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“Would've rather stayed in the back of our van”
Review of Carlton Hotel

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Carlton Hotel
Ranked #10 of 10 Hotels in Folkestone
Reviewed 21 April 2014

On arrival the 'free' car park we were supposed to use was full as too small, meaning that we had to pay for parking. The area around the outside of the hotel was dirty, with the building held up by scaffolding poles. The hotel owner was rude and they messed up our booking, telling us that we would have to stay downstairs in a room in the basement, without a tv and other various facilities. In the end they gave us a room under someone else's name. The room itself was dirty, without any heating. There was graffiti on the wall, pubic hair in the bed, beds were uncomfortable, the tv turned off constantly after 5 minutes, windows were falling apart along with the curtains and the bathroom had a toilet that wasn't fixed to the floor. The walls were so thin that we could hear the people next door. Would definitely say we wouldn't stay again.

  • Stayed: April 2014
    • Value
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6  Thank Juliehubb
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Reviewed 18 April 2014

First of all we are backpackers who have been travelling for about a year and a half mostly in hostels, so we are not at all picky and this was still among the worst experiences we've had. We stayed 4 nights - booked and paid in advance for a budget room. What they fail to mention is that the budget rooms are on the third floor and the lift only goes up to the second floor with stairs leading up to the third floor - the lift will only fit 2 people with no luggage, just myself and my backpack was a tight squeeze and I'd only fit in sideways, and it rattles and shakes the entire way up making it a rather terrifying experience. It took us about 4 trips to get ourselves and all of our luggage up to the second floor and we still had a couple of sets of stairs to go!

We arrived in our room which seemed fine at first - a bed and an en-suite with a shower - all we need (until we realised it was on a significant angle, but more on that later). Upon realising we could not bare the terrifying experience of the lift for 4 days and with my boyfriend's bad leg he could not be climbing 3 flights of stairs every day either, we decided we would have to ask reception if we could be moved to a room on a lower floor. We spoke to a young man at reception who identified himself as the new owner's son, who initially said no problem, come back a bit later and we will have it sorted out for you. We arrived an hour or so later in the day to find an older man on reception who we assume was the owner, he was extremely rude from the start and refused to listen to the reason why we needed to be moved, repeatedly telling me we booked a budget room as soon as I said we were on the 3rd floor. I had to ask multiple times just to speak to the young man we originally spoke with as I wanted to speak to someone who actually listened to what I was saying - I found the older man unnecessarily confrontational and rude which was frustrating as I was trying to be very pleasant the whole time. Eventually we discovered we would not be moving until the next day despite the fact that we arrived/requested to be moved early in the day and well before a coach arrived who would only be staying one night, so there were plenty of rooms available at the time - why not move someone who would only be staying one night and had not arrived yet? It's a shame as we got a strong impression that the younger gentleman wanted to help and have us moved but the older gentleman was putting a stop to it.

Then came time to sleep - when we discovered that the bed was on a significant angle (about 7 degrees according to the level on my iphone) with the head of the bed considerably lower than the foot - which I am sure is the reason that we both woke up with pounding headaches in the morning that did not subside until we were up and moving around for an hour or so. In fact the majority of the hotel is slanted in different directions.

We checked with reception a few times the next morning to see when we could be moved and they never gave a time (even when we were at reception when the couple leaving the room we would be moved into checking out) until we were out for the day and I received 3 missed calls around 1:30pm in quick succession and voice mails asking up to come back and change rooms as soon as possible - luckily we were on our way back anyway to check with reception once again, but this definitely gives the impression that everything at the Carlton revolves around the hotel's convenience and not the guests.

It is a shame that we had such a terrible experience with the owners and the first room we were in (there were a couple of reception staff who were lovely, but unfortunately unable to do anything but take the owner's direction on the matter). The second room we were given was fine, and honestly very similar to the first "budget room" despite the severe angle of the floor and bed. Note that bathrooms in both rooms had locks or even doorknobs - we weren't bothered but some people may be.

