"I just wanted to follow up regarding the situation we encountered when we arrived. We had booked three double rooms for two nights so that our group could stay together. Unfortunately, we were informed at check-in that one of the rooms had no electricity and couldn’t be used, and one of our friends had to be moved to a different hotel.
We completely understand that unexpected issues can sometimes happen. However, since we specifically booked three rooms in the same hotel so our group could stay together, having one of us placed somewhere else has been quite inconvenient for us and has made it more difficult to coordinate our plans during the trip.
In addition, the hotel that was arranged for our friend was unfortunately of a much lower standard than the one we originally booked. This was quite surprising for us, especially since we had chosen and paid for your hotel expecting a certain level of comfort and experience for everyone in our group.
While we appreciate that your staff tried to find a solution at the time, the overall arrangement has left us feeling rather disappointed with the situation.
We hope you can understand why this has been frustrating for our group, and we would really appreciate it if you could let us know whether there is anything that can be done to help make up for the inconvenience caused.
Thank you for your time and understanding"
"We had a delightful stay at Pillars House in Edinburgh. Host Craig was exceptionally friendly, proactively offering helpful information. The rooms were clean and comfortable, and the location was convenient for exploring the city. Guests have access to a spacious kitchen, which was a great bonus. During our Christmas stay, we were pleasantly surprised with a gift from the hotel, adding a special touch to our holiday."