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“good... except for the customer service”

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Charlton Kings Hotel
Certificate of Excellence
Wales
Level Contributor
31 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
“good... except for the customer service”
Reviewed 1 June 2010

The very conveniently located hotel was clean and set in very pretty grounds. The food was simple but tasty, and in generous portions. Breakfast was excellent: plenty of choice and generous again.
The booking process was easy and the lady owner was pleasant and very accommodating with our needs for a young family. Unfortunately our early arrival was met with a frosty reception and we were asked to leave and return after 3 hours, which would have been in the middle of the christening we were attending, previously discussed whilst booking, (FYI: The Langton Pub down the road is very accommodating, and willing to provide a space to change outfits for functions, albeit the toilets!)
The welcome did not improve upon our return, and sadly we felt more like unwanted intruders in their home, than welcome and cherished guests

  • Stayed May 2010, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
Helpful?
1 Thank beakerbird
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
sdoughty, Owner at Charlton Kings Hotel, responded to this review, 31 July 2010
This family arrived at about 10.30 on a Sunday morning when reception was busy with other guests checking out from the previous night. The mention of coming back in 3 hours was (I admit) a misguided and feeble attempt at humour - but I also said "just hang on a moment." However, when I next looked up the family had disappeared. I phoned their mobile, apologised for the earlier kerfuffle and said their room would be ready in 15 minutes, but they seemed not really bothered. I don't understand their remarks about our behaviour later. See also our reply to review below ("Nice Hotel, but...").
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201 reviews from our community

Traveller rating
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    16
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See reviews for
27
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
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English first
Perth, Scotland
2 reviews
Reviewed 27 May 2010

The hotel is a small family run hotel close to Cheltenham centre.
I have been staying there for business trips and have found it to be a welcoming and relaxing hotel.
It is almost like visiting a friend rather than staying in a hotel
The garden is lovely and ideal (weather permitting) for sitting and relaxing with a good book
Rooms are individual with spacious en-suite facilities. There is a TV and tea/coffee facilities.
There is also a bar, with seating area and a conservatory and free wi-fi available

Stayed May 2010, travelled on business
Helpful?
Thank Kas_McCann
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cardiff, United Kingdom
Level Contributor
12 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 11 May 2010

We recently stayed at this hotel overnight with other family members for a family wedding.
The hotel rooms were a good size, very pleasant and very clean. However, the customer service left a lot to be desired.
We phoned in advance to see if it would be possible to check in early to get changed for the wedding - as we were travelling from home on the day of the wedding. I was suprised at the reponse from the Manager/Owner. He was quite negative and pretty much told me off for not coming to stay the night before the wedding. He implied that it would be inconvenient from the hotel's point of view to have even one room ready for us to use, but then remarked that they weren't busy and they should have rooms available. He concluded that he would try his best but wasn't "making any promises". All very confusing!
When we arrived.. we were able to check in one of the rooms early, but received a telling off by him saying "you are even earlier than you said you'd be!". (we arrived approximately 11am) We found this very off putting and quickly dissapeared into our room.

A few of the wedding guests came back for a drink in the hotel bar before we went off to the evening reception and complained that the bar wasn't very well stocked.
Breakfast the following morning was very nice. Fruit, muesli, yogurt... cooked breakfasts..unfortunately..there was no ketchup! :(

All in all a pleasant enough stay for overnight.. but room for improvement!

  • Stayed May 2010, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank hariborose
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
sdoughty, Owner at Charlton Kings Hotel, responded to this review, 31 July 2010
Most hotels let rooms from mid afternoon one day to mid morning the next day, say 3pm check-in until 11am check-out. Guests who want to check in early (or check out late) should be aware they are in effect wanting something extra for nothing. If guests want to arrive before the checkout time of departing guests then they are actually asking for quite a lot extra for nothing, and so one might expect a certain gratitude to temper any grievance. Sometimes we can provide extras for nothing, sometimes we can’t. G. K. Chesterton said the only certain way he knew to catch a train was to miss the one before: in a similar vein, the only certain way to guarantee a hotel room for 10.30 in the morning is to book in the night before. Apologies for temporarily being out of ketchup. Our bar stocks everything appropriate to a small hotel.
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oxon
Level Contributor
28 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 6 December 2009

We have just spent two nights with Lin and Stuart, and have to say it was one of the most pleasurable stays in a hotel that we have had for a long time.Everywhere was spoteless, the bed was heaven! and the food wonderful. If you are looking for a relaxing stay then look no further. Don't be put off by the 3 star award because it deserves 4 stars. We stay in a lot of hotels during the course of a year and this is the best so far for a small hotel. We normally stay at the Hatton Court just outside Cheltenham but this is now our favourite!!. We will be back. Thanks to you both for having us.

