Very sorry to hear you feel your stay was horrible. I see that you stayed 2 nights, but never contacted us to raise any problems until you posted this after you had left. Message to any future guest - please please let us know if you have a problem with your room when you arrive, if we don’t know, we can’t do anything about it.

Dear guest,We find your review extremely unfair and incorrect. We have our experienced long term cleaners going in every day. For long stay guests we do clean the room every 3 days unless you had put out a do not disturb sign. However if you had asked for an additional towels we would have been more than happy to provide them. We even have lockers by the entrance hall in case we receive a call during unsociable hours so that guests can help themselves to items such as towels/ sheets/ duvet covers along with tea/ coffee/ milk/ shampoo at no additional charge to guests. All the duvet covers get washed and tumble dried after each check out and before next check in, therefore, there is no way for food residue to stay attached to the duvet cover. Our cleaning team send us photos of each room after each clean and that is a mandatory task that we expect as a future proof. We are a small business and very proud of our staff and our hotel. If our rates were higher than those you mentioned, I’m sure you would have made a reservation with them in the first place. If you had reached out to us in the first place we would have been more than happy to help you. Many thanks.

Hi Paul,Thanks for bringing the issues to our attention back in September when you stayed at our hotel. We addressed it with our housekeeping team. All sheets have been and are continually regularly sorted and any marked sheets are disposed of.We also have 4 lockers with backup bedding and towels should replacements be needed at short notice.

You are absolutely right, we should have let you know in advance of starting. We apologise for the disruption that evening.

Dear Donald, We are very sorry to hear about your experience. As it states clearly on our website, we are a self service hotel, providing all essentials, no frills requirements for our guests onsite whilst leveraging technology to manage admin and guest access remotely. That’s how we can keep the price down for our guests. For the safety and security of our guests all common areas are covered 24x7 by cctv. Every room has its own private bathroom, a microwave, fridge and a kettle. If you would like a porter to carry your luggage / have your breakfast in a restaurant then you would need to up your budget so that you can stay at a luxury hotel.

Thanks for the feedback! Hope to see you back again soon!

Thanks for your feedback. We aim to provide affordable no frills accommodation in the centre of Aberdeen.

Thanks for your feedback! Hope to welcome you back to Terra Nova soon!

Thanks for your feedback! Hope to welcome you back to Terra Nova soon!

Thanks for your feedback! Hope to welcome you back to Terra Nova soon!

Thanks for your feedback! Hope to welcome you back to Terra Nova soon!

Hi Lisa, many thanks for the feedback. We do have spare blankets for the rooms, sorry there was not one you could find. I will have housekeeping include in their check to make sure blankets are in all rooms and easy to find for those guests that need them.

Glad everything was great for you at Terra Nova! Many thanks for your feedback. Hope to see you back in Aberdeen again soon!

Thanks for your feedback! Hope to welcome you back to Terra Nova soon!

Many thanks for providing our first rating on Hotels.com! We hope to welcome you back to Aberdeen soon!

Hi Aisha, very sorry to see such a low score - this is not what we aim for. If you are able to provide any further detail as to why you think this is all we deserve, we will know where we need to take steps to improve things for the future. Some factors we think may have caused such a low score are: 1) We were fully booked the 1 night you stayed and you had the last single room available (which is our smallest room at the hotel). 2) There seems to be an ongoing issue with emails sent to the Expedia generated email addresses for guests not being routed through to the guests - thus you never received the access details prior to arrival. This has been reported to Expedia to resolve.

Many thanks for your feedback - sorry you did not get the front door code in advance of arrival. There is a general issue with the Expedia link to the hotel management system - Expedia (which owns hotels.com) have been informed.

Many thanks for your feedback. Our schedule is to clean rooms every 3 days (exchange of towels, vacuum and make beds), with a full sheet change every 6 to 7 days - we find this is a good balance to keep our rooms cost effective for our guests and kinder to the environment.

Many thanks for your feedback and highlighting the problems. We have now repaired the shower and replaced the mattress in the room you were in (as well as 3 other rooms)