This review is about the customer service only. I made my orginal booking on Jan 16th 2020, as a family of 4, their family room is unavailable, but their customer service promised me that we can be accommondated in their feature twin/double room with city view which fits 3. I was charged £311.69 by then. As all know, because of Covid-19 pandemic, we have to reschedule our trip plan. I made rescheduling in March 2020 with extra charge of £65.66, and another in July 2020. I truly appreciated their flexibily and understanding to offer rescheduling for us international visitors then since we're not allowed to travel as we planned. In May 2021, when I had to make another reschedule because the UK travel restriction asks international travelers to quarantine for 10 days, something weird happens. The Scotsman customer service replied with there's no family room available for our group. I told them my reservation room type, sent all reservation documents with clear description. Not only they replied very late(ignoring me for 4 days long), but also they didn't respond to my information. They ignores all info I offered, just repeated that family room is not available, no matter how hard I tried to explain my reservation. Their customer service is poor, cold, no symphathy, no respect. Finally, when I posted all my experience on tripadvisor, their mangaer responded, corrected the whole mistakes, and even let their customer service offer me chance of refund. I refused the refund as goodwill, and deleted my review as goodwill too. I appreciated a lot, even during COVID-19 period, I know their flexibility of rescheduling is as goodwill, but not as granted. I refused the refund because I understand that it's not easy for international visitors, but also not easy to the hotel business too. However, I regretted my decision(refusing the refund) so much today. Even I understand their attitude and mistakes, and refused refund when they offered me as goodwill. They finally showed cold, poor, no symphathy attitude to me again. When I have to reschedule one last time, because my kids can't take the risk that if getting tested positive on departure from the UK, they can't return to the US on time, they will miss school and a very important sport competition. I explained hardly, and all my other 2 stays in the UK replied soon and offered me another chance. Not by Scotsman this time. No more rescheduling, no even 1% refund possibility, no symphathy, no consideration, nothing. I showed the proof that they offered me last May about the full refund, which I didn't even asked for, as a proof that there's always flexibility of the policy. The reponse is consistent. I emphasized the pandemic is not gone yet, the specific situation of my kids, it makes no difference. Just want to let other travlers know that, it's a beautiful hotel as showed in the pictures, but if you want better customer service, more respection, more consideration, don't choose Scotsman hotel in Edinburgh. read more