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Best Western Plus Carlton Plaza Hotel

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Best Western Plus Carlton Plaza Hotel

locationVictoria, Vancouver Island-BC

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About Best Western Plus Carlton Plaza HotelAbout Best Western Plus Carlton Plaza Hotel

Location

This hotel is located in the centre of the historical old town, just a wonderfully scenic stroll away from countless attractions of Victoria, including its parks and gardens, speciality shops, boutiques and shops. The world-famous Butchart Garden is only a short drive from the city centre.

Facility

The hotel was built in 1912. 49 suites, 24 single rooms and 30 double rooms are located on 7 storeys and can be reached by lift. The reception desk is open round the clock. Amenities include a baggage storage service, safe, cash machine and drinks machine. Wireless internet access allows guests to stay connected while on holiday. The tour desk offers assistance with booking excursions. There are a number of shops as well. Additional amenities include a newspaper stand and a TV room. Guests arriving by car can park their vehicles in the garage or in the car park. Further services and facilities include a 24-hour security service, a babysitting service, room service, a laundry service and a hairdresser. Travellers with bicycles can make use of the on-site bicycle storage area. A business centre with fax machine and projector is available.

Rooms

Air conditioning and central heating ensure that rooms maintain comfortable temperatures. All rooms are carpeted and include a double bed and a sofa bed. Extra beds can be requested. A safe and a desk are also available. Additional features include a refrigerator and a tea/coffee station. An ironing set is provided for guests' convenience. A direct dial telephone, a television with satellite/cable channels, a radio, an alarm clock and WiFi (no extra charge) are provided as well. A hairdryer and a telephone are available in the bathrooms, which are equipped with a shower and a bathtub. For extra comfort in the bathrooms, guests are offered cosmetic products. Wheelchair-friendly rooms can be booked. The hotel has family rooms and 103 non-smoking rooms.

Sport

Guests can enjoy a selection of sport and entertainment options. There are many ways to relax or stay active at the hotel, including cycling/mountain biking, a gym, callisthenics and a beauty salon.

Meals

The dining area includes a non-smoking restaurant and a café. A delicious breakfast provides energy for the rest of the day.

Payment

The hotel accepts the following credit cards: American Express, VISA, Diners Club and MasterCard.

Amenities at Best Western Plus Carlton Plaza Hotel Amenities at Best Western Plus Carlton Plaza Hotel

  • Facilities

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      24-hour reception

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      Air conditioning

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      Bicycle Cellar

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      Café

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      Car Park

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      Conference Room

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      Garage

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      Hairdresser

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      Hotel Safe

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      Laundry Service

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      Lifts

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      Newspaper kiosk

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      Restaurant(s)

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      Restaurant(s) with non-smoking area

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      Room Service

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      Shops

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      TV Room

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      Wifi

  • Hygiene

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      Contactless check-in/-out

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      Contactless payment

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      Enhanced cleaning programme

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      Hand sanitiser

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      No high-touch furnishings

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      No high-touch furnishings in public areas

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      Protective equipment for guests

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      Protective hygiene screens

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      Protective masks for guests

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      Safe Stay (AHLA)

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      Social distancing regulations

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      Use of commercially available disinfectants

  • Sport/Entertainment

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      Aerobics

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      Cycling/Mountain Biking

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      Gym

LocationLocation

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User Rating & ReviewsUser Rating & Reviews

