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“Must try harder”

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Waldorf Astoria Edinburgh - The Caledonian
Ranked #53 of 147 Hotels in Edinburgh
Certificate of Excellence
GreenLeadersSilver level
London, United Kingdom
Level Contributor
70 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 33 helpful votes
“Must try harder”
Reviewed 30 May 2014 via mobile

This is a good quality hotel, in an excellent location. We felt that whilst it has the decor in the corridors and downstairs of a five star hotel and the room was well-appointed, this establishment really needs to work harder in differentiating itself as five star. It really lacks the personal touch and special service that I would expect in a hotel of this rating. Staff were very polite and professional. Specific feedback as follows:

- there were four tiny UHT milk sachets in the room, I would expect fresh milk in the fridge in a 5 star, as well as more than two standard tea bags.

- complimentary bottles of water were placed in our room on arrival, but never replenished throughout the stay.

- the toiletries looked cheap and they were tiny.

- we had emailed the hotel in advance to tell them that it was our honeymoon. The hotel we had stayed in immediately beforehand congratulated us on arrival, upgraded the room and gave us half a bottle of champagne without asking. Whilst the hotel knew that it was our honeymoon, and we didn't expect anything for free, a congratulations on checking in would have been nice.

- we went for tea in the Peacock Alley lounge, which cost over £10 (including service) for two pots of tea bag tea. For that price, I would expect it to be loose leaf. Service was good.

- don't pay the exorbitant price for breakfast; we just went to Huxleys cafe opposite, which was charming and much more reasonable. We saw other hotel guests in there doing just that.

- we had arrived a little early and left our bags with the concierge. They told us that they would text or call us as soon as the room was ready. We gave up waiting and returned to the hotel at 3:20pm, as official checkin was from 3pm. The room was ready and we noticed when we had go to the room that they had called us 2mins earlier. When we checked in, they asked if we had left luggage. I would have expected this to have been placed in our room, and not to have to present the receipt so that the receptionist could retrieve it. When they brought it up, 10 mins after getting to our room, they were the wrong bags, for which the concierge apologised.

- wifi was very unclear. It appeared that you needed to pay £14.99 for a decent signal, although there was complimentary, but exceptionally slow access in certain places. In 2014 I do not expect to pay for wifi in a 5 star hotel if I don't need to pay for it in Zizzi or Starbucks. What a joke.

Stayed May 2014, travelled as a couple
Helpful?
1 Thank Likescomfort1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GRMCaleyWA, General Manager at Waldorf Astoria Edinburgh - The Caledonian, responded to this review, 3 June 2014
Dear LikesComfort1,
Thank you for taking the time to post a review following your recent stay at Waldorf Astoria Edinburgh- The Caledonian. It is disappointing to hear, whilst you enjoyed your stay with us you feel that the hotel is lacking personal touches for a five star establishment. Please accept my apologies, despite you emailing the hotel prior to your arrival, your honeymoon requests were not noted. I will share your comments and feedback with the team to ensure our high standards and luxury service are always delivered. Our in room dining team would have been more than happy to deliver additional waters and fresh milk if you wished during your stay. We are pleased to offer complimentary WIFI throughout the hotel and a premium internet access is available should you wish to use the internet extensively.
Kind Regards,
Dale MacPhee
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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North East
Level Contributor
16 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 29 May 2014 via mobile

Had a great stay at the hotel for a Christmas weekend in Edinburgh. Room was very big and luxurious, decorated to a very high standard. Location was good near all the places we wanted to go to, and the hotel bar had a great atmosphere each night. All staff were very welcoming and eager to please without being in your face corporate. Would definitely stay again when in Edinburgh.

Stayed December 2013, travelled as a couple
Helpful?
Thank Jim S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GRMCaleyWA, General Manager at Waldorf Astoria Edinburgh - The Caledonian, responded to this review, 3 June 2014
Dear Jim S,
Thank you for taking the time to post a review following your recent stay at Waldorf Astoria Edinburgh- The Caledonian. I am delighted you very much enjoyed your Christmas stay with us last year! I am extremely pleased the staff members were friendly and accommodating and we look forward to welcoming you back this year!
Kind Regards,
Dale MacPhee
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
toronto
Level Contributor
11 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 29 May 2014

The "Caley" is perfectly located near the Castle, and affords excellent views of that imposing structure. The hotel has an old world feel to it, but is beautifully maintained. We had a fifth floor suite with Castle view, and couldn't have been happier. The main lounge is a marvel, a vast space with a ceiling so high one gets the impression one could almost parachute from it. The staff are uniformly polite, accommodating, and obviously well trained. No request was too big or too small.

