Tlh Carlton Hotel

Being able to walk down to the harbour was great, but the stay left us very disappointed. We paid for a proper double for our anniversary and found two beds pushed together. We were exhausted after the drive and didn't mention it then, but spent the weekend sliding into the gap and sleeping badly. The room itself was clean. About 20 minutes before the 11am checkout, someone opened our door and tried to come in while we were changing and packing. The booking said parking was included, but we were charged £10 per night. The gym also cost £3 each time, which really annoyed us. At least the Wi-Fi was free. For over £110 a night, it didn't feel worth it, and I doubt we'll stay again. I'm sure there are better places that provide what you paid for. Honestly, I'd rather have stayed at Premier Inn.

We kept coming back for the entertainment and lovely staff, but this third visit felt like the hotel had lost a lot of what made it good. We come around August, and our family of five pays £300-400 a night. On the first trip the rooms were spotless, service was fast and good, and everyone was fun and friendly. The second was just okay: the entertainment was good, but there were huge queues, broken lifts and rooms that weren't very clean. This time, the hours seemed cut back. The indoor pool shut at 7, the arcade at 9:30, and food service ended at 8:30. The bistro had already closed before then because of a power cut, even though the power was still on. Children's entertainment has been cut down to games and bingo, which is fine but not much for kids. In another part of the hotel they sometimes play music for little ones on a dance floor. The music has been moved beside the bistro seating, where it's very loud, especially for neurodivergent children. We asked for it to be turned down because our kids were struggling and that was the only place we could sit outside. The manager seemed offended, said, 'i couldn't ask them to do that's,' and walked away. Around 2:00, a very intoxicated woman was going up to people. When she tried to pick up my four-year-old, my dad told her to go away. The bar manager watched and looked annoyed with my dad. Later we ordered chips and cake. The cake arrived about 35 minutes before the chips. My dad asked the manager how long they'd take because we could see them sitting in the kitchen. The bar manager brushed him off with, 'we are very busy,' despite several empty tables in the bistro. The entertainment team are very good, but seem stretched thin, working reception and then the stage. Staff who used to seem happy and engaging looked burned out and sad. The pool requires an adult with anyone under 16, many lockers are broken, and the changing rooms smell strongly of urine every day, so it wasn't a one-off. Our bedroom was very dirty: wrappers on the floor, lots of mould in the bathroom tiles, dirty doors, carpet and sideboard. There was hair and some sort of goo in the bath, and the bathroom floor wiped black on arrival. The room is very worn, though the bed is quite comfortable. Drinks weren't restocked consistently, but the cleaner did a good job over the last two days. Breakfast was good, and the staff worked hard and served quickly. A pirate-looking bistro staff member was lively with the children and kept collecting glasses, which was nice, but there was glass on the floor and I cut my foot on it. The pizza is very good and I'd definitely recommend it. Drink prices are okay. Please bring back longer opening hours and give the hotel a proper deep clean. The bistro bar needs a new manager, as waits are very long. It would also be great to have the bouncy castle back. The atmosphere now seems aimed more at older people, 70-plus, than children, even though disabled access is awful. Most staff are wonderful and work hard, but I think the organisation's limits are holding them back.

The pools and entertainment were okay, but the Derwent part of the TLH group felt more like a hostel than a hotel. The rooms were worn out and mouldy, and the whole place looked and felt grimy. There was no recycling, just single-use plastics. It might suit someone who likes the 1980s. I was glad to get home and clean up. 😒

The reception staff were friendly, and the hotel itself was great. But we waited two hours past check-in for a room, then got one with a poor view even though we'd specifically asked for a sea view. The manager was hard to approach and not helpful, just argumentative.