We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.
We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“Great but Tired Hotel Complex” 3 of 5 stars
Review of TLH Carlton Hotel

Best prices for your stay
Enter dates for best prices
Check In mm/dd/yyyy Check Out mm/dd/yyyy
Show Prices
Compare best prices from top travel sites
and 4 more sites!
Save
You added TLH Carlton Hotel to your Saves list
TLH Carlton Hotel
3.0 of 5 Hotel   |   Falkland Road, Torquay TQ2 5JJ, England   |  
Hotel amenities
Ranked #27 of 94 Hotels in Torquay
Certificate of Excellence 2014
Milton Keynes, United Kingdom
Top Contributor
116 reviews 116 reviews
69 hotel reviews
Reviews in 72 cities Reviews in 72 cities
89 helpful votes 89 helpful votes
“Great but Tired Hotel Complex”
3 of 5 stars Reviewed May 20, 2013

We booked an apartment at the Carlton, which is a part of a four Hotel Complex that circle around the Aztec Complex. After a professional check in, we went in search of our apartment along corridors with pealing wallpaper and marked paintwork to reach our two bedroom accommodation. The rooms were in better order than the Hotel hallway's, but still a little basic, although the Kitchen was well equipped with a Fridge, Cooker, Microwave, etc.

The position above the Riviera International Complex was good for Restaurants and Bars but a long walk from the centre of Torquay (approximately 25 to 30 minutes at a reasonable pace). However, the complex seems to have most things on site from Ten Pin Bowling to Tennis and Swimming with both Indoor and Outdoor Pools available. There is also a full entertainment programme and Bars available in each of the Hotels along with the Aztec Centre.

Breakfast is not included in the Self Catering Apartments and need to be booked if required. When we attended, service was very good with a good variety of both Hot and Cold Food.

This was not the most comfortable of Hotels but the room prices were reasonable and the facilities brilliant.

  • Stayed May 2013, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CarltonMgt, General Manager at TLH Carlton Hotel, responded to this review, May 25, 2013
Thank you for posting your review and giving a balanced picture of your experience.
I agree that the corridor on the way to the apartments is in need of redecorating and I am pleased to say this is scheduled to be updated along with our main reception.

A lot of work has already happened in the apartments and the bedrooms are next on the list to upgrade, however I think overall they are good value for money accommodation.

I am pleased you enjoyed the hotel food and extensive leisure facilities which are a great unique asset.

We hope to welcome you again when hopefully you will see the continued improvements we are making to the hotel.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Write a Review

416 reviews from our community

Traveler rating
    195
    173
    35
    9
    4
See reviews for
165
85
6
8
Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (102)
Date | Rating
  • English first
  • French first
  • German first
  • Any
English first
UK
2 reviews
Reviews in 2 cities Reviews in 2 cities
2 of 5 stars Reviewed May 19, 2013

I'm still supposed to be booked into this hotel, yet am sitting at home writing this which pretty much says it all. We left a night early.

We'd booked into a "D"-type apartment in the Carlton Hotel, somewhere to hopefully give us room for the children to move around, allow us the freedom to eat in our room and provide a great base to explore Torquay and the surrounding area.

Location: The hotel is in a good location, close to the sea and only a few minutes drive from the centre of Torquay.

Parking: Free, but often very busy. Spaces incredibly narrow for even a regular-sized car.

Check-in: Friendly, and efficient. Got the room key which is where things started to go wrong

The room was advertised as having a double bed, however ours was configured as a twin room . It wasn't the end of the world and having carried all our luggage from the car we were in no rush to change to another room.

The room was clean, housekeeping has obviously done what they could, however the corridor leading to our room and the accommodation itself was extremely shabby and in a poor state of repair.

Feel free to read the list below together with the photos I've uploaded showing each item.

There was plaster flaking from our lounge wall.
A huge crack in one of the bedroom walls
Broken and rotting windowsills in one bedroom
Dirty marks on the walls throughout the accommodation
Sash windows which has been painted shut - impossible to open
Radiators coming off the wall
Heating which was virtually inoperable, except for the lounge which was like a sauna (and had some of the non-opening windows).
A highchair and a cot provided for my son which looked like they had been found in a skip
Wallpaper peeling/ripped from the walls
Floors which creaked like nothing I've ever heard before (http://youtu.be/Ou6pePof-dc if you fancy a listen)

I don't really know what I expected. I didn't pay a fortune for the room (about £280 for a three-night stay), and the apartment was indeed pretty spacious. The kitchen was clean and in a pretty good state of repair if you ignored the uneven floor, however the remainder of the apartment spoiled the experience and let the hotel down completely.

