2 indoor pools, seasonal outdoor pool, pool loungers
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Reviews of TLH Carlton Hotel and Spa - TLH Leisure and Entertainment Resort

3 out of 5
TLH Carlton Hotel and Spa - TLH Leisure and Entertainment Resort
Falkland Road, Torquay, England

Reviews

7.8

Good

Rating 10 - Excellent. 43 out of 135 reviews" "
Rating 8 - Good. 57 out of 135 reviews" "
Rating 6 - Okay. 14 out of 135 reviews" "
Rating 4 - Poor. 10 out of 135 reviews" "
Rating 2 - Terrible. 11 out of 135 reviews" "

8.0/10

Cleanliness

8.6/10

Staff & service

8.0/10

Amenities

7.0/10

Property conditions & facilities

7.6/10

Eco-friendliness

Reviews

10/10 Excellent

George

Business traveller, Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
A very pleasent stay
Stayed 3 nights in Apr 2024
Response from JCN on 13 May,2024
Thank you for your review.

8/10 Good

Susan

Liked: Cleanliness, staff & service, property conditions & facilities
The location is very good next to city centre I didn’t like the bed was so uncomfortable and the room was so warm couldn’t put down the temperature and the breakfast wasn’t good it was poor and no much choice
Stayed 2 nights in Apr 2024
Response from JCN on 19 Apr,2024
Thank you for your review. I am sorry hat you found the bed uncomfortable - we do have mattress toppers available if you prefer a softer bed. We do hope that you will return again in the future.

6/10 Okay

Gurdip

Travelled with family and small children
Liked: Staff & service
Disliked: Property conditions & facilities
First good things, the staff are nice n helpful, location is good if you want to spend time near beach and enjoy nearby amenties, bingo, entertainment were nice but no food allowed there, only drinks! Though food at Aztec bar was nice. pool and spa facilities were good, on first day, the pool water was very cold, 2nd day was less cold. Enjoyed firey n cold spa treatment (extra charges). Parking is free only if book directly with TLH(i saw a big sign in their sister hotel), non tlh bookings are to pay £10 per day, which adds up eq if you staying 5 days, i.e extra £50! Re: room, Our given room looked really old, tiles broken, door handle broken, some horrible smell, so we requested to change our room, the reception staff was helpful and offered us different room, this was little bigger n fresh, but same old tired room, broken bathroom tiles, black brown dirt mould around toilet seat, dirty windows, bathroom needs demolition and rebuilt,when walking around room n hotel squeaking noisy woods. Hotel decor is really old except the reception area, which seems to be recently renovated n looks nice compared to the rest of the hotel.
Stayed 2 nights in Feb 2024
Response from JCN on 15 Mar,2024
Thank you for your review. We are sorry that you were disappointed with your room. Our maintenance and Housekeeping teams have been tasked with rectifying the problems mentioned in your review.

10/10 Excellent

Keeley

Stayed 4 nights in Oct 2023
Response from JCN on 27 Dec,2023
Thank you for your review.

8/10 Good

Mike

Travelled with partner
Liked: Cleanliness, staff & service, amenities
We have stayed at the Derwent a few years back so we knew what to expect when we booked the Carlton, the hotel is very clean and bed was comfortable but the rooms are dated but have what you need for your stay. Staff are friendly and helpful, breakfast was good.
Stayed 4 nights in Oct 2023

6/10 Okay

Nicholas

Travelled with partner
Stayed 3 nights in Sep 2023
Response from JCN on 27 Oct,2023
Thank you for your reviw.

8/10 Good

Damien

Stayed 3 nights in Aug 2023
Response from JCN on 27 Oct,2023
Thank you for your review.

6/10 Okay

Wayne

Travelled with family
Found a pair of underpants down the side of the bed and broken chocolate biscuits all over the floor after waiting till 3 to check in so the cleaners could do their job??? And breakfast wasn’t as good as it used to be. Apart from that we enjoyed it.
Stayed 3 nights in Aug 2023
Response from JCN on 25 Aug,2023
Thank you for your review. I would like to apologise for the short comings you found regarding the housekeeping and preparation of your room. I am glad to see that you went on to enjoy your stay and I do hope we have the chance of welcoming you again in the future.

10/10 Excellent

Avril

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Facilities, food and staff were amazing. Great activities on site. I will definitely returned. LOVE Torquay!!!
Stayed 5 nights in Aug 2023
Response from JCN on 22 Aug,2023
Thank you for your review. It was great to hear that you love Torquay and had a great stay with us. We hope you will come back again soon.

