Scalloway Hotel

The staff seem to be doing their best, but the hotel could use more management oversight. The meals were generally good, though one time the fish wasn't cooked properly. They dealt with it quickly and, to be fair, gave us a free drink and dessert to make up for it. The bed was very firm, the shower was poor, and the bathroom could have done with a proper clean. It's a shame, as a bit more attention to detail could make this much better.

The room was great and comfortable, and the staff were friendly. The pub has a good local feel and the drinks are really cheap, though it can feel more like a noisy locals' place than somewhere comfortable for everyone. The whole place is a bit rough around the edges. I thought the chef might have been on leave, since the reviews mention good food, but our meal was a real letdown. It came out cold and not properly cooked, and gave the impression it had been microwaved. Breakfast was disappointing too. It has a homely feel, but it won't suit everyone as a hotel.

We booked for the Up Helly Aa festival but had to cancel after major disruptions to the Shetland ferry service. In the days before our stay, we tried repeatedly to reach the hotel and involved the Booking.com team, but none of us got a response. We understand our booking was non-refundable and weren't asking for all our money back. Given what happened, though, a partial refund would have been a fair and ethical gesture. The hotel ignored our messages and emails, and that silence says a lot about how they treat guests. Travellers should be cautious when booking, especially since travel disruptions are common in the Shetlands. If a hotel won't communicate when plans go wrong, it's hard to rely on it.

The room was clean and comfortable, and we stayed in the four-poster bedroom, which had great views. There was plenty of parking immediately outside. Everyone was friendly and helpful, especially the waitresses, and our evening meal was delicious. Breakfast offered a huge choice and was cooked perfectly. The hotel is lovely and sits right on the harbour. I can't fault the stay and would definitely go back next time I'm in the Shetlands.