I was looking forward to staying here as I’d read fairly good reviews, the website made it look attractive and it’s located in a very nice area of Edinburgh.
Upon arrival I couldn’t get in the front door, so I had to ring a bell. The duty manager came, opened the door and grunted “checking in?” Not the friendliest welcome I’ve ever had and so the theme continued. He said he preferred to keep the door locked. To me this seems quite bizarre. I know Edinburgh well but to anyone new to the city it would give the impression they had to keep the door locked to avoid criminal activity.
Anyway, I checked in, was given a very formal, unfriendly run-down of the establishment. I reach my room, a family room I booked a few months previously. On unlocking the door I found another resident in it. Both he and I were surprised to see each other. A bit of a hassle, but these things happen so I headed back down to reception. I explained to the duty manager that someone was in the room. His response was a breathtaking”Well nobody should be in that room, so I’m calling the police”. A bit over the top and somewhat alarming. He went up to check the room, returned two minutes later, started typing on his laptop and said nothing. Not a word. After a minute I said “so, what’s going on”? He replied “I’ve given someone your room by mistake”. It turns out someone had my family room instead of their own double room. Again, mistakes happen. The next thing I know is he is on the phone to the same guests telling them in such an aggressive manner that they must move immediately or he will charge their credit card extra for the upgraded room. His tone of voice was really threatening even though it was his error. He actually shouted “get out of the room now or I charge your card more”. In the end they must have said they would pay the extra money to keep the room. When he hung up I said I was quite happy to have their room if I received some form of discount. Failing to give me eye contact he said “maybe”. He started typing on his laptop again and I asked “what’s going on then?” He replied “I will look at a discount for you, perhaps £10 or £20 if you like”. I replied “twenty pounds would be fine” to which he said “well that’s not for you to decide”. That was the final straw. I asked him who was in charge (him apparently). I then asked where the general manager was. He said “in his flat, would you like to speak to him”? “Yes please as I’m quite shocked by your attitude”. He replied “my attitude is your opinion only”. So he called the general manager (Paul) who was there in about 30 seconds (his flat must be in the same building). I explained the situation to him. In all fairness Paul was helpful and I cannot fault him for his staff members’ appalling lack of professionalism. He sorted out a discount for me and said he would also contact the other guests “in our room” to offer his apologies.
So, half an hour after we entered the premises, we were in our room. The room was fine, a bit small and in fairness probably more of an upmarket Travelodge than a boutique B & B. Perhaps the room we should have had was better. The building is stunning, if a little soulless.
The rest of our stay was trouble free. Breakfast was good and if it wasn’t for the disaster at the start my stay would have been perfect.
Paul (the general manager) asked to see us before we checked out. He offered us his apologies once again and said that the duty manager in question was on probation and that he’d had complaints about him in the past.
So, in summing up. I give a low score purely because of the initial experience. Would I stay again? No, but only because of the drama encountered. Also, I’d like to reiterate that the general manager handled the situation well and it’s a shame that one member of staff has let him and his property down.
- Official Description (provided by the hotel):
- We are here to change the way you think about bed & breakfast.B+B Edinburgh is a stunning boutique bed & breakfast situated in a historic listed building in the heart of Edinburgh. Sensitively refurbished to the highest quality in 2011, the property offers a stylish bar where guests can relax and enjoy a range of specially selected Scottish whiskies. The library offers a cosy retreat for guests wishing to enjoy a quiet moment after a hectic day of sight-seeing. Pets are welcome. ... more less
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- Also Known As:
- B+B Edinburgh Scotland