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AuldBlether
Edinburgh, United Kingdom

Decent enough hotel, but no welcome on arrival

Review of The Ayre Hotel
3.0 of 5 bubblesReviewed 12 Apr 2024
This hotel seems to lack an entrance. There is a door which leads into the restaurant, but it is clearly not a reception. Having eventually found the reception down a side alley one is faced with a computer screen in order to check in.
This is something I would have expected in a budget city centre hotel but certainly not in a hotel of the standard.
Hopefully, improvements will have been made since I last visited.
Date of stay: June 2023
Trip type: Travelled on business
3.0 of 5 bubblesValue
4.0 of 5 bubblesRooms
4.0 of 5 bubblesLocation
4.0 of 5 bubblesCleanliness
3.0 of 5 bubblesService
4.0 of 5 bubblesSleep Quality
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Nitin Gupta, General Manager at The Ayre Hotel, responded to this review
Responded 2 weeks ago
Dear Guest ,

Thank you for taking the time to share your feedback. We greatly appreciate your efforts for sharing your experience. Please be informed that we have a newly refurbished huge reception and lounge bar which is in the front of the hotel but I guess that you entered from the bar entry of the hotel which leads to the reception from the restaurant.
We look forward to welcoming you back in the future.

Regards
Nitin Gupta
Hotel Manager
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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    Reviews (587)
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    All reviews buffet style sea view lovely hotel next morning business trip stayed one night dining room continental breakfast definitely stay here again nice room porridge salmon steak enjoyed my stay first class high standard harbour
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    6 - 11 of 587 reviews
    Reviewed 10 April 2024

    Our family meal in the restaurant for 18 family members- food was beautiful. Unfortunately the service was non existent. Everything felt like an inconvenience and overall it made us all feel very uncomfortable. The environment was beautiful and the food was lovely but the staff were unbearable, unattentive and flustered.

    Date of stay: April 2024
    • Trip type: Travelled with family
      • Value
      • Location
      • Cleanliness
      • Service
    Thank erinfI2739NO
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    Nitin Gupta, General Manager at The Ayre Hotel, responded to this reviewResponded 2 weeks ago

    Dear Guest ,

    First of all my apologies that we were not able to match to your expectations. Your feed back is very important for us as it gives us room for improvement . We have considered all your concerns and have been already shared with the team.
    Looking forward o see you again. Feel free to call me for discussions on 01856873001.

    Regards
    Nitin Gupta
    Hotel Manager

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 29 December 2023

    Family meal for 18 of us, mix of adults & children. Isla in restaurant was superb, nothing was too much trouble. Food was delicious, superb choice, large portions, everyone happy. Thank you so much for making our family gathering special.

    Date of stay: December 2023
    • Trip type: Travelled with family
      • Value
      • Location
      • Service
    Thank magkee
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    Nitin Gupta, General Manager at The Ayre Hotel, responded to this reviewResponded 31 December 2023

    Dear Guest ,

    Thank you for taking the time to share your feedback.We greatly appreciate your kind words and are delighted to hear about your satisfactory experience.
    We look forward to welcoming you back in the future.

    Regards
    Nitin Gupta
    Hotel Manager

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 28 November 2023 via mobile

    Great location service and amenities.
    We enjoyed our stay and were looked after very well from Arrival to departure.
    The room was great spacious and clean, and especially the toilet was clean and nice.Service was great too.We definitely will stay there when we visit next.

    Date of stay: October 2023
    Trip type: Travelled as a couple
    Thank neighbours2014
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    Nitin Gupta, General Manager at The Ayre Hotel, responded to this reviewResponded 18 December 2023

    Dear Guest ,

    Thank you for taking the time to share your feedback.We greatly appreciate your kind words and are delighted to hear about your satisfactory experience.
    We look forward to welcoming you back in the future.

