A guest at a popular Edinburgh city centre hotel has left a one-star review detailing their experience with a mysterious 'disappearing biscuit'.
While most guests that feel the need to leave a negative review often take aim at the service or food, this person's main quarrel seemed to be the fact that their pack of welcome biscuits had one missing, and trying to get a replacement packet ended in another fiasco.
Staying at the Apex Hotel in the Grassmarket recently, this guest said they booked the venue for a joint 40th birthday. They said the room was a reasonable price considering the ongoing Festival Fringe at the time, although "tea in the room would have been nice."
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After getting up to the room, this guest carried out a thorough investigation after noticing the packet was a biscuit light. They said: "The lady at reception pulled up the booking at this point and said 'I can see you've paid' when I offered my via as ID. Coming back at 3.30 the room was lovely but the packet of borders biscuits was open with one missing. I phoned reception four times before answer and was asked 'what do you think happened? Have you asked others in the room?' I'm not Hercule Poirot but advised 'I think either housekeeper ate it or last guest ate one and left the other on the tea tray."
The guest said the cups looked clean and so did the tray, but for £275 for the room, they expected no issues to be had after asking for another packet of biscuits that seemingly added a lot to the hotel experience.
They continued: "I went down to reception to see her and she promised to send them up and gave us voucher for two free drinks. After leaving the hotel I noticed my Visa had £275 pending. nine days later I have my money after contacting booking.com and the hotel who emailed me confirmation of their mistake. I was very worried in this time that I would get Visa interest or need to use my card as we have two kids and if only has a £500 limit. The best part was breakfast, best ever in a hotel and the apex duck."
Overall, the guest seemed content with the food and experience asides from the rogue biscuit and concerns over being charged twice. A member of staff from the hotel responded to the review and apologised for the double payment, saying there was a miscommunication with Booking.com. They added that the case of the disappearing biscuit was chased up with management.
The response read: "Thank you for taking the time to provide feedback, it is greatly appreciated. I'm delighted to read that you found the room to be lovely and that you were very happy with breakfast.
"It saddens me to read about the issues you experienced during your time with us. I have investigated to see why you ended up being double charged and it appears there was a delay with the charge being made through booking.com, and then miscommunication thereafter resulting in you being charged a second time. I am truly sorry this happened and glad to see that we were able to refund you back that second charge.
"I have also followed up with our department heads regarding your feedback of the biscuits and interaction with the lady on the phone. What you have described definitely falls short of the Apex "Warmer Welcome" we have become known for. We will make sure issues like this do not happen again."
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