10/10 Excellent

Constantin

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good place to stay for UK weather.
Stayed 3 nights in Aug 2023
Response from jcn on 9 Aug,2023
Thank you for your review. We look forward to seeing you again soon.

8/10 Good

Nick

Stayed 2 nights in Jul 2023
Response from JCN on 22 Aug,2023
Thank you for your review - we look forward to seeing you again in the futures.

10/10 Excellent

Judi

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
very large lots of facilities very clean and pleasant staff
Stayed 1 night in Jul 2023
Response from JCN on 24 Jul,2023
Thank you for your review - we hope to see you again soon.

4/10 Poor

Justine

Travelled with family
Liked: Cleanliness
Disliked: Staff & service, property conditions & facilities, room comfort
Not great
Rock hard beds Fire alarm went off at 515am all had to go out in nightwear, no staff anywhere to be seen, no explanation given, all back in again ten mins later. Drunk / deranged people in room next door arguing, shouting, banging doors all night. Staff on reception not very friendly.
Stayed 2 nights in Jul 2023
Response from JCN on 11 Jul,2023
Thank you for your review. We are sorry that you found the beds hard. We regularly check and replace mattresses as needed and we are able to provide mattress toppers on request to any guests who prefer a softer option. Whilst I understand the inconvenience of a triggered fire alarm at that time in the morning, it is there for your safety and we as a hotel have no control over when and how it gets activated. The team member at that time was most probably going to the point of the alarm activation as part of procedure. I will remind the team to be vigilant throughout the night and during regular floor walks to ensure all our guests have a pleasant stay. Finally, I will be sure to pass on your comment regarding the friendliness of the reception team to my front of house manager.

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, room comfort
Great location, close to the beach. Room need a bit of TLC but were clean. Breakfast was good, could do with Gluten Free options
Stayed 1 night in Jun 2023
Response from JCN on 28 Jun,2023
Thank you for your review. We are glad that you enjoyed breakfast. We do offer a full range of Gluten free items which are available on request. We hope to see you again in the future.

8/10 Good

Scott

Stayed 4 nights in Jun 2023
Response from JCN on 18 Jul,2023
Thank you for your review.

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Jun 2023
Response from JCN on 15 Jun,2023
Thank you for your review - we hope to see you again soon.

8/10 Good

Emmaline

Stayed 1 night in Jun 2023
Response from JCN on 12 Jun,2023
Thank you for your review - we hope to see you again.

2/10 Terrible

Harj

Stayed 1 night in Jun 2023
Response from JCN on 12 Jun,2023
We are sorry that it appears from your score that you did not enjoy your stay with us. We really want our customers to enjoy their break with us and would urge anyone to discuss any concerns they may have with our team while they are here .

6/10 Okay

Krutika

Travelled with family
Liked: Cleanliness, staff & service
It was a good holiday in TLH Carlton . Facilities are good. Kids had fun. Due to hot climate, it was difficult to sleep without AC. AC would have been better in rooms.
Stayed 3 nights in May 2023
Response from JCN on 2 Jun,2023
Thank you for your review. It was great to hear that you and your family enjoyed our facilities. We hop to see you again soon.

10/10 Excellent

Ian

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
We have stayed before, parking is good although charges have been introduced. Pools are lovely but would like age limit dropped for indoor swimming with adult supervision as lifeguards are present. Food is excellent good value for money. Evening Menu needs to be extended we had to eat out too accommodate both children. Outdoor tables for smaller numbers single or couples occupied tables suitable for families
Stayed 2 nights in May 2023
Response from JCN on 2 Jun,2023
Thank you for your review and the very useful feedback. We are so pleased that you chose to return to us after a previous stay and we hope to welcome you back again in the future.

10/10 Excellent

Taruna

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in May 2023
Response from JCN on 2 Jun,2023
Thank you for your review.

10/10 Excellent

MARTIN

Stayed 4 nights in Apr 2023
Response from JCN on 26 Apr,2023
Thank you for your review.

6/10 Okay

Amanda

Stayed 1 night in Apr 2023
Response from JCN on 21 Apr,2023
Thank you for your review.

2/10 Terrible

Sarah

Stayed 1 night in Apr 2023
Response from JCN on 21 Apr,2023
Thank you for your review.

