"A Literal Breath of Fresh Air: 7-Star Service and a Lifesaving Stay
I found the NYX Hotel Edinburgh almost by accident during a terrifying medical moment, and it turned out to be by far the best hotel experience of my adult life.
To give some context: I am highly allergic to dust, mold, and various triggers common in older properties. I am admittedly a higher-maintenance guest when it comes to air quality—I often need vents cleaned, filters changed, and sometimes have to switch hotels three times in a single day just to find a place where I’m not left gasping for air.
When we first arrived in Edinburgh, I got severely ill within minutes at our initial hotel. I found myself gasping for air outside on the street, panicking about where we were going to stay as my airway was rapidly closing. This severe of a reaction tends to happen to me, but I didn't expect it to be this fast As I was practically turning blue, I had to take emergency high-dose steroids just to avoid a trip to the ER. I desperately needed a clean base to settle—clean air, positive pressure, and a sterile environment almost like a COVID room.
While I was on the sidewalk trying to recover, we frantically Googled new hotels (knowing a new build meant cleaner air and cleaner everything). By an absolute stroke of luck, we found out NYX had opened just three days earlier!
From a safety and customer service standpoint, the management and staff here operate on an entirely different level. The manager, John, has a meticulous, detail-oriented approach and leaves absolutely no stone unturned. He will tell you what you need before you even realize you need it. Understanding my situation, he was able to adjust our room’s fan speed to provide that crucial sense of positive pressure (explaining to me how newer hotel systems often lower air pressure and fan speeds these days). He brought up an extra fan and even offered an additional deep clean—despite the hotel being just days old. He provided engineering-level solutions before we could even ask and said he would make sure this was specially noted so it would not reset to low pressure over night. No other manager I know would have even thought of this. I cant express how life saving this type of approach to service is for certain guest types.
Beyond the unparalleled safety and care, the value is incredible. This was already one of the more affordable places in the city, yet we still received a discount. The housekeeping team is unbelievably on point; we would step out of our room for barely five minutes, and we'd return to find the sheets done, surfaces wiped down, and the minibar completely restocked.
We were also celebrating a special occasion, and PM Manager Sofia was the absolute cherry on top. She went so far above and beyond, filling our room with a bouquet, locally sourced treats from an off-the-beaten-path fudge shop, a bottle of wine, and a creatively written card. This person is a golden goose for any institution! It honestly felt like 7-star service. Jack, felt like an instant friend incredibly positive vibes. The Leonardo has outdone themselves with this staff!
Prem had remembered us pretty much by our voices over the phone, Amnesty was so kind allowed us to check rooms under the circumstances, and Alex was super entertaining and happy, Kateryna had the work of booking us over and over because we had to play everyday by ear and she never let us feel like we’d be out of a room. Kush in Food and Beverage left no stone unturned and made breakfast each day a smooth cozy experience. Again reminds me of a 7 star hotel resort experience in smaller boutique hotel. This is where one can truly kick back and relax and the hotel never really becomes a problem. Genuine is the best word to describe their modus!
It is rare to find a team with such temerity and attention to detail. You never had to anticipate. I truly hope this team never changes, even as the hotel gets busier. NYX Edinburgh manages to be deeply personal, lovely, and fiercely professional all at once. I cannot recommend it highly enough!"
