A popular Edinburgh hotel has been forced to apologise after a guest slammed their stay as 'frightful' and 'sleepless' while on holiday from the States.
The Glasshouse Hotel on Greenside Place in Edinburgh is a popular venue for people to stay over in the city, with an excellent 4.5 stars out of five on the TripAdvisor website.
The hotel is praised often for its location, service, cleanliness, and value for money - but one guest from America wasn't so happy with their visit.
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The guest took to the TripAdvisor website to share their disgust in their stay, claiming they were up all night listening to other drunken guests - and a few reportedly tried to break into their room, thinking it was their own.
The guest was forced to put a chair against the door in an attempt to keep the rowdy crowd out and also complained that the hotel still charged them a full fee despite complaining at check-out.
Writing on TripAdvisor, the disgruntled guest said: "This was an all-time worst hotel experience. This hotel held party events on Saturday and Sunday, and each of these days persisted until midnight.
"For the Saturday event the hotel passed out flyers warning that it might get noisy. That was a bad sign of what would come.
"Throbbing bass, Madonna, Wham, cheering, and inebriated cackling were nerve-racking. The in-room desk and our beds vibrated.
"Also, our room was not far from a lively third-floor bar—-what is a bar doing on the third floor about 20 feet from guest rooms? We could hear loud bar conversations in their entirety.
"On our second night someone, or more than one someone, repeatedly tried to enter our room, we suffered through clatter against the door and numerous illicit attempts to scan a keycard.
"Would they somehow unlock our door? We placed a chair against the door.
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"We were sleepless and left exhausted and the hotel charged us in full despite our making all of this known at checkout.
"'The DJ was told to lower the volume and refused' - Why was there a DJ blasting out in the first place in a hotel where guests want quiet and comfortable? Awful."
Following this scathing review, a response from the hotel was included underneath the original post, reading: "Firstly, I would like to thank you for taking the time to share your experience of your recent stay at The Glasshouse.
"It is only through feedback such as yours that we are able to maintain and when necessary improve upon the service that we provide to our valued guests.
"I would like to extend my apologies for the shortcomings during your stay, especially for the loud music coming from the wedding venue.
"I understand your frustration on this and I would like to assure you that we always try to keep the music on a bearable level on occasions like the one you mentioned above.
"I have also forwarded your comments about the incident with other guests trying to enter your room mistakenly, to our Leadership team to take the necessary steps to prevent similar issues in the future.
"Your honest feedback is crucial to us and I would like to thank you again for bringing these into our attention."
The hotel added: "Please send me an email on the address below so I can organise a memorable stay for you whenever your travels bring you back to Edinburgh, to restore your trust in the services we strive to deliver."
A one-star review is unusual for The Glasshouse Hotel, that averages 4.5 stars out of five often. One happy guest also wrote on TripAdvisor: "Stayed in early June and was blessed with great weather. The staff is excellent and helped us with some excellent local restaurants.
"The Glasshouse is in the middle of everything and we enjoyed the rooftop gardens as well."
Another said: "Fabulous hotel, intimate size, incredible customer service. Each room is different and unique. This was a return visit for us and did not disappoint."
And a third gushed: "Upon returning home to California we would like to share our wonderful our stay was at The Glasshouse. We had a wonderful experience at the property.
"Staff was attentive and very professional. We felt welcomed from the very first moment we arrived.
"Our room was spacious and well maintained with the exception of one little glitch, a broken closet light.
"Our concierge assisted us at every opportunity. We were able to get assistance with tours and restaurants which turned out to be incredible experiences."
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