Edinburgh hotel boss apologises to guest for 'basic and tatty' £250-a-night room
Hotel bosses have apologised to a guest who left a rather discouraging review saying “A fancy French name is about all that’s fancy about it.”
The disappointed guest said he travelled with his family and forked out £255 for a 'Club Deluxe' Room, in Malmaison, Leith. But he has made it abundantly clear he will not be returning saying he will “avoid in the future.”
The guest left a one-star review on Tripadvisor and wrote: “I’m not sure what part was Deluxe. Room was pretty basic and tatty, carpet was ripped and basic maintenance looked bad, not what you expect when they claim to be a four-star.”
"I wouldn’t waste my money again and would avoid it in the future.”
He left a series of pictures apparently showing the condition of the room. Images showed issues including a ripped carpet and missing faucet cap.
Responding to the review, a duty manager at the hotel apologised for their poor experience and room condition. They wrote: "Thank you for staying at Malmaison Edinburgh in Leith and for taking time to leave feedback. We're truly sorry to hear that your experience did not meet your expectations, especially in regard to the room condition. This is certainly not the standard we strive to maintain, and we apologise for the issues you encountered with the room's upkeep and appearance.
“Your comments are taken very seriously, and we will be addressing the maintenance concerns immediately to ensure that this does not happen again. We understand how disappointing it can be when a stay falls short, particularly when it involves a significant cost.
“We appreciate your honesty and will use your feedback to improve the experience for future guests. If you would consider giving us another chance in the future, we would love the opportunity to provide you with the high-quality stay that we are known for. Thank you again for your review.”
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The Malmaison averages a four-star rating on TripAdvisor with hundreds of 'Excellent' and 'Very Good' reviews leaving many satisfied. One pleased guest who left an excellent review enthused: "Wonderful stay at Malmaison in Edinburgh! Perfect location, welcoming staff, and immaculate rooms. The breakfast was delicious. Highly recommend for a cozy, convenient stay! I would recommend anyone to stay at this hotel for a weekend away in Edinburgh as it has great transports links to the city centre."
Another guest who enjoyed their stay posted: "I spent a week at the Malmaison, and couldn’t be happier. I’d never been to Edinburgh, and this hotel came up as a recommendation on the Amex travel site.
"The hotel is around the corner from a tram stop, and connects directly to the airport, as well as central, historic Edinburgh. I found this so convenient during my stay. I could basically walk out the door, and every seven minutes a tram would arrive. I’d be in central Edinburgh in no time."
Many commented on how good the hotel is location-wise as thousands flood the capital ahead of Edinburgh's Festival Fringe. One wrote: "I had a lovely stay here this past bank holiday with the family whilst visiting the Edinburgh festival, the room was lovely with 2 double beds and the staff really could not do enough for you. Yes it was expensive however it was August in Edinburgh so."
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