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Roker Hotel, BW Premier Collection, Sunderland

4.0/5  - basé sur 201 notations.
Roker Terrace, SR6 9ND, Sunderland, Great Britain - See map

The Roker Hotel, BW Premier Collection® has been a landmark on the stunning North East coastline for decades and offers visits an unparalleled view of the sea. This classic hotel retains its traditional feel but with all the modern comforts, including rooms with state-of-the-art facilities. Guests can enjoy the many facilities including two very different - but equally as stunning - restaurants. Tavistock Italia and Tavistock Thai China which serve the best of Italian and Oriental cuisine. Luigi Khans restaurant is going to be closed on Christmas Day.

BW Premier Collection

Roker Hotel

LABEL_ITINERAIRE

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Hotel advantages

  • Restaurant
    Restaurant
  • Air conditioning
    Air conditioning
  • Cocktail lounge
    Cocktail lounge
  • Free parking
    Free parking
  • 24-hour front desk
    24-hour front desk
  • Game room
    Game room
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Guest reviews

In partnership with tripadvisor fr
Certificate of Excellence 2015
based on 201 guest reviews
NOTE ISSUED
Excellent
85
Very Good
60
Average
28
Poor
17
Terrible
11
REFER TO NOTICE
Business Business
30
Couples Couples
85
Family Family
46
Friends getaway Friends getaway
21
Solo travel Solo travel
7
SUMMARY NOTES
Cleanliness
Location
Rooms
Service
Sleep Quality
Value

"Nice hotel but noisy night Friday."

3
16/09/2018

My wife and I have stopped here before and continue to find location lovely, staff very friendly and courteous. The Italian restaurant being excellent. We were put in room 137 a double room which was clean though small. However, it's location was a long walk up and down stairs facing the car park. All was fine on Friday until around 10-30.pm. Then the sound from the stairwell and adjacent room became very noisy with people arguing and swearing outside our room.. The sound of people repeatedly running and clomping up and down the stairs was intolerable. The noisy chatter and shouting continued. And noise from people at the nightclub and leaving this, began and meant we didn't get a good night sleep until after 2am. Though we love this hotel and location, we don't think we would stay again on a weekend.

"Anniversary "

5
15/09/2018

My husband and I have just returned from our 2nd stay at this lovely hotel. Our first visit was for a friends wedding last year and we enjoyed our stay that much we booked to stay for our wedding anniversary, we can't fault anything the room was beautiful! Well equipped with everything you need, the decor is lovely and everywhere was meticulously clean. Beautiful view from the bar terrace where we enjoyed a few drinks from poetic license bar. Wonderful breakfast menu with plenty of choice. We look forward to our next stay in the near future!

"Top Hotel"

5
15/09/2018

Stopped at the Roker for 2 nights with work. Absolutely brilliant place to stay, very comfortable room, 1st class service from all staff, well stocked bar, tasty bar meals, superb choice for breakfast....... all with sea views!!!!!!! Then downstairs, an excellent Italian restaurant, again superb service and food. I stopped for work, but would definitely stay with the family in the future. Top marks all round.

"Best of Best Western"

5
14/09/2018

Everyone has their own likes and needs so this is my opinion of the Roker Hotel which I say is superb. It's got everything you need and more, masterfully decorated to create an inspiring visit, food and drink was spot on but the absolute highlight and the threads that bind it altogether are the staff, every one of them was a credit to themselves and BW. If we're ever in the North East again i won't even consider anywhere else. Top marks BW.

"Great experience"

5
08/09/2018

This hotel has a great location on the sea front with plenty of free parking. The hotel is beautifully presented and the staff are really friendly. My room was lovely but with the window open the outside air conditioning unit was very noisy, I asked to change, i didn't expect an upgrade just a quiet room but they could only offer a twin in the basement. However the glazing was so good it completely stopped the noise, which was fine. The bar and restaurant are both great with their own gin and excellent food that is good value for money. If I lived in the area I would definitely be a regular. I will recommend this hotel to colleagues in the future.

TavistockHospitality, Manager at Roker Hotel, BW Premier Collection, responded to this review
Hi DJH62, Thank you so much for taking the time to leave such a lovely review. We're so pleased our staff were able to assist with your noise issue, and we're happy to hear your new room was suitable. Thanks for your great review and recommendations! Please come back and see us again soon. Many thanks!

"Can't fault it"

5
06/09/2018

Stayed here twice now, it's a great hotel in a great location, great choice of room service food due to the bar, Italian restaurant and tea room on site. Staff can't do enough for you. I used to stay at Hilton but no more. You can't beat it!

TavistockHospitality, Manager at Roker Hotel, BW Premier Collection, responded to this review
Hi Janine99, Wow what a great review! Thank you so much for taking the time to leave it. We're thrilled to hear you had an enjoyable stay with us and enjoyed your dining experiences from our three eateries on site. Please do come back and see us again soon! Many thanks!

"Wedding anniversary "

5
05/09/2018

Had a very nice stay. Our room had a sea view and was clean and comfortable. We booked a table with our friends in the bar area couldn't fault the food or staff but it did take a while to arrive. Will definitely visit again.

TavistockHospitality, Manager at Roker Hotel, BW Premier Collection, responded to this review
Hi Mark H, Thank you for your very kind review! We're thrilled to hear you had an enjoyable stay with us for such a special occasion. However we are sorry to hear the food took a little while to arrive. Please do come back and see us again soon! Many thanks!

"Bad experience at this hotel."

2
03/09/2018

Visited this hotel lastnight looking forward to a night away with my boyfriend! I rang the hotel directly to book the room a week before hand as I wanted to request the jacuzzi bath seen in some photos! They said that there was a room available and confirmed the booking! When we arrived at the hotel there was just an ordinary bath, so I went down to reception and explained to the woman hoping we would get moved to the room we asked for but to be told that it was only the bridal suites that come with those baths. Which would be fine if we had been told that over the phone when booking! Also I was under the impression that I was paying abit extra for the jacuzzi bath so because we didn't have one I would have expected abit of my money back! As nothing got done about the room we tried to enjoy our night regardless, my boyfriend rang reception to ask for a iron and ironing board as we were going out for a meal. He rang 40/45 minutes before we had to leave and the iron had still not been brought up so he ended up wearing the top he already had on instead of his shirt! Also the WiFi in the room could be abit better as none of our phones would connect to it and the tv in the room kept on disconnecting from it also. Unfortunately a night we were really looking forward to didn't meet our expectations, which is a shame as we have stayed once before this and everything was fine.

TavistockHospitality, Manager at Roker Hotel, BW Premier Collection, responded to this review
Hi niki982018, Thank you for taking the time to leave your feedback. We are really sorry your recent stay with us didn't meet your expectations and we can only apologise for this. Your comments regarding the mix up of rooms and the room service issues have been passed over to our reception and housekeeping team to ensure this does not happen again. Once again we are very sorry! We do hope you'll give us another chance in the future for a more enjoyable stay. Many thanks.

"Lovely "

5
03/09/2018

Lovely visit, gorgeous hotel very different to others we have stayed in design wise and amenities. Really stands out. With a lovely Italian restaurant on site and a pub serving delicious food and great cocktails all reasonably priced. MUST try some of their Poetic Licence gin! All staff friendly, and rooms were immaculate a very well kept hotel. Right in-front of the beach too with a nice outdoor seating area. Will definitely be returning again soon!

"Friends wedding anniversary "

5
02/09/2018

Last time I visited this hotel was a Christmas party about 10 years ago, can't believe it is the same place..amazing transformation. We were a party of 3 couples and our rooms were spotless. The decor is lovely, clean and relaxing. We had sea views, which on a sunny day made it even better for us. The staff were very friendly but professional too. The only downside was the coffee machine in our room had no instructions, and as we don't have one at home it took a while to work out, but we had a laugh over it. Really enjoyed our stay.

"Superb"

5
22/08/2018

A beautiful hotel situated right on the sea front. We received a lovely welcome & We loved the modern decor in our bedroom. Reception offered to help us with our bags which was a nice touch and we definitely would return. Restaurant & Bar have some great offers on with an extensive Gin & Cocktail list. Try the Poetic Gins which are distilled near by. we will return!!

"Business trip - not again"

2
22/08/2018

Stayed here recently on a business trip to the NE. Check in was quick, efficient and professional. I had a standard room which was small but acceptable for one night. Although chilly and wet outside, the room was exceptionally hot and had no way of cooling it down. Noise was an issue with a creaky staircase and loud water pipes. The bathroom was a good standard but the temperature of the water couldn't be controlled and was too hot for me. The hotel and bar has great deco and was kept clean and tidy. My stay was let down by the quality of room.

"Weekend with friends"

4
21/08/2018

Just returned from a fabulous weekend at The Roker Hotel. The hotel is lovely and the breakfast was HUGE! The staff were very friendly and went out of their way to be helpful. The standard rooms are small but nicely decorated but the deluxe rooms are spacious and have lovely sea views. Well worth a visit, we will definitely be returning.

TavistockHospitality, General Manager at Roker Hotel, BW Premier Collection, responded to this review
Hi Lesley B, thank you for your great review! We're so pleased you enjoyed your stay with us and we look forward to seeing you again soon!

"Not a great start but superb service"

4
15/08/2018

Stopped here for a week on business and had booked a standard double, on arrival I was booked in to a cosy double, these are nice rooms but a very small bed, after night 1 I tried the shower and it was not working properly there was no cold pressure so the water was so hot it was scolding. Calling reception they immediately upgraded me to an exclusive room on the top floor, and wow!!! What a beautiful room wonderful shower and incredible view of Roker pier. I track the country and it is reassuring that there are still places that deliver incredible service. Thanks to Charlotte on reception for the incredible service- nothing was too much trouble.

