Carlton Hotel - Part of Cairn Newcastle Hotel — Hotel in Newcastle upon Tyne

This hotel was a huge disappointment and absolutely not as advertised. The only positive I can say is that the cleaning staff were polite and tried their best, but the rest of the staff were rude and unhelpful.||The rooms were nothing like the pictures online – very small, basic, and smelled so bad that we had to go out and buy air freshener just to tolerate it. The bathroom was in shocking condition: broken tiles, a toilet that barely flushed, a dirty shower covered in mould and even other people’s body hair. There was also hair on the bedroom pillow when we arrived, which was unacceptable.||Noise was another major issue. The bar downstairs was extremely loud, and when we tried to put the TV on low to drown it out, staff repeatedly knocked on our door telling us to keep it down. The windows couldn’t be opened either because of how loud the bar was outside.||On top of that, we were three young women in our early 20s and felt extremely uncomfortable as we were harassed every single night by the male night porters. They would stand directly outside our door listening to our conversations, and then call us from reception telling us to speak more quietly because they could hear us through the door. On our final night, when we had an early flight and had to leave for the airport in the middle of the night, the night porters told us to “go to sleep.” When we explained we had a flight to catch, we were simply told again to “just go to sleep.” This behaviour was completely inappropriate and made the stay feel unsafe.||To make matters worse, there was never anyone at reception during the day if you needed help. Instead, there was only a phone that connected to another hotel reception, which would ring for 15 minutes or more before cutting off. No one ever answered, no matter how many times we tried.||The room itself was very dusty, the carpet had a foul smell, and overall the place felt unclean and poorly maintained.||Would absolutely not recommend this hotel and we will never...

We made a booking through the website which said that the check-in time was 13:00. The receptionist without checking anything told us that our check-in time was 15:00. Didn't clearly explain anything. No luggage room was there in the lobby to store any of our things till we wait for our check-in. She kept talking looking at us like we were gonna run away with something. Also, the hotel has two buildings. The Carlton is across the street, opposite the Waitrose. And, the car park for that building is behind it. The receptionist said that the car park is behind a pizzeria. We wasted a good 20 minutes searching for the car park behind the pizzeria going round and round in circles. As we are tourists in a new city, they could explain it more precisely and in a little more detail. Could have given us a map or a drawing on a sheet of paper. Something that could help find the Carlton or the parking without us dragging our luggage around in the cold. The room was neat. But the bathroom hadn't been cleaned properly. There was hair all over. There were two keycards provided for each room. Only one of them worked. Overall, it was not a great stay. They can definitely improve on customer service and the staff can be a bit more clearer in explaining the rooms location to tourists who are new...

Can’t understand all the negative reviews about this hotel? I think people think they are booking the sister hotel, The Cairn, over the road. You aren’t and your booking form should stipulate the Carlton or the Cairn. From the outside The Carlton does not look much. However, the family room inside was fantastic and freshly renovated. You get free parking here. Some spaces require you to double park, but we managed to get a single private space. TIP: if you arrive early, we arrived at 12pm, you can ask to drop your car off. There are many free single spaces. The hotel is above a busy bar, but it closes at 11pm and didn’t cause us any issues at all. Bed, very comfortable, lovely big bathroom. Located in an affluent area of Newcastle. We didn’t bother booking breakfast as the hotel is next to Cafe Nero and Greggs bakers plus a Tesco. Much cheaper and much tastier. Hotel is only doing continental breakfast in a bag, which is a shame considering restrictions have now been removed. Staff are lovely here and very helpful and friendly. I recommend this hotel and still can’t understand the...