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Carlisle Station Hotel, Sure Hotel Collection by BW, Carlisle

Court Square, CA1 QQY, Carlisle, Great Britain - See on a map
Carlisle Station Hotel, Sure Hotel Collection by BW - Carlisle grounds and hotel The Carlisle Station Hotel, Sure Hotel Collection by BW is ideally located in the center of Carlisle. Come and experience our hotel near the major tourist attractions. Best price guaranteed and exclusive deals.

The elegant Carlisle Station Hotel, Sure Hotel Collection by Best Western is superbly located in the city's historic Court Square, just steps from the railway station next door. This striking Victorian building is brought up to date with its contemporary interiors and mood lighting, making it one of the most sought-after places to stay in Cumbria's only city. If you're arriving by car, we offer onsite parking – something of a rarity for a city center hotel in Carlisle. The hotel is an ideal base if you want to combine a city break with a trip to the Lake District to explore its beautiful landscapes and enjoy exhilarating walks and water sports. You can even hop across the border to Scotland, taking in two countries in one day, while a visit to Hadrian's Wall is not to be missed. In the city itself, uncover the turbulent past of the 900-year-old Carlisle Castle, catch a show at The Sands Centre or enjoy a flutter on the horses at Carlisle Racecourse. Our Victorian Ballroom is a stunning space to hold a conference, exhibition, celebration or event and, for those staying overnight, we've tried to make our accommodation as comfortable as possible. With 70 bedrooms all offering superfast Wi-Fi, a flat-screen TV and 24-hour room service, both business and leisure will be a pleasure when you spend time with us.

Sure Hotel Collection

Carlisle Station Hotel, by BW

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Hotel advantages

  • Catering Services
    Catering Services
  • Lounges/bars
    Lounges/bars
  • 24-hour front desk
    24-hour front desk
  • Safe deposit box
    Safe deposit box
  • Multilingual staff
    Multilingual staff
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Guest reviews

In partnership with tripadvisor fr
based on 1682 guest reviews
NOTE ISSUED
Excellent
482
Very Good
421
Average
340
Poor
216
Terrible
223
REFER TO NOTICE
Business Business
353
Couples Couples
690
Family Family
178
Friends getaway Friends getaway
213
Solo travel Solo travel
81
SUMMARY NOTES
Cleanliness
Location
Rooms
Service
Sleep Quality
Value

"Afternoon Tea"

5
User 21/12/2021

Afternoon Tea at the Station Hotel was extremely good and amazing value for money. The staff were very friendly and helpful not only to me and my guest but I observed that they were attentive to all their customers. Centrally located and easy to find for any visitor to the city.

"How can I contact the hotel direct?"

1
SuziJJay, Whitehaven, United Kingdom 14/12/2021

We stayed at the hotel on 26 to 28 November, We parked in the car park as a customer of the Carlisle station Hotel. My husband is disabled and struggled to get out of the car due to large cars and bad parking behaviours within the carpark. The disabled bays which we have used on previous visits were taken up by a skip and were inaccessible. On checking into the hotel we asked if there was alternative parking available given the restricted access to our car and the receptionist informed us that parking on the station was available and if we wanted to move the car then she would 'sort' the hotel parking. I moved the car, and informed the receptionist that it had been moved and thatwe did not wish to make use of the hotel car park. We were disappointed to then be issued with a parking charge notice from Parking eye. We have appealled the charge and wanted to contact the hotel to see if the charge can be cancelled by them. I can't find an email address for them and messages through Facebook are ignored. This has totally ruined any positive experience we may have had from our visit. How can I contact the hotel directly?

"Xmas shopping"

1
User 12/12/2021

So disappointed in hotel stay which should have been from Fri to Mon, however left Sun lunchtime as couldn't face another eve. Firstly lift was out of service so struggled with case up 2 flights. Initial room was disgusting with stained carpet, badly chipped furniture, a bathroom with a broken cistern lid and black fungus on the tile grouting in the bath area. Credit to the reception staff who changed our room to a 'double executive' room and to Sue the manager who gave us a voucher for a free drink in the bar and also took us to the new room.. The second room whilst larger with better furniture was still very dated and the bathroom was again sadly lacking (huge spider web in bathroom window - so much for rooms having deep cleans), a leaking pipe whenever toilet flushed and again mould in the grouting. Free drink in bar appreciated, however no coke, either in tap, bottles, cans etc although barman did find a small bottle of diet Pepsi from other side of bar, unfortunately once drank discovered it was out of date. No meals being provided apart from breakfast (which to be fair was very good) no restaurants available without booking therefore had a bag of chips and pizza in room. Managed to get a booking for 2nd night, however could only get 4pm slot for dinner. The only saving grace are the staff who are working under undue circumstances and in particular Rebecca who was a credit to the hotel. Downstairs of hotel looks fresh, however the guest rooms let it down massively.

