Lounge

Reviews of Four Points by Sheraton Edinburgh

3 out of 5
Four Points by Sheraton Edinburgh
90 Haymarket Terrace, Edinburgh, Scotland

Reviews

7.6

Good

Rating 10 - Excellent. 16 out of 44 reviews" "
Rating 8 - Good. 11 out of 44 reviews" "
Rating 6 - Okay. 9 out of 44 reviews" "
Rating 4 - Poor. 4 out of 44 reviews" "
Rating 2 - Terrible. 4 out of 44 reviews" "

8.8/10

Cleanliness

7.8/10

Staff & service

6.0/10

Amenities

7.8/10

Property conditions & facilities

7.8/10

Eco-friendliness

Reviews

10/10 Excellent

Christina

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The room was quite roomy for the UK. We appreciated the quiet and the proximity to the buses and tram. It was an enjoyable stay.
Stayed 2 nights in Apr 2024
Response from Lewis on Apr 17, 2024
Dear Christina,Thank you for taking the time to share your experience with us. We are delighted to hear that you enjoyed your stay and found our room to be spacious. We understand how important a quiet environment is for our guests and we’re glad that you appreciated it.We’re also pleased to know that our location, close to public transportation, added convenience to your stay. Your positive feedback motivates us to continue providing exceptional service to our guests.We look forward to welcoming you back on your next visit.Regards,Reception Team

8/10 Good

Linda

Liked: Property conditions & facilities
Stayed 1 night in Mar 2024
Response from Lewis on Mar 5, 2024
Dear Linda,Thank you for your positive review. We are thrilled to hear that you had a great experience with us. Your satisfaction is our top priority and your feedback is greatly appreciated. We look forward to welcoming you back soon.Best regards,Reception Team

6/10 Okay

Joseph

Liked: Staff & service
Disliked: Property conditions & facilities
Stayed 2 nights in Jan 2024
Response from Reception team on Jan 14, 2024
Dear Joseph,Thank you for choosing to stay with us! Your satisfaction is our priority, and we look forward to welcoming you back in the future.Warm regards,

10/10 Excellent

Aimen

Stayed 2 nights in Jan 2024
Response from Reception team on Jan 14, 2024
Dear Aimen,Thank you for choosing to stay with us! Your presence added a special touch to our establishment, and it was truly a pleasure having you as our guest. We appreciate your trust in us and hope your experience was as enjoyable and comfortable as possible. Your satisfaction is our priority, and we look forward to welcoming you back for another delightful stay in the future.Warm regards,

2/10 Terrible

Shantam

Disliked: Cleanliness, staff & service, property conditions & facilities
It was disappointing and really not up to the mark. And value for money also was not received.
Stayed 6 nights in Dec 2023
Response from Front Office Manager on Jan 6, 2024
Dear Shantam,Thank you for taking the time to share your feedback regarding your recent stay at Four Points by Sheraton. We sincerely apologize that your experience did not meet your expectations, and we genuinely appreciate your honesty.Your comments are invaluable to us, and we take them seriously as we continuously strive to enhance the quality of our services. We would like to assure you that your concerns will be thoroughly reviewed and addressed to prevent such occurrences in the future.We understand the importance of delivering value for money, and we regret any inconvenience you may have experienced. Please be assured that we are committed to making improvements based on your feedback.Once again, we apologize for falling short of your expectations, and we hope to have the opportunity to regain your trust in the future.Thank you for bringing your concerns to our attention.Best regards,Four Points by Sheraton

10/10 Excellent

Evan

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Dec 2023
Response from Front Office Manager on Jan 6, 2024
Dear Evan,Thank you for choosing Four Points by Sheraton for your recent stay. We sincerely appreciate your patronage and trust that your experience was both comfortable and enjoyable. Your satisfaction is our priority, and we look forward to welcoming you back in the future.Best regards

