An English tourist was less than impressed their hotel during a stay in the capital - after hearing 'noisy guests' at the lift outside their room.
The disappointed holidaymaker. left a detailed two-star TripAdvisor rating for the Royal Terrace Crowne Plaza, and slammed the hotel for failing to provide a high standard of service while undergoing a revamp.
“My husband and I had a two night stay in Edinburgh in August. As my husband is an IHG Platinum member we always try to stay in one of their hotels as they are usually of a very high standard. Not the case in this one,” the reviewer began.
Aside from the complaint staying in a room opposite the noisy lift, she also had a gripe about her husband not receiving free breakfast as part of their platinum membership. And she was also less than impressed at being given 'sour and lumpy' milk by reception.
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During the height of Edinburgh’s summer heat, the Crowne Plaza guest complained that the windows were glued shut while the AC struggled to cool the room.
“We heard every bing-bong of the lift arriving and very noisy guests chatting while waiting for the lift,” she said.
“Although I set [the air conditioning] to 16 degrees, there was no way the room went down to this temperature. The windows were glued shut, so we couldn't even open them the six inches.”
To top it all off, the reviewer said she asked for milk from reception and was given six small cartons of long-life milk.
“When I put [the milk] into my cuppa, it was sour and lumpy. I checked the date, it was May 2022. When I checked the milk which had been left in the room, which was off, that was also out-of-date. The hotel may be going through a change but it is no excuse to provide out-of-date items. Just glad we didn't eat there,” the woman complained.
The hotel’s general manager responded by asking for a second chance in the future. “I would like to start by apologising to you for not meeting your expectations. We strive to make each stay as pleasant and comfortable as possible, and we will use your comments to coach our team in order to provide a better experience in the future,” the general manager replied.
“I will discuss the fact you received out of date milk with the relevant departments, and make sure we put a stricter process in place to check our in-room amenities. I hope you will give us a chance by staying with us again to show you that your unsatisfactory stay was an exception.”
The Royal Terrace Crowne Plaza Hotel is located near Calton Hill and Regent Terrace. The central Edinburgh hotel has an average four-star rating on both Google and TripAdvisor.
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