A guest at an Edinburgh hotel has branded their stay ‘uncomfortable’, saying they were left feeling like staff ‘weren’t interested’.
The customer took to TripAdvisor to make their feelings known, also highlighting the ‘very thin’ walls. The Leonardo Royal Haymarket were quick to respond, giving ‘sincere apologies’ that the stay didn’t match expectations.
Posted on March 11, the review reads: “Our room was standard and did the job.
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“Clean, comfortable and loved the selection of tea and coffee available. However, my partner and I were made to feel uncomfortable every time we spoke to staff.
“From check in to check out we felt as though staff weren’t interested. Also, the walls are very thin so be mindful if you are in a room near the lift like us, as we couldn’t sleep due to groups of people screaming and shouting all night.
“Overall, it’s a nice hotel if you’re looking to see the sights of Edinburgh but would opt for something closer next time.”
Responding the following day, Leonardo Royal Haymarket said: “I am thrilled to read that you valued our great cleaning standards during your stay, our staff take good care of the rooms and they try to use the best cleaning products possible which are good for the environment and deliver outstanding results.
“I am, however, very sorry to hear that some aspects of your stay did not meet your expectations. Please accept my sincerest apologies. Your concerns will be directed to the management team, who'll look at making any possible improvements in our service, which truly is so important to us.”
Currently, the Haymarket hotel has a four star rating on TripAdvisor. The majority of reviews are either ‘excellent’ or ‘very good’, with 3,308 of these overall.
Only 261 reviews are ‘terrible’. A recent review, which gave the spot five stars, said: “Stayed for a couples break in March.
“It was a relaxing time, a great location for Edinburgh attractions. Lovely room, helpful and friendly staff.”
Another states: “One of the best. My husband and I came to Edinburgh for his 40th birthday celebrations and we loved every second of it.
“The staff made it for us. We felt very welcome.”
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