Edinburgh East hotel

Haven’t received our breakfast refund to date, property is tired and in need of a refurbishment, one room had a wet room which had flooded the bedroom carpets, from a previous visitor.

Poor attitude of reception Apparently our room wasn’t ready but we could pay an extra £15 for early check in! Cleanliness of room was bad - cobwebs and dust all over walls and ceiling. Wouldn’t stay here again.

The staff at Premier Inn Edinburgh East were genuinely fantastic — friendly, helpful and clearly doing their best. Unfortunately, everything else about the stay was unacceptable. The room smelled strongly of damp from the moment we walked in, including the bed itself. The mattress had massive dents in it and was clearly long past replacing. Curtains were broken and falling off the rail, and the window would only stay open if it was propped up manually. The bathroom had visible damp and mould, and overall the hotel felt tired, neglected and poorly maintained. If you’re going to operate from an older building, you need to be prepared to properly maintain it. What makes it even more frustrating is knowing how expensive this hotel becomes during the Fringe Festival period. With the kind of prices charged at peak times, you’d expect to see some investment back into maintaining and updating the rooms.

The room was never cleaned during our stay. There was no window in the room, only indirect light, and it felt like a prison cell. The daytime staff were terrible — rude, disrespectful, and unprofessional. We left our luggage at the hotel until check-in time, and when I picked it up, the handle was broken. I have never stayed anywhere worse than this. and I wont stay again.

What was intended to be an enjoyable weekend break for myself and my partner was significantly disrupted by a series of issues that, in my view, fell well below the standard your brand advertises. On arrival, we were informed that the pre-booked breakfast we had paid for in advance could no longer be provided. While a refund was offered, this left us having to find an alternative at short notice. This was an inconvenience that set a poor tone for the stay from the outset. On entering our room, we found the bed to be extremely uncomfortable and structurally unsound, producing persistent squeaking and clanging throughout the night. This significantly affected our ability to sleep. To further add to this, throughout the night we could hear multiple people shouting and running in the halls showing that the hotels policy of quiet and less noise wasn’t properly enforced. More seriously, there was visible mould and cracking paintwork across the ceiling of the bathroom, above both the shower and sink. This is not only an aesthetic issue but a maintenance and hygiene concern that I would expect to have been identified and addressed long before guests were placed in the room. We also overheard fellow guests experiencing similar issues, complaining about their room’s toilet leaking. This highlighted that it wasn’t just bad luck for us but a systematic issue with the hotel itself. That evening, we visited the adjacent Beefeater restaurant, only to be told that walk-in guests were not being accepted - only those who had booked through the hotel. No prior notice of this restriction was given to us at check-in, leaving us, again, to arrange an alternative meal at short notice. Across the course of one night, we experienced a cancelled pre-booked breakfast, an uncomfortable and noisy bed, noisy occupants, mould in the bathroom, and an unexpected refusal of restaurant access. Each issue individually would have been frustrating; together, they made for a genuinely poor experience. When I attempted to contact Premier Inn directly, I was told since I hadn’t try to find another room, my complaint and therefore all the other issues with my stay were invalid.