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at the Jesmond Dene
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Aug 5th, 2020
We had long planned a vacation to Europe and booked this seemingly good hotel. When the Covid pandemic struck, London and other area hotels were still open for limited types of guests like emergency workers, but hotels could NOT allow vacationers to stay per the UK government DURING THE DATES we were to visit. The US Department of State also confirmed this is the case. I respectfully asked for our money back, and they sort of offered a stay at a future date during 2020. Well, we don't often go to Europe (we live in the USA), and we certainly don't plan to go during the pandemic. When we pushed for more details about the offer for the future stay, they never can give any details. They blew off our requests for a refund even though they legally cannot provide a room per the UK government during the dates we were booked for. They thought they could get away with it since they thought we're so far away in the USA. Surprise! I contacted our credit card company and filed a dispute. During the dispute process, the ACTUALLY FORGED an email that looked like it came from me to make it sound I was wrong. I was shocked by what such horrible liars there were. I've stayed in many hotels, and I can tolerate many thing that go wrong. But I've never had an instance where a hotel actually committed fraud. Horrible! Needless to say, the credit card company decided in our favor and refunded the money. Do not book this hotel! They are NOT trustworthy. TRIPADVISOR.COM USER
Perfect for Dominic Cummings
Jun 4th, 2020
I had a room booked here for the month of May during the Coronavirus outbreak where non essential travel was banned by the government. However, this hotel refused point blank to give me a refund on my booking as they insisted they were still open regardless of what was happening around the rest of the UK. I sent numerous emails (the majority of which were ignored) explaining that I was unable to travel and there was no way I was going to risk travelling 80 miles to London for a NON ESSENTIAL trip and risking being stopped/fined by the police just because this hotel claimed to be open for business as usual. They only began to reply to my emails when I contacted Booking.com who got involved and informed me I was entitled to a refund due to the travel bans in place within the country. One email I received from the hotel even claimed, and this is their exact words, "the pandemic was over" (which did make me wonder what this hotel knew that the government and other scientific advisors didn't) and that I would not be getting a refund as it was me that was refusing to honour my stay. Overall, this hotel tried everything in their power to keep my money but thankfully I got my money back in full from Booking.com. I never stayed at this hotel and never will do but I'm giving this rating based on their handling of this, the fact they blamed me for not willing to travel during a government lockdown and that they were hoping I would just give up so they could just keep my money. TRIPADVISOR.COM USER
Apr 19th, 2020
I arrived very late, for an early flight the following day. The night receptionist could not have been more helpful and welcoming. The room was impeccably clean, modern and comfortable. The bed and bedding were superb. Clean, comfortable - and although my stay was short one, I will certainly retun. Excellent value. TRIPADVISOR.COM USER
Non-Refundable is Exactly that - No Exceptions!
Mar 20th, 2020
My family of five was terribly excited to travel to England for the first time to celebrate my twins 16th and my oldest son's 18th birthdays. The virus changed all that. Though we were never wavering in our decision to continue with our trip, the US government banned all travel to the UK five days prior to our departure. Our airline was not even offering to reschedule. We had written to the Jesmond Dene prior to the ban and were told there would be no refunds, no matter what. They knew we wanted to come but were physically kept from doing so. They have been polite and very quick to communicate for months regarding our trip and very accommodating in writing as we are vegan and need to be sure of certain dietary availability when traveling. I can't fault them for any of that - as I said, we were looking forward to our stay. However, they must need our money more than we do. No refunds, no matter what. Please don't expect any exception to that policy, even with a pandemic. You've been warned. TRIPADVISOR.COM USER
Mar 1st, 2020
If you need to get on the subway to Heathrow or the National train going north this is the perfect place for you. My friend needed to go one way and I the other in the morning and this hotel is a hop, skip and a jump away from both stations. It was very clean with a modern bathroom. The room and bathroom were small but that was okay for the length of our stay. I’d absolutely stay there again. Staff was courteous and helpful. TRIPADVISOR.COM USER
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