Stewart by Heeton Concept Aparthotel Edinburgh — Local services in City of Edinburgh

False advertisement and poor management at its finest. We have stayed in 12 different places so far on our trip around the UK (a lot of which were booked through booking.com) and this is the only place that we have had any issue with at all. The only thing more disappointing than our experience with the (lack of) facilities, was the stone faced and unapologetic response we received when raising our concerns with reception.

Firstly, checking in was a nightmare, we did not receive any check in information the day of, and upon arrival had no code to enter the building. We emailed reception and received no response. Unfortunately (but lucky for us) there were several other groups of people also having trouble with their access to the building as they had not received the code to enter either, so between all of us we were able to get in contact with someone that was able to help us. The owners blamed this on booking.com and told us to raise it with them … even though every other place we’ve stayed at through booking.com has been completely fine and we have received correspondence from the owners without fail.

We booked this place specifically for the advertised on-site parking that you can reserve, and the laundry facilities, neither of which were delivered. We received no prior notification that the parking is “not available” we only found out after we had paid for the room and emailed to reserve a park. Our washing machine in room 10 was broken.

When we emailed on our first night to advise of the washing machine we received no reply until the afternoon of the following day acknowledging that this machine is broken and needs to be replaced - we had already paid to have our laundry done elsewhere by this time.

To add to the disappointment, when raising these concerns when checking out we were met with zero accountability, apology, or indication that they will try to improve. There are too many other nice places around Edinburgh to stay to bother with...

Online the pics look great. We got there and it actually looks like it needs a deep cleaning. Walls dirty, top layer of everything looking a little grimly, and musty smell. Tried opening the window and only cracks open in both rooms about 6 inches.Went to cook and utensils and pots had food on them. So we questioned if anything was sanitary.The bathroom tile was all listed and dangerous to step in or you can trip or stub your toes. Tub was insanely high. I’m a tall woman and I had to be careful getting in and out. Can’t imagine it being safe for shorter people children or those with limits. On top of that tub is super slippery. No bath mat or anything. Shower door covered half the tub so water came out all over the floor. Only one roll of half used toilet paper. There isn’t a service staff there in the evening and when we went to check out the box of supplies they leave out with extras, it was empty. They mop the floor in the morning and it’s all muddy but not only that it’s dangerous because there was no sign in front of the door to the hallway I came out of and fell hard on my knees. No one else’s me until I looked distressed even though I fell in front of the service managers window and she and someone were watching. I had to ask for ice. No help.Last but not least we selected this hotel because it had a car park- when we arrived it was broken. Parking is expensive otherwise. I posted a sign of the average cost, and the metered parking in front is coin operated only and we got two tickets because there are parking monitors on top of each street. We spent an insane amount overall for a one start quality hotel and regret having a car because of the inconvenience of their lack of parking that was promoted. I recommend to stay anywhere else or right outside...

Definitely NOT 4 star! We stayed here for 4 weeks while moving house.

Apartments: Shabby with stained carpets, mouldy bathrooms, oversized dated furniture, Sofa-bed in TV area very uncomfortable (missing latts) covered with a throw as original seat cover gone. Bedroom is very claustrophobic, Kitchen adequate.

Cleanliness: Same dirt and stains on communal areas floors weeks.

Wifi: TV hit and miss, keeps disconnecting and sometimes will not reconnect.

Staff: Main person Khalid, very nice and helpful.

Office space: Hardwire connection didn't work initially (took 4 days to get fixed as no engineers onsite), located in a corner of the room away from the logical place you would work, so bring a very long cable if you need to use it to work.

Service: Covid meant leave things outside door to be replaced `(Towels, Bins) - taken away but not always replaced. Quiet at the moment so basic services not great.

Location: No aircon due to covid and only aircon vent is in bedroom, not main living space, so needed windows open for air - noisey cobbled streets that echo and plagued by sea gulls (this was a quiet time in Edinburgh).

Environment: No recycling, everything in one bin, No plug in bathroom sinks - so a lot of water wastage when needing to shave.

Security: No staff onsite after 6pm Main door locked soon after that and you need to use a back entrance in a dark lane, so not very safe.

This is absolutely shocking that such a place would be given a 4 star rating, originally when it opened perhaps but certainly now it's no more than 2 Star - but in general, the overall standard of accommodation in Edinburgh is shocking for the prices...