24 Hour Reception 24 Hour Store Babysitting Bar Banks Breakfast Car Rental Check Out Time Church Times Customer Feedback Express Check-out Fire Alarm Housekeeping In Room Entertainment In Room Facilities Laundry Service Leisure Centre and Spa Medical Services Newspapers Post Restaurants Room Service Royal College of Surgeons Souvenirs 9 Security of Belongings Shoe Shine Telephone Toiletries Tourist Attractions Transport Internet Connections – Trouble Shooting 12 In Room Entertainment (User Guide) & 14 Smoking Policy – Ten Hill Place Hotel
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24 Hour Reception
Our Reception Desk is manned 24 hours. Should you require any assistance during your stay please do not hesitate to call a member of our team by dialling ‘0’. 24 Hour Store
There is a 24 hour store a few minutes walk from the hotel on Nicolson Street. Pleaseask Reception for directions. Babysitting
The hotel can arrange a babysitting service with prior notice. Super Mums Childcare Agency is fully licensed through the Care Commission of Scotland and is local to Edinburgh. Pleasecontact Reception for details. Bar
Our Bar offers a range of wines, spirits, soft drinks and Scotch Malts. There is a limited Cocktail selection available, should you have a request then our Bar team will do their very best to create it for you. A Snack Menu is offered in the Bar between 1200 and 1800, with dinner from 1800 – 2130. The bar is open daily from 11.00 am to midnight. After midnight only hotel residents can be served in a limited bar service, served by the Night Team until 03.00am. Banks
The hotel does not operate a Foreign Exchange Service. Below are details for the nearest banks. Pleaseask at Reception for directions.
The Royal Bank of Scotland Lloyds TSB Bank of Scotland Clydesdale Bank
30 Nicolson Street 9-11 Clerk Street 51 South Clerk Street 29-30 Nicolson Square
Breakfast is served in the Cafe Bar opposite the Reception desk. We offer an excellent selection of breakfast items from our Hot and Cold Buffet areas. Choose from a traditional Full Scottish Breakfast to our Vegetarian and Continental options. Also available is a Room Service Breakfast Tray, for which a delivery charge will be made. Simply fill out the Room Service Order Card and hang it on the outside of your bedroom door before 2.00 am. Breakfast is served; Monday to Friday Saturday and Sunday
0700 to 1000 0800 to 1100
The breakfast area can become very busy during the last hour of service. Our staff always do their very best to ensure guests are seated upon arrival, however, this cannot always happen. To avoid any delays we would ask that you come down to the breakfast room at an earlier time. Car Rental
Hertz is the preferred Car Rental Company. Ask Reception for details. Check Out Time
Check out time is; Monday â€“ Saturday Sunday
1100 1200 midday.
If you wish to store luggage at the hotel after check out time then please leave your bags with reception who will place your items in the luggage store. You can come back and collect these at any time. PageÂ 3
Should you require to extend your check out time then please contact reception to check availability and rates.
Pleasecontact Reception for local churches and service times Customer Feedback It is important to us that you have enjoyed your stay and that we have done everything we can to meet and exceed your expectations. To ensure this and to assist us with improving our service we encourage you to fill in our Guest Comment Card which can be collected from the boxes in Reception or the Cafe Bar. Pleasepost these into the box upon completion. Should you require any assistance during your stay pleasedo not hesitate to contact a member of our team who will do their best to help you.
There is an Express Checkout Service available to guests. Should you wish to use this service then please contact Reception who will be happy to arrange this for you. If you have any queries then please contact Reception who will be able to assist you.
Fire Alarm May we please ask that you read the fire evacuation instructions on the back of your door to familiarise yourself with the procedure should an emergency occur. At Ten Hill Place Hotel we carry out a mandatory weekly fire alarm test. This is scheduled to take place on;
Friday Mornings at 11.00 For the duration of the test, approximately 2 minutes, you are not required to take any action. Should the alarm sound for longer than 2 minutes please follow the fire evacuation instructions on the back of your door.
There is a daily housekeeping service from 0800 to 1630. If you do not wish your room to be serviced please place the ‘Do Not Disturb’ sign provided on the outside door handle. Towels are refreshed daily. If you wish to observe our environmental policy and save on towels we ask that you leave them on the towel rail. If you wish the towels to be refreshed then pleaseleave them in the bath tub. In addition to this, it is our policy not to replace toiletries in your room until they are almost finished. For more information pleasesee our Green Policy leaflet. Rubber bath mats are available on request. Fruit Tea and Hot Chocolate are available for your hospitality tray on request. Sparkling Water is available if you would prefer it to Still Water. Should you require any other housekeeping items such as additional towels, soap, pillows, etc, then pleasecontact reception who will be happy to assist you. In Room Entertainment Each of our guest rooms benefit from an Interactive Entertainment System. The features include internet access through the television and a high speed access cable, Sky television, radio channels and Movies and Music on Demand. The movies and music are updated on a regular basis and have both new blockbuster hits and older classics to choosefrom. TV Channel Listing 1. 2. 3. 4. 5.