Breakfast was disorganized and I had to wait in excess of 15 minutes for clean bowls and/or cups each morning, there were many free tables every morning yet it was difficult to find one that was not littered with dirty dishes and leftover food, and when we did the tables around us were not cleared for the duration of our breakfast. The food itself was fine.

When we stayed at the Carlton we knew we would be returning to Folkestone for 5 nights less than 3 weeks later and before leaving the Carton we made sure to make a booking at another nearby hotel to ensure we did not have to stay here again - a note for The Carlton: you've already lost business due to bad customer service, I'm sure this wasn't the first time and if you don't make a change I'm sure this wont be the last time.

The only redeeming quality of this hotel was the location - but then again quite a few Folkestone hotels are in a good location.

There are other budget-friendly accommodation options in the area, I highly suggest you look elsewhere.

  • Stayed: April 2014, travelled as a couple
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4  Thank Amanda4273
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 15 April 2014

We would never ever stay here again. The "owner" was very rude demanded we pay straight away. The scruffy (wasn't impressed with his attire, track suit bottoms & slippers, not a professional impression) young receptionist was Not helpful when we asked where we could eat in the evening as the the hotel did not serve evening meals. The room was clean but it did smell bad, rotten drains may be? Walls were very thin, could hear everything that was going on in the room next door. Came down to reception in the morning, no lights were on. Door to bar and lounge was locked so couldn't sit in either room before breakfast. Breakfast was poor and very cold. Don't think a qualified chef could have cooked this breakfast, may be the owner had cooked it, terrible. DO NOT WASTE YOUR MONEY, stay else where

  • Stayed: March 2014, travelled as a couple
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4  Thank 075ralphie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 10 April 2014 via mobile

So we stayed for just one night...thank god! There was loads of work happening to the hotel when we arrived, slightly off putting.

As we entered the hotel we were greeted by the "owner".

We had booked the hotel through booking.com, when we booked online we had to pay the amount that the rooms cost which was £65 for two basic doubles.

The "owner" said welcome to the hotel you have got two double rooms resevered, how are you going to pay? Cash or Card?

We explained that we had already paid via booking.com

He with out even questioning it said "No you haven't" quiet abruptly. Rude in my eyes.

After back and forth disagreements arguing the fact we had paid and actually having to get our online bank statment up to prove that we had and sure enough clear as day there it was CARLTONhotel - £65.

His reply "oh we must see to this, but here are your keys have a good stay"

Well thank you?

They were very persistent with the fact "we haven't paid" my thought is that they maybe trying to con people out of more money. The fact they did not apologise straight away or even acknowledge their rude mistake, made us think they knew exactly what was happening.

If you had no way to prove you had paid they probably wouldn't have allowed you to stay in the hotel, and to stay in the hotel they would want you to pay again which would meaning paying twice.

After this commotion, it was hardly worth the hassle because the room was nowhere near the standard described. Our two rooms were next to each other, and didn't we know it! The walls were so thin we could hear each other stirring our cups of tea and sneezing?! Not to mention the 2inch gap in which we could see into the other room. Privacy was limited! The floors were uneven and it felt like we were on a boat, the shower drizzled like a watering can and hot water was sparce.

It's one of those places that's always described as 'you get what you pay for'.

Stayed: April 2014, travelled with friends
3  Thank KentCoffeeCritic
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 8 April 2014

We booked the carlton hotel folkestone for my aunt we paid agoda by card for 4nights ,when she got to the Carlton they told her she was not booked in they said she could stay in there sister hotel so they took my aunt there she booked in fine . But she was told she had to pay £120 when I told them we had already paid agoda we were told the card payment was only a booking reservation
When card statement came in the money had been taken out I have emailed agoda 2days ago with no reply will not use agoda again ron

Room Tip: If you book with agoda make sure you do not pay twice
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  • Stayed: March 2014, travelled solo
    • Service
3  Thank Ron K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
A Holiday Lettings verified reviewer
London, United Kingdom
23
Reviewed 8 April 2014

