Carlton George Hotel

Stacey was such a lovely waitress. Even though it was very busy, she gave us time and a smile, and really went the extra mile. The afternoon tea was beautiful too, with a lovely setting, good food and excellent service. Thanks, Stacey xx

The location is unbeatable, and the staff are wonderful. The bathroom is brand new, the bed was very good, and the blackout curtains made for a great night's sleep. Since my last visit, the hotel seems to have been completely redone. It used to feel quite old school, though it was still lovely, and now the rooms are fantastic, very modern and chic.

The way this was handled was poor from start to finish. I booked afternoon tea weeks ahead with an Itison voucher, and the hotel accepted the code without raising a problem. Yet after I travelled in awful weather and arrived on the day, they said the voucher wasn’t valid until April 1st because of the small print. Nobody had mentioned that when I booked or contacted me beforehand. If they take a code during booking, they should check it then instead of turning customers away on arrival. When I challenged it, manager Stephen said they “don’t have time to look through hundreds of codes.” Staff were dismissive too. When I asked to speak to the manager, I was told “he’s going to tell you the same thing.” Other customers would have bought vouchers at the same advertised price, so I couldn’t see a clear reason to refuse ours like this. A bit of flexibility or goodwill, and a proper explanation, could have made this a positive review. They still charged £7 for two coffees while all this was going on. There was no effort to sort things out, no goodwill and no accountability, just poor organisation and worse customer service. I wouldn’t return or recommend it.

We arrived at Glasgow Queen Street Station and were thrilled to find the hotel just half a block away. For a first visit, the location was fantastic, right by the main Buchanan Street shopping and surrounded by shops, restaurants and pubs. The area stays lively all the time. Our room was dark and had no view, but that suited sleeping. The mattress was so comfortable we slept like logs, and the shower and soaking tub were both great. The decor is a little dark, though the good points outweighed that for me. There was a minibar with complimentary sodas, water, wine and mixers, plus a decanter of whiskey, vodka and gin. Breakfast, which we paid for, was quite good, with a buffet or things like eggs Benedict and omelets to order. Everyone we met was polite and friendly, from reception and housekeeping to the breakfast room team. Management deserves credit for having such lovely staff. We’d definitely stay again if we return to Glasgow.