Feedback: only good thing about stay was city view from room. Don’t rely on bus , the frequency is less , wait time is high and they don’t arrive on time. The property is far from main city center even though 2-3 miles might sound less , one way cab 10-20 GBP, the app based cabs don’t take booking easily to this location and often cancel. On the other hand, we have stayed in several hotels across the world, this property ( Holiday Inn Express City West Edinburgh) is the most pathetic, inhuman property that we have come across during our stay 24,25,26 December 2023. If they don’t like Asian guests then they must write it on their website so that Asians don’t stay with you. They need some basic education, etiquette, manners or atleast training about hospitality industry. Why hire inexperienced staff with no knowledge of hospitality industry, on low wages? In this motel (that’s what staff calls it), only some of Asian staff is good, apart from that all other staff treat Asians very badly , they have poor training , poor hospitality , lack basic human etiquettes. They forget that they are on payroll of the Hotel company and it’s their job to welcome their guests and make international tourists feel warmth and welcome, tourists visit a new city to understand the city, experience the culture and have a pleasant time with family and children. On the day, one, around 12 pm (3-5 hours before check-in , a non-Asian lady at reception was very rude to us. Later an Asian lady was rude as well at time of check in around 4-6 PM. Breakfast is pathetic, lacks options and restaurant has poor management , they do not have enough tables and make guests wait for a long time for a table to be allotted for breakfast, they allot tables out of the turn , guests who come later are allotted good table first as per their colour , as compared to , the ones who are waiting before them. Around 5 months ago we asked Hotel in writing / email that whether there will be daily housekeeping , they said assured by email. During our stay, when we came back after our daily routine , our room was not cleaned, housekeeping didn’t even enter the room. A non-Asian staff at reception told us around 3-4 pm that they can’t do anything about dirty room nor it’s their concern to redress guest grievances and they told us to be a house keeper ourselves and clean our room ourselves like Airbnb or sleep like animals and they also lied to us and whimsically marked in their record that we have told someone that we don’t want room to be cleaned whereas we never told anyone not to clean our room nor could they show any proof that we said so, despite severs requests. More so, we requested them by email several months ago that we want daily housekeeping and they assured us about it but dismayed. DONT THEY READ NOTE ON ADVANCE GUEST REQUESTS? We felt racist behaviour at this property by staff who are happy to mock and laugh at you. If you order food online then reception doesn’t inform you that food has arrived and later they come with excuses that may be guests have activated some do not disturb service on their cheap landline phone. Later, they whimsically enter room to check their landline and find phones to be working perfectly fine. They also say it must be fault somewhere in their own system that calls are not reaching from reception to room. This exercise and harassment was everyday. Everyday in the evening, the staff enters room anytime and unannounced disturbs you in privacy even if you are in lingerie, they want eyes on room and guests all the time, they make you feel like as if you are animals and as if they are doing a favour by letting you stay at their property after charging you several pounds per night. Shameless, mannerless and uneducated people. This is a motel and a disgrace to holiday inn (IHG Group) do not stay here in your dreams these people are inhuman and will ruin your holiday and shock your conscience, for sure. The housekeeping department is working in poor conditions, one person is allotted one floor and they are not even given proper equipments to clean room and are not paid well that’s why they don’t clean room properly and are least interested in their job. As regards, dirty room, only one day, an Asian guy cleaned our room even though he was not from housekeeping and rest of staff at reception said it’s not their job or concern and they can’t do anything for dirty room for a family with child. Overall the staff (24,25,26 Dec) and HR must be fired and be never hired by anyone and in hospitality industry. IHG group must revoke their license. These people have brought shame to this charming city. Hope management and person with authority listens, takes stern action and provides adequate education and training to staff. They deliberately deactivated our room key during our stay, just to harass a family with small child and show their superiority. On the contrary to the above feedback, I must say, people in London are comparably good, gentle, humane and have etiquette. However, this property is, SHAME SHAME SHAME.…
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.