Edinburgh hotel boss 'sorry' as manager 'wouldn't come out to talk to guest'

An Edinburgh visitor lashed out at the lavish Sheraton Grand Hotel & Spa for what they described as “the worse service we have experienced in a long time.”

The guest railed against the establishment, saying staff was “not well trained” and “unprepared”.

Hotel bosses apologised that the guest’s expectations were not met and said they were “deeply sorry for the disappointing experience.”

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The Sheraton Grand Hotel & Spa boasts an impressive four-and-a-half star rating from 3,986 reviews on Tripadvisor, with nearly 2,500 commenters rating their stay as “excellent”.

But the dissatisfied guest posted: “Probably the worst service and management that we have experienced in a long time.

“The staff in all areas, lounge club, bar area, restaurant were not well trained, unprepared, slow, could not answer questions. It was a disaster.

“Management would not come out to talk to us when requested. Many customers had the same frustrating experience.”

Sheraton bosses promptly replied with an apology, saying: “I am deeply sorry for the disappointing experience you had on your last visit. Your feedback is extremely important to us and I regret that we fell so short of the high standards we strive to maintain.

“It is not acceptable that you were met with untrained, unprepared and slow service in many areas of our establishment. In addition, I am truly sorry that management failed to address your concerns when requested.

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“Please be assured that we take your comments very seriously. I will personally ensure that this feedback is discussed with both our management and the rest of the team.

“Thank you for bringing these concerns to our attention. Your feedback helps us to grow and I appreciate your honesty. If you would like to discuss this further, please feel free to contact the hotel directly.”

Other reviews have lauded the hotel for its location and service. One commenter shared: “Our stay at the Sheraton Grand was wonderful! The rooms were nice and well maintained. Beds were so comfortable! We were upgraded to a city view which was lovely!!!

The breakfast service in the restaurant was excellent! The staff were very attentive and professional.”

Another penned: “Absolutely loved everything about my stay at the Sheraton! From the moment we arrived, the reception staff were extremely helpful & very friendly! They gave us details about dining & Harry Potter spots to visit.”

A third satisfied guest added: “The staff were really friendly, professional and gave us all the information we needed as well as the offers which were available.”

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