Staff were very friendly and the train was clean. The lights were dimmed on departure which made having a sleep easier. Several seats appeared to have been overbooked, including my own, which caused... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Travelled in a coach seat. Ticket was good value for money, especially with my railcard. Coach was clean and staff customer service excellent. My only quibbles were: I don't believe the seats actu... See more
Company replied
Staff were great, friendly & helpful; the travelling experience and seeing the views was good. Quality of the cooked breakfast was disappointing and very salty, mushrooms and 'buttery' were very che... See more
Company replied
The service was as described and expected. And on time. The tiny British loading gauge of course brings limitations on carriage size. Like, the corridor has to be extremely narrow for berths to b... See more
Company replied
Company details
Information provided by various external sources
Caledonian Sleepers are overnight train services running between Scotland and London.
Contact info
1 Union Street, IV1 1PP, Inverness, United Kingdom
- 0330 060 0500
- enquiry@sleeper.scot
- sleeper.scot
3.9
Great
4K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
4 sleeping one sitting..the seat ticket…
4 sleeping one sitting..the seat ticket was interesting in that the service was good but the actual seat was uncomfortable..did not recline...enough space..and the toilet was blocked from the start. The sleepers were well received by Stephen..a champion
8 June 2026
Reply from Caledonian Sleeper
Thank you very much for taking the time to share your feedback about your journey.
We’re pleased to hear that the sleeping accommodation was well received and that Stephen provided great service — we will make sure your kind comments are passed on to him.
However, we are sorry to hear that the seated accommodation was uncomfortable, particularly that the seat did not recline as expected and that space was limited. We are also very sorry to hear that the toilet was out of order from the start of your journey, which would have caused further inconvenience.
This is not the standard we aim to provide, and your comments will be shared with the relevant teams for review.
Thank you again for your feedback, and we hope to welcome you on board again in the future.
Cabin quality and food poor
1. There was hair stuck in the drainage
2. Flush didnt work halfway through
3. Hair stuck in the bedding
4. Not enough water pressure in the shower
5. Coffee machine was spoilt and only bag coffee was available
9 June 2026
Reply from Caledonian Sleeper
Thank you for taking the time to share your feedback about your journey.
I am very sorry to hear about the multiple issues you experienced, including cleanliness concerns, the toilet flush not working, and the issues with the shower and coffee machine. I fully appreciate how unpleasant and disappointing this would have been and understand your frustration.
This is not the standard of service we aim to provide, and your comments will be shared with the relevant teams for urgent review.
If you would like us to look into this further for you, please contact us at enquiry@caledoniansleeper.scot.
Thank you again for taking the time to bring this to our attention, and please accept my sincere apologies for the inconvenience caused.
I was disappointed this time
I was disappointed this time - not up to its usual standard. No one to greet me on board.
The menu in the buffet car was most uninspiring. The dish I had was virtually inedible - for a start, it had been put onto a cold plate and was stone cold when I got it. And whoever designed the little blue stools? Only a child could sit comfortably on those. So a pretty dismal time in the bar, which I'd been looking forward to. Service was very good.
8 June 2026
Reply from Caledonian Sleeper
Thank you for taking the time to share your feedback about your journey.
I am very sorry to hear that your experience this time did not meet the usual standard you have come to expect from us. In particular, I apologise that there was no one available to greet you on board, and that your experience in the Club Car fell short of expectations.
I am especially sorry to hear about the quality and temperature of your meal, and that it was served on a cold plate. I fully appreciate how disappointing this would have been, particularly when you were looking forward to dining onboard. I also note your comments regarding the seating comfort in the bar area, and understand how this would have affected your overall enjoyment of the space.
That said, I am pleased to hear that you found the service from our team to be very good, and I will ensure this positive feedback is shared with them.
Your comments regarding catering quality, presentation, and onboard comfort are very important and will be shared with the relevant teams for review.
Thank you again for taking the time to provide your feedback, and please accept my sincere apologies for the parts of your journey that did not meet expectations.
I travelled to Inverness
I travelled to Inverness which takes 11 hours. I slept on and off, the bed is comfortable there is a/c in the room and throughout the train. Good choice of breakfast food was ok. I used the sleeper lounge at Inverness and Euston the showers are good. Staff are lovely.
