Embassy Newcastle, Sure Hotel Collection by Best Western — Hotel in Gateshead

Extremely Disappointed Lost Item Dismissed & Staff Were Disrespectful

I stayed at this hotel recently and accidentally went left behind a valuable and deeply sentimental earring in the room. I contacted the hotel shortly after checking out to report it.

Not only was I told that nothing had been found, but the way the staff handled the situation was deeply disappointing. I was met with dismissive and disrespectful responses, with no real effort made to investigate or even reassure me that they would look into it properly. I wasn’t expecting a miracle just basic courtesy and responsibility.

Instead, I felt like my concern was being brushed off as an inconvenience. For a hospitality business, this kind of attitude is unacceptable.

I will not be returning, and I urge the management to take customer concerns more seriously. A more respectful and caring approach would make a world...

The hotel is situated behind a derelict club/bar, there is rubbish/trash everywhere, weeds all around the hotel area and in the car park Before booking, a picture showed us online a lounge/bar area, there isn't one!! Also said, food served 24hrs, not so, staff did say they would be serving paninis/pizzas in future. Pubs, and Restaurants are a fair distance away so driving is necessary. The Dining room is in the reception area, clean but not very big. All cooking is done next to the reception desk. Continental breakfast is plentiful as is a cooked breakfast on request. Rooms were clean, towels clean/changed, toiletries etc all very good in that area. Would we go back, No, it is situated in the wrong area. Definitely not the usual Best Western standard, hence...

We stayed here 31st May to the 2nd June 2021 lovely clean and comfy hotel but what makes this hotel a superb place to stay !!!! I have to say are the friendly helpful team of staff here. Nothing was too much, from giving us great info on places to visit during our stay to going out of there way to help when arriving late back to organising food for us. I would most defenitly recommend this hotel. THANK YOU to the Embassy staff you made are visit. Good luck to you. To future guest it will not...