Customers often commend frontline staff and drivers for friendly, helpful service and support during trips. Many say booking is straightforward, with clear online and in-store options. Several reviews describe poor hotel standards, including dirty rooms and disappointing food. Communication varies: some bookings were sorted quickly, while other questions received no reply.
Examples from available reviews (Nov 2021 – Feb 2026).
Tracey was extremely helpful and resolved a complicated booking.
“Tracey, was extremely helpful.”
The booking process was very straightforward and easy.
“Very straightforward booking process”
Room was very dirty with mould and stained cups.
“room very dirty”
Customer service ignored multiple emails and calls, leaving query unresolved.
“I still haven’t received a reply”
Reviews often mention helpful, friendly staff on the phone, at ticket desks, and on coaches. Drivers are frequently praised for making trips enjoyable and for offering practical help. A small number of comments single out agents who sorted complex bookings.
Many customers call the trips good value and well organised for the price. A limited number report unexpected charges or paid supplements that left them unhappy. Positive notes on affordability sit alongside a few complaints about extra fees.
People repeatedly describe booking as easy and straightforward online, in store, and by phone. Passengers often mention lively entertainment and memorable trips that lift the journey. A minority report disruptions such as late room access, alarms, or early pickups.
Several reviews describe poor hotel conditions, including dirty rooms, mould, and uneven food quality. Others mention clean coaches, warm hotels, and excellent hotel meals, showing a sharp split in accommodation standards. Complaints about hotel quality come up repeatedly.
Some customers describe quick communication, including fast room arrangements and proactive updates. Others report gaps such as missing arrival times or emails that went unanswered. Feedback includes both rapid replies and pre-trip questions that were not resolved.
Feedback ranges from very positive trips to strong criticism of hotel standards and occasional customer service lapses. Many reviewers praise staff, drivers, and trip organisation, while a clear minority give low ratings for accommodation or unanswered queries. The result is a mixed picture: logistics often land well, while some stays do not.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (60) · Reviews (20) · Reviews (1) · Quotes shortened · As of: February 2026
Tracey was extremely helpful and resolved a complex booking.
“Tracey, was extremely helpful.”
Tracey was extremely helpful and resolved a complicated booking.
“Tracey, was extremely helpful.”
Booking was very easy, straightforward and good value.
“Very easy to book, so straightforward.”
Easy, straightforward booking and good value for money.
“Great value for money.”
Lovely stay at Torbay with really friendly staff.
“the staff were really friendly”
Pleasant stay at the Torbay with really friendly staff.
“the staff were really friendly”
Room not ready, alarms disrupted stay and food was poor.
“our room wasn't ready”
Room not ready, alarms disrupted stay and early pickup spoiled trip.
“our room wasn't ready”
Staff were very helpful and friendly; food was nice.
“The staff were very helpful and friendly”
Helpful, friendly staff and the food was nice.
“The staff were very helpful and friendly”
Trip was great value and well organised.
“Great value and organised”
Good value and well organised trips.
“Great value and organised”
Website lacked availability but centre arranged the requested room quickly.
“arrange the requested room in as little as 30 minutes”
Website lacked room availability but centre arranged the room quickly.
“they were able to contact hotel and arrange the requested room in as little as 30 minutes.”
They wanted more information about their holiday.
“We would have like more Information about our holiday”
Would have liked more information about the holiday.
“We would have like more Information about our holiday”
Ticket seller was friendly, efficient and knowledgeable.
“Friendly efficient an knowledgeable help from ticket seller”
Friendly, efficient and knowledgeable ticket seller provided helpful service.
“Friendly efficient an knowledgeable help from ticket seller”
Booking process was very straightforward and easy to complete.
“Very straightforward booking process”
The booking process was very straightforward and easy.
“Very straightforward booking process”
They really enjoyed the trip to Llandudno and Chester.
“Really enjoyed our trip to Llandudno and into Chester”
Enjoyed trip to Llandudno and Chester.
“Really enjoyed our trip to Llandudno and into Chester”
First time using Caledonian and the booking system was great.
“great booking system”
First-time user found the Caledonian booking system great.
“First time using Caledonian travel and great booking system”
Everything about the trip, hotel and food was excellent.
“Exellent”
Everything about the Torbay hotel, food and journey was excellent.
“Everything The hotel food torbay The place The journey Exellent”
They have enjoyed many breaks with Caledonian Holidays.
“throughly enjoyed everyone of them”
Enjoyed many 2-,4- and 5-day breaks with Caladonian Holidays.
“We have been on many 5 ,4,2 day breaks with Caladonian Holidays and throughly enjoyed everyone of them”
A friendly person answered the phone.
“Friendly person on phone.”
The phone staff member was friendly.
“Friendly person on phone.”
Clean warm coach and hotel; hotel food was excellent.
“Clean warm coach, clean warm hotel, food in hotel excellent”
Clean, warm coach and hotel with excellent hotel food.
“Clean warm coach, clean warm hotel, food in hotel excellent”
Booking was fine but they were awaiting arrival and departure times.
“Just still waiting on all the information in regards to the time we arrive at the destination”
Booking fine but still waiting for arrival and departure time details.
“still waiting on all the information in regards to the time we arrive at the destination”
They received very good service from the company.
“very good service”
We received very good service.
“very good service”
Drivers provided entertaining singing, making the long journey enjoyable.
“they sang most of the way on both journeys”
Entertaining drivers made a long Scotland day trip enjoyable.
“the entertainment value was great and funny.”
Every trip was memorable with lively, jolly drivers.
“Every experience has been memorable .”
Memorable, lively journeys thanks to jolly coach drivers.
“listening to the jolly drivers makes it a lively journey”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Caledonian Travel runs coach holidays, day trips, and short-break tours across the UK. Customers can book online, through in-store agents, or by phone for coach travel and hotel stays. The company offers day excursions, multi-day tours, and itinerary planning with contracted hotel partners. Its customer service team handles ticketing, group travel coordination, and accessibility support.