TavistockHospitality, General Manager at Roker Hotel, BW Premier Collection, responded to this review
Hi, thank you for your great review, we are pleased you enjoyed your stay with us at Roker Hotel and we look forward to seeing you again soon!

"Wonderful stay "

5
06/08/2018

I could not leave without saying how wonderful the staff are and how lovely the hotel is. We stayed over night here visiting friends and family on recommendation from a friend. The room was beautifully decorated and with style too, the shower was great just wish my shower at home was as good. I must say the staff make this place as there is nothing to much trouble for them to do for you, from drinks in the bar too dinner in the restaurant all lovely. Breakfast was good with lots of choice and a friendly smile which goes a long way. Look forward to our next visit in a couple of months.

TavistockHospitality, General Manager at Roker Hotel, BW Premier Collection, responded to this review
Hi Hottie73, thank you so much for your great review! We are so pleased you enjoyed your stay with us and we look forward to seeing you again on your next visit! Many thanks.

"Great Hotel, Lovely Atmosphere, Great Rooms, Excellent Food & Location"

5
03/08/2018

Stayed here to watch the Sunderland Airshow VIP style what an amazing service we were provided from the food, to the atmosphere, the drinks, the rooms there was no one bit about the day I wouldn't rate as excellent. Will definitely be returning. Thank you for a great day,

TavistockHospitality, General Manager at Roker Hotel, BW Premier Collection, responded to this review
Hi davinagrice, thank you for your great review! We are pleased you enjoyed your time with us during the Airshow weekend and we look forward to seeing you again soon!

"Sunderland Airshow VIP Style!"

5
02/08/2018

There is simply no better place to watch the Sunderland Airshow than from the Roker Hotel in Seaburn. These people know hospitality like no other and know how to make every single person feel special. I took a table of 10 in the ‘Fly 1st Class' section in the ‘Let there be crumbs' area and my guests were certainly given the 5 star treatment from start to finish. The Poetic License Gin on arrival was poured to perfection and the food we had throughout the day was indeed 1st class! I couldn't fault one element of the day - so much so, I've already booked the same table again for 2019! Trust me on this one - get in quick!

TavistockHospitality, General Manager at Roker Hotel, BW Premier Collection, responded to this review
Hi Blanctete, thank you for your great review! We are so pleased you enjoyed your stay with us during the Airshow weekend! We look forward to seeing you again soon!

"Air Show 2018"

5
31/07/2018

Spent 4 nights 26th -30th July Lovely hotel. Special thanks to all reception staff and Scott, Kelly, Marie and Tony. I'm disabled and my husband is 86 the welcome, friendliness and help they gave us made our stay special. Will return soon.

TavistockHospitality, General Manager at Roker Hotel, BW Premier Collection, responded to this review
Hi, thank you for your great review and we look forward to seeing you again soon!

"Fab time at the airshow"

5
30/07/2018

We always head down to the Roker for the Sunderland airshow and this year didnt disappoint! We paid for the fly first class package at Crumbs and have to say it was worth every penny. Plenty to eat and drink and the best views in the area for the show! Would always recommend for any one looking for a great day at the air show. Until next year!

"Great wedding venu"

5
30/07/2018

Attended a wedding here last week and have to say everything was spot on. All the staff made us feel very welcome, nothing was too much of an ask! Very reasonable drink prices in the bar too, quite rare for a wedding! Rooms were lovely, no complaints at all and would definitely recommend!

"Graduation stay"

4
22/07/2018

Stayed at BW Roker for 2 nights for sons graduation. Small rooms but modern and well presented. Nice restaurant and bar. Free prosecco for the party when ordering food which was a nice bonus. Mix up with payment so double check your confirmation if via booking.com. great sea front hotel. Had nice weather so made it a lovely couple of days by the sea.

"Lovely place to stay"

4
21/07/2018

My only real gripe was trying to find the place! There are small signs on the entrance to the carpark but I missed them twice. I blame the 5 hour drive. The hotel was great/ Staff were pleasant and the room was fine. Free wifi. I would definitely stay again.

"Great place to stay"

4
15/07/2018

We were staying in Roker as I wanted to go to the nearby National Glass Centre and I am very glad we did. The hotel is a busy place, perhaps not the place for a quiet weekend, but lots going on and plenty of customers. The room we had was tucked away in the attic with a good view of the recently restored pier with its lighthouse (which we walked down). Two small gripes: the bath was very slippery and there was no mat and no grab handles; the restuarant stops serving at 9.30 pm and the waitresses should be instructed to ask late diners “if they would like to order a dessert before the kitchen closes”. Plenty of parking round the back, although you need to work out how to get in and then climb a flight of stairs to find the reception.

"Tall ships disappointed"

3
15/07/2018

We bought 4 VIP tickets to view the sail parade on Sat 14th July. We were contacted at lunchtime to inform us that the start was likely to be 2.00pm rather than the arranged time of 4.00pm. We duly arrived at 2.00 which was a massive dash.staff and management were very accommodating and arranged Presecco as advertised. However we had to wait till 4pm for canapés which were more like Tapas and not what was advertised. However the biggest disappointment was our VIP area and viewing platform was totally blocked out by a live radio broadcast marquee. Loud music, no commentary from the Tall Ships staff as it was drowned out by 80.s music. Such a shame our Tall Ships experience was in our view spoilt by confused timings, terrible viewing, and an area that did not in any way resemble VIP area other than access only. Not one our better days at Poetic Licence.

"A fine stay"

3
12/07/2018

I stayed at the Roker for one night while in Sunderland on business and I have to confess that I didn't spend that much time at the hotel. I arrived late to check in and was impressed with the friendly nature of the staff. Getting to the room was a bit of a maze and I don't remember being directed to any lifts so those that struggle with mobility might want to request a lower floor room. When entering the room I was pleasantly surprised with the nautical theme decor - it certainly is different - as well as the sea view. There were a few negative things that I also noticed: a) The floor wasn't flat - i.e. when sleeping it felt like my feet were above my head. I noticed that if you didn't lock the wardrobe doors they would swing open. b) Don't remember any plug sockets near the bedside tables c) A couple of big spider webs The room and the bathroom were of a decent size and on the whole were quite clean. I was pleasantly surprised with the quality and variety of the breakfast in the morning but only realised that hot breakfast was an option when leaving for the office (there was a sign and I wasn't informed by the staff in the morning). I would be fairly comfortable with staying at the Roker again as the room was on the whole comfortable and breakfast was decent!

"Graduation!"

4
09/07/2018

Our eldest son was at Sunderland university from 2014-2017. (he only had his Graduation Ceremony this year because he was at Camp America last year.) We have stayed at this hotel sooo many times that it feels like coming home. Great location, great food & great atmosphere.

TavistockHospitality, Manager at Roker Hotel, BW Premier Collection, responded to this review
Hi Suzanne B, thank you so much for such a kind review! We're thrilled to hear you enjoyed your son's graduation and your stay with us and we look forward to seeing you again soon! Many thanks.

"Christening "

5
09/07/2018

Came down from Scotland for my grandaughters christening which was in roker hotel.we came day earlier and staff very friendly and nothing was a problem to them.bedrooms really nice and had sea view.food good will stay in here again.

TavistockHospitality, Manager at Roker Hotel, BW Premier Collection, responded to this review
Hi Ticgirl1888, Thank you so much for your kind review! We are thrilled to hear you enjoyed such a special occasion with us and we look forward to seeing you again soon. Many thanks! Steph

"Stayed the weekend for a Wedding"

4
09/07/2018

My wife and I travelled from Northern Ireland on the Friday and were staying here purely because a friend of ours was having their wedding reception there on the Saturday. We arrived at about dinner time and checked in straight away. First impressions were great, excellent location (having never been to Sunderland before we didn't really know what to expect) hotel is clean and well presented. Our room was up two flights of stairs, way along the corridor then down 3 flights which was a little quirky but only later that night would we realise that this was great as the noise from the bar is very loud in the rooms above it. We were far enough from the bar that we didn't hear it. The room was a little small but had everything you would need and expect. The only gripe I would have is the lack of air conditioning throughout, it was unseasonably hot during the wedding and everyone was boiling, and as our room was in the ground floor we couldn't leave the window open. All in all it was a very good stay, and I would definitely return. A little gem of a hotel in a smashing area of England.

TavistockHospitality, Manager at Roker Hotel, BW Premier Collection, responded to this review
Hi William A, Thank you so much for your kind review! We are so pleased you enjoyed your stay with us, and we are thrilled to hear you enjoyed your first visit to sunny Sunderland! As for the temperature of the rooms, this is something we are trying to combat due to the abnormally warm weather here in the North East of England. Although we love the sun it can get quite warm in our rooms, and we fully understand this is not ideal for our quests. However we very much appreciate you taking the time to leave your feedback, and we hope to see you again soon! Many thanks, Roker Hotel Management

"Outstanding !! Jolly good time !!"

5
02/07/2018

We arrived at the hotel and we were immediately greated at the reception with a very warm welcome and smiles. The reception area was set out lovely, the corridors were clean and had a lovely bouncy new carpet, and stair case was a gorgeous feature. Our room was absolutely beautiful, the decoration was well thought out . The room was very spacious, extremely clean and very welcoming. Comfortable bed, huge wardrobe, great mood lighting for night time. Absolutely fantastic light in centre of room . The bathroom was brill too! Spacious shower, and even more spacious bath tub! Long enough if you are tall like me, I could lie down (never been known before without being cramped) we had a beautiful meal in the restaurant and the cocktails were fab! Will definitely be back. Fabulous views from our room, absolutely amazing!!

TavistockHospitality, Management Team at Roker Hotel, BW Premier Collection, responded to this review
Dear Q7053NGclaired, Thank you for your great review, we are glad you enjoyed our hotel, restaurant and bar. We look forward to seeing you again in the near future Best wishes, Management Team

"Gorgeous Rooms & Friendly Staff"

5
02/07/2018

Love the rooms here, they're so beautiful and fresh. Plenty of drinks to choose from and a delicious menu. The staff are all really friendly - I look forward to staying here again! There's a few lovely places to go for walks close-by.