2/10 Terrible

Sarah

Travelled with family
Liked: Amenities
Disliked: Property conditions & facilities
We have been to the DLH in the past and enjoyed our stay. But really upset with this hotel complex now! The hotel complex has always been busy and well used. But the Carlton has seen much better days. The reception staff were friendly when checking in but the whole hotel is stifling hot!! When opening the bedroom door the heat inside was very uncomfortable, but we were going to enjoy our time what ever happened so just opened the window about 3 inches as that was all that was permitted as the window frame have been screwed to limit the opening. Used the the shower the bath matt also had mould present on it. But after getting ready for bed we all led on our beds and realised this might not be so easy!! For 4 hours all four of us tried very hard to fall asleep but to no avail with mattresses that probably should’ve been replaced 20 years ago no one could sleep the beds were like a bag of cement with large old springs sticking into you bodies. Not one bed but all three!! The room was stifling with the curtains open to try and get what air there was into the room, trying to lay on top of the duvets to soften the mattresses really didn’t help as if you moved you just felt and heard the springs. So after packing our things in the middle of the night and telling the night porter we couldn’t physically sleep in our room, he offered to help us with our suitcases. We lost out on our precious few days as a family and the hotel gained money for a night we shouldn’t have had to pay for.
Stayed 2 nights in Apr 2023
Response from JCN on 26 Apr,2023
We are sorry that you found the room hot and the beds uncomfortable. We regularly check and replace mattresses as needed. We also review all customer feedback and we haven't had previous comments about mattresses in this room. We are able to provide mattress topper to any customers who prefer a softer option.We are sorry you took the decision to leave early as a room change may well have allowed you to enjoy the rest of your stay.

8/10 Good

A

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Can’t fault good value
The Carlton is lovely hotel a little dated but that’s Torquay. Has super facilities pools gym spa. Entertainment throughout the day and night. Food was great and staff very professional so helpful
Stayed 3 nights in Apr 2023
Response from JCN on 14 Apr,2023
Thank you for your review. We are so glad you enjoyed our food, entertainment and facilities. We hope to see you again in the future.

10/10 Excellent

Colin

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Aug 2022
Response from JCN on 7 Sept,2022
Thank you for your review - we look forward to seeing you again soon.

10/10 Excellent

Lisa

Stayed 1 night in Aug 2022
Response from jcn on 2 Sept,2022
Thank you for your review - we look forward to seeing you again in the future.

2/10 Terrible

Mariana

Travelled with family and small children
Disliked: Cleanliness, property conditions & facilities
I booked a family room for 2 nights for the bank holiday. There was holes and dirt on the walls, broken door boards and on beds, mould and damp in the bathroom, hair on the anti slippery mat, rusty kettle and a funny smell in the room. I had to aerate the room, but with a toddler was difficult to keep it open all the time. There was no shampoo or shower gel, so good thing I had the baby wash, so I also used it. I wanted to change the room but the reception was busy or nobody at the reception. When we left today, we were not even asked how was our stay. No feedback at all. The breakfast was quite poor, the fruit salad were not fresh. I believe the place needs a health and safety visit. For £200/night, it was absolutely disappointing.
Stayed 2 nights in Aug 2022
Response from jcn on 31 Aug,2022
Thank you for your review. I am sorry you had concerns about the quality and cleanliness of your room. This is an unusual comment as we normally receive very good feedback. Reception is open from 8a - 10.30pm so it is concerning that you were not able to raise these issues while you were with us as we would have been able to find a solution for you. The nightly rate of 167 was for a family room sleeping up to 3 people on a Bed and Breakfast basis inclusive of 20% VAT.

8/10 Good

daren

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great time,hotel a little tired but with all amenities can be forgiven,superb time was had by all. We will definitely stay again.
Stayed 4 nights in Aug 2022
Response from JCN on 31 Aug,2022
Thank you for your review - we look forward to seeing you again.

10/10 Excellent

Daniel

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Aug 2022
Response from JCN on 8 Aug,2022
Thank you for your review - we look forward to seeing you again in the future.

2/10 Terrible

Fiona

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Tired and dated with ground in dirt throughout.
Stayed 1 night in Jul 2022
Response from JCN on 3 Aug,2022
Thank you for your review. I am sorry you felt areas of the resort were dirty - we normally score extremely high in all our reviews for cleanliness so this is very surprising and I would like to apologise for any short comings that you saw. I do hope that you advised reception of your observations during your stay - our housekeeping team would then have been able to take the appropriate action.