10 June 2026
Reply from Caledonian Sleeper
Thank you very much for taking the time to share your feedback about your journey.
We’re delighted to hear that you found the bed comfortable, the air conditioning effective, and that you were able to sleep well during your journey to Inverness. It’s also great to know that you enjoyed the breakfast selection and made use of the lounge facilities at both Inverness and London Euston, including the showers.
We’re especially pleased to hear your kind comments about our staff — we will be sure to share your feedback with the team.
Thank you again for travelling with us and for sharing your experience. We hope to welcome you on board again soon.
Staff were very friendly and the train…
Staff were very friendly and the train was clean. The lights were dimmed on departure which made having a sleep easier.
Several seats appeared to have been overbooked, including my own, which caused a bit of confusion amongst passengers, but the conductor was able to sort this out quickly. The toilet once again was blocked and couldn't be used, this seems to be a recurring theme on this journey.
8 June 2026
Reply from Caledonian Sleeper
Thank you very much for taking the time to share your feedback about your journey.
We’re really pleased to hear that you found the staff friendly, the train clean, and that the dimmed lighting on departure helped create a more comfortable environment for sleep.
However, I am very sorry to hear about the confusion caused by apparent overbooking of seats, including your own. I can appreciate how unsettling this would have been, even though I’m glad our onboard conductor was able to resolve the situation quickly.
I am also sorry to hear that the toilet was once again out of order during your journey. We understand how frustrating this would be, especially when it affects your comfort onboard, and we appreciate you highlighting that this has been an ongoing concern.
Your feedback will be shared with the relevant teams for review, particularly around seating management and onboard facilities reliability.
Thank you again for taking the time to share your experience.
wretched toilets
I am afraid that - and this is very often the case - that the toilets were disgusting, even when we boarded in Glasgow
9 June 2026
Reply from Caledonian Sleeper
Thank you for taking the time to share your feedback about your journey.
I am very sorry to hear that the condition of the toilets was unacceptable, particularly that they were in a poor state even upon boarding in Glasgow. I fully appreciate how disappointing and unpleasant this would have been, and I understand your frustration, especially given that this appears to have been a recurring issue during your experiences.
This is not the standard of cleanliness we expect onboard, and I completely recognise how this would have impacted your comfort during the journey.
Your comments will be shared with the relevant teams for urgent review, particularly in relation to cleaning standards and onboard facilities checks prior to departure.
Thank you again for taking the time to bring this to our attention, and please accept my sincere apologies for the inconvenience caused.
The train was comfortable and clean and…
The train was comfortable and clean and we left and arrived on time. The staff in the Club Car were really friendly and helpful and the Guest lounge at Euston was great. Thanks!
9 June 2026
Reply from Caledonian Sleeper
Thank you very much for your kind feedback.
We’re delighted to hear that you found your journey comfortable and clean, and that the service ran on time in both directions.
It’s especially lovely to hear your positive comments about the Club Car team and the friendly, helpful service they provided, as well as your experience in the guest lounge at London Euston. We will be sure to share your feedback with the teams.
Thank you again for taking the time to share your experience, and we hope to welcome you on board again soon.
Good service with reasonable food but…
Good service with reasonable food but rooms are tiny - if travelling with bags nearly impossible to store bags and sleep! Very good service from staff.
10 June 2026
Reply from Caledonian Sleeper
Thank you very much for taking the time to share your feedback about your journey.
We’re pleased to hear that you received good service from our team and enjoyed the food onboard.
However, we are sorry to hear that you found the rooms too small for travelling with luggage and that storage was difficult. We fully appreciate how this would impact your comfort and ability to rest, and your comments about space and practicality are noted.
Thank you again for sharing your experience. Your feedback will be passed on to the relevant teams for review as we continue to look at ways to improve onboard comfort and storage solutions.
Sleep Seats?!
My fault for not booking a cabin in time but, glory be, the chairs are not great for sleeping in.
Staff were lovely.
5 June 2026
Reply from Caledonian Sleeper
Thank you very much for taking the time to share your feedback about your journey.
