Jesmond Hotel

The only pleasant part was the security guard who came in one night. He was lovely and nice to talk to. Everything else about the hotel was absolutely shocking. We had booked two rooms months ahead for a weekend of events with friends, but arrived to find no staff at all and half the downstairs area boxed up. There was no kitchen, so no breakfast or anything like what was advertised and what we'd booked expecting to use. We had to call to find out how to get in. First we were told a colleague would be sent, then five minutes later that we needed to confirm our bookings, which we had already done. They then said they'd send a code once we confirmed both rooms, but one email hadn't even been sent. It took about 20 minutes on the phone to get a code. We then received emails for three different rooms even though we had booked two. One code didn't work, so we tried the other two. My room had a radiator stuck on, unmade beds, and wet towels on the bathroom floor. We called again and were told someone would come clean, but by then we were late for our events after the complicated check-in and couldn't be bothered waiting. We hung a DO NOT DISTURB sign on the door and left for a few hours. When we returned, someone had gone in and cleaned anyway. Can the cleaners not read? Then I got a text saying my room had been changed at the last minute and I had to move my things from another room. Avoid this hotel.

Jesmond metro station is about a ten-minute walk away, which is ideal, and the area was nice and interesting. The only downside was the tiny car park at the rear. It's especially small if you have a large car or an SUV 4x4, but we managed. Thanks. We spent one night there with my family in November 2019 and had a really nice stay. The rooms were clean and comfortable, and breakfast was really nice.

I refused to stay at this shady hotel and had to make stressful arrangements in Newcastle on the day I was due to stay because of the company's incompetence. I booked nearly five months ahead, then got an email the day before asking me to verify a lot of personal information and upload a passport photo. After that, they demanded a non-refundable damage waiver they'd never disclosed. It could have cost up to £250 before I even arrived, turning a £100 night's stay I'd already paid for into £350. I questioned the charge, but the phone numbers on their website went straight to voicemail and their WhatsApp response was shocking. They said it was company policy and refused to release the room access code unless I paid. They wouldn't acknowledge that undisclosed extra costs, including refundable or non-refundable fees, breach the Consumer Rights Act (2015) and are illegal. They kept repeating that it was policy, even though that would mean their policy breaches the law. After hours of poor communication, I found out they had started charging this non-refundable waiver because another guest had broken a front door and they wanted to cover the repair or replacement. Their terms and conditions are inconsistent and don't mention a refundable or non-refundable damage fee. Luke Stays, also known as Luke Capital Group, owns this hotel. They breach the law and don't care. I'd give zero stars if I could. They seem happy to take people's money and break the law. Avoid this hotel and all of Luke Stays, also known as Luke Capital Group, at all costs.

Jesmond was a great base, with plenty of bars and restaurants just a short walk away. Our double room was clean and had a TV, tea and coffee, and a bathroom with a shower. Check-in and checkout were both quick and easy. Breakfast had a decent choice of cereal and hot food, though no meat. The bed wasn’t very comfortable, but for what we paid it was good value. We stayed one night.