Newcastle City Centre (The Gate) hotel

Lovely hotel right in the middle of the city centre we stayed due to a hospital appointment at rvi only a 15 mins walk from hotel and it’s wheelchair accessible due to lifts, stay were friendly couldn’t be any more helpful would stay again

Premier inns are dirty now, you used to know they were clean and comfortable. Now they are dirty. We've used premier inns all the time because you knew what you were getting ...not anymore you don't. My daughter and I stayed in the one on Glasgow airport, filthy even the stair case and the corridors.

Returned for our yearly week holiday. On 2nd night found dried blood stain on mattress protector and when requested redund offered 25 as good will gesture. Dirty housekeeping. God knows how long it was like that! Guy on the desk never smiled. Miserable person

I've stayed at Premier Inn The Gate Newcastle numerous times over the years, both for business and leisure, and I've generally always had a positive experience. The rooms are comfortable, the location is excellent, and I've never previously had any issues, which is why I continue to return. However, during my current business stay, I experienced disappointing service in the bar area. After returning from a meeting, I went to the bar intending to have some lunch, only to be told they were not open. I suggested that it might be helpful to display a sign informing guests of this, as there was no indication that food service was unavailable. What made the situation more frustrating was that the staff member explained they were open to Premier Inn guests. I responded that I was, in fact, staying at the hotel, yet I still wasn't offered any service or further explanation. This was particularly confusing as there had been no issue when I visited for lunch the previous day. This is the first negative experience I've had here, and I hope it's an isolated incident. As a regular guest, I would expect clearer communication and a more customer-focused approach from the team.

What a disappointment my 5th stay at the Gate, Newcastle, was!! I was initially allocated room 319, but upon arrival it wasn't ready and was told it wouldn't be ready for a while, so I was moved to room 303. Upon entering, the air felt dirty, if that makes sense, and could taste it in my mouth. I went to the windows to see if they opened for some fresh air, but upon leaning on the windowsill, I discovered it was thick with dust. I scooped it together with my hand and was disgusted! I had two windows so checked the other one and discovered it was even dirtier and had gathered even more dust (see photos!) I had seen a member of housekeeping in the corridor when I entered the room so I asked him to come in and give the windowsills a wipe. Whilst he was there, I pointed out several other dusty areas I had noticed, particularly behind the TV which had MONTHS of dust built up (see photo) and he said he went off on a rant about being "short staffed", "staff absences" and being "overworked". I explained that whilst I sympathised, this was not my issue to deal with and shouldn't impact me.  I explained to him that I would be staying in the room with my wife and son, who were both currently with my cousin at his house a few miles up the road. My autistic son has severe asthma and has been hospitalised a few times as a result, so we can never take any chances. The more I looked, the more dust I found. The TV wall was covered in dust (it seemingly has a static effect) and the corner of the unit was one of the dustiest things I've seen!! (See photo) As this point, I went downstairs to request a move to another room. There was no way my son could be in that room! The lovely Sarah assisted me and she was disgusted at the photos I showed her. She moved me to room 205 and kindly offered me a free breakfast. She explained the second bed wasn't made up in my room so someone would be up soon.  When I entered 205, I couldn't believe that this room was dusty, too!! Whilst not as dusty as 303, the windowsill was still dusty and behind the TV was even dustier than my previous room!! The wall the TV was on was covered in dust, too. At this point, housekeeping arrived. They came in and made the bed and I asked if dust was a recurring issue in the hotel and explained the issues in both rooms. He blamed the air con unit, which apparently "are rarely cleaned" and "had months and months of dust in them". They confirmed that if I turned on the air con, the dust will "continue to increase". I appreciated their honesty but this doesn't help. They acknowledged dust build-up behind the TV was a common problem because cleaners couldn't reach behind. When I requested that they clean behind with a feather duster, I was told the hotel doesn't use them. I questioned why if it would solve an apparent long-term problem, but they explained that they aren't provided with them.  Even the wall itself by the wardrobe was covered in dust!! They left and I phoned my wife at my cousin's house to explain the situation. She refused to bring our son to the hotel after hearing my issues and seeing the photos. She felt, and I agreed, that putting him in that hotel room (or any other room) would be a serious risk to our son's asthma if the air con was as dusty as I was told and if all of the rooms were this dusty. She told me that she would stay for the couple of nights at my cousin's house with our son, where we could safeguard his breathing. I remained at the hotel because my elderly parents were staying at the hotel, too, in room 320 from 24th to 31st July, and I needed to be around for them. However, the mismanagement of the hotel and the poor standard of cleaning resulted in me being unable to stay as a family in the room with my wife and son, which was very sad, disappointing and frustrating.  The more I investigated, the more disappointed I was... There was dust all around the edge of my bath (see photo), which another lady from housekeeping came to clean for me.  There was a jelly sweet left on top of the soap dispenser!!! (See photo) There was sticky jam on the threshold to the bathroom !!!! (See photo) The bathroom skirting boards were dusty I was really not impressed!! I went to my parents' room once they were back from a day trip and wasn't surprised to see that their TV was covered in dust behind it, too! My mum said, "This explains why I've had such a tickly cough since day 2 of my visit!" Additionally, on the floor outside room 205 when I arrived on Sunday, were a piece of tissue and a corner of a sweet wrapper which had been ripped off and dropped on the floor. When I left on Tuesday, two days later, it was still there, despite multiple housekeeping staff passing them on Sunday, Monday and Tuesday! None thought it worthwhile to pick up to show pride in tidy communal areas.  I didn't want it ruining my whole break (although not being with my wife and son did ruin it!!)  and tried to make the most of it.  The next morning, at breakfast, I was shocked to see the dramatic fall in standards extended to the restaurant. I picked up an orange from the fruit basket which was completely rotten and mouldy and squished in my hand when I picked it up!! (See photo)  This had obviously sat there for days without being spotted as it wouldn't happen in a few hours or even overnight, but obviously the restaurant staff do not check for quality. The waitress was extremely apologetic, however. Please also see the photos of the mug and teapots. Several mugs had the teabag label stuck on them where they'd been put in the dishwasher and the two teapots I picked up were filthy too, with remnants of old teabags in them and we're so badly stained. I raised the issue with the man at the front desk in the restaurant and he laughed it off, saying "No worries, I'll just take them off of you" as if he was doing us a favour!! Ridiculous! The female chef, however, was superb. She made fresh porridge for my mum every morning of her seven-day stay, even when she was busy, and her poached eggs were amazing!  This was my fifth stay at The Gate, Newcastle, and this was by far my most disappointing! To be separated from my wife and son because of low hotel standards is unacceptable and to find so many issues in two rooms and at breakfast, where hygiene standards should be at its highest, are unacceptable! When I checked out and gave my keycard to the guy on reception ( he looked about mid-30s, brown hair beard and glasses, I think), he barely acknowledged me, failed to ask me how my stay was and did not wish me a safe onward journey. Poor. I have been offered a £35 goodwill refund, a quarter of what it cost me for two nights, which I feel is poor. The free breakfast benefitted me very little as I was on my own and as a coeliac with a dairy allergy there were very little options for me at breakfast.