An Edinburgh hotel has responded after a guest left a one-star review in which they complained about a "rude and disrespectful" member of staff.
A visitor staying at the Macdonald Holyrood Hotel took to TripAdvisor to express their thoughts on the service in the gym. In the review, they criticised the "horrendous" behaviour of a gym trainer at the hotel.
The guest wrote: "There was a woman in the gym who put the volume down of the speakers. She asked everyone in the gym if she could put the volume down because she has ADHD so the very loud music from the speakers overwhelm her.
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"The gym trainer shouted rudely at her in front of everyone. She screamed in her face 'IS IT YOU WHO KEEPS PUTTING THE VOLUME DOWN?’ The woman was honest and said yes, to which the gym trainer replied 'WELL THIS IS A GYM YOU KNOW!'
"The lady left and was crying in the changing rooms. The gym trainer shouted at her in front of a client she was training. This woman explained she has a hidden disability (ADHD)."
She continued: "This type of behaviour is horrendous. I felt like the gym trainer was trying to show off in front of her client. Disgusting behaviour. You would think this five-star hotel would employ a person who is able to at least speak half decently to a member!"
Since being posted, the review has received a response on TripAdvisor from a General Manager at the hotel, who wrote: "Thank you for your review. This is disappointing to receive but thank you for highlighting this to me.
"As you will see from previous reviews our team are always highly praised by our guests and this is most unusual. We will therefore investigate this matter further internally but thank you for your comments."
Additionally, speaking to Edinburgh Live, a spokesperson said: “No incident of this nature has been reported to the hotel by any guest or visitor. It is of the upmost importance to us that we provide a welcoming and inclusive environment to all, and we are taking steps to explore the matter.”
The Macdonald Holyrood Hotel currently has an average rating of 4/5 on TripAdvisor based on 3,829 reviews. Other guests have praised its "excellent facilities" and "professional staff".
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