TLH Carlton Hotel - TLH Leisure, Entertainment and Spa Resort

The Hotel is good, staff are friendly and the location is excellent. Close to all a tourist would want.

Parking, and smaĺl lift

Staff were friendly

Only 1 tiny lift. Very slow! We had a double bed which was joined in the middle. My husband’s side was higher than mine! Very uncomfortable. Could do with new 4’ 6 double beds without the join in the middle. Pillows hard. The brochure advertised room service! When I asked they said no they don’t provide that service! Why advertise it 🤷🏼‍♀️🤦‍♀️ Had trouble trying to open the window. No air! It was very hot at night. Our room overlooked the car park and delivery trucks were there between 6 & 7 in the morning. We have a disabled badge for my husband, when we got to the Carlton, we were asked to pay an extra £40 for the parking permit. There was a private function on in the room with the only bar so I had to walk to the Derwent bar to get a drink to take to our room. (Our room was On the second floor! With a lift I couldn’t use on my own). The Derwent bar stopped serving food at 8!! Could do with a good revamp!! Very dated.

The location was ideal for us as we were attending a conference in the Riviera Centre, just across the road from the rear of the hotel.

Breakfast was chaotic as there were several coach parties all wanting to eat at the same time. Shortage of bowls, plates and glasses. Looked to be short on staff as well. Apologies were given, but service took a long time to sort. Bedrooms were warm with no water or fan provided. Window only opened about 3 inches. Over bath shower was pathetic and leaked through the hose. Beds and pillows not very comfortable.

The hotel and what it has to offer was great

When we went for breakfast where told 20 mins wait and when we got in there i cleared the plates and staff gave my partnef a cloth to clean table

Cleanliness, good on-site entertainment including Spa, pool, games room.

Room was in need of modernisation but was clean and adequate.

swimming pool

cleaner,update rooms,

I’ve stayed in another part of the holiday complex before a lot and it was great. I liked the convenience ease to beach and train. Friendly staff. Great choice for breakfast.

Or room could have been a little better. Toilet seat moved left every time you sat on it. The shower went straight not down and was slow. And the mirror wasn’t cleaned. Also I struggled with stairs and a lot of the lifts were not working. I’ve never experienced this here before.

The yacht inn was an emergency choice after a smocking experience at another hotel the carpark is so close and the view was stunning

The bins are very close to the hotel entrance so there was a god few flies just at the entrance however that is very picky

View from room

Breakfast was disappointing had to wait 35 minutes for eggs Benedict, muffins not toasted, one egg hard . People coming in after me but getting served straight away

Not to far from the town, good size apartment.

Wasn’t very clean , dirty dish cloths left out for us arriving, had to go out and buy new ones. Had to clean oven trays as they was mucky. Stains on carpet , some parts not hoovered . Only one of the beds were comfortable. Sofa bed very uncomfortable. Good facilities pub and arcade and bowling on site but indoor swimming pools were freezing

Room was nice.

Parking was a difficult, lifts did not work

The staff were great. The pool was ok.

The sinks didn't drain. Paid for 2 rooms and was places so far away from each other. Resolved next day. Staff were not difficult thank goodness. The breakfast wasn't exactly fab either but functional.

The hotel have left a note regarding what I’m about to say but told me to come onto booking.com to raise my concerns because this is who I booked it through. Our stay was ok, apart from my son getting locked in the bathroom toilet for an hour (because the handle was broke ) in the middle of the night. This then resulted in my minor being very upset and uncomfortable for a few hours as it shook him up. When we rang for night staff, no one answered. So we had to get him out ourselves, we did.. an hour later. Also, during our stay on the 27th July (but I didn’t report it at the time) because I was shook up, and it was rather traumatic to 2 people who suffer from claustrophobia, badly.. me and my partner got stuck in the lift and that resulted in us having panic attacks. And we lost quite a few hours of our day that day as it took a while to come down from the traumatic experience. The people who dealt with it weren’t very reassuring either, the way they worded things wasn’t very reassuring, at all. I don’t normally complain about things, we love staying here and we love the facilities but obviously these 2 experiences did ruin our stays slightly. Other than that, I have no complaints what so ever. Maybe if you could consider some kind of compensation or maybe a slight refund if possible please? That would be much appreciated due to our stays being ruined slightly. Thank you very much in taking your time to read this. Natasha.

