We checked in to Altido Haymarket and despite being initially impressed with the room, we quickly discovered that there was no running water. I immediately contacted Altido and was informed that they were aware of this and were looking into it. I then had to chase this up after not hearing back from them as I was advised, and was told a plumber would be coming to have a look. The plumber turned up unsupervised and promptly left, we were given no indication of what the problem was or when it would be resolved. Two hours later we still had no running water and discovered that now even the toilet wouldn't flush. This meant we were unable to shower, brush our teeth or even wash our hands properly after a long journey. We were also unable to go out as planned due to the poor communication from Altido and not being made aware as to when the plumber would be coming. By 10pm we still hadn't heard back and I had to contact Altido again. I was informed that the issue was not resolved in 4 of the rooms and that our options would be to move to a room at another accommodation. I asked if we could be transferred to a room in the same building rather than having to travel across the city late at night, which we preferred not to do, but we were told all the rooms were booked. We reluctantly agreed to move and were given the details to check in to a room at 30 castle street. Once we arrived, we followed the check-in instructions to access the room key. We put the key into the door of the room to unlock it, but were then unable to get it out. We even asked for the help of other guests passing by, but nobody was able to get it out of the lock. We phoned Altido again and the member of staff we spoke to was extremely rude to us and essentially said there was nothing they could do. After another 2 phone calls were made later in the evening, we were finally offered another room where we were actually able to lock the door and feel secure! This was at quarter to 1 at night. The time it took to resolve our issues was unacceptable, and we didn't even get the decency of a call back to update us of the situation at any point during the evening, despite this being promised. Absolutely shocking customer service. The room we ended up staying in was lovely, but I would not recommend booking with Altido at all due to all of the stress it brought.