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“Zumba Weekender Carlton Hotel”
Review of TLH Leisure Resort

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TLH Leisure Resort
Ranked #41 of 88 Hotels in Torquay
Certificate of Excellence
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
“Zumba Weekender Carlton Hotel”
Reviewed 19 January 2014

Reception Carlton Hotel

Reception

Check in was straight forward. We did have issues with our room keys where 1 of each room didn’t work and were informed they work on the computer in reception so we were told we were not using the keys correctly quite bluntly with an attitude, even after informing her that the other key worked , however after the receptionist actually tried them in the door themselves admitted there was a fault and this was left to be rectified whilst we explored and had lunch.
Remember that blaming the customer without checking first is not good customer service and reception is the first point of contact for the customer so maybe having a more cheerful and approachable person on check in would be more appropriate. Saying this the other receptionists were excellent and very helpful, think it was bad luck to have been seen by that particular one. Nightman on desk was lovely and helpful also.

Carpets in hallways in places threadbare and some masking tape to repair carpets on stairs !
Gifts in reception cabinet, very good value, some lovely little items to take home for kids etc, very cheap. Lovely glass animals very cute, some great ideas ! Very impressed with display, pat on back for the person responsible for this.

Rooms
Cleaners do an excellent job. Facilities in room, tea and coffee, specialist and decaf supplied at request, hairdryer, TV . Shower over bath.
We had 4 different rooms in our party, 3 twin rooms and a family room. The family room had a double and 2 singles. The rooms were simple but practical. Very clean and good useful furniture. Bathrooms simple and clean.
The rooms all showed signs of needing some updating, lots of large cracks, plaster blown, damp issues. The smallest of the twin rooms overlooked the front carpark and reception, which appeared to be the smoking area, so lots of noise !! The larger of the twin rooms faced the back which did not have a view of anything however was a lot quieter, room was much better in terms of condition, except the window area which had bubbled paint and damp. The bathroom in this room was very clean and much larger. All the rooms has different space/layout so think its pot luck really.

Bars
We visited Alberts Bar, excellent staff, very cheerful and bubbly lady behind bar, Excellent food, excellent prices for food.
Drinks prices what you expect for hotel , £5 for large wine, spirits cheaper, large selection of choice. Bar staff in hotel and bars excellent.

Resturaunt
Carlton was excellent, shown to same table each night, food amazing (too good), one member of our party had a special diet and the head chef was amazing, gluton and dairy free food made special menu for her and it was all excellent, we all wanted what she was having !! Breakfast was a buffet style, fruits, cereal, croissants, toast, full English and if you wished for anything else they would make you it. I would say 5* in terms of the food quality and presentation. Seriously impressed.

Pool and Spa
Didn’t use the spa as just didn’t have enough time, but reviews from other that is was up to date and décor was a lot better than the other areas. Pool area, main pool was just like in brochure, very clean and well presented, floor was a bit slippy in the pool.
Other pool and jaccuzi area, the other pool was ok but the surrounding tile area was very dirty and needs attention, tiles cracked and very neglected, the roof tiles around the jacuzzi area were stained heavily. A lot of the lockers were broken and it looked run down. Toilets by the pool smelt disgusting.
Lots of buckets laying around for catching water, presume leaking roof, suspect thats why so many roof tiles stained ?

Zumba Weekend Itself

Fun Studio Class - Held in Aztec studio, very clean and well layed out studio, Class held by Zoe. Very upbeat Zumba class, very motivating instructor. Really enjoyed this class. Bit of fun completion at end for floor work, which was good motivation.
Meet and Greet -Stated for 8pm, however everyone was still eating dinner, so more like past 9pm. Bit slow, but started with a fun quiz which was good. Then zumba music to dance to.
Saturday Activities
Zumba Masterclass - 3 different instructor did routines, fun and a good start.
Line Dancing class with Vincent - really surprised me how much fun this was, really impressed by the instructor, very funny and clear on instructions.
Strut – fun burlesque kind of workout. Lots of sexy moves and crawling on floor, probably the only class where people after watching for a few minutes decided it wasn’t for them.
Showdown Rehearsal – Serious fun, not too hard to learn, instructors very fun to work with (Paul and Helen) . Ended in performing battle, however a bit too many full rehearsals at end.
Zumba Toning- Excellent toning class
Aqua Zumba- Honestly never laughed so much, very fun, instructor (Paul) was just amazing. Kept it going whilst making it very fun, think the whole pool area was watching and laughing too. Everything hurt in a good way afterwards !
Fun Dance Class- held by the other zoe, quite a few duplicates from the friday class, but fun and energetic.
Saturday Evening – Americano theme, to start from 8om, again was well after 9 pm, welcome drink, was on a table but not handed out till later, photographer to take group/individual photos, Showcase showdown was fun, lots of cheering etc. No other entertainment except zumba tracks from the instructors from either party the same as first night, was a bit boring and finished quite early so everyone moved on to the other bar in the next hotel.

Overall excellent, great dance staff members, they work hard and make it fun, could do with more entertainment in the evenings. Usual for zumba weekends previously been on the instructors/dancers put on a showcase of dancing by there local dancers. This would have made it more entertaining.

