Heaton Hotels, Newcastle-upon-Tyne

"This is such a lovely hotel! We opted for a Club room and I’m so glad we did😊 The room was really spacious with a floor to ceiling window framing the fabulous River Tyne view and easy chairs right by the window to enjoy it. The room has included WiFi which was strong enough to stream and a well equipped, though slightly tired bathroom. In addition to the room, the staff were friendly and helpful, the bar served very good cocktails and the breakfast was excellent value. All in all an excellent experience, and I’m sure we will be back to the Copthorne hotel very soon!"

"Poor attitude from staff to a group of disabled (visually impaired) guests with no reasonable adjustments to check in process. Dogmatic jobsworth staff at reception (though to be fair notably a manager stepped in effectively later and “took ownership” to resolve some issues and find the lost bag). Bag taken by porter to a room unconnected to the group and not found for several hours after a trawl of hotel CCTV. Deposit insisted on in case we used mini bar in the room but fridge broken and empty. Double occupancy couple put in single room and vice versa. Bedroom window propped open by a mug on the window sill (on the fourth floor in a room occupied by blind person) was an accident waiting to kill someone on the pavement outside. Very noisy rooms with obviously no soundproofing. Definitely not a hotel to ever use by any group organiser. "

"Yes, fresh, warm, no issues "

"Room was excellent the staff couldn’t be more helpful and pleasant and the food was outstanding "

"Nice friendly hotel really really good breakfast and relaxing breakfast area. Nothing was too much trouble. Would recommend."

"Room was clean although decor was tired and in need of a refresh. We weren't informed at check in that we would be charged to use the spa facilities so unexpected cost of £7.00 each per day. Only 2 small pillows on bed, asked at reception for additional pillows and was handed them from the reception desk to take to room whilst trying to carry luggage. Not ideal. We didn't book for breakfast or eat in the hotel so I can't comment."

"Staff refused to let us store food temporarily or use the microwave, saying it was “for breakfast only.” The response was a scripted, corporate line rather than any kind of reasonable customer service. We were travelling with two children under five and simply needed to heat food for one minute in the evening... a very small, practical request that was refused on what seemed like an arbitrary rule. It wasn’t the rule itself so much as the complete lack of flexibility or common sense. Good hospitality is about helping guests, especially families, not hiding behind rigid policies for situations that would take literally one minute to accommodate. The experience left us feeling unwelcome and poorly treated."

"Shower was flooding. Also be aware parking is £25 per day. "

"Modern, centrally situated hotel. Room was clean and bright, bar served generous portions of freshly made food. Staff were friendly and attentive. Good option for a short stay. "