"Avoid this hotel and book elsewhere. The condition of the property was completely unacceptable and we were unable to stay, so we had to pay for another hotel immediately.
We were shown multiple rooms after complaining about the first one, but every room offered was in the same filthy condition. The cleanliness throughout the hotel was shocking. Carpets were thick with dust and covered in debris, there was a strong smell of damp, mould and urine upstairs, and the rooms had dirty marks, dust on surfaces and headboards, and an overall feeling of neglect. None of the rooms appeared fit for guests to stay in.
The manager on duty the night we arrived agreed the rooms were dirty and even started cleaning while we were leaving. He assured us we would receive a full refund because we could not stay there. However, the senior manager later refused the refund and would not speak to us directly, which was extremely unprofessional.
The online photos are very misleading and do not reflect the actual condition of the hotel. Even the parking area was awful — just a muddy, run-down piece of land behind the building rather than a proper maintained car park.
I have reported the hotel to the local council as I believe the condition of the property is a serious hygiene concern. This is by far the dirtiest hotel I have ever seen and I would strongly advise others not to book the Carlton hotel"
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