Edinburgh tourist fumes at hotel's response when he spots mouse after his shower

The hotel said strict measures are in place
-Credit: (Image: TripAdvisor)


An Edinburgh hotel has apologised after a tourist was "welcomed by a mouse" at the city centre spot.

The visitor, from Malaysia, allegedly woke up early in the morning to find the mouse on the carpet in his Novotel room. He also claims he was met with "no apology" at the time.

Hotel bosses have said "strict measures are in place", and "action was taken to prevent any future events". The guest, Leo, said he felt the incident was treated as if it were "something normal".

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Novotel in Edinburgh's city centre has a four-star rating on TripAdvisor, with 1,360 'excellent' reviews and only 124 'terrible'. Leaving a review on TripAdvisor, Leo said: "I booked 5D4N at this hotel. The location is great (as described).

"The room (507) was spacious and with nice bedding. The pool and sauna is good too (especially during cold winter). However, on the 4th day, I was shocked when I saw a MICE inside our room when I wake up early in the morning for my shower (standing in front of the cabinet).

"I was lucky not to step on it as the the colour of the carpet is quite similar too. Despite my musophobia, I have no choice but to use the towel to slowly push the mice out of my room.

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"I went down and report to the front desk (and I tried to call the reception for help but the phone in the room was out of service) about this incident only to be treated as if its something normal. No apology given as well.

"The way they handle this situation was really very disappointing. As a frequent traveller who always stay at Accor Group hotel, their attitude are really p***ing me off.

"As I came back to the hotel in the evening, the reception/staff don't even bother to explain or apologise to me too. When I re-enter my room that evening, I can easily guess that hotel staff didn't do any extra cleaning to my room.

"No offer by the hotel management to change my room too. A room with mice infestation is a very serious matters as they can contaminate food and surfaces they run along with a range of diseases."

The tourist said they woke early in the morning to see a mouse in their room
The tourist said they woke early in the morning to see a mouse in their room -Credit:TripAdvisor

Responding quickly, the general manager at Novotel said: "I was most concerned to read your comments and can certainly appreciate how distressing this must have been and I do sincerely apologise.

"I can assure you that we have strict measures in place and upon learning of this isolated incident have immediately contacted our pest control provider, who attended the hotel within a few hours and action was taken to help prevent any future events of this nature. I believe this was swiftly dealt with and resolved to your satisfaction, however I am sorry to learn that this was not the case and you left the hotel dissatisfied, I once again apologise for the discomfort and the distress it may have caused you."

Other guests have had "perfect" experiences at Novotel Edinburgh. A recent review on TripAdvisor reads: "Stayed four nights at the beginning of July.

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"Booking was easy, fantastic communication with the local Novotel booking rep. Hotel was busy but the staff were 100 per cent professional and friendly - especially the maintenance crew who managed the general election on goings at the hotel amazingly.

"Clean rooms, good breakfast - perfect for our stay."

A second reads: "I recently stayed at the Novotel Edinburgh and had a fantastic experience.

"The rooms are generously sized, providing plenty of space to relax and unwind. One of the highlights of my stay was the excellent wellness facilities, including a well-maintained jacuzzi, swimming pool, and sauna, which added a great touch of luxury and relaxation.

"The hotel location is perfect—situated near the iconic Edinburgh Castle and right in the heart of the city. It's within easy walking distance to the vibrant market and other key attractions, making it an ideal base for exploring Edinburgh."