortunately played a part in. On a positive note, the staff I spoke to at the hotel were very helpful and did ring up a hairdryer and extend our check out time for us.”
Quick to respond, Apex Hotels said: “I am deeply sorry that your Valentine’s trip did not go as planned and that you encountered so many issues with your travel and your stay at the hotel.
“I apologise for any miscommunication between the hotel and Expedia regarding your reservation and the additional charge you were asked to pay. I understand how frustrating and confusing this must have been for you, especially when you were already dealing with train cancellations and extra expenses.
“Regarding the room you were allocated, I apologise for the issues you faced with the heating and the noise from the generator outside. This is not the kind of experience we want our guests to have, and I assure you that we will address these issues with our team to ensure they are resolved promptly.
“Once again, I apologise for the negative experience you had with us, and I hope that you will consider giving us another chance to provide you with the excellent service and comfortable stay that we strive to deliver to all our guests.”
The Apex Grassmarket Hotel is generally well received by guests, according to TripAdvisor. The Old Town hotel has a four star rating on the site, with 815 ‘excellent’ reviews and only 49 ‘terrible’ ones.
A review written just this week reads: “ The facilities of the room were excellent with a mini-fridge, espresso machine, big fluffy towels and a comfortable robe.
“The bed was just the right level of firm, and while the pillows were a touch soft for my liking, piling them up worked well. Staff were friendly and helpful, and while I never took advantage of the restaurant, the menu was intriguing.
“All the excellent amenities pale to the view however, which was absolutely fantastic - must be one of the best in the city overlooking the Grassmarket and Castle. You really cannot ask for much better.”
Another added: “Nice rooms and very friendly service. For us, the Apex Grassmarket is the best place to stay in Edinburgh. Nice pubs around the hotel and just a 4 minute walk to the royal mile.”
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We stayed a night in Edinburgh's luxury hotel and it wasn't what we expected
