Newcastle Jesmond Hotel

I was very pleased with this hotel. Easy to find & a short walk from West Jesmond metro in a fantastic part of Newcastle. Had everything I needed and more than I expected. The fan on an unusually hot day was perfect along with iron and ironing board. Pleasant room, clean and tidy and I liked how I didn't need to worry about carrying keys or gaining access out of hours as it's entirely key pad access to the hotel and rooms. I'll certainly return.

I was really nervous about staying here based on the reviews - in which I didn't notice until after I booked - I will be honest I had a couple of sleepless nights being unable to cancel and rebook. We stayed in a room for three, the small triple room. Before arrival, I received an email with the codes to the front and back door and our room code. It is a self service hotel with no staff. It was really odd walking to our room as there was literally no one else there and tables set out in the restaurant from previous owners as if they had vanished. The room door double locked which was perfect to settle my nerves while in the room. The room was clean and tidy - perfect for one night stop. I received the £50 deposit back within 24 hours of leaving. For my one night stay with friends it was perfect, close to where we needed to be and felt as safe as it could be with locks and plenty of cctv. It's more like staying in a flat/air BnB than a hotel in which for price, cleanliness and location is very good.

Positives: Very clean and neat. Very well suited for ONLY SHORT (not more than 2 days) stays. We got the biggest room in the hotel and it was quite spacious. The bed was extremely good. Negatives: Unfortunately, we had to stay in this property for more than 15 days as we didn't had any other options. This is absolutely not suitable to stay beyond 2 days as there won't be anyone to attend our needs as this being a self serviced apartment. Even if we call the management they say that they will resolve the issue but they won't attend to it until we vacate. We were wrongly misguided twice that this hotel has a lift but actually it didn't. We had to lift manually all our 100 kgs of suitcases to third floor. We were provided with only 2 days of basic necessities and no matter how many times we called them we were not provided with coffee/toiletries in sufficient number. The kettle was very bad and we requested to replace it which they didn't do. The water in WC was continuously leaking and nothing was taken care in that regard as well. They had a note in bathroom regarding the importance of water saving. Not sure if that was meant for only customers and not the management. In a single sentence, this hotel is not at all worth to stay beyond a single night or maximum of two nights.

absolutely shocking hotel. booked 2 rooms months ago for events over the weekend with friends. turn up at the door no staff? literally no one works in the building? half of the downstairs area is boxed up, no kitchen (so no breakfast or anything like advertised and booked with intention of using said facilities). had to ring the hotel and ask how we get in, first they said they would send a colleague, then 5 minutes later said we needed to confirm the bookings which we had. then we were told we would get a code when we confirmed both rooms, one email hadnt even been sent. about 20 minutes on the phone until we got a code to enter the building. then got emails for 3 different rooms when we booked 2, one room code didn't work, tried the other 2. my room had a radiator that was on constant and wouldn't turn off, the beds weren't made, towels on the bathroom floor wet. called up again and said this isn't on, they said they would send someone up to clean it but by then we couldn't be bothered because we were late for our events after the convoluted check in process. we hung the DO NOT DISTURB on the door and left for a few hours, only to return and find that someone had entered the room and cleaned it even though we hung the sign? can the cleaners not read? then got a text that my room was changed last minute and had to move my stuff from another room. the only nice thing was the security guard who came in one night who was very pleasant and nice to talk to. avoid this hotel.

I booked this hotel for 2 nights following great reviews that I have read online||I guess I was very unlucky as the management changed a few days prior to my arrival and found the property without any staff at all. ||It's now a company called 'Luke Stays'. They send you dozens of confusing emails before your arrival and before check-out they send you more emails to ask at what time you're leaving the hotel (basically the earlier you move out the better) and that I should inform housekeeping once I leave (how can I inform housekeeping if there is no staff at the hotel?)||You would have to enter the property via a back door that you are given via email.||They then sent an email saying that I would be in room 202, then another email for room 204, then again another email from 202. They sent me codes for both when I only had booked one room .....||During my 36H stay I had 3 different guests that were double booked into my room, including someone that tried to enter my room at 2am. Those people had access codes my room because management had given them the codes and checked them in into my room. Needless to say I felt very unsafe at the property (despite it being located in a very nice area)||They are a company based in Dubai and then only work during office hours. If something happens or someone is double booked into your room and tries to enter it at 2am then there's nobody to talk to in the middle of the night (I wonder where those guests stayed once they saw in the middle of the night that the room was occupied by me). It felt akward to stay there for 2 nights knowing that at least 3 different people had access to my room. I didn't leave any valuables in the room whilst I was away (the hotel does not operate a key system, you get access codes to your room via email)||Requested a full refund. Booking.com have contacted them but they haven't responded. Booking.com have given me £20 as a goodwill gesture from them but the property hasn't refunded me anything. Still waiting.

Along a road with many hotels, the Jesmond is far enough away from the noisy ones to get a good night’s sleep…. Pretty basic - no breakfast - and the rooms not large, but had everything I needed, was clean, and good value for money… would stay again..

AVOID AT ALL COSTS! This hotel is owned by Luke Stays (also known as Luke Capital Group), they breach the law and don’t care about it. Would give 0 stars if it was possible. Booked a room nearly 5 months ago, but had an email from them the day before I was supposed to stay here, asking for verification (which included having to confirm a LOT of personal information and upload a photo of my passport). They then asked for a damage waiver which was non-refundable and previously not declared. They were going to charge up to £250 NON-REFUNDABLE damage waiver before I even went there, which effectively would have made 1 night's stay £350 instead of the £100 that I already paid several months ago when booking. I questioned this, the phone numbers on their website go straight to voicemail, WhatsApp response is shocking, and they state that this damage waiver is company policy – but by the way, if companies don't declare additional costs (including refundable or non-refundable fees), this breaches the Consumer Rights Act (2015) and is therefore illegal. They refused to acknowledge this, just kept repeating it's a company policy (meaning their policy breaches the law) and refused to release access code to the room unless I paid the fee. After hours of poor communication, it turns out that they started charging customers a non-refundable damage waiver because another guest at some point had broken a front door and they wanted to cover the costs for repair/replacement. I refused to stay at this shady hotel and had to make stressful arrangements the day I was supposed to stay in Newcastle, due to the incompetency of this company. Their T&Cs are inconsistent and there’s no mention of a non-refundable (or a refundable) damage fee. It’s owned by Luke Stays (also known as Luke Capital Group) so avoid all of them at all costs. They are very happy taking people’s money and breaking the law.

There is no staff at the hotel and all communications is by phone - if you ever get someone to answer it. We arrived to learn that we could not get into the hotel and when we finally got someone on the phone learned they had a new policy and everyone has to now pay a non-refundable damage insurance policy. At the time of booking this did not exisit and we only learned of it when we arrived (and payment had been made for the room). We have a confirmation of booking stating that we had breakfast included only to learn once there that they had cancelled breakfast...again without telling us or compensating us. The last day there was no hot water, and no one to contact about it. This was a nightmare and never again will I stay with a Luke's Stay managed hotel.

Stayed here on business and thought it was really good. Low cost b&b, very recently refurbished by the looks of things, to a good standard too. Room was small but the bed was comfortable and the 'wet room' style en-suite was clean and again finished to a good standard following the refurb. Location is great a couple of doors down you have a Lloyds bank, little Waitrose and the a whole bunch of bars. Across the road is a Pizza Express, so there is really all you could need right outside the door. Breakfast was basic, continental style with toast, cereals, fruit juice, tea & coffee and croissants. Good for the price. Would definitely be happy to stay here again.