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
Great Arrochar trip with lovely hotel, staff and spectacular outings.
“LOVELY HOTEL,FOOD, AND A GREAT STAFF AND HAPPY TEAM”
Scarborough hotel rooms were very dirty and smelly despite great driver.
“this hotel really needs to get the cleaning sorted out , very dirty rooms and smelly .”
Hotel had small cramped rooms and lukewarm meals, but staff were faultless.
“Beds were clean & comfortable, clean towels & room was lovely & warm.”
Wonderful weekend; food and staff were great but rooms lacked heating.
“The food and staff were wonderful.”
Despite issues and basic food, they had a good time and would return.
“Would I book with Caledonian again? Yes definitely”
Hotel was lovely but evening meal service felt poor; driver was excellent.
“Lovely, clean hotel with amazing choice for breakfast.”
Paid a single-room supplement then given a single room; customer service poor.
“had to pay a room supplement”
Evening meals were poor but staff recovered my wallet and provided brilliant service.
“I was reunited with it the next day”
They kept me informed; driver polite and hotel clean.
“Caledonian kept me informed of any changes”
Staff in Newcastle were efficient and booking was easy.
“The assistant in Newcastle agency was very efficient.”
Driver and staff were friendly, but food was basic with limited choice.
“Food very basic and not much choice”
Helpful phone service quickly arranged two accessible rooms.
“Very helpful on fone”
They loved the break; entertainment brilliant and hotel staff lovely.
“the entertainment was brilliant”
Booking was easy and the operator was friendly and efficient.
“Ease of booking and very friendly efficient booking operator”
Service was very good and staff found requested rooms.
“Very good service.”
Staff were friendly, helpful, and answered my questions.
“the staff were very friendly and helpful”
Hotel was basic and noisy; bedding smelled and food quality poor.
“The food quality was poor”
They had a brilliant time, enjoyed Seahouses and Holy Island.
“Brilliant time.”
Staff were very helpful and pleasant.
“Very. Helpful. And. Pleasent”
Booking staff were friendly and accepting, providing a safe space.
“Top marks for inclusion and diversity”
Room was very dirty with mould and stained cups.
“room very dirty”
Drivers were helpful and I'd happily travel with them again.
“drivers are very helpfull.”
Found the team very helpful.
“Found the team very helpful”
Enjoyed the Loch Lomond trip; good value, accommodation and food.
“value for money”
Jamie made booking very easy and understood my requirements.
“made the process very easy”
Staff are always happy to help and explain budget options.
“they always are happy to help”
Booking online or in store is easy with helpful staff.
“It's so easy booking either online or in store”
Easy to book online and good value, avoids driving through London.
“Easy to book our break online”
Customer service ignored multiple emails and calls, leaving query unresolved.
“I still haven’t received a reply”
Could not fault the Arrochar break; food, entertainment and driver excellent.
“can't fault anything”
Enjoyable scenic trip with clean rooms, great food and helpful driver.
“The food was fab and staff were lovely.”
Fantastic Isle of Wight trip with an attentive driver and friendly staff.
“he went over and above to ensure everyone was enjoying the trip”
Great weekend thanks to driver Craig despite dated hotel and poor food.
“craig was brilliant we all had such a laugh with him”
Driver was good but hotel food was atrocious and one stop pointless.
“but the food was atrocious”
Very positive experience with well-planned trips, great coach and driver.
“Caledonian has been the best of experiences.”
Brilliant trip with an experienced driver who made the journey relaxed.
“Thomas made our journey very relaxed and comfortable.”
Hotel was in poor condition with very poor food and organisation.
“The hotel at loch Long was a total shambles”
Good hotel and driver but the peak railway lacked information and appeal.
“the peak railway which was not a steam train”
Good trips but poor hotel standards and confusing, changing trip times.
“We stayed at Adelphi Hotel which was very poor and disappointing.”
Excellent coach driver Stephen provided superb, attentive service on the trip.
“Thanks to Stephen, our coach driver to Bournemouth, he was superb”
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.