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Hilton Edinburgh Carlton


    Hilton Edinburgh Carlton
 in Edinburgh
    Hilton Edinburgh Carlton
 in Edinburgh

Reviews

TripAdvisor Traveler Rating:
1483 Reviews
Latest TripAdvisor Reviews

  • Worst room in 20+ years - next to loud music nuisance way past midnight

    by yw99999 on 2019-06-23 08:29 am

    Left this morning (Sunday), after 2 nights of music so loud we could hear the lyrics of each song and bass beats of a birthday party on Friday night, and wedding the next night on Saturday.

    The night managers could only offer "will ask the DJ to soften the music" (there was no difference both nights..... the music was climaxing in noise level and bumping beats beyond midnight). On Fri night - only during the second call the night manager said she didn't receive the original complaint 30mins earlier (lazy staff or is the manager blaming the staff?). On Sat night, a different night manager immediately said "can't relocate you" and gave me the same line - "will ask the DJ to soften the music" at 11+pm when I rang the guest hotline. Added that the wedding was to end at 1am (offered this info only after I asked)

    Jetlagged still today after 2 nights of hardly any rest (got into Edinburgh from HK couple of days earlier) - but Hilton happily took my money for two nights (prepaid) anyway...

    During check out Sunday morning, there was zero acknowledgement of my multiple complaints during the past two nights. This is despite an overnight email saying the hotel manager will be in touch with me (I also emailed HHonors via the mobile app). Am a Gold Hilton Honors member and this level of service has prompted me to read up on Edinburgh's noise nuisance laws (ahead of figuring how to file a formal complaint to the district council)

  • ****************** Great Location & Excellent Service !! *************************************

    by pramodbahl56 on 2019-06-19 04:09 pm

    I travel for work and stayed at this hotel on my first ever trip to Scotland. The hotel is right in the heart of the city, next to the Royal Mile. It was such a pleasant experience and not just because it is a nice hotel and has a wonderful buffet breakfast but because the staff there is so nice. Whomsoever I happened to come in contact with, was wiling to render all possible help. I firmly believe that a hotel is not good just because it has a nice building with all the modern amenities it provides but because the staff is pleasant and helpful. I would in particular like to commend the amazing Ms.Clodagh. Spoke to her about my room preference and she was very kind to leave a note for the staff who would be at the Reception during my check in time. Also notable was Ms.Camille, who assisted me during my stay. These hotel employees went far and beyond trying to do everything possible to make my stay a truly pleasant & a memorable one. Gives me reason enough to look forward to fly to Scotland again, and really soon. Should you like to stay at a hotel with a central location and wonderful employees with a truly professional and helpful attitude, look no further in Edinburgh; stay at this hotel and you would love the experience!.

    Owner Response
    Dear pramodbahl56

    Thank you for your lovely review.

    I very much agree that a hotel is far greater than it's physical appearance and amenities and we are fortunate to have an amazing team that are at the heart of everything good about the hotel.

    I will share your compliments with Clodagh and Camilla, they will be delighted to see the recognition you have given them.

    We look forward to welcoming you back in the future.

    Kind regards

    Stephen Williams
    General Manager

    GM_EDICA1, General Manager at Hilton Edinburgh Carlton, responded to this review

  • Great hotel and location

    by Beth U on 2019-06-19 12:40 am

    We enjoyed our stay here very much. The hotel is nicely updated and clean, and the staff were all pleasant and helpful! We also enjoyed the convenience of staying on the Royal Mile. This hotel is highly recommended!

    Owner Response
    Dear Beth U

    Thank you for your recent review.

    I am delighted to hear you had such an enjoyable visit to the hotel and thank you for commenting on the helpfulness of the team.

    Kind regards

    Stephen Williams
    General Manager

    GM_EDICA1, General Manager at Hilton Edinburgh Carlton, responded to this review

  • Worst Hilton hotel ever!

    by Choose2Travel on 2019-06-19 10:53 am

    The check in service first time round was long with only two counters open despite a long queue forming up at peak check in time. Decided to leave my bags and come back two hours later only to discover that the room was still not ready. It took ten more minutes of waiting at the bar to get a room at the -2 level.

    Worst wing ever!! The elevators from the ground floor (lobby level) lead to a service area with laundry and a strong smell of urine. To reach the -2 level, we were advised to climb up to the 1st floor and take a convulated path to the elevators. I have never heard of a hotel's lobby level elevators being used as service lifts. In fact the elevators we finally used to reach our room were also being used to carry chairs in and out.

    We are Hilton Honours members but I personally would never stay at this hotel again!

    Owner Response
    Dear Choose2Travel

    I'm sorry to hear you have had such a confusing experience at the hotel.

    I am unsure from your review what journey you took through the hotel but we should not have allowed it to become so confusing.

    The lobby elevators are not used as service lifts, and access to service areas is restricted by key access.

    I hope we can welcome you back to the hotel in the future where I am confident we can provide a better initial guest journey.

    Kind regards

    Stephen Williams
    General Manager

    GM_EDICA1, General Manager at Hilton Edinburgh Carlton, responded to this review

  • How do you get the room you reserved?

    by Schiola33 on 2019-06-19 10:32 am

    I booked this hotel 6 months ago ask for a deluxe queen room with breakfast. When we arrived 16:45, we were told by a very harried and flustered clerk that the hotel was quite full. We were assigned a small room over looking the HVAC system. We asked for another room and were given one that took 2 elevators and 3 staircases to reach. It felt like a dungeon. We stayed one night and left.

    Owner Response
    Dear Schiola33

    I'm very sorry to hear you were disappointed with your experience at the hotel.

    We have an iconic and historic building that has been carefully adapted to become the hotel you see today, and whilst we have rooms that require you to go down in the lift from "ground" floor, this takes you to a section of the building that is still above ground overlooking Market Street and Calton Hill.

    On a future visit if you request in advance a room overlooking North Bridge or the Royal Mile we will do our utmost to accommodate you.

    Kind regards

    Stephen Williams
    General Manager

    GM_EDICA1, General Manager at Hilton Edinburgh Carlton, responded to this review


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