  • Stayed December 2009, travelled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank bobby18
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
sdoughty, Owner at Charlton Kings Hotel, responded to this review, 7 February 2010
It's very gratifying to get such good feedback. Thanks for taking the trouble to write a review. We look forward to welcoming this guest again sometime soon.
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Cheltenham
Level Contributor
3 reviews
Reviewed 6 September 2009

We stayed in this hotel a few years ago it was very good.

On this occasion we went for Sunday it was absolutely first class. We would highly recommend it. There were five in our group, we all agreed it was the best meal we had had in a very long time.

Stayed September 2009, travelled with family
Helpful?
Thank Mrporter
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Glasgow
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 1 March 2009

Stayed here twice, first time in January and again in Febuary. Excellent, family run establishment. Good 'cooked to order' breakfast. Very quiet location on the edge of town, so you do need your own wheels, but ample free parking right at the door. Wireless Internet access was first class. Room comfortable, heating controls responsive. Value for money - yes. Substantially cheaper than town centre hotels with poorer facilities.

  • Stayed February 2009, travelled on business
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Alastair54
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
cornwall
Level Contributor
114 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 87 helpful votes
Reviewed 17 October 2008

We didn't intend staying in Cheltenham but had been unable to find a room in any of the Cotswolds villages that we tried. We arrived around 7pm on a Friday night and they had a vacancy and were able to offer us dinner so that was our reason for staying.

We had a ground floor room at the far end of the hotel which was quiet, we were only staying one night so didn't bother with an upstairs room, although the following morning wished we had so we could have had a view of the surrounding countryside.

The whole hotel was very clean and was immaculately decorated throughout.

Just a few criticisms of the place these being that it lacked any atmosphere, the toiletries and tea making facilities appeared a little cheap looking for such a nicely presented hotel.

We had dinner, which was just ok. Melon starter and pudding were beautifully presented, but my vegetable stroganoff was very bland and extremely disappointing.

Breakfast was average, cheap jam and toast which again let it down.

Overall it was pretty standard and just a few alteration could make all the difference. We would stay there again if in the area.

  • Liked — Very clean
  • Disliked — Terrible bed
  • Stayed October 2008, travelled as a couple
    • Value
    • Check-in / front desk
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank scareyCornwall
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
snd13, owner at Charlton Kings Hotel, responded to this review, 14 January 2009
We bought the hotel in May 2008 and are improving and refurbishing throughout as time and money permit. Little surprised to read the comments about our beds in 3 posts - no one has ever complained to us verbally on this subject, and we have lots of repeat business from guests who have both the time and the inclination to complain if they wanted. Anyway, beds are on our mind! A post mentions cheap jam... We mostly use Robertson's. (Golden Shred, Dundee etc.) Not Fortnums admittedly, but not sure "cheap" is the right epithet. We prefer not to use jams etc. packed in portion-size glass jars because they seem wasteful of resources.
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Additional Information about Charlton Kings Hotel

Property: Charlton Kings Hotel
Address: London Road, Charlton Kings, Cheltenham GL52 6UU, England
Region: United Kingdom > England > Cotswolds > Cheltenham > Charlton Kings
Amenities:
Bar / Lounge Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service
Hotel Style:
Ranked #2 of 6 B&Bs / Inns in Charlton Kings
Price Range (Based on Average Rates): ££
Hotel Class:3.5 star — Charlton Kings Hotel 3.5*
Number of rooms: 14
Official Description (provided by the hotel):
We're small but sophisticated, informal but tasteful, individual but professional. We're more friendly than a corporate hotel and offer much more than a B&B. Quality and attentive service from the owners. Close to the town but also on the edge of the country. Ideal for Cotswold Way and walkers. Dogs welcome. Free Wifi. ... more   less 
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Also Known As:
Charlton Kings Hotel Cheltenham

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