from Chorley, United Kingdom
Submitted on 13-09-2016
My wife organised our yearly outing for 7 couples and this year chose the Indigo Hotel in Edinburgh have stayed at the Indigo in Newcastle which was brilliant in every way. On our arrival we were told that our room was not ready so they (the management) gave us an alternative room on the top floor which was no more than a box room, although well decorated. We could not open the window more than 25mm due to the size of window and design, I am not tall but I could touch the ceiling with my fingers...
My wife organised our yearly outing for 7 couples and this year chose the Indigo Hotel in Edinburgh have stayed at the Indigo in Newcastle which was brilliant in every way. On our arrival we were told that our room was not ready so they (the management) gave us an alternative room on the top floor which was no more than a box room, although well decorated. We could not open the window more than 25mm due to the size of window and design, I am not tall but I could touch the ceiling with my fingers, the resul was it was unbearably hot, my wife was not happy so we requested a different room which they gave us on the ground floor,which was most acceptable and a lot cooler. We had booked bed, breakfast and evening dinner for all 14 of us at 7.30pm. We met in the bar for pre dinner drinks and proceeded at about 7.25pm to the dining room, we were given a menu and to our dismay it contained 4 different starters,4 different mains and 4 different deserts,and it was the same menu each day (not good if staying more than one night) we were told that was the menu and nothing could be done about it only have tapas which we don't like. Or pay an extra £11.00 and have a rib eye steak, 2 of us did but it was not good, thin and over cooked.. After one bottle of Rose wine,two bottles of Merlot and two bottles of Shiraz they ran out our preferred choice of wine and had a substitute wine, we odered our meal on the first night at 7.30pm and we got the first coarse at 8.30, the main coarse at 9.30 and the desert at 10.30 we finished our meal at 11.00pm far to late for 14 senior citizens . The very nice Spanish waitress kept apologising to my wife, incidently she was the only waitress in the room, for our party and a table for two other diners. When my wife complained we were told that there was neither a restaurant manager or duty manager on site and nobody could make any desicions to amend anything, my wife then came up with the idea that she would find out what everyone wanted for dinner on the following evening (Saturday ) and pre order at 4.30 to 5.00 pm on the evening. This we did and it worked better, having finished our meal about 9.30 pm . On the following evening (Sunday) we tried the same only to be informed that our chosen meal of Balmoral Chicken was limited to 2 portions because they had run out, so with the exception of 2 people we all had plain chicken and chips, ( not bad for a hotel of this calibre ) the dining at this hotel was not a good experience and we came to the conclusion that due to the small number of diners most people opted for bed and breakfast. We retired to the bar only to find that they had run out of, brandy, no draught beer, no dry ginger, the bar and restaurant was a shambles, which was not the waitresses fault (remember previous statement that there were no managers at all on site, it was left to the waitresses to run the hotel) what happens about health and safety? The restaurant manager appeared on Monday morning at breakfast and my wife told him that the situation was not acceptable he then said he had not time to talk to her and would talk later which they did long with another lady of our party, he was not listening to my wife but continually looked at the television screen in reception . The General Manager was in later on that day after we left and it was arranged for him to telephone my wife at home on the Tuesday which he did, he was most apologetic and told her he would investigate our concerns and complaints and made a reduction in the bill amount but was told we were not looking for recompense but wanted a nice, pleasant and comfortable weekend which we did not get, it spoiled it for us all and my wife in particular as she felt responsible for choosing this hotel. The fault was not of the staff left on site as they tried their best within their limitations, the fault lay with lack and non existence of any management whatsoever