I tried several times to book online at the beginning you choose your pick up point and it let me choose Ormskirk but when I went to finish the booking it wouldn't give Ormskirk as an option. Also when I called I couldn't get the date I wanted even though it shows availability on line. I was also disappointed that we were charged an extra 15 ppp to be picked up at our selected point.

Edinburgh and the excursions were great, the journey and the driver were fine, our room in the Britannia hotel was fine, the problem was the food and the service of the food at the hotel, our coach was a second sitting to another coach, it was chaos trying to find a table that had been cleaned and prepared for us, the food on the servery was ruining out by the time we got to it. On Christmas day it was even worse, lots on our coach did not get any turkey, we did not get offered crackers and prosecco like the first sitting, it was very badly organised. They should not have let us into the dining room untill the first sitting had left and all the tables dressed for us and the food on the survey filled up.

Horrendous. The feeder mini bus was uncomfortable, cramped and had an unpleasant odour. The journey to the main coach was long and tiring. The hotel and food was lovely but some of the staff were unaccommodating and not pleasant. The return journey was worse than the outward journey. I Would not consider that way of travelling ever again. Horrendous.

Failed online. Would be helpful if you were told to have a password ready before you start booking. Telephone booking went well however.

The agent who delt with my telephone booking reservation was very polite, friendly, professional and helpful. She listened and record my special needs requirement.

Christmas break to get away from all the nonsense and fuss. We had a great week. Excellent driver and comfortable coach. Hotel very good too.

We had a lovely time, driver was brilliant, trips out were good, staff at hotel were helpful and friendly. The hotel itself is beautiful but unfortunately the management and organisation was dreadful. I stayed there 2/3 years ago and everything was great. I read up and believe Elite Hotels now own it and can only presume they have changed things to cut costs but definitely a drop in standards. You might want to look yourselves to see if you still recommend them. When I was there last the evening meals were served in the Brittania Suite. This time they were held in Jenny's restaurant which was not practical as you didn't know which queue you were in and people complained as they thought other people were cutting in. The queues were starters, mainly meals and sweets and they did run out of some sweets but I understand that as they wouldn't be able to know what people wanted. On Christmas day they used the Brittania Suite and it ran like clockwork, couldn't believe the difference. Also on Christmas day it was a long time between breakfast and dinner. There was nowhere to get a coffee. I asked at reception if there was any. The receptionist kindly rang the catering manager and he said to use the coffee machine in jenny's restaurant which was lovely. The coffee machines could only be used at breakfast which seemed ridiculous, not everybody likes just tea and coffee. I asked for two extra pillows which came on Christmas night at 9.30 pm. I don't know whether it was mentioned to you that on the 27th the day of departure the lifts broke down so we had to carry our luggage down three flights of list. Reception couldn't get anyone to help us out and there was no manager or duty manager to be seen. Subsequently with the stairs and the luggage I had an asthma attack and my partner uses a walking stick so we found it very difficult. Fortunately two very kind gentlemen took our luggage from us. No member of staff came to see I was ok. Sorry most of this is negative but feel you need to know and visit yourselves without them knowing to assess the situation before you book it again. I've been on many of your trips and this has been the worst hotel on this occasion Hopefully it will improve and get back to it's former glory. A reply would be gratefully appreciated with any progress. Thank you and best wishes Pat Guest

The hotel is very very dated the bed was really uncomfortable the food wasn’t very nice, the Christmas meal & evening buffet left a lot to be desired. They were very understaffed although the staff they had were very nice.

It was brilliant with a lovely coach driver and a great bunch of people. Hotel was good with excellent food and the staff were good. Hotel could do with a thorough clean, but bedrooms were fine. We would definitely go again.

the person new what she was doing