The last weekend of January 2025 was set to be an exclusive showcase event for Rocco Forte Hotels at The Balmoral in Edinburgh.
The event, strategically scheduled to coincide with Burns Night, was an opportunity for event planners from across the UK, Europe, and the US to come together to learn, network, experience the luxury and hospitality of the Rocco Forte brand and get a taste of what Edinburgh has to offer.
However, as Storm Eowyn descended with fierce winds and travel disruptions, the showcase quickly became a masterclass in event crisis management.
As the week leading up to the event unfolded, ominous weather warnings escalated, culminating in a red alert by Thursday. Stephen Walker, General Manager of The Balmoral, recalls the pivotal moment when reality set in: “We had a yellow weather warning early in the week, but we’re used to those in Edinburgh. It wasn’t until the red warning that we knew we had to act fast.”
By Friday, the situation had escalated, forcing the event team to think fast and pivot plans in real time. “Cancelling was never an option. We had to work quickly and creatively to ensure that our guests still had an exceptional experience despite the challenges.”
Contingency plans
The team pivoted swiftly, orchestrating a series of contingency plans. Originally, the showcase event was to include an Italian-themed welcome dinner on Friday night at a nearby gallery, however, when the gallery announced its closure at midday on Thursday, the team at The Balmoral created an Italian-themed menu, served in the hotel’s Brasserie Prince.
The famed Burns Supper on Saturday, a highlight of the weekend, was moved from the grand ballroom to the more intimate Holyrood Suite, creating a warm, communal atmosphere that guests embraced.
The itinerary on Saturday had to be shuffled, with activities moved to the morning to accommodate late arrivals and excursions consolidated to just one activity. Despite many venue closures, Winton Castle proceeded with its tour, even managing to host guests by candlelight due to power outages—a unique touch that added to the weekend’s unforgettable atmosphere.
The team also had to grapple with a rapidly fluctuating guest count: originally planned for over 70 attendees, numbers dwindled to 26 by Friday night, only to rise again as determined guests found alternate routes to Edinburgh.
The UK delegation faced train cancellations, European guests scrambled to reschedule flights, and American visitors endured an odyssey from Rome to Edinburgh via multiple connections and an unexpected road journey from Newcastle.
Charla Forinton, Director of Global Sales – Groups, recounts the pressure: “At one point on Saturday morning, I thought, ‘I’ve got almost everyone here,’ and then one by one, flights kept getting cancelled. It was like a domino effect, and we had to keep adjusting. What stood out most was how the team remained composed under pressure—there was no panic, just swift action to ensure guests had an unforgettable experience.”
Despite the setbacks, the event was a success thanks to the sheer determination and teamwork of the Rocco Forte team and The Balmoral staff. Housekeeping and operational staff stayed overnight to guarantee seamless service, taxis were arranged to transport employees when public transit shut down, and last-minute programming adjustments ensured guests received a rich and rewarding experience.
Successful outcome
From a business perspective, the storm unexpectedly reinforced Rocco Forte Hotels’ reputation for resilience and dedication to guest experience. Claire Gardner, Managing Director of Eventful, summed it up: “Even with Storm Eowyn putting on quite a show outside, the hotel passed with flying colours. Their seamless handling of the unexpected truly impressed me, demonstrating a level of service that makes me confident in placing future events with them, or indeed any Rocco Forte property.”
Hannah Kelly, Vice President & Head of Meetings Management and Life Sciences at BCD Meetings & Events, was also impressed, especially with how the team remained so calm considering they had to redesign the entire weekend. “What stood out to me was the creative ways we experienced other RF properties, for example The Charles Hotel, Munich team created a drink reception with images/video, unique cocktails from the hotel and the bowler hats to wear was a brilliant idea. The agenda was also perfectly balanced learning about the hotel group but also a window into Human Sustainability and AI.”
The highlight of the weekend was the Burns Supper, and guests embraced the full cultural experience, donning tartan kilts and sashes, and revelling in an evening of camaraderie that made all the hurdles worth overcoming. “The Burns Supper was truly spectacular and the best Burns Night I have been to,” said Kelly.
Reflecting on the experience, Walker said: “You can’t plan for the weather, but you can plan for adaptability. What impressed our guests most wasn’t just our ability to pivot, but the fact that every adjustment still delivered a luxury experience.”
Forinton added: “Clients told us they wouldn’t have known this wasn’t the original plan. The flexibility, calmness, and problem-solving of the team solidified their confidence in our ability to handle any situation.”