Well Organized Tour But Handling of Baggage Mishap Dampened the Experience
We completed the 11-day Grand Tour of Scotland with Best Scottish Tours (BST) in September 2025.
The route, hotels, and itinerary were thoughtfully designed, scenic, and well-paced, though a few stops felt unnecessarily extended.
However, our overall experience was dampened by an incident in which one of our hand-carry bags was inadvertently left behind at a hotel. While it was ultimately recovered — for which we remain sincerely grateful to the driver-guide and office team — the handling of the situation fell short of what we would expect from a premium tour operator.
Initial responses felt fairly hands-off, placing the burden of resolution on us even as we traveled through remote areas with limited access to services. Communication from the office, though efficient at times, was inconsistent, contradictory, and occasionally curt, which added uncertainty to an already anxious situation.
We deeply appreciate the eventual resolution, yet the episode revealed gaps in how unplanned guest issues are managed and communicated. A more empathetic, pragmatic approach with clear, unambiguous communication would make a significant difference.
In summary, this was a well-planned and memorable tour of a beautiful country, but customer care and communication during unforeseen challenges need refinement for BST to fully meet the high standards its reputation inspires.