"We were extremely disappointed with our experience dealing with The Bonham Hotel, as well as Booking.com. Due to the ongoing war in the Middle East, our flights from Australia were cancelled by the airline, leaving us unable to travel. We contacted the hotel well in advance, three weeks before our scheduled stay, to explain the situation and request some flexibility, whether that be modifying our dates, receiving a credit, or even a partial refund. Unfortunately, all options were outright declined. The hotel’s response was unhelpful and showed little empathy for the circumstances. We also reached out to Booking.com hoping they could assist as an intermediary, but they simply relayed our request back to the hotel without offering any meaningful support or advocating on our behalf. Instead, we were redirected to pursue compensation through travel insurance, something that is widely known by frequent travelers' to be ineffective in cases like this, as acts of war or terrorism are typically excluded from coverage. We fully understand that policies exist and would have been open to a reasonable administrative fee. However, given the amount of notice provided, it seems very likely the room could have been rebooked, effectively allowing the hotel to profit from a situation entirely outside of our control. Overall, the rigid stance from the hotel and lack of meaningful assistance from Booking.com left a very poor impression. We would have expected a more compassionate and customer-focused approach, especially given the exceptional circumstances"

"Beautiful hotel. The room was stunning. The food was fabulous and the staff were so friendly and helpful. Will definitely recommend"

"We recently stayed at The Bonham for one night in a suite and had very mixed feelings. To start with the positives, the hotel itself is undeniably beautiful. The building is elegant, the interiors are very well presented, and our suite was stylish and comfortable. The view was genuinely incredible and one of the highlights of the stay. The amenities were also excellent and everything felt thoughtfully curated from a design perspective. However, the hospitality did not match the setting. Late at night, around midnight, there was extremely loud plumbing noise from what sounded like a bath being run in a neighbouring or upstairs room. In a hotel positioned as a quiet boutique escape, this was disruptive and disappointing. More concerning was the housekeeping incident. Checkout for all rooms, including suites, is 12pm. Despite this, housekeeping knocked loudly and persistently at 10am. Not a gentle tap, but repeated knocking that made it clear they expected entry. The door handle was then tried and the master key used, only prevented by the deadbolt being on. That felt intrusive and unnecessary given there were still two hours before checkout. Guests should be able to relax in their room until the stated departure time without feeling rushed or concerned about privacy. Finally, the reception experience was uncomfortable. On returning from our evening out, we were met with prolonged, judgemental stares rather than a warm welcome. It left us feeling as though we were being assessed rather than hosted. Hospitality is about making guests feel at ease, and unfortunately that element was lacking. This is a hotel with huge potential. The setting, presentation and views are excellent. But luxury is not just décor, it is how you make people feel. For us, that was where the experience fell short."

"Luxury hotel in great location within an easy walk of Edinburgh highlights. Room price was excellent value for the standard, size and level of amenities within. Would have liked a free standing shower but this wasn’t going to detract from what was a stunning and spacious room. Breakfast was one of the best we’ve had and have stayed in some fantastic hotels over the years. Service from start to finish was impeccable and staff were especially friendly and helpful. Shout out to lukas at reception who went the extra mile every time we spoke with him, a real skill to remember so much about guests when he deals with so many, giving a very personal feel to our stay. Will definitely be back and have already recommended it for friends."

"Have been visiting the Bonham for over twenty years and it never fails, great location and always exceptionally high standard. Superb quality and value for money. I have no hesitation in recommending it if you are looking for a special and unique hotel in Edinburgh,"