The hotel lashes out at a reviewer who said the stay was “terrible” and the staff “rude and uncooperative” — but who’s wrong?

A HOTEL manager hit out at a reviewer who described his experience as “terrible” and replied that he was an “unacceptable” customer.

Douglas Campbell, manager of the Bonham Hotel in Edinburgh, slammed the TripAdvisor reviewer who said they got into a “verbal confrontation” at the hotel.

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The reviewer, a woman named Anne, slammed a “rude and uncooperative” staff member and rated The Bonham on the website as “terrible”.

She said the incident prompted her to move her party to another hotel, which she “highly recommends”.

But Douglas had none of it, writing back that “insults and abuse” were “completely unacceptable.”

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

“I am glad that you have found alternative accommodation that better suits you for this trip and in the future.”

Anne also criticized the hotel for not keeping a record of her frequent previous visits to the hotel.

She wrote: “Terrible experience on arrival with a member of staff at the front entrance – no name – but not helpful or pleasant.

“We had an immediate complaint and he was rude and uncooperative, which led to a verbal confrontation.

“We have stayed at this hotel many times over the years and he had the audacity to say that there is no record of us ever staying at this hotel.

“We left immediately and drove straight to the CHEVAL, THE EDINBURGH GRAND on St. Andrews Square.

“Fabulous hotel where you are treated with respect and decency. Would highly recommend this hotel.”

This wasn’t the first time Douglas has decided to fire back at a poor review as his hotel was criticized for its location last month.

David from Durham wrote: “Long walk to town center and attractions… will probably have to catch a taxi…

“Be careful what you get charged on the tour bill when you go… I guess I probably won’t be back… which is a shame.”

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

“I’m sorry to see that the location no longer suits you, I see that you have stayed before and have rebooked for that stay, our location remains the same.

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

“I am sorry that our central location is no longer working for you and wish you a pleasant stay elsewhere in Edinburgh on your next visit.”

Despite giving The Bonham a “horrible” score in its most recent review, it boasts over 1,200 “excellent” marks on the reviews page.

The Edinburgh hotel even received an award on TripAdvisor last year – with a May Facebook post from the hotel stating, “We are delighted to announce that the Bonham has received a Tripadvisor 2022 Travellers’ Choice Award- winner is!”

In its most recent review, left by an American named Lisa, the hotel was praised as “beautiful.”

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

“Although in a quiet area, great restaurants and Edinburgh attractions were within walking distance. We would definitely stay here again!”

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