Nestled in the west end of Edinburgh’s busy city centre, The Bonham Hotel boasts a storied history and a unique approach to boutique hospitality.

During a visit to the Scottish capital, the Independent Hotel Show had the opportunity to sit down with General Manager Douglas Campbell to discuss the hotel’s distinctive offering and its role within Edinburgh’s thriving hospitality scene.

A boutique hotel with a varied history

The Bonham is a 49-bedroom boutique property, privately owned by an American family, and has been open since 1998. The hotel occupies a striking Victorian building, originally constructed in the 1870s as three private townhouses. Over the years, it has seen various incarnations, including time as a hospital, a maternity clinic, and even student accommodation.

In its current form, The Bonham exemplifies a modern interpretation of its historic roots.

Campbell notes: “When The Bonham opened, it was one of Edinburgh’s first boutique hotels, with very contemporary interiors—lots of neon lights and bright colours. In 2019, we undertook a major renovation to align the interiors with the building’s Victorian heritage. The owner’s vision was to reflect the building’s period character without becoming overly chintzy or stereotypically ‘Scottish.’”

Defining a luxury hospitality experience

Campbell reflects on what truly sets a luxury hotel apart. “Once the hard elements are in place, it’s the experience that matters. Guests’ expectations are higher now; they expect things like espresso machines, free Wi-Fi, and complimentary snacks as standard. But what really makes the difference is the ‘soft stuff’—the people.”

This focus on human connection defines The Bonham’s approach.

“We’re about approachable luxury,” Campbell explains. “Guests are paying a lot to stay here, but they also want friendliness and a relaxed atmosphere. For us, it’s all about the individuality and personality of our team, which is reflected in guest feedback.”

Recruitment challenges and opportunities

Recruitment and retention are critical in Edinburgh’s bustling hospitality market, and like many hotel businesses The Bonham has weathered challenges posed by Brexit and COVID-19.

“We’ve been fortunate to have a steady, solid team, especially in supervisory and management roles,” Campbell shares. “When recruiting we look for personality; we can train for skill. Reception, for example, is a demanding role where staff need to be tour guides, problem solvers, and maintenance experts all in one, but you also need that spark. Someone may never have worked in hospitality before, but if they've got the right attitude and the right personality, they can be brilliant.”

While the team benefits from Edinburgh’s diverse international community, Campbell acknowledges the need to attract local talent.

“We get a lot of international students who can work 20 hours a week in term time,” he explains. “It's great because it gives a real mixed feel to the property. For the guests coming in, they've got somebody that can speak their language most of the time. That's a nice thing to be able to do, but it's also great to be able to recruit Scottish staff.

“Hospitality is still seen by many as a casual job rather than a career. But this is an industry where, by the age of 25, you could manage 100 people in a multifaceted property on a great salary. How many industries can offer that?”

The introduction of the Transient Visitor Levy

One of the most significant developments in Edinburgh’s tourism landscape is the upcoming Transient Visitor Levy (TVL).

“We’re behind the introduction, but we want the introduction to be right, says Campbell. “We want it to be correctly introduced and sensibly used. The million-dollar question is what the money will be spent on. The legislation is quite strict and has strict guidelines on spending. The main function of the TVL is to improve the visitor experience. It’s not to spend money on things that money should be spent on anyway.

“We've been very involved in the introduction, very involved in the whole process and the council have been in listening mode. There have been two people who have been very involved with us at the Edinburgh Hotels Association (EHA) discussing the introduction and the proposal for the structure. It’s now at public consultation stage and the council will agree parameters in January. Then there will be an 18-month implementation period, and the first money will be raised in July 2026. It is a long process but we have to get it right.”

One of the challenges of the introduction of the TVL is that it will be incorporated into the full room price, rather than an additional tax for guests on arrival as is the case in some European cities.

“The price you see is the price you pay,” Campbell explains. “It will not be added to the price. The tax regime in the UK dictates that you can’t do that because it’s seen as slightly underhand if guests aren't aware when booking. As hoteliers, when we’re setting a price for July 2026, we essentially need to add 5% to that.

“There is some cost recovery for hotels or for accommodation providers included in the consultation. It’s not agreed yet but would be between 1.5 and 2.5% of the charge. Booking.com don’t charge commission on tourist levees so they would remove it from the room rate before charging hotels commission. All the online travel agencies (OTAs) are well used to dealing with tourist levees because there are hundreds of cities all over the world that already have these kinds of things in place.”

A thriving hospitality scene

Edinburgh remains a vibrant and competitive market. “It’s not easy to enter because of limited development space, but the city is thriving,” Campbell observes. The Bonham continues to evolve alongside major developments such as the Jenners transformation and new events at Murrayfield Stadium.

Reflecting on his 30-year career, Campbell concludes: “Hospitality is incredibly diverse. There’s a role for everyone, whether you want to work in operations, revenue management, or events. It’s a career where you can grow quickly and enjoy a dynamic, fulfilling path.”

For those considering entering the industry, his message is clear: “It’s a fantastic career with endless opportunities. And at its heart, it’s about people and creating experiences that guests will treasure.”

Find out more about The Bonham at thebonham.com. To keep up to date with all the latest industry news, interviews and insights, subscribe to the Independent Hotel Show newsletter.