We arrived for our 1 night stay to a check in desk who did not appear to know what they were doing. There was a lot of muttering between desk staff & we were eventually checked in.
I wanted to pay on check in so the girl took my payment of £184. I was given a receipt from the terminal & all was well.
When we got to our room the room keys did not work (room 313) and housekeeping kindly let us in.
I had paid extra for a room with a view of the castle; which we had; but we were also in a disabled friendly room, no bath, assistance chords & buttons, seat in the shower etc (Not needed & not mentioned at check in but not really an issue I guess)
We went back to desk before going to theatre to sort out the room key issue. There were other guests around & I was told rather loudly that my card had been declined & a further payment method would be required. I checked my online banking to see the money had already been debited from my card from the original payment. A further charge had tried to be made to my card of £144. I was so embarrassed & was presented with a receipt stating my card was declined. I was told I would have to try again or produce another payment method.
I had already paid!! More muttering occurred, with staff going to & from the office at the back & no real explanation was given, why was I being charged £144?
We had to leave as we had tickets for the theatre the gentleman on the desk said it would be sorted, took the receipts from me & gave me 2 replacement keys.
This ruined our evening, as we were worried that we would have to pay again or that something was wrong with our account.
During check out I returned the keys & queried the 2 receipts I had; one for confirmed payment and one for the declined payment; with a different member of staff. The gentleman on the desk took them both from me and said "It's all sorted I'll send you new receipts." He was less than helpful or polite; I explained the situation to a female member of staff & she agreed that it was disgraceful the way I had been treated. She commented that the man I described "could easily be confused"
It may not seem like a big deal, however I was left very upset, worried & embarrassed in front of other guests. What I fail to understand is why charge £184 for the room then try & charge a further £144?
If this is due to a hotel policy then please inform me of this on arrival, as not one person during this whole debacle had explained there was going to be a charge to cover breakages, or room service or the telephone?
Was the room rate wrong for the one we got?
The hotel itself has been beautifully rebranded & the room was lovely. The location is ideal and we had the nice view of the castle. The staff in the restaurant were very friendly. The TV in the room was positioned on the end of the bed & the signal was very poor.
The bed was amazing & I had a sound nights sleep, as did my partner who usually struggles to sleep in a strange bed.
This didn't really impact as we were out and about most of our stay. The fresh cookie on arrival was a lovely touch.
Breakfast was good, with lots of choice of continental or cooked variety. (cooked food was a little cold but expected on buffet style)
I would have given a higher rating had the check in disaster not happened.
- Official Description (provided by the hotel):
- Situated in the heart of Edinburgh enjoying beautiful views of the city and castle, the iconic listed hotel boasts 138 modern guest rooms, Bread Street Brasserie, Monboddo Bar, roof top terrace and conference centre with 3 meeting and event rooms. ... more less
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- Also Known As:
- DoubleTree By Hilton Hotel Edinburgh City Centre Scotland