2/10 Terrible
Jac
Traveled with partner
Feb 10, 2025
Liked: Cleanliness
Disliked: Staff & service
We called in advance to inform the hotel that we would be checking in late, the lady on the phone left a message for the night staff.
We arrived just before midnight to see a number on the front door saying to go to the Carlton hotel or call a number for assistance. Called multiple times, no answer. Went to the hotel across the road (Carlton Hotel) to see another letter on the door to ring a mobile number. Called the number multiple times - no answer. We had to forcibly pull open a powered door that was off, to get into the hotel after being locked outside for 20 minutes in the freezing cold after a long drive at midnight. There was also another couple who were already checked in that were locked out of the hotel!
There was no staff at reception. We finally found a member of staff who apologised, stating his phone was on ‘sleep mode’ (do not disturb) so the calls didn’t come through. His number was on the front door to the hotel!
We were then told we were staying at the Carlton hotel, and had been moved from the hotel we had originally booked. ‘They move all their winter bookings to the Carlton Hotel’. We eventually got our room keys, and 2 free drink tokens as a ‘sorry’. We get to our room and find a letter stating to claim free drink vouchers at reception. So not that much of a special ‘sorry’.
The room decor was also awful. Horrible wall paper and paintings. In need of an update.
Jac
Stayed 2 nights in Feb 2025