TavistockHospitality, Management Team at Roker Hotel, BW Premier Collection, responded to this review
Dear Victoria, Thank you for your great review. We are pleased to hear you enjoyed your stay with us and our choice of food & drink. We look forward to seeing you soon. Best wishes, Management Team

"Tale of two rooms"

2
28/06/2018

When we arrived at hotel we told receptionist that we had extended our stay by a night we had called hotel to explain this and was assured that we would be staying in the same room. Was informed at check in that this couldn't happen and that we would be moved to a smaller room although the booking was for the same size of room. The first room 115 is shocking to say the least the window handle is broken the view onto pipes and wire netting.The furniture has broken handles,door has a gap out to hallway,the duvet cover was ripped.We decided after asking at reception for another room to be told they couldn't move us they were fully booked to go for dinner in poetic licence after waiting an hour the food was inedible and burnt there was no problem with returning it but went to bed hungry after having travelled all day. We had decided to leave early but on the off chance asked to speak to duty manager Leoni she was an absolute star we showed her the pics which she apologised moved us immediately to a beautiful room whilst making sure we had complimentary coffee whilst this was organised.She then booked a table in the Italian for that evening where the food was beautiful and staff lovely .The hotel should not be letting these inferior rooms out it could have ruined our short break as it was 5*to your duty manager she is a credit to your hotel

TavistockHospitality, General Manager at Roker Hotel, BW Premier Collection, responded to this review
Dear JamesGTill Thank you for your review of the Roker hotel, I am sorry that you had some issues with the hotel, we have taken your feedback onboard and will hopefully rectify the situation for future guests, I have passed on your kind words to leoni who I am happy she dealt with your complaint Kind regards Craig

"Beware noise from the bar"

3
27/06/2018

We checked in on a Fri night and loud music from the bar below was intolerable. At midnight my husband called reception and was told it goes on til 1am on a Fri and Sat and til 10.30 on a Sun. We insisted on being moved or our money back. (They take full payment on arrival). Next morning the manager who I must say was very nice, upgraded us to a sea view room for our remaining 2 nights, away from the noise. Beware room 112 and its neighbours, right above the bar. Breakfast was included and was nice and hotel was fine.

TavistockHospitality, General Manager at Roker Hotel, BW Premier Collection, responded to this review
Dear Linda L Thank you for your review of the Roker hotel, I am sorry about the noise but am happy that our Duty Manager in the morning was able to rectify your compliant. We look forward to seeing you again in the near future Kind regards Craig

"Mixed feelings!"

4
23/06/2018

Beware sat nav taking you to car park at rear of hotel. Lots of steps to lug up luggage. Much easier from car park in front on sea road. We were sent up to a very bizarre sea view bedroom, very odd decor and furnishings. We had paid for a suite but I wouldn't call it a suite. Bed seemed to slope head downhill, tea in wardrobe and no drawers large enough to store clothes. However( apart from very dirty window sill)room and bathroom clean. Very good meal in Poetic License restaurant. Excellent staff. Then to bed and the real problem. We were above the bar and music pounded out till after midnight. If it had been possible I would have gone home! It really was that bad. We were asked to pay up front for our five nights and at that point I would have given up on the money! Next morning my concerned son contacted the general manager and Robert the manager was very helpful and he had his staff move us to the other end of the hotel. Lovely room, sea view and a settee to sit on. Whole area spotless. Still no chest of Drawers! No more disturbed nights. Breakfast each day very good and both restaurants very good, especially Italian kitchen. All staff most helpful. Didn't like roofed area in front as full of cigarette ends in morning. Too smoky to use in evening. I thought it was illegal to smoke in covered areas attached to the building. Staff helpful after we left and laptop and folder left on car roof were lost. Our fault and we were very grateful for their efforts to help. So avoid room 144 and if you get 121 enjoy it, we did. We enjoyed our time in this quirky hotel after the first night and would be happy to return to room 121 one day!

TavistockHospitality, General Manager at Roker Hotel, BW Premier Collection, responded to this review
Dear Jill A Thank you for your review of the Roker hotel, I am sorry that you encounted some noise but glad that Robert was on hand to assist. we look forward to seeing you again in the near future Kind regards Craig

"Lovely hotel"

5
20/06/2018

I have stayed in the Roker hotel from the 18th to the 20th Feb 2017. My son and I were greeted by a friendly member of staff and we were quickly checked in. My sister used to work there so we were shown to our room by her. She told us that we had one of the newer suites... Which was lovely, clean and warm when we arrived. There are a couple of places on walls where paint could be touched up but that's just what I noticed. I would never judge a place for something like that unless it was to the extreme. We were never bothered during our visit which is what I like. Even though the hotel has a bar we didn't feel like it was too loud for our visit. We could hear the music but it wasn't on late... Midnight or just after. There wasn't a lot of noise from other guests either. The check out was smooth too even though there was a little confusion... Apparently I'd already been checked out... Don't know how... But it didn't cause any problems. I didn't sample any food this time but I will definitely be staying here again. Hopefully the next time I visit it will be with my whole family... My husband and my daughter as well as my son... So I will get to view a family room too. Thank you to the Roker staff for looking after us x

"Afternoon tea."

4
19/06/2018

Afternoon tea is sensibly priced at 2 for £20. The selection of food was the usual standard....selection of finger sandwiches, cakes and scones. Only two comments. The food was delicious and nicely presented with the exception of the cheese scones...that were lacking in the taste of cheese and extremely dry. We did pass our comment on to the waitress. We had to prompt the waitress to clear the table which was a small table for four and because we all had afternoon tea it was rather crowded...in her favour it might have been that we hadnt managed to eat everything! All in all a pleasant lunchtime and a favourable afternoon tea.

"Great location "

5
19/06/2018

Stayed at the hotel with my wife and we enjoyed our stay is a close walk to bars and restaurants in Seaburn, the hotel has a great restaurant and bar area with unique beers and cocktails, think it's mostly a fair price and the breakfast was great we didn't have a room with a view and was at back but was priced accordingly so can't complain it was modern and had everything you needed

"Nice restaurant but not so nice hotel"

2
16/06/2018

On arrival to the hotel it was quite confusing to actually find the reception as the satnav had taken us to the rear carpark however staff were helpful in directing us and the lady that booked us in was very friendly and welcoming. Our room was on the ground floor but this hotel is a bit of a maze and we had to go upstairs, then back down two flights of quite steep stairs to reach our room. Reaching our room we found it to be small but nice however once we settled in we found insects in the bath. The kettle and drinks tray was in the wardrobe with no electricity sockets so we had to move it to the bedside table. We visited the Italian restaurant in the hotel which I couldn't speak highly enough of. Beautiful food, great price and the staff were so friendly and helpful. We ordered a gin and a cocktail with our food which was pricey but tasted beautiful. Returning to our room we could hear quite a bit of noise from the people in the bar, however this was no where near as bad as the noise we could hear when passing the rooms above it, I woul have hated to be in them. The room has a smart TV however the wireless internet in the hotel is absolutely shocking on the ground floor so we couldn't use the catch up TV facilities which was disappointing. We also had no signal on our phones whilst staying at the hotel which could be a problem for some people. We didn't sleep very well at all as the bed was really small (definitely not a standard double) and we could feel the bed springs in parts of the mattress resulting in back pain the following day. When checking out the man on reception took our key but did not ask how our stay had been or anything. We wouldn't stay again.

"rooms too warm"

2
13/06/2018

The room allocated was at the rear of the hotel & was unbearably hot, no fans supplied limited opening of the windows, I noticed all rear facing rooms, had all windows opened to max. The temperature of the room was heated by internal pipework as the radiators where off.

"Very good quality hotel which seems under-staffed"

4
10/06/2018

My title came about because there were eventually 3 bar staff to serve finally relieving the queue at the bar. More importantly I have to say that I d never seen so many uncollected glasses and dishes on the tables outside. That said this hotel is a bargain for its uniqueness and staff friendliness. The interior is quite different to a lot of hotels in that it's quaint in a modern way. The exterior has a terrace at the front, overlooking the sea, along with an enclosed, heated extension in case it's windy or cold. I had a classic burger in the bar which was standard price for hotel food but it was very tasty, and along with the chips and salad made it a reall enjoyable meal. Quite a selection of drinks in the bar too. Parking is free and ample so I d think yourself unlucky to not be able to find a space. Unfortunately I had a room at the rear overlooking the side street but no complaints with the price I paid as the room was comfortable and clean.

"NOISY!!"

3
10/06/2018

Hotel in a great location on the coast road just opposite the sea. Room was small but well decorated, however, out of my window I had a depressing view of air vents, a roof and what apppeared to be the bin area. Much too hot - no air conditioning. No fan. Couldn't open windows due to cooking smells coming up from air vents. Tea tray and kettle located inside wardrobe (weird) making it difficult to hang up my long clothes properly. Lots of unnecessary scatter cushions on bed, one covered in long blonde hairs which made me wonder whether the covers are changed after every guest. Bath and shower both good, with a large shelving unit in bathroom. As mentioned by previous reviewers, this hotel is ridiculously noisy! Loud music blasted into my room until 1.05am on both nights of my stay! I rang reception on the first night at 12.30am and asked when the music was going to stop, I was told it would be stopping in twenty minutes (it didn't). I also requested a pair of earplugs, and I was told they didn't have any. Come on Roker Hotel - surely in a place with consistent noise and complaints about the noise, a supply of earplugs for guests isn't a big ask??!! Upon checking out I encountered a guest at reception making a complaint (I must say quite a justified one). The two young receptionists just stared at the customer blankly and in silence - no word of apology offered and no record of the complaint logged.