"Lovely few days spoiled by the leift not working and we were on the 3rd floor in our 70s"

4
jim m, Blackpool, United Kingdom 09/12/2021

We have stayed many times at this property all with no complaints what so ever top rating every other time. I have reduced the star rating by one for this reason. The room was really nice and cosy and warm clean everything you could ask for. The breakfast was also excellent as were the staff in the Dinning room. I couldnt fault anything the food was lovely. It was the lift breaking down in the late afternoon of our second days stay. We were on the third floor an my wife has Angina and chronic arthritis and bone degeneration especially in her feet they have collapsed and its very painful when she walks. To be told the lift wasnt working and they didnt think it would be fixed so quick. I explained how bad she was and the girl behind the counter went to see the manager and offered to move us to a room on a lower floor. We were leaving the following morning . She didnt want to make a fuss she told her. But we also told her that when we left the room earlir that morning some workmen were fitting new locks on the 3rd floor and that we should see reception for a new key when we came back in that day. Which we did . The lady gave us 2 new key cards saying these will open it, So we set off on the great trrek to the third floor. She had to stop on second floor to take an angina pill and we had to wait there until the pain stopped. When we ventually got to the room we found the key wouldn't open the door. So I had to set off back down the stairs again to get the right key again There was a workman on the landing who let us in

"Lovely 2 night stay"

5
Angela L, Kyle of Lochalsh, United Kingdom 30/11/2021

This hotel was very welcoming, the staff very friendly and helpful and made you feel welcome, the bedrooms are very spacious and well equipped and they have the most comfortable beds. This hotel is ideal if you are travelling by train being situated just outside the hotel. Lovely bar and restaurant area. We just really enjoyed the ambience that this hotel gives and will defiantly be staying here again.

"What an experience! :)"

4
User 22/11/2021

Upon arrival we were greeted by the very helpful gent in Reception - Chaz, our ignorance to check in prior to arrival wasn't any hassle and I even got guided towards moving my ev so i didnt get a fine from the po po or local enforcement agent. Luckily there was a Vicotrian map available #blackandwhite for guidance :( but all in jest i just took burnt some atoms across the paid carpark into the private car park. Once i had parked the delorian futuristic motor in the parking lot, i returned to reception to find Rebecca mopping up the mess of a scruff #vomit in an instant as soon as it had been reported by a fellow guest of the hotel #commendable. I was applied to room 301 where i found a well presented room except for the bog roll that had seen some 'dirty water' and placed on the radiator to dry out, amongst the 'dirty matter' on the back of the toilet. The experience wasn't hampered too much though as i collapsed onto the bed which felt good enough to sleep on. After a brief chill after a long day on the road i attempted a warm shower, which in fairness took a while to come through, potentially as i was on the top floor? After this the experience we were met by the front of house master AKA Rebecca! This well presented exemplar of an employee was just immense...couldn't do enough, we had a proper laugh and banter, this experienced young ladies service is second to none and i just wish all establishments could be complemented by this ladies service! Well done Rebecca x

"Don't stay here - not so Best Western"

1
tanithalex, Larnaca, Cyprus 21/11/2021

I would never stay here again. We came up from Wiltshire for an engagement party and after such a long drive booked an executive double. On the website it states these rooms are 30m2 with seating area so we expected a room with space and a place to relax. As we entered the reception we were greeted with decor that was expected from a Best Western…. Marble floors, high end carpentry with an art deco twist; elegant and classic. This is obviously where all the budget went to because the reception was the highlight of our visit. The room we were shown to was maybe 15m2 and the bathroom had a shower over the bath, sub-standard boxing in around the pipes and a beige bathroom suite that probably didn't look decent when it was fitted in the 1970's. There was no seating area, unless you count the tired chair by the desk, but this was not the room we had booked. We went back to reception and they confirmed that it WAS an executive double. We asked for a different room, preferably one where we didn't have to climb in and out of a bathtub to have a shower. We were given a classic double that was even worse than our original room. The carpet was threadbare, thick dust on top of the mirror frame, the bed sheet didn't even fit the bed and the pillows were flat. The only saving grace is that the staff were helpful, they are probably used to dealing with disappointed guests. For an extra £30, we could have booked a 2-roomed suite at another central hotel and I wish we had. Even a travel lodge is better than this place.

"What nursery feels like!"

2
600Sambo, Sekondi-Takoradi, Ghana 08/11/2021

A posh looking and satisfactorily clean building that just reminds you of how untrusted you are! If you're a gamer, forget it as the TV is boxed in so no chance of plugging any type of console in there which is probably fair enough as it's their TV after all, but worse than that if you like to use your phone while it's charging, well, this is not the place for you! They have gone to the extra trouble of hard wiring the bedside lamps so the nearest plug socket is at least 10 feet away from what would be a comfortable position in the bed! Absolute joke!

"Bit old and tired - But..."

