Best Western Edinburgh South Braid Hills Hotel

2nd visit to this hotel and totally satisfied - refurbished good sized rooms, received an upgrade, great breakfast and attentive staff Big plus is Bus Stop next to Hotel taking you straight into Edinburgh city less

We booked to stay here to extend our visit to see friends in Edinburgh. We were shocked there was no lift. We were on the 3rd floor which was a problem for health reasons. Our med cal,plans were compromised by the lack of a lift. We overheard one American visitor check in and he had clearly requested a ground floor room through his agent which he was not getting. I could not believe the way the woman on reception who was not the receptionist but more senior spoke to him. She actually told him to go away as she said she did not want guests overhearing how she would speak. She actually said to him “ This is the UK not the US”! Quite how this would make him feel better about the lack of accessible rooms or the lack of a lift I do not know! I was embarrassed that she would give him this impression of the UK given he had clearly landed on the red eye that morning. We were told our room as the best of all the classic doubles. It had a sloping roof on one side of the bed so only a child could stand up straight in the space by the bed. The next morning our friends came to say goodbye and to have coffee with us. We felt as if we were an inconvenience to the staff because of their attitude to us. They were not welcoming at all. As our friends live in Edinburgh and might have held business meetings at the hotel, the staff attitude meant the hotel missed a great opportunity. It took for me to knock on a staff only door after calling out several times when I could clearly hear the staff laughing and joking the other side of the door to get any service. Even then , rather than say “We will be with you in just one moment, Madam”. The guy who came out said “*name*, you need to serve in the bar”. Where is the customer service? Where is the welcoming attitude that makes a great hotel? The staff could learn so much from the Best Western Yew Tree Lodge in Kegworth were the staff are super helpful and friendly. less

My husband and I booed in to this hotel for an overnight stay before we flew on holiday. When were arrived, approx 1pm we were told check in wasn't open and there was no offer to look after bags. Anyway, Off we went though into the city for the day , arriving back at the hotel about 9.30pm....that's when the problem started . We were told that there was 2 rooms booked ! One which we had already paid and another that still had to be paid. Completely baffled by this we told reception that no, we only had no room booked, the one which we had already paid for! After a prolonged and embarrassing discussion we rant Best Westwern Direct . They were very helpful, telling us that yes there was a room booked at the hotel last year but it had been cancelled....it just hadn't been cancelled at the hotel. The receptionist ended up speaking to Best Westwern had finally agreed to cancel the room that was outstanding . She then proceeded to tell my husband that it was a shame as Best Western had upgraded our room . She handed over the key to the standard one we had booked ....fair enough but after the embarrassing incident that took place in the main reception and took an hour or so to sort out they could have at least given us the upgraded room!!! We had problems with our room the last time we stayed at this hotel and I said I'd not visit again.....doubtful we'll be back . less

My wife and I stayed 2 nights; the second night we arranged for our children to join us as a surprise. The hotel staff were fantastic helping us with the occasion and dinner was very good indeed. My son was also given an unexpected upgrade which was lovely; all in all, the service and experience was first class and one I fully expect to repeat. Having ample parking and easy access into the city centre was so convenient; along with wonderful local walks across The Braid Hills. less

What a absolutely mess this hotel made of my weekend away to Edinburgh Firstly room very small and bed not comfortable Second all our things was taken out of how room and but in a other room Housekeeping waking us up @8am Rude reception spoke down to my partner and but the phone down on me Was told no duty manager was on soon find one when I was calling head office Was told we could have a free dinner and wine didn’t want the dinner and was told to pay for the wine And now the hotel manager as firstly we could have one day free and saying he didn’t say that he offer £100 Tell me after all that does £100 really cover it Avoid avoid avoid is my advice to you all less