The apartment was great! Very modern and stylish decor. Beds were comfortable and noise from the outside was very minimal. Staff was very polite and loved the complimentary items (water, milk, juice, cereal act).
Booked apartment back in 2019 through booking.com for great north September 2020 for 4 of us. When I made enquiries about Z bed I was encouraged to cancel and book direct, I didn't. Covid arrived, run cancelled so I cancelled booking. I then booked direct for to 2021. Today 2nd September I received a phone call cancelling the booking for weekend of 10th September, siting maintenance reasons. Its most likely the hardest weekend to book in Newcastle, with a vast influx of visitors. No alternative offered, no offer of help in any way. When pushed I was told a flood had taken out all apartments. I'd seen the odd review saying this had previously happened, didn't think it would happen to me but it did. If this is how they treat people that book direct I hate to think how those booked via 3rd parties are treated. I certainly won't be booking with Dreams ever again.…
Notification that the apartment was not available was given over the phone when we tried to check-in at the venue. A replacement at their Quayside apartments was offered, which at that stage we had no alternative but to accept. Staff were polite but unable/unwilling to offer any explanation or compensation. Complete reversal of the services we have previously received under previous ownership at this venue. Safer to avoid now on.
Stayed here with husband and 3 children when we arrived. There had been a bit of a mix up with the booking so we were a bed short and room needed a little extra cleaning . This was around 6:30pm but the lovey lady housekeeper came and arranged a bed for my son and sorted out the extra needed cleaning , dust on top of headboards and outdoor area had cigarette ends on ground , Me and my partner were very impressed with the quick response from receptionists and house keeper, Apartments need a little updating but overall was not bad 6/10 for apartments 10/10 for reception and housekeeping
Oh dear what a mistake I made booking here...the place was advertised as no stag hen parties or groups...this is obviously so no families are put off...to start they charge for parking 15 a night but I wasn't bothered about that...what I was concerned about was the 250 bond I had to pay...this set alarm bells ringing...when I walked in the place first impressions were its a lovely spacious apartment...then I started to notice things...bar stool was completely broken and the other was scratched bad...the dining table had a 30 degree incline....the coffee table looked like Pablo escobar had been the last visitor and there was grease all up the cooker hood...I text to explain there was nothing left to break for my 250 but no one was sent in to clean...we had to do this ourselves....there was no cleaning products at all...and not enough cutlery for 2 nevermind 4 people....Jesmond itself is lovely so location was good but as for cleanliness I think covid knocked on the door and ran away scared...if you're staying here bring hazmat suits....terrible…
I'm not even sure where to start. 2 days before our arrival we were left a voicemail simply to tell us our booking had been cancelled due to maintenance issues. No apology, just matter of fact. Given we were already on our trip, this was quite concerning to say the least. Eventually we managed to maintain the booking but shaving the first day off (as it was only 1 day of our 7 booked that was affected) - seemingly no one had thought to tell us this. Upon arrival the first and most obvious issue was the filthy state of the communal hall. Bin bags sat there (and indeed were not removed once during the next 6 nights), and several weeks of mail was strewn across a console table and the floor as well as empty bottles etc. Also, none of the exterior doors locked (which we'll come back to). As disappointing as this was, we assumed we'd maybe just arrived on a changeover day, and carried on up to the 3rd floor apartment. Incredible as it is to even write this, this is where we discovered the main lounge window hanging off. Not slightly broken, not jammed, (and not a velux) - literally a 3 storey window hanging off on a broken hinge. We'd booked a pets room and paid a pet surcharge so to have this INSANE hazard was just mind boggling... God help anyone travelling with kids. We called the office and were told than maintenance would be with us 30-60 mins later. We chased after 60 mins and eventually someone turned up 2.5 hours after the first call. The office said they "didn't really want to move us as it would mess up the rooming a bit". The maintenance man said this was a long reported issue and that a glazier would "probably turn up to fix it, tomorrow". This was an issue for us as it was my birthday the following day (reason for our trip), and we'd now lost 2 days courtesy of maintenance issues/poor comms and we were nervous to leave our pets in a flat where strangers may enter / would be removing part of a 3rd floor wall... We called twice and left a message but no one EVER came back to us on this, so we ended up also losing the next morning just waiting. Then, we move onto the cleanliness. Absolutely disgusting. Dust galore, loads of litter within the (missing) kick plates in the kitchen (coke bottles etc), broken glass in the kitchen (!). And, it was just completely dilapidated - the crockery resembled a flea market (only 2 spoons but 3 tin openers, cracks / marks etc). 4 channels on the TV actually worked, and the wifi was useless. Then, we move back to the non-locking doors. Despite reporting this immediately, nothing was done or responded to. On night 5 a drunk man accessed the building at 04:00 and banged and shouted his way through the building before going to sleep on the landing floor (!!). I literally couldn't believe my eyes. We reported this and again - nothing. Completely unsafe, especially as it sits on busy Osborne Road. On the final day we left aghast as to just how bad this had been. We tried to call again to speak to someone but its always "I'll get someone to call you back"...then nothing. A week after return we also haven't been given our £200 security deposit back or. had anyone. respond to our requests for such. Avoid. Like. The. Plague. I'll also point out that I've worked in hospitality for >10 years, and own my own company in the space. I'm probably the most empathetic/fair person to any would-be "covid issues" so don't read this remotely as an unfair rant - this is an exquisitely bad property only matched by the worst management I've ever come across. This isn't "return issues" - this is just diabolical.…
We’ve stayed here many times over the years but we were sadly disappointed on this visit. The main problem was lack of cleanliness- the carpets had not been vacuumed properly, there was dirt on some the window cills, crumbs in the kitchen, dirty crockery and glasses, numerous handprints on the fronts of the fridge. The furniture is looking tatty and dirty. Management may have changed but certainly hasn’t been upgraded. Very disappointed.
Needed emergency accommodation due to flood and floor having to be taken up . Maxine on reception was great and explained the remote check in process thoroughly . Needed to extend our stay by one night and after a bit of juggling Bronwyn sorted this for us. Apartments good ,clean ,and modern. location would have been great if it wasn’t for lockdown ! Thanks everyone for making a difficult time much easier.
Stayed for 4 nights in business and must say I the apartments and location were spot on. I travel for work often and the apartments were perfect. Large spacious and super clean. The WiFi was brilliant which is very important to me as I use this for work. Received a call from Bethany and will be staying every week for the next 3 - 4 months on a corporate rate. Brilliant apartments with amazing service.
I'm still waiting for any kind of apology or communication from the management after an unanswered midnight fire alarm last Thursday night meant my family and I walked a mile across Newcastle in our PJs and had to stay instead with an elderly relative who has been shielding. No fire brigade, no reception, no night porter and still no contact. I'd like to think that had the building burned down with us in it, the management might at least have responded in some way. Unbelievable. Legal proceedings a distinct possibility. Just putting that here as no one from Kensington Aparthotels is answering.
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