The gym was good, nice meals in the restaurant and good size pools

It wasn’t clean, we had left over McDonalds packaging and sauce in our room, as well as sweet wrappers round down sides of bed. Cups were dirty and when I asked if could clean our room and replace some items I was told by cleaners no and ask reception. There were glasses from previous guests that were left there for two days. The first couple of days there was a young girl screaming and swearing at her family, and running out her room, then them leaving the door open while they all argued (this is not the hotels fault) but ruined what we wanted to be a relaxing stay. The corridors weren’t ever hoovered as wrappers and plaster remained in the floor our entire stay, it was it wasn’t done well. Very dated and for price paid I have to say I was disappointed and wouldn’t recommend or return. Breakfast there were 4 employees doing breakfast service, a sign asking us to wait to be seated and we were there for a good while until I went in and asked and was just told rudely, sit where you want. Tables were sticky and there was no juice and despite 4 of them working these weren’t replaced. Overall I just feel the staff look fed up, the place is unkempt in many areas and no one seems overly happy to be there.

Breakfast was fab and hot , entertainment was superb, body massage was amazing, spa was relaxing over all everything was great

No changes needed

we were pleasantly surprised by the hotel it had everything we needed from nice size bedrooms to having a number of pools also a large outside area to relax and a games area for the kids to play games

if I'm being picky it was that the breakfast area was a bit crowded and the staff had their work cut out trying to keep up refilling the food counter

Budget, clean, convenient

Dated but balanced by good value

Great facilities for families

More attention to detail required for cleanliness Property would benefit from modernisation. Is quite dated by today’s standards. Not suitable for those with mobility issues. Lots of stairs and lifts out of order.

Good location, had an indoor pool included in the price, outdoor pool too.

I disliked the fact that there were no lifts,( well non working lifts) and the room was quite far and like a maze. The signposts with room numbers can be organised better

The facilities was great.

The mattress felt like it was just a topper on the bed. The shower was dirty and the bathroom light flickered

Everything

The beds are bit wobbly and moved when I sat on it. This was a bit worrying. Also there wasn't many plugs in the room being as most people have pads phones to charge .I was in room 33 but there was a plug by window and one between beds near floor but no bedside unit to use. Overall my stay was lovely and I would think about returning. There was a lack of toiletries for such a hotel with so many amenities.

See above

Exceptionally helpful and friendly young lady at reception. Downstairs areas, eating and leisure good.

Musty smell on entering main doors. Tired fittings and no lifts working.

The room was not cleaned,lots of dust when you move the beds and cobwebbs on the cilling,we had to ask them to removed them before we can settle.

Our double bed was missing some wheels,so i was waking up with back ache everyday.

Great location, entertainment in the evenings, plenty for the kids to do at the hotel. Some staff very helpful & prices were good for food and drinks.

Lift not working to get up and down to the pool area, beds in rooms not comfortable, had to tell our child to not touch the hot taps in the bathroom as it was like boiling kettle water! Outdoor pool was freezing - like doing a cold water challenge and not enjoyable.

Very clean and lovely staff

A lot of facilities and very good location

Nice simple hotel that packs a lot of facilities in compared to other hotels

Rooms are dated and bathrooms old fashioned

Smile

Excellent location, short walk to the beach, harbour and town. The staff were all lovely and there is lots of free entertainment throughout the day and evening in the various different parts of the hotel.

Breakfast all hot and fresh. Evening meals faultless good selction of choices, staff very friendly. Reception helpful, management gave us a new room after we originally wasn't happy. Also upgraded us to half board free of charge.

Crumbs on bedroom floor, hair in the bed, bathroom floor not sealed. Fluid Splashed up tiles. Corridor bins over flowing. Rubbish on floors in communal areas. Second room offered to us was much better.

Aztec bistro was nice, location is good for stuff to do in Torquay

Not a single member of staff even smiled or made any impact on our stay, lost water pressure every single day, member of staff told us had no more ketchup for breakfast so went without then walked into the restaurant area and see a massive ketchup pump. Bed was cut to fit around skirting which made the head end significantly lower so ended up turning it around, House keeping sounded like breaking the door down at 8:30am/9am on our day of check out. Also don't bother putting anything in special requests ignore them anyway

Dobra lokalizacja. Miły personel. Dużo udogodnień

The location was very good, and the breakfast food itself was enjoyable. Unfortunately, the serious cleanliness and service problems greatly affected our stay.

