Heeton Concept - Aparthotel Queen Street - Edinburgh — Hotel in City of Edinburgh

AVOID!! ||||I have had the most traumatic experience with this hotel company. I have had to involve the police who have also urged me to take this as far as I can through the hotel complaint channels.||||I booked this hotel for 3 nights (arriving August 27). I then asked to add another night pre arrival and they insisted I do this as a separate booking which made zero sense but I did it anyway. Prior to the booking I was told incorrect information a few times and when I addressed it, someone said they were sorry as the person advising me via written communication was “new”. They shouldn’t be on comms then. ||||Upon arrival, it was easy enough and a blonde lady checked me in and she was lovely. The only real positive experience I had. The room itself was not as they advertise. There is no freezer space, you have no kitchen facilities except microwave and dishwasher/sink. The bed is hard and it all feels really basic. Still as I was out a lot and had pre paid this, there wasn’t much to be done. They also have checked out guests constantly loitering around the reception area and it just feels very low end. ||||The real issue was on my last day, it was the morning and I had just showered when I see housekeeping barge into my room, without permission and without asking me. I was so shocked that I shouted get out! As I have the right to do. I then thought, how many times have they been accessing my room when I’m not here?? Furious I rang reception and the woman was extremely condescending, rude and refused to take accountability. She asked me four times what had happened, it was pretty straightforward what had happened and not rocket science so I felt she was antagonising me. She offered no apology just excuses without even speaking to housekeeping or knowing the facts. I told her I did not feel comfortable staying at the hotel as I had valuables and I did not want to run the risk of someone accessing my private space again. I asked if I could have a refund for my last night and she refused, her excuse was because I booked through booking.com. Makes no sense. I ended the call as she was upsetting me and I was already in such shock. I felt I could not leave my room, and when I later went down to collect food delivery (due to not being able to leave incase someone came to the room again), she was again very rude and aggressive. She got into my face, took my key card from me and said I was not getting access to my room or able to stay. Apparently I am not allowed to complain as per my consumer rights and apparently I should not have told housekeeping to get out. She continues to act extremely aggressively towards me and get in my personal space and storm around throwing my key card about. I ended up getting access to my room by having to LIE that I just wanted to collect my things. Once in the room, I rang another branch as she was the only one working at my hotel (another weird thing which obviously allows her to act as she wishes). They advised me nothing could be done but by seeing how I was crying on the phone they also told me I should ring the police, which I did. ||||The police attended a short while later, in the midst of this I had an anxiety attack from the panic and fear of how she treated me and also the fact I had to cancel my plans and appointments. I felt so scared. The police spoke to me and again she made excuses to them as to why my room was accessed, but her excuses keep changing. She then changed her tune and told them she was happy for me to stay and I didn’t do anything to warrant being kicked out. I informed the police (who I was also crying to) that I did not want any interaction with her and as long as she did not threaten or speak to me I would leave tomorrow first thing. They then advised me to take the matter further with the company.||||Everything is recorded on CCTV, and I am so shocked that despite this she chose to act this way towards a guest. She has completely ruined my weekend and I feel utterly upset by the whole thing. The fact that the company has no senior management in and she can do what she wants is even more worrying and I urge people not to book here. If she’s going to move to my home country of Scotland, then she should learn some of our values and kindness, something she lacks and I hope the company sack her because this behaviour is...

Approximately ￡1600 of my deliveries disappeared during my stay at Native Edinburgh and the property has not responded since last year.

Approximately ￡1600 of my deliveries disappeared during my stay at Native Edinburgh and the property has not responded since last year.

QUICK FACTS ● According to the property, all deliveries are automatically returned after 48 hours to its “original address” without a returns label (and without a returns request through the company). ● None of the companies received the returned items for over 8 months. ● the managers have not responded to the email requests for the returned shipping labels and the email receipts containing the tracking number. ● The CCTV automatically “renews” or erases its contents that are older than 10 days (I requested a footage to see the concierge or the delivery company picking up the packages to hopefully retrace its location) ● The concierge staff and the managers could not provide an explanation for these two separate accounts

LONG STORY SHORT

I stayed at Native for around 2 months and a new policy suddenly appeared during the middle of my stay: All deliveries are automatically returned after 48 hours to its “original address” without a returns label (and without a returns request through the company).