6/10 Okay

Gary

Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
Nice hotel in great location, poor reception staff
Nice and clean hotel located in a prefect location within the city. With the tram station just outside the hotel, it is very easy to get into the busy part of town (only 2 stops away) for only £2 per person. Downside of the hotel was its reception staff, upon check-in there was no welcome or pleasantries. When I asked a question regarding local parking or the best way to visit the xmas market I got no assistance of guidance and where just told to look online. Upon check-out, the same laddie was on duty. We left our room at 8:30am with our overnight bag to put into the car before going for our breakfast within the hotel but the receptionist laddie followed us out to the car and proceeded to shout at my wife asking if we are checking out and then continued to stand and watch us come back to the hotel. This was the worst welcoming and most intimidating experience at a Hotel I have ever had, and I travel for a living. Such a shame this one member of staff can spoil a hotel reputation.
Stayed 1 night in Dec 2023
Response from Front Office Manager on Jan 6, 2024
Dear Gary, Thank you for taking the time to share your detailed feedback about your recent stay at our hotel. I sincerely appreciate your kind words about our hotel's cleanliness and convenient location.However, I am truly sorry to hear about the disappointing experience you had with our reception staff. Please accept my sincere apologies for the lack of welcome and assistance you received during check-in and when inquiring about local information. This falls short of the high standards of service we aim to provide, and we deeply regret any inconvenience caused.Your specific incident during check-out is especially concerning, and I want to assure you that this behaviour is not reflective of our usual service standards. It is disheartening to learn that such an interaction occurred, and we will be conducting a thorough review and additional training with our reception team to ensure this is addressed immediately.We understand the impact that one team member's actions can have on the overall perception of our hotel, and we appreciate your bringing this matter to my attention. Your feedback is crucial to our continuous improvement, and we will take the necessary steps to prevent similar incidents in the future.Once again, we sincerely apologize for the negative aspects of your stay, and I hope you will consider giving us another opportunity to provide you with the exceptional service that our guests deserve.Thank you for your understanding.Best regards,

8/10 Good

David

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Lovely hotel, very good location.
Rooms were clean, modern and comfortable My only issue was they were quite dark. Breakfast was poor, we went around 30-40 minutes before this was due to finish and most food had gone.
Stayed 1 night in Dec 2023
Response from Front Office Manager on Jan 6, 2024
Dear David,Thank you for taking the time to share your feedback about your recent stay at our hotel. We appreciate your positive comments about the cleanliness, modernity, and comfort of our rooms.However, we are genuinely sorry to hear about the concerns you raised regarding the room lighting and the breakfast experience. Your feedback is crucial in helping us address areas for improvement.Regarding the room lighting, we will certainly review the lighting conditions to ensure that they meet the expectations of our guests for a comfortable stay.We apologize for the inconvenience you faced during breakfast. It is disheartening to hear that you encountered a shortage of food items during your visit. We understand the importance of providing a satisfying breakfast experience, and we will work diligently to address this issue with our team to prevent such occurrences in the future.Your comments are valuable to us as we strive to enhance the overall guest experience, and we appreciate your understanding. If there are any specific details you would like to share or if you have additional suggestions, please feel free to let us know.We hope to have the opportunity to welcome you back and provide you with an improved experience in the future.Thank you for choosing our hotel.Best regards,

