We booked the flat during the festival and it was a nightmare. At 1.30am we returned to the flat, only to find - door DEADLOCKED! None of keys worked. We struggled with the lock and hammered on the door to no avail. Then we rang the emergency number printed on the door. No answer. We phoned again. We phoned 8 times. Still no reply. Cold wind, rain. No reply. An hour passed. We were tired, cold and miserable. Still no reply. We walked down the road to Fountain Court reception - it, too was locked, nobody there. At 2.30 we finally got an alternative phone number from the nearby Premier Inn, who have no connection to Fountain Court and were extremely concerned, having seen this situation a few times before. So at 3.30am, a grumpy doorman finally appeared and let us into the flat, with no explanation, let alone an apology. Furious, we went to bed.
At 8am, the cleaner woke us, banging & yelling 'WHEN YOU CHECKING OUT?'. Whimpering, exhausted and half-blind, we stumbled back to the main office in the next street. Just one woman was at the desk and she knew nothing. No manager was available, no apology offered. We started to get very angry. We demanded our money back. We started to shout. Only then did a manager appear. She didn't care. She was hostile, rude and patronising. We got angrier.We shouted louder. Another manager appeared. He didn't care either. After half an hour arguing and shouting in front of a growing queue of astonished customers, they begrudingly gave us our money back and told us never to come back! What were they thinking? Why on earth do they have a lock system that can go wrong so easily? Where were the nightstaff? Why did nobody care? I've worked in the service industries and I have never encountered such cold, money-grasping behaviour anywhere else. These people have hundreds of flats in Edinburgh - be warned!
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