31 March 2025
The Resident Edinburgh reaches the Top Ten on TripAdvisor
The Resident Edinburgh has achieved 8th position on traveller ranking for Edinburgh hotels on TripAdvisor just over 12 weeks after its soft opening in late November 2024. It is a great early achievement in a city with more than 160 hotels to choose from.
The hotel has also reported an excellent NPS of 82, indicating a remarkable ramp up and sector leading trajectory both across review sites and guest surveys. The hospitality that the team proudly share with guests is a key factor to this, with “Service” alone having an individual NPS of 91.
The hotel has also received plaudits across the sustainability community for its success in re-purposing an obsolete office while minimising carbon emissions. Resident Hotels collaborated with Arup and MLA on the project, alongside owners Mactaggart Family & Partners. The hotel featured in Cop26 as an exemplar office to hotel conversion.
David Orr, CEO, Resident Hotels, said: “Reaching the Top 10 for Edinburgh with such a high NPS in a few weeks is testament to the success of our operational skill and strategy. GM Gillian Mylles and team are running a brilliant operation seamlessly. At The Resident we draw together our innovative design and creative vision with the heartfelt hospitality which differentiates The Resident as a brand with guests and teams.”
“Reputation is essentially our primary KPI. It encapsulates the trust and the relationship between the team and the guest and is uniquely discoverable whether for the brands we operate or for our Opco, Resident Hotels. Our relentless focus on reputation ensures we operate optimally for all stakeholders and shareholders.
“Guests thoroughly assess reviews when they are booking a hotel and this global awareness of reputation has meant NPS is increasingly of interest to sector specialist investors and lenders.”
In a further signal of the value of innovation the company has protected the layout of the rooms at The Resident Edinburgh, which, in keeping with the ethos of the brand, evokes a more residential sequence to the spatial arrangement of The Resident versus the typical hotel room layout. The Resident Edinburgh has secured design protection in the UK Class 32 and EU 19 – 08, with the US applied for.
Orr added: “The rooms at The Resident Edinburgh are the result of years of honing the design using the legacy of The Resident, most recently in The Resident Covent Garden, but also bringing experience of creating multiple new hotels and understanding what the guest wants.”
