The Charles Hotel

The hotel looks lovely and the staff were all very pleasant and helpful but unfortunately our room was underwhelming. We knew it was going to be on the small side but honestly my spare bedroom at home is bigger. There was no view out the window, since the bed is in front of it and the room decor and lighting was cold and spartan to say the least. The bathroom was clean as was the room but the cramped space made our visit less than exciting.

We were on our way to Toronto from Rochester, New York State and stopped at the hotel for breakfast. That was a big mistake. We ordered scrambled eggs with bacon and asked that the cook use fresh eggs, NOT from the CARTON. After waiting about 30 minutes, even though there was only one couple in the breakfast room, our order came. My husband's eggs were warm and mine were completely cold. So I told the waitress, she said to heat them up in the microwave. By the way, the restaurant is supposed to be excellent. I asked for new scrambled eggs. So I got hot eggs from the CARTON that looked like someone had vomited them up. I asked for the bill. The waitress didn't even ask why I didn't eat, probably the sight of those eggs made her sick too. I paid the full bill and she said see you soon, to which I said never again. When we got home, my husband called the manager to tell her. She said she would investigate and call back. Two weeks have already passed. I just wanted to share my impressions with you.

I recently bought a Travelzoo coupon for this hotel for a Friday in May , 2024. The way the Travelzoo coupon works is to buy the coupon then call the hotel and search if it’s available for your date, and if it’s not, cancel the coupon. After buying the coupon I called The Charles Hotel and gave them the day that I wanted to go. The receptionist said it’s available, she listed all the amenities and the included breakfast, after which she asked for my credit card , I inquired about the need for credit card , since the price was already paid by the Travelzoo coupon. She said it’s not to charge anything, just to keep on hold, I assumed for incidentals. I gave her the card , then when she started reviewing my reservation, she quoted a completely different day in May, not a Friday. I corrected her, then after searching she said that Friday is not available, I enquired about another Friday, still not available. I said, ok, I will then cancel the coupon with Travelzoo as the available dates didn’t work for me . The worst part just follows: I cancelled the coupon and after a few days I checked the bank statement to make sure Travelzoo cancelled, which they did, but I noticed that I was also charged for the night by The Charles hotel itself. Of course, I panicked since I specifically told the receptionist this is for a Travelzoo coupon not a direct reservation with the hotel. Four days after the initial call , when I discovered I was double charged I called the Charles hotel again and explained the situation, they said they can’t find my name on any booking,They transferred me few times between different hotels they own and finally gave me the manager number to call. I called few times, and left messages as she was not available, she didn’t call back .I called again the general reservation number and finally someone was able to find my name, under a reservation done on the same day I first called the hotel, in April . She said she has to look into it and listen to the recorded conversation before they can decide if I’m eligible for refund. Few hours later she called and said they will refund me. I was just shocked at the unprofessional level they deal with customers for a hotel of such caliber. The communication level is substandard to say the least! If I didn’t check by bank account I would have been charged twice! They did apologize, but didn’t offer anything to make up for their mistake. So, check twice if you booked directly with them , that you are getting what you booked for.

The Charles Hotel does it right. What a charming place with tasteful design and colour palette. Loved the heated floor in the bathroom and clever touches. We stayed in the Library Room and loved it. The staff are very friendly and welcoming. Room was immaculate. The shower is a little awkward and water temperature fluctuated during our showers. Bed could use a new (firmer) mattress and bedroom light fixture doesn’t fit the esthetic at all. The Hob Nob restaurant onsite is top drawer. Dinner was spectacular and great service as was breakfast. On site parking and proximity to everything you need is great. We will definitely be back!

Enjoyed the room. Food is disappointing. Sent back gnocchi dinner - very gooey, and no taste! Breakfast service is a disaster! We were one of 2 tables present. Waited 40 minutes for eggs, couldn't wait any longer decided to leave hungry!! Hire a better cook! Server was apologetic, not her fault. 2 Managers doing squat + sitting at front desk offered no help. Mgmt. needs to take responsibility and improve this aspect of The Charles . This soured our overall enjoyment !!

There was absolutely nothing I would change about our stay. Beautiful property, lovely staff; we won't stay anywhere else 💕

Service was generally very good and accommodating to changes. An issue with the chef meant breakfast was not available one morning. A better option than the end of town was expected. The facility is very nice, though some rooms are small - not expected. Would definitely recommend a stay. Opt for larger rooms.

This was our second stay at The Charles Hotel. This time we stayed at the Newark Room. We loved the heated bathroom floors, cozy layout, window seat and antique furniture. The whole staff was very friendly and efficient. Both check-in and check-out were quick and easy :) Thank you, everyone, for making our stay a memorable experience! Will come back in the future.

way too overpriced for what it’s worth - their virtual assistant was nice because you can send a quick message and get a response back. the lady at the desk didn’t have the best vibe