Hotel hits back at reviewer who said stay was 'terrible' & staff were 'rude & uncooperative' – but who is in the wrong? | The Sun

A HOTEL manager hit back at a reviewer who called their experience "terrible" – responding that they were an "unacceptable" customer.

Douglas Campbell, manager of The Bonham Hotel in Edinburgh, slammed the TripAdvisor reviewer who said they got into a "verbal confrontation" at the hotel.

Hitting out at a "rude and uncooperative" member of staff, the reviewer, a woman named Anne, rated The Bonham as 'terrible' on the site.

She said that the incident led her to relocate her party to another hotel, which they "highly recommend".

But Douglas was having none of it, and wrote back that "verbal abuse and swearing" were "wholly unacceptable".

He added: "I'm afraid this meant we were unable to accommodate you on this or any future visit. 

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"I am glad you were able to find alternative accommodation that better suited you for this trip and the future."

Anne also criticised the hotel for having no record of her frequent past visits to the hotel.

She wrote: "Terrible experience upon arrival with some member of staff at front entrance – no name – but not helpful or pleasant.

"We had an immediate complaint and he was rude and uncooperative about it, resulting in a verbal confrontation.

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"We've stayed at this hotel many times over the years and he had the audacity to say they had no record of us ever having stayed at this hotel.

"We left right away and went straight to CHEVAL, THE EDINBURGH GRAND at St. Andrews Square.

"Fabulous hotel where you will be treated with respect and decency. Highly recommend this hotel."

This was not the first time Douglas has decided to fire back at a poor review, as last month his hotel was criticised for its location.

David, from Durham, wrote: "A long walk to city centre and attractions… probably need to use a taxi…

"Watch what you are being charged for on tour bill when you leave… I feel I probably will not go back again… which is a shame."

Douglas responded: "Thank you for your review following your recent stay.

"I'm sorry to see the location no longer suits you, I do see you have stayed previously and re booked for this stay, with our location remaining the same.

"I can see the car parking was removed from your bill as a gesture given you are using a Blue Badge and that you declined to pay the £4.35 discretionary service charge, which you are of course at liberty to remove.

"I'm sorry our central location no longer works for you and wish you an enjoyable stay elsewhere in Edinburgh on your next visit."

Despite being left a 'terrible' score in its most recent review, The Bonham can boast over 1,200 'excellent' marks on the review site.

The Edinburgh hotel was even the recipient of an award on TripAdvisor last year – with a May Facebook post from the hotel saying: "We're really pleased to announce that The Bonham is a Tripadvisor 2022 Travelers' Choice Award Winner!"

It's most recent review, left by an American woman named Lisa, praised the hotel as "beautiful".

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"We loved the room, the service & the vibe of this place. It was quiet elegance at its best!" she added.

"Even though it is located in a quiet area, it still was within walking distance to great restaurants and Edinburgh sites. We would stay here again most definitely!"

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