We chose the hotel primarily because of its location, but also because of our experience of the chain in other cities. It is incredibly well located being within a short distance of the castle. The day and night reception staff were friendly and helpful and the one incredibly friendly lady that has the job of greeting guests at their breakfast tables supplying tea and coffee stood out as exceptional and is a real credit to the hotel. The room and bathroom were clean.
Unfortunately, that is where our good experience ends with this establishment. There was a musty smell in our room as well as in the lifts. The in-room drinks equipment we could not use - the sachets of tea were old and smelled as such when we attempted to make them up. On discovering this, we decided instead to have afternoon tea in the hotel restaurant and were disappointed to be served two cakes with cream that had curdled so bad that you could see and smell it and butter in a dish and also sachets that had also turned. That food was inedible which is inexcusable. To balance this description - the sandwiches were edible but presentation was not great (for example deep finger marks on the top, food spilling onto the table) and breakfast was cooked well.
In summary, this hotel needs to up its game significantly. Those parts of the "chain" experience (for example the decor) were perfectly adequate and in line with our experience of this chain in other cities, however the "local" experience (in particular the food we were served outside of breakfast hours) was very poor. We met some outstanding individuals who clearly were motivated to provide a great experience at the hotel, but one got the impression that this did not extend to all staff. The overall sense we were left with was an establishment that was seeking to deliver at the least cost to itself but that, in seeking to do this, sometimes key elements of quality suffered.
Travellers planning a midweek trip should note that Princes Street currently (July 09) has tram works which are directly outside this hotel. We could hear the noise in our room from early in the day to end of the working day. This hasn't influenced this review - the poor mark was earned solely within the hotel's walls - but is mentioned as it may help other travellers.
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