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“Fantastic room - service not so fantastic though”

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Hallmark Hotel Bournemouth Carlton
Ranked #36 of 66 Hotels in Bournemouth
London, United Kingdom
Level Contributor
327 reviews
37 hotel reviews
common_n_hotel_reviews_1bd8 185 helpful votes
“Fantastic room - service not so fantastic though”
Reviewed 16 October 2013

We had booked in for one night and when we saw our room wished we were going to be there longer!! The room was large with bathroom en-suite and on top of that we had a lounge area with a second toilet!!
On the downside we didn't find the staff very friendly - when we walked into Reception to check in we asked what time the swimming pool closed and were told to look on the room information card as it was written on there - would it have been too difficult to just tell us?!
The swimming pool is absolutely tiny and it was very busy as people staying in the timeshare apartments and the other Menzies hotel round the corner can all use the pool as well as Carlton Hotel residents. There is only one shower in the swimming pool area which isn't enough for the amount of people who are using the pool - we were all queuing for the shower!!
When we went into breakfast we followed the instructions on the sign and went into the cocktail bar where the member of staff looked at us if we were aliens when we asked about being seated for breakfast! We then walked into the restaurant and were seated but none of the staff were friendly at all - one (who we think was the manageress) literally pushed past us when we were making our toast as she wanted to get something - no 'please', no 'thank you' when we moved out of the way for her and a dirty look when we commented how rude she was!! There was a good selection of food for breakfast which made for a good start to the day.
Overall I would return to the hotel because of its position, its rooms and the food - the service needs to be sorted out though as Bournemouth is full of hotels and so there is plenty of choice of where to stay - we even popped into the other Menzies hotel to see what the difference was - the difference in the welcome was huge - we were greeted by an extremely friendly man who answered all our questions happily even though we had already told him we were staying round the corner. Maybe the Carlton staff could take some lesson from him!!

  • Stayed October 2013, travelled as a couple
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Helpful?
2 Thank asdas1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Traveller tips help you choose the right room.   Room tips (302)
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stratford-upon-avon
Level Contributor
24 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
Reviewed 9 October 2013

I had booked a three night break for my husband and myself in a superior room with sea view. This was to be a special break for us as i have been diagnosed with a terminal illness and wanted some quality time in a lovely hotel in a special room with sea view.
We checked in at reception nothing was said about our room so up we went in the lift, walked into the room to find we had been given a broom cupboard overlooking the car park. I was gutted. I rang reception a I was not a happy bunny and said that I had booked a superior room with sea view and why hadn't i got that. The reply was "we are busy" my reply "not good enough, I have paid for the room in question which was obviously available when I booked it" and then burst into tears with the disappointment. The receptionist said could I leave it with her and she would get back to me. A few minutes later the phone rang and another lady said "I am so sorry, if you would stay in that room for tonight as we are fully booked you can have a three dinner for two in the restaurant and we promise to give you the best available room we have in the hotel tomorrow for your last two night. We agreed to this as we didn't really have any choice. We went for the meal which was superb! The receptionist Sheila came and spoke to us and apologised again and said she would make it her responsibility that we had the best room the next day.
We had a lovely breakfast after our night in the broom cupboard and then went out for the day. On our return we were given our new room key and discovered we had been given a fabulous suite bigger than our house. TV lounge, huge bedroom with tv, bathrobes, chocolates and bottled water and large bathroom. Balcony with sun loungers and table and chairs looking out to sea. It was beautiful. Sheila rang us to make sure we were happy with it and apologised again.
Our last two nights were wonderful, the staff could not do enough for us and we were told we would not be paying for the drinks we had in the restaurant on the first night. in all honesty taking in to account the initial mess up the staff could not do enough to put it right and I must give credit to them. The hotel is lovely and the staff were really friendly and helpful although the drinks were quite expensive. Breakfast and dinner were great and i would return there in the hope the booking was right and maybe even wrong it that is what you get. Credit to Sheila on reception who was lovely.