BEST BITS - Chef was brilliant. DONT MISS - fridays zumba class, aqua zumba, line dancing.

Room Tip: Dont get a room overlooking carpark --- noisy.
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  • Stayed January 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Karen M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CarltonMgt, General Manager at TLH Leisure Resort, responded to this review, 23 January 2014
Thank you for taking the time to post your detailed review of your recent Zumba weekend. I have noted your comments regarding the team and will undertake the appropriate training to ensure this does not happen again and am grateful for your comments.

I am delighted to hear you enjoyed the food and will ensure our chef receives the praise he deserves. In response to your comments regarding buckets and stained ceiling tiles, we have indeed sprung a few leaks after the recent wet weather and are starting work on the roof and the jacuzzi area at the end of February. I do hope you will come to another weekend to see the improvements.

With regard to the classes and the entertainment, your comments have been noted and we will endeavour to have more entertainment on during the evening for future events.

It was a pleasure to hold the weekend here as everyone seemed to be having a great time so I look forward to seeing you again in the near future.
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Rating summary
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  • Sleep Quality
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  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (72)
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English first
Clevedon
Level Contributor
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 6 January 2014

We have been going to the Derwent for close on 20 years, and we have noticed that the restaurant has been in decline for a number of years now. If it wasn't for the fact that the TLH group, had such good facilities, such as the games room, the starlight room, the excellent swimming pool, we would have stopped going a number of years ago.
However saying all that, we took our family for T&T weekend at the Derwnt Friday 7th and Saturday the 8th. There was nineteen of us all together including children.
We all arrived together on the Saturday for the Christmas dinner, we were sat on 2 tables and the first table were served about half an hour before the second. And they received something closely related to a christmas dinner, a say the word closely with some reservation, there was turkey with stuffing and sprouts and roast potatoes, the rest we weren't to sure about.
When the second table was eventually served, the roast potatoes were replaced by potato crockets, so it's resemblance to a christmas dinner had completely evaporated. The waiter nor the headwaiter came over to us to explain they had run out of roast potatoes, we only found this out when we made an enquiry to our waiter, who replied, "we've run out" and shrugged his shoulders and walked off.
We complained to the head waiter on our way out. But the only reaction to this was a our waiter for the weekend was very rude at breakfast the next morning.
We complained at reception as we checked out and we wrote to the gentlemand listed as the Derwent manager.
All we wanted was an apology, we are not looking for a discount on our next visit, because we won't stay at the Derwent again.
If you are thinking of going to TLH book into the victoria, the restaurant is a lot better.
A disappointed customer.

Room Tip: Book the Victoria or the Toorak, not the Derwent
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  • Stayed December 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Jason W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
jgarside, General Manager at TLH Leisure Resort, responded to this review, 8 January 2014
Thank you for taking the time to post your review. Firstly I am sorry that you did not enjoy your stay. Your review of our restaurant is thankfully not the general view of the vast majority of our guests. I am always willing to accept that we can on very rare occasions get service standards wrong. It is also very rare that our kitchen which serves over 600+ meals a day runs out of any produce. The Head Chef who has been with us for over 20 years sends his apologies that they ran out of roast potatoes on the night in question, although an alternative was provided I accept that this was not acceptable. I can assure you that in my 8 years at the Derwent this has happened on less than a handful of occasions. It is also very rare that we receive anything but praise for our waiters. I have just been reading Decembers comment card report and the numerous reviews that have been posted on this sight for the same period at the Derwent Hotel, none of which echo your review. I am sorry that you did not enjoy your break, but assure you we remain committed to improving our product on an ongoing basis. Kindest regards
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wells
Level Contributor
12 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed 28 December 2013

Ex facilities, Food Ex. Staff Ex, and rooms refurbed. Some work still going on but not a problem.
Bottom Bar Refurbed and is ex, Would fully recommend and its the best value for money i have found anywhere.

Room Tip: Spa and polo looks ex i did not use these Bar prices are good
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  • Stayed December 2013, travelled with friends
    • Value
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    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank John K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
bath
Level Contributor
11 reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 10 December 2013

My self and my husband have just returned from a Festive weekend with 4 four friends, 2 of whom had not been to the TLH before - we had a thoroughly brilliant time out of the 3 double rooms 2 were huge family rooms and 1 was quite a small double ( but adequate) the food and service was fantastic - we stayed in the 2 star Derwent and other than some corridor carpets being a bit worn it was spotlessly clean and warm. our room was at the front of the hotel on the top floor, the road is a little noisy but not too bad.
i had a spa treatment in the Aztec and again everything about it was relaxing & clean.
1 of our firledns works for a top travel agent and she was mightily impressed.

