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.

We booked this hotel with laterooms.com at 3 p.m. By 6.30 we were at the hotel. Unfortunately, by 7.00 p.m. we were on our way home. The hotel rooms, corridors and lift were so tiny they brought on a claustrophic panic attack. We explained this to the management and that we would have to leave. Although they obviously had a number of other empty rooms they were extremely unsympathetic and still insisted on charging us a £50 cancellation fee. I do not think this is good management. I could understand if they were otherwise full and had to turn away business because of us, but this was clearly not the case. Also please note. The hotel does not have its own restaurant, you are expected to eat in the next door restaurant if you want food, or to go out. Also it is in a very noisy area and even in the short time I was there it was quite apparent that when you were in the hotel corridors you could hear everything that was being said inside the rooms, so perhaps we had a lucky escape!!!!

Stayed for four nights but overall the only thing which really convinced us was the good location. Furthermore, we still don t know if we got the deluxe double room which we had booked and paid for as it was small only prepared for one guest to stay in. The girls behind the reception seemed uninterested and not trained in welcoming guests or professionally answering questions. On our second day they forgot to clean our room and nobody excused for. The breakfast is overpriced for what you get. The buffet is mean and and the was staff rude as we wanted to sit at a table of our choice. Overall a stylish but overpriced hotel (no better than any Novotel we’ve stayed in an miles away from any eg. Dorint design hotel (eg. Hamburg) that should do some benchmarking to get guests coming back to stay. Two Swiss who spent their engagement holiday in Newcastle upon Tyne. We enjoyed the city but the hotel left a rather bitter taste.

For a boutique hotel, it is totally anonymous and lacking in character. The standard room was small and the decor was minimalist and unwelcoming, and apart from a small seating area by reception, there is no residents' lounge although there was a bar. Access to broadband from the room was expensive. Finding the hotel was a challenge as there is no sign for Greystreet Hotel, but instead a discreet "niche hotel" on the frosted glass frontage. On the positive side, the bed was very comfortable as were the down duvet and pillows which made for a good night's sleep, once the noisy airconditioning was turned off. The hotel itself is quiet at night. It's location is also convenient, being very central and within walking distance of the railway station.