Heeton Concept Aparthotel - Queen Street - Edinburgh

"We stayed at this hotel with my wife and our 1-year-old son from December 27, 2025 to January 3, 2026. The hotel is located in the New Town area, which is generally a good location. Traveling with a baby was relatively easy, as walking with a stroller was convenient. However, most of the highly rated attractions were in the Old Town area, which required longer walks. We did not use the hotel breakfast because it was very poor. There were almost no proper hot food options. Fortunately, there are other hotels and restaurants nearby, and within a 2-minute walk we were able to find much better breakfast alternatives. The hotel claims to have a 24-hour reception, but in reality, one person seems to be responsible for reception, cleaning, and service at the same time. Because of this, it was often very difficult to find someone available when we needed assistance. Some of the staff were helpful, but one particular employee named Charlotte caused us serious inconvenience by giving incorrect and misleading information. Her attitude was extremely arrogant and dismissive. For example, when we asked her something, she replied that she was cleaning tables, serving drinks, and preparing the breakfast buffet, and therefore could not help us. When we asked about room cleaning, she initially told us it was done once every 7 days. We requested it to be done in the middle of our stay rather than just before check-out, and she said she scheduled it for two days later. However, our room was not cleaned. When we asked again, she changed her statement and said it was done every 8 days and that we were not entitled to cleaning. Her answers were inconsistent and careless. As a result, we were forced to stay in an unclean room for several days with our child. The overall cleanliness of the rooms was not good. The furniture and appliances were very old. For example, the drying rack felt like it belonged to another century — it was impossible to properly dry our clothes, and we eventually had to dry them outside. The room temperature was fine. There was only one baby high chair available. Towels were provided when requested at reception, so we had no issues with that. Overall, we were not satisfied with our stay. The most disappointing part was the attitude and behavior of the staff member named Charlotte. Considering both the positives and negatives, I would not recommend this hotel."

"From the moment I arrived, I felt genuinely welcomed. The manager resolved a difficult situation for me with such kindness and a smile that instantly put me at ease. All staff member waa very kind and helpful. The lobby had a beautiful Christmas decor. It is charming! Room was clean and cozy. Location is excellent. We had no washing machine in the room but the Hotel has a laundry room to use for free. We will be back!"

"Lovely spacious accommodation, friendly, helpful staff,very convenient, within walking distance to markets, castle, shopping. Would definitely stay here again."