United Kingdom
, Edinburgh 
Melanie
Arrived with my teenage son for two nights.
Located in a great area very walkable to amenities and shopping. Staff were nice.
However, for a 5 Star property at this price point it was a terrible experience.
1. Power outlets all stopped working within 2 hours. Maintenance came and fixed it- one hour.
2. Same night, our AC and ventilation stopped working. Unable to open windows and the room was unbearably hot. Multiple attempts staff was able to fix it.
3. Day 2- left at 10am and asked front desk to make sure housekeeping came to bring fresh towels and empty garbages while we were out. Arrived back at. 1:30pm and nothing done. Went to front desk and asked again. Nothing done.
I ended up emptying the garbages myself and placing all garbage outside my room with the dirty towels at 2:30pm.
4. Went back to reception at 2:30pm and asked again.
5. Came back at 4:15pm and towels, garbage still sitting at door outside in hall ( room still not cleaned and no towels) Garbage and towels were not picked up from hall until 8:30pm despite notifying reception and seeing housekeepers walk by multiple times
6. Went to reception and asked they get some towels and I brought them myself up.
7. Fan and AC again stopped working at 9pm. Maintenance spent 30 minutes trying to fix. Made us pack up and move rooms at 10pm. New room also had no fan and AC working. Finally by 11pm was fixed.
Upon check out gave me 30% off room. Should have had one night free minimum!
Located in a great area very walkable to amenities and shopping. Staff were nice.
However, for a 5 Star property at this price point it was a terrible experience.
1. Power outlets all stopped working within 2 hours. Maintenance came and fixed it- one hour.
2. Same night, our AC and ventilation stopped working. Unable to open windows and the room was unbearably hot. Multiple attempts staff was able to fix it.
3. Day 2- left at 10am and asked front desk to make sure housekeeping came to bring fresh towels and empty garbages while we were out. Arrived back at. 1:30pm and nothing done. Went to front desk and asked again. Nothing done.
I ended up emptying the garbages myself and placing all garbage outside my room with the dirty towels at 2:30pm.
4. Went back to reception at 2:30pm and asked again.
5. Came back at 4:15pm and towels, garbage still sitting at door outside in hall ( room still not cleaned and no towels) Garbage and towels were not picked up from hall until 8:30pm despite notifying reception and seeing housekeepers walk by multiple times
6. Went to reception and asked they get some towels and I brought them myself up.
7. Fan and AC again stopped working at 9pm. Maintenance spent 30 minutes trying to fix. Made us pack up and move rooms at 10pm. New room also had no fan and AC working. Finally by 11pm was fixed.
Upon check out gave me 30% off room. Should have had one night free minimum!
