Sheraton Grand Hotel & Spa - Edinburgh, United Kingdom 

I’ve got to say that I think the Sheraton is coming in for some unnecessary criticism here and is still a fine hotel. We stayed there for 3 days (17-20 July 2008) and couldn’t fault the attitude of the staff. They were courteous and went out of their way to help, nothing was too much trouble. Maybe the difference is I don’t expect grovelling servitude from hotel staff but merely professionals and in that regard they are excellent. Check-in was speedy but then there was no queue. This was my third stay and I have never been greeted by ‘surly females’. The receptionist was quick and efficient, her manner pleasant. The concierge escorted my mother to our room (she’s wheelchair bound) whilst I checked in. My luggage followed and my car was valet parked for me – no fuss. I don’t grudge the parking fee either which is extremely reasonable for the centre of Edinburgh and worth it for the peace of mind that my car is safe. The room was very spacious and on entering realised we’d been upgraded to a club room with a lovely view of Edinburgh Castle and Festival Square – something that my mother much appreciated as she is largely housebound and the view gave her something else to enjoy from the hotel. The beds were comfortable. The bathroom was ‘small’ yes, but it was big enough to do all one person at a time needs to! It was fine…though yes, the handle for flushing the toilet was coming away slightly and the sink a little marked, but it was spotlessly clean. The TV wasn’t plasma, but OK, that’s not such a problem for me, what was an issue was on our final night the sound kept inexplicably dipping and certain channels would frequently ‘scramble’ and jump around. That was annoying so maybe that set is in need of repair/replacement. If it had been that way from day 1 then I would've complained/requested a new set and I can see how that might've disappointed some people. Not being a great TV fan it wasn't so much of an issue for me but something (that if management were aware of, and they may well not have been) should be addressed. We ate in the Terrace Restaurant the first evening and I found the food good and the price for 3-course carvery reasonable. The service was adequate and we had no complaints. On the second evening evening we ate in the Exchange Bar and the waitress was very understanding of my mother’s health/eating requirements and phoned the chef to allow her to order from essentially the children’s menu (she couldn’t eat an ‘adults’ portion). The other staff were attentive and ensured my wine glass didn’t remain empty. On our final evening we ordered from the in room dining menu and our meal was promptly delivered. There was a slight mistake as the additional portion of chips I’d ordered wasn’t there but a call to room service soon corrected the error and the bowl of chips arrived with great apologies. Breakfast was a good buffet and never a problem getting seated. Staff were attentive but the only thing I don’t like is making my own toast! I kind of like that to appear from the kitchen! That’s just me though maybe. The price is steep but that goes with the territory. It’s around the same in all similarly rated hotels and I felt better value was gotten when ordering in room as you got more of everything. Sounds odd, you can take as much as you like from the buffet, but when in room you get more coffee, toasts, rolls etc than you can eat (or I can). So I’d go with in room breakfast but then you lose the pleasure of eating in the restaurant and seeing the hubbub etc. Check out was fine on the Sunday, there were 2 people in front of me but I have realistic expectations and didn’t mind waiting a couple of minutes to get attended to. Imagine that? A queue to check-out on a Sunday morning?! Damn the Sheraton! If I have to nit-pick though I’d list the following negatives. The first time I stayed there was in 1999. I recall that every time our car or taxi pulled up at the back entrance, someone was there to leap out and open a door or offer to park the vehicle. The next visit in 2006 and then 2008, this was not case and I felt they’ve lost a nice touch they don’t do anymore. Likewise I had to ask for a porter for help with my luggage when it was obvious I’d just arrived – the porter was extremely helpful, I can’t fault him in that regard – but I shouldn’t have had to ask for help I don’t feel. The hotel is billed as disabled friendly, and 99% of it is. There’s a ramp up to the front door on the Festival Square facing entrance but no automatic door or doorman to aid in holding the door open whilst struggling to get my mother (in a wheelchair) through the door. That is in stark contrast to the Balmoral and I think they should get something done there. Like I say, even an automatic door would’ve done the job. The room was not ‘tired’ as some have complained. It was ‘used’ but not ‘tired’ in my opinion. If the hotel were to keep everything in A1 condition it would never turn a profit and the small ‘damage’ that I could see to furniture was entirely due to past guests who obviously had no respect for tabletops or other furniture. The room was spotless and overall well maintained and presented. I’d certainly return again. For me it’s six and half a dozen with the Balmoral. Both have pluses and (small) minuses. It’s a matter of taste. The Sheraton is deserving of its 5-star rating in my opinion and I fail to see how anyone could be disappointed.

We arrived early on the day of check-in and the front desk staff was very helpful in providing one of our two rooms at that time. Our travel agent had led us to believe that we had booked castle view rooms, alas our view was of the office building next store. We don't know if that is the fault of the travel agent or the hotel. We ate lunch at the Terraces restaurant and found it to be extremely overpriced. Our daughter did appreciate the balloon animal one of the staff members made her. When we asked the concierge about tour buses, he was less than helpful - simply pointing toward the front of the hotel and saying to catch one on the street. We were looking for slightly more guidance as it was our first day in Edinburgh. After finding a tour bus, it turned out the concierge had provided inaccurate information. Upon returning the hotel in the afternoon, we again sought advice. When he realized we were going to stand in front of him until he was truly helpful, he did provide good advice. However, we have never had to force a concierge to be helpful before, especially at a five star hotel. The rooms were adequate and the beds were extremely comfortable. We were experiencing severe jet lag and ended up ordering room service two nights in a room. On the second night, we ordered fish and chips for our daughter (as we had the night before) and the peas that came with her meal were smashed beyond recognition and had coated her fish and her chips - not exactly appetizing. We mentioned it to someone at the front desk the next day, but other that agreeing it shouldn't have happened and saying it would be mentioned to the chef, nothing was done - disappointing, but that type of almost service seemed to be how things were done at this hotel. Our 6 year old really wanted to go swimming, but the hours children are allowed in the pool are basically designed to keep them out - the hours are in the middle of the day when, as toursists, visitors will be out exploring.