Grey Street Hotel - Newcastle upon Tyne, United Kingdom 

Having stayed at the Grey Street Hotel on two previous occasions I was very disappointed with their customer service on my most recent stay. Previously I have enjoyed first class service and really enjoyed the hotel. This occasion makes me consdier seriously whether or not I would return. First of all though a little about the hotel, the building is a converted former bank given a contemporary feel. The decor and furnishings are of a very high quality and the hotel has a very chic feel to it. The sister restaurant serves great food both at dinner and breakfast and the service here is exemplorary. Previously having stayed at the Grey Street I would have had nothing but praise for the hotel - indeed the room service was one of the best that I have experienced. However, on this package they failed to provide what was advertised (there was no complimentary bottle of wine in the room and even when asked for it, it was not provided and staff seemed not the be bothered when this was questioned on check out), they tried to charge extra for breakfast when the tariff clearly stated that it was included and the toilet in the room had a broken flush which when it could not be rectified was apparently not a concern for recption and they had no alternative rooms (which clealrly was not true as later that evening I winessed a customer walk in and be told there were vacancies). I was very disappointed on this occasion, but have had excellent no problem stays in the past.

Recently stayed for one night booking a Deluxe Double room. It's in a great location but once past the reception desk were not impressed with the room. King size bed was the only good thing really. Although it was clean in terms of dust, etc, It was very shabby - desperately in need of a refurbishment the cream carpets were marked and stained, the cream chair the same. Clearly had leaks in the bathroom as areas of the bath panel were badly marked. messy wiring on the LCD wall mounted TV. Shame - as done up it could have been stylish - but certainly didn't feel we were having a "deluxe" experience. all the staff were helpful apart from the day of checkout. They tried to charge me twice for the room that had already been prepaid. Everything had to be repeated at least twice. Felt it was overpriced and pretentious. Only good thing was the food. Came from "The Living Room" restaurant next door and was very good. Once refurb it could be good - but not worth it right now.