A plush Edinburgh hotel has apologised to an American tourist after their son 'had to sleep on floor' in the luxury suite.
Taking to Tripadvisor, a fuming guest from Boston who stayed at the Scotsman Hotel two weeks ago described how their stay was ruined by taking a whole day to switch rooms because the first one had mould in it.
They also hit out at the lack of accessibility and signage around the North Bridge entrance to the swish accommodation. They were left furious when they eventually moved rooms but it was a double bed instead of a twin so their grown adult son had to sleep on a mattress on the floor.
A manager at the hotel has since apologised for not providing twin beds in the new room. And he also assured staff are looking into ways to make the building more accessible.
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The tourist wrote: "We travelled from Boston to the UK and had only two days in Edinburgh.
"Due to construction, we were instructed to use the back entrance but when we arrived it was unmarked and no one was in attendance. I am handicapped so my son had to go blocks away to park then bring in luggage himself.
"After dinner, we returned to discover the shower handle, shelf and all grout were covered in black mould and that we could not safely use the shower.
"I called the front desk first thing in the morning and told them of the situation and that we wanted to check out. They informed me that we would still have to pay for the second night regardless because we went through Booking.com.
"We immediately went down to the desk and they told us they would move us to another room but it was not ready yet. So we agreed to come back in a few hours to change rooms."
They continued: "When we returned after lunch we were then told by the manager that the room would not be ready until 3pm because that was check-in time.
"Even though we had already paid in full for two consecutive nights with a full day in the middle.
"We then found out they had gone into our current room and packed up and removed our belongings to a different room but we were not allowed in it. My son had to attend a work meeting at 2:30 so there we sat in the tiny hotel lobby him trying to work and me with no place to go.
"Finally at 3pm we were allowed to get a key but when we went in it was still not ready. It was made up as a King even though we booked 2 twins. It was 5 pm before someone showed up to make up the beds as twins but they did not know how to separate them so my son dragged the mattress off and literally slept on the floor.
"This was to be a once in a lifetime trip and it was ruined. We missed showers, the place was filthy and had no place to stay on our only full day in Edinburgh, instead it was spent dealing with the ineptness, lack of attention to cleanliness and unprofessional/rudeness of the management."
A hotel manager responded to the review writing: "Dear Guest, thank you very much for sharing your experience. I am very disappointed to see that your stay did not meet your expectation.
"Our Market Street entrance has a Scotsman Hotel logo and a buzzer for assistance, however, we are looking into other ways to make it clearer and better accessible.
"We have been calling all our guests two days before arrival and advising them on how to get into the hotel. We also hope that the construction near to our North Bridge entrance will finish soon.
"The shower in your original room needed some grouting indeed, which has been done since then, I am sorry that it was not done sooner."
He continued: "My colleagues tried to make it up to you for the inconvenience by upgrading you to the Publisher Suite, which is our best room ( apart from the Penthouse), however, I understand that you were expecting a smoother and earlier room move on the day.
"Unfortunately due to being almost fully booked, we could not manage that, though we tried our best. I am not sure why the room was not set up with twin beds, as you kindly requested.
"I apologise for that too. I would like to apologise for failing to provide the excellent experience you were rightly expecting and can only wish that you will give us the opportunity to serve you better in the future."
The four-star Scotsman Hotel is nestled between the hustle and bustle of the New Town and the historical Old Town.
Many of the original features and layout remain intact from the former national newspaper of Scotland printing house, bringing historical character to this luxury boutique hotel.
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One customer said: "An excellent stay and fantastic location. We have stayed at the Scotsman numerous times and I thought I would finally get around to writing a review.
"We stayed for two nights, and we like the fact that you can come straight out of Waverley and into the Hotel. The staff are welcoming, friendly and happy to assist in any way they can.
"The heating wasn't working in our room and they provided us with a heater to assist. Unfortunately, we asked to change rooms, but we were upgraded to a larger room and I can't fault the way they handled the issue."
Another said: "Thank you for a lovely experience my stay at the Scotsman in Edinburgh did not disappoint. I usually stay at The Balmoral but this hotel exceeded my expectations.
"The staff were so helpful The room was huge huge bed fantastic rainfall shower."
You can find out more about the hotel and book here.
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