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Booking not found at check in time. Hotel had to rearrange to accommodate. Very small room for an executive charge, not serviced with refreshements etc. Very noisy inside doors, banging throughout the night
The staff was helpful Not always hot water in the shower, and it was broken. The bed was not to good
The staff on reception had a very good knowledge of the area and very helpfull having to go up 3 flights of stairs to go allong the corridoor and down 3 flight of stairs to my room
Definitely does not deserve its 3 stars and poor vitrine for Best Western. It is a good hotel for those wanting to experience a local pub (part of same building) and ambiance but definitely not for business traveller.
Bar and catering staff helpful and friendly. Reception staff were under training and were unable, without consulting a more experienced staff member, to answer even the simplesrt question. Not a complaint, as we all have to learn when starting a new job. Parking was ample and the location is excellent. Our room, no 123. It was far too small for two guests, as was the bed. The room was clearly intended for one person, as there was only one set of towels. When the towels were changed on our second day, we were again supplied with only one set, as presumably this is the normal practice for the chambermaid servicing room123. We felt the charge for room 123 was far too high for the space and comfort it offered. The continental breakfast was extremely poor with very little choice. The 'full breakfast' appeared to be OK, but we never eat a 'full breakfast'. If you advertise a continental breakfast, then you ought to provide one.
Staff very friendly and helpfull nice location Bedroom
Access to room. Had to walk up to first floor to get to room which was in basement at rear of hotel
the lady who served the breakfast dirty kettle, loud music
Was only for one night to attend a wedding but the location was excellent. The room was double booked and another couple entered the room while we were dressing
The hotel's interior is very impressive upon arrival. The only negative is that the interior of the lobby and elsewhere in the hotel is so impressive that you can only feel slightly let down at the less impressive interior in the rooms. Not that they are in anyway bad though. Nope.
Whole experience was very positive. One of the best hotel stays I've ever had. None that I can think of. Drinks were quite expensive but the hotel was four star.
The staff were superb with excellent customer service
we stayed here for our wedding night and staff upgraded us to the honeymoon suite free of charge and we had breakfast delivered to the room! This really made our wedding day thank you so much to the staff at the Sunderland Marriott.
We got a late deal so value for money was excellent. At breakfast the senior waitress put herself out to find me some instant decaffinated coffee, which is what I drink. No bad points
I found the whole stay at this hotel brilliant and will book again in the future
Bedroom clean and bed very comfortable.Molton Brown products in bathroom. Staff exceptionally warm and friendly. None.
Well appointed room, nice sea view, but on the small side for a Marriott - and one of the smaller rooms in this hotel Housekeeping failed to service room on second day and had to be called back to do this. Sunday morning breakfast service very poor - could not cope with demand
Location of hotel Breakfast food alittle under cooked. Perhaps there should be medium and well cocked. I prefer medium rare cooked steak but the cooked breakfast was too rare for me.
The rooms were really comfortable, with everything you need. The staff were very courteous,approachable,helpful. They couldn't do enough for us. We had a really relaxed stay. The only one thing I would say is that I would really have loved bath robes.
No problems when checking in good quality at budget prices friendly helpful staff
Really Good Hotel, very friendly staff good value for money.
Extremely helpful and friendly staff in this family run hotel. Nothing was too much trouble. Superb Thai bar meal, very reasonable prices for food and drink. None
the hotel was friendly and comfortable with a good range of food available.
The staff were obliging. The room wasn't very clean. The T.v didn't work very well, 3 channels out of eight. There were two lights out in our room. The double glazing wasn't adequate and the hotel is alongside the busy duel carriageway. One of my party slipped in the bath due to no grip or rubber mat in the bath.
Lovely rooms, very clean and spacious
The bathroom clearly hadn't been cleaned for some time. There was hair all over the bath, the floor, the sink, somebody had been poorly in the toilet, the bath side was coming away, there were signs of black mould all around the bath and the tiles. The room itself was very smelly, the window had such bad condensation that just closing the curtains caused my clothes to get wet, the pillows were incredibly hard and there was a monotonous noise through the entire night.
