Premier Inn Newcastle City Centre The Gate

I woke in the middle of the night with insect bites and immediately told reception, showing them pictures of the bites and insects in the bed. There were toenails and used tissues behind the bed too. They told me to come back later, then said it was okay because the pictures didn't look like bed bugs, and asked me to email guest relations. Guest relations offered a partial refund, saying a full one wouldn't be fair to other guests. I went to the papers and the council's environmental health team. In the end, I got a full refund after the story appeared in the Daily Mirror.

The location is excellent, in the old coop building and a stone's throw from St James Park. The bed was comfortable, but the room was messy and the bathroom dispensers were damaged and filthy. Staff helped with check-in, then mostly kept a low profile. At breakfast, the girl seemed more interested in her phone than the customers.

It's in the heart of Newcastle City Centre, and the staff are friendly and helpful. The bed and pillows are comfy, and the shower pressure is great. The bedroom smelled of damp, stale air, though, and there was no way to open the window. The bathroom extractor fan is useless, leaving the room soaked with condensation after a five-minute shower.

Breakfast was excellent, and the staff were friendly and efficient. My room on floor 3 was spacious, clean and quiet, overlooking a car park. The hotel is about an 8 minutes walk from the station and has self-service check-in. Check-out is at midday.