4
Icouldtravelmore, Horsham, United Kingdom 07/11/2021

+ Really friendly and helpful staff public areas seem clean and modern Beds are soft but comfy No noise from station or nightlife Central location - rooms a little tired and old fashioned some fixtures and fittings in the bathroom could do with replacing Overall, good for a value for money stay for one or two nights

"Definitely worth a visit and make up your own mind"

4
User 24/10/2021

After reading some reviews I was dreading arriving. The hotel is right outside the station so very convenient to travel by train. Check in not until 4pm and were very strict in this regard, however there is a storage facility for baggage which I utilised. The room we stayed in was a double and a good size and very clean. Only downside was that our room overlooked an area of a pub which had tables and I assume smoking area and was extremely loud late on in the evening. The hotel restaurant was closed, but said we could eat in the bar as they had a restricted bar menu. I spoke with the chef Sue who was extremely helpful and went out of her way to provide me with a gluten free meal which was amazing. Most of the bar staff were extremely pleasant and helpful. Breakfast was a buffet on Saturday but a plated service on Sunday, all of which was lovely. Would I stay again? Definitely but would request a room on the opposite side of the building from 206! All in all we had a very pleasant stay Thank you to all of the staff

"Very Dated for the money"

2
dcrosswaite, Leeds, United Kingdom 22/10/2021

The hotel is ideally located in the centre of Carlisle, However the hotel is very dated, My room was very spacious but had not been decorated in years by the looks, the TV on the wall was far too small for the size of room , the Staff although helpful were very slow and everything took ages, Breakfast was served from 7 but was late out and then took 10 minutes to order. all in all much better hotels in the area

"Pleasantly surprised "

4
Gib_kat16, Leicester, United Kingdom 19/10/2021

After reading reviews we were worried but were pleasantly surprised. Yes it needs updating, is a bit tired here and there, also breakfast could be better. BUT The staff were amazing and friendly especially house keeping, the rooms were clean and tidy, the hotel is right next to the train station and brilliant for city centre activities.

"Very good"

4
User 18/10/2021

We had 3 rooms for a family event. One suite which was newly decorated and very large ( new carpet would improve aesthetics ) . Shower took a long time to get hot but was very good when it did. Other rooms ok , in need of some update but in the main very clean . Housekeeping and staff generally very good. Excellent location but was noisy at night at the weekend external noise

"Good Location, Needs a Bit of TLC"

4
rayraynewby, Bury St. Edmunds, United Kingdom 17/10/2021

I stayed at this hotel for four nights as part of a Rail Discoveries Tour. My room was quite a decent size with a large bathroom/WC. It did take me while to find the bathmat which was hidden in a wardrobe. Would have been better left in the bathroom. My room had an iron and ironing board and tea and coffe making facilities. The breakfast in the morning was good although some of the hot items were under the lights for a while. The evening meals we had on two nights were OK. It wasn't Michelin starred but was palatable. The staff were all very good especially Rebecca. The bar was very good and service was very prompt. The location of the hotel was excellent being right outside Carlisle Railway Station with plenty of bars and restaurants very handy nearby. On the downside the hotel does need a little bit of TLC. My toilet seat was very movable and the towel rail was coming loose. One of my bedsheets had a rip in it as well. However my stay here was very good.

"Worst hotel we've ever stayed in;"

2
User 07/10/2021

We booked with Rail Discoveries again, knowing them to be reliable, and despite the bad reviews of the Station Hotel, Carlisle, thought they would not use poor accommodation. Having stayed 4 nights we have had to revise our opinions. The hotel itself left a lot to be desired. The downstairs areas had obviously been refurbished, but our bedroom was very tired and shabby, and the lighting very poor, even with all the lights on, and a broken window pane. The bathroom was a disgrace; and very small; I could reach both walls without straightening my arms, and the shower cubicle had extensive black mould and needed a thorough clean. The plastic curtain was missing rings and was far too long, creating a potential trip hazard. The WC took at least 5 minutes to refill and was therefore difficult to flush. . The standard of food at breakfast and the two evening meals were of poor quality and disappointing and our bottle of wine which cost £24 we would not have expected to pay more than £18 - again poor quality. Other recommendations were made to eat out, but Carlisle's restaurants all close on Mondays and Tuesdays, so was of no help. The staff on the other hand were friendly and courteous and obviously working under difficult circumstances. . Nothing would induce me to return to this hotel, even if you paid me., and feel Rail Discoveries have let themselves down by using this place and I would definitely NOT recommend this hotel..

"Rebecca is exceptional"

5
994andyc, Carlisle, United Kingdom 27/09/2021

We were after a couple of drinks and Rebecca on the bar was very accommodating. We couldn't get into the local rubbish bats as I was wearing shorts!! Monday and we were willing to spend lots! Rebecca accommodated us and also showed no embarrassment in charging £1.50 for a packet of crisps….although they were Tyrells so we didn't minds too much. Give her a raise she's amazing!

"Not good"

1
Kevin H, Lancaster, United Kingdom 25/09/2021

Paid £96 for a single room on a Friday night - I think 1/2 this price would have been more appropriate. My train arrived at 2.30pm and thought I'd just go & see if room was ready and I could drop my bag off but the guy on reception bluntly just said no check-in is from 4.00pm without even checking to see if room was ready. Single room wasn't big enough to swing a cat in. Cold tap in sink didn't work, neither did the bedside lamp. The sash window was stuck open by around a foot due to layers & layers of paint. There was secondary glazing but this had no chance of keeping out the noise which came from the bar opposite until the early hours of Saturday morning - had a terrible nights sleep due to this. The whole place is very dated and needs a good spruce up, there is no way the prices they are charging are realistic with the product they are providing. The only good comment was that the staff at breakfast were very good.

