Newcastle Jesmond Hotel

Change of owner not communicated prior to stay, nor how to check in. I had to phone several numbers to find this out.Room very small, we never saw any other guests (were we tho only ones). Coffee and tea provided but no milk and no refresh of supplies during our stay. No housekeeping. Tiny room, basic bathroom. On the plus side when I did get through to the number full details on check in were provided and the 2 staff members who were there that day were helpful.

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.

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..

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.

Do not stay here and if you have a confirmation then cancel it’s changed hands and is now a very dodgy and scary place with no staff on premises. Avoid! We met 2 young women outside who had bookings and were left without anywhere to stay! Just wrong

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.

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.

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.

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. *********** have contacted them but they haven't responded. *********** have given me £20 as a goodwill gesture from them but the property hasn't refunded me anything. Still waiting.