Grand Hotel Gosforth Park, Newcastle

Passable

Disliked: Pillows very hard.

Exceptional

Superb

The hotel was comfortable with...

Liked: The reception staff were very helpful, even though an error had been made during the booking process the day before.

Very good

House of horrors extremely concerning...

Liked: Nothing
Disliked: House of horrors - extremely concerning and terrible customer serviceI never thought at my age I am going to sleep with my trousers and pullover under the blanket for 4 nights in a so called Elite hotel but it happened.Although I stayed in this hotel several times and never had issues this time was a different story.I was put in a Cold room with no heating on Sunday 10th November on my arrival which I didn’t quite realize until next morning having traveled 10 hours and being so tired.After the first night I said politely at the reception in the morning before going to work and do my NHS commitments if they can fix it and they said sure. They had all day and when I returned after 8 pm it was as cold as it was.I called the reception trembling and the manager said I can change the room without apologizing and not knowing anything about my request. She showed no empathy . She said she was the manager and in charge of the reception on Monday 11th November 2024 in Grand Hotel Gosforth park newcastle branch this was at 8 pm.After that I asked if it is guaranteed if I change the room the new one would be warm and she said NO! How could I guarantee you anything like that ? She was so cold and at that moment I really got nervous and told her are you alright ? Then who can guarantee it ?she said I am shouting at her and am abusive and she was going to terminate the call which she did. I was shocked !I didn’t go downstairs to make a scene so continued to sleep in the ice cold room which is already paid for 5 nights.When somebody puts you in a horrible situation with no empathy no understanding and if you become obviously nervous she blames you when her job is to give customer service!I have never been treated in such a way in my entire life so will never go there again.I sent a complaint email to the chain management and received no response !If you want to have an audition for a Stephen King adaptation movie this hotel is the best place.