Reviews of Bank St, Just off Royal Mile 200m from Castle

Service:

Friendly and helpful staff everything went smoothly

Product:

Only drawback was the amount of stairs to climb

Service:

Good service

Product:

Excellent location, apartment clean and spacious. 68 stairs, but good for exercise.

Service:

Very good

Product:

Brilliant apartment. Very clean and exceeded expectations!

Service:

Excellent service, met at the door with the keys, shown round, all good

Product:

Great location, spacious, everything you need

Lovely apartment, very clean and great location.

Service:

Except for small hickup at the arrival (I'd prefer contacting real person instead of voicemail) reservation, payment and all worked very easily.

Product:

Excellent location in the very center of the Old Town. Apartment was in good condition and there were enough stairs (three floors worth) to satisfy even hardcore gym nut. Bed was bit too hard for me, but others didn't have any complaints about those. Quiet enough (both neighbors and road noice) to allow sleeping until late morning.

Service:

Easy to use for bookings, very quick response and the extra email of what to do in Edinburgh what a great touch.

Product:

Bit of a hiccup getting access to the apartment that we ended up waiting for over an over to get in...but it was half eight on a Saturday morning so it was to be expected really.

Overall the apartment was perfect, couldn't be more central, very close to the castle the royal mile was literally on the doorstep. The flight of stairs in can be a bit of a trek but the apartment was perfec! Couldn't have asked for better.

Our response

I wanted to thank you for your feedback. I do apologise that you had trouble when trying to access the property, we do try and make check in as quick and easy for our guests as possible. I am glad to hear that the location was great for you, and we hope to welcome you back to Edinburgh in the future.

Service:

easy online booking & prompt confirmation

Product:

Clean spacious apartment, excellent central location; the windows are a bit draughty but heating works well. Can get a bit noisy outside in the evenings but did not prevent us from sleeping. Reasonably comfortable beds. Worth noting that there is an additional charge for late arrivals.

Service:

Fantastic choice of apartments, something to suit everyone and every budget. The staff are very friendly and helpful as well as efficient. I can, and indeed have, recommended Reserve Apartment's.

Product:

Two good sized be brooms with nice large beds. I was worried with its location it might be noisy but as there were the original shutters and heavy curtains this was not the case. Fantastic location, right in the centre of the action.

Service:

Everything went well the booking etc. Dave met us on time and showed us the apartment. We were very impressed with the service

Product:

The apartment was great. Location excellent.
There were 68 steps to the apartment . We had no problem with this, but it would be unsuitable for an elderly or handicapped person.
Overall we found the apartment very comfortable and spacious

Service:

So easy to book, confirmation was received straight away. All information received was easy to read and follow.

Product:

In a fab location, so comfortable and spacious. Yes, we could hear the road noise but the location far outweighed this negative - buy ear plugs if you're that sensitive...we were so tired from sightseeing all day that we didn't notice it! We were very sad to leave, we just adore Edinburgh's Old Town.

Service:

We were charged $91 pounds for a apartment that was given away to somebody else. I spoke with Dayna at Reserve Apartments regarding this issue and she stated that there was nothing she could do. The person I spoke with at Chamber of Commerce said that Reserve Apartments should give back my $91 pound deposit. Dayna managed to find us another apartment to rent but it was on the third floor.....I have Rheumatoid Arthritis and therefore I could not come and go as freely as I could have in the ground floor apartment I had put a $91 pound deposit on. This drastically changed my capability of mobility in Edinburgh. My husband and I also had to walk from the Waverley Train Station....up hill, hauling our luggage because the wait for a taxi was too long for the handy man that was waiting for us at the apartment....he couldn't bother to come and pick us up since it was dark, raining and we had no idea where we were supposed to be. He was in the store next door to the apartment entryway talking with the person working there when we finally got there.

Product:

I have Rheumatoid Arthritis and a few other chronic diseases. The apartment I put a $91 pound deposit on was a ground floor unit for these reasons. The apartment we ended up with was on the third floor. Many, many more steps than I can manage. I was not told the apartment was on the third floor. Many of my friends travel for business and pleasure.
I will not be referring any of my friends or Facebook friends to Reserve Apartments.

Our response

Service rating : Thank you for your feedback. I'm very sorry to hear of your disappointment in the service you received, and hope I can help to clarify what happened.

Upon booking, you paid a 25% deposit to secure your apartment, and arranged to make payment of the remaining balance directly to the owner. In the days approaching your arrival, the owner contacted us, concerned that they had not received payment from you. We tried to contact you as well, leaving messages and emails asking for contact within 24 hours, and as you did not respond, the owner cancelled your booking due to the breach in terms and conditions.

When you contacted us after arriving in Edinburgh, Dayna contacted the owner on your behalf, who then informed us that they had taken a last minute booking and couldn't reinstate your booking. Dayna then did everything in her power to find you alternative accommodation, and sent you several options, including full listings that clearly state the floor. After your approval, she managed to place you in an apartment, and at a heavily reduced rate. If she had known of your condition or requirements, I am positive that she would have taken these into consideration before suggesting properties.

Once again, I am sorry that your visit was disrupted. I'm sure you will agree that, as the agent, Reserve Apartments did everything we could to rectify problems with your booking, from trying to contact you when you did not pay your balance, to working extensively out-of-hours to re-accommodate you once you arrived in Edinburgh without making prior contact.

Kind Regards,
Reserve Apartments
Product : Thank you for your feedback. I'm very sorry to hear of your disappointment in the service you received, and hope I can help to clarify what happened.

Upon booking, you paid a 25% deposit to secure your apartment, and arranged to make payment of the remaining balance directly to the owner. In the days approaching your arrival, the owner contacted us, concerned that they had not received payment from you. We tried to contact you as well, leaving messages and emails asking for contact within 24 hours, and as you did not respond, the owner cancelled your booking due to the breach in terms and conditions.

When you contacted us after arriving in Edinburgh, Dayna contacted the owner on your behalf, who then informed us that they had taken a last minute booking and couldn't reinstate your booking. Dayna then did everything in her power to find you alternative accommodation, and sent you several options, including full listings that clearly state the floor. After your approval, she managed to place you in an apartment, and at a heavily reduced rate. If she had known of your condition or requirements, I am positive that she would have taken these into consideration before suggesting properties.

Once again, I am sorry that your visit was disrupted. I'm sure you will agree that, as the agent, Reserve Apartments did everything we could to rectify problems with your booking, from trying to contact you when you did not pay your balance, to working extensively out-of-hours to re-accommodate you once you arrived in Edinburgh without making prior contact.

Kind Regards,
Reserve Apartments