A guest at a popular Edinburgh hotel has left a scathing review online, branding their service "pathetic."
After being unhappy with the room service and food, the guest was left reeling when putting their claims to a member of management who then "entertained another guest".
While visiting the Leonardo Murrayfield Hotel in the west of the capital, the guest said they had no room service for two days and they had to go downstairs to collect their own. Bosses of the hotel have since apologised.
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They vented: "Absolutely pathetic service. I booked two rooms with my family and the hotel is nowhere close to having 3 star facilities. I requested to add breakfast at the reception which was sadly not on the list the day we went to the restaurant. This just means they charged me but did not update it on the system.
"I wanted to order room service at 8pm for which I dialled room service. It connected the call to the reception and the same manager asked me to come down to order food to be delivered to the room. What is the whole point of room service?"
When the guest ventured downstairs to begrudgingly collect their "room service" they were informed that the kitchen had already closed, despite making sure it was open by scanning the QR code in the room.
They added that they too have experience in the hotel industry and the type of service "won't be tolerated."
The review continued: "What kind of hotel shuts their kitchen at 8:15pm? She told me that there is a problem with the phone that it won’t connect to room service. She could have told me about the kitchen timings.
"I work for hotels too and this type of service is not tolerated. These complaints were conveyed to the manager at the reception and she had nothing to say and tried to convince me that such things happen at hotels. No solution was offered and she started entertaining a different guest. Extremely rude staff."
The hotel customer services team provided a lengthy response to the guest in order to provide their own view of each complaint made. The hotel apologised for the issue with the bath towels and also said the lack of room service during the guest's stay was not reflective of their usual service.
The response continued: "Regarding the breakfast, we apologise for the miscommunication and the inconvenience caused. We will investigate the issue and reinforce our communication procedures to ensure accurate information is provided to our guests.
"We understand your frustration with the limited breakfast options and the delay in replenishing them. Your feedback is valuable, and we will work on improving the variety and timeliness of our breakfast offerings."
The hotel once again apologised for the confusion and inconvenience faced with room service and timings surrounding the kitchen operating hours.
Their response concluded: "This is not the level of service we strive to provide, and we will take immediate action to rectify the communication issues and ensure our staff is well-informed and trained.
"Please can you email our customer care team with the full details of where and when you stayed and your booking details so that we can investigate, you can contact us by going to our hotel’s website, if you scroll to the bottom of the page, you will see a button to “Contact Us” there you will then see a section where you can click to “email us."
Despite the guest being less than impressed with their stay, Leonardo Murrayfield has a TripAdvisor rating of 4.0 with over 1,300 excellent and very good reviews.
One recent customer who was more than happy with their stay wrote: "We had a great two-night stay at The Leonardo Murrayfield. Staff were lovely and friendly. The room was clean and comfortable as was the bed, perfect nights sleep!"
Another said: "Welcoming reception staff , Maria. Helpful information . Spacious airy room . Weather was warm but hotel room remained fresh. Lovely and clean."
