Edinburgh City Centre Royal Mile hotel

Avoid this hotel like the plague. Room was tired, dirty (see pictures), paid for twin was given a double. Had to wait for staff member to split the beds then had to make the beds up ourselves as done in haste. Only one set of towels provided. Had to ask for more. Could go on. Raised with Premier Inn’s Customer Service team and they passed it off as we didn’t request a change of room. Nor did they have any report of us needing to request additional key elements for our stay. Location is all this hotel has going for it, but as to quality, service, forget it. This is the worst Premier Inn we’ve ever stayed at and for £150 a night is an absolute insult. No financial compensation has been forthcoming as they deny all aspects. Here’s the photographic evidence for a start.

The toilet flush didn't work in the morning (please see the picture). I called reception at least five times that morning, but no one answered. I was going to give 1 star, but a friendly member of staff brought me an extra towel. Even that points to a problem with the hotel, though: I had clearly stated 2 guests, but there was only 1 towel in the room.

We were very happy with our stay here. Exactly what you expect from premier inn. The cost is my gripe and the reason they don't get 5 stars.

Love this hotel. Perfect place, close to everything and friendly staff. Joaquim is worth a particular thank you for his excellent customer service. Love it.

This experience verged on traumatic despite having booked a Premium room. We booked Premier Inn as a trusted brand and the experience was distressing. Arriving late we were faced with a filthy room (black mouldy shower, smelly drains, filthy carpet, hazard tape in the lobby), badly damaged furnishings including holes in bed head and bathroom wall, damaged chair, stained furniture, bed with poorly fitted sheets. We spoke to the manager the next morning and he undertook to make remedy. A new grout was done along the bath tube which only made the other black mould more obvious. Upon further discussion we were given an email to write to. Following some effort it turned out the email was no longer in use and the message bounced back. A number was called and we were given an excessively long complaint reference whb-3305236-j9x8. I continue to follow up with no response. It seems Premier Inn do not want to receive feedback. Several guests at the same function had similar terrible experience. To top off the experience the Manager said they were aware of the issues and the hotel would be undergoing renovation within several weeks. Unfortunately, two weeks too late for our stay. I believe I was knowingly sold a service that could not be supplied and will continue to follow this complaint as it had a very detrimental effect on what should have been a happy occasion