A COUPLE have hit out at a plush Edinburgh hotel after their romantic getaway was ruined by kids splashing them at the pool.
The Apex Waterloo Place Hotel customers, who visited over Valentine’s weekend, were also left unimpressed by staff.
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The pair complained on Tripadvisor that they couldn’t sit beside the “relaxing” pool without kids splashing them and said that it was overcrowded.
And believe staff should have sorted the issue as they found it “appalling” having to pay for the service.
They also claimed that a female member of staff at the front desk had an “incredibly rude attitude” towards them.
They flagged one incident where the couple handed over their luggage for the storage room.
The “rude” employee watched them place an iPad in the front pocket of their suitcase before giving the case over.
The couple said the employee then bashed the front of their case off some steps leading up to the storage room when she knew the expensive item was in the front pocket.
Bosses at the four-star hotel apologised to the couple for their “poor hospitality”.
The customers took to Tripadvisor and said: “Was a lovely stay at the hotel, very clean and didn’t have any issues with our room, in fact we got upgraded for free as we stayed for the weekend for Valentine’s.
“We did have a few issues which came up which were as follows, the swimming pool was incredibly crowded with children that were splashing water literally everywhere!
“You couldn’t sit on the side of the pool without having water splashed over at you!
“This should have been sorted as paying the price for this service was appalling. I understand that all guests pay for the service, even ones with children, but why should other paying customers have to do without because of the disruption of children in a “relaxing” swimming pool.
“The second thing which I would like to mention is one of the female staff receptionist had an incredibly rude attitude.
“We approached the desk to be ignored until we had to ask to be seen!
“And then proceeded to have a very strange attitude which wasn’t welcoming at all and confused me and my partner as we were paying customers!
“Then to top this off, on our day of departure in the morning, we had politely asked to put our luggage into a back room as we weren’t leaving the city until the evening.
“We were given the impression from the particular staff member that this was an inconvenience as there wasn’t much room for the luggage which is hardly our fault!
“I then proceeded to put my extremely expensive iPad into the front pocket of the suitcase as I had forgot to place it in there prior.
“The same female member of staff (stood literally in front of me watching) then took the suitcases and there were three small steps which were needed to go up to get into the storage room.
“She took the the suitcase and didn’t even attempt to lift it, especially when knowing I have just placed a valuable item in there, and regardless of the valuable item no member of staff should be handling a customers property in this way!
“She then smashed the suitcase against each step without hesitation! And then carried on walking! Fair enough if it was the first step and an accident but to harshly smash a suitcase into three steps is ridiculous!
“Me and my partner were stood watching in shock!
Understandably a complaint should of been made there and then but with the disbelief and anger we decided not to.
“The treatment by this particular female member of staff has left us extremely disappointed in the apex company as they have much higher standards than this!
“We will not be returning to any apex hotels and definitely won’t be recommending this particular hotel to anyone!”
Bosses at the hotel then replied: “Thank you for staying and for your review. We do appreciate you taking the time to provide feedback, and whilst we are happy to see that you enjoyed some parts of your stay, we are sorry to note that your experience was impacted by our poor hospitality.
“May I ask that you drop me a line so I can investigate this further? We take all feedback very seriously and would like to rectify this for you and your partner.”
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