Review via Feefo.com
We unfortunately had a very disappointing experience using The Edinburgh Address. We have used other luxury self-catering providers in the UK and their service has been top-notch. The Edinburgh Address are selling themselves as provider of luxury accomodation, which we would dispute based on our experience staying at the so-called Burgh Loch 'Boutique'. We would not use The Edinburgh Address again and would not recommend them to anyone else.<br />
Burgh Loch certainly looks 'boutiquey' in the photos, but it is far from luxurious. The location is good, it's fairly quiet and is nicely decorated - but it is more style over substance I'm afraid. The advertising for this property states that guests will receive a 'Welcome Pack' and we should have checked what this meant before we arrived - apparently it means one pint of milk, a small packet of shortbread and three toilet rolls provided by the Property Manager after our arrival (and their quick dash to the local Sainsbury's; it would have been nice if they had arrived slightly before us to check everything was in order, rather than doing the shopping and moving furniture around after our arrival). The blurb for Burgh Loch also promises toiletries, this was possibly the aloe vera handwash from Sainsburys, but we couldn't find any evidence of any other toiletries provided. The kitchen supplies were poor - no washing up liquid provided and no bottle opener - really simple things that should be basic provisions for a company advertising itself as providing 'luxury' self-catering. We also found nail clippings on one bedroom carpet - they were not ours, which made us wonder just how much cleaning/checking of the apartment had been carried out before our arrival. Finally, don't expect to enjoy your experience of sitting in the communal garden, there is nowhere/nothing to sit on, we'd have been happy to sit on the grass, apart from the fact it hasn't been cut for about a year, great for the local wildlife, not great if you want to have a conversation with the people you are holidaying with whilst sitting in the garden. We won't be using The Edinburgh Address again and certainly wouldn't recommend anyone else does either! There are plenty of other self-catering companies out there who do understand the concept of 'luxury' and how to provide good customer service.
Dear Guest, thank you for taking the time to write this feedback. We are really disappointed in knowing you had a negative experience and this level of discontent is a shock to us. Although previous guests enjoyed their stay in this home, we are taking this feedback seriously and we are looking in to all your points. It is frustrating that we weren’t aware of your discontent during your stay, as we would have done our very best to help you. We would have sent the cleaners back, have someone to assist you and even tried to move you to another property. Unfortunately this doesn’t change that you won’t stay with us again and it is a huge disappointment for our team. Again, thank you for this valuable feedback and we will be in touch following us looking into your points raised. Kind Regards Guest Relations Team