Kimpton Charlotte Square by IHG

Brilliant hotel let down by increasingly poor room service offer

8.0

The hotel is one of the best, if not the best, in Edinburgh. Every staff member you encounter from reception to cleaners to porters is very professional and polite, which is the sign of a very well-run place.

− The room service menu has got worse and worse over the last few years. It's very limited, even more so if you are vegetarian/vegan. The desert menu is particularly poor with essentially one option or a small tub of ice cream. For a five-star hotel, the range is really poor and the quality has gone downhill too. I stay at the hotel maybe 2/3 times a year and the options never change (they just seem to get reduced each time). It almost puts me off rebooking.

Fabulous

10.0

I really enjoyed my stay and had such a lovely experience. The staff were genuinely friendly, welcoming and always happy to help, which made my stay even more enjoyable. The facilities were excellent, and I felt very comfortable throughout my stay. I would definitely stay here again.

One night in Edinburgh

8.0

Sehr freundliches Empfangen und reibungsloses Einchecken/ Auschecken. Personal im allgemeinen sehr zuvorkommend. Lage perfekt um zu Fuss Edinburgh zu erkundigen.

− Es war ja the Fringe aber trotzdem ist das Zimmer/ Preis absolut im kein Verhältnis gewesen. Habe noch nie so viel für so ein kleines Einzelzimmer bezahlt. Garderobe eigentlich nicht existent. Es war eher einen Spalt um Kleider aufzuhängen. Wenn überhaupt möglich. Bett relativ schmal. Und Zimmer ringhörig so man soll nicht Geräuchempfindlich sein. Frühstücksbuffet ok. Hat vieles aber manchmal ist weniger mehr.

Guest review

7.0

Location

− Disappointing Stay – Far Below Expectations for a Kimpton I stayed at the Kimpton Charlotte Square in Edinburgh for one week, and unfortunately, my experience was deeply disappointing. The excellent location is genuinely the only aspect of my stay that I can praise. From the moment I entered my room, I was shocked by what I had been allocated. The room was designed as an accessible room, which in itself is of course perfectly appropriate for guests who require these facilities, but it was completely unsuitable for me and I had neither requested nor been informed that I would be given such a room. The bathroom in particular had a very low, small sink designed for wheelchair accessibility, while the bedroom had a small window positioned unusually high on the wall. The overall effect was gloomy, enclosed and, frankly, rather depressing. More importantly, the room bore very little resemblance to what I would consider a luxury hotel room. It felt remarkably basic and certainly did not justify the very high rate being charged. When I raised my concerns, I was offered another room — but only from the 26th, despite having checked in on the 22nd. This would have meant repacking and moving all my belongings halfway through a one-week stay. No assistance with moving was offered, and when I did not respond to the proposal, nobody followed up to see whether the issue had been resolved or whether I was comfortable. That lack of follow-up summed up much of my experience at this hotel. There was also very little attention to the room during the stay. Even basic items such as drinking water were not routinely provided and had to be requested. On one occasion, I called to ask for something and waited for an hour without receiving it. I eventually had to call again before it was delivered. Housekeeping was another frustration. My room was regularly not cleaned until around 4 p.m. When I questioned this, I was told that rooms are serviced anytime between 8 a.m. and 5 p.m.

Excellent PT's Jordan and Ricky

10.0

Love this gym - very well maintained. Big shout out to Jordan and Ricky, very knowledgeable and friendly. They've both helped me stay consistent and enjoy training at the Kimpton.

Lamentável como conduziram a situação

1.0

Localização

− Extremely disappointing handling of a missing prescription medication Unfortunately, our experience with this hotel was seriously affected by the way they handled an important issue after our departure. I accidentally left a Mounjaro injection pen, an expensive prescription medication, inside the refrigerator in room 312 when we checked out at approximately 11:30 a.m. We contacted the hotel the very same day to report it. I am absolutely certain about where the medication was left. The refrigerator contained only two bottles of water, two small bottles of milk and the Mounjaro pen, which was wrapped in transparent plastic and placed on the bottom shelf. There were so few items inside that it is extremely difficult to understand how the medication could simply disappear without being seen when the room was cleaned. We contacted the hotel several times. They told us they had spoken to Housekeeping, checked Lost Property and were unable to locate the medication. What was most disappointing, however, was the lack of transparency afterwards. I specifically asked whether the refrigerator had been emptied or cleaned, what had happened to the water and milk that were also inside, whether the person who cleaned room 312 had been specifically questioned about the contents of the refrigerator, and what the hotel’s procedure is for medication left in guest-room refrigerators. None of these questions was answered. The hotel said they would undertake an additional review and contact us if they had further information. After my final message requesting clear answers and escalation of the matter, I received no further response at all. I fully accept responsibility for having forgotten the medication in the refrigerator.