An Edinburgh hotel has apologised after one customer described a "disappointing" visit to their establishment.
The hotel visitor, Jayne, stated that the hotel rooms were "dated", the food was "average at best", and the service they received from staff was nothing short of "terrible".
The customer was even locked out of their room early, as the couple were not told about the early check-out times on their arrival. Jayne booked the Leonardo Royal Edinburgh Haymarket hotel for her husband's 60th birthday - and now wishes she hadn't bothered.
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The customer posted her dissatisfied review on popular website, TripAdvisor, where she went into detail about their stay. On route to their room, Jayne noticed a few things.
In her review, Jayne said: "Went to our room, noticed on way to room that the carpet in the hallways had quite a few stains and looked very well worn, got to room and it seemed fine, if a bit dated.
"One of the curtains was partially hanging off the window and 2 of the lights didn't work but as we planned to be out most if the time we didn't worry too much about this. Bathroom was nice except for the rust on the bottom of the bath. It seemed clean."
The couple then decided to stay in the hotel and order some food, given their long day of travelling. The customer continued: "We were tired after travelling so we thought we'd eat in the hotel. We each ordered rump steak with chips, when it came the steak was very small and only a handful of chips.
"You couldn't order peppered sauce or anything, we had 2 Pepsi with it and 2 coffees and it was £55!!! Definitely not worth it."
The reviewer described the bed as "comfy" but the pillow situation had her angered further. She continued: "The pillows on the bed are the worst I've ever seen anywhere, they are so hard and completely flat, you would need 3 of them to make one good one."
Then came the service of the staff in the hotel, which Jayne was also disappointed with. She explained: "The general service in the bar was terrible, even if you wanted something simple, you had to wait ages for someone to serve you, my husband asked for your Fanta orange or any type of fizzy orange drink and he was told they didn't have anything like that only Irn-Bru.
"Breakfast was average at best. No organisation or management input to what was happening especially with the hotel being so busy."
On the last day, the couple decided to visit the city, as they weren't aware of the early check-out timings. Jayne said: "The 20th was our last day and we went out straight after breakfast, not even thinking about check out times etc as we weren't given that info when checking in.
"When we came back to hotel to get our stuff we found our cards weren't working, when my husband went to reception he got a guy who was not very friendly, who said that checkout was at 11, and they needed us out to get the room cleaned.
"We told him if we had of been informed of this we would have known, by this stage it was around 12.45 and he told us they were under pressure to get the room ready for the next guests.
"I said sure you can't check in until 4pm anyway and he said again that it left them very little time, to which I replied, we have spent enough money in this hotel to pay for the extra hour. Then he let us in and proceeded to ask us how long it would take us to be out."
As Jayne's husband returned upstairs to gather their belongings, she sat down and experienced something rather shocking by one of the staff members. She added: "Sitting so close to reception we were able to observe people checking in and no two people got the same welcome or information.
"A female member of staff couldn't see us where we were sitting and we could hear her giving off about guests in general."
The reviewer concluded by stating the Edinburgh hotel was definitely not a four star hotel "on loads of levels", and only complimented the location of the establishment.
A member of the customer experience team replied to Jayne's scathing review on TripAdvisor, thanking them for the review and apologising for their experience.
The hotel worker posted: "Firstly, please do accept our apologies for the instances that took place during your stay, we will report the maintenance issues with the curtain and light bulbs to the team so that these can be repaired if not already done so.
"I am sorry to hear that you were not happy with the quality of the steak and the breakfast buffet, we do normally receive great reviews about our breakfasts, and will be having a new bar and restaurant menu launching at the end of this month after listening to our customers feedback."
On the checkout issues, they explained: "I can confirm that check out time is before 11am, it is disappointing to hear that you were not made aware of this during check-in or had a welcome letter in the room with this information, and more so, how the team handled this situation and their conduct when you did check-out, we will address this with the team."
The staff member finished by adding: "We do hope that you will consider a Leonardo or Jurys Inn hotel in the future, we have 51 in the UK and Ireland."
The Leonardo Royal Edinburgh Haymarket hotel tends to receive a four-star review from many customers, who praise the location, cleanliness, service and value for money.
For more customers experience of this Edinburgh hotel, and many more, visit the TripAdvisor website here for further details.
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