An internet spat has developed between an Edinburgh hotel guest and the venue’s general manager following a less-than-favourable review on TripAdvisor.
The patron, known as Anne, took to the travel website to complain about her stay at The Bonham Hotel, which is in the exclusive West End of the Scottish capital, near Dean Village. She claimed staff were rude and uncooperative during her visit in September and warned others to give the establishment a wide berth, writes EdinburghLive.
“Avoid at all cost,” said the tagline to her one-star review. “Terrible experience upon arrival with some member of staff at the front entrance – no name but not helpful or pleasant.
“We had an immediate complaint and he was rude and uncooperative about it, resulting in a verbal confrontation. We’ve stayed at this hotel many times over the years and he had the audacity to say they had no record of us ever having stayed at this hotel.”
The woman and her partner decided to leave immediately and book into another hotel – the Cheval Edinburgh Grand, in St Andrew’s Square – of which she left a much more complimentary evaluation. “A fabulous hotel, where you will be treated with respect and decency,” she added.
But the woman’s raw comments triggered a response from The Bonham’s general manager Douglas Campbell. And he will not be welcoming her back to his hotel again.
“As explained yesterday, we do not accept verbal abuse and swearing at our staff which is wholly unacceptable in any environment,” he wrote. “I’m afraid this meant we were unable to accommodate you on this stay or any future visit.
“I am glad you were able to find alternative accommodation that better suited you for this trip and in the future.”
The Bonham Hotel has an average 4.5 star rating out of more than 2,000 reviews on TripAdvisor. Over 1,200 observers have left five-star reviews, with just 25 marking it down as one star.
More recent reviews have described their star as “just wonderful” and “brilliant”. And Lisa M, from Michigan, said it was “quiet elegance at its best”.
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