If my room is representative then I cannot and would not recommend that you stayed in this property unless you have extremely low standards.

  • Stayed May 2013, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CarltonMgt, General Manager at TLH Carlton Hotel, responded to this review, May 25, 2013
Firstly I would like to apologise you did not enjoy your experience at the Carlton Hotel, but thank you for highlighting what you were disappointed with as it has given me an opportunity to re look at our apartments and also comment on the improvements we are making.

I would like to clarify that the reviewer stayed in the self-catering apartment and not in the main Carlton Hotel bedrooms. The main hotel has had new flat screen TV’s, re decoration, new beds, all the corridors have been re decorated and the Hotel Restaurant was re decorated last year.

I am pleased to say that the apartments are in the process of also being upgraded. The kitchens and lounges have been upgraded (as previous guests posted photos will show) and the bedroom re decoration is scheduled for later this year. Also the reception area and corridor to the apartments will be started shortly.

It is always tricky to gauge an overall impression of a room when the photo is zoomed in on one small area and it can be misleading to the overall appearance of the room. It is not in our interest as a business to have rooms in a poor state of repair and we are continually re painting and repairing. The apartments are occupied to capacity most of the year and they do experience wear and tear from guest use. We will address all the issues mentioned by the reviewer ASAP and thank you for highlighting them.

We have over 20 highchairs and cots and the majority of which have been purchased in the last year, we have more on order at the moment. I have located the two items mentioned and have removed the chair with a rip, this should not have been put into the room and should have been reported, I apologise for this.

It is a shame that the reviewer did not speak to me or the Reception team on arrival as we could have looked at moving rooms or replacing items they were not satisfied with and resolved these issues. It is frustrating that we were not given the opportunity or notified at the time of the guest’s disappointment and they felt that instead of speaking to us they left early without giving us a reason.

I hope anyone reading this looks at the other reviews and pictures and that out of 270 reviews only 8 are negative, which I believe says that on the whole our guests leave us happy with the hotel’s standard. I believe that we have a great product that offers value for money including extensive on site Leisure and entertainment as well as great service, comfortable clean rooms and good food.

Once again I am sorry that this reviewer was disappointed on this occasion.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Birmingham, United Kingdom
Contributor
12 reviews 12 reviews
11 hotel reviews
Reviews in 11 cities Reviews in 11 cities
12 helpful votes 12 helpful votes
5 of 5 stars Reviewed May 14, 2013 via mobile

Just come back from a weekend at the Carlton. All I can say is everything was fantastic. No complaints. The rooms were fab. The food was fab . Service fab. Well impressed. We was at a northern soul weekend so the entertainment was great. Everything is in this hotel so there is no need to go out if you didn't want to.

  • Stayed May 2013
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CarltonMgt, General Manager at TLH Carlton Hotel, responded to this review, May 16, 2013
Thank you for your comments and feedback on your recent stay. I am glad we met your expectations and you had an enjoyable break on the Northern Soul weekend.

We hope to see you again next year.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cirencester, United Kingdom
2 reviews
Reviews in 2 cities Reviews in 2 cities
9 helpful votes 9 helpful votes
4 of 5 stars Reviewed May 14, 2013

Check in was excellent and could not have been more helpful, the room was excellent, we even had a sea view.
The restaurant staff could not have been better, a credit to the hotel and the food was good.
In places the corridors of the hotel looked a little tired, carpet worn.
The Aztec Spa pool and facilities though good looked in need of TLC, the pool sides were slippery, the Jacuzzi looked grubby and the steam room and sauna, though clean both needed a little attention.
A good value break, the staff and service make it worthwhile, hope to return soon.

  • Stayed May 2013, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CarltonMgt, General Manager at TLH Carlton Hotel, responded to this review, May 16, 2013
Many thanks for posting your feedback. I am pleased you enjoyed your stay at the Carlton.

We are always investing in our facilities and hotels and we are currently upgrading our Aztec pool areas with new changing rooms and improvements to showers and facilities, so hopefully on your next visit you will be able to see these continued improvements.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Torquay, United Kingdom
Reviewer
4 reviews 4 reviews
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed May 12, 2013

The hotel is always up to the top standards it should be. The restaurant manger Steve and his staff are amazing, Nothing is to much for them. The food and service puts others hotels and restaurant's to shame.

  • Stayed May 2013, traveled solo
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CarltonMgt, General Manager at TLH Carlton Hotel, responded to this review, May 16, 2013
Thank you for taking the time to post your review on trip advisor.

