Edinburgh hotel boss apologises as guest's £543 room has 'building site view'

The guest branded the experience "disgraceful"
-Credit: (Image: TripAdvisor)

An Edinburgh visitor has slammed a city centre hotel after "paying £543 to stay next to a building site".

The guest, who stayed at the Leonardo Royal Hotel on Jeffrey Street, claims builders were "drilling, hammering, banging and shouting from 7am". They also say staff "didn't mention any issues".

After branding the hotel the "noisiest" that they had stayed in for years, bosses at the Leonardo apologised for the disruption and acknowledged "how frustrating early disturbances can be".

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The Leonardo has an overall 3.5 star rating, with 1,622 'excellent' ratings and only 395 'terrible' ones.

The Suffolk businessman's review reads: "I can’t believe I paid £543.60 (excluding breakfast) to stay in a room next to a building site that started drilling, hammering and banging and of course shouting from 7.00am each morning.

"I also think it’s disgraceful that the staff didn’t mention that my second floor room right next to the works would be hideously loud come early morning. For > £500 I’d expect some courtesy. Fortunately my annoyance is mitigated by this being a business trip and the money spent not my personal cash.

"BUT if I’d been here on holiday as many in the hotel were I’d have been banging on the manager’s door. If they give you a room on any floor with even numbers between 00 and 08 be aware that at present these rooms will guarantee you will not require an alarm call.

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"I can’t recall the last time I gave a hotel a low score like this but this hotel is the noisiest I’ve stayed in for years and whilst the hotel can’t help what the builders are doing they can certainly give you the option to cancel. 'You get what you pay for' I say in my profile. Not this time I didn’t."

The team at the Leonardo Royal Hotel quickly responded. They stated: "We sincerely apologise for the disruption caused by the nearby construction work during your visit.

"We understand how frustrating it can be to be disturbed early in the morning, especially when you're looking forward to a restful stay. Please know that we take your feedback seriously, and we are actively working to address this issue with the relevant parties to minimize any inconvenience to our guests in the future.

"Regarding your concerns about the room location, we regret that this was not brought to your attention upon check-in. Ensuring our guests' comfort is our top priority, and we apologise for any oversight in this regard. Rest assured, we are reviewing our procedures to prevent similar situations from occurring in the future."

Other recent reviews of the Leonardo have branded the hotel "absolutely flawless". One states: "From the first moment we crossed the threshold, the decor and atmosphere were flawless and service was perfect.

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"We had to check our bags in early, which was not a problem for the reception staff. Check-in was smooth and communication was really clear.

"Our room was spotless, with gorgeous views and very cosy. I had forgotten my toothbrush but had one delivered within minutes after calling guest relations. The breakfast was incredible."

A second reads: "Stayed two nights at Leonardo Hotel Edinburgh (Jefferey Street). The location is fantastic, very close to the Royal Mile and you can actually access via the back door.

"The room is nicely refurbished and renovated. Clean, functional and stylish."