Lochend Serviced Apartments

We were given the wrong keys for our apartment resulting in us gaining entry to an already occupied apartment when they were asleep. Very embarrassing for us and frightening for the occupants. We then had to resolve the situation we found ourselves in of nowhere to sleep. Used the out of hours number only to be spoken to very rudely, and questioned about the keys. We gained access to the office where all keys for every apartment were kept,using the code given, had to find the correct keys ourselves and then our apartment. Terrible customer service. No apology was given until I’d made two phone calls and wrote a letter of complaint. After this experience I cannot recommend these apartments at all and shall not be returning.

We had booked 2 apartments and on arrival went to the reception area to pick up keys. We were suprised to see a pigeon on the reception desk being fed! Straight away the guy on reception said we had only booked one apartment which was a concern. He then found our booking and realised we had two apartments booked. He said the second apartment was not near the first one and was a 5 min walk away. We dumped all of our bags in the closest apartment as we were in a rush and planned to collect our bags and find the second apartment later. When we returned we pi ked up our bags and headed in the direction he pointed in following his instructions to the second apartment. Number 139 was nowhere in sight, apartments where in the teens, we googled 139 and found it was in the opposite direction. We walked around and then finally found block 139 and went up to flat 4 as is written on the key. In opening the door we saw people in the apartment! We closed the door in shock. A girl came to the door and said she lives in this apartment!!! We went to reception and called the out of hours phone number. The guy from reception earlier answered and was very rude down the phone telling us to shut up and let him speak and that we were wrong. Once he actually listened to us he gave us instructions to get I to the office to find the correct key as he had given us the wrong one. There was no apology at all. On our return we have enquired about a refund/partial refund which was completely declined as he has said we should have checked the apartment earlier on, which to be honest is not something we should have to do to ensure that we have the accomdation we paid for. Awful experience and awful for the family whose key we were given. It must have been terrifying for them! Would definitely not recommend to anyone.

Truly Great Value for money. The whole place was extremely clean and pleasant. Everything was there that we needed although I missed us not having a small bin in the bathrooms. The apartment we took was a two bedroom apartment for four people. It was a well equipped apartment with living room, two bedrooms and TV. There were wall mounted TV in the bedrooms also. staff very helpful. Will be back.

We have just returned from a three night stay at the edinburgh festival. The apatments were easy to find and on a major bus route into the city. Clean and tidy (although they are currently using the site as a relief collection point fot the Ukraine. The down side and the reason for the 3 star review . You can book parking at £10 a day, which we did. Unfortunatley this is not monitored or policedso when there is a football match (the Hibs ground is a few hundred yards away) you cannot park and as reception is not manned at the weekend you cannot get any help there. Nett result nip to supermarket and comeback to no parking available on site. When I mentioned this at checkout on the Monday I got a shrug of the shoulders and a blank look. So dont pay for the parking you do not get a reserved space or even a secure car park no offer of refund for the lsoyt days parking and a Its not our fault shrug when qustioned