6/10 Okay

Jasjeet

Travelled with partner
Liked: Cleanliness
Disliked: Staff & service, amenities, property conditions & facilities
The hotel overall was very presentable however they need to sort out the maintenance. The radiators were very very noisy, indicating that they possibly need to be bled to remove the air from the heating system. Woke my partner and I numerous of times during the night. The reception lady that was working on Saturday morning (03/12/23) was very rude and clearly didn't want to assist any customers. At 9:30am I asked her once we check out if it was possible to leave our luggage with the hotel as our flight wasn't until the evening. She said yes, upon coming back from breakfast and packing our bags at 11am, she completely didn't want to help to us to leave the bags at the hotel, told us that hotel was full and they couldn't. When I prompted her with the previous conversation we had and asked what changed between the last hour and half, she reluctantly took our bags and stored them in the office. Upon returning and asking her for our bags, she was trying to play dumb and act like she didn't know who we were and was asking us where she kept our bags. It really left a sour taste in our mouths.
Stayed 2 nights in Dec 2023
Response from Front Office Manager on Dec 5, 2023
Dear Jasjeet,Thank you for taking the time to share your feedback regarding your recent stay at our hotel. I sincerely apologize for the inconveniences you experienced, and I appreciate your valuable input as it helps us identify areas for improvement.I am truly sorry to hear about the issues with the noisy radiators. Please be assured that we take maintenance concerns seriously, and I will address the heating system promptly to ensure a more comfortable stay for our guests in the future.Furthermore, I am extremely disappointed to learn about the interaction you had with our reception staff, particularly on Saturday morning. I would like to apologize for the frustration this caused to you. I will investigate this matter further and take appropriate action to prevent such incidents from occurring in the future. Regarding the luggage situation, we deeply regret the miscommunication and inconvenience you experienced. Our goal is to provide seamless service, and we clearly fell short during your visit. Your feedback is invaluable to us, and we want to assure you that we are taking immediate steps to address these issues. I appreciate your understanding and would welcome the opportunity to make it up to you on a future visit here at Four Points Edinburgh.If you have any further details or would like to discuss your experience in more detail, please feel free to contact me at any time.Once again, I sincerely apologize for any inconvenience caused and appreciate your patience and understanding.Warm regards,

10/10 Excellent

Joyce

Liked: Cleanliness, staff & service, property conditions & facilities
An. excellent stay. I will definitely return.
Stayed 2 nights in Nov 2023
Response from Reception team on Nov 30, 2023
Thank you so much for your kind words! We're thrilled to hear that you had an excellent stay and that you're planning to return. Our team is dedicated to providing exceptional experiences, and knowing that we've succeeded in making your stay memorable is truly rewarding. We look forward to welcoming you back and ensuring your next visit is just as enjoyable. If there's anything specific you'd like to share about your experience or if you have any preferences for your next stay, feel free to let us know. We appreciate your feedback and can't wait to have you with us again!

6/10 Okay

Dermot

Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
Staff were great breakfast was good but no labels on hot food containers so you have to open each one to know the contents.No plates for cold food when I got there and it hadn't been spotted by the staff. The room was said to be a 'city view' when it was actually a view of a small staff parking area. The bed was right up against the window with a 'board' covering half the window.
Stayed 1 night in Nov 2023
Response from Lewis on Nov 28, 2023
Thank you for taking the time to share your feedback. We’re glad to hear that you found our staff to be great and enjoyed the breakfast.We apologize for the inconvenience caused due to the lack of labels on the hot food containers and the absence of plates for cold food. We appreciate you bringing this to our attention and will ensure that these issues are addressed promptly.We also note your comments about the bed placement and the board covering the window. We are always looking for ways to improve our guest experience and your feedback is invaluable in this regard.Once again, thank you for your feedback.

8/10 Good

Stephen

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Couldn’t find fault
Stayed 2 nights in Nov 2023
Response from Reception team on Nov 30, 2023
Thank you so much for your kind words! We're thrilled to hear that you had an excellent stay and that you're planning to return. Our team is dedicated to providing exceptional experiences, and knowing that we've succeeded in making your stay memorable is truly rewarding. We look forward to welcoming you back and ensuring your next visit is just as enjoyable. If there's anything specific you'd like to share about your experience or if you have any preferences for your next stay, feel free to let us know. We appreciate your feedback and can't wait to have you with us again!