This was one of the worst and most unhygienic hotel experiences I have had. The mattress was extremely uncomfortable and caused me back pain every morning for several hours. Reception staff did not seem to know how to book the evening buffet. Room-service information cards were missing from both rooms and were still not provided after we requested them. We repeatedly asked for our rooms to be serviced and were told it would be done the following day, but it was not. We were then given a different explanation and told that room servicing was not available that day. One room had a broken fan. A drawer contained oil, which stained several items of clothing and left them unwearable. Drawers in the other room were dirty and covered our clothes in dust. The breakfast room was also unhygienic, with food stains on the menu, chairs and table. I had to ask a staff member for cleaning spray and clean the area myself before my family could sit down. Although the location was good and the breakfast food tasted nice, the poor hygiene made us uncomfortable. The hotel is operating far below the basic standard guests should expect. Management urgently needs to improve cleanliness, maintenance, staff training and communication.

The location of the hotel was good. 5 minute walk from the beach and 10 minute walk to the harbour. The outdoor pool was the selling point really.

The cleanliness of the whole hotel was disgraceful, lack of care attention overall. We we're greeted pleasantly by a member of the reception team and told about our room, breakfast times etc. Given the key and it went downhill from there. I expected the room to be slightly dated, I was prepared for that. I wasn't prepared for the thick layer of dust covering the room, skirting boards and carpets. The tea tray was well stocked but was filthy. A used spoon on the tray and coffee stains on the cups. Because of the uncleanliness of the room on first look I decided to check the beds. We booked a family room for two adults and two children, I pulled back the sheet on the double bed and was met with period blood stains covering the mattress topper!!! I have photographed everything. I immediately went to reception and explained the situation and asked for another room. A member of staff informed me there wasn't another room available and said she would get someone to change the bed. No apology was given. Within about 30 mins two young men arrived with a hoover and mattress protector. A thick mattress topper was removed and a thin sheet mattress protector replaced it. There was a reason the thick mattress topper was on the bed in the first place, because the mattress was terrible! I asked the two men to clean the dust from the room after offering to do it myself and asked them to change the tea tray and was told, " well i can't change it, it will just be cleaned the bathroom sink." We left the men to it and came back to a slightly less dusty carpet!! A sign on the dressing table said the housecleaning service would be done 5 days a week and not on a wednesday or Saturday. We checked in on the Monday and had to ask twice why our room hadn't been cleaned and restocked with toilet rolls and towels to which noone could answer. I stripped the beds myself and placed all dirty bedding, towels on the corridor.

The pool was exceptional bit cold though but did a few laps. Breakfast was snazzy with a great selection of selected fruits. Bit hard getting the latte out only got milk and weird substance. Room was great with a view of the entrance. I liked the bathtub and shower and the beds were perfect for my needs. TV also had some good channels recommended itv quiz for those day time extravaganzas. Nice biccies and selected milk which was great for the morning coffay 😄

Nothing I liked everything and so did my family. Although our room light did have a malfunction on our first night so we used the back board lighting facilities which worked just fine. Room 234 was the place to be in Torquay 🥂

The swimming pools and the location — around a 20-minute walk to the beach and Torquay town centre.

The biggest downside is the dirt that is visible everywhere. The tables in the restaurant, as well as the laminated menus, were so sticky that they almost stuck to your hands. The food in the restaurant was a major disappointment. This is where the cost-cutting was most noticeable, especially at breakfast. The staff at the entrance couldn’t even be bothered to say good morning — they seemed more interested in themselves. When the orange juice ran out just 10 minutes after opening, a young member of staff simply said that there was no more. 🫣 The next day, there were empty cardboard tea boxes, and apparently nobody thought to refill them or simply replace them with new ones.And finally, £10 per day for parking is another negative.

Nice Area For a drink outside

Room temperature Very Hot Had to ask for 2 Fans Windows all Closed had to stick bins under Window to get Ventilation Breakfast all Windows Closed

Great hotel so much for kids to do

A lot of Entertainment More for Kids Swimming Pool Nice area Outside Room was Nice

Only Stayed one Night

There was nothing to like about THL carlton hotel very dirty in 5 days they only cleaned our room once disgusting

The room has good mattress, the indoor pool was great and the food in the Carlton hotel very delicious, the staff very professional.