8/10 Good

Andrew

Disliked: Property conditions & facilities, room comfort
Nice location hotel run down
We have stayed at this hotel many times before lockdown,we love the location and if you have good weather,we love the outside space for relaxing and chilling in the sun with a drink. The hotel has always been in need of some tlc but this time it was in great need. The double bed in our room had the worst mattress Iv ever slept on. Carpets in hallways stairs threadbare. Holes in chairs in the dining room. Slow to refil buffet items at breakfast The menu at the Aztec bar is now mainly burgers,pasta pizza,used to have proper meals which were really nice. Sunloungers are nearly all broken,although the seating area tables and chairs seem to be new
Stayed 6 nights in May 2022
Response from JCN on 11 Jun,2022
Thank you for your feedback. I am so sorry that on this occasions you found areas that we can improve. I am sorry that you found the mattress uncomfortable. We do provide toppers if the mattress is to firm however I have asked our team to check that it doesn't need replacing . I am glad that you enjoyed our new outdoor seating area. Our Bistro menu regularly changes with the seasons. Our sunloungers are checked each morning so it was disappointing to read that you found some were broken. I would like to assure you we have an on going programme of investment which will renovate and refresh both our public areas and our bedrooms. Thank you again for your feedback and I do hope you will stay with us again when you next visit Torquay.

10/10 Excellent

Anthea

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Mid week spring break
Great family holiday friendly and helpful staff clean surroundings great indoor pool area. Nice food
Stayed 4 nights in Apr 2022
Response from JCN on 10 Jun,2022
Thank you for comments - it was great to see you enjoyed your stay with us and we hope to see you again soon.

10/10 Excellent

M

Travelled with family
Liked: Staff & service, room comfort
Stayed 3 nights in Apr 2022
Response from JCN on 10 Jun,2022
Thank you for your review score.

2/10 Terrible

Verified traveller

Disliked: Cleanliness, property conditions & facilities, room comfort
Huge disappointment
We were due to stay for a whole weekend, but left before even staying on the Friday night. Holes in the walls, broken floor boards and carpets, mould and damp in lots of places including our shower and wallpaper hanging off the wall in our room. The food was awful and just tasted like it came out of a microwave and is very expensive for what you actually get. I'm not sure how this hotel is still up and running, it need a visit from the health and safety officer.
Stayed 2 nights in Apr 2022
Response from JCN on 13 Apr,2022
Thank you for posting your review. We have been able to trace your booking and have authorised a full refund to be paid to you. We are sorry that you felt unable to stay particularly as we have been unable to find examples of broken floor boards and carpets or mould. As you left before dinner it is unclear where you ate and unfortunately neither our Bistro nor Alberts have any records of complaints being made on Friday. We would value the opportunity of following this up as we normally receive good comments from our retail food outlets. Your photos show that our procedures for checking a room were not followed prior to your arrival for which we are very sorry. We have taken steps to rectify the issues shown and ensure that our procedures are followed more robustly in the future. Once again I am sorry that you did not give us the chance to rectify they these issue by offering you a change of room or even the chance to stay in one of the 3 alternative hotels that are on site. I trust the full refund meets your approval.

10/10 Excellent

Justin

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Gr8 4 families-resort facilities, not just a room
Excellent facilities (pools, sauna, jacuzzi, game room) and staff. Rooms reasonable/decent - must remember it is 3 star even if facilities seem more 4 star
Stayed 3 nights in Apr 2022
Response from JCN on 8 Apr,2022
Thank you for your review. It was great to see that you enjoyed our facilities. We hope to see you again.

10/10 Excellent

David

Travelled with family
Liked: Staff & service
Disliked: Room comfort
Old fashioned, but very nice.
Beds were very uncomfortable, decor looking for a re vamp.the facilities for families is brilliant with lots of things to do on site,and the spa was very good.staff were very polite and helpful, very well dressed also.food was good,Aztec bar was my favourite. Overall,for a family break,I would definitely recommend this place.
Stayed 3 nights in Jan 2022
Response from JCN on 1 Feb,2022
Thank you for your review - we appreciate the feedback. It was great to read that you enjoyed so many of our on site facilities. Hopefully we will see you again on your next visit to Torquay.

8/10 Good

David

Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Room comfort
Suffering from heatstroke in England in October
The Carlton was generally it's excellent self, however on this occasion it failed badly because the room was too hot and the heat could not be adjusted. The radiators were either very hot or had to be turned off. Even with the radiators off the duvets were extremely thick and consequently we didn't get one nights sleep in the 4 days. We asked for it to be adjusted but didn't find any evidence of it being done. We even slept with the window open despite being on the ground floor next to some car parking spaces. The water coming from the cold tap in the bathroom was always warm presumably because of their closeness to the hot pipes.
Stayed 3 nights in Oct 2021
Response from JCN on 27 Oct,2021
Thank you for your feedback. I am sorry you found the rooms to be so hot. I have referred this to our maintenance team to investigate further. We did turn the heating down throughout the complex due to the mild weather we have been experiencing however it doesn't sound as through this improved the situation.

