Sheraton Grand Hotel & Spa

I have been to numerous luxury hotels in Edinburgh and this was nowhere near the service provided by any of them. We had booked the ‘champagne brunch’ and were seated at a low table with cushions to sit on, and when we looked around everyone else who was having the brunch was at a higher table or at least had chairs to sit on. Everyone else next to us on the lower chairs and stools were just having drinks. My mum asked if we could move and the waiter went to check and we did get to move. I then ordered an orange juice and a Diet Coke, which we had to ask about 20 minutes later as it hadn’t arrived. The orange juice was not fresh at all and was from a carton and tasted synthetic. The same waiter arrived again and just plonked the platter down on our table, no explanation as to what anything was etc. Again when we looked around, everyone except us had their brunch on a stand. I had said to my mum that often people who have a voucher are treated differently, and it seems that this was the case here, which is unacceptable. As a resident of Edinburgh I have visited the Sheraton many times without a voucher, so why should we be treated differently? At the end we went to pay for the drinks we had ordered, and it took 2 members of staff and 20 minutes for someone to be able to open the till. No one was checking on us during the time we were sat at the table and we had to go up to the bar numerous times. Definitely not a 5-star or luxury experience.

Reception - there were lilies in reception and the smell was unpleasant and over powering. We were called forward to check in and then made to wait by the receptionist while she attended to someone else. We did notice that the people next to us at check in were given extensive information from the receptionist, we were not. Room - a quite confusing door set up for the bathroom, with 2 doors into it, one was the door to the toilet and was glass (not much privacy here!). While we were in the room all the lights went off and we couldn't get them to turn on again, luckily it was daylight outside. During the night (2am to be precise) the TV started making a loud buzzing noise which took 2 goes of pressing buttons on the remote to turn off. Spa - we had real trouble locating the swimming pool from the hotel side, then we had trouble finding it once we were in the spa facilities. There was no life guard and a used plaster floating in it. Food - the food in the Bistro was good and good value for money (£35 for 3 courses) but the waiting staff seemed a bit confused, no one seemed to be in charge. Breakfast was good but why order coffee from a waiter when it was much quicker just to use the self service? Overall, it felt as if this hotel had seen better days and better management. Definitely NOT a 5 star hotel though. Apart from the Spa this could have been a Premier Inn, which would have a been very much cheaper. Not worth the money.

Tony at reception was helpful and friendly on check in. The room was nice but duvet felt very heavy for the time of year and was hot on the night. The air conditioning is also quite noisy. Hotel is very clean and well looked after. We will be back again some time.

Our first time in Edinburgh and we definitely had a wonderful stay. A big thank you for the upgrade to the Castle View room and we truly appreciate this unexpected surprise. What an absolute treat to have Sharon from the reception greeting us and assisted us with check-in. She is very friendly and helpful. She knows the in and outs of Edinburgh despite only working here for 8 months. Tony from the reception was friendly too and gave alternatives for late check-out options. Thank you to Tasiima for the housekeeping service. Overall the service is really fast and requests via the Marriott Bonvoy app was executed seamlessly. The gym, spa and pool facilities were great. There’s a good selection of breakfast items and eggs. Everyone in this property is just so welcoming. Thank you for making our stay an enjoyable one!

Well, it’s a little disappointing and has definitely gone downhill. No hot buffet at breakfast anymore… still a proper price though… and a bar that closes at midnight on the dot. What’s the point? Was better in previous and definitely won’t return.