The manager of a luxury Edinburgh hotel has apologised after a customer hit out over their "awful" stay with rude staff and "slimy" conditions.
The guest claimed that they had previously been a loyal and content visitor of the Hotel Du Vin and Bistro on Bistro Place, but was left "disappointed" with the services and treatment at the popular guesthouse.
Posting on TripAdvisor, they disgruntled punter wrote: "Very disappointed. Have stayed before and it was excellent. This time just awful.
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"Shower head slimy and scaled. Restaurant manager over-familiar to the point of being rude. Several menu choices unavailable but only advised once we’d ordered.
They went on: "Only filter coffee at breakfast because the coffee machine was ‘having a tiff’. We needed an early start so missed breakfast on Saturday as it doesn’t start till 7.30, so lost part of our tariff. Room servicing very late in the day.
"We did mention all of this and the porter promised to speak to the manager who would contact us. Still waiting..."
The general manager at the glamorous hotel quickly apologised for the guest's disapproval, though disputed some of their claims and suggested alternatives should the unhappy customer choose to return.
He said: "Thank you so much for your feedback and thoughts on our beautiful hotel. I am sorry you felt disappointed following your last stay as we always do our very best to ensure you have a fantastic time with us.
"We indeed take on board your feedback as we aim to improve as a team. We offer speciality coffee on order any time of the day on top of our filter coffee and our teams are always available should you need any special requirements. We aim to always have great products availability on our menu however seasonality may affect this from time to time.
"We can always have breakfast ready to take away on your early start should you need and I am sorry all this wasn’t followed by our team here. However we truly hope that you will come back and we look forward to welcoming again very soon."
Although this guest left displeased, Hotel Du Vin & Bistros fares very well on TripAdvisor, averaging a rating of 4.5 out of 5 stars.
One guest wrote: "Another 4 night stay at this hotel in 6 weeks. On both occasions the staff have been very friendly, the rooms have been clean and tidy with prompt room service every day... Love it here and wouldn’t stay anywhere else when in Edinburgh.
Another said: "This place is awesome. Great facility and the people are very friendly. They really took care of our family and made us feel welcome. I will definitely come back again. Great location as well! The staff set up our entire family when they had a problem with their AirB&B".