We’re pleased to hear that you found our staff lovely and helpful during your journey.
However, we’re sorry to hear that the seated accommodation was not comfortable for sleeping. We understand that the sit-up seats are not the same experience as a cabin, and we appreciate your honest feedback on this.
Thank you again for sharing your experience, and we hope to welcome you on board again in the future.
Enjoyable journey
Enjoyed relaxing in the bar in the evening and fabulous waking up to a full breakfast in the buffet car as we approached London.
4 June 2026
Reply from Caledonian Sleeper
Thank you very much for your kind feedback.
We’re delighted to hear that you enjoyed relaxing in the Club Car in the evening and that you had a great experience waking up to a full breakfast as you approached London on the Caledonian Sleeper.
It’s always wonderful to hear when guests enjoy both the onboard atmosphere and the start of their day, and we’ll be sure to share your comments with the team.
Thank you for travelling with us, and we hope to welcome you on board again soon.
Exceptionally good
The service that my wife and I enjoyed during a journey from Fort William to Euston was uniformly excellent from start to finish.
David, for example, seemed to be on a mission to take every opportunity to make our lives easier and more comfortable and enjoyable. For context, I am currently recovering from major back surgery and my wife Is struggling with glioblastoma (an aggressive and incurable brain tumour). However, David’s offer of help came before he knew anything about this.
This level of service is exceptional. But that it was just the beginning.
Our heartfelt thanks go to Jane, who looked after us in the Club Lounge at Fort William. Charming, professional and delightful; friendly, interesting and easy to speak to, she is a gem.
Iain, who has been with the company for 9 years made it very clear that he loves his job.
Iain introduced us to John, a young waiter who would be very suited to a similar role at a 4 or even 5 star restaurant.
This is a great team!
It is abundantly clear that careful recruitment, thorough training and a warm culture of close teamwork is delivering excellent results.
7 June 2026
Unprompted review
Reply from Caledonian Sleeper
Thank you very much for taking the time to share such a thoughtful and generous review of your journey.
We are truly delighted to hear about the exceptional service you received from our team throughout your journey from Fort William to London Euston. It is especially heartening to know that David was able to provide such attentive and proactive support, and that this made a meaningful difference to your experience.
We are also very grateful for your kind words about Jane in the Club Lounge at Fort William, as well as Iain and John. It is wonderful to hear how positively they contributed to your journey, and your recognition of their professionalism, warmth, and enthusiasm is greatly appreciated.
Your comments are particularly meaningful given the personal circumstances you shared, and we are sincerely sorry to hear about the challenges you and your wife are facing. It is truly uplifting to know that our team were able to provide comfort and care during your journey.
We will ensure your feedback is shared with David, Jane, Iain, and John, as well as the wider team. Recognition like this is incredibly valuable and will mean a great deal to them.
Thank you again for your heartfelt message and for travelling with us. We hope to have the opportunity to welcome you both on board again in the future.
I had a very bad experience with this…
I had a very bad experience with this train. The service manager has been racist and rude. The quality also very bad. Better take trains from King’s Cross. NEVER take it!
8 June 2026
Unprompted review
Reply from Caledonian Sleeper
Thank you for taking the time to share your feedback.
I am very sorry to hear that your experience did not meet your expectations and that you felt the service you received was unacceptable. I want to reassure you that we take all feedback extremely seriously, particularly where concerns are raised about staff behaviour.
Your comments regarding the service manager and your overall experience are concerning. We would like the opportunity to fully understand what happened so this can be properly investigated in line with our internal procedures. If you are willing, please contact us at enquiry@caledoniansleeper.scot with as much detail as possible, including your journey date and booking reference.
This will allow us to look into the matter thoroughly and take any appropriate action.
Thank you again for bringing this to our attention, and please accept our apologies that your journey fell short of expectations.
No water in cabin no eggs for breakfast
12 May 2026
Reply from Caledonian Sleeper
Thank you for taking the time to leave a review.
I'm sorry to learn that your journey was affected by the lack of water in your cabin and by the unavailability of eggs at breakfast. We appreciate that both the cabin facilities and the quality and availability of our catering are important parts of the overall sleeper experience, and I'm disappointed that we fell short on this occasion.
