Norton House Hotel & Spa in Edinburgh, City of

Expensive rooms that were impressive at first sight but kinda cheap once you’re in them, not the greatest accommodations, staff is incredibly unhelpful and rude. The real thing this place has going for it is it’s close to the airport if you have a flight in or out and need a night to stay, and it’s clean. We ate here too - very expensive, we ordered lots of variety of foods (large party) and it seemed to have improper proportions of things in the plate, some said there was no flavor to their meals, alcoholic drinks were mostly everything but alcohol (still tasted good, but were virgin drinks charged like they were alcoholic). Overall very displeased with the staff the most - literally seemed like we were putting the front desk out by checking in and out of the hotel.. which is basically their primary function. We were only there for a single night, and it served the purpose of being close to the airport, and maybe the staff was just having a bad day.. but I would probably avoid except for special circumstances where I needed a stay close to the airport.

We had a lovely Sunday roast yesterday in the bar area , followers by Granny Smiths apple meringue with lime sorbet . It was so delicious . Complements to the chief. Was presented beautifully and tasted amazing. The views and grounds are lovely. The bar area is also dog friendly.

Disappointed and Disrespected – Poor Customer Service Experience at Norton House Hotel. I recently attended a wedding at the Norton House Hotel in Newbridge, Edinburgh, and I must say the experience left a lot to be desired- particularly when it came to customer service. Upon arrival, my partner and I were directed to the bar area while waiting for the wedding ceremony to begin. We were told by staff that we had plenty of time to enjoy a drink before proceedings started. We ordered a Vodka Diet Coke and a glass of Prosecco, which came to a staggering £18.50. Before we had even taken more than a couple of sips, we were hurriedly ushered into the ceremony room by a staff member named Wikki. She told us to leave the drinks and assured us they would be fine. Over an hour later, after the ceremony, we returned to find our drinks completely ruined- warm, flat, and undrinkable. I approached reception and politely asked to speak with Wikki about getting them replaced. Reception staff said they would contact her and told me to wait in the main reception area, which was away from the wedding party. Wikki eventually came to meet me. I calmly explained the situation, expecting some understanding or a reasonable resolution. Instead, I was told the drinks would still be “fine” after sitting for an hour, and astonishingly, her suggested solution was to add some ice- as if that would somehow restore the fizz and freshness of Prosecco and Vodka Diet Coke. Even more baffling, she said she would only consider replacing drinks if they had been pints of beer- where that even makes sense is beyond me. A drink is a drink, regardless of what type it is, and all guests should be treated equally when it comes to fairness and value. When I explained that I felt this was poor service, she told me it wasn’t poor service in her opinion and accused me of “causing a scene at main reception”- even though I was speaking calmly, in the exact location reception had told me to wait, and where she chose to speak with me. The interaction felt dismissive and unnecessarily confrontational. At that point, I walked away in disbelief at how a guest of a wedding could be treated with such disregard. It felt like we were being treated more like a transaction than a valued guest- an extremely poor reflection on a venue that’s supposed to have a strong reputation in Edinburgh. To add to this, the meal service was just as concerning. Each guest was given a menu at their table that clearly listed a vegetarian alternative. However, we later found out that there was no choice at all- guests were told they had to eat what was served unless they had a food allergy. An elderly guest (in her 80s), who didn’t want the main meat-based dish but would have happily had the vegetarian option, was left with no food for two courses. When my partner raised this with reception, the response was that they didn’t have enough vegetarian meals to cater to any additional requests- despite the hotel having a fully equipped restaurant on-site. This made absolutely no sense and highlighted a serious lack of planning or willingness to accommodate basic dietary preferences. On a positive note, I do want to say that the food itself was absolutely fantastic. The quality, taste, and presentation were all excellent, and the food service staff were professional and attentive. I have no complaints at all about that side of the experience and it deserves to be recognised. In conclusion, the customer service at Norton House Hotel was what let the experience down for us. Hospitality is about more than just beautiful surroundings- it’s about how guests are treated. Customer service can easily be 50% of the experience, especially at such an important event as a wedding. Unfortunately, in this case, the lack of care and empathy shown by certain staff members really tainted what should have been a special and enjoyable day.

Norton House is beautifully located surrounded by lovely gardens. The modern suite is a great light space, the food is great and the spa is fantastic. As a wedding photographer, I love the variety of spaces, the stairwell in the main house. The bedrooms are well thought out, spacious and great for wedding preparations.

Greatest Staff any where I've been! Facilities are fantastic

Lovely meal and overnight stay with friends for big birthday. Used the Spa next day and was relaxed for the whole weekend.

Had a fantastic spa day yesterday. The treatments and facilities were fantastic. I think my therapist was Alanah but I could just be imagining this as I managed to forget my beauty prescription in my bathrobe. (It would be great if this could be emailed at the time) Also had breakfast and afternoon. Only minor criticism and I do mean minor, is that we weren't told what was on the afternoon tea some was obvious but it wouldbe nice to be informed. It was lovely and we got to take our remainder home.