BBC1 BBC2 STV Channel 4 Channel 5
6. 7. 8. 9. 10. 11. 12. 13. 14.
News Channel ITV 2 E4 Sky Channels Dave Radio 2 Radio Scotland Classic Forth FM
Tips on how to navigate the Interactive Entertainment System can be found at the end of the Guest Information Folder. To avail yourself of this service you would require a credit to be applied to your account. This can be done through Reception. In Room Facilities • • • • • • • •
Iron and Ironing Board In-Room Safe (Instructions for use on page 9) LuggageRack Hairdryer Hospitality Tray Direct Dial Telephone Widescreen Television Air Conditioning - operated using the control panel in each room.
Please note that the unit takes about 20 minutes to get to the desired temperature. If after 30 minutes the air-conditioning unit is still not up to temperature then pleasecontact reception on ‘0’ who will send a team member to assist you. Internet You will find a free wi-fi service in the cafe bar opposite Reception, our team will be happy to provide you with the code. A wired internet connection is provided in your room which is free provided you have your own laptop. Otherwise you can use the interactive keyboard provided with the Quadriga Television system which provides limited web browsing. A fee will apply for this. Internet instructions can be found on page 12.
If you wish to send items out for dry cleaning then please fill out the laundry request card, place garments in the bag provided and contact reception for collection.
Items to be sent out must reach reception by 0830. They are returned to your room between 1800-1900 the same evening.
Leisure Centre and Spa As we do not have a Leisure Centre or Spa on site we have set an arrangement with the Holyrood Hotel on Holyrood Road, just a short walk from the hotel. A pass for their health club will cost £5.00. If you wish to use the club or spa then please contact reception who will assist with the booking or call ahead to announce your arrival. Medical Services Doctor :
If you require the services of a Doctor pleasecontact NHS24 who will direct you to the nearest medical centre; McKenzie Medical Centre St Leonard’s Medical Centre Dependant on the policy of each individual surgery a charge may be applicable. NHS 24 – 0845 4242424 For medical assistance Out of Hours pleasecontact NHS24. They will give you medical advice over the phone or direct you to the nearest Out of Hours Medical Centre. In some casesthey may ask a Doctor to call to the hotel. Chargeswill be made for Out of Hours assistance.
There is an emergency Dental Surgery open 0900-1600 Monday to Friday Chalmers Walk in Dental Centre
Pharmacy : The Southside Pharmacy Optician:
0131 536 4800 0131 667 4032 0131 667 3563
National and Foreign Newspapers can be ordered by request at Reception the day before. Pleasenote that Foreign Newspapers can be a day or two behind time. Newspapers are delivered to your room by 0700.
Post If you have any items you wish to mail which are already stamped please leave this with Reception who will be happy to send it for you. If you require postage stamps then you can leave the item with Reception along with the payment. To purchase postage for a package pleasecontact Reception who will be able to direct you to the nearest Post Office which is only a few minutes walk from the Hotel.
There are many restaurants in and around Edinburgh to try. Our Reception team have a selection of menus that you are welcome to look through at your convenience. Below are a few restaurants all within a short walking distance from the hotel; Tower Restaurant
3003 International/Scottish Ciao Roma Italian
64 South Bridge
David Bann’s Vegetarian
56-58 St. Mary’s Street
Petit Paris French
267 Canongate, Royal Mile
Mother India Indian Cafe
3-5 Infirmary Street
Cafe Lucia Italian Cafe
Please do not hesitate to contact reception should you wish to see a menu or would like to make a reservation. Room Service 8012
There is a Room Service Menu provided in your room. Menus vary depending on the time of day.
The Royal College of Surgeons Souvenirs In our Reception area we have a range of interesting and unique collectables from the Royal College of Surgeons of Edinburgh which are individually priced. All proceeds are donated to the College charity.
Security of Belongings For your convenience a safe is provided in each of our guest bedrooms. The safe is located in the wardrobe and will be found open when you first enter the room. To use the safe pleasefollow these instructions; • • • •
Hold the door closed Press‘R’ Enter a 4 digit code Re-enter the same 4 digit code
The door will now lock in place, keep it closed as the lock moves across. To open and close the safe during your stay simply enter the same 4 digit code you chose. Upon departure pleaseleave the safe door unlocked and open.
We are pleased to provide a shoe shine service although a shoe shine wipe is supplied in your room free of charge. Pleasecontact reception by dialling 0 for a list of rates.
Telephone To call room to room pleasedial ‘8’ followed by the desired room number. For an outside line pleasedial ‘9’ followed by the desired telephone number. Below is a table stating the price per minute for calls made from the bedroom telephone. They are stated ‘per minute’ unless noted as a fixed charge.
