Hotel Indigo Newcastle by IHG — Hotel in Newcastle upon Tyne

I couldn’t really blame the staff that worked there for anything. Every interaction with them was amazing but I had a massive issue booking through IHG. I wasn’t informed that the building is under massive renovation so there’s no bar or restaurant attached. The place smells of fresh paint which isn’t a nice smell. As I’d booked direct through IHG there was no notification of these ongoing renovations, but if you go to the hotel website it is mentioned. I complained to IHG and their customer service isn’t the best. They blamed IT issues to resolve my complaint but I honestly feel that they just didn’t take the time to check anything. The issue still remains on the website where there is no notification of the state of the hotel - I’ve just checked. The night stay wasn’t the best as the room next to us decided to spend the night pacing back and forward in heels or boots which echoed through our room. As there are no carpets I felt like it was coming through the ceiling, until I realised we were on the top floor. I was woken up a couple of times from the other guests shouting. Carpets in the rooms would have made the stay a lot more pleasant so I wouldn’t have had to listen to the noise from the surrounding rooms. I’ve stayed here before and had a lovely time but this time felt different. One tiny bottle of water for two guests for a stay seemed tight, though there was a bottle of beer and single can of soft drink also to drink, which we fought over to see who got what. If I’d been made aware of the building works then I would never have booked my stay. I suppose I was unlucky having a noisy bunch staying next to me, but IHG really let the side down with how they handled the complaint. They initially offered me a free nights stay there, which they did so in loyalty points. I told them that the number of points they’d offered me was enough for the worst room on offer; and would cost me £120 as well as the points they’d supplied. They then blamed an IT error and told me that they’d give me more points. Again, they’d never checked the number of points required to stay there and wanted me to pay more for a further stay. Again I informed them that there weren’t enough points for a return stay. At this point I just wanted a refund as I felt I’d been mislead with my booking and then they blamed another IT issue for the points calculation. They finally offered me enough points for a return stay in the worst room the hotel has to offer, though it says in the t’s and c’s that this isn’t guaranteed. Apparently the renovations are due to be complete in March. I may return for another stay, but I’ll definitely be bringing something to drink and I’ll also bring some ear plugs. Another couple of points were that the heating doesn’t work in the rooms (we only realised in the middle of the night when we were freezing and awake) and I also stood on an earring that was on the floor. I wasn’t injured in anyway as it never had a sharp part, but I’m not sure how...

This hotel is in a great location if you like nightlife, shopping or want to be near transport, because everything is within a few minutes walk of the front door. Central station is a few minutes walk, well almost over the road! Eldon square is just up the road and there are bars and restaurants within a few steps.

The rooms are modern and if you go for an executive room you get the added bonus of a balcony, to enjoy a drink on if the weather is dry. I do love a rainfall shower and the bathroom is big enough for what you need. The bedrooms have a huge tv on the wall with Sky TV, bear in mind that the box is behind the TV and I could only get the remote to change channels from certain angles.

The bed while comfortable was on a very creaky divan base with wheels, this is a upmarket hotel, my bed kept sliding about and some of the sounds the divan made, it felt like it was going to collapse! The hotel offers a complimentary mini bar - in this case two bottles of water, Hotel indigo in Cardiff last year had beer, fruit juice and prosecco, so a bit of a disappointment.

The bar and restaurant: If you are a hotel resident it would appear that you are forgotten about, I was shown to a table after waiting at the entrance for about 10 minutes by one of the receptionists, and then had to wait 15 minutes for someone to give me a drinks menu, not great service, just getting a drink or some food felt like a mission. Also as a platinum elite member I should have taken the points as my bill shows that I got charged for my welcome complimentary drink on the night I arrived!

Good rooms, good location and nice and clean, the team on reception were excellent, very polite and professional. Look at parking offsite though, £14 for a day is shockingly expensive and the car park is tiny! If you’re an elite member like me, don’t expect any...

Having stayed at this hotel many times i was very disapointed. I completely understand there is refurb in progress but even with the building work going on it was cleaner downstirs than it was upstairs. Our bedroom was grubby, there ws alot of cobwebs in every corner of the walls and cieling areas, not good, the room just felt as if it needed a good spring clean. the bed moved all over the room. dangerous to say the least. the two beds were moving away from each other , not fixed together, the bedding did not fit the bed, the sheet came just to the edge of the top of the matress, so as soon as you got nto bed the sheet was just crumpled and uncomfortable. if you sat on the bed it moved backwards, if you layed in he bed it moved away from the headboard. dangerous! why did the bed not have breaks on the feet? the walk ways upstairs were dirty, the cleaners cupboards were wide open and the mess in those were attrocious, not a pretty sight, why leave the door open and that on show ? breakfast was acceptable , the cold stuff, cereals etc was good but the hot stuff was not hot, just warm and some of it cold, not what you want for the price. We did recieve an email, previous to our visit to say there would be some issues downstairs and alimited breakfast, this was a while after booking even though you new at the time of booking, obviously we couldnt do anything about that after we had already payed in full. to be honest the bedroom spoiled our weekend, not the building /refurb, that was expected but the dirt etc in the room was not acceptable. as i said at the start we have stayed at your hotel many,many times over the years and really expected so much better. our next short break is in April, we are staying at hotel indigo in chester, lets hope the experience is better than hotel...