This was our third stay at this hotel and the worst of the three stays. i am originally from Newcastle and know the town very well and so appreciate the location of this hotel being right on the quay side with stunning views of the river and the bridges.
The service on the previous two occasions (both in the last 2 years) has been hit and miss and the hotel is design wise still quite modern but is looking tired in some areas. On one of our visits we couldnt get booked into the hotel restaurant for dinner as it was full!!!
We arrived for our one night stay (saturday 15th September) at 4.35pm having been told that check in was 4pm. Our suite wasnt ready and we were asked to wait. We were after 10 minutes asked if we would like a drink or coffee but being on a rather tight schedule for the evening we declined. At 5.15pm i asked how long we were going to have to wait. As the initial 15 minutes was now long passed. The receptionist looked stricken and shouted to her colleague who reached behind the counter for our room keys. Not sure why we had to wait....
Our suite was at the end of the corridor on the 5th floor, it was spacious, adequate and had great views of the tyne. Bed was soft but comfortable and there are tea and coffee making facitilites. The heating did not work and there are no heated bath rails so we had wet towels for the duration of our stay. (after the first shower) if you want bath robes you are asked to contact reception.
We ordered room service which was pleasant enough but came back later in the evening to find the trays still there (6 hours later) and when we ordered service again they called to say they had no beans in the building. To their credit they waived the charge for the second room service.
Breakfast the following morning was meant to be taken in the 5th floor lounge, a rather grand name for a room with chairs, desk and tv. At 9.45am the lounge was full of other guests and therefore we decided to eat in the main restaurant. Great choice, both hot and cold, fresh fruit and nice surroundings. My coffee cup was sticky with some unknown substance as were those on other tables when i tried to find a clean one. i gave up eventually.
we did have the option of a late checkout but as we had other committments we needed to check out at the normal time of 12noon. Prior to this we decided have a quick cup of coffee in the 'lounge' on the 5th floor only to find the place looked as though it had been ransacked. Dirty dishes on window sills , papers strewn across the floor, no cups, to make coffee with only dirty glasses and a dirty table cloth on an empty serving table.
To this end i went off to check out and told the receptionist how disappointed i was as we had paid for the better room with additional services and in my opinion hadnt received value for money. She agreed to have someone sent up to the lounge and apologised the wrong newspaper which had also been delivered and agreed to a reduction on the room rate. I told her my dilemma as we need to visit Newcastle each christmas to see family and friends, this hotels location being perfect but after this one night i was not sure i would be back. However, i did appreciate her promptness to appease and promises to pass on my comments.
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- Also Known As:
- Copthorne Hotel Newcastle Upon Tyne