The Jesmond Dene – St Pancras Hotel Group

We've stayed at the Jesmond Dene twice now and we love it so much. It's clean and the location can't be beat. So close to trains and a lot of walkable attractions. The service is amazing, as well. It seems like there's always a crew of people ready to help with whatever you need. We'll be back!

This hotel provided us with a room that is not safe. I stayed at this hotel with two friends, and we had a terrible experience. The first night, we smelled gas in our room, but I didn't notice it due to anosmia. My friends opened the windows to let some fresh air in. I woke up with a headache and nausea. The second night, we switched beds, hoping I would feel better. The third night, the gas smell was stronger, and my friend who slept in my bed started vomiting. We closed the windows to test if the smell was from outside or inside, and the smell was still present. We complained to the front desk but they did nothing to investigate. They offered us another room that only occupies two, no shower, no toilet, and suggested one of us sleep on the floor. I did not want anyone to sleep on the floor, so I remained in the same room with the gas leak. We checked out the next day, and nobody came to check on us or apologize. The hotel lied in their response to my friend's review. They said they investigated the problem immediately, but they didn't. They said the smell was from outside, but it wasn't. They endangered our health and safety. I got sick from the gas exposure and it made my friends nauseous. My partner told me that my laundry smelled toxic after I opened my bag from the trip. Even unused garments had to be thoroughly washed. ______ Reply: Hi General Manager, Thank you for waiting to respond after an entire season. It really shows how much you care about your guests and your "immediate" actions. We were giving first-hand accounts of our experience, why should we remove our reviews when it's the truth? If there was any security footage at all, you would see that none of your staff bothered to come and investigate our room when we asked them to do so. Your staff said he could not leave the reception area, nobody would be awake to come to check the air quality at the time, and he could not escalate the issue because the manager was on holiday. These are the facts. As mentioned in my review, I suffer from anosmia, therefore, I cannot comment on or describe the smell. However, my two roommates could. We did bring it up to the receptionist after the first night but we were told to just close the window, and that was not helpful. The headache I experienced was unlike any other. I felt, weak, dizzy, and nauseous. And my friend threw up several times from this smell. While I agree with you that the cause might be something else aside from plumbing and gas pipes, the situation remains that the air in the room made us all very sick. I suffered the most from this as I was breathing in the air normally, while my roommates were holding their breaths whenever they could from the smell. They could not stand it any longer and moved to that smaller 2-person bedroom despite it not having a working shower and toilet. I was the one who remained in the same room because I was already suffering the worst effects of it and was honestly too weak to move. If you are feeling weak, dizzy, and nauseous, would you not want to just lie down and rest? That was how severe it was for me. You accusing us of wanting a nicer room is appalling and presumptuous! So there you have it fellow reviewers, be warned that if you complain about your room at this establishment, it is not their problem, you are a liar, and you just want a nicer room.