I am glad you had a great stay with us and we hope to welcome you again soon.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Dorset, United Kingdom
Contributor
17 reviews 17 reviews
7 hotel reviews
Reviews in 15 cities Reviews in 15 cities
5 helpful votes 5 helpful votes
2 of 5 stars Reviewed May 11, 2013

Spent the May Bank Holiday weekend at Carlton Hotel. Reviews looked OK but we ended up somewhat disappointed. Check-in was very efficient until I enquired about dinner. The answer was: "you will have to ask the restaurant manager to see if there is room". A bit odd I thought - surely a hotel should be able to accommodate everyone staying there. Anyway the menu wasn't to our taste so we went out to eat. There were also forms outside the dining room to pre-order drinks - to speed up service when running on minimal staff I suspect. Room itself was comfortable and spotlessly clean. Breakfast was disappointing. Usual buffet arrangement. Good quality food let down by being lukewarm at best - even though we were there only 20 minutes after breakfast service started. And on the second day the tea was cold - it came out straight away - so it had been pre-made and had been standing around. Spoilt the whole experience for us.

  • Stayed May 2013, traveled with family
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CarltonMgt, General Manager at TLH Carlton Hotel, responded to this review, May 16, 2013
Thank you for your feedback on your stay. I am sorry that some elements of your stay did not meet your expectations.

Nearly every trip advisor review praises our restaurant service and food standards and comment how excellent the Carlton team are. However we take on board all feedback to help us continually improve the service and standards we offer our guests. 99% of the time we get this right, but occasionally things do go wrong, but part of our job is to put it right.

What is disappointing for me is that we do not seem to have been given the opportunity to rectify the issues at the time, which would have been very easy for us to do had we been made aware and in turn you would have had a better experience.

The Hotel was full on the weekend you stayed and Reception were correct to check that a table was available for you as we actively promote and sell extra dinners to self-catering and Bed and breakfast guests. On nearly every occasion we can accommodate you, but we do like to check so that you are not disappointed.

The drinks pre order table was put there at the request of our guests from feedback on our comment cards who wanted to be able to have drinks waiting for them on arrival. It is a great facility and works really well. As you did not dine with us you would not have had the opportunity to see that we have ample wine waiting staff on shift, again it is in our interest as business to provide this service and is something we do very well.

Once again I am sorry that you were disappointed on this occasion.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Bristol, United Kingdom
Reviewer
3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed May 7, 2013

My mum took me away for the bank holiday. As soon as we got their are room was ready, it was also very clean and tidy. The breakfast was also brilliant and the dinner meal likewise accept for the Sunday we were disappointed with the lack of choices but still what we had was tasty, the desserts were also delicious. The staff were all very helpful and kind.The swimming pool was also very clean and nice. I would recommend this place for anyone looking for a good break.

  • Stayed May 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CarltonMgt, General Manager at TLH Carlton Hotel, responded to this review, May 11, 2013
Thank you for taking the time to post your review.

I am glad you enjoyed your stay and the food and the range of facilities we have on site.
We change our menus daily and seasonally to try and put as many options on as possible to suit everyone’s tastes. I agree our desserts are fantastic and made in house by our team of Chef’s and a great way to end a meal in the Restaurant.

We hope to welcome you again to the Carlton.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Hotels you might also like...
mm/dd/yyyy mm/dd/yyyy
Price Your Stay

Been to TLH Carlton Hotel? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about TLH Carlton Hotel

Address: Falkland Road, Torquay TQ2 5JJ, England
Location: United Kingdom > England > Devon > English Riviera > Torquay
Amenities:
Free High Speed Internet ( WiFi ) Children Activities ( Kid / Family Friendly ) Spa
Hotel Style:
#2 Spa Hotel in Torquay
#17 Family Hotel in Torquay
#34 Romantic Hotel in Torquay
Price Range (Based on Average Rates): $$
Hotel Class:3 star — TLH Carlton Hotel 3*
Number of rooms: 65
Official Description (provided by the hotel):
Part of TLH Leisure Resort, this lovely 3 star hotel and Spa has an extensive range of indoor and outdoor leisure facilities including luxury spa, swimming pool, gym, fitness studio, bistro and games arena with entertainment on site. Ideal for couples and families. The hotel offers spa, health and fitness breaks and dancing holidays. Close to the sea front and town centre, it is ideally placed for exploring the English Riviera and beyond. ... more   less 
Reservation Options:
TripAdvisor is proud to partner with Booking.com, Expedia, Travelocity, LateRooms, Hotels.com and Priceline so you can book your TLH Carlton Hotel reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
Also Known As:
TLH Carlton Hotel Torquay, Devon

Owners: What's your side of the story?

If you own or manage TLH Carlton Hotel, register now for free tools to enhance your listing, attract new reviews, and respond to reviewers.