Caledonian Travel review: 5 Day Break from Glasgow to Scarborough, Whitby and York.

I booked a beak with Caledonian Travel for June 29th 2026 for myself and partner (He has Parkinsons Disease and we are both registered disabled.
We booked The Grand Hotel in Scarborough. After the said booking I was advised by my SIster who previously stayed at this Hotel that the place was "Pretty TIred & Shabby". I then called the Company to change to alternative Hotel. The CSA recommended the Caledonia New Southlands. I asked if I could upgrade to a Sea View as this is what we had in the Grand. My Partner likes to sit of an evening and watch the Sea and finds this assists his condition and the anxiety that goes with it. So we paid approx £100 extra for this.

When we arrived at the Hotel it was a Big room with a very small window and quite drab. There was certainly No Sea View. I went immediately to Reception to state all the aforementioned to be advised that the Hotel actually had NO SEA VIEWS AT ALL?
I immediately contacted Customer Services to be told that Complains would not take a call but will call me tomorrow. I had to therefore not unpack and see what they had to say tomorrow. That evening after dinner with great difficulty we both took time to walk down to The Royal Hotel which is owned by Caledonian Travel and through my own research online I discover had vacancies with Sea View Rooms. (Some people on the same bus as us were actually staying there.
I spoke to the Duty Manager (Andrew) and explained the situation. He was extremely helpful and told me he had 3 Double rooms available with Sea Views. 1 he felt in particular best of the 3 he said he would put my name on it until 2pm the following day until I heard from Customer Complaints, so extremely helpful man.
The Following Day was the Pre arranged trip to Whitby which left approx 9.30 am. Before we left I emailed and asked them to contact me asap as I would like to transfer Hotel. All Morning I heard nothing and at 11.30am approx I called in and got a woman from Customer COmplaints (Rosie Lloyd). To say she was very unhelpful in the situation would be an understatement. I told her the reasons for wishing to transfer to the Royal Hotel, but to be completely honest she was very unhelpful and rather arrogant. I asked if we could move to the Royal and pay for this and get a refund and pay for our bus Home. She again declined this and stated "I am not moving you" extremely firmly. I explained we were both disabled but her attitude was "I dont care". She replied as requested to me with an email offering £399 refund which was what she had worked out was partial to Hotel staying in and bus down taken off the £790 approx Holiday. BUT I WOULD NEED US TO MAKE OUR OWN WAY HOME. I stated that there were several passengers on our bus staying in The Royal so it would be no inconvenience to swap us over and make to disabled pensioners very happy. Rosie was having non of it. I returned her email stating on my return I would be taking the matter further. I write to see if you can assist?