The Glasshouse, Autograph Collection

This is our fifth or sixth time at The Glasshouse, and it is consistently a wonderful spot where we have felt catered to, and our patronage feels appreciated and acknowledged. Its location is ideal for exploring the whole of the city by foot, with an abundance of phenomenal dining at your fingertips. The concierge Jonathan however, is quite simply the very best concierge of any hotel we’ve ever stayed at and I admit we’ve been privileged to stay at some exceptional places. All of the staff is welcoming and knowledgeable, but Jonathan is unique in his authenticity, his warmth, his remembrance of our likes and wants from times past, and his enthusiasm for his adopted city.

I am writing to express my profound disappointment and anger regarding the appalling service I encountered during my recent check-in at The Glasshouse, Autograph Collection, in Edinburgh. As a Marriott Gold Elite member, I have consistently chosen your properties for the high standard of service, but this experience was not only unsatisfactory, it was deeply insulting. The specific issues I encountered during check-in are unacceptable: 1. **Unprofessional Conduct**: A staff member named Neil behaved in an extremely unprofessional and disrespectful manner. His rudeness and lack of clarity were shocking and completely out of line with what I expect from Marriott. 2. **Threats and Intimidation**: Neil went so far as to threaten us by implying that we might not be allowed to check in. This is an outrageous and unacceptable way to treat any guest, let alone a loyal Gold Elite member. 3. **Lack of Assistance**: We were forced to drag our luggage from the main road where our car was parked without any offer of assistance from your team. 4. **Refusal to Connect with Management**: When we requested to speak with senior management, Neil claimed to be the manager on duty and refused to share his name or escalate our concerns, further escalating the situation. This treatment is not only deeply disrespectful but also indicative of a severe lapse in the standards that Marriott is known for. I have made a significant commitment to your brand, and this experience has severely damaged my trust in Marriott’s ability to value and respect its loyal members. I demand a thorough investigation into this matter and a detailed explanation of the actions that will be taken to rectify these issues. I also expect a prompt response outlining how you will ensure such behavior is never repeated. I trust that you will handle this situation with the seriousness it deserves and look forward to your immediate response. The very fact that I am forced to write this mail at this hour after such a late check in would be enough to show and express my level of frustration I have experienced today due to your persons misbehaviours . Neil shouldn’t be given the opportunity to handle such an important portfolio to handle your customers else believe me Marriotts name is going for a toss and you would loose loyal customers like us ,, Sincerely, Sumit Kapoor Marriott Bonvoy Gold Member 467680072 +919810092222

Wonderful hotel with an exemplary staff. We loved the ups and downs....but if stairs aren't your thing, request a room on a level easy to access. The gardens are beautiful with amazing views and the Snug scotch/cigar bar is charming. In location is top notch, walking distance to everywhere.