The Vermont Hotel Newcastle

Great location, great staff.

Renovations happening internally which was a little disruptive. Smell in the main lobby. No air conditioning and the room was very hot. Beds very hard and uncomfortable.

No Air-conditioning

Lovely building with a great location

Dated rooms. Renovation working happening during my stay with no pre warning when booking.

Great hotel, Paul the concierge was really helpful.

Location,

No air-conditioning. Only a small window which was next to the train lines

Clean and in an excellent location

Rooms were a little dated

Close to everything and well equipped with bars and restaurants

N/A

The staff

The hot breakfast food, if you go down at like 10am the food in dried out and not good.

Absolutely appalling customer service. One of the main reasons we booked The Vermont Hotel was for the rooftop bar, which is heavily advertised as one of the hotel’s key attractions. On arrival, we were informed that it had been privately booked for an event and was unavailable to hotel guests. While disappointing, I understand these things happen. However, given how prominently the rooftop bar is marketed, guests should be informed in advance when it will be closed. To make matters worse, the main bar was packed with wedding guests, making it far from a relaxing alternative. We were also told there was another wedding booked the following day, meaning the situation would have continued for the entire weekend. We viewed our room before deciding what to do and found it tired, dated and shabby in places. Without access to the rooftop bar, the hotel simply wasn’t worth the price, so we decided to leave. We never even stayed the night. What was immediately concerning was how the complaint was handled. The duty manager, George, appeared completely out of his depth and seemed unsure how to deal with the situation. He repeatedly passed us back to a male receptionist, despite the receptionist having no authority to approve a refund. The receptionist himself appeared visibly frustrated by the lack of support he was receiving. At one point, George even walked away in the middle of the discussion and had to be called back to continue the conversation. It was chaotic, unprofessional and not what you would expect from a hotel of this standard. Eventually, after considerable back and forth, George assured us that a full refund had been authorised and would be processed. Based on that assurance, we left and booked alternative accommodation elsewhere. What followed was nothing short of disgraceful. For over a month, management has completely ignored us. We have sent multiple emails, made repeated phone calls and left numerous messages for Vera, the Reception Manager. We were