We were a couple in our 60s and stayed one night in April 2015. Location is good in the centre of the picturesque town of Hexham with all amenities. Our room 32 was large, recently renovated and very comfortable with a modern spotless bathroom. Some areas of the hotel are more old fashioned but all was acceptable.
Our problem was with the booking. The booking.com website advertised a double room for 2 adults at £87. When we got to the hotel we were annoyed to be told by the acting manager that the price of £87 was for one person in the double room and she required £130 for two people in a double room. We told her we expected a double room to mean two people and this is what we were lead to believe on the booking.com website. This incident upset us and ruined the atmosphere of that afternoon when we visited Hadrian's wall and cast a shadow on our evening.
Next morning the problem was however thankfully sorted out by the hotel owner Linda and we agreed a compromise price of £97. We wish it could have been sorted by the manageress at time of our arrival.
We wrote to booking.com but only got a bland and useless systems generated answer.
We would warn travellers to be very careful when using booking.com for their hotel booking. In this case we also urge the hotel and booking.com to contact each other
to avoid future similar problems.
It is a good hotel and our rating is 4 star for the hotel, but it would be only 1 star for the booking. less