I booked and paid for a room at this hotel in January for the great north run weekend,,,,,,should have read the previous review regarding this weekend and over booking. We arrived late afternoon only to find we had no room as the hotel insisted that they had not received any notification of my booking from Laterooms.com.....and we weren't the only ones this happened to this weekend at this hotel !!
The management tried to find another room in another hotel but we were told none was available, he offered us "an apartment just round the corner" and fair play he drove us there........What a joke !!! The apartment turned out to be what I would call student accommodation in a shared house...An en-suite bedroom and shared kitchen........ All filthy and dirty, rubbish under the bed, clothes and food in cupboards he had us in a catch 22 situation we needed a room he knew this and took advantage.
I was annoyed with Laterooms.com so phoned them up to find out how to make a formal compliant only to be told that they had sent by fax the booking on the 2 january and they had the time it was sent, they blamed the hotel saying it was their administration error.....so both sides where blaming the other.
I did tell the management that he had us over a barrel and it was out of order.....he apologized and told us there was nothing else available but as a sign of goodwill he would charge us less...but of course I had already paid so his suggestion was I claim it back from Laterooms, in the end we came to an agreement that he gave us (2) a meal on the house, bottle of wine and a couple of drinks.
On the plus side the staff here are friendly, the food was ok , breakfast was very filling
This hotel seems to have this problem with online booking so please confirm your booking with the hotel after receiving confirmation from your booking agent...I would not like this situation to happen to anyone else especially on the great north run weekend when hotel rooms are scarce and there is no alternative accommodation.
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- Also Known As:
- Kenilworth Hotel Newcastle Upon Tyne