An Edinburgh hotel has apologised to a traveller who recently stayed with them after complaints about the TV, a disturbance as well as a detour they had to make to get to their room.
Best Western Edinburgh South Braid Hills Hotel, currently ranks as number 87 out of a total of 165 hotels across the capital with the hotel scoring an impressive four stars out of five thanks to 1,358 reviews.
However while they almost have one thousand 'excellent' reviews, not everyone loved their stay with one loyal customer vowing never to come back.
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In the two-star review the traveller, who stayed with them in July of this year, said: "We come to Edinburgh often and always look forward to staying at the Braid. It’s not the most modern up to date hotel but we have always felt it has a lovely atmosphere and the staff warm and friendly. This time we booked through booking.com because the hotel said they could not match the price we had been quoted even though in the past they did price match.
"We arrived to be given a room (extremely small dusty room) on the ground floor but my daughter and her young son was put on the first floor. I did point out I wasn’t happy about this because I wanted the rooms to be together. We were then told we couldn’t get to our room through the function room which is the most direct route because there was a function on and we would have to go outside and go through a back door to get to our room.
"The room was at the back of the hotel and all we could see outside the window was overgrown weeds. On going out that evening the function room was still in use so we had to use the back door again only for our exit to be blocked by a large van either collecting or delivering something. The first night there was a disturbance outside my daughters room which frightened my young grandson.
"This was upsetting because we were not near enough to help her. The second day the TV wouldn’t work because there was no signal. The third day our key and my daughters key wouldn’t work, and the TV still wasn’t working.
"We have been coming to this hotel for many years and have recommended it to many relatives and friends but this has been a really disappointing stay and sadly we will not be returning.
In response to the review, general manager John Forrester said: "Thank you for your review, I am sorry that on this occasion we failed to meet your expectations with your stay. We are planning a refurbishment very very soon.
"I am sorry for the disturbance and the detour you had going to your room when there is actually another route that you could have taken. I do hope you reconsider and once we have our refurbishment you will come back and stay with us."
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