  • Valuerating
  • Roomsrating
  • Cleanlinessrating
  • Servicerating

Excellent

904

Very Good

549

Average

154

Poor

45

Terrible

27

Recent Reviews: 1679

  • User:mounirk974

    Trip type: Business

    Nice Location bad Service

    rating19 May 2026

    I stayed here and honestly felt like I was sleeping on the street. The room was extremely noisy, and the only “solution” offered was earplugs that would probably hurt your ears if you used them. The night auditor didn’t seem to understand anything I was explaining, and there was zero customer service from him.I clearly told the receptionist who check me in that I have back pain and need at least a king‑size bed. Instead of trying to help, or to just say “let me check what I can do” but no effort at all. Very weak service and no customer‑care touch.The only positive part of my stay was the morning shift receptionist, who actually listened, apologized, and showed empathy when he heard what happened. The supervisor was also kind and approved a late checkout for me, which I appreciated.But overall, the night experience and the lack of care made the stay disappointing. Chris Watson, General Manager at Best Western Plus Carlton Plaza Hotel, responded to this review Thank you Mounir for this informative review. Our deepest apologies for the trouble you experience with internal noise, we can all understand how frustrating it is not to sleep. We will be using this experience to improve our customer care and will be working with our night team to understand what went wrong. We do have security on site and they do patrol the corridors to insure guests are not kept up by others, I am sorry this did not seem to work as usual on Monday night. I am happy to hear our team granted a complimentary 3pm check out when requested.In regards to your bed size concern, I can appreciate the perception you experienced of a lack of care, but I can assure you that was not the case, your reservation was booked as a Traditional Room with two double beds. We had rooms available on Monday, but it was noted that only one room type was available, the room type you booked. In fact, we had been on top of that all day as we had been trying to open up other room types, unsuccessfully. I believe what you sensed as a lack of effort was simply a front desk agent already acutely aware we did not have any flexibility for a room type change to a king bed. Nevertheless, there are always lessons to learn and we will to present our responses in a better manner. Sincerely,Chris WatsonGeneral Manager

  • User:McKenzie D

    Trip type: Family

    Silvia BEST Customer Service!

    rating02 May 2026

    Silvia gave the best customer service ever! She is amazing! I had booked through a booking website and had issues with my booking. Silvia spent hours on the phone helping me get it sorted and emailed me promptly to keep me informed! She was so kind and helpful I appreciated it very much! Chris Watson, General Manager at Best Western Plus Carlton Plaza Hotel, responded to this review Thank you very much McKenzie for highlighting Silvia, she is a true star at the Front Desk and comments such as this mean a lot. Sincerely,Chris WatsonGeneral Manager

  • User:910oliverp

    Trip type: Family

    Helpful & Friendly Staff Downtown

    rating17 Mar 2026

    My family and I were able to walk to all of the shops and sites because of the convenient location. For the times we needed our vehicle, the front desk staff were great about getting our vehicle to us. Will stay again. We recommend! Chris Watson, General Manager at Best Western Plus Carlton Plaza Hotel, responded to this review Thank you Oliver for this kind, 5 star review. We are very happy you enjoyed our extremely walkable location and happy to hear you also received prompt service from our front desk team for times you needed to take your car.

  • User:Larry T

    Trip type: Couples

    A bed

    rating23 Jan 2026

    Food was good in restaurant,toilet leaked,room was very noisy from street.room was not the one that was advertised for the deal. Chris Watson, General Manager at Best Western Plus Carlton Plaza Hotel, responded to this review Thank you Larry for the kind comments about the Ruby, they are a wonderful partner. Please accept my sincerest apologies for any challenges with the toilet. In regards to a concern of false advertising, we stand by our product and if you feel you were mislead please share any information you can to chris@bestwesterncarlton.com. If an error was made we certainly want to make it right. Sincerely,Chris WatsonGeneral Manager

  • User:Joey H

    Trip type: Family

    Exceptional Service

    rating10 Jan 2026

    I don’t typically write reviews. But the gentleman working the front desk at 10pm on Jan 10 went above and beyond to accommodate our family.Much appreciated!!! Chris Watson, General Manager at Best Western Plus Carlton Plaza Hotel, responded to this review Thank you very much for such a kind review and my apologies for the late response. Shadrack is a wonderful team member and it so nice to hear he went above and beyond. Sincerely,Chris WatsonGeneral Manager

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