we thoroughly enjoyed our stay! the food was fab and the spa was amazing! would definately recommend to friends and family and already planning a return visit!More
we thoroughly enjoyed our stay! the food was fab and the spa was amazing! would definately recommend to friends and family and already planning a return visit!MoreShow less
Thank you for taking the time to post your review and I am glad you enjoyed your break and you will be returning to us again.
It is very rare to see any review posting negative feedback about our team as we focus on customer service as one of our core objectives. We are proud to say that we have just been awarded a National Training Award for our standards of customer service and training. If there was any particular incident with a member of the waiting team you would like to discuss, please feel free to contact me directly at the Hotel.
After a colleague told me about the facilities available in this particular hotel me and my colleague jumped at the chance to stay over on a recent 3 night business stay in Torquay. Being a experienced bowler I took full advantage of the fantastic in door green with which I can only praise. The service in the restaurant/reception and my room were also first class. As well as the bowling I had learned that the hotel had a fantastic swimming pool and a small but good quality gym which after seeing briefly the night before was really looking forward to relaxing in. On my second day I headed down to the pool and gym (quite a maze and poorly signed) as I arrived at the reception it took me around 5-10 minutes to get noticed while the receptionists openly chatted on the far side, one even glanced at me on more than one occasion but still left me and another frustrated guest waiting. When I finally got attended to I found out that the gym had a £4 charge, which I had no qualms with but when I went into the gym I found it poorly lit, no music, half the machines were out of order and to top it off when I asked the reception if someone could show me how to use the machines I was told quite frankly that there were no gym staff available and I could sign up for am induction in 3 hours time. Obviously I was not willing to stay in the gym for 3 hours! So I had paid £4 and not been able to use any machines, until a friendly local fellow set me up on a crosstraining station. He also let me know that it was a regular occurrence and it is almost impossible to get a member of staff to help even though they charge a premium price for the area. After I had been in the gym I headed to the fantastic pool I had seen through the window the night before. Once I came out of the very dingy smelly changing rooms I realised that seeing the pool close up was rather different than from 10 feet above. The main pool was fantastic but the area around the pool was very tatty with many tiles missing and very dirty looking showers and tiles. The smaller pool was also very nice once in the water but the poolside was also very dirty looking and even rusty drain covers in places. The brochure had also mentioned a luxury steam room, sauna and whirlpool jacuzzi which could not have been further from the truth! all three looked at the very least 20 years old and far from luxury! They were all small, broken in places and looked quite dangerous! All in all it wasn't a bad experience I just felt a little let down by the leisure facilities.
Thank you for taking the time to review your stay and I am pleased that overall you enjoyed the Hotel, service and Bowling facilities we offer.
I was disappointed to read your feedback on our Pool and gym facilities and apologise if you felt let down by them.
As you mention the Aztec Gym is a great facility with state of the art fitness equipment. We carry out weekly tests on the machines to ensure they are working and any faults are reported to the equipment contractors. I have had a look today at all the equipment and cannot see any current faults, however, if you would like to contact me at the hotel with any specific details I will look into this.
The Gym has over 1300 members plus hotel guests and during busy operational times the staff are not always available for walk in inductions. The team try very hard to accommodate requests at short notice, but during busy times with life guarding and pre booked inductions this is not always possible. I am sorry about this not being available for you and the way in which it was handled.
We want to provide our guests with the best facilities and service and we are continually investing into the leisure area. So far this year we have upgraded the outdoor pool area, re fit the sauna with new wood seating and re decorated the Aztec pool areas and Jacuzzi. This week we are currently re grouting our shower areas and repairing the tiles you highlighted in your report. I hope this reassures you that when things do break or are damaged we do take action to rectify them as soon as possible.
We ask all our guests to complete a comment card and behind staff service and food the leisure facilities is ranked one of the best things about TLH.
I apologise once again for your disappointment and assure you that we always listen to our guest feedback and take action to continuously improve what we offer.
I hope you will visit us again in the future, if you would like to discuss any matter further with me please do not hesitate to contact me at the Hotel.