"What is the purpose of a hotel? Obviously not to sleep!"

1
09/06/2018

The hotel is lovely for decor and the quirky style of this was lovely. Great location and great view. Everything fine so far. I came as I was getting up early the next day to cycle all day. So far so good. There is no mention at check in or when booking ad to the nature of this place. Having been out for dinner I got back at 10pm so tried to go to bed at 10:30pm. I thought this was reasonable considering I'd paid over £130 for one night bed and breakfast. Alas this was a foolish assumption and the loud music that was pumping almost directly into my room kept me awake. I called reception to ask when this would stop and they said they'd see what they could do but said they doubts they'd be able to anything and music would continue to 12:30-1am. They said they'd put a note on my file. Unfortunately the pumping music of entirely their own making pumped continually into my room 116 until just gone 1am. I was then kept awake by my amoourous neighbours for another 20 minutes. On check out there was no mention to my file notes so I mentioned that the level of noise was completely unacceptable for a hotel, and when paying over £130 for one night this is even more unacceptable. I was then told it was unavoidable the building is a terrace and they have a bar. I explained I have stayed in many hotels around the world and some have had bars also but they were sound proofed to allow their guests to actually sleep - which surely is the purpose of the hotel room. I advised they do not advise about the noise I was told nobody does. They then offered me a discount so I ended up getting a £60 refund. A travel lodge etc would have offered more. Sound proof rooms are possible and this level of noise is disgusting for a hotel especially until 1am. The way the complaints was dealt with as much as made me feel I was being unrealistic to expect a good night's sleep from a hotel room. I have seen the generic response from the manager to other complaints so don't expect any useful reply. I'd avoid this place at all costs!

"2 day stay"

3
29/05/2018

Room was fine with a sea view. Car park at rear of hotel - quite a few stairs to get into the hotel from the car park. Receptionist advised that this was the way to get from the car park. When I asked if we'd have to carry the cases up that way she said that we would. Not too impressed as we'd struggles to find the place as it is not well signed. As we got to the top of the stairs a man came and took my case and showed us to the lift. This is a busy hotel and we couldn't get food there at night without a 40 minute wait. It is very noisy but this didn't carry to the room .Had a sandwich and tea there one afternoon. Tea arrived fairly quickly but the sandwich took about and hour! Only had toast for breakfast - cooked food looked unappetising - not cooked enough for me. Had a spa bath - when the jets were turned on some weird brown things appeared and floated on the water. Got out quickly. Told receptionist who said it was probably because it hadn't been used recently. She did say she would send someone to the room but as we were checking out I said not to bother for me but to check it out. Towels and dressing gowns were good.

"Recommended "

4
29/05/2018

Lovely hotel, very comfortable! Food was amazing with a great variety of meals on offer Evan for a very particular eater! Great location close to several amenities. Recommend this hotel to anyone looking

"Thumping music"

3
29/05/2018

I expected to hear music in the evening due to the place having a bar , but I didn't expect to hear it playing before 8:30 in the morning The room was ok , but there was a drain smell in en suite , our stay was ok but was only one night wouldn't have wanted to stay longer Had a meal in the bar , I had a delicious meat and ale pie unfortunately the veg was cold and the mash was far from creamy as described on menu , the dessert wasn't nice either

"Great stay for business or pleasure"

5
24/05/2018

I stayed at The Roker Hotel for 2 weeks whilst on a training course and would highly recommend the hotel for business or pleasure, with it's lovely location right on the seafront. The staff were very helpful and polite throughout my stay, my rooms were comfortable and modern and the food was always tasty. The only small recommendations I would have are slightly more thorough cleaning of the ensuite bathrooms and serving apples/bananas at breakfast for those who may need to eat on the go. Thank you for a lovely stay!

"Brilliant stay"

5
24/05/2018

Fantastic stay at the Roker hotel, really nice facilities. Room with a sea view and great comfortable bed. Breakfast was ok but staff were excellent. Would recommend staying - must try there Gin from there bar, distillery on site which was a nice feature

"Wedding Anniversary 40th "

4
20/05/2018

We came here for our 40th wedding anniversary. The staff were lovley. The food in Poetic Licence was fantastic . Breakfast was better on day 2 than the first day . I had an issue with spring sticking up in the very badly stained matress which I reported to staff and was advised house keeping would be made aware . Apart from the bed the place is lovley and such nice frendly staff. . I've never been to a hotel that keeps the kettle plugged in inside the wardrobe along with the tea , coffee and mugs , found that very odd . So I moved them out and hung my clothes up . A little disappointed. But couldn't fault the friendly staff . The room was quiet .

TavistockHospitality, General Manager at Roker Hotel, BW Premier Collection, responded to this review
Dear Jane M Thank you for your review of Roker Hotel, we have taken your feedback on board and relayed it to our team We look forward to seeing you again in the near future Kind regards Craig

"Staying here for MS Charity function."

1
20/05/2018

Will never stay again travelling from 5am got to hotel booked a Superiour Executive Suite room 145 with triple sized bed lovely room until tried to get some sleep before the MS function started and realised we were above the front entrance door which was being opened and slammed shut everytime someone entered the hotel, couldn't sleep with all the banging. Complained to staff which changed our room to another Superiour Executive half the size with a double bed broken and a wardrobe that when you opened it, it hit the bed, smaller bath room and none of the accessories like telescope and stylish lamp or trucks but charged the same price. Again 5am woken by drunk people getting in banging and talking outside our bedroom door then 8am more banging and talking outside the door then 9.30 could hear them vomitting while we were still in our bed. Wouldn't recommend.

TavistockHospitality, General Manager at Roker Hotel, BW Premier Collection, responded to this review
DearJennifer L Thank you for your review of Roker Hotel, we have taken your feedback on board and relayed it to our team. Our Front of House Manager Robert was working the following morning and was on hand to deal with any issues and wish our guests a safe journey. We look forward to seeing you again in the near future Kind regards Craig

"A big let down"

2
16/05/2018

Stayed here recently for one night and would have to say it's not worth the money, the bar and the reception areas are great, fab decor and a good atmosphere! Cocktails again were great and reasonably priced however that's where it ends. The bedroom was small, dark and insanely hot! The “double” bed was incredibly uncomfortable and more like a large single! The room was so small that the bed was pushed up against the wall so you could only get in it from the bottom if you were sleeping on the window side. Radiator also right next to the bed on the window side with a big pipe sticking out from next to the bed just above your head! The bathroom was fine, no complaints about that and the overall cleanliness of the room was of a good standard. The noise into the early hours was horrendous, I fully appreciate that there's not much the hotel can do about that if they're going to provide entertainment (a DJ in this case) but if you're looking for a quiet relaxing night this is not the place for you! The breakfast was again shockingly bad, especially when it is priced at £10pp extra! Cold food in half empty serving trays, no eggs at all, a few scraps of bacon and some cold slimy mushrooms! This was at 9 o clock so not at the end of the breakfast serving! Would definitely recommend the bar for a drink but if your looking to stay over I'd recommend somewhere else.

TavistockHospitality, General Manager at Roker Hotel, BW Premier Collection, responded to this review
Dear Amy M Thank you for your review of Roker Hotel, we have taken your feedback on board and relayed it to our team. I am sorry breakfast did not live up to our normal standards We look forward to seeing you again in the near future Kind regards Craig

"This was going to be a five star"

3
12/05/2018

The room and location of the hotel was great directly opposite the beach and the room was great with the little touches here and there that made it different i.e. the sweets, working telescope or the coffee machine I would definitely had recommended for a visit. However.... considering I paid over £130 for the "better" room the noise from downstairs is ridiculous, I understand it's a bar but this is shocking we can hear everything being shouted and the music being played, definitely raising a complaint about this...

"Disappointed"

3
12/05/2018

A real let down, rooms very small, double bed very compact and steps down to bathroom. No access one side of the bed due to lack of space. Nice decor only thing going for it. Rooms not easily accessible due to layout lots of small stairs,fire doors, not easy with luggage Food in evening good but ended going to Tesco's for breakfast as they finish serving at 9am. No local maps, local literature not for holiday makers

"Mrs"

4
09/05/2018

Stayed here for a week , very good staff hard working pleasant friendly & helpful . Room clean but a little too warm especially the bed quilts . Breakfast was especially good excellent choice . On site eateries . Area good for walking & bus stop outside so good connections to Sunderland with onwards via Metro & rail if required , sit back relax & enjoy the local scenery . Roker pier view from breakfast room . Thank you for our very pleasant time with you Jamsand

"quirky hotel"

5
30/04/2018

Lovely hotel, nicely decorated with friendly staff. stayed in a normal double sized room with quirky decor, view wasn't great but we only paid about £50 including breakfast so can't complain. Lovely Italian restaurant (Italian farmhouse) and cocktail bar (poetic license) attached to the hotel we visited both of these during our stay for food and drinks breakfast in the leg there be crumbs was beautiful full English cooked to order and a variety of teas, coffee, pastries, fresh fruit salad and continental meats and cheeses to choose from best breakfast I've had in a hotel for a long time :-) only downside is the noise from the poetic license bar underneath our room as it's open til 1am we are a young couple so didn't mind too much but may put other guests off also a lot of noise from other guests in the corridors didn't ruin our stay tho and we will definitely be back but probably will upgrade to one of the sea view executive suites as these look lovely in th photos

"Romantic"

5
30/04/2018

A lovely night away , room spotless , staff couldn't do enough , very reasonably priced room , drinks and food perfect will return. Great value and had a absolutely fantastic time which I'm very happy about

"Attention to Detail"

4
20/04/2018

Nice Hotel with everything you need on site Coffee Shop/Tea Room, Great Bar, Italian Restaurant. The boxed in hot water pipe in our room (103) made the heat unbearable. There was also several long silver fish in the bathroom. The covered terrace is a great addition being a smoker however the heaters on one side don't work. The decking needs a power wash. The windows need a clean and I don't think the tables outside ever got a wipe down. As the heat was unbearable in the room, I decided at 10.30pm to go down to the bar for a drink. I got chatting to some local people outside on the terrace. At Midnight a guy from reception came out and asked if any of us were staying at the hotel to which I replied yes. He asked the non-residents to leave and for me to make my way back up to my room so they could clean the area?!?!?! I've never been ordered back to my room by a hotel before. Overall it's a nice hotel with a great bar and I would return IF they had a working fan in every room. We did request a fan and got a working one on the 3rd attempt but that one had a screw in place of where the speed button was meant to be.