Room Tip: if you can pay the extra for the room go for it
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  • Stayed September 2013, travelled as a couple
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Helpful?
2 Thank loubie28
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Somerset, United Kingdom
Level Contributor
48 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed 7 October 2013

A colleague and I spent a night here for business, with use of the conference room as well.
All the arrangements worked well and the hotel looked after us very well.
Bedrooms were small but clean and well presented. I couldn't open my window but there was air conditioning so it wasn't too stuffy. Dinner, breakfast, and lunch were tasty and service efficient.
The location of the hotel was good for us, we had a walk along the sea front and also into town for some fresh air. We held a series of meetings and most people found the hotel ok, although one person was confused by the name and thought we were in the hotel next door.

  • Stayed October 2013, travelled on business
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    • Cleanliness
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Helpful?
1 Thank Martin A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
2 reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 5 October 2013

So we are on our way for a weekend in Bournemouth, and the #Menziescarltoneastcliff call us at nearly 3pm whilst en route to say that as the guest staying in the room allocated to us wants to stay on, we no longer have a room. Not only that, but they then book us into a hotel without our agreement, and pay a deposit in a place that we do not want to stay in and does not accommodate our individual needs. We go to the hotel to see them face to face and nothing...... Whilst they search for rooms in Bournemouth 2 couples book in to the hotel, what the hell! When saying the alternative did not suit us we were questioned, and as my husband although young and fit and may not seem disabled is a double amputee and the hotel had steep stairs, the answer was.... But it's a luxury room, did you see it? My husband never has to discuss his amputations, and I was angered by the blatant ignorance displayed. This was a special treat for my husbands birthday ruined.... A long trip back home...

Stayed October 2013, travelled as a couple
Helpful?
9 Thank Blank2013
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC

Travellers are raving about these Bournemouth hotels

Bath, United Kingdom
Level Contributor
46 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
Reviewed 4 October 2013

Just returned from a two night break with my husband with a great deal - cream tea on arrival, three course dinner and breakfast plus use of the leisure facilities and a spa treatment each.
Absolutely brilliant from the pre-arrival assistance from receptionist Sheila, to the end if our stay. Our room was huge with a good view. The bed was comfortable and everything was very clean. The air conditioning worked as it was quite hot in the hotel. The bathroom was well equipped with plenty of clean towels, toilet paper and toiletries.
We really have to compliment the restaurant staff - their attention to detail was magnificent and they all worked extremely hard as a team to make the meal experience flow. They all seemed very pleasant and there was no member of staff that we found surly or unhelpful. The dinner menu was varied and the standard of food excellent - really meaty lamb shanks and West Country beef and delicious duckling.
Breakfast was also excellent - loads of fresh fruit, steaming porridge, fresh bread you could cut yourself and plenty of choice on the cooked breakfast front. I feel that mass catering on this scale must be difficult so we are happy to excuse slightly hard bacon. The coffee flowed and you could have as much to eat and drink as you wanted.
The pool, sauna and jacuzzi were great - open early in the morning with cheerful, pleasant staff.
The treatment massage was very relaxing and proficiently executed by Shelley and as my husband was advised not to have his treatment due to a medical condition, I had my nails done as well while my husband had another swim.
A huge thank you to The Carlton - we have not had a break together for a few years and it has been a gruelling few months for my husband while having hospital treatments. Everyone was fantastic - we were unable to name each individual staff member as we are visually challenged by age to read all the names on the badges! But many thanks to Sheila especially and all the restaurant staff.
Will definitely return because of our excellent experience and this is a good location for visiting the area.

