An Edinburgh hotel has apologised after a guest complained about the pillows in her room - and urged people not to visit.
Yotel, on Queen Street, has a respectable four stars on Tripadvisor with many praising its location, service and cleanliness. It comes in at 112 out of 166 hotels.
However, one guest was left unimpressed after the pillows led to a bad night's sleep and claimed to have caught staff 'arguing with each other'.
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The hotel's manager quickly responded to apologise and insisted it was not the 'usual standard of service'.
Taking to Tripadvisor the disgruntled guest said: "Impossible to sleep here. Pillows like rock, next door's shower wakes you, staff unfriendly. Here are three things for them to improve before you stay I'd say -
"The pillows are impossible to sleep on, so you end up trying to sleep between two to find a comfortable place for your head.
"The next room's shower will wake you up in the morning, whether you want to wake up or not!
"The staff are without doubt the least friendly I've met for a long time. No hello, no goodbye, no thanks for staying with us.
"Perfunctory at best, and they quizzed me on whether I was staying with them or not half way through my stay there. Bar staff were arguing with each other. Not a pleasant stay, and I'd steer clear."
To which the manager replied: "Thank you for your review and I apologise for the issues that you faced. This certainly isn't our usual standard of service.
"Your valued feedback will be shared with our management team, and I do hope that in the future we can welcome you back to YOTEL."
While one customer wasn't too happy, other guests had a better experience.
One commented: "We got up and got an early check in and the team was very helpful with planning an extra night for me and my partner they even held our luggage, all the staff was very helpful with all the enquiries we had. I would love to come back."
And another said: "Excellent hotel. Very modern with big tv, led lighting and beds that move so you can sit comfortably watching tv. Food was very nice with free drinks 24/7. Very friendly staff. Really close to the centre with only a five minute walk to the castle."
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