Staff at a Hilton in Edinburgh were forced to respond to a scathing TripAdvisor review after one of their guests claimed they had their 'worst hotel experience in 15 years'.
Earlier this week, a visitor who recently stayed at the DoubleTree By Hilton in Edinburgh city centre, left a savage one out of five star review on TripAdvisor and said "How this hotel can claim to be a 4* hotel, is beyond me."
They complained about the view, the room temperature, furniture and condition of the bathroom and said socks had been left behind by a previous guest.
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In response, Hilton staff made a frank admission by saying: 'we wish we had the ability to turn back time to change their experience'.
The business traveller said of their stay in the capital earlier this month: "This was not a good experience. The room furniture was in a horrible state, the view was the worst I’ve ever seen, room temperature was all over the place, the bath was clogged so I could only shower for a minute or two, there were socks from the pervious guests, room service was not available due to broken kitchen equipment, etc.
"And when I asked for another room or an upgrade I offered to pay for myself, the reception told me that was not an option."
A member of staff of the city centre Edinburgh hotel apologised to the guest, with their reply saying: "I'm sorry to hear that this was your experience and I wish I had the ability to turn back time to change it.
"While we are delighted to have returned to a busy summer here in Edinburgh, this does unfortunately lead to us being at extremely high occupancy which ultimately means that we sometimes don't have the option to move rooms during a guests stay.
"I wish that this didn't have an impact on your stay in the way that it did and I apologise for the maintenance issues that were present in your room. Thank you for letting us know and my maintenance team are investigating this."
In spite of the poor review, the Bread Street hotel's guests usually report positive experiences according to the travel review website, with the DoubleTree by Hilton earning an average four out of five star rating from over 2,500 votes.
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