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“Chic hotel, but very poor service”

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Hotel Indigo Edinburgh
Ranked #59 of 148 Hotels in Edinburgh
Certificate of Excellence
Rome, Italy
Level Contributor
22 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
“Chic hotel, but very poor service”
Reviewed 26 June 2012

The hotel is very chic, very well furnished, with stylish pieces. The rooms are really impressive: big, soft and comfortable bed; relax corner with chaise longue; large bathroom with rainshower and loudspeakers so you can listen to music while having a shower :-); hairdryer; big LCD TV with lots of accessories; free wifi (though - as someone has already mentioned - having to ask for a new password every day is quite a nuisance; free tea and coffee-making facilities; free minibar. But…:
1) When you check in, be prepared to wait a very, very long time and to be kept waiting like a beggar before being allowed to see your room: you'll have to accept being charged 25 (twenty-five!) EUR per person per night as a security deposit first, as a guarantee for extras. No deposit, no room key.
2) Be prepared to have a scanty and expensive breakfast (and slow service).
3) And be prepared to climb steep and narrow stairs carrying your luggage.

  • Stayed May 2012, travelled on business
    • Value
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Helpful?
1 Thank LucyKo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
, General Manager at Hotel Indigo Edinburgh, responded to this review, 2 July 2012
Dear Lucy Ko,

Thank you very much for taking the time to write about your stay with us.

I am delighted to hear that you have enjoyed the decor and the amenities we offer in all our rooms. We do offer complimentary WiFi access to all our guests and we are currently reviewing the possibility of creating access codes for more than 24 hours.

I am very disappointed to hear that you have not received the excellent customer service we aim to provide to all our guests. During certain times we do get very busy with guests checking in and we aim to keep waiting times to a minimum. Should you wish to check in before official check in time at 3pm we will certainly do so if there is a room ready. Should this not be the case we happily store your luggage, let you explore our beautiful city and will give you a call when your room is ready.

We do take a pre authorisation of £25 per day when you check in for you to be able to charge extras to your room which is very common practice in hotels in Edinburgh. However if your room is prepaid and you do not wish to leave your card details this is not a problem either.

I would also like to apologise for the slow service at breakfast. We do prepare all our dishes fresh but do aim to deliver especially breakfast within a reasonable time frame.

I would very much like the opportunity to discuss your experience in person at a time that suits you. Should you wish to do so please contact me by email on dominic@hiedinburgh.co.uk or by phone on +44(0)131 556 5577.

I hope that we can restore your faith in our beautiful hotel and I am looking forward to your reply.

Kind regards,

Dominic
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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1,252 reviews from our community

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Rating summary
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  • Sleep Quality
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  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (252)
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English first
Horsham, United Kingdom
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 25 June 2012

We've just spent a wonderful two days in Edinburgh with the family and highly recommend this hotel. Everything is perfect for using this as a base for visiting the city. We had three rooms all very comfortable, well appointed, individual and very clean. The staff couldn't be more welcoming, helpful and cheerful, they all clearly enjoy working there. If you use this hotel we would recommend trying the restaurant, the food is excellent. We wish all hotels could achieve this standard.

Room Tip: We had three rooms over two floors and all were good.
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  • Stayed June 2012, travelled with family
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Helpful?
1 Thank Rosemary H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Scotland
Level Contributor
7 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 24 June 2012

Loving our 2 night stay so much writing this review whilst still here! An extremely friendly welcome to this lovely hotel. Delighted with the style and comfort of our room...loving the Orange. Very comfy bed/pillows. Would also love to know where to buy the City Wallpaper featured on one wall. Perfectly situated in the city for our needs and just round the corner from a perfect cappuccino at Valvona & Crolla. Wouldn't hesitate booking again.

Stayed June 2012, travelled as a couple
Helpful?
Thank Kaz069
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
London, United Kingdom
Level Contributor
40 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed 24 June 2012

Had a little trouble finding this place first, and unlike the Glasgow equivalent, there wasn't discounted car parking, so it was quite extortionate to park at the nearest car park which was St James Shopping Centre.

