Service, noticed.

This is a tale of two halves. My partner and I spent two nights at the hotel, having never stayed at a Virgin hotel or in Edinburgh. On arrival and throughout our stay, the staff were friendly, particularly the reception and bar. The room was interesting — very unusual, with separate shower and toilet rooms and a sink in the first area you walk in. It had a large bed and a balcony, a table with bottles of whiskey and gin, a kettle, a coffee machine, and a fridge stacked with soft drinks. Everything was chargeable except the coffee. The shine of the hotel soon wore off as aesthetics overtook practicality. The pillows were so soft they were almost useless, and our room had the Virgin neon sign positioned at eye level, which created difficulties when trying to sleep. The room sits just above a street lined with pubs — we endured noise, music and shouting until 4am on both nights. The table with the kettle was so cluttered with chargeable snacks that we had to put most of it on the floor to make coffee. The lighting is controlled by touchscreen plates that are impossible to use at night, and the sink only ran tepid water. Money and effort were spent on this hotel, and the staff were great, but the essentials of a good hotel were lacking: hot water, a place to make coffee, a quiet room, lighting you can actually adjust.

We stay at Hilton hotels frequently and this has to be one of the worst. The elevators are the biggest issue: there is normally one not working, or locked off by housekeeping. We, like many guests, waited up to 20 minutes to get a lift to the ground floor — no joke from the 33rd floor. On one checkout morning, housekeeping locked off a lift just to deliver towels. Some of the staff are friendly, whilst others are blunt to the point of rudeness. As for breakfast: take a swerve. There are great delis within 100 metres serving better food, with better service, at half the price. The rooms are OK, but then the cracks appear — the coffee machine that spits steam at you, the light sensor that turns the lights on in the middle of the night (or the bathroom light off while you're showering), and beds that aren't changed even when the room is cleaned. Having the name Hilton above the door should mean quality and service. Not here.

A tale of two halves. We stayed for 10 nights over the holidays. The downsides are the staff and the housekeeping. Staff were rude and uninterested, talking to themselves rather than guests — when we were checking out, having just paid $1,700, the staff member was too busy chatting to his colleague. You almost had to beg for new towels, and when the room was cleaned, it was anything but clean. The room was tiny but we managed; the bathroom was a good size and the shower hot and powerful. The location is ideal, but the hotel has no real facilities — no food, and a bar that shuts whenever staff feel like it. If the staff showed some interest and housekeeping made a proper effort, this could be a good hotel. It was as if guests were an inconvenience.

I am able to share a positive review for a change. The hotel is modern and the staff were extremely welcoming at reception. The room was modern with great in-room tea and coffee facilities, a fridge, large wardrobe and safe — and every power socket had a USB port. The bathroom was large and immaculate. While the pillows were a bit too soft for my liking (often the case at Hilton hotels), the staff were more than happy to bring firmer ones on request. Breakfast offered a really nice variety and everything tasted fresh. Plenty of parking, though it costs £17 a night. I'd happily recommend it: just off the motorway, very close to the city centre, and obviously ideal for the airport.

I tried the virtual check-in via the app and it worked seamlessly — right up until I got to the room, where the power required a physical card in a wall slot. With a virtual check-in, I didn't have one, so I ended up rummaging for a credit card as a substitute. Not ideal. The room was freezing on arrival because the windows had been left open (and oddly, every cabinet and drawer was open too), but it warmed up quickly and was spacious with a nice large bathroom. The hotel itself was very clean and the reception staff really friendly. The downside was the restaurant. The lighting was stark and dated, the staff perfunctory rather than friendly, and they kept asking for my room number — at dinner, then again at breakfast. Overall: a clean and friendly hotel outside the restaurant experience. I'd stay again; I'd avoid the restaurant.

I really wanted to rate Nora Thai higher. The staff were friendly and we initially received prompt attention. I explained to our server that I don't like heat or spice and asked her to flag any spicy dishes; she assured me my choices were very mild. The starter was very enjoyable. My main, however, had so much heat I couldn't manage more than a couple of mouthfuls. The bigger issue: we couldn't get the server's attention, so I ate the rice while my partner continued his meal. When she eventually returned and noticed my full plate, she did offer to replace it — but my partner had already finished. I do wish restaurants would check in shortly after food is served. Asking near the end makes it awkward; nobody orders a full replacement dish while their partner sits waiting. Some staff retraining and attentive table checks would make a big difference.

A mixed experience. Entry runs from around $39 to $89 depending on the time of day. There's a good selection of pools at varying temperatures, steam rooms and saunas — and the main attraction, a rooftop pool with stunning views of the New York skyline. We visited at sunset and the city looked phenomenal. This could have been a very special experience, but two things let it down. Several large groups were drinking and very loud, and staff did nothing to limit it or ask them to keep it down — which detracted from what should be a relaxing environment. And no robes were provided: getting out of a hot pool into cold wind without one was highly unpleasant. Fix those two things and this is an easy recommendation, particularly for the facilities and the incredible views.

I really do not know what is going on with this Starbucks. It could be a great place to meet or work, but it looks like it has been left in the early 00s. The décor and furniture are tired, there is zero atmosphere, the cakes are few but expensive, and the service swings from friendly to couldn't-care-less. Update: I can't understand why they even bother to open. The carpet is threadbare and filthy, half the lights are not working, and part of the window is boarded up. Update: the site has now been completely refurbished. However, it is now stark and cold. The carpets have gone, most of the comfortable seating has gone, and a cake and a small hot chocolate now costs £7.50. I give up with this chain — no wonder they are closing branches.