Carlton on Trent Vacations from NT$36,954

The only real positive about our stay was the efficient check-in process. We had booked two rooms, which were generally reasonable and the bathrooms and showers were clean and well maintained. Breakfast was also acceptable, with warm cooked food available despite the expected busy period around 9am. Unfortunately, several issues significantly affected our stay. One room had noticeable red stains on the carpet, which was not a great first impression. More importantly, the rooms were advertised as having sofa beds, yet only one of the rooms provided had a sofa bed and that was broken and unusable. The response from reception and customer service was extremely disappointing. We were repeatedly told that the room was a standard room and that the hotel was fully booked, so nothing could be done. At the same time, staff stated they could help if we could provide evidence that a sofa bed was included in the booking, which we could. This was contradictory and left us feeling that nobody was interested in resolving the issue. Calling reception for assistance was ultimately a waste of time. To make matters worse, the air conditioning in both rooms was not working. We were only informed of this at check-in, when there was no realistic alternative due to the hotel being fully booked. Overall, this was not a particularly pleasant stay. While some aspects were adequate, the poor customer service and unresolved room issues outweighed the positives. I would not choose to stay here again.