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“Very bad service - very unhappy customer!!!” 3 of 5 bubbles
Review of Best Western Hotel Carlton

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Best Western Hotel Carlton
Ranked #44 of 63 Hotels in Helsinki
GreenLeadersSilver level
Southampton, United Kingdom
Level Contributor
7 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
“Very bad service - very unhappy customer!!!”
3 of 5 bubbles Reviewed June 25, 2012

I stayed at the Carlton when i came to Helsinki for a business trip. The rooms are average and are reasonably clean. I had no issue with the hotel during the stay, however the hotel double charged me for my one night stay. I contacted the reception and they advised me to send an email which i promptly did they responded and apologised for the mistake. I emailed my bank details for them to forward the money to my account but they did not respond to a single email of mine for a month. I repeatedly sent reminder email but no acknowledgement to recept nothing!! I called again and they recognized me from the email they have been obviously ignoring my emails!
The lady at the reception promised again to sort this out in a week and that has not happened i stayed there 8th of May and it is 25th of June now and still no refund. I go on business trips every week and this is the worst service ever!

How do u run a hotel with such bad custome service?????

  • Stayed May 2012, traveled on business
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
1 Thank mmenon1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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179 reviews from our community

Traveler rating
    26
    74
    59
    13
    7
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    3.5 of 5 bubbles
  • Rooms
    3.5 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (25)
Date | Rating
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  • Danish first
  • Dutch first
  • English first
  • Finnish first
  • French first
  • German first
  • Italian first
  • Japanese first
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English first
Jyväskylä, Finland
Level Contributor
65 reviews
61 hotel reviews
common_n_hotel_reviews_1bd8 60 helpful votes
5 of 5 bubbles Reviewed June 13, 2012

I have walked past of this property hundreds of times without realizing that there is an hotel.
All hotels in Helsinki were fully booked during my visit and I was lucky to get a room here.

Based on the reviews, it seems that rooms are differenly shaped and the equipment vary a little bit. In my room (220) there was not minibar (or at least i did not find it), but on the other hand there was a nice leather sofa and armchair with nice TV set+DVD player. The window of this room was facing towards backyard and it was frosted due to the fact that the trashbins were located next to it. I actually did not mind about that because rooms on the street side would probably have been more noisy.

Breakfast was great and there was no queue as there is in the bigger hotels.
I certainly liked this and I will certainly come again.

pros:
-Location, 50 m to subway and tram stop, 400m to railway station and airport bus stop
-Hotel size: safety and no big crowds
-Cleanliness and up-to-date rooms

these may be problems for someone:
-bars downstairs may be noisy
-i did not find airconditioning in the rooms. Rooms might be hot in summer months. backyard-facing rooms are on ground-level and it may be difficult to sleep windows open

Room Tip: Ask backyard facing room if you do not mind not having a street view.
See more room tips
  • Stayed June 2012, traveled on business
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
4 Thank eskobar
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Iowa
Level Contributor
110 reviews
38 hotel reviews
common_n_hotel_reviews_1bd8 64 helpful votes
5 of 5 bubbles Reviewed May 14, 2012

This is a great little hotel. Unusual in that is above a coffee shop and restaurant, and only has 16 rooms, but with pleasant attentive service and an outstanding location. You're in downtown Helsinki, just a block away from the central rail station and the bus stop for the Finnair transportation to the airport. Most of central Helsinki including the harbor is within walking distance. Lots of options for shopping and dining with no need for a car and public transportation is just out the door if you need it. Rooms are not particularly large, but very comfortable. Should note that since this is such a small location it does not have an elevator so you will need to negotiate steps. Super breakfast is included in the room rate, and a meal we had in the restaurant in the evening was also very good. In summary this is simply a very pleasant place to stay in a very pleasant city. Everything in Helsinki just has a comfortable feeling. Not a lot of world known tourist sites (don't miss the Fortress of Suomenlinna) but with many beautiful old cut stone buildings in a very clean city, a place that you feel good visiting and wandering about. A great stop off to wind down after visiting a busy place like London - I'd go back in a heartbeat.

  • Stayed April 2012, traveled as a couple
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank bavarianbiker
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 9 helpful votes
4 of 5 bubbles Reviewed March 21, 2012

A small and clean hotel in heart of helsinki. Helpfull staffs good foods and clean rooms.

  • Stayed April 2011
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank roberts00100
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
helsinki
1 review
5 of 5 bubbles Reviewed December 28, 2011

cute hotel, in the heart of helsinki . personel service. Great staff

  • Stayed December 2011, traveled with friends
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Nicky L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Fort Worth, Texas
Level Contributor
313 reviews
88 hotel reviews
common_n_hotel_reviews_1bd8 197 helpful votes
4 of 5 bubbles Reviewed June 3, 2011

This is a very small Best Western hotel – only 19 rooms – situated above a busy Robert’s Coffee shop and an Iguana Café. The check-in desk for the hotel is literally attached to the barista’s counter in the coffee shop. The hotel is located one block east of the main train station in the city centre of Helsinki – a perfect location if sightseeing is your main goal, or if you need to be near the transportation hub of Helsinki. You can easily walk from the train/bus station, or numerous trams stop on the street in front of the hotel, just a few steps from the front door. There is also a metro station just around the corner.

