Brooks Hotel Edinburgh

A MASTERCLASS OF DECEPTION AND INCOMPETENCE I stayed with two friends and booked a 3-person family room via Booking.com. Upon arrival, we were informed that the room we reserved was unavailable. The front desk insisted we had booked a double room for two people through Expedia, which was incorrect. We were told to wait an hour to speak with the manager, who was based in Bulgaria. When we finally spoke with him, he was unhelpful and unsympathetic, maintaining that their records were accurate, despite our confirmation showing otherwise. We requested a partial refund due to being placed in a smaller room, but were told the price we paid matched the downgraded room—suggesting the original listing was falsely advertised. When we asked for a cot for the third guest, staff repeatedly interrupted us in our room demanding proof of our booking. Even after showing documentation, they refused the request, citing their internal system. I later discovered that all of their listings on Booking.com advertise a free cot upon request. The entire experience was marked by poor communication, lack of accountability, and a disregard for basic hospitality. Given the price we paid, we expected a far more professional and competent service.