"Not good"

1
Ouney, Chelmsford, United Kingdom 25/09/2021

Only good thing about this hotel is its location to the train station Upgraded our room which was a waste of money Two small beds pushed together with sheets and duvet that didn't fit Very old and tired decor throughout Bathroom was pretty awful - Toilet seat didn't fit and moved around and toilet paper was so thin you could almost see through it Very limited breakfast - no orange juice, fruits or yogurt and the cooked breakfast was always cold On the plus side the staff were very pleasant and helpful

"Faulty Towers"

2
User 24/09/2021

Room had not been vacuumed thoroughly, bathroom although clean, was very tired. Food, oh dear, don't know where to begin! Organisation of the dining facilities was chaotic and staff, when asked, didn't deliver.

"Don't bother"

1
welovemarmite, Evenley, United Kingdom 16/09/2021

Don't bother The negatives I chose the hotel as it had an on site restaurant according to their website. I arrived to discover it had been closed for months. Not impressed. I also had lights not working, bed linen missing, a leaking toilet and cold shower. Not that impressed. The positives Breakfast not bad, WiFi good, very handy for the station.

"never again"

2
margerma, Penzance, England 14/09/2021

We have stayed in this hotel many times over the years but never again, the room was small and dingy, the shower was cold, and we were told by the duty manager that it would be fixed, but it wasn't, on the second night of our stay we had the noise from a nearby disco until 3am in the morning, we could not eat in the restaurant or bar, because they where catering for coach parties, the breakfasts were not very good, because the coach parties had got there before us and what was left was cold and there was no bread for toast, I have given it two stars because of its location , but the hotel badly in need of refurbishment.

"Good hotel for the price"

5
jamiesU2844BW, London, United Kingdom 11/09/2021

The hotel is an old building so it's not going to look ultra-modern, but it was very good value for money. The front desk staff were very attentive and friendly. The station next door isn't too noisy but you can hear people going by in the corridor so light sleepers might find it challenging here. Breakfast was good.

"Absolutely disgusting"

1
Julia M, Wigan, United Kingdom 11/09/2021

Ok so will start with the ONLY positive thing I can say; this hotel is in the very centre of Carlisle. However don't expect much sleep, the pub behind our room had a loud disco till 3am. Then bin waggons were emptying the bottle bins at 6am. We paid quite alot for an " executive double room" . When we went to the first room allocated it was twin beds, after being showed a third room we reluctantly accepted, as it appeared to at least have a double bed. However once we got in, we found it was two singles pushed together badly with a gap and a seem making it uncomfortable to sleep near each other. The first thing that hit us was the pungent smell in the room. Then on further inspection found toiletries left behind by the last guests. Mold on the ceiling of the shower and round the bathroom tiles. A sink that took forever to drain and a shower curtain hanging off. The cracked window, which made it impossible to close and the horrible decoration of the room and furniture only furthered our dissatisfaction. With hindsight we should of refused to stay in this hotel, and looked for an alternative. But we had had a long drive from Scotland and been out walking in the afternoon so just wanted a rest. We have stayed in three Best Western hotels this year and all of them were bad, but this is by far the worst hotel we've ever stayed in anywhere in the uk. Whoever gave this hotel a four star rating needs to revisit or consider a career change!!

"Hotel needs some updating but the staff are superb"

3
Jonathan L, Preston, United Kingdom 09/09/2021

As the title says, the owners of the hotel need to spend some serious money on redecorating and updating the furniture. This could easily be a 2 star hotel charging 3 star prices if something is not done which is a shame because it's a grand old building. I was not happy with my room, however my complaint was dealt with in a prompt & effective manner by the manager on duty Neil. The staff are fantastic- you really cannot fault them. In particular little Rebecca who worked her socks off and is always so polite and cheerful. Well done Rebecca,

"Meal out"

4
margaret m, Darlington, United Kingdom 31/08/2021

I went to the Station Hotel for lunch when with a coach trip to Carlisle. We where greeted very pleasantly by the manager & advised where we could sit. The tables were all ready for us, & we had reordered our three course meal. The service was excellent all the staff we met were really polite pleasant & helpful. The meal also was excellent each course was just right & timed correctly. I would defiantly recommend it & if in Carlisle again would eat there.