4/10 Poor

Robert

Business traveller
Liked: Cleanliness
Disliked: Staff & service
Check in quite unfriendly and unpersonal, heavy roadworks causing noise
Stayed 1 night in Nov 2023
Response from Janos on Nov 13, 2023
Dear Robert, Thank you for taking time to share your experience, and I am I'm sorry to hear about your unpleasant experience at the check-in and the inconvenience caused by heavy roadworks outside at work which takes place at the moment. I would like to apologize for the inconvenience you might had during the stay and If you would like to discuss this matter further please do not hesitate to contact me at any time. Kind regards,

8/10 Good

Felipe

Liked: Cleanliness
Disliked: Property conditions & facilities
Property advertises a gym, but is not in the premises.
Stayed 8 nights in Oct 2023
Response from Janos on Nov 13, 2023
Dear Felipe, Thank you for taking time to share your most recent experience with us. Unfortunately we do not have Gym on site yet, however we do offer a pass to entry for everyone for the Sheraton Grand Spa which can be requested at the reception. I would like to apologize if no member of staff mentioned to that to you. If there is anything I can help you with please contact me at any time. Warm regards,

2/10 Terrible

mike

Stayed 1 night in Nov 2023
Response from Front Office team on Jan 14, 2024
Dear Mike, Thank you for taking time to share your feedback with us. Kind regards,

6/10 Okay

david

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
The room was small, found it VERY difficult to get down one side of the bed, the thermostat for the heating was broken which meant the room got incredibly hot, with no option other than to open all the windows. At one point I was sleeping on the tiled bathroom floor to escape the heat!
Stayed 2 nights in Oct 2023
Response from Reception team on Nov 3, 2023
Dear Wotif, I'm sorry to hear about the challenges you faced during your stay. A small room and a broken thermostat can certainly make for an uncomfortable experience. Sleeping on the bathroom floor to escape the heat sounds quite unpleasant. Your feedback is important, as it highlights areas that the hotel needs to address to ensure a more comfortable and enjoyable stay for future guests. Thank you for sharing your experience.

10/10 Excellent

Ndingatiyi

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Oct 2023
Response from Reception team on Nov 3, 2023
Dear Ndingatiyi,Thank you for taking the time to share your experience. Your feedback is greatly appreciated, and it helps us in our continuous efforts to improve and provide the best service possible.

8/10 Good

Christiana, Peacehaven

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Oct 2023
Response from Reception team on Nov 3, 2023
Dear Christina, Thank you for taking the time to share your experience. Your feedback is greatly appreciated, and it helps us in our continuous efforts to improve and provide the best service possible.

2/10 Terrible

Rachel

Travelled with partner
Disliked: Staff & service, amenities
Despite having a reservation when we turned up at the hotel we were told the hotel was full and they booked us at a "comparable" hotel. That comparable hotel was about 4 miles outside central Edinburgh. The two people who came after us they managed to find rooms for as we waited in the lobby to be taxied to the "comparable" hotel. Frankly outrageous behavior and I would not trust them with reservations.
Stayed 1 night in Oct 2023
Response from Reception team on Oct 11, 2023
I sincerely apologize for the inconvenience you experienced during your recent stay. I understand your frustration and disappointment.I will personally investigate this matter and take steps to ensure that such situations do not recur in the future. We value your trust and hope to have the opportunity to make it right should you choose to stay with us again.Please feel free to contact me directly at us if you would like to discuss this matter further or if there's anything specific I can do to address your concerns.Thank you for bringing this to our attention, and I appreciate your feedback as it helps us improve our services.Sincerely,

6/10 Okay

Palvasha

Travelled with partner
Disliked: Staff & service
Booked city view room - on arrival given view of back of property. Went to reception before settling in and told no city view rooms available and to try the next day, told the same 2 more days in a row. Then told to take this up with Expedia so gave up asking. Clean room on arrival, tablet asking if you’d like daily room cleaning/ towels which we opted for. Room cleaned after the first night but then had to ask reception for clean towels 2 days in a row after getting back in the evenings. Then had to remind the front desk to clean the room each day on leaving. Loud noises of bins/ glass being emptied from back of property if window opened into the night. Some of the outside sound was from nearby roadworks but a lot was not. Rooms not properly sound proofed - door banging was heard constantly from early hours. Only real plus was that the hotel is located in Haymarket with car park and easy access to city centre and restaurants.
Stayed 7 nights in Sep 2023

8/10 Good

Margret

Travelled with group
Liked: Cleanliness
Great staff
Stayed 1 night in Oct 2023
Response from Reception team on Nov 3, 2023
Dear Margret,Thank you for taking the time to share your experience. Your feedback is greatly appreciated, and it helps us in our continuous efforts to improve and provide the best service possible.

