"Royal Leanordo Edinburgh.
This hotel is a joke. First, if you doubt me, try calling reception: +44 131 200 3300. Press No. 5 for Reception. No one will answer; EVER.
I tried to contact hotel on arriving at Waverley Station. I was trying to decide whether to take a cab, in part because the website address listed a funky address on one of the "Closes." That made no sense. In fact, a cab driver kindly advised us that the hotel is on Jeffries Street within easy walking distance of the Station. But I could not learn that fact through the hotel because NO ONE answered the phone at Registration after more than half-a-dozen calls.
When I advised a "manager" or "supervisor" of the issue on checking in, he bald-faced lied: claiming my experience was due to a large number of guests trying to check in at the same time I called. That was total B.S.
Skeptical, the next day, I called Reception FROM THE HOTEL LOBBY, when no one was waiting at the Reception desk for service. Still no answer. Rather, a gaggle of front desk personnel were socializing at the ned of the counter, ignoring the flashing light for my call.
Later, shortly after checking out, but after I had boarded my train to London, I realized that I had left an article of clothing in my room. I called, and, after numerous attempts, inexplicably actually did reach someone at the front desk. I gave them the information about my dates of stay, room number, the fact that I had just checked out and left an article of clothing, gave a detailed description of the article, as well as my name and contact info. This person promised to check with Housekeeping and would call me if they found the article of clothing to arrange for sending it to me (of course at my own expense).
Never heard from the person or anyone else at the hotel. No phone call; No voice message; No text message; No email.
Oh, and the corporate "Customer Service" line listed on the company's website was not reachable.
So, since my original contact, I tried on numerous occasions to follow-up with the hotel. No luck. Called repeatedly again tonight because we fly home from London tomorrow. Called a half-dozen times. Phone rang at Reception each time for approximately two minutes before automatically disconnecting.
Apart from the non-responsive Reception, this is NOT a Four-Star hotel by any measure. In the Manager's wildest dreams, maybe, on a good day, it might (but probably wouldn't) measure up as a Three-Star. Two and a half Stars is more like it, Not quite as good as a Holiday Inn Express.
To be fully honest, the hotel's breakfast service was very good. Not as good as we've had true Four or Five Star hotels, including a hotel in Beijing, China. But quite good nonetheless -- above average even. Decent omelette station. A fresh orange juice squeezing bar warrants special praise: a supply of fresh oranges, a good cutting knife, and a hand-operated juice squeezer. Too bad the rest of the hotel does not measure up.
For example, for a seven floor hotel, the main elevator bank had two elevators. But only one was working. For over two weeks. ANY true Four Star hotel would have had the out-of-service elevator back in service within less than 48 hours -- especially when the elevators are made by Otis and not some manufacturer in Asia, for which parts might be difficult to locate. It appears that the non-working elevator was out of service because it had been cannibalized for parts to keep the other elevator in service! Not confidence inspiring.
Rooms were small and spartan. In one case, a straight-back desk chair at the desk was the only seating in the room (other than the bed). Totally inadequate space to open large suitcases.
Given a choice, I would NEVER stay at this hotel (or any other Leo Hotel). I've about given up all hope for ever seeing my lost garment again.
WFD, Gainesville, Va."
