I booked this hotel in May for a one night stay on the 6th August. As I intended to go and see my teenage son participate in the Edinburgh Fringe, I decided to treat myself and my husband, already in Edinburgh, and have a special start to the trip and settled on the Dakota which relatives living in the area had recommended. After a 5 hour journey alone by car to Queensferry, I met my husband and arrived at reception to a friendly if slightly puzzled welcome as the receptionist struggled to locate our booking (confirmed through Booking.Com). I had rung the hotel earlier to inform them that I might arrive late. She then consulted her colleague and we were duly given our room keys. I had booked a double room and we were surprised to be told that spare towels (a second set) were in a drawer at the bottom of the bed, were we expected to both use the same towel? Deciding to unwind we went for a drink and received very good service. On returning to our room, I discovered an email from Booking.com to say the Dakota had rung them that evening and cancelled my booking as they had 'oversold'. Booking.com service team had asked if they would provide alternative accomodation which they made no effort to do, and our email give details of a room which BC had frantically located at a nearby Marriott! As...I booked this hotel in May for a one night stay on the 6th August. As I intended to go and see my teenage son participate in the Edinburgh Fringe, I decided to treat myself and my husband, already in Edinburgh, and have a special start to the trip and settled on the Dakota which relatives living in the area had recommended. After a 5 hour journey alone by car to Queensferry, I met my husband and arrived at reception to a friendly if slightly puzzled welcome as the receptionist struggled to locate our booking (confirmed through Booking.Com). I had rung the hotel earlier to inform them that I might arrive late. She then consulted her colleague and we were duly given our room keys. I had booked a double room and we were surprised to be told that spare towels (a second set) were in a drawer at the bottom of the bed, were we expected to both use the same towel? Deciding to unwind we went for a drink and received very good service. On returning to our room, I discovered an email from Booking.com to say the Dakota had rung them that evening and cancelled my booking as they had 'oversold'. Booking.com service team had asked if they would provide alternative accomodation which they made no effort to do, and our email give details of a room which BC had frantically located at a nearby Marriott! As we were extremely tired and obviously checked in, we decided to pursue the issue the next morning, did not stay for breakfast and after my inquiry at check out was brushed off, we left early. We will not be back, the whole experience left an extremely sour taste in my mouth - customer service? I think not. More
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