My sister and I have just returned home after a 3 night stay at the Mercure, Princess Street.
Had pre-booked an early arrival time, took the Hotel staff a couple of minutes checking this and we were told we could not have the room till 2pm. This matter was dealt with and we were given the key to Room 770 - OMG this was not the room that is advertised on the internet and was a lot smaller - no sofa just 2 tacky brown chairs with a chrome and formica topped table.
There was an insert in the wall behind the door which was the wardrobe - no door to it and only a single handing space and a couple of shelves - did not like the idea of staff coming into my room and my clothes and "Smalls" being on view. My offer also included a surprise gift which was not in my room. On going out I did ask at reception why we had been given a room that looked nothing like the picture on the internet. I was told that there were 3 types of this room (with the balcony and view of Catle) and they could not guarantee which one was allocated (did not get offered the room I thought I had booked). I asked about the free gift that was on my paperwork and yes you have guessed it - they didnt know anything about this offer and they said they would get it sorted. On return to the hotel we had a gift - a single box of chocolates not exactly what the booking confirmation had stated. The Hotel supply dressing gowns and slippers - beware the slippers are dangerous - it had started to rain on the first night (Thursday 7th November) and I went out to look at the view and there are stone flagstones on the balcony and yes I did turn and go flying across the balcony on my knees the slippers we were supplied are so shiny on the bottom I was an accident waiting to happen. My knee was bleeding like mad and the top layer of skin on knee was in a bit of a state. Reception staff did supply me with a couple of plasters and did ask if I wanted a First Aifer to look at it which I declined because they would have done the same as me stuck a couple of plasters onto it to stop it bleeding. Did not seem overley concerned that the flagstone on balcony were so slippy - we have torrential rain that night and we could not even go onto the balcony it had about 3inches of surface water where the drain was completely blocked with black silt. The Coffee machine that was also part of the package did not work at all - staff sent up somebody to look at it and they finally agreed that yes it was not working and would get us another machine - yep - no machines available so we had the offer of phoning down for coffe (which we didnt do). Machine still not exchanged the next day so that was another thing that was clearly not included in the package that I had booked. Just about asleep on the Friday night 8th Nov - and the fire alarm went off. My sister and I followed the signs to vacate the Hotel - down the back stone steps wherever we were. There was not ONE member of staff on the Fire Exit route when we vacated at the back of the building again NO STAFF, plus there only seemed to be a small handful of us that had actually followed the signage so we presumed the rest of the visitors had gone down the front staircase!!!! We walked round to the front of the building where the fire point was meant to be - NOT ONE member of staff was there, nobody checking to see if all the rooms that were occupied were empty. It was the Firebrigade that gave up the ok to go back into the Hotel and explained about the lift still not being re-set so was unavailable - NONE of the staff were in sight, which we found deeply disturbing. Fire Drill obviously does not get practised in this Hotel - it was appauling. Check out - member of staff asked how we were going to settle our newspaper bill - obviously your staff are not made aware of the different packages you sell as the newspapers were complimentary, which was pointed out to the resception staff - which she then checked on. The views were glorious but we did feel cheated of our "Luxury Hotel" offer that I paid a lot of money for plus our flights from England to Scotland - not a cheap weekend away and did expect better from this Hotel.
- Official Description (provided by the hotel):
- Downtown Hotel built above 2 well-known stores (Jenners & Marks & Spencer) in the heart of the city. ... more less
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- Also Known As:
- Ramada Hotel Edinburgh
- Ramada Hotel Mount Royal
- Ramada Edinburgh
- Edinburgh Ramada
- Mercure Edinburgh City - Princes Street Hotel Scotland