An Edinburgh hotel has apologised after a disgruntled claimed they found a 'mountain of dust' under their bed after getting a room upgrade.
In a three-star review for Market Street Hotel, the customer explained how they had booked a 'Vista view' but was offered an upgrade to include a bigger bathroom and birthday balloons. However, what they received was not what they were expecting.
They also went on to complain that they were woken up by window cleaners in the morning.
READ NEXT- Brother of Frightened Rabbit's Scott Hutchison pays tribute to him five years on
The manager quickly apologised profusely to the negative review. Market Street Hotel ranks a whopping 4.5 out of 5 stars on Tripadvisor and the majority of customers rate it as an 'excellent' hotel, noting its service, cleanliness and location as it's right in the city centre.
In the review on Tripadvisor, the anonymous customer wrote: "I originally booked a vista view but as soon as I paid I started getting upgrade emails. In my case it was birthday balloons which in the picture showed balloon writing but instead got a generic round balloon multicoloured with happy birthday on it. I could have done that myself."
They explained that the upgrade to a bigger bathroom meant they were on the second floor and had a view of student accommodation flats.
They added: "Various lights not working and the lighting system is very confusing with numerous different switches controlling all the different light sets. The beds were super comfortable though so have to give them that.
"The first night's sleep was interrupted when there was banging at 7-8 in the morning I suspect from window cleaners banging on the windows or walls as they were working. Cleaners only made the bed and changed the towels. They left the dirty cups and didn't clean the coffee machine."
The customer argued that the shower had mould in the grout and claimed there was a 'mountain of dust and fluff' under their bed and warned: "Don't stick anything under your bed."
They concluded: "Overall we loved the location but the hotel was massively overpriced and the upgrade upsell took away from the holiday in general. I wouldn't go here again."
The manager quickly responded and said: "Thank you for taking the time to leave a review. I apologise that your experience was not as we would've hoped and that the room did not meet your expectations. We appreciate you providing feedback on your stay which we will take on board. I apologise again."
However, despite this customer's experience, many flock to Tripadvisor to give the hotel five stars with some calling it 'amazing'.
One customer said: "Excellent in every single way couldn’t recommend it enough. Breakfast, room, views everything was exceptional. Staff was also lovely and accommodating. This is the place to stay in Edinburgh. Thank you for an amazing stay."
Another said: "Market Street Hotel is one of the nicest hotels I've ever had the pleasure of staying in. The location was perfect, we were always within a 15-minute walk of anywhere we wanted to go. We were very close to the station and the tram which made our transfer to the airport both easy and much cheaper than getting a taxi!
"The hotel itself is spotless and so beautiful. The views from the bar near the reception are breathtaking. We were treated to a glass of champagne on arrival which was a lovely touch and I had opted to add birthday balloons for my friend's birthday - these were in her room with a handwritten card, she was so touched and it showed the attention to detail straight away."
READ NEXT-
Historic East Lothian house hits out after youths use ancient window as goal target
Violent Spanish gang burst into Edinburgh home and held two flatmates hostage
Climate activist last seen in Edinburgh returns to Scotland after arrest
Edinburgh man dies after emergency services respond to concerns raised by neighbours
Tributes paid to Edinburgh man who died in Majorca - while partner fights for life
