The hotel responds to the reviewer who said the stay was ‘awful’ and the staff were ‘rude and uncooperative’ – but who’s wrong?

A hotel manager has hit back at a reviewer who called their experience ‘terrible’ – responding that they were an ‘unacceptable’ guest.

Douglas Campbell, manager of the Bonham Hotel in Edinburgh, slammed the TripAdvisor reviewer who said he had a ‘verbal confrontation’ at the hotel.


The scathing review was left on the Bonham Hotel in EdinburghCredit: Google Maps
The opinion


The “terrible” review was left by a dissatisfied customerCredit: TripAdvisor
But Douglas fired back, hitting the client


But Douglas fired back, hitting the ‘unacceptable’ customerCredit: TripAdvisor

Hitting a “rude and uncooperative” member of staff, the reviewer, a woman named Anne, called The Bonham “terrible” on the site.

She said the incident led her to move her party to another hotel, which they “highly recommend”.

But Douglas had none of that and replied that “verbal abuse and swearing” was “totally unacceptable”.

He added: “I’m afraid this means we were unable to accommodate you on this visit or any future visits.

“I’m glad you were able to find alternative accommodation that was more suitable for you for this trip and the future.”

Anne also criticized the hotel for having no record of her frequent past visits to the hotel.

She wrote: “Terrible experience on arrival with a member of staff at the main entrance – no name – but neither helpful nor pleasant.

“We had an immediate complaint and he was rude and uncooperative about it which resulted in a verbal confrontation.

“We have stayed at this hotel several times over the years and he had the audacity to say that they had no record of us having stayed at this hotel.

“We left straight away and went straight to CHEVAL, THE EDINBURGH GRAND in St. Andrews Square.

“Fabulous hotel where you will be treated with respect and decency. Highly recommend this hotel.”

It wasn’t the first time Douglas had decided to hit back at a bad review, as last month his hotel came under fire for its location.

David, from Durham, wrote: “Long walk to city center and attractions…will probably have to use a taxi…

“Look at what you’re charged on the tour bill when you leave…I feel like I probably won’t be going back…which is a shame.”

Douglas replied: “Thank you for your review following your recent stay.

“I am sorry to see that the location is no longer suitable for you, I see that you have stayed previously and have booked for this stay, our location remains the same.

“I can see that parking has been removed from your bill as a gesture as you are using a blue badge and have refused to pay the £4.35 discretionary service charge, which you are of course free to remove .

“I’m sorry our central location no longer works for you and wish you a pleasant stay elsewhere in Edinburgh on your next visit.”

Despite receiving a “terrible” rating in its latest review, The Bonham can boast over 1,200 “excellent” ratings on the review site.

The Edinburgh hotel even received an award on TripAdvisor last year – with a Facebook post from the hotel in May saying: ‘We are so delighted to announce that The Bonham is a TripAdvisor 2022 Travelers’ award winner. Choice Awards!”

Its most recent review, left by an American named Lisa, called the hotel “beautiful.”

“We loved the room, service and ambience of this place. It was quiet elegance at its finest!” she added.

“Even though it is in a quiet area, it was still within walking distance of great restaurants and Edinburgh sites. We would definitely stay here again!”

Another bad review saw a regular guest criticizing the hotel's location


Another bad review saw a regular guest criticizing the hotel’s locationCredit: TripAdvisor
The Bonham hotel manager hit back at the bad review again


The Bonham hotel manager hit back at the bad review againCredit: TripAdvisor
A separate review saw the hotel labeled as


A separate review saw the hotel described as “magnificent”Credit: TripAdvisor

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