Borthwick Castle Tours

Great location, comfortable bed, very friendly staff, lovely bar and fantastic breakfast

I stayed at the hotel for one night on 18 July 2026. First impressions were positive, with what I assume was the manager greeting us on arrival. The room was comfortable, and we had a reasonable night's sleep. Unfortunately, breakfast was disappointing. With only one other table occupied, we had to ask whether we could sit anywhere and if it was table service. We were told it was, but after waiting around 20 minutes without anyone taking our order, we eventually had to go to the bar ourselves. The breakfast staff gave the impression they neither wanted to be there nor serve guests. I also accidentally left an item of clothing behind, which I realised about an hour after leaving Edinburgh. I contacted the hotel by phone and email but initially received no response. When I eventually got through, I was told they had my item, only to later receive an email saying they did not. Once confirmed, I was informed they would not post it back. Considering the price of the hotel, I expected the courtesy of returning a lost item. Instead, I had to arrange for a friend to collect it and was told to complete a lost property form next time. Unfortunately, there won't be a next time. To make matters worse, an unexplained charge of £9.45 has since appeared on my card. I have received no invoice or explanation and am still waiting for a response. Overall, poor customer service and communication overshadowed what started as a pleasant stay.

The staff, led by Ivor, is extraordinary, attentive and caring. They set a tone that carries the place, makes it warmly and quintessentially Scottish. Breakfast is superb, the Grand Cafe very good, and the location amid the heart of The Royal Mile utterly perfect.