If you have not already done so, please contact us at enquiry@sleeper.scot with your journey details. We would like the opportunity to investigate the issues you encountered and discuss appropriate compensation for the inconvenience caused.
Thank you again for bringing this to our attention. Your feedback will be shared with the relevant teams, and we hope to have the opportunity to provide you with a much better experience in the future.
Staff were great
Staff were great, friendly & helpful; the travelling experience and seeing the views was good.
Quality of the cooked breakfast was disappointing and very salty, mushrooms and 'buttery' were very chewy and no toast, and the continental breakfast was very sweet, it had a waffle that was doughy and full of sugar added to (the tasty but also sweet) compote and fruit salad. Not really a continental! A simple bread roll is far better. But the views out the window on the way up in the Cairngorms were worth breakfasting over in the club car.
The bunk room outwards was over the bogie and you felt every thud as it rolled across rail ends. Back was mid-carriage and better. Toilet in the room useful, but no point having a shower facility on a bumpy swaying train!
4 June 2026
Reply from Caledonian Sleeper
Thank you very much for taking the time to share your detailed feedback.
We are delighted to hear that you found our staff friendly and helpful, and that you enjoyed the overall travelling experience and the views, particularly through the Cairngorms. It’s always wonderful to know when the journey itself adds to the experience.
However, I am sorry to hear that the breakfast offering did not meet your expectations. Your comments regarding both the cooked and continental options, including the quality, balance of flavours, and choice of items, are very helpful and will be shared with the relevant catering team for review.
I am also sorry that your room location affected your comfort due to the movement over the bogie. We appreciate that this can make the journey feel less smooth in certain areas of the train. Your feedback regarding the shower facility and overall onboard comfort is also noted and will be passed on for consideration.
Thank you again for your balanced and constructive feedback. We are pleased that despite the issues raised, you were still able to enjoy aspects of your journey, and we hope to welcome you on board again in the future.
Excellent customer care
I'm looking forward to our upcoming journey on the Caledonian Sleeper Train. In the meantime, I am really impressed with their customer care. I was trying to change the dates I had booked so I used their chat service for assistance. Being a technophobe, I got confused and was immediately phoned by their agent, Garry, who talked me through every step to ensure that my amendments were made successfully. He was patient and helpful without being at all condescending about my obvious lack of technical ability! Thank you Garry... you are a real asset to the Caledonian Sleeper team and I'm delighted with the excellent customer service you provided.
1 June 2026
Unprompted review
Reply from Caledonian Sleeper
Thank you very much for your kind feedback.
We are delighted to hear about your positive experience with our customer care team, and especially that Garry was able to assist you so patiently and clearly while you made changes to your booking. It is wonderful to know he took the time to guide you through each step and ensured your amendments were completed successfully.
Your comments are greatly appreciated and will be shared with Garry and his managers, as I am sure he will be very pleased to receive your recognition.
Thank you again for taking the time to share your experience. We are very much looking forward to welcoming you on board for your upcoming journey.
Perfect way to travel, highly recommend
Our first time travelling on the Caledonian Sleeper and we have already rebooked for September, what an amazing experience, we travelled both from Euston and back from Inverness, the staff were wonderful, so helpful and friendly. The food and drink were very reasonably priced and great quality. The beds although small were extremely comfortable and excellent quality linen. The room service was quick and efficient with the food served hot. Would definitely recommend as a service and a bucket list ticked.
Our only negative is that the buffet carriage is too small and does not have enough tables which makes for a dash to get seated when boarding.
3 June 2026
Reply from Caledonian Sleeper
Thank you very much for your wonderful feedback.
We are delighted to hear that your first journey with the Caledonian Sleeper was such a positive experience, and even more so that you have already rebooked for September. It’s fantastic to know you enjoyed both legs of your journey between Euston and Inverness, and that our staff made such a strong impression with their helpful and friendly service.
We are also pleased that you found the food and drink to be good quality and reasonably priced, and that your room, bedding, and in-cabin service all met your expectations for comfort and efficiency. It’s lovely to hear that the experience felt like a bucket list moment for you.
