13/08/2018 lesleyjones1967, Stockport, United Kingdom
I'm not one to leave a bad review especially months after but due to family problems its taken so long. we came to blackpool for a little getaway, we chose this hotel due to location and by paying the... more
I'm not one to leave a bad review especially months after but due to family problems its taken so long. we came to blackpool for a little getaway, we chose this hotel due to location and by paying the extra money we thought we would have a lovely stay. how wrong we were! now I know blackpool is known for being sunny blackpool but when its 30 degrees outside I don't understand why the hotel need the heating on. we walked in and it felt like we had landed in Australia. we hoped our room may have some air conditioning when we finally entered it. we checked in at 2pm and the room looked lovely enough but the bathroom looks as if its something from the 70's. OUTDATED AND ROTTING!! the toilet was black and had a strange smell to it. I wanted to cry as we had payed hundreds and this is what we got. I took pictures and went down to reception and asked to be moved. the next room had a bathroom much cleaner but the curtains were filthy, the room smelt musky and there was a lot of noise from staff members on fag breaks. I went to head down to reception but spotted a member of the housekeeping team, I told her the issues we had with the room and she advised us to speak to reception to see if we could swap rooms again, it was important due to my husband having asthma. they told us due to the high volume of people they wouldn't be able to move us again and told us housekeeping will re clean the room. the same lovely woman we spoke to before came in and re cleaned our room and left it sparkling. she was full of conversation and repeatedly apologised on the hotels behalf. she gave us a few extra tea and coffee for the inconvenience which meant a lot. she was the supervisor of house cleaning and I cant remember her name now but it started with an A..the food we had was also terrible, undercooked and smelt funny but we had enough of arguing with the staff in the hotel so went into blackpool to eat. I wouldn't return back to the hotel unless it had a make over, they had a chef who could cook and the heating was switched off. im aware these things may of possibly been fixed and may return if I see better reviews or their price is lowered dramatically less
PetzaC, General Manager at Best Western Carlton Hotel, responded to this review
Firstly thank you for taking the time to write a review.
I am disappointing that your stay did not meet your expectations and thank you for highlighting the member of staff who went that extra mile.
If you could find the time please contact me directly at the hotel as i would like to discuss this further with you.
I look forward to hearing from you soon.