Bournemouth Carlton Hotel By Sunday

It had character and great views

Nothing

Location and hotel in general is fine.

Very disappointing experience at the Carlton Hotel in Bournemouth. The hotel itself is nice and the location is good, but the property feels old and the biggest issue was that the room I booked was not the room I received. I specifically booked and prepaid for a 35 sqm sea view room based on the description and photos shown on Booking.com. Instead, I was given a much smaller sea view room of around 18 sqm, which looked nothing like the advertised pictures and felt far less comfortable and premium than what I paid for. When I complained at reception, the staff acknowledged the issue and moved me to a larger 35 sqm room, but this time the “sea view” was extremely limited — mostly blocked by trees and the parking area. It was still not the room category I originally booked and expected. What made the situation worse was the hotel’s attitude. They openly blamed Booking.com for the misleading room descriptions and photos, while refusing to take any responsibility themselves, despite clearly being aware of the mismatch between what is advertised and what guests actually receive. Passing the blame to a third party is not acceptable when guests book and pay based on those descriptions. I complained again but received no meaningful solution, compensation, or even the option to cancel for free despite the stay being prepaid. I felt trapped into accepting something significantly below what I had booked.

Unfortunately due to personal last minute change to my plans I had to leave after one night! However Louise on reception was extremely helpful in making my departure as easy as she could. Well done Louise and thank you.

No comments to add to those above

Я зупиняюсь в цьому готелі не вперше. Подобається все .

Трішки поновити ремонт в ванній кімнаті та стелі в кімнаті потрібно зробити ремонт.

Good

Smeelly room

Location

Noisy. Unhelpful staff

Lication

Drinks were expensive They tried to move us to another hotel but eventually changed their mind - the room was booked 4 months in advance!

The location

Entire hotel was in bad repair and generally dirty. Receptionist was unwelcoming and disinterested. Bar staff were at first invisible and then could make an Aperol Spritz. No information about facilities given on site, finding out you need a pound coin to hire a towel and use a locker when you are in the Spa was not useful, no-one offered much help. Sauna was tepid at best, no instructions or help from staff. Lots of dodgy patching ups to walls, floors and pipework, looked like a health and safety nightmare. Set of steps left in a corridor for the entire day, major refurbishment many years overdue.