I don’t usually like to leave negative reviews, but unfortunately our stay was disappointing, especially considering we paid £366 for two nights with breakfast. The photos on the booking site made the hotel look beautiful and quite luxurious, but the reality did not live up to our expectations. The hotel felt quite rundown in places and would really benefit from some modernisation and better attention to detail. We were unable to book the spa because it was fully booked, and we also had to wait to use the indoor pool because it was too busy. Parking was difficult as well. Breakfast was another disappointment. I noticed several guests complaining that food was running out and that there were not enough clean glasses available. For a hotel charging this price, I would expect a better variety of breakfast food and better organisation. The rooms would also benefit from air conditioning, particularly during hot summer weather, and a small fridge would be a useful addition. I booked this hotel because the pictures looked amazing and I expected a much better experience for the price. I did not mind to pay because we celebrate our son birthday. Sadly, I left disappointed and probably will be the last time we spend money in Uk holiday. With some investment, modernisation and better management, I think the hotel could be much better. Based on our experience, I personally would not return or recommend it at the current price.

We booked this hotel for the outdoor pool mainly, seeing as the weather was beautiful and we wanted to enjoy it to the max. The room was very spacious and comfortable. The staff are absolutely fantastic and couldn’t do enough for us..they are a credit to the hotel

The fact that the lift was out of service made it a little awkward for my husband getting to the pool level as he has a mobility scooter and he cannot do stairs well atall. He had to go out of the hotel, turn right down to the traffic lights, turn right again and past the derwent hotel and into another car park which led to a slope up to the pool level. Also we were not informed that the restaurant was closed for evening meals until we had checked in! We could eat at the derwent hotel but after listening to other people who were staying there we decided against it.

Location, pools, food in bar. The staff at breakfast on Sunday morning did extremely well especially one lass as she seemed exusted .thank you to all the staff that day as a lot rung in sick.

Our room didn't get cleaned once during our stay we had a long walk to our room ,the first day at breakfast food and juice were running out

Plenty to do lots of facilities

Poorly ran not enough staff to uphold standards of cleanliness incorrect glasses served with drinks as no washing up done cutlery dirty at breakfast

Close to beach walking distance

Breakfast was poor Cleaning was poor

Clean and comfortable

Can’t find any faults

The indoor swimming pool although it is cold Good range of drinks at the bar Spacious room

Very noisy, acoustics poor Hard bed Dated Expensive (£130 per night) for what it is

Location, Clean room but Very basic, pool facilities

Dated, basically, scruffy in places, cleanliness of breakfast room the bowl containing the coco pops had food spilt on the inside of the bowl, tables were tacky even when cleaned down, nothing is labelled, fork was stuck to the table this morning. Cushions on loungers are riffy. No glasses in room. No window covering (room was above the main entrance to the left so people look up) Olive Bathroom suite! No extra touches like decent shower gel, shampoo.

The staff were very helpful and friendly. The rooms were comfortable and ok but a little tired looking. It’s reasonably priced and has a good selection of facilities. Had evening entertainment but dated and more for older people. Overall a good experience.

Only one lift was working in the hotel and that was extremely unreliable. I fell down a set of stairs and hurt myself and it wouldn’t have happened if the lifts were working. My friend has some mobility issues and it was a pain. We saw lots of elderly and people with mobility issues struggle. The indoor pool changing facilities stank of urine. It would be nice to have cushions for all the loungers by the pool and music outside.

We were travelling with a wheelchair user . We notified the hotel prior to our arrival. On arrival we found the lift was broken and had been for a month .

Location

Hotel is very dated. Lift was the slowest and oldest lift I’ve used. Room was so dated. Beds looked and felt on the tilt. Bed sloped and was hard to get comfortable due to being so uneven. Room was extremely hot. Bathroom was so old, tap was broken, floor was lifting, bath all stained and big enough for a child not an adult, light had all debris in it. We was located by the stairs so heard everyone coming in and out throughout the night. There was no safety catch on door and couldn’t lock so was unsafe for our 4 year old whose bed was the closest to the door and could easily open it. After seeing the hotel we stayed out for the whole day till 10pm and luckily we only had one night here.

lovely view of the bay wide spacious room

Indoor and outdoor pools and arcade, great for kids

Rooms were dated and a bit scruffy. Stains on walls, skirting boards etc… Bathrooms needed freshening up and damp damage. Lift out of use going down to pools and Aztec bar which wasn’t good for disabled users, I struggled with all the stairs having MS myself.

