The Balmoral

Beautiful Hotel in the Best location while visiting Edinburgh. We enjoyed coming back to this Hotel after a long day of walking . We booked a Castle View Room that was very luxurious. The Spa offered a Pool, Sauna and Steam that we would use after our long days. Restaurant was also very good. We would highly recommend staying here.

My daughter and I stayed at The Balmoral for a long-anticipated 4-night trip, booked at a premium rate specifically to enjoy what we believed would be an elegant 5-star experience. Instead, we were let down at nearly every stage. At check-in, I was promised “the best view in its category,” yet our deluxe room looked directly onto a wall. When I complained immediately and refused to unpack, there was no follow-up that evening — only the next morning vague offers of either another no-view room or a paid upgrade on top of an already very high nightly rate. Throughout the stay, one of only two lifts was broken, the bathroom amenities and furnishings felt average, and service at the front desk lacked warmth and attentiveness. A cake and champagne were sent as a gesture, which I returned — a perfect example of their approach: rather than understanding the real issue, they just send something, hoping the problem will go away. Equally troubling was how the hotel handled things afterwards. The first “reply” was a template message from a no-reply address, said to be from the General Manager. Later, a partial refund was pushed through without my consent, as if my disappointment could be priced and closed. I refused this refund — my experience was never about money, but about care, respect, and the fact that a long-planned trip with my daughter was overshadowed by repeated neglect and poor handling. The Balmoral is an iconic building with a legendary reputation, but reputation alone is not luxury. At the rates they charge, guests deserve consistency, attentiveness, and honesty — not superficial gestures and delayed communication. I would genuinely advise other travelers to look at one of Edinburgh’s excellent 4-star options instead, and save both their money and their nerves. IN RESPONSE TO THE GENERAL MANAGER S REPLY : Thank you for responding once more, Mr. McPherson. Just to clarify for future readers — my refusal was not of the apology itself, but of the idea that my daughter’s and my disappointment could be reduced to a monetary sum. I was seeking genuine acknowledgment and engagement, not a transactional resolution. The fact that my salutation is still incorrect here, as i has stated several times before i am a MR but MS ,despite my having pointed this out before, only reinforces my impression that The Balmoral prefers to close cases quickly rather than truly listen to its guests.

Our three day stay was ok, but not what I expected for the price. We arrived early on a rainy Wednesday morning after an overnight flight. As expected our family suite was not ready, so we took tea at the Palm Court, which was outstanding. As our room was still not ready (again, as expected), we set out to see some sights. Reception promised to phone when the room was ready, but no call was ever received, and we did our touring in the rain until after the 3:00 check in time. We would have appreciated being able to check in as soon as the room was ready. After finally getting to our rooms we had to call to have the connecting door between the two rooms unlocked The rooms themselves were reasonably spacious with comfortable beds and nice linens. The other furnishings, however, were rather drab and not to the standard of a five star hotel. The bathrooms were spacious and well appointed. Tissues were in low supply when we checked in and when they ran out on the first day were not replenished on days two or three. Both food and service at breakfast were exemplary. Overall, this was an okay stay, but not what I expected of a storied, top price hotel.

We arrived in Edinburgh for family celebrations. The trip and hotel accommodation was booked since May, we booked a Junior Suite with Castle view at the rate of £1,150 per night. On arrival and while checking in the receptionist, unprompted, started telling us what a wonderful choice of room, with the best view of the castle and the city we had made etc etc, so we are excited to see this wonderful suite. In entering the room, we find ourselves in what appears to be the turret of the building, with tiny round windows and dark, with a view to….the Sky! As you can imagine I go to the reception and ask for a room that matches what I booked. Even with the day managers intervention, they are not able to give me a room with sunlight. No apologies, no gesture that they accept their responsibility and unfortunately no options for us, as the city hotels were full due to Students return to schools. Highly disappointed with the level of management. The hotel is dated and service level not what I expected from what is considered one of the best hotels in town (see photos of what I booked and the reality of our room)

From the minute you approach the front of this hotel, you know you are in for a pampered experience. What a gem. Great location, and over-the-top service.