Room Tip: A room with a sea view is well worth having.
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  • Stayed October 2013, travelled as a couple
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Helpful?
Thank Monica R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
London, England, United Kingdom
Level Contributor
5 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 29 September 2013

We have just got back and missing you all at the Carlton. Our break was so wonderful and relaxing and so special as always. Thank you all the meals were sensational and service from staff second to none. Top London Hotels cannot compete with the level of service and detail to attention the and respect all guests receive from staff at the Carlton . Our room is always spotlessly clean and so comfortable in every way as all the rooms and suites made possible by Head Housekeeper Agatta who is so sweet and kind and caring to all guests. Reception staff are all ready to assist you in every way and make each and every guest so welcome and special, Head Receptionist Kim is efficient and kind and patient always to all guests as is all reception staff. Restaurant staff serve very efficiently to make sure your meal is perfect especially Tan who was amazing and of course our lovely Justina and Arrter . They go out of their way to make your meals perfect. The Chefs Richard, Matt, Andy cook delicious meals in spotlessly clean kitchen and are award winning Chefs and cater to all tastes. The Hotel Manager Philip is the best Manager the Carlton has ever had and is important to him all guests are comfortable and happy and enjoy their stay and always meets with guests and makes them feel special and Gareth his Assistant is ready to assist and always ready to help should you need him . All staff are so amazing and make our stay just wonderful and would not stay anywhere else and have no desire to. Keep up the good work as we always appreciate everything you all do for us our family and all guests that stay at the Carlton. Missing you all cannot wait to come back. Best wishes Rochelle and Rod Lewis xx

Room Tip: All rooms very comfortable spacious and clean
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  • Stayed September 2013, travelled as a couple
    • Value
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    • Cleanliness
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Helpful?
2 Thank Roddox12
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Portsmouth, United Kingdom
Level Contributor
73 reviews
24 hotel reviews
common_n_hotel_reviews_1bd8 41 helpful votes
Reviewed 28 September 2013

My wife and I went on a one-night package giving us, cream tea, dinner, bed and breakfast plus one treatment each. As others have said all of the staff were very efficient, helpful and welcoming. We decided to have our tea on arrival as we were early. The cream tea was one of the best we have had recently. There were two very fresh good scones, a very generous helping of proper clotted cream and fine jam.
Our room had a sea-view and was of a good size. The bathroom was also reasonable with plenty of good towels and we had bathrobes as well. The bed was very large and the room was air-conditioned.The decor was a perhaps a little faded and the bathroom had a small patch of black mould in the bath-surround; otherwise the room was clean and it was quiet.
We went for a swim and found that the whole spa area needed bringing up to date, but the pool was at a pleasant temperature and the sauna was hot. We took our massages at this time and the lady on duty was excellent. We both felt she did a really good job and took her time.
Dinner was very good and the dining room pleasant. I ate from the Table D'Hote menu and my wife elected for tournado from the A La Carte. Both meals were well served, tasty and of very good quality. The wine list offered plenty of choice and was reasonably priced.
Now the disapointments; the breakfast was very poor, there was almost no fresh fruit, no yogurt, the cooked buffet was looking very tired and the croissants were rather poor. I ordered a kipper, which was freshly cooked and good. This seems such a bad mistake for a hotel to make. It is the last meal you have and tends to leave a lasting impression.
The other thing to say is that the hotel needs some repairs and smartening up. There was too much duct-tape making untidy, temporary repairs.
The Carlton is trying hard and with a bit more effort might well merit four stars above.

  • Stayed September 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Voyager042
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Hallmark Hotel Bournemouth Carlton

Property: Hallmark Hotel Bournemouth Carlton
Address: East Overcliff Drive, Bournemouth BH1 3DN, England (Formerly Menzies Carlton Hotel)
Region: United Kingdom > England > Dorset > Bournemouth
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#8 Spa Hotel in Bournemouth
#14 Luxury Hotel in Bournemouth
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Hallmark Hotel Bournemouth Carlton 4*
Number of rooms: 76
Official Description (provided by the hotel):
4 star stunning hotel on Bournemouth's cliff-top, offering traditional stylish rooms, many with sea views. Award winning restaurant, bar, indoor and outdoor swimming pools, steam room, sauna, and beauty treatment rooms. An easy walk down the zig zag path to the golden sands, and 5 minutes walk to the town centre. ... more   less 
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Also Known As:
Menzies Carlton Bournemouth
Hotel Menzies Carlton
Carlton Hotel Bournemouth

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