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"For the last 2 times we were checked in by a staff member who was not customer service or caring at all!! Very cold and not willing to help in any way. The first time we had 4 suitcases to take to our room and outside the hotel there was an airport trolley. My husband loaded it and as we passed the desk were told we couldn’t take it to the room. We had planned to bring it straight back down stairs. The second time my husband booked the room for me and didn’t realise it was in his name. She wouldn’t let me check in until he’d sent an email. He was already back in the US and luckily he was able to do it. The clerk pointed to me to “sit over there and I’ll get you when I receive the text” I waited for a while then noticed my husband had copied me in as well. I had to let her know. I know this sounds quite trivial but it would never happen in hotels in the US. We will continue to use this hotel as it’s very convenient but are now very wary of the one staff member. We’ve never had any issues before."

"We booked a junior suite for a 2 night stay in Newcastle in April. My wife found this hotel online as we wanted to stay in town for a change. We arrived by car - option of valet parking (£40) or park at the lot behind the hotel - hotel as an air of Ralph Lauren interiors about it and the room was very clean. Some issues; the window light left watching TV impossible and the bath wasn't able to produce hot water. Oddly the sink and shower were fine. The bar area was dimly lit (not dark) and beautifully furnished. I ordered what turned out to be the best White Russian I have had in a long time. The restaurant was equally luxurious. I ordered the duck salad, which became my instant favorite, and we both ordered steak, fries and sauce with rocket salad. Still think about it today. Everyone we met, from housekeeping to front of house, was great and we look forward to a future stay."

"Friendly staff, clean and comfortable rooms. Great breakfast and bar options. Only improvement would be a better shower head :) A lovely stay, thank you."

"The interior was lovely art deco very nice"

"Didn’t have Breakfast "

"Helpful staff, clean & comfortable room. Great location as close to city centre. Good breakfast choice."

"cooked breakfast slightly overcooked but the breakfast menu was varied and good. Bedrooms are clean and feel part of the castle"

"Great location"

"The staff are excellent, the grounds are magical and the buildings are awe inspiring and stately. Well worth staying here. Superb food."