Brooks Hotel Edinburgh

"I had to pick a half hour slot for breakfast (weekday) the night before and paid £15, and still they didn't manage to serve me before I had to leave as ran out of time. The dining room is relatively small and only one waiter on duty, clearly inadequate. All going wrong with more people arriving quicker than those already waiting could be served, and people being served out of order. The continental items available to pick up are just a few snacks. First front desk staffer didn't seem able to engage in any conversation beyond taking keys, his "manager" didn't have any authority to refund. He just blamed other guests for my experience. Took my contact details but never got back to me, and ignore all my own attempts at contact. The staff didn't seem at home in the hotel or at all comfortable with what they were doing, like the whole crew had been dropped in there without any experience or training - just felt like something wasn't quite right here. The service is out of line with the price and the decor."

"My wife and I prepaid 330 pounds/night for 6 nights with the hotel during the Edinburgh Fringe festival. My wife was increasingly bitten over 4 nights and she developed a severe allergic reaction to the bites, which became large inflamed blisters mostly on her arms and legs where her skin was exposed. After the 4th night, we found bedbugs in our bed and on the door frame. On checking the mattress, we found no mattress protector, but a filthy under-sheet and that and the mattress had old small blood stains, markers of bedbugs. We contacted the duty manager immediately and logged the event in writing before leaving the hotel 2 days early. We requested a full refund, but the most the hotel has offered us was a 2-day refund for the days we did not stay there. This was unacceptable as the hotel experience ruined our holiday and incurred a great deal of extra cost, including 300 pounds for heat treatment of our luggage so that we did not take the infestation into our home. The hotel and the management firm Kapoor and Co. have not responded to further requests for compensation and returned a registered letter unopened."

"Filthy, disgusting, unfriendly, horrible, AVOID AVOID AVOID We had originally booked for two nights (€360)but were compelled to check out early due to the unacceptable state of the room and overall cleanliness of the hotel. Upon arrival, it was immediately clear that the hotel did not meet the standards represented on your website and booking platforms. The carpets in the common areas were dirty and smelly, and our room was in particularly poor condition. The email confirmation of a double bed was not met as this room contained two single beds pushed together. The carpet was stained, smelly and sticky, the pillow had significant discoloration, and the mattress was visibly unsanitary. To make matters worse, the duvet was also covered in stains and in very poor condition. The window would not close fully which resulted in street noise in the room. Attempts to close the window fully - risked damaging the window or myself. We struggled to sleep that night from the noise but mainly because of how unhygienic the room was These issues left us uncomfortable and unable to stay the second night. We have attached photos documenting the condition of the room, which significantly contrasts with the images shown on your listing on Booking.com. The misleading nature of the listing further compounds the situation. We informed the hotel on the Sunday morning as we were leaving, wrote the complaint with pictures on Monday and received this reply on the following Thursday night: Dear, I hope this email finds you well. My apologies for the inconvenience caused to you. Unfortunately on this occasion we are unable to issue the refund or compensation. Kind Regards Sai Krishna Brooks Reception Apologies for the inconvenience? Disgusting!"