Hilton Newcastle Gateshead — Hotel in Gateshead

I’ve always been a loyal Hilton guest and had great experiences—until now. My stay at Hilton Gateshead has been incredibly disappointing, and I’ll be looking for other hotels in the future. I’m currently on my third and final night as I write this, and things just keep getting worse.

To begin with, if you’re looking for a relaxing swim or sauna, avoid this hotel. I went to the pool on the first morning at 9am (it opens at 10), and once it opened, I found it to be very small. A third of the pool was blocked off for lessons, and the rest was packed with kids and families, making it impossible to actually swim or relax.

Then there’s the water. Even though I stayed for three nights, only two complimentary cans were provided on the first day—labeled “free for members.” These were never refilled. On the last night, I called reception and asked for another can. I was told that free water is only offered on the day you check in. I even asked if that meant I’d get water each night if I checked in and out every day, and they said yes. So now I’m paying £5.20 for a can of water—completely unreasonable.

But what truly pushed me over the edge just happened. I unexpectedly got my period and didn’t have any sanitary products with me. I called reception, and a staff member named Paul answered. He said he would check if they had any available, and confirmed they did—but told me I had to come down to reception to get it. I explained my situation clearly—I was in distress, bleeding heavily, and unable to leave the room. He hung up on me.

When I called back in shock, he claimed he thought our call had ended because “he thought I was finished.” He then told me that room service had ended and the only option was for me to come down myself. I had no choice but to wake my partner and ask him to go down for me. When he got there, the staff told him that Paul was “in the toilet”—clearly avoiding the situation.

This level of service is absolutely disgraceful, especially for a Hilton. I’ve never felt so dismissed and unsupported in a hotel. Honestly, I’ve had better service at budget hotels. Hilton Gateshead has been a huge...

A little difficult to find hotel right at the end, you could see it! Strange that you had to drive past hotel & find the carpark, then park, get a lift and then walk over to the reception-what a faff. Book in, room ready, it's 1pm, yay. You can check in now but it'll cost you extra £20. Then you pay for parking which apparently works by number recognition/ identification. There were a lot of ultra distance runners staying there (my son included) embarking on the Wall (70 miles from Carlisle). Knowing that many weren't finishing their run in the early hours 4,5,6 am it was announced that they would allow a 1pm checkout (1 hour extra), & extra hour's, but you would then pay extra! Hotel, a bit dated know, hadn't changed much since our last visit over 10 years ago. Our Son got in a 4.30 am, obviously shattered, bit of a disappointment as he hold told them about being in the race but being allocated a room the very furthest away from the lifts that you could get! We ordered a pizza downstairs, 12.5% service charge!! Disappointed that, the next morning the reception announced that there was no 'extra hour' allowance at check out as promised, and you could not buy any extra hours! I was most disappointed that we were told, by James, that it was explained that it was all subject to availability-and there were none available. TAKE IT FROM ME THATWAS NOT EVEN MENTIONED. My son did overhear some lady (in charge of housekeeping?). going apes*t) on the phone to reception about the extra hour? They obviously run the show. Breakfast was average at best & not as good as the Travel Inn, our previous night's stop. I thought that it was expensive, everything was extra, reception was incompetent-didn't appreciate that a group booking could be held by a card but then individuals paid themselves, you couldn't transfer money to ,but had to physically use your card ( most people use their phone nowadays). To cap it all the car park barrier wouldn't let me out- bit of a pain as there were cars behind me and I couldn't reverse). Good location & Very helpful concierge are the...

As a regular business traveller (visiting at least once a month) and a Hilton Honors Silver member, I appreciate consistency, and this recent stay showcased a significant upgrade that genuinely improved my experience. The newly refurbished 5th-floor room is a huge success. The design feels spacious, modern, and very 'zen'. The new colour scheme and lighting instantly create a more relaxing environment. I was pleased to see a practical setup with a dedicated desk and chair, a separate easy chair, and an extra stool—plenty of options for working or relaxing during my overnight stay (or longer 2-3 night stays). My only minor critique is that the new luggage rack doesn't seem to have a natural spot in the room's layout, but this is a small design concern. The bathroom has not been updated, but it remains clean and perfectly acceptable, meeting the standard I expect for my frequent stays. A Note on the View & Status While the new room is fantastic, I was disappointed to once again be placed in a room without a view. After so many bookings and as a Silver-tier member, it would be a nice acknowledgment to receive one of the desirable river/bridge view rooms, which I have usually been given on previous stays. It’s certainly not a dealbreaker, but it's something the front desk team could consider for their loyal, regular guests. Shout-out to Naomi at the Bar I want to specifically mention a staff member who elevates the hotel's service: Naomi at the bar. This is only the second time I've been served by them, and their commitment to excellent hospitality is exceptional. Naomi is incredibly bubbly and professional, yet genuinely approachable and welcoming. They make you feel like a valued guest, which is crucial for someone who spends so much time on the road. Management should certainly recognise Naomi for the excellent, natural customer service they provide. Overall, aside from the missing view this time, my stay was up to the usual reliable standard, significantly improved by the excellent new room design. I look forward to...