An Edinburgh hotel has apologised after a guest said their stay included "too many cons".
The Apex Grassmarket Hotel said they "regret that they fell short" after the customer complained of a "view of rubble" from their window. They also said staff failed to attend when they complained about a broken fridge and claimed they were left to carry their own bags up the stairs.
After checking out, the guest took to TripAdvisor to detail their visit. They stated: "Stayed five nights, upgraded to castle view, while there was a view of the castle, there was also a view of rubble, a rickety old fence and old equipment.
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"There is no air conditioning and the room was unbearably hot, the windows we’re screwed shut so absolutely no ventilation, had to prop open the door to the hall to get air and the fridge did not work so no cold drinks. Reception said they would send someone to look at it but didn’t happen.
"There are a bunch of steps in the lobby, nowhere to roll your heavy suitcase down. No one offered help either, usually only one person at reception and always a line up.
"Breakfast was overpriced and no good. Only good thing is location, hop on is right across the street. But when you don’t want to go back to your room after a long day of sightseeing, because it’s like a sauna, location means nothing."
Quick to respond, management at the Apex Grassmarket Hotel apologised for the issues: They replied: "At Apex Hotels we strive to provide great service and memorable experience for all of our guests and it saddens me to hear we did not exceed your expectations this time.
"We're sorry to hear about your issues. We apologise for the lack of assistance with your heavy suitcase and the inconvenience of navigating steps in the lobby. We strive to provide excellent customer service, and we regret that we fell short in this aspect during your stay."
Guests at the Apex Grassmarket seem to generally enjoy their stay, with the spot having a four-star rating on TripAdvisor. It currently holds 842 'excellent' reviews, and only 54 'terrible'.
A recent review states: "Amazing hotel. I travelled here with my husband for his 40th birthday.
"We stayed in room 4009 which was a room with a balcony and view of the castle. Absolutely breathtaking, especially at night.
"The room was extremely clean and was cleaned each day we were there."
Another added: "This hotel is in such a great location. We were lucky enough to have an amazing view of the castle from our room - what a treat.
"We found the staff all very friendly, the room very well stocked, clean and the beds were comfy. The breakfast was delicious, with lots of choice. We've stayed here before and would stay again."