    Regards
    Nitin Gupta
    Hotel Manager

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 9 November 2023

    Having spent a wonderful fortnight in Edinburgh and Orkney staying in multiple hotels, all of which were delightful, our final couple of nights were spent in The Ayre Hotel, which we had prebooked. We booked in easily and the room itself was fine, a view over the bay, clean and comfortable. Had we left it like that, this review would have been 5 stars, as there would have been no complaint. However, we booked for dinner on the second night. When we arrived at the restaurant there was a young person on the desk, the manager later confirmed that she was new. She was very nice although clearly flustered. She couldn't find our name on the list, she went off to try and resolve, returned with another, again this has been confirmed, experienced member of staff who could not have been more unpleasant. This person was rude and unkind to the new staff member and was discourteous to us. We, incidentally, had stood there for some time, saying nothing, as clearly the new person was doing her best. We got the impression that the experienced staff member was thoroughly put out at the interruption to her routine and found the new staff member, and us, an inconvenience. However, we were eventually sat down at a table. We were left with the new person to serve us, the experienced one giving no support to her whatsoever. The experienced one did stomp over however, solely to tell us that the error had been the person booking us in originally (ironically the hotel manager sat on the front desk) and not her. We had not asked for any further comment, she did this of her own accord to make a point. We felt most uncomfortable and advised her that it is best to keep internal issues between themselves and not display for the paying guests. We had ordered nothing so far, so elected to leave the restaurant, and walked into the town to try and find somewhere else to eat, even though we were staying at The Ayre Hotel. Before leaving the hotel to find a meal, we stopped and spoke to the manager sat on reception, explained what has happened, and he said he would look into it and come back to us. He made no effort to resolve the matter there and then, and try to encourage us to stay for a meal. Quite the contrary, he was quite happy to have two guests staying in the hotel walk out, clearly upset. We heard nothing from him that night. We sent an email before we checked out the next morning, in the hope he may make the effort to contact us before we left. He didn't.
    We came home from holiday, we telephoned several times and left messages for him, and sent multiple emails. He ignored us for weeks, eventually a generic email response came which, as could be seen from the change of font in the email, was a poorly cut and pasted effort, copied no doubt from another complaint email he has dealt with.
    We contacted his superior, based at the management company. His response was curt, did not attempt to respond to any of the issues, said it was dealt with and the matter was closed.
    We contacted the principle of the management company and there has been no response.
    We have given the management well over 2 months to deal with our complaint, before writing this review, and they have now had many opportunities. Despite their attitude, clearly an event happened that night. We were staying in the hotel, we had booked to eat in the restaurant, we wanted to eat in the restaurant, yet we ended up choosing to walk out to try and find somewhere else.
    If all is well with your stay, then from what we saw of the hotel, it is fine. If, however, there is an issue, having chosen to stay here, don't expect the management team to take any interest. You have already paid, and that really is the bottom line.

    Date of stay: August 2023
    Trip type: Travelled as a couple
    2  Thank HandMMcG
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    General Manager, General Manager at The Ayre Hotel, responded to this reviewResponded 28 November 2023

    Dear HandMMcG

    Thank you for taking the time to share your experience at The Ayre Hotel. We sincerely apologize for the disappointing experience you had during your recent visit to the restaurant.

    Investigating and evidencing the event, we found a disproportionate amount of fabrication or exaggeration. We take such matters very seriously and have taken steps to address the situation.

    Our team takes great pride in looking after our guests and it reflects in our restaurant tripadvisor page as well as reviews regarding the hotel. We value every feedback and hopefully if you are ever back in the area, do write to us

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
    Reviewed 28 October 2023

    Adequate food and appalling service......took 2 hours to manage a 2 course meal....gave up waiting for dessert and nearly gave up waiting for bill! Spoiled what should have been a happy family night out!

    Date of stay: October 2023
    • Trip type: Travelled with family
      • Value
      • Location
      • Service
    1  Thank Pam M
    This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
    Nitin Gupta, General Manager at The Ayre Hotel, responded to this reviewResponded 8 November 2023

    Dear Guest,

    Thank you for bringing this to our attention. We apologize for the inconvenience during your visit to our restaurant, as that is not up to our normal standards. We will share your feedback with our staff and make the necessary changes. We hope that you give us another chance so we can show you our true level of service.

    Regards,
    Nitin Gupta
    Hotel Manager

    Report response as inappropriate
    This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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