Crowne Plaza Newcastle - Stephenson Quarter, Rocket

Crowne Plaza Newcastle – Serious Incident, Poor Initial Handling but Well Compensated During my stay, there was a serious incident where a member of housekeeping entered our room while it was occupied by three females – one adult and two young girls. At the time, a hairdryer was running, so we did not hear the initial knock. I understand the hotel’s protocols for entering rooms, but I strongly believe that if staff can clearly hear a hairdryer or similar noise, they should apply common sense. Such a sound could easily mean a guest has just come out of the bathroom and may be undressed. In that case, returning later would be far more appropriate and respectful. The on-duty manager did an okay job addressing the complaint, reviewing CCTV footage and going over policies with staff. However, communication between him and the cleaner was poor, and we were given multiple, inconsistent stories and excuses in what felt like an attempt to smooth things over. This only added to our frustration and gave the impression that the situation wasn’t being handled as transparently as it should have been. That being said, I am genuinely happy with the resolution we received. The hotel gave a full refund for the stay, applied 50% off a future booking I had already made, and offered complimentary breakfast for two. These gestures were significant and showed they were willing to take responsibility. I appreciate that level of customer service and believe it was a fair outcome. This review is not intended to put anyone off staying here, but rather to make future guests aware of what happened and encourage the hotel to continue improving. Even though this incident happened to me, I believe it was a genuine mistake, and we have already made a big enough deal of it at the time. I will be returning to Crowne Plaza Newcastle in the future because I do think the hotel has many positives – but I also hope they take this as a lesson in ensuring privacy and communication are never compromised again.

I would have rated this a lot higher as the rooms are lovely and the pool, sauna etc great. However I am used to staying in crown plazza in England particularly in Birmingham and London. I always book a room woth the lounge access despite not drinking alcohol as its a good quiet place to work. The canpes, snacks and none alcoholic drinks is birmingham are great. As I was staying as crown plazza Newcastle I was expecting a similar standard. I could not have been more wrong. I go from prawn tempura and salmon puffs to handmade sandwiches with no labeling and a leaf only salad. I could not believe what a difference it was for the same brand and group of hotels. We stayed two nights and the second night in the club lounge my partner was not even asked if he would like a drink. He was asked on the first night. We ended up leaving and heading to our dinner reservation early. The reception staff and people on the breakfast in the dining room were great. So after my stay I mention it to reception who were shocked. They asked if I would like a call from the manager. I said yes defiantly a call and not an email. I got a very generic email that seemed to be copied and pasted and no call despite requesting one. I requested a call as I did not want a generic email. I would have rated the hotel a lot higher if I had recieved a call as the receptionist asked me. Different lounge service is not a big deal but the way my complaint was handled made it a lot worse for me. Thank you to all the lovely staff we did encounter there and thank you for the effort you put into your jobs. I am just sorry the manager could not put in a similar level of effort.