Newcastle (Holystone) hotel

This stay was by FAR the worst overnight experience Ive ever had in a Premier Inn ! From doors getting knocked and drunk screaming guests at 1am to drunk yobs throwing road cones and shouting waking up numerous guests at 4 am before entering an unoccupied reception area to the hotel! Then knocking on numerous doors. We checked on the car as we were wide awake, not a person on reception, drunk residents coming and going as they please! At check out in the morning still no staff, we waited for a short time before leaving! Horrific doesn’t even do that night justice!!

Fantastic stay, fabulous staff and cleanliness outstanding.

Stayed here a few weeks ago and had a lovely time. Staff are very nice and friendly and room was great. 10/10

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.