8/10 Good

Krzysztof

Travelled with family
Liked: Cleanliness, staff & service
Ok hotel for 3star.Staff friendly
Stayed 3 nights in Aug 2021
Response from JCN on 6 Sept,2021
Thank you for your review and the kind comments about our staff. We do hope you will consider staying with us again in the future.

10/10 Excellent

Lee

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 7 nights in Aug 2021
Response from JCN on 13 Aug,2021
Thank you for your review - we hope to see you again in the future.

10/10 Excellent

Sally

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Jul 2021

6/10 Okay

Doreen

Liked: Staff & service
Disliked: Property conditions & facilities, room comfort
Staycation holiday
Staff all very friendly, we booked breakfast & evening meal food excellant,room ok but ask for a matress topper mattress worn,i would go back there as facilities are very good including entertainment
Stayed 7 nights in Jul 2021
Response from JCN on 15 Jul,2021
Thank you for your review - we are glad you enjoyed the facilities we offer and we look forward to seeing you again soon.

8/10 Good

Andrew

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Jun 2021
Response from JCN on 21 Jun,2021
Thank you for your review - we appreciate the feedback.

6/10 Okay

Verified traveller

Travelled with group
Liked: Staff & service, amenities
Disliked: Cleanliness
I personally would not stay here again, I thought that the hotel felt like it needed a jolly good face lift. I must say however, that the restaurant staff are very helpful and pleasant and Vivienne, Maggie and Carla from the reception team in the complex are also particularly helpful and nice.
Stayed 6 nights in May 2021
Response from JCN on 7 Jun,2021
Thank you for your review and the kind comments about our team. I am sorry you felt the hotel needed a face lift - we have an on going programme of maintenance and refurbishment so I do hope you will consider a visit to u again in the futures. I do hope you were still able to enjoy all our facilities and everything that Torquay has to offer.

10/10 Excellent

Verified traveller

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good location, excellent Spa facility, great food and service. Would stay again.
Stayed 4 nights in May 2021
Response from JCN on 28 May,2021
Thank you for your review - I am so glad you enjoyed your stay with us.

10/10 Excellent

Pete, West Midlands

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good service and friendly staff, nice and clean and close to everything
Stayed 2 nights in Nov 2020
Response from JCN on 7 Dec,2020
Thank you for your review. We hope to see you again in the future.

8/10 Good

Wendy

Travelled with family
Liked: Cleanliness, staff & service
Disliked: Room comfort
Lovely resort could use a slight decor makeover.
The actual resort was lovely although some of the decor could do with touching up. The general eye wouldn't notice and all staff seemed accommodating and certainly helpful if required. It was noticed that ceilings, windows & some corners of walls are tired with flaking paintwork but it didn't impact the main view. Walking around other areas looked good for younger families, with soft play, 10 pin bowling, arcade games and there was evening entertainment & food/cafe available which we didn't experience but good options. The Aztec pools were definitely an added bonus for our break, obviously it was busy whichever session due to half-term but the rules kept you safe, although slightly contradictory on cleanliness as unable to have a shower out of steam/sauna so dip back in pool or jacuzzi unwashed. The most unfortunate part of our stay was the beds & sitting comfort in the appartment. The double bed was rock hard, the single bed had springs poking up & the sofabed mattress was thin on the springy frame. There were 6 dining chairs & the tired sofabed settee which didn't help relaxation. Heating was awkward to regulate but our actual overall experience of the hotel was good, especially as when I mentioned at the checkout about the beds they mentioned we could have had mattress toppers to help with comfort although it may have been better to have known that option before the end of our break. We would stay again, hopefully with better weather.
Stayed 7 nights in Oct 2020

8/10 Good

Valeria

Travelled with family
Liked: Cleanliness, staff & service, room comfort
Good value for money
Stayed 1 night in Oct 2020
Response from JCN on 28 Oct,2020
Thank you for your review.

10/10 Excellent

Trevor

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Friendly well organised hotel.
Just stopped for one night travelling back from Cornwall but wished we had chance to stay longer. Staff were lovely, food was good and facilities were fantastic.
Stayed 1 night in Oct 2020
Response from JCN on 28 Oct,2020
Thank you for staying with us - hopefully you will come back soon and enjoy all that we have on offer.