Great location, great facilities, beautiful views

I left a really expensive item in the room when I left and tried to contact the hotel 18 times during the week and no one picked up. I had to keep calling until someone picked up then to be told my item wasn’t there, I then explained it was an expensive item and then out of the blue the item was found. As you can appreciate it doesn’t sound like someone is trustworthy.

Breakfast fine once we found which floor it was on

An awful lot of money has been spent on this hotel including the rooms. The design of the room was not great. The opaque glass on the shower and toilet is no good , it does not feel private. The door of the toilet opens into the room and more than a silhouette can be seen through the doors. The shower door hinges out spreading water as is does and you cannot put a bathroom mat there because of the arch of the door opening. Why in what was a beautiful room put a worn style carpet down the look of which will soon look dated and more worn. All the staff extremely helpful and polite

Staff were amazing from check in to check out. Got checked in 4 hours earlier than expected which was great. Concierge were exceptionally helpful and wow what a beautiful hotel. Location is unbelieveble and definetely the best place to stay if you like shopping. Even the room service staff were incredibly kind. Felt so welcomed and treated like royalty.

Top class hotel, modern and comfortable with friendly, helpful staff. Take the time to go to the 11th floor with views of the whole city.

The gym facilities should be provided as part of the hotel’s facilities and not as an additional charge.

The staff were excellent, all the staff were extremely helpful, welcoming and friendly. The hotel is modern and the rooms are comfortable, the beds huge are very comfy. The views are very good from the upper floors.

The hotel has very well designed bars and restaurants on the upper floors with great views of Edinburgh. Unfortunately they are pumped full of the same old bar music with a constant background beat that you find in pretty much every hotel bar in the world. When we asked for some real music we were told it was not possible as it was controlled by some system that could not be accessed by staff. Which is bonkers. Such a shame, if whoever controls the music gave some autonomy to the staff, it could be a great unique and adaptable atmosphere rather the very standard slightly too loud not very good bar background noise.

Central location near train station and many galleries, museums etc. Location of restaurant/breakfast on the 10th floor was excellent, great views. Staff very friendly and helpful. Clean comfortable room, excellent comfy beds, excellent shower, quiet. Interesting, tasty 'Tasting Menu' in Sushisamba.

Breakfast food was generally good, but, having assumed there would be a superb breakfast buffet (at least for the non-cooked options) was disappointed that this was not the case, i.e. breakfast was entirely table service. Menu in W Lounge a bit limited; no bread served with soup; dry burger. Really enjoyed 'Tasting Menu' (for two people) in Sushisamba, but puzzled/disappointed that there was only one desert between two.

It was an interesting experience in an unusual building.I would have liked to have been higher as the view from our room was a wee bit restricted but we had a view of the castle.I did not like the room as it was not as big s i would have liked.The doors for the shower and toilet looked like they were designed for a morgue.The shower one did not close properly and leaked water.The toilet and shower doors were semi see through which i found a bit alarmingThe wash hand basin was open plan ,which we did not like.It is a spectacular building with great views and staff.

The dinner we had where the soup was lukewarm. Service very slow and steak with a burnt kind of look and quite tough.For the money i would have thought the steak would at least be tender.Chips were extra and a bit on the dry side.The breakfast was not to my satisfaction.I ordered the full Scottish breakfast but it was a bit small.The sausage and there was only one was a bit on the tasteless side.The bacon was streaky ,which i do not like and have never had served to me in fifty years of staying in hotels.The poached egg was very nice but two would have been nice.It just did not feel like a full Scottish breakfast

This hotel was in a perfect location close to everything. The room was absolutely amazing, probably the nicest room I’ve ever stayed in!! The staff were incredibly welcoming also and the facilities and amenities were great. Joao’s bar was a lovely little chill bar for a drink at night with incredible views of Edinburgh, would definitely recommend this for a little night cap.

The only thing I didn’t like was that there was a £100 deposit required which we were unaware of and it was sprung on us at checkout which made us short for cash on the holiday. £100 is a bit steep, maybe consider £50 like most properties

When we arrived Ben at the front door was extremely friendly and very helpful. Checked in at reception and got a room upgrade with views of the Castle which was a lovely surprise. Room was really nice, comfortable bed, great shower . Had booked a table for drinks at the rooftop which has stunning views. Service was good. Table service for breakfast was a nice touch rather than a buffet.

Lack of information at check in. So happy with our upgrade it wasn’t until we got to our room we realised we hadn’t been told the usual stuff eg where breakfast was held, WiFi password if required, how to get to the rooftop bar , do we require local directions/map. We asked Ben who delivered our cases to our room . Although great to have table service at breakfast I had to ask 3 times for my croissant which came cold with no butter or jam.

The location was great, really central to everything! The room was beautiful and very comfortable. The staff were very kind and attentive. Also loved having Sushi Samba and the W Lounge in the building. The Away Spa was also great, I had the Detox Facial and it was the best treatment i've ever had!

I think the mini bar could have been stocked with drinks and snacks other than water. We would've been happy to pay for any extras from the mini bar if there were more options. The cleaning service could be better, the room had been cleaned but not tidied. The room service menu was quite limited and didn't have a lot of choice.