"great location, good food, but rooms too warm"

4
20/04/2018

Lovely spot on the sea front, and bus stop just outside too. Tried the Italian and the bar for food, both good, and their own gin rage was a bonus! Rooms are nicely decorated, but just too warm, and cant open the window more than 15 cm which didn't help. it wasn't a warm night, only 10 degrees, but +20 in the room easily, never even got into the bed, and sleep was intermittent due to the heat. Shame as otherwise all of my party enjoyed our mid week stay here.

TavistockHospitality, General Manager at Roker Hotel, BW Premier Collection, responded to this review
Hi diz23, thank you for getting in touch with your feedback from your recent visit to Roker Hotel. We're sorry to hear your room was too warm but pleased you thought it was nicely decorated. Please be assured we do value our customer comments, both positive and negative and do our best to make improvements based on feedback. We hope to see you back again soon!

"Pleased to leave a day early"

2
04/04/2018

I read the reviews which raised my expections for this visit, we usually stay in the Marriott Hotel but it was fully booked. Placed in to room 122 which didn't look bad, although there was no Tassimo or Roker Rock as in previous reviews, the view was roof tops and the fire escape and apparently we were unable to upgrade to a sea view room. The bed nearest to the wardrobe had the most uncomfortable mattress I have ever lay on so needless to say I hardly slept a wink especially with the heat, although I'd switched the bedroom radiator off and opened the window. The next morning my partner told me he had used the bathroom through the night and a load of silver fish bugs were there ugh!! I informed reception twice during our stay, no mention of moving us. As I had only seen 1 small one in the bath it didn't overly concern me although I wasn't happy about it until the morning we left and I saw a massive one with legs UGH!!! The 2nd morning of our stay my partner decided to have breakfast in the hotel,most of the continental wasn't there and he had to wait over 35 minutes for his cooked English breakfast. At 5.45 that evening we wanted a meal in the bar/restaurant and managed to find a table that was reserved from 7.45 (2 hours later) when we tried to sit down we were told we couldn't and the earliest meal we could have was 9.30??? The only good part of this hotel for hotel guests is the Italian Farmhouse where the service and food is second to none. The hotel bar was really busy nearly all of the time so there was nowhere to just sit and relax as there isn't anywhere in the reception area.

TavistockHospitality, General Manager at Roker Hotel, BW Premier Collection, responded to this review
Dear Gilldon Thank you for your feedback, I am sorry you didn't enjoy your stay at the Roker Hotel. We have taken your comments on board and have fed this back to the team Kind regards Craig

"Very impressed."

5
27/03/2018

I'm staying here on business and so far I'm very impressed, the staff are very friendly and extremely helpful. Excellent atmosphere in the hotel and everything is clean and tidy. The room is well equipped and very clean. Will definitely stay again.

TavistockHospitality, General Manager at Roker Hotel, BW Premier Collection, responded to this review
Dear Neil C Many thanks for your great review of the Roker hotel I am happy you have enjoyed your stay with us and look forward to seeing you again in the near future Kind regards Craig

"30th celebration"

5
21/03/2018

My friends and family had arranged afternoon tea on 17th march for my 30th birthday. It was delicious! Waitress was very nice and advised us on best offers as thete were 7 of us. We stayed for the night too, the rooms were dab cert clean and spacious. The beds are so comfy. We are in the Italian Farmhouse too which again was great with a fab waiter who was very attentive. I would definitely come back to eat and stay

TavistockHospitality, General Manager at Roker Hotel, BW Premier Collection, responded to this review
Hi Laura H, thank you for leaving us feedback from your recent visit to the Roker Hotel. We're glad to hear you thought our afternoon tea was delicious and that you were pleased with the cleanliness and comfort of our rooms. We hope to see you back again soon!

"Afternoon tea"

5
19/03/2018

We had afternoon tea on Saturday 17th March. This was for my daughters 30th birthday . Their was 7 of us. The waitress was very helpful, she advised us that they had a special on. It was £20 for 2 people as their was only 7 of us it still worked out better to get 4 cake stands which we did. The scones, sandwichs and cakes were very good. We had some cakes left and they even give us cake boxes to take them home for our better half's. Only one bad point the room we were in was cold, we noticed that the other part of the room had a blow space heater. Only bad thing. Didn't spoil our afternoon I would certainly go back again.

TavistockHospitality, General Manager at Roker Hotel, BW Premier Collection, responded to this review
Hi Edith H, thank you for leaving us feedback from your recent visit to the Roker Hotel. We're glad to hear you enjoyed your afternoon tea. However, we are sorry to hear the room was cold. We hope to see you back again soon!

"Return To The Roker"

3
15/03/2018

I have been using the Roker for years although we had not visited for awhile. The relatively recent refurbishments have improved the place although it does show its age in places (my wife commented that she felt as though she had spent the night on a camp bed - it was a late booking). The room and bathroom were clean and well maintained. Try to avoid a room above the ballroom/function area as this can be very noisy, certainly at weekends. The car park can be a bit of a nightmare to park in during busy periods, not helped by the sloping surfaces in places.That's part of it's charm as an old established hotel on the Roker seafront. There is a good sheltered glass conservatory area at the front of the hotel with heaters, this provides super views of the sea and is smoker friendly. The staff were generally friendly and helpful, breakfast was hearty and reasonable value.

TavistockHospitality, General Manager at Roker Hotel, BW Premier Collection, responded to this review
Hi BucksLad186338, thank you for getting in touch with your feedback from your recent visit to the Roker Hotel. We're pleased the staff were friendly and that you enjoyed your breakfast. However, we are sorry to hear about the noise. Please be assured we do value our customer comments, both positive and negative and do our best to make improvements based on feedback. We hope to see you back again soon!

"Craft beer and gin event"

2
10/03/2018

I was really excited to attend this event being a lover of the poetic license gin. Sadly this was a huge let down. The event was held in the large ballroom no atmosphere and only 2 gin stalls! You had to buy vouchers to purchase a gin which turned out to be more expensive than if you bought a gin in poetic license. The stalls were poorly organised no tasting and did not have 3 of the gins we asked for. Compared very poorly to an event I attended in Newcastle last year. The advertising of the event was very misleading and I still don't know what the ‘so much more' was supposed to be. I complained directly to the venue and even the response was very poor advising this was the first event of its kind. This is not the case they have ran gin events previously. We left early cold and very disappointed must try harder and take customer complaints seriously.

"Restaurant disappointing"

1
10/03/2018

Steer clear of the Nachos. The meat was dried up the cheese rubbery and whilst I ate it- it was rotten. To add insult to injury the waitress never bright back the change. She obviously needed it more than me. Won't be back.

"Lovely hotel, great staff"

4
05/03/2018

Stayed at the Roker Hotel for 1 night whilst working in the area, the hotel from the outside looks a little tired but as soon as you walk through the front door it's completely different. The hotel has a lovely welcoming reception area and the rooms are lovely albeit quite quirky with a nautical theme. Breakfast is a selection of fruits, pastries and cold meats with a wide selection of hot food cooked to order, the full English breakfast was fantastic. Evening meals are served in a choice of 2 bars or restaurants one Italian and one with a variety of options from burgers and steaks to a selection of kebabs and traditional pub food such as scampi or gammon. The hotel overlooks the sea front but my room 112 looked onto a yard. My only gripe was the room was way too warm, even with the radiator turned off and the windows open it was too warm for me

TavistockHospitality, General Manager at Roker Hotel, BW Premier Collection, responded to this review
Hi johnmil7, thank you for leaving us feedback from your recent visit to the Roker Hotel. We're glad to hear you enjoyed your breakfast and the theme of our rooms. We hope to see you back again soon!

"food excellent,pleasant staff"

3
01/03/2018

our first room117 had no cold water pressure so we could not have a shower. We got moved to room 115 lovely room great shower got into bed and lo and behold the thump thump of the entertainment all we could hear was the bass banging away until after midnight .The next night was the same I have just got over a serious illness so was so looking to my stay. The hotel itself is great we were just unlucky

"I spy with my big brass telescope................"

4
25/02/2018

The devil is always in the detail. And a lot of thought had gone into the detail of the design and refurbishment of the hotel rooms and public areas. Very 2018 and trendy. Although it was a shame that the blinds in front of the window in front of the big brass telescope in the seafront bedroom couldn't be moved out of the way so that you could see more than the inside of the blind.. The room allocated to me was an upgrade (quiet night?) and faced front. It was spacious, comfortable, in immaculate condition and very much of the moment. But the space could have been used better. With my laptop on the desk/dressing table I had to use the luggage rack to eat my room service from. Good job that there wasn't two of us in the room. And no spare socket to plug anything into without unplugging lights. So stylish but not very practical. On the bed was a home produce broadsheet newspaper that was in fact the "guest information". Brilliant idea. I read it cover to cover. 10/10 for whoever came up with that. From that I deduced that I could have any item from either restaurant during normal hours served in my room for a £5 tray charge, Fair enough. Unfortunately though the food failed to live up to the promises on the menu and the order I had given. Fair play the duty manager refunded the full meal without question and organised me some complimentary sandwiches. Breakfast was extremely good value, service was prompt, courteous and very friendly. There was more than enough that was good about The Roker to offset the room practicality issues and I'll trust that the gastronomic lapse was not typical so if I was in the area I would stay again.