Freephone Local Local Rate National Mobile Other Europe Far East & Australia Middle East & Africa North America & Caribbean South America Eastern Europe
Price per Minute £1.50 (fixed charge) £0.20 £0.20 £0.30 £0.80 £1.00 £2.00 £3.00 £3.75 £2.00 £4.00 £2.50
£1.50 (fixed charge)
Should you have forgotten any essential items we have a small range of toiletries available to purchase from reception; Toothbrush and Toothpaste Shaving Kit Deodorant Tights Sewing Kit
£1.00 £1.50 £1.50 £2.00 Complimentary
Edinburgh is steeped in history and the hotel is conveniently located to some of the main attractions. Edinburgh Castle is only a ten minute walk from the hotel. The Scottish Parliament and The Palace of Holyrood House are at the end of The Royal Mile. For leaflets and information on the many attractions and tours in and around Edinburgh pleasecontact Reception who will be happy to assist you.
A taxi can be booked by contacting reception.
The main bus station is located on St. Andrews Square, just beyond Princes Street.
Edinburgh Airport is only a 35-45 minute bus/taxi ride from the Hotel. If you are leaving at peak times pleaseallow 1 hour travelling time. A bus leaves Waverly Bridge approximately every 15 minutes and is £5.00 for an open return. A taxi to the Airport will cost approximately £20.00.
Waverley Train Station is only a ten minute walk from the hotel.
Internet Connections – Trouble shooting Internet connection is provided free of charge when using your own laptop, this is provided by Quadriga Business Services Ltd. We regret that the hotel cannot accept responsibility for connectivity or technical issues which may affect you , as many laptops have firewalls and international settings that vary vastly between regions. However, if you are unable to connect to the internet the following instructions may help: For Windows XP, Vista and Windows 7: • • • • • • • •
Go to Start Menu Settings Control Panel Network then Internet Connections Network Connections Right click on the LAN Network folder ChooseProperties and click Configurations This will bring up a few menus and you want to go into the Advanced menu and choose Speed and Duplex. This will give you the option of internet accessspeed and set it to Auto
Internet speed set on some laptops is 100MB and the dial up system runs at 10MB so it does not acknowledge the dial up connections.
Quadriga Business Services also operate a free guest helpine – 24 hours – to assist you with connections. Pleasedial (9) if calling from a hotel telephone and then dial 008008624 8624.
Entertainment Centre The Interactive Entertainment System used within the hotel is the Quadriga system. We have noted a few helpful instructions below to guide you through the system. When you enter the room the Television will be active and have a welcome message with your name and a selection of languages. The first thing you must do is select a language to bring you to the main menu. The main menu can be accessed at any time by pressing the blue ‘Q’ button on your remote. Parental Control This option allows the user to set up a pin number to avoid ordering a movie in error and to restrict the movie choices. • • • • •
Confirm your room number. You have the option to remove all the adult content from your TV. A PIN may be set if the user wishes. (If you select no you return to the main screen). Enter a PIN into the first box and confirm with the same PIN in the second box. You will be taken back to the main screen and the PIN has been set
Languages This menu allows the user to change the language at any time. TV and Movies When you select the ‘TV Channels’ option you will be shown the list of channels available, select the one you want to watch. When watching the regular channels you will be able to use the remote as you would with a standard television. The movies are broken down into different groups and vary in price. Prices are shown on the movie select screen prior to purchase. Select the movie you would like to watch. A brief description of the movie will be shown along with the price and a choice of languages (where available). To select and charge this movie to your room select the language you wish to play it in. Music The Music album menu is much the same as the movie menu. Instead of a description there is an option to view the tracks that are on the album before playing it. Once play is selected the charge is added to the room bill.
Special Offer A special package is available for purchase through the Interactive TV which offers unlimited access to movies, music and internet on TV for one fixed price. The price is shown on the screen prior to purchase. Internet There are two methods to connect to the internet. Laptop:
Guests with their own laptop can connect using the high speed accesscable located on the desk. Follow the on screen instructions to connect. If there are any problems with the connection then pleasecall the number below. Laptop Connectivity Helpline – 008008624 8624 There is no charge to connect with your own laptop.
The television can provide internet accessalso. It cannot open attached files or documents that you have been sent by email but it does allow you to view your email account and all web pages. The charge to accessthe internet via the television is £1.99 per hour.
Guest Services There are 3 options available to guests: Messages:
Guests can view any messagesleft for them through the television by entering their room number/PIN
Guests can set their own wake up call through the television.
Each individual room bill can be view also. You will be prompted to enter your room number/PIN and after a few seconds your current bill will appear on the screen.
Paused Content Any movies or music that has been purchased can be paused at any time and viewed/listened to later on. To pause the content use the remote control to select the pause option. When you wish to recommence the movie/album select the ‘Paused Content’ option and then the item you wish to continue using. There is no limit to the amount of paused content you can have.
Dear Guest, In line with current legislation, all the bedrooms and public spaces in Ten Hill Place Hotel are nonsmoking areas. We are bound by law to enforce this, and as such I must request that you refrain from smoking in any area of the hotel. A fee of £50.00 will be applied to your guest account if you are found to be smoking in the hotel. This will allow us to have the room professionally cleaned for the next guest. Should you have any queries please contact the reception team directly who will be happy to assist. Warmest regards Chris Gibson Front of House Manager