Holiday Inn Express Edinburgh – Royal Mile

Let's talk about the process first. We have booked a twin room at the Holiday Inn Express Edinburgh Royal Avenue from May 19th to 22nd through Ctrip and have prepaid for 3 nights. On May 19th at 3pm, We arrived at the hotel to check in and found that the twin room was located in a semi basement (which was not specified on the website at the time of booking). Upon entering the room, there was a strong musty smell that was very uncomfortable. Therefore, we negotiated with the front desk and requested to move it upstairs. The front desk replied that the twin rooms are located in similar positions, so they have arranged for us to switch to an upstairs double room. The room is relatively small overall, and there is a big gap compared to the pictures advertised on the website, which did not meet our expectations. Therefore, we propose to Ctrip (at 15:25 local time on May 19th) to adjust the original 3-night stay to 1-night stay, which means checking out on May 20th. According to Ctrip staff, after negotiating with the hotel front desk that night, the hotel requested a deduction of one day's room fee. If you want to cancel for free, you must communicate with the hotel manager. The next day, Ctrip communicated with the hotel manager, who insisted on not refunding the room fee. We only stayed for one night in the end, but the hotel charged us for three nights. We have the following complaints about this experience: 1. The hotel has not implemented its cancellation and refund policy. According to the cancellation policy provided by the booking website, we have booked a 3-night stay from May 19th to 22nd. If you have not checked into the hotel, you can cancel for free before 4:00 pm on May 18th. Cancellations after 4:00 pm on May 18th will result in a deduction of the first night's room fee. Meanwhile, the hotel does not have a clear policy on how to cancel or check out early after check-in. Similarly, we believe that if we request to cancel the 2-night stay from May 20th to 22nd before 4:00 pm on May 19th, it should be cancelled free of charge. Even if cancelled according to the fee, a maximum of one night's room fee will be charged. From the communication process between Ctrip and the hotel, it can also be seen that the hotel front desk and manager have different opinions on this matter. It can be seen that the hotel's cancellation and refund policy does not have a unified approach and is seriously inconsistent with the information provided on the website. 2. Inaccurate labeling of hotel information and misleading room type images to customers. On the Ctrip booking website (similar to other booking websites), the room location of the hotel was not marked with a floor. When we made the reservation, we looked at the hotel building pictures and subjectively believed that it would not be located in a semi basement. There is a significant difference between the hotel room type photo and the actual room photo we stayed in, both in terms of the background wall and furniture placement. The actual check-in felt that the room was very small. At the same time, we booked a twin room without an ideal floor, which is also the main reason why we requested early check-out. 我们通过携程网预定了5月19日至22日爱丁堡皇家大道智选假日酒店双床房，并预付了3晚房费。5月19日下午3点到达酒店入住，发现双床房为半地下室（当时预定时网站对此并无说明），进屋后一股很浓烈的霉味，令人很不舒适，因此我们与前台协商要求换到楼上。前台回复双床房都位于类似位置，给我们换了一间楼上的大床房。房间总体上比较小，与网页上宣传的图片相比，也有很大差距，没有达到我们的预期。我们向携程网提出（时间是5月19日当地时间下午15点25分），调整为住1晚，5月20日退房。据携程工作人员讲，当晚与酒店前台协商，酒店要求扣除一天房费，如果要免费取消，必须与酒店经理沟通。第二天携程与酒店经理沟通，经理又坚持不退费用。我们最后只住了一晚，但酒店收了我们3晚房费。 1、酒店未执行其取消退费政策。预订网站提供的取消政策，对于5月19日3晚入住，如果未入住，5月18日下午16点前可以免费取消，之后取消会扣收第一晚房费。入住后取消或提前退房收费政策并未明示。依此类推，在5月19日下午16点前提出取消5月20日至22日2晚住宿，应该免费取消。从携程与酒店的沟通过程，也能看出酒店前台和经理对此意见也不一样，酒店的取消退费政策并无统一口径，也与网站告知的内容严重不符合。 2、酒店信息标注不全和房型图片等误导顾客。在携程预订网站（其他预订网站也是类似情况），该酒店的房间位置未标注楼层，我们当时预订时看酒店建筑图片，也主观认为不会在位于半地下室。酒店房型照片与我们实际入住的房间照片无论时背景墙还是家具摆放都有明显差距，实际入住感觉房间非常小。房间未达到预期是我们要求提前退房的主要原因。 需要说明的是，携程网客服在此过程中给予了积极协助和适当补偿。

It’s very near royal mile but to get to the hotel with luggage from Edinburgh Waverley station, it can be quite tiring! For a no stairs & few cobble stones route, walk up cockburn street (it’s an uphill slope!), then walk down Blair street, followed by cowgate street. It’s the least painful walk! 😂 We really loved our room. Only issue was that the water drainage was very slow. Nearby food recommendations: Jimmy’s Express (Chinese food).

I think the hotel location is very good, almost touching the royal mile with just few meters away. This hotel is suitable for solo or business travelers as this is an express hotel. The room we got was very small in size 19m2 not suitable for family with a kid. There was no refrigerator in the room. Breakfast was very ordinary with very few options so, I will not suggest to take breakfast at this hotel, in fact people can scout on royal mile for a decent restaurant. Overall, 1 or 2 days should be ok without much hassle but if you are planning to spend some more time then I will not suggest for this hotel. Staff was always helpful and they do the best to guide you for things.