"Feel bad for the staff but it's awful"

1
Lizmb8845, Nottingham, United Kingdom 29/08/2021

Booked this last minute to extend our holiday. On check in the downstairs lobby areas and reception are perfectly acceptable, the staff friendly but not many of them. The problem with this hotel is the rooms, they are just awful. This is the worst hotel I've ever been in and that's going some. I have already made a complaint directly with Best Western, if management would like to contact directly please do so. Our first room was ok but very dated especially the bathroom, no plug sockets to use. The main problem with this room was being next door to the local rowdy night spot. The base was so loud I could hear my ears vibrating even with the windows and secondary glazing shut. It got too bad and we asked to be moved even though we were exhausted and just wanted to sleep. Reception were helpful and changed our room to what they had left. Room 212 although quieter thank goodness, was in complete state of disrepair. No towels in the room either, I took the ones with me from the old room. Peeling paint and plaster, chipped old furniture, zero plug sockets and the bathroom again was awful although the shower was functional. The two single beds that had been pushed together did not have a topper and the sheets did not fit so we had the lovely crack and sheets and a duvet that didn't fit along with the fusty smell. We were exhausted and just slept hoping breakfast would be ok. Unfortunately breakfast was terrible, no napkins, no menu's, cheap horrible margarine spread and bread nothing else much for continental. When I asked what was for breakfast as no menu's it was just a full English as the only option. I asked for scrambled egg, this came and it looked ok tbf but the eggs had been heavily peppered for me which I don't like. Everything was stone cold and tasted disgusting, the hash browns were obviously cooked ages ago and the beans were freezing. By this time I'd had enough, everything on the plate was cheap quality and cold. I did send it back and told the member of staff it was cold, she didn't look surprised at all. I was offered a new one but the quality of the food was so bad I said didn't want another one. This hotel should not be booking rooms at all, the state they are in is shocking. The parking is a bit weird but not the biggest problem here. I am expecting a refund of some sort as it was not a cheap night and with the Best Western name you expect a certain standard. Don't book here it needs money spending on it, feel bad for the staff. We had two nights previously in the Local Premier Inn which was head and shoulders better standard than this hotel. I hate giving bad reviews but honestly my experience in this hotel really stressed me out and made me feel like I didn't want to stay here as the whole area upstairs is grubby and wants immediate attention.

"Not the best"

3
PaulaH113, Wigan, England, United Kingdom 19/08/2021

No electric in the first room by the time they decided it wasn't working we had to swap rooms but then by that time we missed the first race - breakfast was ok - but no bread left at 8.30 ! The only good thing was the poached egg

"Very Average Hotel, Though Great Location!"

4
User 19/08/2021

We stayed for 2 nights. The Room as a whole was comfortable, cosy and clean and had quite a nice outlook, situated in a great location. The breakfast however, was the worst we've ever had!, we didn't even eat it, on the second morning. Some staff when they did appear, were helpful, though some were not. Overall the hotel in our opinion needs significant improvements, such as A total revamp, catering suppliers etc.. (use local produce). Otherwise people will go else where, like the Mitre and Crown, they are your competition. Please take this, as constructive criticism, as we have stayed in many hotels so we know a thing or two. If improvements are made we would come back again, cause we did like the place, it's just needs bringing up to date with everything! Thanks :) Thanks :)

"Not for us"

3
pamela g, Wakefield, United Kingdom 17/08/2021

Stayed here one night on a coach trip on the way to Scotland and again one night on the way home. We had requested a twin room but were given a double. We were then offered a room that was not fit to sleep in with a filthy window onto a wall. We then went back to our original room and separated the bed into 2 small twins and requested extra bedding. Non arrived so had to request again a dinner. When we got back to the room a single duvet had been thrown through the door. We took the cover off to use as a sheet. On our return visit we were given the dingy room with the dirty window we has refused a week earlier. Again got a double room and we separated the 2 beds. Restaurant staff excellent. House keeping and reception poor. Hotel in a good position to catch our train home. But would not stay again.

"Wonderful Staff! Great for walkers."

5
Whenitgotcold, Milton Keynes, United Kingdom 09/08/2021

We stayed here for three nights when completing the Hadrian's Wall path challenge. The hotel was really busy and you could see how hard the staff were working to keep the guests happy in difficult circumstances. They went out of their way to help us, thank you. Special thanks to Barry and Gemma.

"It was the staff that made the stay enjoyable"

3
aviaraptor, Camberley, United Kingdom 01/08/2021

Although I've rated this experience as a 3/5, the score does not reflect the one thing that makes this experience stand and worthy of some positive reportage - the staff. For those expecting a five star facility and then write poor reviews that would be unfair. This is a a three star venue which is showing its age. Some of the facilities and services are unlikely to be modernised as the very fabric of the building is showing its Victorian heritage. We stayed during one of the hottest weeks of the year - we cooked in our rooms as there was no air conditioning and the fan that we were given struggled to keep us cool. We requested another fan for a member of our party but it never came - I'm sure that the demand was greater than the supply. Fixing the infrastructural issues is probably too great an ask, so the hotel team must make do and the staff must bear the brunt of any dissatisfaction and customer complaints. Notwithstanding all the above, our room was clean and fresh bedding and towels were plentiful as was the seemingly unending supply of count-line chocolate bars and Tunnocks caramel wafer bars placed in our room every night. The food service was good and the “Lobo Loco” house wine of red, white and rosé varieties was very passable and reasonably priced. The breakfast was excellent and freshly cooked (and hot unlike another hotel I could mention which is a five star facility built could not rustle up a warm breakfast - in fact cold breakfast). The chef produced a good dinner on one night from a limited menu with a delicious dauphinois potato dish. However, the reason for this review is that the credit should go to the staff who made the experience a great stay and the reason for my report. The staff were helpful, always smiling and would do just about anything to make our stay comfortable and enjoyable. Credit must go to Phil, the relatively new food and beverage manager, and his team of staff who bore the brunt of our activities aided by a very capable and convivial Ryan in the bar who made us smile. The front of house staff were also very helpful. So don't go to this hotel if your expecting high class quality building - its a 1800's railway station hotel and was probably state of the art when Queen Victoria was on the throne - but do go if you want to be looked after royally by some dedicated people who really care about you as the customer. If the staff had the infrastructure they deserve this would the jewel in Carlisle's accommodation crown!