"Lovely overnight stay"

4
18/02/2018

Booked the hotel as a last minute option and booked a small double room for a really good price. The room was at the front of the hotel with s great view of the sea. The room was small but perfectly adequate with a lovely comfy bed. We are in the Italian Farmhouse downstairs , my husband had a pizza which you can watch them making , food was very good , 3 courses with wine for less than £50. There is also a lovely coffee shop ‘let there be crumbs' in the hotel and food is also served in the bar area. The gin bar was also really popular on the Friday night .our view from the room is attached , not bad for £42 per night ??

"Valentines treat"

4
17/02/2018

Stayed here last night..hotel is beautiful.room 130 defo must have been an upgrade to what i paid.stunning! Had a meal in the restaurant,the meal was terrible.no taste at all.tried to sit back in the bar after and there were no seats so retired to room early.shame as there is a lot of space for more chairs.breakfast was ok apart from hubbys very slimy poached egg.we ve had a lot better when we ve stayed a few times previous.top quality hotel...shame about the food!

"Great views over the sea"

4
05/02/2018

A nice hotel with a great bar that serves locally distilled gin, Poetic Licence. The breakfast was good but the on site Italian was more like a School Canteen and the tables were sticky. Generally the staff were very professional and friendly. The rooms are well equipped but a little cluttered. Wi-fi was slow but free. Our coffee machine did not work but we were given a replacement kettle. Good value hotel with nice views over the sea and free car parking.

TavistockHospitality, General Manager at Roker Hotel, BW Premier Collection, responded to this review
Dear Alan F Thank you for your review of the hotel, I am happy that you enjoyed your stay and found the staff to be professional and friendly. We have a new manager at the Italian Farmhouse who is looking after standards and will ensure that this is an area that is looked into Kind regards Craig

"2 nights in a location inexpected for sunderland"

4
03/02/2018

the hotel is very well situated. taking the breakfast with view on the sea and the light house is a plus point as well as the fact that it is accessible by feet to the town center. The staffs are really helpful and nice. Several restaurants on the same site which is also practical. the hotel is beautifully decorated. Only inconvenient is the noise, Really not well insolated. really good for the price

TavistockHospitality, General Manager at Roker Hotel, BW Premier Collection, responded to this review
Dear Joelle M Thank you for your review of the Roker hotel, I am very happy that you enjoyed your stay with us and that you gave us such a great score - I am sorry about the noise Kind regards Craig

"Seaside Hotel."

4
29/01/2018

Got a great deal- £40-00 per room "bed and breakfast". Saturday night until Sunday morning. Booked 2 rooms. - Got room 105 (Brilliant) and 112- both very good standard decor/ amenities. 105- No problems.-different corridor to my room number- 112-This corridor is near/ over the bar/ discotheque. (Did not know this when unpacking) On return to the hotel about 11pm ish , the bar area, and disco noisy and had guests from the afternoon reception there. In the room (and presumably all rooms on "our corridor" ) vibrating with the noise from down stairs. At about 00-20hrs I telephoned Reception, and asked if the volume could be turned down? and what time did the "disco" finish?. The noise was turned down slightly (result) but still loud. At 01-00am the disco finished. Did sleep afterwards, but there was still footfall in the corridor as folk where heading for their rooms on our corridor.In most hotels "calls are logged", time and request? Breakfast excellent. I would have not booked if I had known a wedding reception was taking place, and my room was over/near the bar disco area. On check out the receptionist acknowledged our "keys being handed in, and that the 2 rooms we had used where vacant". Was not asked about our stay, so packed the car, and left. It could have been an excellent stay......but the noise, and lack of a good nights sleep let our stay down.

TavistockHospitality, General Manager at Roker Hotel, BW Premier Collection, responded to this review
Dear edwardtate Thank you for your review of the Roker Hotel, I am sorry about the noise that you have experienced and can only apologies for this. I am glad that breakfast was enjoyable Kind regards Craig

"Beside the seaside - lots of great little additions"

4
19/01/2018

Seaside location with views of Roker pier and lighthouse. Free on-site parking at the front and rear of the building. Inexpensive twin room with free wi-fi and lots of little extras, such as Roker Hotel rock, notepad and pencil, complimentary toiletries and the novel and informative Roker Reporter. Nautical themed room, clean and comfortable. Booked through Best Western, but appears to be independently owned and run. Breakfast included continental buffet and hot dishes cooked to order. Disappointingly Eggs Royale weren't on the menu, despite featuring in the ‘Roker Reporter'. Note breakfast is served until 9am, after which everything was cleared away. We sat down at 8.30, by which time juice and pastries were almost all gone. We enjoyed the Smart TV, loved the option to loan a bike for free from reception, and enjoyed eating in the hotel's Italian restaurant (see separate review). Disliked the noise of music from the breakfast room below which started at 7am and housekeeping staff shouting to each other outside our room. Not great for guests who need to sleep later into the day. Still a good hotel which we wouldn't hesitate to book again. If this review was helpful, please be kind enough to click the button below.

TavistockHospitality, General Manager at Roker Hotel, BW Premier Collection, responded to this review
Dear Rob K Thank you for your kind review of the Roker hotel, I am glad that you enjoyed the bedrooms and the small novelties. The Roker Hotel is Best Western Premier Collection so its part of the Best western family but independently owned and operated. We hope to see you again in the near future Kind regards Craig

"A week stay for work"

5
10/01/2018

Thought an odd sea frontage building , then inside .wow very classy and boutique. Staff very presentable and plesent. Room was more basic than expected, usual refinements. Had a sea front view..sun rise at 4am was lovely. Food varied choice , relatively quick dependant on time.But very good. Breakfast lay out was splendid , such choice , cooked was to order so freshly done. Over looking the lighthouse , nice for a evening walk out there after a beer or two. Definitely go back again . Would recommend. Can be lively on a hot evening..Great atmosphere.

TavistockHospitality, General Manager at Roker Hotel, BW Premier Collection, responded to this review
Dear Peter S Thank you for your great review of the Roker Hotel, we look forward to seeing you again in the near future. I am glad you enjoyed our views as we do Kind regards Craig

"Recent visit! "

5
08/01/2018

I had a very pleasant stay here recently with my partner, rooms were great and very clean and ready on the check in time given, staff were very friendly and always there to help with a smile! Definitely return again!

TavistockHospitality, General Manager at Roker Hotel, BW Premier Collection, responded to this review
Dear shaunnewbrook1989 Thank you for your great review of the hotel. We look forward to seeing you again in the near future Kind regards Craig

"Recent stay"

5
08/01/2018

Recently attended the hotel for a wedding and could not fault the staff for making it a special day for our family. The rooms we had were all fantastic and very clean and to a high standard, not to mention at an excellent rate. It was really was a first class service from start to finish and I would highly recommend the hotel for a wedding or function.

TavistockHospitality, General Manager at Roker Hotel, BW Premier Collection, responded to this review
Dear adamsmith0105802 Thank you for your great review of the hotel. We look forward to seeing you again in the near future Kind regards Craig

"NYE"

4
07/01/2018

We went to the NYE party in Let There Be Crumbs and we also stayed over. The food was great quality and really tasty! The venue for the party was lovely but at times a bit mismatch. We had eaten our starter and main course then a singer came on. I can't criticise her voice, but when you've had 2 hours of upbeat music you end up feeling slightly depressed listening to slowed down, boring renditions of popular songs. We ended up going to the Poetic License Bar until the disco started in Let There Be Crumbs. The bedroom we had was small but comfortable enough, we slept well. Breakfast was tasty but very small portions. Although there were plenty of pastries to pick from, the cooked breakfast was on the minimal side. The lady on the desk didn't ask how our stay was when we checked out. Although we had nothing to complain about (other than no hot water on the evening or next morning for a shower!) I found this odd and slightly rude. I would stay here again but unlikely that I would attend a party night again.

TavistockHospitality, General Manager at Roker Hotel, BW Premier Collection, responded to this review
Dear Bex47 Thank you for your review of the Roker hotel, we have taken your comments on board and hopefully will see you again in the near future Kind regards Craig

"Quirky hotel"

4
04/01/2018

Quirky hotel with boutique rooms, the rooms are quirky with a beach theme, the only problem was it was very noisy due to an event going on downstairs however this wouldn't stop me from staying again, the restaurant and bar are lovely and perfect as they have an excellent gin selection from their inhouse distillery

"Boxing Day stay"

4
04/01/2018

Just a quick overnight stay at the roker, was a good stay apart for a bit noisy (expected) outside. Comfy Bed and a great Breakfast were the highlights. Also make sure you get a bottle of Gin to go home with !!!

"Room access & heating"

2
02/01/2018

Arranged a room with a cot for 1 year old baby. Then had to climb up 2 flights of stairs then down 4 flights of stairs to get to the room. Could not control heating - so had to leave ground floor window open all night.

"Family wedding and accomodation"

5
01/01/2018

Attended a family wedding 30/12/2017. Refurbishment is excellent and drinks choices were great. Function suite was a very good size and accompanying bar moderately well stocked. The staff were quick, polite, and were managed by an excellent supervisor who I regrettably didn't get an opportunity to thank for her fantastic work. Our room was clean and had a boutique nautical feel (furniture and peripheral items). From a practical perspective the bed was comfortable, bathroom spotless and well stocked snack basket and coffee machine. Wonderful view of the pier. Somewhat pricey at £150 full price (We had a 10% discount for wedding) but would consider staying again as a treat.

"Standard room small - Bridal suite AMAZING!!"

