The Carlton is a great hotel. Not too big or small, and an excellent breakfast and restaurant. The rooms, however, are not amazing. I purposely booked a renovated room and was told I would be “upgraded” to a sea view. Except that room was old, no USB plugs, the electrics did not work and the bathroom was very old. When I asked to be moved back to my original booking they gave me a better more spacious room, but the bathroom was exceptionally dirty. Limescale everywhere and dirty surfaces and floor. The staff were courteous and tried to be helpful, I think. I eventually met with the manager who was apologetic and offered to help me “next time” I booked. He was very friendly and also tried to manage customer expectations, I guess.
But there was no compensation or anything other than happy to be help me next time.
The Carlton has got to improve the rooms and customer service or we will lose out on a fantastic hotel in a perfect location, and just book elsewhere.