"Not bad overall"

3
User 29/07/2021

The start of this stay wasn't the best. Using this hotel as a stopover during lots of business miles. There was confusion over payment (business bill back using ATP) as it wasn't showing up on their system. They do have a car park which is very small so I had to find another car park. There is one next door which serves the train station but that is £13 for anything over an hour. The hotel is really quite dated and in much need of a revamp in the rooms especially in the bathroom. My room was quite warm so I did like to have the windows open however my room overlooked a Wetherspoons beer garden which was very loud even on a tuesday night. The hotel is next to a strip of takeaways and bars which were all quite busy. Due to covid the restaurant wasn't up and running but there are lots of different choices all within walking distance. The hotel redeemed itself with breakfast - not a huge continental selection but the cooked breakfast was excellent and catered for gluten free needs very well - they were extremely cautious with its preparation and delivery. Overall not bad - not great.

"Don't recommend"

1
User 21/07/2021

The hotel is in a very good location close to Carlisle town centre and right next to the train station. The hotel itself is very outdated, shabby and generally feels grimy with dirty decor and dirty fingerprints seen on paintwork and reflective surfaces,not great to see during COVID times. I had to pay an additional £10 for parking which in every other hotel I've been at would be free. The bedroom was poorly decorated with shabby chipped furniture, dirty fingerprints again on the door and mirror. Bathroom was shabby and outdated, the water pressure was poor and the water lukewarm. There was only one socket I could plug into. Breakfast was adequate but the full English was hard and dry and had either been reheated or had been baking in the oven for hours. There was no hot water left to make a cup of tea. Overall a disappointment and will not stay again or recommend to anyone. Staying in a travel lodge or premier inn would of been cheaper, cleaner and a much better experience.

"Carlisle"

5
User 17/07/2021

Had a wonderful time in Carlisle. Nothing was too much trouble for hotel staff . Hotel is well positioned & much quieter than we expected. Would recommend it for a short visit to Cumbria Good luck to all the staff & thank you

"Not bad"

3
Rob C, York, United Kingdom 06/07/2021

Needed a central Carlisle hotel for work, other places seemed to be charging an arm leg and spleen for one nights accommodation, in some cases an extra 200% on the price I was charged here. Getting your car to the front door was an adventure as you have to drive away, then left then down then right then left then up and you appear as if by magic outside the front door. Be aware the car park outside the hotel is only 20 minutes short stay. The hotel car park is through the station car park and behind the hotel , get there early as there are only 26 spaces available. Looked at the outside of the hotel, seemed to have been built at the same time as the station so wasnt expecting the Ritz. Clean enough inside, , room upgrade free of charge as a BW frequent flier. Room could benefit from a touch of tlc, but was roomy enough and got a good nights sleep there. Shower temperature was tepid but warm enough to avoid the dreaded "cold water dance" Wifi was streaming quality with no lags, breakfast next morning was ok and arrived without a long delay. Staff on reception and in bar friendly and wiling to engage in conversation Plenty of takeaways locally if you dont want your evening meal at the hotel. Try a 16" calzone from Best Pizza Would I book again, yes

"Wouldn't stay again"

2
User 04/07/2021

Stayed here for 2 nights. The outside of the hotel looks promising and so does the lobby but upstairs is very disappointing. Horrible smell in hallways and rooms. Rooms are so outdated so money now should be invested into revamping the upstairs where people stay rather than making just the lobby look nice. Staff on reception desk seemed like they couldn't give a care in the world. Only staff member that was excellent was the maintenance man on the night. Couldn't of been anymore helpful. Only good things about the hotel is the location and the bed was comfy. Directly outside train station and near town center. Parking was terrible and confusing as you have to actually get a ticket for the train station car park then go round and back out of the train station car park just to get to the hotel car park which isn't well described. Car park was very tight and cramped so if your leaving early morning before others don't expect to get out easy. If I was to visit Carlisle again I would rather just stop in a premier inn than here.

"Hard working staff let down by outdated hotel"

1
AviationGal, Sussex 25/06/2021

On the positive side, the hotel is easily accessible by road or rail. We stayed as part of a package rail holiday so had no choice. The hotel needs massive investment and soon. Whilst the public areas were ok, the bedroom areas were dreadful. Tired to the point of exhaustion. As soon as you enter the corridors it smells stale and badly chipped paintwork and dirty carpet sealing strips do not bode well. The rooms and bathrooms are large but dingy and dated. Windows were dirty with decades of peeling paintwork. Telephones have been removed from the rooms and a mobile phone number was provided but this only went to voicemail. The rooms were not serviced during our four night stay. The bathrooms had a mixture of 1970's honey beige and new white fittings. The colour had faded from the bath and there was mound on the bath seals and grouting some of which as missing. The only saving grace this hotel was the staff who worked hard to make up for the obvious shortcomings. Well done to all of them. As it stands I do not believe this hotel warrants a three star rating and it certainly does little for the Best Western brand.