Fare

Just the mattress was very hard to sleep on

This was my first time I stop the property was nice.

The parking was £10 a night which we weren’t aware about, the dip and dine was a ticket for £19. Pounds so if your meal didn’t add up to this you would losses the rest. The bedroom had got damp on the ceiling above the bath and shower, there was looked like damp in both wall next to the window in the corner of both sides, the bed was very hard and uncomfortable which coursed me a lot of discomfort so we ended up leaving earlier to come back home.

It was a lovely place with lots going on

The only thing I would say is that it needs a channel on the tv telling you what going on in the complex and at what times so the guests know everything that’s happening

It’s a lovely complex

It’s a bit dated in some areas

It’s a good location near the sea front

It wasn’t very clean, there was a massive crack in the breakfast room with buckets collecting water, you can’t have dinner in the hotel you have to book elsewhere, and the housekeeping was atrocious - they only come 5 days a week, when they do come it’s very early before you have had a chance to get ready and go out and then they don’t come back later, on the one day they did actually do the room they didn’t make the beds properly as the sheets were all messed up they just pulled the duvets over it, they didn’t top up the milk/tea etc or provide clean cups and they didn’t top up the toilet roll either - we had to ask for all these things every day from the reception. When you stay at a hotel you expect to be provided with things regularly to make your stay relaxing - not have to ask and chase for necessities

Great location . Used the outdoor swimming pool. That was good. The pool side singer was brilliant.

Dirty carpets, dirty showerhead, hotel is dated, needs refurbishment and outdoor paint asap!

Clean and comfortable with great facilities

The room was very very warm but the fan helped

I was not sure when I arrived but actually everything you could need was available. including evening entertainment. the decor is a bit dated but you get what you pay for. Was good a fan had been provided, the room was very hot. My room had sea views so I was very pleased.

The parking fee because I did not book direct! The pool was cold at 7.30am, but after the heat we are experiencing, it was manageable.

Everything

Amazing for families defiantly recommend

The rooms were extremely hot with windows not opening much and fans that didn’t work! Only downfall

Good price , onsite entertainment, pools, arcade, bars ,food , close to beach and shops .

Lift didn't work at the time we were there

Having a choice of 3 pools, one outdoor was great, like being abroad in this heat! Handy to have a gift shop in the complex where you can buy a wide range of items, including ice lollies. The buffet breakfast was lovely with a great range off choices.

Our room was located on the same floor as some international EF students, who were a little excitable at times, although we didn't hear them ater 11PM. Due to the current heatwave the room came with a fan but was extremely hot. We visited the outdoor pool late afternoon on boths days. We noticed on the first afternoon that the pool contained quite a few bugs. We did see a lifeguard sweeping the pool with a net the next morning. The following afternoon the pool again had a few bugs and other bits floating on the surface, which could have been sorted by the lifeguards that were sat chatting by the pool! Maybe the addition of an outdoor shower would be great to clean of before getting into the pool.

Great location great facilities staff great

No complaints

Stayed many times love this hotel .Pools lovely and clean and staff always friendly and go out their way to make sure you have a lovely time.

Nothing noones fault building. Work being carried out at momment.

Nothing it was awful

All of it, there was building work going on which we were not told about, walking down the hall there was a ladder up right in the way! The breakfast was not edible

View swimming pool

Needs air con and cleaning didn't hoover proberly

The pools and facilities very good 👍

The room very tired needs updating plus no lifts working

Nothing!! Do not waste your money booking this hotel I went there with my 2 kids the lift was broke so had to keep using stairs with a double pram and 2 young baby’s they could of put on the website the lift was broke and won’t be fixed till 3 weeks!! The staff was so rude was not helpful at all I booked for 3 days and we stayed for 1 night and left the room was dirty and very old

No aiř condition, lift bit working,steep stair, wouldn't be goid if you have a disability

As above

Location

Windows in room didn't open, very not no air conditioning, floor boards very squeaky, beds very uncomfortable can feel the springs, came for 40th birthday and 15th anniversary called especially before to check had indoor pool and that was working hence booking this property. During stay they decided to get it painted on a busy Saturday causing fumes so couldnt use it. Although they had people swimming in it for at least half and hour after I was told it now had been closed because of the fumes. Walls are not sound proof can hear cars driving all the time, neighbours also so very noisy when sleeping.