It’s time for a hotel anniversary celebration! This is a big year for us at The Carlton as we celebrate our tenth-year of living and working in North Devon. And it’s incredible to think that we have been welcoming guests, visitors and locals to our hotel in Ilfracombe for a decade. It certainly doesn’t feel like it’s been that long, probably because we are so passionate about what we do and immersed in the day-to-day service.

Extensive Renovations

When Michael and I bought the hotel in 2015, we had big plans to turn it into Ilfracombe’s first four-star hotel. We knew that the town needed something special to offer to guests visiting the area and we set out to make that happen. Note, we’d also taken a read of the local council’s strategy which demanded an upmarket product. So it made sense to work hard in Ilfracombe.

So of course a lot of hard work, blood sweat and many tears went into creating the hotel you see today. Over the ten years, we have renovated all parts of the hotel. Guest bedrooms, have been rebuilt, with a complete overhaul ensuring that as our guests you can enjoy the levels of luxury and comfort you deserve. We’ve reduced the rooms from 49 to 38 as we have knocked former rooms together. It’s fair to say that we have rebuilt from top-to-toe: basements, boilers, toilets, restaurants and event rooms, plumbing, wiring, windows and roof. All are brand new.

We have refitted the dining room and bar so that our guests can enjoy their dining experience in a relaxed and atmospheric environment. The kitchen has also undergone extensive work so our kitchen team can create their magic in the best possible conditions.

Excellent Customer Service

But the work hasn’t just been building work. We’ve also worked hard to provide the best service possible. We are proud of all our staff members who have been with us over the past 10 years and who pull out all the stops to make sure that our guests have the best possible experience when they holiday in Ilfracombe at The Carlton.

Traveller’s Choice Award

One of our proudest moments was being awarded the 2021 Travellers’ Choice Award for Hotels from TripAdvisor. This award meant that our hotel was named among the world’s top 10% of hotels. The fact that we received this award in 2021, after the very challenging period of global lockdowns that devastated the hospitality industry, really meant so much to Michael and I, and the whole team.

The Travellers’ Choice Award was also based on customer reviews, and many of those customers return here year after year, so that means even more to us.

Staying Competitive

The landscape has changed so much since we took over ownership of The Carlton and sometimes it feels it is now more challenging to be competitive. But we stick to our knitting and enjoy a challenge!

We are up against other accommodation providers that can appear to be competitive and undercut our pricing. They could be less regulated or less burdened than your traditional hotel, think of AirBnBs, who don’t pay business or local rates or incur proper overheads like insurance. In addition to this, overseas holidays in Europe often have lower or no VAT equivalent taxes. So it is challenging to be competitive these days.

We have combatted this by ensuring we buy local, maximise our supplier network and joining forces with similar properties to shout about our offer.

Discerning Customers

We have also noticed a rise in expectations. Discerning customers rightly expect a more authentic and unique experience. We know that you want genuine engagement from the business, the way we operate and especially from us as owners and our team.

We recognise that as our guests you expect our services to provide similar comforts to what you would have at home such as online digital access, high-speed WiFi and EV charge points. But we also know that you expect the added flourishes you don’t get at home like exceptional food and drink, room service, a gym, and spa treatments.

Future Challenges

We also know that we have many challenges on the horizon that we will need to overcome to stay competitive. Of course, AI and technology will increasingly impact the catering industry and we will need to adjust to this.

But we believe the advent of AI will lead to an increase in desire for human interaction. Our guests at least are interested in the hotel community and the wider community of Ilfracombe. We know that you care about what is happening in the town and how we at The Carlton interact with the local community.

We also know that our guests care about their impact on the environment and the local economy here in North Devon and we really appreciate the care that you show us when you come to visit.

We know that statistics show that 20% of small businesses fail in their first year, 30% in their second year, and 50% fail after five years in business. These figures come as no surprise to us and we are very grateful to count ourselves amongst the 50% who survive past five years.

The Secret to Our Success?

What’s the secret to our success? I would say that we have been very intentional with staying ahead of the curve and pre-empting what our guests need and want from the hotel.

Obviously, none of us could have predicted the events that unfolded in 2020/21 but we were well-positioned to deal with the fallout when it occurred. We invested early in our new bedrooms and public facilities which meant that when Covid 19 struck, we were in a better place to deal with the change in rules and the needs of our guests. Having a generous public area also meant we could distance our guests.

Lessons Learnt?

The biggest lesson we have learnt over the past 10 years is, in the words of Commander Quincy Taggart from the movie Galaxy Questone: “Never give up, never surrender”. I would also say that working with your partner is very stressful but it can be done. Many said it couldn’t!

Finally, you cannot put a price on the value that comes from putting into practice the many previous years of experience, learning from others and absorbing their knowledge has been a privilege and an art. We recommend this to others!

Late Summer Hotel Anniversary Celebration Offers 

In celebration of 10 years in business, we are happy to offer you the following hotel anniversary celebration deals:

Free Sunday Lunch

We are offering the following to anyone who books a 2-night stay arriving on a Sunday until the end of November 2024.

• Book a minimum 2-night stay arriving on a Sunday
• Get a complimentary Sunday lunch on arrival

T&Cs: This deal only applies to stays of a minimum 2-nights and is based on 2 people sharing.

Call 01271 862446 to book this special deal and quote the code SUNDAY.

Free Brasserie Dinner

For all bookings of 3 nights or more after 22nd September you can enjoy a complimentary evening meal for the usual room and breakfast rate.

• Book a minimum 3-night stay arriving after 22nd September
• Get a complimentary dinner on two nights, two courses in our Brasserie

T&Cs: This deal only applies to stays of a minimum 3-nights and is based on 2 people sharing. Must arrive between 22nd September and 30 October 2024

Call 01271 862446 to book this special deal and quote the code DINNER.

We want to thank all our guests who have stayed or dined with us over the past ten years. You are what makes The Carlton such a special place and we are so grateful to each and every one of you.

Here’s to the next ten years!