Edinburgh hotel apologises as £436-a-night guest 'has to queue for biscuits'

An Edinburgh visitor berated a city centre hotel over long wait times caused by Taylor Swift’s Eras Tour.

The guest, who stayed at the Hampton by Hilton Edinburgh West End, complained at paying “£436 for one night” and having to “queue to buy a biscuit.”

Hotel staff apologised, validating that they “understand your disappointment about the lack of biscuits in your room.”

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The Hampton boasts a four-star rating with 606 ‘excellent’ reviews and only 38 ‘terrible’ ones.

The disgruntled guest posted: “A poor welcome. There was no greeting, just admin doing check-in.

“I returned late and asked if there were biscuits in the room. I was told I could buy some but there was a big queue. I paid £436 for one night and I had to queue to buy a biscuit.

“Breakfast was poor, all very basic - white bread or brown bread, no individual yoghurts, and poor fruit selection.”

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The Hampton by Hilton team replied speedily with an apology. They stated: “Thank you for taking the time to share your feedback. We deeply regret that your recent stay did not meet your expectations, and we appreciate the opportunity to address your concerns.

“During your stay, our team was managing an exceptionally high volume of requests and check-ins due to the three back-to-back Taylor Swift concerts. Despite our best efforts, it appears we fell short in this instance.

“We understand your disappointment about the lack of biscuits in your room. As a Hampton by Hilton standard, we do not stock biscuits in the rooms. We are sorry for any inconvenience caused by the queue when you tried to purchase some.

“For breakfast, we follow the Hampton by Hilton standard offering, which includes a variety of options such as sliced bread, baguettes, croissants, a choice of cereals, porridge, a selection of fruits, cheeses, hams, scrambled eggs, bacon, sausages, haggis, tomatoes, hash browns, waffles, and more.

"We regret that you found the selection lacking and will review your feedback to see where we might improve.”

Other reviews have called the hotel “brilliant,” with one praising the “kind and focused” staff and the continental breakfast offering “good options including delicious waffles and croissants.”

One guest enthused: "We stayed at the Hampton by Hilton Edinburgh West End during the end-of-year holidays and everything was perfect. One of the most positive aspects of the hotel is the staff, who are very friendly and always smiling. All the staff are very kind and focused on making your experience a pleasant one."

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