"Brilliant staff good food."

4
MadameCholet1966, Thrapston, United Kingdom 24/06/2021

Top service from the staff, nothing too much trouble, food hot and tasty, lovely big rooms with solid period furniture. Clean and comfortable with king size bed. Yes it needs decorating and the bathroom is dated but loads of hot water everything works fine. Its a historic Victorian building don't expect sleek and modern. Lovely views from the front.

"Low key and unpretentious"

5
JonXM, London, United Kingdom 22/06/2021

Great stay! The hotel itself is located in an old character filled building right in the centre of town and opposite to the train station and the castle. I must admit that I was initially hesitant to book the hotel on account of some negative reviews about the condition of the hotel. However after staying here for more than a week I am perfectly happy with the hotel in self and the condition is as you'd expect a period building to be. True there are some minor imperfections but that is what you would expect in a building of this vintage. On the plus side you are right in the centre of town directly opposite the castle and directly opposite the train station. I would return to stay if I did come back to stay in Carlisle. The rooms are spacious and the bathroom grandly large. All in all a good stay. .

"Passes with flying colours; undeserving of so much negativity!"

4
PaisleyPaul, Paisley, United Kingdom 22/06/2021

One night stop to break a drive from Scotland to a week in North Wales. Hotels/com said 4pm check in for Covid era but when we inquired 1.45pm or so room was ready. Very pleasant professional staff at check in Room was sizeable with iron and board an hairdryer and a bath-shower combi.. Not new but not looking overly tired either and very clean. Dogs and all day car park £10 extra, their car park is through an arch and 25 seconds walk from front door With dog we do not eat breakfast but many options for breakfast in room (or pavement -it is next to Costa's ) picked up something in nearby Greggs. Did the trick in breaking up our 5 hour drive, no reason we would not stay here again, slaughterous reviews a mystery !!!.

"No Frills"

3
RobbieWynn1576, Stockport, United Kingdom 12/06/2021

I was staying for just one night. At present the hotel needs some investment in the rooms, but as we are still under restrictions, I would hope that the company will be doing it in the future. It's right next to the station. The room I was in needs a good revamp, especially the shower which 8 abandoned in favour of using the bathroom sink to wash. It was noisy outside too, but that's not the hotels fault, but when visiting to be aware of. Happy to stay again in the future, as mentioned, let's hope a good revamp inside is on the cards.

"Bloody AWFUL!!"

1
User 09/06/2021

I have recently just stayed here one night and it was shocking to say the least. From downstairs it looks quite classy and elegant but once you've gone up the lift its completely the opposite. The smelly corridors and the shaky lift. The locks on the door you need to be like mind reading to know which way the key is meant to go in, each time wouldn't let us open the door. When we got in i soon realised the room was very basic. That wasn't a bad thing because it was just for the night. After looking around the room there was chips out of the bath tub, stains in the sheets and a lot of damage on the ceiling with damp i think as the ceiling was peeling away. We pushed all these things aside as it was just for the one night. Then we went to sleep to be woken up at 6am with lots of noise outside our window at 6am and lasted a couple of hours. The staff never told us when we arriving about what time the room needed to be back until we looked at the piece of paper in the room saying 10am. The staff didnt give out the right amount of information and expected us to read it from a leaflet in the room that was hidden away. Looks a lovely hotel on the outside and ground floor but the rooms were a nightmare to say the least.

"what has happened to best western quality?"

1
J2045VMchrisb, Market Drayton, United Kingdom 04/06/2021

hotel looks ok from outside, thought the staff where pleasant on arrival, but turns out they never gave full information on parking, said their carpark was full that would have cost £10 for the night, but the rail/ public was £12 per night, never said if you in there over 12hrs it's £24, the room was tired frayed carpets, dirty windows, Towels i think have been in use since 1977, you can hear shower from adjoining rooms,. only paper cups, bathroom cleanliness needs addressing, Tv not fully working, in my experience i would say more like an DHSS hostel, than a travellers hotel, unless you desperate, steer clear, take the Mrs there if you want a divorce as she will if you took her here for a romantic break, On the plus some great restaurants near by Italian was fab

"Solid base, nice team, keenly priced"

4
WiskersMidlandsUK, Midlands UK 01/06/2021

Very pleased with our (affordable) 4 night stay. Room 222 had a double aspect so nice & light. It's smack in the city centre so expect a bit of city sound. Staff here have done their very best during a difficult time. Cheerful breakfast team and reception team. Bar was open which was useful. Rooms not serviced during Covid but anything needed was delivered on request, so this was not a bother. Decor a little tired but it's an older hotel and has a bit of ‘character'. Location was perfect for city exploration and travel links. Thanks.