Thank you as well for your constructive feedback regarding the Club Car seating capacity. We appreciate your comments about the limited space and boarding rush, and this will be shared with the relevant teams for review.
We truly appreciate you taking the time to share your experience and look forward to welcoming you back on board in September.
Great Start to Cycling Adventure by letting the Train do all the hard miles up North
Really enjoyed our overnight train journey to Inverness, the service from the on board staff was impeccable and top class, glad we had chosen twin cabins for pure luxury, very comfy beds, the breakfast was just what we needed before heading off to Pitlochry on bikes, I did have a problem with lack of water for a shower but was soon resolved by one of the staff with access to another room. Would highly recommend the trip
4 June 2026
Reply from Caledonian Sleeper
Thank you very much for your wonderful feedback.
We are delighted to hear that you thoroughly enjoyed your overnight journey to Inverness and that you found the onboard service from our team to be impeccable and top class. It’s also great to know that you were comfortable in your twin cabin and that the beds provided a good night’s sleep, followed by a breakfast that set you up well for your onward cycling trip to Pitlochry.
I am sorry to hear you initially experienced an issue with the shower water, but I am pleased this was quickly resolved by our onboard team. I will ensure your kind comments about their assistance are shared with them, as I know they will appreciate the recognition.
Thank you again for your recommendation and for taking the time to share your experience. We hope to welcome you on board again soon.
Poor lounge facilities at both ends
Poor lounge facilities at both ends. Staff at Euston again very miserable and unhelpful - and only 3 toilets is impractical
4 June 2026
Reply from Caledonian Sleeper
Thank you for taking the time to share your feedback.
I am very sorry to hear that you were disappointed with the lounge facilities at both ends of your journey, and that your experience with the Euston lounge team did not meet your expectations. This is clearly not the standard of service we aim to provide, and I appreciate how this would have affected your overall experience.
I also note your comments regarding the number of toilets available, and I understand how this could feel impractical at busy times. Your feedback on both the facilities and staffing levels has been noted and will be passed on to the relevant teams for review.
Thank you again for bringing this to our attention, and please accept our apologies for the inconvenience caused.
We were met by an extremely helpful and…
We were met by an extremely helpful and friendly receptionist at the Inverness Caledonian Lounge and wish to commend her (4th June 26). As a result we got the assistance room which gave us more space than the very cramped cabins. However the cabin was over the wheels and we had a very bumpy ride. We are currently travelling through Europe on trains vastly superior to British rail stock. Come on Caledonian Sleeper you can do better than this. Your staff are great, your trains are not.
4 June 2026
Reply from Caledonian Sleeper
Thank you for taking the time to share your feedback.
We are delighted to hear your kind comments about the receptionist in the Inverness Caledonian Lounge on 4th June. I will ensure your feedback is passed on to the team, as I know she will really appreciate the recognition.
I am also pleased that the assistance room provided you with more space and helped improve your comfort. However, I am very sorry to hear that your cabin location resulted in a particularly bumpy journey and that the overall onboard experience did not meet your expectations.
We appreciate your honest comparison and your comments regarding the rolling stock and overall comfort. While we are pleased to hear that our staff continue to provide a high level of service, we fully recognise your concerns about the onboard product itself. Your feedback will be shared with the relevant teams for review.
Thank you again for taking the time to write to us, and please accept our apologies for the aspects of your journey that fell short.
The cabin was much smaller and crampt…as above
The cabin was much smaller and crampt than I thought it would be. There were no flat surfaces in the cabin to stand cups/glasses etc. I was traveling with my sister and we could hardly both be in there together. Very underwhelmed with lounge and boarding.
3 June 2026
Reply from Caledonian Sleeper
Thank you for taking the time to share your feedback.
I am very sorry to hear that your cabin felt smaller and more cramped than expected, and that the layout made it difficult for you and your sister to comfortably share the space. I also understand your disappointment regarding the lack of suitable surfaces within the cabin for drinks and personal items.
I’m further sorry to hear that your experience with the lounge and boarding process did not meet your expectations. This is not the standard of experience we aim to provide, and your comments are appreciated and will be shared with the relevant teams for review.
Thank you again for your honest feedback, and please accept our apologies for the aspects of your journey that fell short of expectations.
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.