Hotel Indigo Edinburgh - Princes Street by IHG

To Whom It May Concern, I am writing to formally lodge a serious complaint regarding the unacceptable experience my 12-year-old son and I encountered at your hotel on the night of The 26 may 2026 We arrived at the hotel around 1:00 AM. Upon ringing the bell, the receptionist informed us that we could not stay at the hotel and that we were being transferred to another hotel via taxi for the night. The excuse provided was that "the hotel was flooded." However, we were only transferred for a single night, which clearly indicates that this was a classic case of overbooking and our room had been sold to someone else. When I asked why we were not notified in advance, the staff gave a completely unprofessional excuse, claiming they did not have my contact number. This is entirely unacceptable. My booking was made through Hotels.com, meaning both the platform and the hotel had direct access to my email address and booking details to contact me or the agency. No email was sent, and no attempt was made to reach out. Forcing a parent and a 12-year-old child out onto the streets with all their luggage at 1:00 AM in a foreign country is a severe breach of hospitality duty and consumer rights. It was a deeply distressing, exhausting, and unsafe experience for my son and me. I demand a full explanation from the hotel management regarding this incident, as well as a significant compensation/refund through Hotels.com for the extreme inconvenience and dist