The staff were extremely helpful and very friendly. The hotel epitomised Scotland, which I find to be one of the most welcoming countries in the world. The weather.
The staff went out of their way to be helpful; the receptionist helped to find another hotel for our onward holiday, on the internet. The room had no extras, like biscuits with the coffee tray. The breakfast, which was included in the price, was badly laid out with guests having to go to another table to pick up butter, sugar etc. Also the table wasn't checked for essentials like spoons, etc.
I requested a warm room on my booking form. The room was lovely and toasty and reception asked if I was satified with the temperature - which I was. Food was delicious at the Thai restaurant and the staff were very friendly and welcoming. Although the room was warm the radiator was extremely noisy - the only way to stop the noise was to turn it off!!!
Has a Thai Restaurant attached. The hotel itself seemed very tired, staff were scruffy and looked as if they wanted to be somewhere else.
for the price I paid it was good value for money, had this been the advertised rate, I would deinately not. while rooms are clean and spacious they are looking tired and bathrooms dated
breakfast evening food of very poor quality
Nice comfortable room. All on one level, so no stairs to climb
Hotel was cheap and there was lots of parking A wedding was taking place in the hotel (not involving us) and there were lots of very drunk, very loud people running up and down corridors and banging on bedroom doors (including ours) at all hours of the night. I complained about this in the morning and the girl on the counter did nothing to apologise. I'd booked two rooms, for me and my partner and for my brother and his, and I would have expected some kind of discount or compensation by way of money off a future stay by way of an apology for the fact that the four of us got very little sleep.
Extremely long way out of Sunderland and a very expensive taxi to get there and back the next day. Room was a bit cold. Ironing board very old and needed replacing. Steak was not great. Poor coffee. However, the staff were great and very helpful
I stayed at the hotel because I was visiting family in nearby Jarrow. I thought the staff were most helpful especially when I arrived close to midnight due to a delayed flight. None what so ever.
Excellent internet access in my room.
The restaurant was very good. The hotel was miles from the city centre so choice was very limited. The decor - motel feel. It was also very cold.
Staff were very helpful and pleasant - particularly the bar person who scoured the kitchens to find me a newspaper! Checking in - very poor lighting over desk made it difficult - receptionist very good but I do think you need to review the level of lighting she is working with
Complaints refood and to staff on checkout not responded to,requested reduction of bill beacause of por service,food and accommodationand paid under protest. requested management to call me at home after my return from the funeral we were attending of family member, not done. Evening meals breakfast poor. dirty sinks,cracked bath,bathroom door had Ybeen punched in ,beakfast requests not met,window catches broken,need I go on?
Very central and well appointed, free wi-fi access.
The facilities are very good. The location in the city centre was ideal for our purposes. All round an excellent experience. No.
Ease of access, Comfort, facilities cleanliness. Overall an excellent apartment and will be back. Nothing
Spacious apartment in a great central location, that was surprisingly quiet in the evenings for a city centre location. No secure or off street parking was a slight negative.
Liked having the flexibility of the kitchen. The pigeons that made their home on the window sills - They were very noisy. Our reservation had been "overlooked" and the office was not prepared for us to show up and check in. Even though the apartment had been "cleaned" since the last occupant(s), there was still a dirty tea cup on the coffee table and a dirty towel left in the bathroom. Also, there were the left over check-in packages from several previous guests on the sideboard in the entry.
queit and comfortalbe .I'm extremelly satisfied with this excellent hotel... nothing
Convenient location opposite the Winter Gardens and Mowbray Park. Quiet and self contained property with a good fully equipped kitchen with dishwasher and washing machine. I would have preferred more availabililty of staff whose office hours are not weekend or late night friendly. Key collection is dependent upon a taxi company out of hours, which is uncomfortable, especially when having to wait outside the apartments looking very conspicuous as tourists.
very spacious, central, clean, good facilities. felt secure.
