vermont-hotel.com Reviews 51

I would advise caution when booking this hotel. I stayed here in December for a work trip and was required to pay a security deposit, which I was told would be refunded after check-out. However, I later noticed an additional charge had been taken in error.

Despite contacting the hotel multiple times and being assured the issue would be resolved promptly, the refund was repeatedly delayed. Over the course of nearly four months, I made numerous calls and sent several emails, receiving apologies but no action. On my final contact, the response was dismissive and unhelpful.

I ultimately had to raise a dispute with my bank, who recovered the funds on my behalf.

While the room was clean, it felt dated, with maintenance issues such as a faulty bath plug and inconsistent hot water. Breakfast was enjoyable and the on-site staff were friendly, but the post-stay customer service was extremely poor and disappointing.

Customer care is non existent. From every aspect of what is on offer. More so the Above Bar. Absolutely appauling front of house service, especially from the head of FOH who needs a lesson or two in training. This is not someone who should represent your business.

Customer service does not exist.
I paid for afternoon tea for my friends special birthday. I did not book the Prosecco package as I don’t like it but the waitress said it was part of the package so my friend had both glasses and I had a wine. When I went to pay for the wine they charged me for both glasses of Prosecco. I complained and there was an apology and I was told they would refund me for the Prosecco. This was in the 10th December. Since then they have ignored several emails. I have rang 5 times to speak to a manager. I was told the manager has to ring me back as they cannot locate them. And I am still waiting. Absolutely shocking. Everytime I ring I speak to a different member of staff. All they need to do is respond.

I took my friend for afternoon tea in Newcastle and we were looked after by a lovely lady called Sarah. She looked after us brilliantly and helped make the afternoon really special .

Please don't use this hotel for anything my daughter booked a event for the kids hotel cancelled event that was November . Tons off calls and emails now no reply. Seem to like robbing people . Stay away from this place deems common that hotel keeps people's money absolutely disgusting behaviour. Tons of reviews about money . Please don't even think of using this place

This place cannot be trusted with your credit card details. Despite my room being paid for, they took nearly £400 off my card. They did the same to several colleagues. The woman I eventually was able to speak to didn't even apologise when I phoned to get a refund. She just blamed it on an "outage".

It then took more than a month, emails to the CEO, AND my employer threatening not to use the Vermont again, that we eventually got a refund. That's a month I had to find nearly £400 over Christmas to pay for their incompetence.

The breakfast was nice though.

The Vermont hotel Is an old and very grand looking hotel.
You would expect for the number of stars the hotel has been graded, for the standards to be startlingly good.
We found the Service mixed.
There are some lovely staff who are friendly, who are helpful, coupled with clearly Untrained staff, especially in the maven restaurant and the bar.
When that sort of thing happens, It will inevitably lead to conflict and stress, because the customer needs to be put first, as it has always been and should be going forwards.
The cleanliness of the lounge and bar area is average and could certainly be better.
Too many members of the general public use the disabled toilet and this needs to be monitored.
as a disabled woman, I use this toilet regularly and sometimes I cannot gain access because it is engaged and it is often in A below average state.
The hotel rooms themselves appear clean but the standard of cleaning is not meticulous and this needs to be rectified according to the number of stars.
Some staff Appear disinterested or only half interested and not attentive, slumped over desks, unaware of menu contents in terms of both food and drink, poor communication with other staff.
They are unaware of pre arrangements And possesss semi professional to Non Professional communication skills.
We attended more recently for a pre-booked and indeed, prearranged Christmas Dinner, which had an early evening slot.
We cannot fault the politeness of any of the servers , But there was simply not joined up communication between staff.
We also noticed a distinct problem with many of the servers inexperience and obviously lack of training.
Indeed, Another guest had an entire plate of dinner Tipped over her by an inexperienced waitress and was so upset that she did not return to the table.
The uniforms are in general smart.
appearances of staff are semi professional only , In some cases.
Our booking was carefully arranged over several telephone calls by one of our party who went to Great lengths to ensure we received Not only vegetarian options; which are extremely limited and repetitive year in year out, but also to ensure a savoury option for dessert was served for one of us who cannot have sweet items in their diet.
This was arranged with a lady who had apparently been placed in charge of the Christmas restaurant.
Multiple assurances were given that all was well and understood and we could relax on the day.
Unfortunately, on arrival, our table was not set for our meal and when it was, there was no Christmas tablecloth and in fact no tablecloth at all, No Christmas crackers until we requested them, no proper silver service.
We received good reassurance from a lady member of the Bar staff, who we are familiar with from other visits and who we know is particularly good at communicating, that the restaurant would be quiet for us.
This was partly because most of the tables had not been booked.
However, we would have appreciated the Christmas music to have been low in volume as there is a member of our party who has severe sensory issues and this was discussed in the prearrangement.
There was then a mistake made about the fact the meal had been prepaid and also that we had ordered three courses and not two. Again, things that were supposed to have been understood on the prearrangement.
Therefore, our mains were served first and had to be returned to the kitchen because we should have received Starters instead.
This was done however, with minimum fuss by the servers and when we did receive our mains, they had not been reheated as we feared but were all fresh.
Our Starters were however delayed.
The food was average to below average.
The choice in drinks Was good for those consuming alcohol but several of our party choose not to or can’t, and one person cannot Tolerate high sugar in their diet, making the choice of drinks extremely limited and they should not in the case of a hotel.
The overall experience was disappointing and deflating.
Improvements much needed.