Room Tip: if you are a light sleeper aske to be put at the abck of the hotel.
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  • Stayed December 2013, travelled as a couple
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Helpful?
1 Thank sharon l
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Torquay, United Kingdom
Level Contributor
29 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed 2 December 2013

Having purchased vouchers for my mothers christmas present and her birthday in February for a pamper session at her leisure , my mother being a full time career for my grandmother had only managed to use a few of them , On november 1st my mother was taken into hospital for a hip replacement , now feeling a little better , she wanted to go and use her vouchers for a pre christmas pamper , she contacted the spa to book an appointment , to be told by the receptionist they had no means of getting her down stairs as the don't have a lift , so consequently she was unable to use them , i mentioned to my mother i would buy them off her and use them for myself only to find they are now out of date by 4 days , we have phoned this morning to see if we can extend them , to be told by the manager of the spa NO !!!! they are 4 days out of date you have had them a year you have had plenty of time to use them , practically called my a liar and said , your mother could of used our service lift , which was never offered to her !!!!! I feel this is very bad customer service and for the sake of 4 days it would not of hurt them to extend these vouchers , i have one very upset mother now . I will not be purchasing anything from this spa again , as i feel she has not been treated with any loyalty or respect .Customer's should be aware this establishment does not respect their returning customers .

  • Stayed December 2013, travelled solo
    • Value
    • Service
Helpful?
4 Thank louissie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CarltonMgt, General Manager at TLH Leisure Resort, responded to this review, 7 December 2013
Like us, most retailers who sell gift vouchers put an expiry date on them, 12 months seems to be a general standard. We feel this gives ample opportunity to book in a treatment or spend them on site. We sell a great number of vouchers throughout the year as they make great presents and you can spend them not only on treatments but on anything on the TLH Complex.

I understand that in this instance the majority of the vouchers had been used and £14 was left to spend when they expired. The vouchers are deleted from the system after 12 months and therefore cannot be processed, so our staff were unable to authorise or override this. I am sorry if there was any confusion over information given regarding access.

We have been operating for over 50 years and pride ourselves on offering exceptional customer service throughout TLH Leisure Resort and we invest a lot of time and money into this area and have received awards for our service. If you read other reviews on trip advisor our service is always something that people love about us. We do listen to our customers and like to think that we are more approachable and flexible than national retailers who stick to rigid policies.

As a goodwill gesture I would like to offer your mother a £10 voucher towards her next treatment. If you would like to contact the Aztec Spa Reception with your details then they can send this to you.
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Bournemouth, United Kingdom
Level Contributor
4 reviews
3 hotel reviews
Reviewed 28 November 2013 via mobile

I have stayed here previously on business and have returned for a break before christmas all I need to say is exlpore their website tlh.co.uk and you will exceed your expectations. The rooms are generous in size and the attention to detail is fantastic! There is lots to do for all ages.

Stayed November 2013, travelled solo
Helpful?
Thank trippo2010
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Newport, United Kingdom
2 reviews
Reviewed 25 November 2013

Just arrived home after a weekend at the Victoria hotel with a group of 20 ladies. The reception staff were very pleasant and made you feel really welcome. The pool was lovely and although the hotel was full the pools were not crowded and they were large enough to really swim. I have stayed at other hotels where the pool looks lovely in the brochure but when you get there you realise that photos can be deceiving. This was not the case on this occasion the pool was really lovely.

The entertainment on the Saturday night was 2 comedians. I normally hate comedians and was a little disappointed when I saw the entertainment guide. I can honestly say I have not laughed so much in many years. They were brilliant!

My only criticism was on the first night our talble did not have enough vegetables served for the number of people. We did speak to the head waiter and this was rectified on the second evening. The food itself was good considering the price paid. This was never going to be 'fine dining' but you did have the option of a few courses with a supplement which our party did not feel the need to do so cannot comment. Breakfast was excellent.

We also used the bowling alley and had great fun so if the weather is not perfect there is plenty to do on site. We walked to the town and the harbour but if you have mobility problems the land train stops right outside.

I would definitely recommend this hotel to both groups like ourselves and families.

Room Tip: Had room on third floor and paid a little extra for sea view. Really nice.
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  • Stayed November 2013, travelled with friends
    • Value
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Helpful?
Thank Miaprint52
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about TLH Leisure Resort

Property: TLH Leisure Resort
Address: Belgrave Road, Torquay TQ2 5HL, England
Region: United Kingdom > England > Devon > English Riviera > Torquay
Amenities:
Bar / Lounge Fitness Centre with Gym / Workout Room Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Swimming Pool Wheelchair access
Hotel Style:
#8 Spa Hotel in Torquay
#19 Luxury Hotel in Torquay
Price Range (Based on Average Rates): ££
Hotel Class:4 star — TLH Leisure Resort 4*
Number of rooms: 431
Official Description (provided by the hotel):
This lively resort encompasses the Derwent, Victoria, Carlton & Toorak Hotels with on-site access to an extensive range of indoor and outdoor leisure facilities, together with nightly entertainment and dancing. Enjoy indoor and outdoor swimming pools, a luxury spa, gym, huge indoor games arena, daily kids club and a daily activity programme. Bowling and dancing holidays a speciality. Close to sea front and town centre, ideally placed for exploring the English Riviera and beyond. ... more   less 
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Also Known As:
Tlh Leisure Hotel Torquay
Tlh Leisure Torquay
TLH Leisure Resort Torquay, Devon

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