Hi Gemma, Thank you for taking the time to review our Newcastle Quayside Hotel. I am sorry to hear you did not enjoy your experience staying with us as it was not up to the standards you were expecting. We aim to ensure every stay is perfect and so I apologise we let you down on this occasion. It is disappointing to hear you felt the hotel needed some TLC and an update. This is one of our older hotels so I can understand that you feel it is not as fresh and modern as some of our other hotels. We wish to offer our guests the same standard throughout our hotels and to ensure this is the case we have plans of refurbishments works to be carried out for all our older hotels and rooms. Please be assured I have passed your feedback on to the Manager of the hotel . I hope if you were to stay again in the future, that you are welcomed by a fresher and more modern hotel. I have also ensured the cleanliness issues you have raised is addressed with our Head of House Keeping so that your experience is not repeated going forward. Thank you for contacting our Guest Relations team regarding your experience, I am pleased your first night has been refunded as an apology for your poor stay. Once again, I apologise for the disappointment caused and hope to welcome you to one of our other hotels again in the future. Kind regards, Rebecca