Well done, Caley! You got it right. Please don't change -- I'll be back before you know it!

Robert M. Toronto

Room Tip: A Castle View room is ideal. Perhaps on the top two floors to mitigate any street noise.
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  • Stayed May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank robert m
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GRMCaleyWA, General Manager at Waldorf Astoria Edinburgh - The Caledonian, responded to this review, 3 June 2014
Dear Robert M,
Thank you for taking the time to post a review following your recent stay at Waldorf Astoria Edinburgh- The Caledonian. I am delighted your stay with us exceeded your expectations and you found the hotel location excellent for exploring Edinburgh!
We look forward to welcoming you back to ‘The Caley’ in the near future.
Kind Regards,
Dale MacPhee
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London, United Kingdom
Level Contributor
68 reviews
34 hotel reviews
common_n_hotel_reviews_1bd8 41 helpful votes
Reviewed 29 May 2014

Booked a couple of rooms on HHonors points for a family break. Always expect to get the cheapest rooms at the back of a hotel, when doing so and so was very pleasantly surprised to be upgraded to two cavernous inter-connecting rooms on the 4th floor with views west and north across the rooftops to the Forth. I might have stayed in a hotel room somewhere with more floor space but not cubic footage - the ceilings must have been at least ten feet from the floor with chandeliers to boot! So not everyone will get one of these rooms but the general ambience, service and history of the place still made it a memorable stay. Breakfast food in the brasserie was average, afternoon tea in the Alley was excellent, drinks in the Caley Bar ok. I loved imagining the steam trains drawn up at the platforms 50+ years ago - now buried under car parks and modern buildings. The Spa seemed brand-new and the pool was deserted - all very nice. My only complaint would be about low water pressure in the bathrooms. And shame the concierge couldn't do something about the weather!

Room Tip: Ask for the old wings, high floors,
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  • Stayed May 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank freqstayer
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GRMCaleyWA, General Manager at Waldorf Astoria Edinburgh - The Caledonian, responded to this review, 3 June 2014
Dear Freqstayer,
Thank you for taking the time to post a review following your recent stay at Waldorf Astoria Edinburgh- The Caledonian. I am extremely pleased to hear you experienced all areas of the hotel and your stay was to your satisfaction. I will share your valuable comments with the team to ensure we always deliver the luxury service we aim to provide. I am delighted to hear you received complimentary upgrades to rooms on our 4th floor.
We look forward to welcoming you back to ‘The Caley’ in the near future.
Kind Regards,
Dale MacPhee
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London, United Kingdom
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 29 May 2014

Loved our stay here, perfect location and such nice staff. Highly recommend it. Went with children and it was very easy and convenient. Conceirge particularly helpful with booking trips. Breakfast delicious - kids go free. All in all a great trip.

  • Stayed May 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Waldorf Astoria

Helpful?
1 Thank Suzannah H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GRMCaleyWA, General Manager at Waldorf Astoria Edinburgh - The Caledonian, responded to this review, 1 June 2014
Dear Suzannah H ,
Thank you for taking the time to post a review following your recent stay at Waldorf Astoria Edinburgh- The Caledonian. I am delighted you very much enjoyed your stay with us and the Concierge team were extremely helpful with booking trips for yourself and the children!
We look forward to welcoming you back to ‘The Caley’ in the near future.
Kind Regards,
Dale MacPhee
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Boston, Massachusetts
1 review
Reviewed 28 May 2014