Room Tip: Definitely the place if oyu are on a budget, no where else nearby comes near for the price. Quieter...
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  • Stayed: April 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
5  Thank A Holiday Lettings verified reviewer
This review is the subjective opinion of an individual traveller and not of TripAdvisor LLC nor of its partners.
Reviewed 5 April 2014

Stayed in hotel with a coach tour 31st March- 4th April.
After reading several of the comments posted here I was dubious.
The price I paid for half board (breakfast, evening meal), transfers, excursions including channel tunnel crossing was extremely cheap therefore I had no big expectations.
I was pleasantly surprised. My room in the 3rd floor attic (no view a skylight window)had a shower en suite, separate toilet and wash basin, a double bed, double wardrobe, dresser and functional bedside table, electric kettle, half a dozen coffee sachets, half a dozen tea bags, sugar and milk were provided plus a TV.
The lack of view was not important as I was only using the room to shower and sleep.
More importantly the sheets, pillows, pillow cases and thick towels were pristine white.
Rooms were serviced on a daily basis and used towels and bath mat
were changed.
Breakfast was the standard of a good 3 or 4 star hotel. The Orange juice was very good, cereals ie cornflakes, rice crispies etc were brand names, milk was excellent and all were on a help yourself basis. The cooked breakfasts again were excellent quality and plentiful,extra toast if required (wholemeal or white) was served rapidly with a smile. Plus you could have as much tea and coffee as you wanted. Wait staff were amazing. I'm not a fan of the full English and requested scrambled eggs and bacon. They were so good I reordered on a daily basis.
Dinner was a waitress served choice from 3 starters, 3 mains (meat, fish, vegetarian) 3 puddings (one of which was homemade) or cheese and biscuits followed by tea or coffee.
The quality of the food provided was excellent, portions were large and menus were varied.
The crockery, glasses, etc were immaculate.
The hotel an old Victorian house is being renovated at the moment. Due to it being such an age the lift which serves two floors is tiny and can only accommodate 2 people with normal luggage. This said, the hotel is perfectly situated on the Leas where the view over the channel is amazing. Plus for shopaholics exit the hotel turn right and right again and you are in the start of the town without any hills to climb.
The bar charges the same prices as my local British Legion club.
We had entertainment provided on three nights, singers who were good.
There is also a free car park at the rear of the hotel and free fast wifi in the bar and lounge. For wifi just ask reception for the password.
All the hotel staff are commendable and have a good client/work ethic.
So, if you are looking for a hotel that is being renovated and provides excellent food quality and service, clean bedding and towels, loads of hot water and cheerful helpful staff then this is for you. If you want to pay cheap rates and expect luxurious rooms stay away.

Stayed: April 2014, travelled solo
6  Thank Norah R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Carlton Hotel

Address: 16/19 The Leas, Folkestone CT20 2DU, England
Region: United Kingdom > England > Kent > Folkestone
Amenities:
Bar / Lounge Beach Free Parking Restaurant Wheelchair access
Hotel Style:
Ranked #10 of 10 Hotels in Folkestone
Price Range: £21 - £54 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Carlton Hotel 3*
Number of rooms: 69
Official Description (provided by the hotel):
The property is 2 minutes walk from the beach. Situated just 10 minutes drive from the Channel Tunnel Terminal, this traditional sea-facing hotel is situated on The Leas, Folkestone's cliff-top promenade. With free parking and free Wi-Fi throughout, it is a 15 minute drive from Dover's Port, and 30 min from Canterbury city center. The hotel is open 24/7 and daily housekeeping is provided. Some of bedrooms at The Carlton have good sea views overlooking France, and all are en suite and comfortable. All rooms feature a TV, heating and tea/coffee making facilities. Guests can relax in the cosy surroundings of the Leas Lounge Bar, which overlooks the beautiful landscape of Folkestone and the English Channel. Carlton Hotel is about 200 yards from Leas Cliff Hall theatre, and about 500 yards from the town centre. ... more   less 
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Also Known As:
Carlton Hotel Folkestone, Kent

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