We were lucky enough to stay in an apartment which was and very clean and comfortable all of the staff were very helpful and made us feel welcome. The food was good both in choice and quality, i would not hesitate recomending this group of hotels
Thank you for your review of your stay at the Carlton Hotel and your recommendation.
The self-catering apartments we have at the Carlton are a great alternative choice of accommodation and give you the flexibility to take meals in the Restaurant and still use all of the great facilities.
We look forward to welcoming you again.
Dancing friends had told us about the THL chain and recommended the chain. My husband and I booked for the beginners Argentine tango 3 night in Feb 2011 (only booked 2 weeks prior to event). We went on our own and this was our first dancing weekend and only 3rd time away without children! I will definitely book with this Hotel chain again. We stayed at the 3* Carlton Hotel.
Good clean accommodation, staff at the restaurant excellent and very helpful and friendly. Hotel not too far from sea front, great for walking and visting other places nearby.
Excellent value, as BB & EM, all tution all included - lovely ballroom, use of all the facilities / entertainment within the hotel chain.
We had superb teachers Fernando Guidi and Elaine. We both loved the lessons and the music. We met some really lovely people at this event, most had ballroom background (we were Salsa) but all were beginners to argentine tango.
The dancing involved 2 hrs tution every morning after breakfast (10 -12), practice session for 1hr before the evening meal and then recap and more practice form 8.30-11.30pm.
My only complaint was the hotel would not send me the itinerary for the weekend unless I booked but I contacted Fernado via email and he sent me the itinerary - I needed to see what I was paying for and timings etc.
Thank you for your review of you dance break at the Carlton Hotel and Spa.
The Learn to Argentine Tango weekend was a great success and great value. The instructors were excellent and the feedback from participants was very positive and I am pleased to say it will run again next February over the Valentines weekend. A great romantic break with a partner.
You are correct in highlighting the issue with the itinerary and I will ensure that on future learn to dance holiday this is made available on our website and on request.
Thank you once again for your great comments and we look forward to welcoming you again soon.
We went to Torquay to visit family & also to take our 3yr old to see the Fireman Sam at the Princess Theatre by the harbour. We already knew of the Carlton Hotel & stayed there before but about 6yrs ago. we enjoyed it then & really enjoyed this time aswell. The room was great nice & spacious, double & a single with a sofabed aswell. Very clean, although a bit noisey from road traffic as situated on the front of the hotel. The staff were excellent, very polite & accommadating. The facilities of the whole complex were fab, our 3yr old really enjoyed swimming & down in the arcade, where they have a soft play facility (struggled to get him to leave!). If we go down to Torquay again we are definately gonna stay there again. First class!! (Wish we had longer so I could of used the spa - next time I will!)
Thank you for your review and the 5 star overall rating!
I am so glad you enjoyed your stay and happy to read that you will definitely choose to stay with us again on your next visit to Torquay. Hopefully next time you can take advantage of our great Elemis Spa and indoor Health and Leisure facilities.
Our 4th trip to tlh but first staying at the Carlton which I have to say is a very comfortable hotel. We had a Riveria Front family room for 5 and it was very spacious and clean with a great view of the Sea. The facilities as usual were great and most of our time was spent in the Aztec pool (my only complaint is that we had to pay £1.00 per swimming towel which I felt as a hotel guset should have been provided free of charge).
The hotel restaurant was of better standard than the victoria where we stayed previously and our children were able to choose from the main menu which was good as they get fed up with the chicken nuggets usually on offer, and their portions were almost the same size as the adults which was great for growing boys! the waitress was very attentive and good with the children (only complaint was the time it took the wine waiter to get to the table for us to place a drinks order.
Breakfast offered us a great selection for everyone and we had lunch in the Albert bar which was good value for money under £6.00 for a main meal!
The children love the Toby club just a shame that they only take kids upto 9 years as we were left with one child to entertain!
Lovely break and we will return most deffinately to the Carlton Hotel!
Thank you for taking the time to review your half term break at the Carlton Hotel.
It is great for me to read such positive feedback about the facilities and service we offer our guests, not only adults but also the whole family. I will ensure my team read your feedback.
We look forward to welcoming you and your family again in the future.