Guests in an Edinburgh hotel were left saddened after being told staff were "very busy" when they complained about the service.
An Irish couple were looking for a touch of luxury during their minibreak over the Easter weekend but were unfortunately left disappointed due to the "drab" view and bedroom decor.
The customer also slammed the "limited" menu and the surf and turf which was served with no vegetables.
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Hitting out at the hotel on TripAdvisor, the fuming customer wrote: "My husband and myself travelled from Ireland for the Easter Bank Holiday Weekend.
"We choose to stay in this Hotel due to its location and we wanted to treat ourselves to a four-star hotel experience. We definitely did not receive a four-star experience.
"We discovered it was far below the par of a four-star hotel and the price we paid did not reflect the experience we had.
"Firstly I must point out a positive, the reception staff (especially the staff member from Pennsylvania), were most friendly and welcoming, unfortunately, that's where the positive ends.
"We had booked a room with a city view, it looked out over a drab office building, the bedroom was very basic and a complete refurbishment is required. We regretfully had dinner in the Surf and Turf restaurant that evening.
"The menu was very limited, prices very high, no fresh vegetables, a steak served on a plate filled with rockets. We were overcharged on the bill and a service charge was added despite stating it was discretionary."
Finally, she added: "Staff appeared very inexperienced and when we complained they told us they were very busy! The hot breakfast buffet in the morning was very cold and the toaster was inefficient.
"Poor breakfast experience. Only one lift working for the whole weekend. Overall a very disappointing stay would never recommend this hotel."
The front office supervisor said: "Thank you for taking the time to leave feedback on your stay with us.
"Firstly I am delighted to read that you found our team to be friendly and welcoming, and I will be sure to pass on your kind comments to Anna from Pennsylvania!"
They continued: "However, I am saddened to read that other aspects of your stay were underwhelming in comparison. Please rest assured I will pass on your feedback to our management team so that we can improve the quality of our service across the other departments to ensure that all of our guests have an excellent stay.
"Once again thank you for sharing your feedback, and we do hope to welcome you back once our hotel has been refurbished within the next year or so."
The property is a four-star hotel near Holyrood Palace and Dynamic Earth.
One customer said: "The staff could not have been any nicer !!! Everything was explained and a tour of the facilities available etc. The two treatments we booked in for were done on time and were so good!
"Shout out to George (if I remember ) he was really great and very professional. The afternoon tea was great (and for the package deal it seemed a bargain!)
"I read reviews the night before going and was a little worried about the experience we were going to have but I would defiantly go back again. Robes, towels and slippers were all waiting for your arrival. Really great facilities."
Another said: "A winner! The staff was the best! Professional, and helpful, they 'bent over backwards' to make our stay a good experience."
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