Comfortable room.

Liked: Very good, friendly service.

Lovely friendly hotel

Liked: The staff were very friendly and accommodating. They were nice enough to fill up my daughters bottle with milk each evening before she went to bed. Always welcoming us to the hotel with a smile and friendly chat.
Disliked: There was mouldy bread in the breakfast buffet two days in a row even though we had told them about it on the first day.

Best Western standards have slipped

Liked: Location central for town and entertainment. Breakfast was fine, reception and restaurant staff were friendly and pleasant.
Disliked: Did not like the fact that we had to go back to reception to ask for shower gel and shampoo as there was none in the room. We were told that there should be a dispenser on the wall in bathroom which there wasn?t. We were given 2 small shower gels to last the 3 days and dispenser was not replaced. Bathroom not cleaned as soap still caked on soap holder over bath. Skirting boards in need of attention/ dirtyWe visited the restaurant for an evening meal, and were extremely disappointed with the standard of the meal. The starter was very poor and main main was even worse. We ordered fish and chips and were given a cheap version of frozen fish similar to that bought from a supermarket, definitely not what you expect from a Best Western Hotel. When we complained, a manager came out to speak to us. He informed us that some of the food arrives part prepared and offered to replace the meal with something else, which turned out to be another substandard microwaved meal. We were informed by a member of staff that someone from head office was cooking the meals because they had no chef, which is shocking that Best Western are prepared to do that.

Exceptional

The hotel did the job...

Liked: Staff very nice. Bar area was adequate and clean. Breakfast was hot and plenty of it.
Disliked: Bathroom very tired. Cracked tiles everywhere. Shower unit needs replacing . Room was very hot and the hotel heating was on in 75 deg of heat!! Room had no net curtains so had to be dressed to open blackout curtains. Main dining room windows filthy. A view of the sea spoilt. It?s obvious they not been cleaned for a long time. Now is the time to try to get as many customers as possible and this hotel doesn?t hit the mark. Get the little things sorted

Good

Very good

Exceptional

2 night stay

Liked: Location
Disliked: Before we checked in there was a slight issue with our booking, I accidentally booked for 1 person instead of 2, i rang up the hotel to change this as it states in my confirmation that my room has a max capacity of 2 people able to stay in the room including breakfast, after multiple phone calls they rang up saying "good news you can add a extra person but you will have to pay £18 for breakfast for the extra person" to which i disagreed with, the male member of staff said he wasn't able to help but another member of staff would ring me back(which they never did) so I decided to ring booking.com which they managed to sort my issue out for me. On arriving at the hotel to check in I was again asked for the £18 for breakfast, I explained the situation and showed them my new confirmation that my room was for 2 people including breakfast, the lady on the front desk said she couldn't authorise it and would need to speak to the manager, so i went to my room for a while and on return later on she still hadn't spoken to manager and I would have to wait til later. On return from going out for a meal, i was told it had been sorted. On checking out after 2 nights i was asked again for the £18 so i had to explain again to a new member of staff the situation as it hadn't been adjusted on the system.So overall my experience at carlton was average, I feel the communication between staff was quite poor and the result of this I had to keep repeating the situation to multiple staff.The room is in need of some tlc, there's stains on the carpet and the bed was scruffy looking.There's also a step that leads into the bathroom which could cause someone to trip up.The hot buffet breakfast had a limited choice only bacon, sausage, scrambled eggs, hash brown, beans which on both mornings we had to wait for items to be cooked.PositivesLocation was good, tram stop was right outside.Sea view from room/hotel

Exceptional