An award-winning Edinburgh hotel has apologised after a guest was left unimpressed with their 'micro-room'.
The four-star InterContinental Edinburgh The George, on George Street, is known for offering a luxury experience and is rated a strong 4.5 on Tripadvisor with 1,638 guests branding it as excellent.
However, one American guest has called their experience "horrendous" after they were put into a "micro unit" with a view leaving much to be desired.
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Taking to Tripadvisor, the customer hit back at the vista of a wall and gutter - not to mention the service. The George quickly apologised and encouraged the guest to discuss their stay with them privately in more detail.
The American tourist wrote: "This was the worst stay and service I ever had with an Intercontinental Hotel. They placed me in a micro-unit with a view of a wall and gutter. I asked for help, and they then moved me to an adjacent room, just as small, and with virtually the same view.
"I told them I was a Rewards member, and they said that they did not care. I was called by the manager to see how things were, and I told him "terrible". He offered to send us drinks. However, the drinks were never delivered. The room and service were horrendous."
To which the hotel replied: "I am very disappointed to read your review following your experience with us at the InterContinental Edinburgh The George. I am sorry to read of the clear negative impressions you left with following your visit and I want to apologize as I was not able to discuss this with you prior to leaving the hotel.
"We pride ourselves on providing the highest levels of customer service and I hope that you will reconsider staying with us again and that we will have the opportunity to make right the negative impressions that exist following your most recent stay.
"If you wish to discuss any part of your stay further I would be happy to schedule a time to discuss your experience."
However other guests have praised the hotel for its location, cleanliness, and service.
One said: "This hotel was clean and in a great location, walkable to most places like the Royal Mile, Edinburgh Castle. The breakfast had a good number of options. The hotel staff was friendly and helpful.
"The only downside was the hotel was close to a church. If you wanted to sleep in. It was difficult as the church bells went off every hour between 7am and the last one was at around 9pm and 10pm.'
Another called it a 'five-star experience' and wrote: "By far one of the best hotel experiences that I’ve had. The staff are all amazing, rooms are perfect and clean. Great breakfast and a nice hotel bar to have a mid-afternoon drink in.
"Great location to see all the sites and proximity to wonderful restaurants. I would definitely stay here again."
"My son and I stayed at the Edinburgh before heading to St. Andrews for golf. My son arrived a day earlier and had no problems checking in and was happy with the room. When I arrived, the room was small for two of us, so the hotel upgraded us to a larger room. The hotel is older and the room and bathrooms are small. Has a great location. The concierge and front desk were outstanding with great service," a third reviewed.
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