An Edinburgh waterfront hotel has apologised after a customer complained following an ‘unpleasant’ surprise.
The Holiday Inn Express at Leith Waterfront said they were ‘very sorry’ after the guest took to TripAdvisor to bash their stay. They claimed the hotel was ‘understaffed’, before going on to detail a surprise experience with housekeeping.
Posted earlier this month, the review reads: “Hotel very clean and front of house staff very warm.
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“Understaffed at breakfast and in the kitchen. Hardly any breakfast left by 9am - unless you like watery eggs. Housekeeping was unpleasant and walked in on me changing twice and knocked on our door 5 times despite agreeing late checkout.
“Was asked when I was going to leave once three hours before checkout time. The last two times housekeeping came in without knocking so I am angry about this. Hotel unresponsive to complaints.”
Quick to respond, the Holiday Inn Express Leith Waterfront replied: “Thanks for reviewing your recent stay. We’re sorry to hear your experience at the hotel wasn’t worth shouting about for all the right reasons.”
Overall, the Holiday Express Inn at Leith Waterfront appears to be enjoyed by customers with a four star rating on TripAdvisor. They’ve received 661 ‘excellent’ reviews, and only 25 ‘terrible’ ones.
A recent review states: "Great staff, nice hotel, would recommend.
“Great staff, nice clean hotel, ample parking (charge), clean tidy room, comfy bed, great shower. Tea and coffee in the room.
“Ideal for our visit to a concert at Leith Links. Near tram, pubs, shopping centre and eateries.”
Another added: “Great service. We had to change our plans at the last minute and so we booked a room literally right before heading here.
“The staff were accommodating and friendly, the breakfast was good. Rooms were clean and the beds were comfortable.”