4
01/01/2018

Myself and partner visited the Roker hotel on 29 December 2017 as we were attending a wedding there the following day. I had booked a standard room and initially there were going to be 3 of us, but my 2 year old was not very well so she stayed at home. It was as well as the standard room would not be able to accommodate a travel cot. I was quite surprised just how small the standard rooms were, yet the en suite bathrooms were very spacious. Didn't make much sense. We checked in at 8.45 pm and as I was not happy with the standard room I asked for an upgrade, and as it was late the receptionist gave us the bridal suite for an extra £30. The bridal suite was amazing!! I would most certainly recommend upgrading. We were told that food would be served in the bar until 9.30 pm but much to our disappointment the bar staff said that last orders are taken for food at 9.15 pm which was when we arrived at the bar. I explained that the receptionist had said we could get food up until 9.30 pm but they informed us the kitchen was closed. Very disappointing as we had to then go back out in the car driving around to find somewhere to eat which was the last thing we wanted after a 4 hour journey up to Sunderland. Breakfast was good, and staff at reception, and breakfast were very attentive.

"Anniversary"

4
28/12/2017

We recently stayed at the roker hotel for our anniversary and it was lovely. Staff were friendly and.the themed room was lovely with a great sea view! We were a little disappointed by breakfast as.it was really busy and there was one staff member on and barely any food at the buffet left but overall the stay was pleasant and.we had a nice time.

"excellant night"

5
28/12/2017

really impressed will definitely stay again but next time in the summer as it was freezing outside haha room service was a bit shabby & security was ushering people out before bar actually closed the Italian restaurant was amazing, very good service & the food was lovely & at a very good price, highly recommend eating there as hotel restaurant was closed which was dissapointing but Italian more than made up for it very enjoyable stay overall.

"Fuming"

1
28/12/2017

Me and my family have been coming to the roker hotel for a boxing day meal for almost 15 years now. We pre-ordered our meals in the poetic license restaurant but still waited an hour and a half for any food to show. We had to ask for our starters after the first hour passed and made it clear we weren't happy about the wait. The manager offered us 2 free rounds of drinks ' as long as it wasn't grey goose' he said. The waitress then came over and said soft drinks only, so we carried on ordering our usual drinks anyway and ignored this offer. When the starters eventually arrived, they were barely warm enough to eat and were served separately so i ended up eating on my own. I wasn't told what the soup of the day was so didn't even know what I was eating, but I ended up leaving most of it as it was Luke warm. Once our mains arrived after nearly 2 hours, they were barely warm too. It was the first thing we all noticed. My children were looking forward to their meals but said they were cold so left them. I ordered pulled pork but it was more like cubed pork, my mother ordered salmon and king prawn kebab, but there were no prawns on it. She was then given a bowl of prawns separately after she had left her food as it was cold and dry she said. My husband's burger was burnt then microwaved so was very tough. Again we made our feelings clear, but not once did the manager apologise or try to rectify this. We noticed him approaching other tables when other people were complaining of exactly the same issues as us ie. Cold food, bland etc and told them they didn't have to pay, however he seemed to avoid us and just hung around the bar area. We decided to our kids disappointment, not to have our desserts as we didn't have the time to wait any longer as we were supposed to be meeting up with long distance relatives after our meal. We asked for the bill 3 times within another half hour of waiting for it, and when it arrived it wasn't even our bill. At this point there was no way I was waiting any longer so I put on my coat and approached the manager, to voice my opinion on the service received, he said nothing was his fault as he hadn't received our emailed order, to which I replied, it wasn't my fault either but order or no order, you shouldn't wait almost 2 hours for a meal, then a further half hour for the bill, it's not as if the restaurant was busy at all, and their were plenty of waiting staff, who were all doing their best. Clearly the problem lies with the chef and very poor management who couldn't have cared less, and who's attitude was very poor. I told him I wasn't paying and was leaving as I wasn't prepared to wait any longer, however my family were told to only pay half of someone else's bill. When i got home my long distance relatives had left to go home so I didn't get to see them, so thanks roker hotel for totally ruining my day. I have now changed my whole perception of the roker hotel which was my wedding venue, and will no longer recommend. A simple apology would have made all the difference. I was leaving. However my family were informed we could have our meal for 50% off. It wasn't even worth that. However my family paid half of someone else's bill then we left.

"Poor Restaraunt "

2
27/12/2017

Stayed twice in late December. First night ordered food. 1 of the items was not what we ordered. Chicken lollipops were ordered and instead they sent two tiny chicken wings the size of a thumbnail. when i questioned the waitress she said thats all we have. Still charged me the full price. I tried to explain but the young waitress just couldnt help at all. Very poor service and customer care.

"Great stay"

5
22/12/2017

I stayed at the Roker Hotel from19-21 December for my daughter's 50th birthday. The staff were excellent and very friendly and the service was very quick. The food was good in the Poetic Licence on both occasions we dined there. The room was clean and comfortable, I will certainly stay here when I come back to Sunderland. Thank you.

"New Year's Eve function in Ballroom"

3
21/12/2017

Attended with family members - wife, brother, son and daughter-in-law one year. Had adequate if somewhat rushed formal meal - staff were wanting to attend their own festivities. Access difficult - need to negotiate several flights of stairs via front door, or one steep staircase at rear, albeit fitted with chairlift. Ambience only average at best, for prices charged. Went for dinner only, so can't comment on other hotel amenities.

"Thoroughly enjoyable"

5
20/12/2017

We needed a bed for just one night whilst visiting family but will definitely return for a longer stay. This hotel was perfect for our needs, a beautiful building with spectacular views, amazing attentive staff, and food to write home about. We will be back.

"Wedding day waste of money"

1
20/12/2017

We booked the let there be crumbs venue for our wedding evening reception after falling in love with the place and being promised everything in the glossy brochure, first of all our guests had the most amazing time however they would have had the same experience with better service at the local social club, as bride and groom everything was a shambles the level of service is disgusting, the “temporary” staff are hopeless, the wedding planners have no interest once you pay a deposit in fact the wedding planning is a joke, don't expect your room to be ready when you arrive, expect to be told and any guests you arrange rooms for that you have to pay for the room again, expect to be told to move when your welcoming your guests as your in the way, in fact don't expect any service, one last point don't offer any feedback as it will be your fault or the fault of the temp staff that they magically cannot find to to ask Save your money and hire anywhere else but this place

"Brilliant stay"

5
14/12/2017

Fantastic stay at the Roker hotel, really nice facilities. Room with a sea view and comfortable bed. Breakfast was ok but staff were excellent. Would recommend staying - must try there Gin from there bar, distillery on site which was a nice feature

TavistockHospitality, General Manager at Roker Hotel, BW Premier Collection, responded to this review
Dear Hayley247 Many thanks for your kind review of the Roker hotel, I am delighted that you enjoyed the Gin and also our comfortable beds Kind regards Craig

"Fantastic weekend away"

5
12/12/2017

This is our second visit here and again we weren't disappointed. we had a very relaxing and enjoyable weekend and would recommend anyone to come here, the views are lovely. Overlooking the sea is great and there are plenty of free parking. We stayed in room 145 and next time we come i will be re booking this room, there was plenty of space, clean. The room was cleaned while we where out on the Saturday. Fresh towels and top up of biscuits. Robes and slippers were offered also which was a great addition. One slight niggle was there wasn't a full length mirror. The atmosphere in the hotel in warm and welcoming with very friendly staff. There were Christmas parties all weekend and even though there was slight noise, it is Christmas so was to be expected. Again the breakfast is plentiful and really tasty. We had full English both days with as much continental, tea, coffee and toast as you want so you don't leave feeling hungry. A short journey into town and you have the best of both worlds, busy or quiet. What more could you ask for. Will def be returning again.

TavistockHospitality, General Manager at Roker Hotel, BW Premier Collection, responded to this review
Dear Andrea B Many thanks for your great review of the Roker Hotel, I an delighted that you enjoyed our facilities, I am sorry about the full length mirror but we do have a 8ft by 6ft mirror on the first floor corridor for future reference. We look forward to seeing you again in the near future Kind regards Craig

"Xmas party "

4
04/12/2017

Had a very good night at the Christmas party. Food very good considering how many people they ha£ to serve at once.. the bloke singing as “buble” “olly” and “garybarlow” was dissapointing.. just a straightforward disco would have been better... Rooms were lovely but hot!!!

TavistockHospitality, General Manager at Roker Hotel, responded to this review
Dear Kaz1521 Many thanks for your review of the Roker hotel, I am glad you enjoyed your party night but sorry the entertainment was a garrytastary - We hope to see you again in the near future. Kind regards Craig

"Short Break"

4
04/12/2017

Friendly welcoming hotel on the sea front at Sunderland. Food in the bar and the Italian restaurant down stairs very good. Room comfortable with a good bathroom. We enjoyed our short stay and may well return. Don't leave without trying the Gin distilled on the premises.

TavistockHospitality, General Manager at Roker Hotel, responded to this review
Dear David W Thank you for your great review of the Roker Hotel, We look forward to seeing you again in the near future. I am glad that you enjoyed your gin which is a regional favourite Kind regards Craig

"Fantastic!"

5
27/11/2017

Myself and my partner stayed here the night of our wedding. Absolutely fantastic! the rooms are beautiful, clean and spacious. The staff are extremely friendly. I was greeted by a lovely lady on the reception desk (Denise) and she was an absolute gem. She provided us with all the information we needed, nothing was a problem and she went out of her way to ensure our stay was memorable. I would recommend this hotel to anyone.

TavistockHospitality, General Manager at Roker Hotel, responded to this review
Dear Natalie H Many thanks for your great review of the Roker Hotel, I am delighted that you enjoyed your stay and have given Denise a special Mention - i will make sure she is made aware. We look forward to seeing you again in the near future Kind regards Craig

"Very Happy Friendly comfortable hotel"

5
22/11/2017

My family were travelling North to visit family and decided to book in the Roker Hotel, I'm so glad we did. The rooms were very comfortable, clean and spacious. We dined in the Italian Restaurant and weren't disappointed. We were made to feel very welcome throughout our stay, the staff were very friendly and nothing was too much trouble. We will definitely stay here again and would defo recommend.

