Edinburgh City Centre (Princes Street) hotel

Shower filthy, covered in mould, either leaking shower or sink as large puddle on floor, bathroom smells, room not very clean dirty skirting boards. Been staying in this hotel for about 10 years even prior to refurbishment and it’s went downhill, even the restaurant. Paid for meal deal not a lot of choice, burgers, steak and chicken. Very poor. Reported to reception, couldn’t offer another room as full. Won’t ever stay in princes street Edinburgh ever again

It was an appalling expensive experience. Dirty bathroom area upon arrival. Cleanliness during stay meant nothing to them. Room smelled like sewerage, obviously pipe problem. Woke up at 4:00 am because of smell. No water pressure in the bathroom. Had to indicate the fact that shower gel bottle was empty. Had to go back to reception for towels and toilet paper. Sheets not changed and apparently we had to read a notice to know this! NEVER AGAIN. TOO MUCH MONEY DOWN THE DRAIN!!!

I’m writing this review after multiple attempts to seek a full refund under Premier Inn’s Good Night Guarantee have been ignored by their Guest Relations team. This complaint specifically concerns the unacceptable conduct of a front desk staff member (I believe his name was Paul) during our stay. From the moment I approached the reception to check in, his tone was loud, authoritative, and aggressive. Rather than welcoming us or assisting with our needs, he spoke over me and communicated in a commanding manner. Even after I politely expressed my discomfort with his communication tone and attitude, he ignored my concerns and persisted with the same rude approach. His behaviour was not only inappropriate but also completely unacceptable in a hospitality setting. What made this experience even more upsetting was that it occurred in the presence of my family and close friends visiting from abroad. Our guests, who are respected professionals in their own countries, were shocked at the conduct they witnessed which sadly marred their first experience of Edinburgh. This is not the treatment anyone should receive after spending considerable time and money to visit such a beautiful city. I urge others to think twice before booking this hotel if they value respectful service and a welcoming environment. What’s equally disappointing is how the complaint was handled — or rather, not handled — by Premier Inn's Guest Relations team. Despite raising the issue clearly and requesting a refund under their Good Night Guarantee, my concerns were dismissed on the grounds of an issue with booking a family room - as if the rude communication is acceptable if there are issues with the booking. While the response from Robert - Guest Relations Advisor was apologetic and acknowledging the issue, the initial response from Anna-Maria Guest Relations Advisor was dismissive and equally insulting as the behaviour of the receptionist. This is unacceptable, especially from a hotel like Premier Inn.

Our toilet plumbing broke and wasn’t working, so they put us in a basement room (it smelled musty down there) with no window, smaller than the room we had and then would not refund any money for the room. They offered breakfast but didn’t tell us that was instead of refunding money. One of us doesn’t even eat breakfast, and the other wasn’t able to eat this morning because of an early tour. Found out later that in their mind, we declined the gift and wouldn’t be credited any money for it because we refused their offer to make amends. But that was never explained to us. I never had the option of choosing a refund or breakfast. Furthermore, the lift broke later in the evening when we were moving to the room in the basement, so I had to walk six fours up twice. Not at all pleased with this establishment. Horrible public relations. Would not recommend staying here.

Stayed 3 nights in standard double room. Did not use the restaurant. Pros: 1. Spacious room 2. Comfy mattress and pillows 3. Excellent AC, very quiet 4. Great central location Cons: 1. Cannot open the window 2. Continuous humming noise ~30dB from outside 3. Strong wifi signal but very low speed 1 Mbps 4. Tv very difficult to control, old remote control 5. Complimentary water bottles would have been appreciated