The customer and his wife booked two nights at the Holiday Inn Express Edinburgh on the Royal Mile and said an item was missing from their room after returning from a day out.
15:39, 10 Dec 2025
The Holiday Inn Express Edinburgh(Image: Google)
The manager of a hotel on Edinburgh Royal Mile has apologised to a guest who left a scathing review on the business's TripAdvisor, claiming their stay was a "disappointment" despite paying nearly £500.
The customer and his wife booked two nights at the Holiday Inn Express Edinburgh on the Royal Mile and said an item was missing from their room after returning from a day out.
Sharing his thoughts on the hotel, which boasts 1,780 reviews with an average of 4.1 out of 5, the guest said: "£459 for two nights, what can I say other than not very good.
"After spending the first night with two flat pillows, the first morning as we went out for the day I asked for an extra pillow.
"When we returned later that night, the extra pillow wasn’t there, Holiday inn don’t have service phones in their rooms so I had to go back down to reception and ask.
"Also when the room was cleaned, they didn’t replenish with milk sachets and coffee, no coffee in bed for me and the wife. The breakfast was dreadful, the sausages were cremated, the scrambled eggs, bacon etc was barely warm.
"Overall a disappointment, this hotel wasn’t a patch on the holiday inn express situated in the New town side of Edinburgh. Will we return, to Edinburgh, yes, will book Holiday in express on the mile, a great big fat NO."
Hotel bosses have since apologised to the guest for "lack of attention to detail" and that breakfast "did not meet your expectations".
The manager said: "We’re sorry to hear that your stay did not meet expectations, particularly regarding comfort, housekeeping, and breakfast quality.
"Our reception team are always happy to help and can provide additional pillows upon request, so we’re disappointed to read that the extra pillow wasn’t in your room as expected.
"We also apologise for the lack of attention to detail when your room was cleaned and your amenities replenished. Additionally, we’re sorry to hear that breakfast did not meet your expectations. Thank you for taking the time to highlight the areas where we can improve."
The hotel has a total of 681 five-star reviews on Trip Advisor as well as 771 four-star review. One satisfied customer shared: "Currently staying in the holiday inn express just off the royal mile, can't fault it, really clean rooms, well kitted out, staff are unbelievably helpful and the breakfast is fantastic, as a base to explore Edinburgh and the Royal Mile, it is excellent."
Another posted: "I have zero complaints here. My next visit to Edinburgh I hope to stay here. Room was comfortable and clean. I cannot say enough about the incredible staff.
"They always greeted us in the lobby, whether coming or going; we showed up a good 3 hours before check in, and when we asked if we could drop off our luggage until check-in, we were given a room early for free".