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from Reception team on Nov 3, 2023
Dear Anonymous, Thank you for taking the time to share your experience. Your feedback is greatly appreciated, and it helps us in our continuous efforts to improve and provide the best service possible.

8/10 Good

Kerry

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Room nice, quiet location. Tub needs grab bars
Staff was friendly and helpful. The only down side on the room is that the show over the tub was difficult to get into because it was so high and there are no grab bars to steady yourself.
Stayed 3 nights in Sep 2023
Response from Reception team on Nov 3, 2023
Dear Kerry, It's wonderful to hear that the staff was friendly and helpful during your stay. Their positive attitude can truly enhance the overall experience. However, I understand that the difficulty in getting into the tub due to its height and the absence of grab bars was a drawback. Your feedback is valuable and can help the hotel improve the room's accessibility and safety for future guests. Thank you for sharing your observations.

4/10 Poor

Stacy

Business traveller
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities, room comfort
Stayed 1 night in Sep 2023
Response from Reception team on Nov 3, 2023
Thank you for taking the time to share your experience. Your feedback is greatly appreciated, and it helps us in our continuous efforts to improve and provide the best service possible.

10/10 Excellent

Kimia

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Sep 2023
Response from Reception team on Nov 5, 2023
Dear Kimia, Thank you for taking the time to provide your valuable feedback. Your input is greatly appreciated and helps us in our ongoing efforts to improve and provide the best possible service.Best regards,

6/10 Okay

DUSHYANT

Disliked: Cleanliness, staff & service, property conditions & facilities
Hotel service is mediocre. Housekeeping doesn’t do good job. They leave clean towels on dirty carpet. They don’t vacuum floor carpet. Staff is non English speaking and do not understand bases of cleanliness
Stayed 1 night in Sep 2023
Response from Reception team on Nov 3, 2023
Dear Dushyant, I'm sorry to hear that your experience at the hotel hasn't met your expectations. Cleanliness and effective communication are vital aspects of a satisfying stay, and it seems there have been some lapses in these areas. Your feedback is valuable, and it will be shared with the management to address these issues and improve the overall quality of service. Please don't hesitate to reach out if there are any specific concerns you'd like to discuss further. Your comfort and satisfaction are important to us.

6/10 Okay

Verified traveller

Liked: Cleanliness, staff & service
Disliked: Room comfort
Basic, expensive hotel
Small room-+no comfortable chair. Close to public transit. Expensive,but limited restaurant
Stayed 3 nights in Sep 2023
Response from Reception team on Nov 3, 2023
Dear Anonymus,Thank you for sharing your thoughts about your stay. It's great to hear that the hotel is conveniently located near public transit. However, I understand that the room size and the absence of a comfortable chair were not ideal. The limited dining options can also be a concern for some travellers. Your feedback is valuable and will be considered by the hotel management for potential improvements.

10/10 Excellent

Peter

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Quiet.. staff friendly and helpful.
Stayed 2 nights in Sep 2023
Response from Reception team on Nov 5, 2023
Dear Peter, Thank you for taking the time to provide your valuable feedback. Your input is greatly appreciated and helps us in our ongoing efforts to improve and provide the best possible service.Best regards,

10/10 Excellent

Jeff

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Staff was very helpful
Stayed 1 night in Sep 2023
Response from Reception team on Nov 3, 2023
Thank you for taking the time to share your experience. Your feedback is greatly appreciated, and it helps us in our continuous efforts to improve and provide the best service possible.

