An Edinburgh hotel guest was left unimpressed after claiming his view from a £250 a night room consisted of three dirty mattresses, a skip, and a bin.
The angry guest slammed his “horrific experience” on TripAdvisor this week with a one star review for service, value and cleanliness.
“Such a beautiful city definitely doesn’t deserve such a dump of a hotel especially as I paid £250 for my room,” the guest said.
The guest stayed at the Apex City of Edinburgh Hotel where marketing pictures show rooms with views of the Edinburgh Castle.
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However, the guest posted photographic proof that the view from his room was far below his expectations.
“Such a beautiful city, just a shame the view from my window was of a skip, three dirty mattresses and the bin area,” he said.
“Horrific experience, I travel a lot and work in hospitality, so I respect the current challenges of running a hotel, but this was just down to neglect by the owners/management.
“Room service took ages to arrive and when it did it was lukewarm. [The] large glass bottle of water I ordered arrived with no glass,” he said.
“To top all of the above off they supplied me with a rubber duck, but no bath in my room.”
The guest claims he was charged £43 for subpar room service which included one piece of pita bread with a spoon of hummus and some olives, seven pieces of soggy calamari and a bottle of water.
“I wanted to leave so badly that I checked out at 5am,” he said. “I was charged £43 which I had already paid but the receipt machine wasn’t working for my room service order [...] at this point I didn’t want to argue and just bit the bullet and left.”
The hotel responded to the one star review online, and thanked the guest for sharing his experience and promised to do better next time.
“It is only by receiving this precious feedback that we can keep improving,” the response stated.
“It really saddens me to learn that your experience did not go as well as it should have, as we want all of our guests to have the best experience possible, and I would like to present my sincere apologies for that.
“Your comments shed some light that some procedures are not being done according to our standards and I would like to reassure you that every single point raised is being addressed with the appropriate heads of department.”
Apex City of Edinburgh Hotel has an average 4.5 star rating based on more than 3,500 reviews.
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