Edinburgh hotel boss' witty reply to English guest after 'heated' row over umbrellas

The hotel has a 4.5 star rating overall
-Credit: (Image: TripAdvisor)

A tourist in Edinburgh who branded hotel staff "rude" received a quick-witted response from management.

The guest, who stayed at the Hotel Indigo in the city centre in May, took to TripAdvisor to say the spot was "dated". He also claimed that due to the hotel undergoing refurbishment, they "shouldn't be taking customers".

The tourist, from Kent, also alleges to have recorded a "heated" conversation with a staff member over the hire of hotel umbrellas. Hotel Indigo has an average 4.5 star rating on TripAdvisor, with 1,027 'excellent' reviews that highlight the "beautiful" building and friendly staff.

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Posting to TripAdvisor, the holidaymaker wrote: "This hotel is an absolute disaster the hotel room was dated and smelled of damp.

"The duty manager was rude and pretended that he didn’t understand what we were talking about and wouldn’t provide his surname when we asked as I wanted to complain to head office about his rudeness and lack of interest. I would strongly recommend not staying here.

"When we arrived today we were shocked to see the hotel covered in scaffolding and the lift not working. The hotel was undergoing refurbishment and should not be taking customers.

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"I’ve including photos of our room with defects. I’ve also recorded our heated conversation about having to hire hotel umbrellas."

The hotel quickly responded to the complaint, stating: "Apologies that you had arrived at the incorrect hotel, I believe that you had expected to be staying at another hotel whilst in Edinburgh? Obviously this had upset you, and I am also lead to believe that some heated language was used.

"I will certainly look at the issues in the bedroom, therefore thank you for sharing. Moreover, yes, as stated on our website, we are undergoing a fantastic refurbishment to enhance our wonderful hotel."

A recent five star review of Hotel Indigo brands it an "ideal" spot. The post reads: "Lovely hotel, within walking distance of the train station (we did it with two children, cases etc., within about 10-15 minutes), and it is just up from the Playhouse Theatre so an ideal base for whatever you need.

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"My IHG loyalty was recognised on check-in, and the reception staff were more than helpful, taking our bags although we arrived hours before check in, and then organising them to be in our room when we arrived back after some sightseeing. Our room was a lovely large family room."

Another review branded it "the place to stay". They said: "This hotel is really well placed. We had a two night stay and we were able to walk to all the main sites you would want to visit in central Edinburgh.

"The hotel itself is kept very clean and the our room was well equipped and nicely furnished. All the staff we came in to contact with were friendly and helpful. Breakfast was great too.

"Plenty of choice and it wasn’t too busy. Would happily use this hotel again if and when we visit the city."