Contents Page

No.

24 Hour Reception 2
24 Hour Store 2
Babysitting 2
Bar 2
Banks 2
Breakfast 3
Car Rental 3
Check Out Time 3
Church Times 4
Customer Feedback 4
Express Check-out 4
Fire Alarm 4
Housekeeping 5
In Room Entertainment 5
In Room Facilities 6
Laundry Service 6
Leisure Centre and Spa 7
Medical Services 7
Newspapers 7
Post 8
Restaurants 8
Room Service 8
Royal College of Surgeons Souvenirs
9
Security of Belongings 9
Shoe Shine
9
Telephone 10
Toiletries 10
Tourist Attractions 11
Transport 11
Internet Connections – Trouble Shooting
12
In Room Entertainment (User Guide) 13
& 14
Smoking Policy – Ten Hill Place Hotel 15

Page 1
24 Hour Reception Dial 0

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 Dial 0

There is a 24 hour store a few minutes walk from the hotel on

Nicolson Street. Please ask Reception for directions.

Babysitting Dial 0

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. Please contact
Reception for details.

Bar Dial 8012

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 Dial 0

The hotel does not operate a Foreign Exchange Service. Below are
details for the nearest banks. Please ask at Reception for directions.

Bank Location

The Royal Bank of Scotland 30 Nicolson Street

Lloyds TSB 9-11 Clerk Street
Bank of Scotland 51 South Clerk Street
Clydesdale Bank 29-30 Nicolson Square

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Breakfast Dial 8012

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 0700 to 1000

Saturday and Sunday 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 Dial 0

Hertz is the preferred Car Rental Company. Ask Reception for

details.

Check Out Time Dial 0

Check out time is;

Monday – Saturday 1100

Sunday 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.

Should you require to extend your check out time then please
contact reception to check availability and rates.

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Church Times Dial 0

Please contact 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. Please post
these into the box upon completion.

Should you require any assistance during your stay please do not
hesitate to contact a member of our team who will do their best to
help you.

Express Check-Out Dial 0

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;

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 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.

Housekeeping Dial 0

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
please leave 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 please see
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 please contact 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 choose from.
TV Channel Listing

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 1. BBC 1
2. BBC 2
3. STV
4. Channel 4
5. Channel 5
6. News Channel
7. ITV 2
8. E4
9. Sky Channels
10. Dave
11. Radio 2
12. Radio Scotland
13. Classic
14. 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)
• Luggage Rack
• 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 please contact 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.

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Laundry Service Dial 0

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 please contact

NHS 24 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 please contact

NHS 24. They will give you medical advice over the
phone or direct you to the nearest Out of Hours
Medical Centre. In some cases they may ask a
Doctor to call to the hotel. Charges will be made for
Out of Hours assistance.

Dentist: There is an emergency Dental Surgery open

0900-1600 Monday to Friday

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 Chalmers Walk in Dental Centre 0131 536
4800

Pharmacy:The Southside Pharmacy 0131 667

4032

Optician: Browns 0131 667 3563

Newspapers Dial 0

National and Foreign Newspapers can be ordered by request at

Reception the day before. Please note 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 please contact Reception who will be able to direct you to
the nearest Post Office which is only a few minutes walk from the
Hotel.

Restaurants Dial 0

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 Chambers Street £££

225 3003
International/Scottish

Ciao Roma 64 South Bridge ££ 557

3777
Italian

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 David Bann’s 56-58 St. Mary’s Street ££
556 5888 Vegetarian

Petit Paris 38-40 Grassmarket ££ 226 2442

French

Wedgewood 267 Canongate, Royal Mile £££ 558

8737
Scottish

Mother India 3-5 Infirmary Street £

524 9801
Indian Cafe

Cafe Lucia Festival Theatre £ 527

1112
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 Dial

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 please follow
these instructions;

• Hold the door closed

• Press ‘R’
• Enter a 4 digit code
• Re-enter the same 4 digit code

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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 please leave the safe door unlocked and open.

Shoe Shine

We are pleased to provide a shoe shine service although a shoe

shine wipe is supplied in your room free of charge. Please contact
reception by dialling 0 for a list of rates.

Telephone

To call room to room please dial ‘8’ followed by the desired room
number.

For an outside line please dial ‘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.

Price per Minute

£1.50 (fixed
Freephone
charge)
Local £0.20
Local Rate £0.20
National £0.30
Mobile £0.80
Other £1.00
Europe £2.00

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 Far East &
£3.00
Australia
Middle East &
£3.75
Africa
North America &
£2.00
Caribbean
South America £4.00
Eastern Europe £2.50
International £1.50 (fixed
Freephone charge)
Satellite Services £5.00

Toiletries Dial 0

Should you have forgotten any essential items we have a small

range of toiletries available to purchase from reception;

Toothbrush and Toothpaste £1.00

Shaving Kit £1.50
Deodorant £1.50
Tights £2.00
Sewing Kit Complimentary

Tourist Attractions Dial 0

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 please contact Reception who will be happy
to assist you.

Transport Dial 0

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Taxi: A taxi can be booked by contacting reception.

Bus Station: The main bus station is located on St.

Andrews Square, just beyond Princes Street.

Edinburgh Airport: Edinburgh Airport is only a 35-45 minute

bus/taxi ride from the Hotel. If you are leaving at
peak times please allow 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.

Train Station: 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:

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 • Go to Start Menu
• Settings
• Control Panel
• Network then Internet Connections
• Network Connections
• Right click on the LAN Network folder
• Choose Properties 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 access speed 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. Please dial (9) if calling from
a hotel telephone and then dial
00800 8624 8624.

Page 13
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.

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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 access cable located on the desk. Follow
the on screen instructions to connect. If
there are any problems with the connection then
please call the number below.

Laptop Connectivity Helpline – 00800 8624 8624

There is no charge to connect with your own laptop.

TV: The television can provide internet access also. 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 access the internet via the television is £1.99

per hour.

Guest Services

There are 3 options available to guests:

Messages: Guests can view any messages left for them through the
television by entering their room number/PIN

Wake Up: Guests can set their own wake up call through the television.

View Bill: 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

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Content’ option and then the item you wish to continue using. There is no
limit to the amount of paused content you can have.

Page 16
Dear Guest,

In line with current legislation, all the bedrooms and public spaces in
Ten Hill Place Hotel are non-smoking 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

Page 17