Planned to stay here after visiting Germany.
We arrived about 5.00 p.m. to be greeted by a closed door. Sign on door stated “No Vacancies”. Repeated ringing and knocking were not answered. Eventually a person did arrive, from the street, to open the door. He did apologise but added that he had to deal with a guest, which he did via the telephone.
I was then asked to pay, which I refused to do saying that I normally pay on departure, the reason will be made clear later. Also I was informed that there would be a charge no matter whether I used a Debit or Credit card. No mention on booking site. I also noticed that there was now a charge of £4.00 for continental breakfast and £7.00 for full English, not as stated when I booked. I was also asked for my passport. I know that Newcastle may seem a far flung outpost but since when do you need a passport to stay in your own country?
All of this paled into insignificance with what was to follow.
We were given our room keys mine being 404 on the second floor. Despite have mobility issues no help was offered to take our cases up a very steep and winding staircase. Whilst climbing the stairs I managed to hit my head on a projecting section which was, in my opinion too close to the staircase. I was, before retirement, a Structural Design Engineer experienced in designing many staircases. The Building Regulations require minimum clearances which this staircase did not have. I will be writing to Hammersmith Building Control to ask one of their Inspectors to check out the Adria Hotel.
Upon reaching our room we were really pleased to see that it was, apparently, still occupied. Coins had been left on the dresser, a backpack was propped against the wall, and one of the pillows still had an impression from a head in it, a half empty bottle of whiskey was on the bedside table together with non-empty bottles of water. I can provide photographic evidence, if required.
The receptionist was at a loss to explain it but offered us another room. Two issues prevented us accepting this offer. If there were No Vacancies how was there a spare room? Also the idea that someone else had a key to room 404 made me wonder how many other rooms did they have a key to.
I informed the receptionist that as I had once before been stung at another hotel by paying up front and then finding it was rubbish and that was the very reason why I had no intention of paying until I left.
My daughter managed to Google a much better hotel in the vicinity and we left to stay there. £66 cheaper, no card charges and a good breakfast included.
We did actually wonder whether the first phone call was to ask the occupier to vacate room 404 but they obviously did not have enough time to clear it completely.
Stay somewhere else!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We totally accept responsibility for the mix-up upon check-in but are also disappointed that we were not given the opportunity to rectify the mistake. The problem occurred due to a late check-out of one of our previous guests which meant that we had to re-allocate the reviewers booking to another room. Unfortunately due to a shift change this information was not relayed to the next member of staff and the reviewer was given the wrong key. Obviously not the reviewers fault but nevertheless an error that was honest and easily correctable. Just to make it clear the room was most certainly not still occupied nor did anyone else still have a key, the room just wasn't supposed to be let out that evening hence the no vacancies sign on the door.
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In reference to payment upon arrival and additional charges, customers are always made aware of our payment policies and extra costs which are clearly indicated on all websites at the time of booking. To all future guests please take the time to read the terms and conditions, they are not hidden and are there to provide you with information about your stay with us.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.