Newcastle Jesmond Hotel

We would never have booked this hotel if it was made clear that it was staff less and also that the hotel was under construction, hassle from the minute we arrived at the property regarding codes to get into the hotel then codes to get into the room! The place was covered in dust due to the construction I have left the hotel very ill due to this as I have sever asthma! The place is very run down outside and inside we didn’t have any large/regular size towel when arriving had to phone 4 different times to get this sorted we got hung up on 3 times! Room was far too hot only a old broken fan to cool the room down will definitely not be back nor will I recommend this either very disappointed & the fact we got a email saying they pay £20 Amazon voucher for 5 star reviews just shows how desperate they are for this

No staff available at this hotel - all key codes - but before we were allowed access I had to pay £12.50 as a damage waiver which I am still waiting to have it paid back. I have emailed the hotel but am still waiting ( 3 days ) for a response. It would have been nice to know when we booked that this was going to happen when we booked. The stay itself was just OK. Finding a bag of laundry in the room was a surprise but there was nobody to hand it to so we left in what used to be reception. Banging doors throughout Friday night didn't help in getting a nights sleep. How this ' hotel ' could resolve any real problems with noisy guests or other issues I have no idea. It wasn't a disaster but we would never consider staying there again.

Originally booked this hotel way back in Jan/Feb but then realised only a week or two before my booking that it had changed hands. It now is run by a company who has no desire to offer a friendly, family feel service given it is now operates as a ghost hotel where no members of staff are on premises. When I originally booked my stay included breakfast yet the new owners failed to inform me the restaurant area is now barricaded behind old tables and chairs. Then they had the cheek to charge a £12.50 security deposit waiver on top of the original fee I had paid. This was apparently non-refundable? Is this even legal? On the day of your stay also expect to get peppered by at least 7/8 messages about room codes, signing up to their platform etc. I found it amusing to be sent a 'reminder' to fill out my check out details BEFORE I had even arrived and checked in. The rooms are beyond dated and the mattress' springs probably gave out at least 20 years ago. If you fancy a cuppa in the morning then bring your own mugs as my room didn't have any. Whoever owns LukeStays has no regard for providing a top service and instead wants to milk customers for every penny they possibly can.

This is not a hotel it is rooms via unknown bandb operator no reception no food had to pay an insurance premium and have ID verification this was not good and won't be going again and if this is the way forward for hotel stays won't be going anywhere like this and will use known hotel chains like Travelodge or Premier Inns which have excellent friendly service. This type of accommodation is no good for anyone without technology.

1) The hotel was dirty. The carpet had not been hoovered and there was mouldy food in reception. The communal toilets were disgusting 2) There was a complicated check in system which did not work.. People were given codes for rooms that were already occupied. Two people were leaving as we arrived as the two rooms they had been allocated were occupied. This meant your rooms were not secure. We had to keep valuables in our car when we were out. I have been sent codes for the hotel since I checked out which shows the lack of security. 3) There was a homeless man who seemed to be living in the corridors, again showing the lack of security 4) I had booked a couple of months ago and had paid for breakfast. The day before I arrived I was sent an email saying this was no longer available. The company have yet to tell me how they are going to refund me 5) There is no staff in the hotel and you can not get hold of anyone via email or phone who will address your concerns. We arrived on a Wednesday and when we finally got through to someone, we were promised a return call on the Thursday. No one phoned us. Whilst there I received numerous generated emails from the company asking me how things were but when I complained about the awful customer service no one replied 6) This hotel and the company showed no interest or care in their customers. We continue to receive emails from the comapny asking us to recomend the hotel to our friends and family! We spoke with other guests in the hotel who had identical experiences including guests from Australia and the USA.

I stayed here last year and it was excellent ,this year it has gone staff less and it was not the best ,no milk in the room for re and coffee and the old dining area is now just a storage for equipment ,I was greeted by a security guard eating a keebab when I arrived ! Change from September to July is not good ,it’s a shame as it was amazing last year

First time using this property and 'Luke Stays'. There are no staff at this property it is all\done by entry codes. On arrival there were no spaces left in the rear car park even though I was told there would be parking. The whole area is permit parking so trying to find a place to park is really quite difficult. Not what you need after a 100 mile drive and at 9.00 pm. Trying to enter the building from the car park (to drop the bags off) there was an unusual coded door lock that was not included in the pre visit video's. Entry by the code pad at the front door was okay and the code given was as notified in pre visit information. However, we could not find the key box that contained our key to the room. The room lock was not part of pre visit information and we were looking for a key lock that actually wasn't there. After nearly half an hour and in a fit of despair my partner found there was a key pad on the room door (it was really quite difficult to make the numbers appear - it already must be suffering from use). After several attempts as the touch pad didn't always recognise the touch, we gained access. The rooms were tiny; there was dust behind the bathroom door (clearly never been cleaned with bathroom door shut); the room was very hot - even with window wide open; bed was two singles pushed together and really quite uncomfortable. I particularly object to the paperwork to be completed in advance and the hided cost of the damage waver. Iwill avoid in future.

We didn't have a good experience with this property. When I booked I chose it as it had breakfast & good reviews. We found out a couple of days before the stay that it had changed ownership and was now 'staffless'. I only discovered there was no breakfast after phoning up when I got no reply to my message about dietary requirements. I was also faced with an extra £13 nonrefundable damage waiver fee before they'd release the check in codes. On the listing it said there was a refundable security deposit. They hadn't changed their Expedia listing at all. I am still waiting for the return call I was promised regarding a partial refund due to booking a service that wasn't provided and facing extra fees not agreed at booking. The room itself was very small, very tired looking, extremely hot & needing some tlc. Someone had clearly painted the ceiling at some point as there were flecks of white paint over the headboard, wall paper etc and the file telling us about all the non existing breakfast and room service was filled with flakes of dry paint. There was no toilet roll in the room. We messaged the owners (all communications were via WhatsApp) and they said they'd sort it. An hour later they called with the room code for an adjacent room so we could take their toilet roll. The bathroom is a wet room style so after showering you spend the rest of the night stepping into a puddle everytime you go to the toilet. The cleaner obviously never cleans behind the bathroom door either...

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.

It’s was fine bed wasn’t very comfortable could do with more toilet roll