Hotel's sassy reply after guest says staff 'watched him struggle with his bags'
A tourist has slammed staff at a prestigious hotel for reportedly watching him "struggle" with his suitcases and offering him "dirty amenities."
The American guest left a scathing review after visiting the InterContinental Edinburgh The George hotel and warned guests to "reduce your expectations." Despite its reputation as a four-star award-winning establishment and being known for its stunning views, impeccable cleanliness and top-tier service, the hotel was hit with a harsh review from their latest visitor.
"This hotel is quite surprising, you would expect top-notch service and posh amenities, but in reality, you are given less than helpful staff and cramped dirty amenities," he wrote on TripAdvisor.
He added: "The bell staff watched me struggle with four large suitcases and finally offered to lend a hand after I was in the hotel. The hallways are small and the floors are consistently dirty. Rooms are small and lacklustre." The guest didn't hold back on his critique, adding: "The bathroom fixtures feel prefabricated and cheap instead of bespoke. The accommodations are not worth the money or expectation." However, he did commend the food and service at the hotel's restaurant, attributing its success to its independence from the hotel.
His final words were a stark warning to future guests: "Overall the hotel is liveable but please reduce your expectations for this hotel. It is sad that this hotel holds the name 'Intercontinental'."
Inside the dreamy hotel with a huge infinity pool right over a lagoon
The management issued a swift response and said: "I am disappointed to read your comments regarding your experience with us following your stay. Please feel free to reach out to our Guest Relations Team and we would be pleased to discuss your experience further.
"I am pleased however to read that you enjoyed your Food and Beverage Experience. We have recently opened our Restaurant Le Petit BeefBar and we have had only positive comments thus far. Your feedback which you have share is not indicative of our usual standards. I look forward to hearing from you and I hope you will give us an opportunity to stay with us again."
The InterContinental Edinburgh The George averages 4.5 stars on Tripadvisor. And other guests have praised the city centre hotel, reports Edinburgh Live. One wrote: "We had a wonderful stay at this hotel! The rooms were beautiful and had stunning views. The staff were incredibly friendly and approachable, always willing to help make our stay comfortable. By the end of our stay, it felt like we had become good friends. We would definitely choose to stay here again on our next trip to Edinburgh. The experience was truly fantastic and at an affordable price."
Another recent guest said: "Beautiful hotel, in a very walkable area. Updated vintage and well-kept, great decor. You can see the history of the building as you walk the hallway to your room, different levels, an occasional creak, really charming. Our room was beautifully done and comfortable, and we could see the fireworks for the Military Tattoo from our window.
"The staff was wonderful, kind, friendly, courteous, every day, every shift. One went out of his way to show us the way to the coffee shop and restaurant rather than merely tell us. Everyone from house-keeping to restaurant staff to front desk and door, all were a pleasure to interact with, and very nice to see they were well staffed, not like some intentionally running on skeleton crew in the States. It was our first time at The George and we’ll surely return!"
* This article was crafted with the help of an AI tool, which speeds up The Mirror's editorial research. An editor reviewed this content before it was published. You can report any errors to [email protected]
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