Excellent location, with modern and clean facilities.
Really clean, fantastic premium apprtment.
Good value; use of main hotel; comfortable bed; good facilities in room Low water pressure in shower. Couldn't connect to wifi network
We booked this as we need a large room for us and our 3 children, and the room certainly was a fantastic size even with a double bed, 2 single beds and a cot. Fantastic breakfast was enjoyed by all! The Lodge decor was a little run down and the room would have been better with a small bath rather than a shower and a chair or two to sit on but even so great value
Access to adjacent bar & restaurants. Excellent breakfast. Antiquated, hotch-potch conversion circa 1970's. Large rooms were chilly & staff were unable to rectify, despite trying.
Service was good Window in room broken
When I arrived at the Roker Lodge it looked such a dump both inside and out that I requested a move to the adjacent Best Western Roker Hotel I was annoyed that when I looked on the internet, I got the impression that the Roker Lodge was the same standard as the Roker Hotel. The site showed pictures of the hotel bar and offerred use of the facilities. If I had not been able to move to the hotel, my weekend would not have been as enjoyable.
Good price, powerful shower, clean crisp bedsheets, sea view Decor a bit tired
The Italian Restuarant Being charged twice and having to leave at 04.00 because the noise from other guest which went on from 23.00 to 04.00
Friendly staff. Nice bar and restaurents in Hotel. Lodge room (my son stayed there) adequate. Breakfast very good. Excellent position. Originally booked two rooms in Lodge. My son's had nice sea view, mine view of a brick wall. Room far too small for me.No wardrobe. Very claustrophobic. I moved into main hotel - last room available, with view of the generators!! Ok if I kept windows and curtains closed. Bed a bit lumpy.
On arrival we were upgraded from The Lodge (unrequested).Although wasnt one of their better rooms (a little on the small side for a double) had everything we required and was clean with evrything in working order.Breakfast very good and personel in dining room at breakfast very helpful and polite Room somewhat on small side and in basement near the gym
service exellent, food fantasic, very clean, friendly staff would give a 10 out of 10 and recommend to all my friends.
The staff were helpful and friendly. The hotel was modern, clean and comfortable. The food was nice and the atmosphere was relaxed. An enjoyable weekend.
Wanted somewhere local to stay near relatives that didn't cost the earth but was clean and comfortable.
Convenient location for road network and less than 10 minutes from Sunderland city centre. Staff were very helpful.
Staff were friendly and helpful, problems were dealt with efficieintly and effectively without hesitation Hotel was perfect - however was most annoyed that all hotels/b&b etc put price up for this week of the year (the great north run) - especially when it is a charity event - prices are mainly doubled for this weekend of the year compared to the rest of the year which I find unfair
Easy to find, convenient for city and university. Exactly as adverts, good basic accommodation with no unnecessary frills, but comfortable and affordable.
Good location, 24hr. reception Noisy shower
The resturant service was terrible. The hotel was Noisy
clean sociable friendly
Friendliness of staff, quiet room,good location
Everything about it! Relaxing and beautiful spa, comfortable spacious room, friendliness and helpfulness of staff. Top marks for everything!
The staff were extremely helpful and friend and the accommodation was lovely. The food was delicious, well presented and just a little bit different.
Excellent staff, very comfy room, spa lovely and relaxing. Restaurant very good but expensive.
Location and quietness Poor attention at checking and reception at the restaurant
Leaving the next morning was the best part of the trip. The hotel was noisy throughout; it smelt of smoke from the door going up the stairs. while I was there other guests were running around the corridors, rattling everyones doors, and knocking at 4am - totally unacceptable - and hotel unable/unwilling to do anything about it.
comfort of bed slight noise by late revlers 4am
clean simple hotel with restaurant exactly accomodation we required no
It was very central for the things we wanted to do in Newcastle I requested a non smoking room, and when we arrived was allocated a smoking one which smelled disgusting!
it was thick with snow when we arrived the two ladies on reception were very busy but still helpful. no menu on as chef was ill but again the two ladies offered to make us sandwiches chips etc. didnt get there names but the two ladies were stars no proper food but again weather was awfull and they did their best
It was quiet and close enough to where we wanted to go.