10/10 Excellent

Ankit

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great
V helpful staff, good location
Stayed 2 nights in Sep 2023
Response from Reception team on Nov 3, 2023
Dear Ankit, Thank you for taking the time to share your experience. Your feedback is greatly appreciated, and it helps us in our continuous efforts to improve and provide the best service possible.

8/10 Good

Roland

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Excellent stay
The breakfast and breakfast staff were awesome! The front desk staff was also excellent. The beds were too firm.
Stayed 3 nights in Aug 2023

2/10 Terrible

brent, cincinnati

Stayed 1 night in Aug 2023

8/10 Good

Dea, Pense

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Close to the train and bus stop, close to Tesco store for snacks and sandwichs etc
Stayed 2 nights in Aug 2023

8/10 Good

Charlotte

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Dec 2023
Response from Front Office Manager on Feb 25, 2024
Dear Charlotte,On behalf of the entire team at Four Points, I would like to express our sincere gratitude for choosing us as your accommodation during your stay.We appreciate the time you have taken to share your experience with us.If there is anything we can do to further enhance your experience or if you have any feedback to share, please do not hesitate to let us know. Safe travels, and we hope to welcome you back again in the futureBest regards,

10/10 Excellent

Christian

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Exceeded my expectations - happy by all means
Stayed 1 night in Nov 2023
Response from Lewis on Nov 27, 2023
Dear Christian,We’re thrilled to hear that we exceeded your expectations and that you were happy with your experience at our hotel. Your satisfaction is our top priority, and knowing that we were able to provide an enjoyable stay means a lot to us.We look forward to welcoming you back on your next visit.

8/10 Good

Alfonso

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Oct 2023
Response from Reception team on Nov 3, 2023
Thank you for taking the time to share your experience. Your feedback is greatly appreciated, and it helps us in our continuous efforts to improve and provide the best service possible.

10/10 Excellent

Lise

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Oct 2023
Response from Reception team on Nov 3, 2023
Dear Lise,Thank you for taking the time to share your experience. Your feedback is greatly appreciated, and it helps us in our continuous efforts to improve and provide the best service possible.

4/10 Poor

Daniel

Travelled with partner
Disliked: Staff & service, amenities, property conditions & facilities
Recetionist hardly looked up from Pc at arrival, and was uninterested. Paid extra for queen size bed and town view. Room was so tiny that it was almost impossible to move in the room. Only hangers on the wall for clothes, iron and board on the floor, no info about hotel, breakfast or area. Room was so close to lift that we couldn't get out when a man was waiting for it. No bathgel in shower, no extra toilettpaper. This was very bad value for money!
Stayed 2 nights in Oct 2023
Response from Janos on Oct 11, 2023
Dear Daniel,I'm truly sorry to hear about the disappointing experience you had during your recent stay at our hotel. Your feedback is invaluable to us, and I want to extend my sincerest apologies for the issues you encountered.It's clear that our receptionist's demeanour and the room you were assigned did not meet our usual standards, and for that, I apologize. We aim to provide a warm and welcoming atmosphere, and it's disappointing to hear that you did not feel valued.Your comments about the room size, lack of amenities, and room location are concerning, and I assure you that we take these matters seriously. I will ensure that your feedback is shared with our team to make the necessary improvements.Please note that this is not a typical representation of our hotel, and we genuinely appreciate your comments as they help us identify areas where we need to enhance our services.Once again, I apologize for the inconveniences you faced during your stay, and thank you for bringing this to our attention.Kind regards,

6/10 Okay

Ingrid Margrethe

Liked: Cleanliness, room comfort
Stayed 3 nights in Sep 2023
Response from Reception team on Nov 3, 2023
Thank you for taking the time to share your experience. Your feedback is greatly appreciated, and it helps us in our continuous efforts to improve and provide the best service possible.