I had a double room with two twin beds that was generously sized. The beds, linens and pillows were very comfortable, and the bathroom had a nice shower with complimentary mini soap, shampoo and body gel. A hairdryer was also provided. The room had a large closet with a trouser press inside (although we couldn’t get it to heat up), and there was a very sparse mini bar and a hot pot to make coffee/tea. The room also had a flat screen TV and desk/chair for my laptop. There was complimentary wireless internet throughout the hotel and coffee shop/café downstairs, and the passcode was provided at check-in. I found the internet connection to be very fast and reliable. Our room had three very large windows that opened onto the busy street in front of the hotel, which was nice for a bit of a breeze and to view the bustling city activity. The windows were double paned (actually, they were two entirely separate sets of windows that closed one after the other – not sure how else to describe it), which did help cut some of the noise from the street – but unfortunately I still didn’t sleep well, as the traffic was quite loud during the morning hours. If traffic noise bothers you, you may want to ask for one of the rooms that do NOT face the street (there were only 2 or 3 rooms that faced the back) – or find alternate accommodations. I would’ve preferred if the room had a safe/lockbox, but it did not. I suppose I could’ve locked some things inside the mini-bar (there was some sort of a space inside the mini-bar, with a removable key), but that just seemed weird, so I didn’t do it.

The complimentary breakfast buffet was pretty minimal, and was served in the Iguana Café space (the Café apparently doesn’t open for business to the public until after mid-day). Note that it is a “continental” breakfast. The first morning we were there, there was only bread, cold cut meats, some cheese, plain yogurt, muesli and Rice Krispies, The orange juice was empty, and the milk was nearly empty. There was one pot of brewed coffee. On the second day we were there, in addition to the items mentioned above, the juice and milk were full, and there were also some hard boiled eggs, some croissants, and some fruit flavored yogurt containers. Overall, it was sufficient, but nothing glamorous. Also, it seemed that there was nobody there to re-fill the food items or to clean up after the guests, as there were used dishes sitting around on the tables.

In general, the hotel staff members were friendly and helpful. However, I got the idea that the hotel is not the primary focus of the business, as the staff members were usually busy with the coffee shop and café patrons, and would only come to the small hotel “desk” when a hotel guest approached. Overall, I thought that the hotel was a comfortable 3-star hotel in a great central location, but like all hotels in Helsinki, it was overpriced. I would never pay that much for a mid-range hotel here in the U.S.

My biggest complaint about this hotel was the poor communication in making and re-confirming my reservation. I feel it’s important to be able to contact a hotel via email and receive a prompt and accurate response. This hotel didn’t do a good job on that account. When I tried to make the reservation originally, their computer system was down for almost a week. Due to this outage, my reservation couldn’t be made through the BestWestern.com website, nor through their central reservations center – so I had to contact the hotel directly via email to make the reservation. It took nearly 5 days to make the reservation, which I felt was unacceptable (and they got the rate wrong during the email exchange, so it took even longer to get it corrected). I’m not sure if it was because the hotel staff are busy with the coffee shop and café and don’t check their hotel email frequently, or if there was some other problem, but it was frustrating. Then when I emailed the hotel to re-confirm my reservation prior to arrival, and to ask for directions, they quoted me an incorrect rate AGAIN, and when I tried to get a response from them regarding a correct rate, they never replied. After 3 days of not receiving any response from them, I finally had to call them (international long distance!) just to confirm that they had my reservation – and they yet AGAIN quoted me the incorrect rate, which I finally got corrected over the phone. Needless to say, when I arrived at the hotel, I had to ensure that they had the correct rate (they did – finally!).

So, although the accommodations and location of this hotel were both satisfactory, I’d warn travelers to beware that the communication via email may not be as timely as desired.

Room Tip: Rooms facing the back have less traffic noise
See more room tips
  • Stayed May 2011, traveled with friends
    • 3 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
5 Thank BethanieKay
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Belgrade, Serbia
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
3 of 5 bubbles Reviewed July 10, 2010

Good hotel, very well located: 3 minutes walking to the shopping zone, 5 minutes to the harbor, 3 minutes to the railway station... Service is nice, food is OK and rooms are clean. Reasonable price for the centre of Helsinki.

  • Stayed July 2010, traveled on business
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
1 Thank NOLINA2010
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Best Western Hotel Carlton

Property: Best Western Hotel Carlton
Address: Kaisaniemenkatu 3, Helsinki 00100, Finland
Location: Finland > Uusimaa > Helsinki > Vironniemi
Amenities:
Bar / Lounge Business Center with Internet Access Free Breakfast Free High Speed Internet ( WiFi ) Restaurant Room Service
Hotel Style:
Ranked #44 of 63 Hotels in Helsinki
Price Range (Based on Average Rates): $
Hotel Class:3 star — Best Western Hotel Carlton 3*
Number of rooms: 21
Official Description (provided by the hotel):
Best Western Hotel Carlton has an excellent location in the very heart of Helsinki. Superb shopping and sightseeing possibilities, museums, wonderful restaurants, urban nightlife and a casino are all within a short walking distance. On-site you will find our lively coffee shop and Lost In Helsinki restaurant. Whether travelling for business or pleasure, Best Western Hotel Carlton is the perfect choice for you to spend your nights in comfort and security! Our friendly staff is always happy to help you with any request you may have. ... more   less 
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