The Knight Residence by Mansley — Hotel in City of Edinburgh

The first things I will start with are the great positives of the property. We were greeted by Luca from the front desk who was accomodating, professional, knowledgable, friendly and informative. We stayed in a 2 bedroom 2 bath apartment with a full kitchen. We booked direct so we were given a nice welcome basket with rolls. jams, honey, tea, cereal and a bottle of milk which was nice. The apartment was neat and clean and plenty big for our family of 4. There was a living room with places to sit and watch T.V. or conversate. The kitchen had a table and all the cookware we needed for our stay. The property is located just minutes from Victora street, Edinburgh Castle and Princes Street. We were able to find several places to get groceries the Co Op being the one we preferred just around the corner. Housekeeping was great and attentive. We had an electric kettle which was a great addition to make a cuppa tea. There are plenty restaurants and things to do in walking distance. The Coffee Mill Cafe was a great place for coffee or breakfast. Bertie's was great for fish n chips and a must is Makar's a bit further but well within in walking distance. We walked everywhere in the area and didn't need an Uber or bus. The things we didn't care for were the 3 strip clubs within a block of the location and the clothes dryer which worked sporatically. The corner shower was too small to be of use unless you have smaller children. The electric water heater in the shower was terrible. It would go from freezing to scalding hot. So, we didn't get use of the second shower due to the issues with it. Overall, it was a great place but wanted to let families know about the certain things so they are better informed. Just some extra tips, make sure you have a raincoat with a hood, good walking shoes as there are a lot of stairs and the...

Review: Disappointing Experience

Our recent stay at Knights’ residence was highly disappointing and fell far below expectations.

We had requested an early check-in well in advance, knowing we’d be arriving after a 20-hour flight with a toddler and senior citizen parents. While I understand that early check-ins cannot always be guaranteed, the lack of any facilities to accommodate waiting guests was shocking. There wasn’t even a lounge or a simple waiting room. Despite informing the front desk staff of our situation—long travel, extreme weather, and the presence of elderly family members and a toddler—the receptionist was indifferent and made no effort to ease our experience. We were made to wait from 8 a.m. until 4 p.m. before being allowed into our room. We would have gladly paid extra for early access, but even that wasn’t offered as an option.

Once in the apartment, the service quality was equally poor. It was not made clear during booking that this was a “light cleaning” serviced apartment, meaning no vacuuming or proper kitchen cleaning was done for the entire duration of our stay. The beds were hastily and poorly made, and the cleanliness overall was subpar. To make matters worse, the hot water in the common bathroom stopped working, leaving us without hot water for an entire day. While a repairman did fix it the next day, this added to the overall inconvenience.

For the price we paid, we expected a much higher standard of service and basic hospitality. Unfortunately, this experience left us frustrated and exhausted instead of relaxed and refreshed. We would not recommend this property, especially for families traveling with young children or...

Absolutely shocking service from this so called 5 star residency. My family and I were meant to be staying here for our first trip since covid. Our flight was cancelled as we were sat in the airport. This establishment refused to refund the £753 we had paid due to their terms and conditions. Staff attitude was extremely poor, lacked empathy or any understanding due to the stress and upset this has caused. Hasn’t this country been through enough already? Without this couldn’t care less attitude. People work hard for their money and then receive appalling customer service from large companies who frankly have no respect or consideration for what people have experienced. The attitude I had was “computer says no”.

Following on from your response which was extremely predictable You did not in my opinion act in an empathetic manner. You had the ability to refund the whole amount. 50% is not what we paid. We did not receive what we paid for the stay back. Also you fail to address the bad customer service that I received from your assistant manager - he literally couldn’t care less. In my opinion to which I am completely entitled. Your business acted not in the best interest of your customers. I know what I booked through booking.com I am fully aware of the terms and conditions but when your flight is cancelled an hour before you’re due to fly then most people I am sure would appreciate the frustration at losing all or half or whatever proportion of money they do. I am entitled to my opinion and I feel you could have done A LOT more and you need to train your staff to deal with such situations instead of treating everyone like a number or...