Hotel is nice, good location, nice decor and modern However the staff were not helpful !
We booked 2 X twin rooms via travel republic for 4 guys sharing. When we walked into the room. We were given 2 X double rooms.
I went back down and explained there has been a mix up with rooms. My email confirmation said twin rooms. Kelly said its not possible to book twin rooms via travel republic. Any issues I would need to take it up with travel republic
If we wanted twin rooms. It would cost £20 per room for an upgrade. Kelly tried to persuade us to just keep the double rooms, as it was only 1 night we were staying. Despite her efforts , We decided we would pay for upgrade. She then told us she didnt have any twin rooms ready and told to come back. It would be ready at the latest 3pm . We asked if someone could call us, when the rooms were ready, she said ok.
We went away for some lunch and we called our friend who recommended this hotel. They told us the same " mix up " happened to them as well . They were charged £10 for an upgrade.
It was after 3pm, no one had called us. So we decided to make our way back to the hotel.
When we got there, a gentleman told they only had 1 twin room available. We asked why did Kelly offer 2 X twin rooms , when this wasnt available and also mentioned our friends were charged £10 for upgrade for this "mix up " With no explanation or even an apology . This gentleman said, Do you want the rooms or not ?!! basically like it or lump it. As they had us over a barrel . We had no other option than to just take one double room and one twin room
Mistakes happen sometimes...... but service was truly terrible for a 4 star hotel, which is a shame because hotel was nice and location was good.
- Official Description (provided by the hotel):
- The Sandman Signature Newcastle Hotel sits in the city center of Newcastle, surrounded by key attractions in the city such as the iconic Newcastle United Football Club Stadium, China Town, city center shopping district, Newcastle University, etc. (All this within 5 minutes walking radius) In addition we are just few minutes walk away from the Theatre Royal, the Centre of Life, the city Quayside and a great selection of restaurants and bars to enjoy this vibrant city. ... more less
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