Customer Services

A professional, warm and friendly atmosphere always.

The Staff of the Hotel enjoy their work, they closely relate to customer needs and requirements, and celebrate customer satisfaction. They are an integral part of the Hotel Family, and they very quickly and discretely make guests also feel part of that family.

The tastefully furnished and equipped Bar, the Dining Area, open- plan but with cosy alcoves full of pictures and Mining memorabilia, and the welcoming natural décor of the bedrooms literally give customer’s that re-assuring ‘home-from-home’ feeling.

Stuffiness, impersonality and lack of atmosphere are not on the Hotel’s agenda. Guests immediately feel welcome and comfortable on walking through the door.


The Hotel’s most effective marketing tools are its own staff and facilities, and the growing numbers of repeat guests. A recent comment from one guest is fortunately typical of many, “One minute I was a stranger in a wind-swept car park with rain beating down on me, and the next minute, on entering the Hotel, I was immediately transformed into to a cosseted guest in the home of a friend. I’ll be back soon !”

The Hotel is obviously proud of its 4 Star AA Rating, but it is equally proud of its growing repeat customer record, now consisting of guests and visitors from the whole of the UK and beyond.

Why not treat yourself this year. We’ll certainly welcome you and look after you whether you merely call in for a coffee or a drink or book in as a resident guest .

In the centre of all the main attractions of Newcastle, Sunderland and Durham this is an excellent small hotel. The rooms are immaculate and the restaurant offers a very good choice of meals to suit everyone. The staff are all very friendly and I will definitely be back.


Lovely little hotel spotlessly clean rooms with nice bathroom. The breakfast was great and the resteraunt food was beautiful. We enjoyed every bit of our stay and the staff where very friendly. We will return here if need to go that way again.

Janet B

Stayed here with my daughter, the room was lovely, clean, great shower, breakfast perfect. Had an evening meal and it was delicious, huge portions and tasty. All the staff were helpful and would stay here again without a doubt.

Lainy A

What a great find. The hotel is just off the A1 but you wouldn't know it. No noise to be heard because of the triple glazing. The staff are all very friendly and very accommodating. The rooms are very comfortable and well furnished and spotless. Great walk in shower. The food is fantastic. Huge menu and great selection for breakfast. The hotel is ideally placed for so many tourist attractions. Beamish museum is very close by as are Sunderland, Newcastle and Gateshead. Loads of great places to eat. It's a gem if you are up this way give it a try you won't be disappointed.