I booked over the phone a 4 day stay for £1090. When i got there, they tried to charge me £1350. After arguing with them, they charge me £1090. After i got home from the holiday, surprise, they charged me an extra £60 no idea what for, i am in the process of disputing the charge. They keep the credit card details on file so they can change whatever they want. I just called my bank and cancelled my card so they can't take any more money out of the card.

We stayed here for 2 nights over NYE/NYD and while we found the staff to be friendly and the service good, we were pretty disappointed given how expensive it was. The majority of the rooms are in a new building off the side of the house with views of the car park (“west wing” on the website a bit misleading in this respect as I thought that meant west wing of the house). The room was clean but dated and needs renovation. We had booked the martini kit which wasn’t in the room so we had to ask for it and it mentioned a noble isle gift on the booking but again, wasn’t there. The spa is spacious and facilities are quite good - sauna, steam room, hydropool and pool. Breakfast was nice and we appreciated that you could order instead of just the usual buffet. Overall, nothing major to complain about but just felt the price is not justified by the facilities.

Lovely one night stay at Norton House Hotel for a spa day. Room was clean and spacious - very comfortable. Super festive and welcoming too! Enjoyed the spa facilities too. Just wish it was closer to Edinburgh city centre - but we knew this when we booked! Very easy to get to if coming down from the Highlands!

Nothing to fault during our stay here, very accommodating for us and our young child. The Hotel puts on surprise little touches that make sure stay feel just that little more special. We stayed when there was a wedding on and despite being just along a corridor we couldn't hear a thing! Lovely view from the room, clean and cosy. Pool and facilities were clean and enjoyable. The food was superb, all in all a fantastic hotel in a lovely location, we will be back!

A hotel with supreme comfort, class & quality. The staff are all really lovely, friendly, chatty & helpful, it makes all the difference to a hotel stay with staff like this. Our room was warm & cosy, the bed was so comfortable with pristine white sheets. Spotlessly clean too.The food for evening dinner was on another level, beautifully presented, so tasty too. All 3 of us said that the quality of the food was truly amazing & cooked to perfection. There is no question about returning to this superb hotel & highly reccommending too. A class of its own & its reviews well deserved.

Last minute booking at the Norton and what a stunning location. We arrived extremely early not expecting the room to be ready for us and staff couldn't be more helpful. Hotel was immaculate! Bar had plenty of choice and the spa facilities are fantastic! We will definitely return. The hotel manager Steve introduced himself to us and was a real pleasure to deal with! Thanks for an amazing stay!

We loved our stay here and will definitely return. The staff were all very professional and welcoming, offering advice on our trips into the city centre. The hotel was impeccably clean and maid services went above and beyond. The spa and facilities were a special touch and breakfast was tremendous with lots to choose from. Walking around the grounds was refreshing and the hotel in general in a fantastic location. Thank you to all the team for making our visit so special.

Lovely afternoon tea in beautiful surroundings, with friendly and attentive staff

My wife and I stayed for two nights, on a spa package. Everything was excellent, including food, pool facilities, bedroom, service. In particular, the restaurant staff were very patient with us, when we needed to check various items on the menu for dietary requirements. The spa was the highlight for us of course. After a very relaxing massage, we rested in the relaxation room for over an hour and even dropped off to sleep. It was hard to leave and we will be back!

Two day break, everything was lovely.... Except....if you're vegetarian dinner-portion size was for a small herbivore! Service was great though Breakfast was fabulous though and the spa is lovely. The parkland around was great for walking our dog, and the room was great, we could open the door and let her out...we would definitely go back

Only had lunch. Very good though pricey as you would expect from a hotel of this standard.

The Spa experience was lovely. The treatment specialist was very good and very respectful. The afternoon tea was lovely.

Had a lovely spa experience here a gift for my birthday, staff were absolutely fabulous friendly and welcoming showed us round the facilities and made sure we were happy. Had the most fantastic massage from Tania very knowledgeable and talented lady who managed to make me feel very relaxed, this was then followed by a delicious afternoon tea, highly recommend, lovely hidden gem away from the city centre, with great staff and excellent way to chill out and relax

End of honeymoon surprise booking for us by Tenon Tours! Absolutely wonderful! The spa was great to unwind from the 1000 mile travel we did around Scotland and the staff was helpful and friendly. Dinner and breakfast were great! Room was superb! We didn’t get a chance to explore the grounds but not because of the hotel, just short time plus it was raining! Close to the airport so it was wonderful and convenient as the final night on our trip. Hotel arranged a taxi to the airport for us in the morning. Couldn’t have been happier with our honeymoon finish!

Perfect, peace and tranquility.

Outstanding experience from check-in to check-out! Superb dining for breakfast and dinner. It’s close to the airport, too, so perfect if you’re just arriving or preparing to leave Edinburgh.

Can't fault the hotel. The staff are extremely friendly and helpful. Breakfast is lovely. The hotel is set on lovely, well kept, grounds. There are nice walks. You definitely need a car if you want to get out and about.

Super quiet, everything you want, relaxation!

Had a fantastic meal ,,food service outstanding..beautiful place for a nice time..

Friendly staff. Reasonably quire other than weekends.

Stayed many times, rooms are big and lots of nice touches. But rooms are starting to show signs of wear & tear considering the price. Amazing spa. Didn't eat here, and left very early before breakfast.