AAdr8I stayed at a&o Edinburgh Hostel for 4 nights, from 9 June to 13 June, in a private 4-bed room with an ensuite bathroom.
The check-in experience got off to a poor start when I was informed that the lift was out of order. Unfortunately, my room was on the 5th floor, meaning I had to carry luggage and climb five flights of stairs throughout my stay.
The room itself was functional and reasonably comfortable, but the bathroom is in desperate need of refurbishment. The sliding shower door was broken and felt like it could come off its hinges at any moment. The shower floor was also visibly cracked. To make matters worse, the bathroom uses a motion-sensor light that does not detect movement inside the shower area, so the lights repeatedly switched off while showering.
The blackout curtains were ineffective because they were too narrow to fully cover the window. Since there is no air conditioning in the hostel, the windows had to be left open for ventilation. Unfortunately, this meant enduring constant and often very loud noise from outside, making it difficult to rest.
What disappointed me most, however, was the service from one particular receptionist — a bald gentleman with a lip piercing. While the rest of the staff were friendly, helpful and professional, this employee's attitude was remarkably indifferent and bordered on rude.
When my key card stopped working, my family was left waiting outside our room on the 5th floor while I ran downstairs to seek assistance. Rather than acknowledging the urgency of the situation, he abruptly told me to stand aside and wait while he continued checking in another guest. After waiting several minutes, he reprogrammed the card, but it still did not work. I then had to make another trip down five flights of stairs to ask for further help.
This time, I was told that I would have to wait until he had checked in three more groups before he could assist me again. Considering my family was stranded outside the room and the issue had not been resolved, I found this response completely unacceptable and lacking in basic customer service. Thankfully, another staff member stepped in and helped resolve the problem quickly.
To be fair, every other member of staff I encountered during my stay was pleasant, courteous and genuinely helpful. Unfortunately, the attitude and conduct of this one employee left a lasting negative impression and significantly detracted from the overall experience.
Overall, a&o Edinburgh offers functional accommodation in a convenient location, but the property is showing signs of wear and maintenance issues need attention. Combined with inconsistent customer service, my stay was average at best.
Some amenities published were not available.
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