Brooks Hotel Edinburgh

A MASTERCLASS OF DECEPTION AND INCOMPETENCE I stayed with two friends and booked a 3-person family room via Booking.com. Upon arrival, we were informed that the room we reserved was unavailable. The front desk insisted we had booked a double room for two people through Expedia, which was incorrect. We were told to wait an hour to speak with the manager, who was based in Bulgaria. When we finally spoke with him, he was unhelpful and unsympathetic, maintaining that their records were accurate, despite our confirmation showing otherwise. We requested a partial refund due to being placed in a smaller room, but were told the price we paid matched the downgraded room—suggesting the original listing was falsely advertised. When we asked for a cot for the third guest, staff repeatedly interrupted us in our room demanding proof of our booking. Even after showing documentation, they refused the request, citing their internal system. I later discovered that all of their listings on Booking.com advertise a free cot upon request. The entire experience was marked by poor communication, lack of accountability, and a disregard for basic hospitality. Given the price we paid, we expected a far more professional and competent service.

11 months ago · via Google

Just terrible. We didn’t feel comfortable at all! Besides the friendliness of the two men at the reception, there’s no positive feedback we can give. The room was far too small for two people. Mould is to be found in the sleeping area as well as in the bathroom. The beds are highly uncomfortable and don’t seem to have a mattress. In the bathroom, there was broken glass in the floor and leftover from the previous guests in the shower. The rooms was extremely dusty and had a weird smell to it. We really regretted our decision to book the two breakfasts for 15£ per person. The whole dining area is organised in a chaotic way and the staff don’t seem to know what they are doing. The choice of food was limited and the quality of the meals below average. What is more, get ready to wait for your meal and don’t expect to get the right one. A small buffet would reduce the stress on the staff and make the whole breakfast more enjoyable for everyone. I’ve been in Edinburgh several times so far and this has been the biggest disappointment within all of my trips.

a year ago · via Google

This hotel was adequate, at best. The bed was uncomfortable, I think the mattress was old. There was no side table on one side, so we used the only chair in the room for one of us. The pillows were awful. We could hear the toilets flushing from the upper floors. Breakfast was pretty good, though. And we found the lounge a comfortable place to sit. The staff were ok - not rude, but also not really paying attention.

2 years ago · via Google

Don’t believe everything you read on the Brooks Hotel, Edinburgh, website. Stayed three nights in a standard room, which was very small, had badly stained carpet, just one bedside cupboard and one bedside light. Views of city? Yes if you can see through blocks of flats… asked every day for the bathroom sink to be unblocked and the bathroom fan repaired. Nothing happened. Bathroom very small, but shower was fine. Staff were polite and very good in dining area - it’s not a restaurant as such - but some reception staff have a very limited understanding of English. We asked for a bath mat as the tiles were slippery when wet, and were eventually given a small hand towel. Website says cotton Egyptian sheets and fluffy duvets - nothing like it! Duvet very thin and pillows hard. Our bedroom was badly in need of renovation. Internet very iffy and slow in the bedroom. Fortunately we did not spend a lot of time actually in the hotel. Don’t like writing a review like this but the hotel was the one big disappointment about our stay in Edinburgh, and it wasn’t as if it was a late booking. We booked early - based on the hotel website words and pictures - to see the Military Tattoo at the Castle,, which was excellent !

2 years ago · via Google