The corridors leading to the room was a bit like a rabbit warren, but we didn't mind. The room was modern, trendy and of a good size. The food in the fridge were complimentary. We had a lovely meal in the hotel restaurant and some drinks at the bar, and the staff were friendly and attentive.

The only minor points would be: the sound system in the bathroom didn't match what was being shown on TV (unlike the Glasgow one) so all you heard was background noise but not what was actually being played. Also the bed was on wheels so every time you got in and out of bed, or turned in bed, the bed rolled forward slightly! I don't know if all the rooms are like this or just the one we were in!

Aside from that I would still recommend the hotel.

  • Stayed June 2012, travelled as a couple
    • Value
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Helpful?
1 Thank Traveller_UK_09
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bolton, United Kingdom
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 19 June 2012

My husband and I arrived in Edinburgh on Saturday 16th to celebrate our wedding anniversary and my 50th birthday. We stayed for 2 nights and were extremely happy with every aspect of the hotel. The room, restaurant and all facilities were beautiful but it was the staff that made the stay so enjoyable. Everyone was very friendly and helpful.
We ate in the restaurant both nights and had breakfast each morning. The food was delicious and the service fantastic. I would particularly like to mention our waitress Neringa who was a pleasure to meet.
The location is superb and within easy walking distance to all the highlights of Edinburgh. I would also recommend the Stand Comedy Club which is just a few minutes walk from the hotel and a really great night's entertainment.
We will definitely be going back to Edinburgh and will stay at the Hotel Indigo again.

  • Stayed June 2012, travelled as a couple
    • Value
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Helpful?
1 Thank SMWalton55
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Singapore
Level Contributor
58 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
Reviewed 19 June 2012

Nice hotel, with new rooms, comfortable beds and very helpful concierge. We arrived late and tred from a long flight from Asia and were looked after well. Will be back again. The hotel's location is very central , although slightly disrupted by Ediburgh's apparently never-ending work on its new tram system.

  • Stayed June 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
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Helpful?
Thank Gwylan01
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ilford, United Kingdom
Level Contributor
12 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed 16 June 2012

We thoroughly enjoyed our stay of two nights at this gem of a hotel. Although our room was on the small side, the layout could not be faulted, it was clean and the decoration was lovely and neutral, and the bed was as comfortable as I have ever slept in anywhere on my travels. I accept there was little hanging space, but this did not bother us as our stay was only short. We booked this hotel on reading the excellent reviews on this website, and we were not disappointed! I could not fault the charm of the staff, nor the excellent meals that we had at the restaurant. The hotel is situated about a ten minute walk to Princes Street or the train station. Reviews on this website can alter immensely based on one's own experiences, but our stay at this hotel made our weekend in Edinburgh very pleasurable.

  • Stayed June 2012, travelled as a couple
    • Value
    • Location
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    • Cleanliness
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Helpful?
Thank sierra83
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Hotel Indigo Edinburgh

Property: Hotel Indigo Edinburgh
Address: 51-59 York Place, Edinburgh EH1 3JD, Scotland
Phone Number:
Region: United Kingdom > Scotland > Edinburgh > Broughton & Calton
Amenities:
Bar / Lounge Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#18 Romantic Hotel in Edinburgh
#27 Business Hotel in Edinburgh
#28 Family Hotel in Edinburgh
Price Range (Based on Average Rates): ££
Hotel Class:3.5 star — Hotel Indigo Edinburgh 3.5*
Number of rooms: 60
Official Description (provided by the hotel):
Hotel Indigo Edinburgh welcomes you in April 2012! Set in the heart of the historic city of Edinburgh. Steeped in history itself, the hotel building dates back to the early 1800’s with many of the historic features preserved. Each stylish room offers up to date technology with a media hub offering guests the connectivity they demand whilst on the move. Relax in our lounge bar and restaurant, savouring some of Scotland’s favourite dishes and drinks with a contemporary twist. For something special join us for afternoon tea or pre and post theatre dinner. ... more   less 
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Also Known As:
Hotel Indigo Edinburgh Scotland

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