Newcastle (Holystone) hotel

We have used this particular hotel a few times now the staff are always friendy and welcoming the rooms are always clean and tidy the beds are so so comfy it is true what the advert says you do get a good nights sleep the breakfast room does get a little busy but the staff cope well and there is always a warm welcome and we always find something to eat we will deffo be returning to holystone

I stayed at the Premier Inn Holy Stone (Newcastle) for a family funeral, and it was one of the worst hotel experiences I’ve had. I have severe M.E. and specifically booked a two-night stay so I could rest and pace properly, including sleeping during the day. That was the entire purpose of staying two nights rather than one. I did not get any meaningful rest at all. I had requested an accessible room due to my health needs. What I was given was a room in what can only be described as the worst possible location — directly next to a stairwell door that slammed constantly, and directly opposite the breakfast area, which starts early each morning. The result was relentless noise and virtually no sleep. Basic room standards were also not met — only one pillow and insufficient towels on arrival, meaning we had to go back to reception to request essentials. My husband raised the issue with reception at the first reasonable opportunity the following morning. We were told we would be moved, but the move was delayed, leaving me stuck in the same unsuitable room longer than promised and unable to rest. The second room was no better. A family was placed above us, and the level of noise — heavy stomping and running — made it impossible to sleep again. As a result, the entire purpose of the stay was defeated. Two nights paid for, and no rest at all. After contacting customer service, I was told the “Good Night Guarantee” does not apply because I did not report the issue during the night. However, your own published terms state that guests must raise the issue with reception when it is encountered — which I did at the first reasonable opportunity the following morning. There is no requirement in your terms that a guest must attend reception during the night. It is also not reasonable to expect a guest with a medical condition to get up during the night and attend reception in order to qualify for support. Your refusal appears to rely on a requirement that does not exist within your published terms and conditions. This stay took place during a family funeral, and the lack of care, poor room allocation, and refusal to take responsibility made an already difficult time significantly worse. I would not recommend this hotel.

Kind staff, decent breakfast, tired bathrooms. rooms feel dated. Has a motel vibe, close to the highway, yet quiet in my room (facing the yard). Bathroom is worn, water damaged panels, some parts looks like they are in need of a urgent refurb. Ventilation in the bathroom stops after minutes of turning off the lights, so humidity is high and towels take a long time to dry No heating in the bathroom, so it's cold unless you power up the electrical heater in the room and let that roar. Would also benefit from a thorough deep cleaning. Breakfast is ok, classic selection - mind you, open from 0630 on weekdays, so if you are off to work before that, no need to order it. Complimentary internet is useless due to less than 1 mbit speeds, there is a paid option available, staff was kind enough to give me "premium" acces on request. Thermostat in the room is programmed to save money, I tried to negotiate it to 21 degrees, but we did not get an agreement for the week I was there. Good: Beds Price Location (for work at the ports) 24hr reception Pub grub just across the road (kitchen closes at 2230) Free parking Has a workstation (desk, chair and plenty of power sockets) Bad: Creaky floors (room 37) Vending machine broken No fridge Tired bathroom Bathroom, lack of heat and ventilation No option to cast sound or picture to tv or any other online options e.g. Youtube Sluggish free internet, unable to stream (ask for premiere access for free)

It was a lovely hotel very clean warming and room was amazing staff very friendly and welcoming aswell nothing was a problem for them

Breakfast now served onsite. £10.99 a head. Cooked options good. However pastries ran out when it was busy and when asked staff to replace, we had to wait 18 minutes cooking time. We feel staffing levels were to blame as one chef in kitchen and one young man trying to Replace items/ take names on those arriving/ and clearing tables. Once he had help things improved slightly. We feel breakfast was over priced.Wetherspoons Next door offers better value breakfast. Rooms were adequate however 2 of us sharing and only one large towel left us having to share. We asked for another one which they left while we were out and did not take the used one. No replacing of tea/ coffee either.