"Not worth the money"

3
cath034, scotland 30/05/2021

Just got back from spending two nights at this hotel and I'm afraid I have to echo the other reviews on just how run down this hotel is.The room was certainly spacious and clean but I'm afraid the condition of the fixtures and fittings left a lot to be desired,the windows are actually a disgrace and I'm surprised in this day and age they even pass a health and safety inspection.They have removed all telephones from the rooms(so the information in the room said)and there's a mobile number provided for you to call should you need anything,I called twice and it went straight to voicemail so I then sent a text to ask if we could please have toilet paper but needless to say it never appeared,we got some on our way out off the cleaner.They aren't servicing the rooms due to limiting the people going in and out of the rooms due to Covid so there was a note pushed under the door where if you required anything you had to tick which and return it to reception by 10am.The standard of this hotel certainly does not reflect the cost and I'm actually surprised that this belonged to the hallmark chain at one time.We wouldn't return.

"Price reflects accomodation. Cheap bed for a quick stay. "

2
MrM089, Castlederg, United Kingdom 29/05/2021

I had booked 2 nights for a business trip to Carlisle. This hotel is well located but it isnt in great shape. They also dont answer the telephone. The interior is very dated and the upper rooms arent great. Cheap but it still below par. The rooms are dated but clean. The towels in my room had holes in them. It also takes a long time to get hot water to the shower or taps. 4/10 overall

"DIGUSTING, DIRTY WITH RUDE STAFF"

1
Steviefox69, Batley, United Kingdom 29/05/2021

First impression of this hotel didn't bode well. They rang me the day of arrival but I couldn't answer. I called back when I could saying I was returning they're call just said “no we didn't ring you” and put the phone down without even a goodbye! Upon arriving we couldn't be sure we were in the right place as there was no actual proper signage outside the hotel. Check in was very slow despite there being two receptionists and we had to listen to one of them talking very condescendingly to an older gent in front of us who's room key didn't unlock his door accusing him of not knowing how to do it. I went to the toilet in the reception area, there were white footprints all over the floor and the light was flashing like the bulb was going. By this time I was dreading seeing the room. We went to our room through dirty corridors and it was dark, dinghy and the furniture was that old that the veneer was peeling off it. The double bed was two singles pushed together with two duvets and a gap appeared between we got in. The bathroom wouldn't have been out of place in a museum of the 70's and our window overlooked a sort of wall, although we couldn't see out of it very well as that too obviously hadn't been cleaned since the 70's. We stayed in the room ten mins and left to go out for food. Would've left permanently but being bank holiday weekend everywhere nearby was full. We returned back and after an hour or so around midnight we decided to go outside the hotel for a cigarette. Unfortunately ten mins later we found we couldn't get back into the hotel. There was nothing to open the door with our keycard, the bell for service didn't work either, there was a keypad but we had no information on what the code was. We could see reception and there was someone there so we knocked but he either couldn't hear us or ignored us, the latter I think is true because another member of staff walking past did see us and looked straight at us and walked straight back off (longish silvery hair) ! Eventually a young lad did see us and opened the door and then proceeded to berate us telling us we should've used the code in our Welcome pack and again just walked off. The same Welcome pack we never received and having checked in our room when we got back up wasn't in there either! I've never known a hotel not having the key system work from outside in this day and age and I stay in plenty of them. The next morning after a pretty bad nights sleep we went to make a coffee to find that in the unsightly plastic bag next to the kettle was no coffee, we had milk and sugar but nothing to go with it. Upon checking out we were dealt with by another rude member of staff who didn't even attempt to ask if we'd enjoyed our stay (I'm guessing because he would've known the answer). He talked down to my partner about the car park system. This place is an absolute joke, rooms falling to bits, corridors dirty, staff rude and condescending. . I felt like I'd walked into a comedy programme. Reviews here are always answered with “we're due to have a refurb” well this refurb has been in the pipeline for a couple of years now. The best refurb for this place would be burning it down!

"Lockdown Breakout Stay"

5
TimBuzz, West Yorkshire, United Kingdom 25/05/2021

Never been to Carlisle before and as our first post lockdown break we were really looking forward to it. Came on the Train from Leeds and straight outside the Station is the Hotel, we were early but the room was ready so we were allowed to check in at around 2 pm, excellent! Carlisle is a small city and everything is in walking distance from the Hotel, some great Pubs and Restaurants all in all a fantastic trip.

"Faded Grandeur"

3
beeza1, Falkirk, United Kingdom 04/05/2020

We stayed here using an Itison voucher.  I suspect this hotel used to be quite grand, but needs a facelift now.  The room was very old fashioned, as was the bathroom.  We had a meal included in our deal and it was ok but nothing special.  Very convenient for the train station and city centre, but certainly nothing to write home about.

"Great stay for a night in Carlisle after a show!"

4
Jon R, Workington, United Kingdom 15/03/2020

The room we stayed in was very nice, clean, spacious and had nice amenities and accessories. Good breakfast in the morning served fresh and hot and the staff were all very friendly helpful! Lovely Bar/lounge area and nice dinning room too. Only negative was the bar closed at 11 pm and we would have liked to stop for a few drinks after the show we attended.

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