If you are fortunate enough to visit Edinburgh and this beautiful country, you must stay here! We came to Edinburgh to visit our son, who was taking a semester abroad at University of Edinburgh and decided on the Caley based on reviews, location and photos. Our experience was better than advertised. Location is central to great shopping, restaurants (please visit George Street, Princes Street and the Grassmarket) and sightseeing. You can walk anywhere from here within 15 minutes. The room was very clean and comfortable with excellent bedding. What separates this hotels from most others is the people who work here and their commitment to their guests. The concierge arranged a rental car to be brought to the hotel and picked up around our schedule. When we brought the wrong electrical adapters, they found a UK compatible one for us on the spot. When we arrived, we were greeted warmly and efficiently. We were made to feel like we were the only guests in the hotel although they were full. This level of service was not only at check in, but during our entire stay and after. (We checked out, but left our luggage for a few days. When we came back to get it, it felt like we were coming back to see friends). We had the full breakfast each morning. Not only was the food fantastic and diverse, but the staff was excellent. They were extremely efficient, friendly and accommodating, so much so, that they packed us a breakfast for one of our excursions. The chef was talented and friendly. He took the time to make sure we were pleased. Chris L also took great care of us, excellent in every aspect of his position. Sitting home back in the States wishing we were back at the Caley. A perfect 10+

  • Stayed April 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Jeff W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GRMCaleyWA, General Manager at Waldorf Astoria Edinburgh - The Caledonian, responded to this review, 1 June 2014
Dear Jeff W ,
Thank you for taking the time to post a review following your recent stay at Waldorf Astoria Edinburgh- The Caledonian. It is a pleasure to read your outstanding review! I am delighted from the moment you arrived you were provided with the luxury service we are proud of as a Waldorf Astoria Hotel. I will personally pass on your kind comments to our Guest Relations Manager Chris who also took time to ensure your stay was both enjoyable and memorable.
We look forward to welcoming you back to ‘The Caley’ in the near future.
Kind Regards,
Dale MacPhee
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Dubai, United Arab Emirates
Level Contributor
19 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 28 May 2014

Right from the time, we checked into the hotel, we thought the staff were extremely hospitable, very courteous, very friendly, the room that was allotted to us had the Edinburgh Castle View which was spectacular. Housekeeping & room service were very professional, the staff at the restaurant were also very proactive & extremely friendly. We had a wonderful stay & enjoyed Edinburgh as the weather also was gorgeous. Overall strongly recommended as great value for money !!!!!!!

Room Tip: Ask for the Castle View, a view of the castle from your room can be absolutely electrifying
See more room tips
  • Stayed May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Prajosh K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GRMCaleyWA, General Manager at Waldorf Astoria Edinburgh - The Caledonian, responded to this review, 1 June 2014
Dear Prajosh K ,
Thank you for taking the time to post a review following your recent stay at Waldorf Astoria Edinburgh- The Caledonian. It is a pleasure to read your excellent review and I am glad the team delivered excellent service throughout your stay, I will personally share your kind comments with the team.
We look forward to welcoming you back to ‘The Caley’ in the near future.
Kind Regards,
Dale MacPhee
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Waldorf Astoria Edinburgh - The Caledonian

Property: Waldorf Astoria Edinburgh - The Caledonian
Address: Princes Street, Edinburgh EH1 2AB, Scotland (Formerly Caledonian Hilton Edinburgh Hotel)
Phone Number:
Region: United Kingdom > Scotland > Edinburgh > West End
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#4 Green Hotel in Edinburgh
#7 Spa Hotel in Edinburgh
#18 Family Hotel in Edinburgh
#30 Business Hotel in Edinburgh
#31 Luxury Hotel in Edinburgh
#33 Romantic Hotel in Edinburgh
Price Range (Based on Average Rates): £££
Hotel Class:5 star — Waldorf Astoria Edinburgh - The Caledonian 5*
Number of rooms: 241
Official Description (provided by the hotel):
Waldorf Astoria Edinburgh - The Caledonian, or the "Caley" as it has become affectionately known among Edinburgh folk, was and still is the epitome of style and excellence. The large, rose-coloured Permian sandstone facade, quarried in Dumfries, dominates the skyline of the city's west end. The hotel has not only remained a focal point for more than one hundred years, but a symbol of the very best of Scottish hospitality. The Caley's pivotal position at the very heart of Edinburgh has always been its greatest asset. Created out of the 19th century railway boom, the five star hotel is looking to the future with confidence and pride in its ability to keep pace with the times. The hotel's reputation is as justified now as it was when the hotel first opened its doors in 1903. ... more   less 
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Also Known As:
Hilton International Edinburgh
Hilton Edinburgh
Edinburgh Hilton
Waldorf Astoria Edinburgh - The Caledonian Scotland

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