I didn't request the return through a company myself so I kindly requested the tracking information to either have it redelivered or reroute them to a new address (since I was leaving the UK), but the management team stated that they cannot provide any electronic receipts or tracking number as they have been returned to the “original address.”

So, I consulted with the UK delivery companies (DHL, UPS, and Royal Mail) by providing them the original shipment # information, and all of them stated that there weren't any returns requested by the receiver or newly generated return tracking associated with the deliveries. They further confirmed this by providing the policy where “a new shipping number is generated when a return is actioned.”

The last tracking available was its delivery to Native Edinburgh.

However, the manager, Mr.Whi** continuously insisted that they have been returned to the “original address,” yet none of the companies received the returned items even after 8 months (including Valentino, Elisabetta Franchi, and many others). When I contacted the customer service, they stated that they were not informed of any incoming items for returns that had been requested in 2022 September for these particular orders. (Please see the screenshot of for each email received from DHL, UPS, Valentino, HEWI, and Elisabetta Franchi within the attached PDF file)

The packages disappeared into thin air at Native Edinburgh and the property has not responded since last year.

● One of the most questionable aspect of the 48 hour return policy was that, among the approximately 10 items, only half of them were returned after 48 hours, while the others remained in the storage room for 4 weeks. (To be specific, several packages arrived on the same day, at the same time, from the same company, but only one was returned)

The manager could not provide any explanation for these two separate accounts.

Another interesting fact is that according to one company’s return instructions, “In the event of cancellation, the Client shall return the products to FiloBlu at the Client's expense within 14 (fourteen) days of said cancellation to the following address Betty Blue spa, blocco 2 Via Turati, 6G 40057 …”

The property couldn’t provide any returns information associated with this address.

DETAILED EMAIL CORRESPONDENCE

After months, I have been trying to contact the property, yet I have not received any response...

The room is lovely, the hotel is clean, the staff are friendly enough, the location is tremendous. That's the end of the good review. The parking is an absolute disaster, the hotel says it has parking available and is one of the main reasons I picked it over other hotels, as I'm sure many other people do. I booked through booking.com and sent them a message through it saying I wanted to park, since I never received a response I assumed this wasn't an issue. We drove from Durham for a weekend break for my wife's birthday with our dog. Expecting parking on arrival I packed my items accordingly, not all in easy to carry bags, think dog bed, birthday presents etc. Outside from the hotel there is a busy road with double yellows, a pedestrian crossing and a junction, nowhere to stop, no drop off point for the hotel. I called to find out where the parking was to be told I needed to have prebooked parking because they only have 4 spaces, the closest NCP car park is a mile away and to unload our things outside on the main road. Why say parking is available when to park I need to carry out the exact same procedure as I would if parking isn't available? Off to the NCP we go, park, cart all our belongings back and forth to the hotel only to find a rear door at the hotel, a customer door, with car access that we could have unloaded our stuff. From first arrival to getting into the room and sitting down, an hour and a half had passed, what a waste of time. On checkout, we asked to validate the parking but last twist of the knife on the joke that is the parking we needed to have downloaded the NCP app before we parked, £35 instead of £15 per 24 hours. Why on gods green earth weren't we told this when we arrived, clearly didn't park at the hotel, and went to the NCP, rather than at checkout?? "it says so on our website" was the only response from the reception staff. Poor excuse, what am I to do, check the website while I'm scrabbling about a foreign city trying to find somehere extortionately expensive to park or mid conversation with the reception staff?? We weren't the only people having parking problems on arrival either, I heard at least 2 couples and the receptionist arguing about it with another person over the phone. At best it's absolute incompetence causing mayhem, at worst it's set up specifically that way to underhandedly get more people into the hotel. Either way it certainly shouldn't be advertised the way it is on booking.com and I suspect it will be the same on the other similar sites. For the cost of of that parking I could have booked a better hotel or stayed...