This is hands down one of the worst hotels I’ve stayed at and I travel weekly in my work.
Firstly- the hotel takes £50 deposit per night off you and 9 days in I’m still awaiting the release. Furthermore they attempted to take a further £113.62 randomly and fraudulently 3-4 days later on my card. Luckily this was my work card which is pre-paid and it declined.
Customer service has been no help and I expect I’ll need to pay them a visit on my next trip to resolve this.
The rooms are dated, cold, basic and my bath leaked to the room underneath. I had to sit n a towel for 15 mins whilst the guy fixed the leaking pipe. The noise was alap unbearable. I saw the train noise being an issue but I think the Friday night drinking must have drowned that out as that’s all I heard from around 2am until 6. Honestly- don’t book it don’t even be tempted.
Breakfast staff were lovely- 5* to those

Be very careful about staying at the hotel. A £100 deposit was taken which is fine and was told it would be paid back in 14 days. After 14 days I chased and was told was a error and head office would refund 14 days later and still not back contacted booking.com and Vermont and now told it will take another 30 days

The 2.4 score comes as no surprise to me. Very poor bar experience with staff who don't know their own menu, or how to make drinks that are on the menu. Toilets are dirty and staff don't care. Shame as the location and exterior appearance is good. This hotel is very dated and xheap for a reason folks. We will not return.

Just had a 2-night break to celebrate our 59th wedding anniversary, we had a great time the management and staff were very courteous and helpful.
The food was excellent especially the breakfast and we were presented with a plate of cakes when they found out it was our anniversary, we will definitely stay again.

Where do I start… The Vermont hotel have stolen £500 from me without any explanation. Upon check out on 3rd October, I received an invoice stating that I had been charged £250 for damages.

There was no detail or evidence provided by The Vermont hotel and after many emails and calls I got confirmation from the Operations manager (Daniel Burden) on the 7th October that this was an “Accidental Charge” and a refund was authorised.

However, today (10th October) The Vermont hotel has taken a further £250 as opposed to refunding me, now meaning they have taken a total of £500. This hotel has taken no care or responsibility and are constantly putting up blockers to prevent me raising a complaint.

I urge everyone to avoid this incapable institution, joke of a company.

So after talking to the manager about the numerous complaints I had on my 2 day stay they offered me their maximum discount of 50% but it was suggested I write in with my complaint to investigate getting more taken off. My email was completely ignored and when I checked my bank account they've taken the total amount with no discount at all. Do not stay at this place. Seriously lacking in every direction including safety and honesty.

Told, on arrival, at reception that there was a wedding so there would be music and noise until late. Also informed there was no access to the rooftop bar, a usp, because of said wedding. They said “is that okay?” I said what is the alternative? There was no alternative: no discount, no alternative room, nothing! As I’d already paid it was tough!! Such a pity they make so much of the rooftop bar then remove the opportunity, after paying for it.

Mums wedding, absolutely appalling. Bouncer refused ro let me up as I didn't have id for my mums wedding as a bride even though im over the age requirements. Bouncers are awful. Refused to serve us for more than 30+ mins and by the time they came it was another 30 mins after. Bridal suit wasn't as they said. Tiny bathroom, normal box standard room and stuck a big bed in. No sleep absolutely shocking. Food wasn't as said on menue didnt book off the space they said they wood on the rooftop bar. Had half the wedding party separated. Not good do not recommend

Stayed here on 25 may 2025
On check in told by reception staff room 1116 would be very noisy due to being located underneath a nightclub which would continue till 3am in morning
Arriving in room at 9pm found it impossible to stay due to excessive noise pounding all bedroom walls
Returning to reception we asked for alternative room to which we were denied
after nearly two hours of getting no where with receipt staff and extremely tired we requested alternative accommodation or a full refund which was denied and told it was out of their hand
At this point and extremely tired we booked alternative accommodation and left accompanied with complaint letter from reception manager in which it states the room was completely unacceptable
We paid for something which was not fit for purpose and now fighting for a refund
Please avoid this place what a shambles

I’ve stayed in many hotels in Newcastle, but this was by far the best experience. The beds were incredibly comfortable, the staff were friendly and welcoming, and the breakfast offered a perfect variety.. even though I’m not usually a breakfast person. Highly recommended!

I have stayed in many hotels and can honestly say this is the worst ever.

There’s a difference between a rooftop bar and a full blown disco appalling

DO NOT STAY HERE

February 2025
Stayed for my birthday in February 2025. Was great till 2am when the room next door had 3 males .
Smoking cocaine. And the noise was horrific they got asked to leave at 6am.I never had any sleep so complained with no joy. Then contacted head office and got threatened with police for harassment. My friend travelled all the way from Scotland for my birthday. Was a terrible experience 😕

I have stayed at the hotel frequently for business, it is arranged by our travel company and payment details always confirmed in advance - as with any business travel.

I enjoy the hotel, the staff had always been pleasant and the food and breakfast were enjoyable, but it insists on a deposit taken at check in, which means my personal card was scanned, despite payment details being confirmed in advance by the travel company.

My personal card was charged for the entire stay, instead of the card details provided at the time of the booking. I raised it almost immediately and was told that it would be sorted and refunded to me.

I have chased through a number of different channels and am still waiting a couple of weeks later for a not insignificant amount of money to be refunded to me.

Mistakes do occasionally happen, but I am really shocked at the customer service journey in actually trying to resolve this when I use(d) the hotel fairly frequently.

Little/no attempt to escalate this for me to the finance team to return the funds to me or even check that the details are correct etc.

Generic responses from anyone I have tried to speak with to try and get the refund sorted, including "We've sent it off to head office for batch processing, it's not our job to chase up and prioritise this one payment"

Considering some of the other reviews posted, maybe not surprising, but a shame as I had enjoyed staying at the hotel.