The area is full of green and fresh yet so close to the motoeway Nothing at all. Its a good value hotel.
Frieldly, obliging and helpful staff.
location no biscuits in room
My husband and I stayed at the Chaise hotel when my son got married at the Roker hotel, the Chais was clean comfortable and the hotel staff/owners were fantastic, breakfast was lovely just what we needed after a full day of party. thanks for your hospitality no complaints brilliant
Nice freindly and relaxing No
The owner of the Chaise was extremely helpful and pleasant.
The welcome was friendly and the bed was very comfortable. I found the shower was a bit tacky, some of the bathroom furniture was coming off the wall and the bedroom and bathroom could have done with redecorating.
Frienly clean family run hotel. good breakfast and helpful staff.
Location on the seafront,Clean and value for money, good breakfast
We have never met such helpful and friendly staff!
everything.location.staff, breakfast ,decor and cleaniness of the guest house overall not just the room. could not fault it. owner was a sundlerland supporter.
Walking along the sea front. Weather was gorgeous for October. I was quite amazed at the quality of this hotel. Our room was brilliant with the most amazing view. John who was there to welcome us was really pleasant and couldn't have been more helpful. The lady who cooked our breakfast and tidied our room was also really pleasant and friendly. Will definitely be going back in the future.
The staff were extremely friendly and helpfull. The rooms were clean, and the breakfast was excellent.
I liked the ease of access to and from the hotel to the A1, the restaurant was clean and tidy and the staff helpfull
the bedroom and the breakfast the bathroom
Location & availablilty of breakfast Would have appreciated better tea-making facilites, No sockets near bed for medical equipment
A standard you can rely on in an area you don't know Very bland and lacking in style or atmosphere
The first night for unknown reasons we were put in an accessible room. The bed was very narrow and bath was for wheelchair bound or very short people. On complaining the next day, the desk person was unaware that the bed in that room was smaller than the other rooms (the supervisor informed her) we were moved to a more comfortable room however the pillows were like concrete blocks.
As I am a retired Quality Assurance Assessor who worked for VisitScotland, I am well aware of requirements and accommodation standards. However what stood out for us was the professional and friendly approach by all the Staff from Restaurant, Reception and in particular the cleaning Staff who always acknowledge us with a cheery smile and a greeting. Probably the cost of Breakfasts. It was not immediately clear to us that a cheaper option was available - i.e. a continental style breakfast. I appreciate that the buffet breakfast style makes this difficult to administer and relies entirely on the honesty of the guests.
Convenient Stay marred by the fact we booked a non smoking room but were placed in a smoking room which was foul.
Lovely breakfast. choice of pillows Staff on reception were not very friendly at all. everyone else was very friendly
Suited my requirements Being told it would be halr an hour before we could have breafast. Fire alarms going off around 4 in the morning due to drunken louts during checkout girl on reception seemed more interested on a group of young men standing around reception
The room was realtively quiet with nice outlook and the breakfast was very good with friendly staff. I thought the room could do with a little updating - carpets etc.
The hotel was in a quiet and beautiful village and was good value for money. The bedroom was cosy and bed was extremely comfortable. I intend to stay again in the future
The beautiful location and building
Relaxed friendly atmosphere
friendly helpful staff - clean and comfortable room representing good value for money the restaurant menu was unpriced so I did not know how much my meal was until I checked out.
Considering the hotel was currently being refurbished I think we should have been told this when we spoke to hotel staff on the phone. We were the only guests there.
Staff very friendly, room comfortable would use again. Na
staff were really nice, very accommodating and helpful, even came to collect me from my room to let me know my meal was ready. Couldnt fault the service or the friendliness.
Staff were very pleasant, and hotel was good value for money.
Good breakfast Lack of organisation
Very friendly, lovely room, breakfast was excellent.