TavistockHospitality, General Manager at Roker Hotel, responded to this review
Dear Marie A Thank you for your feedback of the Roker hotel, I am very happy that you enjoyed the Italian restaurant and would be welcome back again Hopefully see you again in the near future Kind regards Craig

"Very Nice Hotel"

4
21/11/2017

We stayed here one weekend in November and really enjoyed it. Staff are very friendly and helpful and the food is superb. The bar area did get very busy on a Saturday night and they could have done with more bar staff being available. The only "problem" really was that everywhere was too warm. We found it quite difficult to sleep without the window being open but then we had traffic noise. Don't let this put you off though. Its is a very nice hotel with superb views of the beach and Roker Pier and we would stay here again

TavistockHospitality, General Manager at Roker Hotel, responded to this review
Dear Wanderer505 Many Thanks for your review of the Roker hotel, I am delighted that you enjoyed the hotel, apologies for the heat. With the size of the hotel we do find it hard to manage Kind regards Craig

"Lovely hotel to stay"

5
16/11/2017

My husband and I decided to stay at the Roker Hotel for one night on our journey to visit friends. Upon arrival we were pleased that we had booked a room with a sea view it was lovely also the room was of a higher standard that we thought it would be. From the moment we arrived the staff were excellent nothing was too much trouble. We decided to have our evening meal in the Italian Restaurant we were not disappointed the choice of food and presentation and taste were excellent. We were also pleased with the breakfast in the morning on the whole our short visit was excellent. We would definitely stay here again.

TavistockHospitality, General Manager at Roker Hotel, responded to this review
Dear dianaseahouses Many thank you for your great review of the Roker Hotel, I am very glad that you enjoyed the Italian restaurant and that your experience was to a great standard. We look forward to seeing you again in the near future. Kind regards Craig

"Genuine caring staff"

4
12/11/2017

I unexpectedly found myself travelling solo for my visit - supporting a family member at the Great North Run. This was my first visit to the area/north east & having heard about the famously friendly people I experienced this first hand, during check in etc. I was genuinely cared for in the bar & resturant areas, first impressions & all that. I was fortunate enough to be able to find parking space at the front of the hotel. Breakfast & coffee shop first class. Other hotels could learn a lot from the coffee shop most impressed. I hope to return.

TavistockHospitality, General Manager at Roker Hotel, responded to this review
Dear english_audrey Many thanks for your great review of the Roker Hotel, I am happy you enjoyed our Breakfast and Coffee shop - We take great pride in let there be Crumbs. We hope to see you again in the near future. Kind regards Craig

"Giving praise where it is definitely due"

5
09/11/2017

First time customers at the Roker hotel, Farmhouse Italian restaurant. The service was excellent and the staff particularly friendly and helpful. The meals we had were very reasonably priced, promptly served, presentation very good and the food was to die for. It was an anniversary celebration and it was wonderful and yes I am sure we will be back. Thank you

TavistockHospitality, General Manager at Roker Hotel, responded to this review
Dear Bryan W Many thanks you for your kind review of the Italian farmhouse, we are glad you have enjoyed your night with us and look forward to seeing you again in the near future Kind regards Craig

"Bit of a disappointment "

3
30/10/2017

Arrived Saturday for an overnight stay. Our room was at what I think is the furthermost part of the hotel, a right trek; up and down stairs, like a maze. Shower was broken and the noise from the room upstairs was ridiculous. Could hear everything going on, creaky floorboards, drawers opening, water running. Was just expecting a bit more. On the plus, it has Poetic Licence bar

TavistockHospitality, General Manager at Roker Hotel, responded to this review
Dear ClareHayward Thank you for your review of the Roker Hotel, I am sorry about he noise that you experienced whilst on your visit to the hotel. I am grateful for your feedback as we can use this for future guests. I am happy that you enjoyed the Poetic License Bar Kind regards

"Drinks, Dinner & Overnight Stay"

3
22/10/2017

Outdoor 'smoking' terrace at front of the hotel is perfect, the heaters work a treat & we had a very enjoyable afternoon sampling the extensive cocktail menu! Dinner in the Italian restaurant downstairs was delicious. However, the room was a bit of a let down.. looked like it had just bn decorated but very poorly finished indeed. Plus it was very dark... I'm glad I didn't have to get ready in there before going out fr the afternoon. The bed seemed comfortable although I didn't sleep well at all as the room was sooo warm. We decided not to go down fr breakfast the next morning but before we could make tea & coffee in the room we had to take our all of our clothes out of the wardrobe & lie them over a chair because the kettle is fixed in the bottom of the wardrobe & our clothes were in the way... silly idea. Hotel is great fr drinks & food but the room didn't meet our expectations

TavistockHospitality, General Manager at Roker Hotel, responded to this review
Dear Mandy S Thank you for your review of the Roker Hotel, I am sorry that the bedrooms were not up to your expectations. I am glad however that you enjoyed the Poetic License bar and also the Italian restaurant Kind regards

"Disappointing!"

2
22/10/2017

Stayed here overnight for a family wedding. On arrival the hotel looked great, lovely bar and the check in staff were very helpful. The wedding itself was fantastic but next time I wouldn't stay over. In between the service we quickly took our bags to the room, our first quick impression was a strange smell and that the room was very small and dark. We joined the wedding again and didn't get back to our room till midnight. Upon getting into bed we noticed the pillow case was a yellow colour compared to the other white ones. The room was really hot and could of done with sound proofing. The toilet cistern was constantly running water which we could hear all night long and there was quite a lot of tiny flies in the bathroom itself, the shower head was to heavy for the stand so I had to hold it to get a shower. Breakfast again was not the best but the staff were helpful when I had to tell them the apple juice dispenser was leaving black floaters in my glass. We got this room at a discounted price of £85 which I felt was not great value for money, I would of been really disappointed had I of had to pay full price! Such a shame as this was a fab wedding venue and the staff were again quite helpful and location is spot on

TavistockHospitality, General Manager at Roker Hotel, responded to this review
Dear A trip Advisor Member Thank you for your review of the Roker Hotel, I am sorry that the room was not to your satisfaction - we pride ourselves on cleanliness and have asked for the Housekeeping department to look into the issues that you found on your recent stay. I am thankful of the comments and we can use these so hopefully future guests can avoid these issues. I am happy that you enjoyed the venue for the wedding and enjoyed our Poetic License Bar Kind regards

"Business Lunch"

5
20/10/2017

Went to a business lunch meeting at the Roker Hotel and can honestly say I was seriously impressed by the quality of the food. Monkfish tail in a Thermidor sauce was absolutely superb and the tastiest best quality plate of food I have had in a long time. We ate from a limited menu but everyone said how impressed they were with their meals also. I would definately return on the back of the meal I'd eaten and totally recommend. The decor and furnishings were excellent and an amazing view out to the sea.

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi Travelingjohn123, thank you for leaving us feedback from your recent visit to Roker Hotel. We're glad to hear such lovely feedback and we hope to see you back again soon!

"Weekend away"

4
15/10/2017

Came here with my family for the weekend, the woman behind reception was very nice and talkative, which made a good 1st impression. Checked in and the rooms were ideal size, clean, spacious & well decorated. The bathroom was nice & big (even had a bath). The bed was comfy. The bar area was really nice & had a good atmosphere about it, later in the evening after 7 it's turns into a lively bar for the locals. Food was ok. Had the pie, just being fussy now it's wasn't as rich or crumbly as I hoped but was still nice.. Overall it was a lovely hotel with amazing views would defiantly stay again

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi Perrycj, thank you for leaving us feedback from your recent visit to Roker Hotel. We're glad to hear such lovely feedback and we hope to see you back again soon!

"Friendly, convenient beach hotel"

5
13/10/2017

Overlooking Roker Beach, a short walk from the university and Sunderland centre, this hotel is one of the best. Reasonably priced with lovely views from the front rooms, a great selection of gins and real ales and a good bar food range. The outside area overlooks the sea with heaters if it is a little chilly. Room 131 is perfectly adequate with no view and priced to suite, room 143 is spacious with great sea views.

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi jim w w, thank you for leaving us feedback from your recent visit to Roker Hotel. We're glad to hear such lovely feedback and we hope to see you back again soon!

"A gem in the North East"

5
11/10/2017

This was a.break sourced and booked for us. Although not particularly inspiring when we arrived late in the evening this hotel proved to be an excellent stay. The room was stunning with quirky touches such as a telescope and search light. The bed was huge and there was a mammoth bathroom with two person Jacuzzi bath as well as a shower. There was also a small dressing room for storing luggage. In room there was a splendid coffee making machine and the window seat was great for taking in the sea views that were fantastic. We didn't use the hotel for breakfast but we had meals in the Italian restaurant and bar areas. These were both excellent and good value. Service was top notch. The hotel has a "distillery" and an extensive range of gins to sample. There are good drinks deals and generally this a great hotel to sit in the sun eating and drinking. A great location to explore the North East coast - new to us. The beach across the road was as good as anything I have experienced overseas recently; I can thoroughly recommend this hotel an would suggest the room upgrade is well worth it to make the stay that little more special.

"Too hot to sleep"

3
08/10/2017

Room felt very claustrophobic, not the small size and dark decor and furniture did not help, however spotlessly clean and comfortable bed. No noise disruption as some people have had. Breakfast very good, in house restaurant, the Italian farmhouse was excellent and the coffee shop /patisserie also really good

"The menu?????"

3
07/10/2017

Spent a couple of nights here, booked a sea view room which was huge with a large bath room with lovely fluffy towels and bathrobes. It was also very clean. Only thing was instead of a kettle and tea/coffee sachets we had a coffee making machine, which when we eventually got it working made the most disgusting cup of tea we had ever had. So if we ever come again Roker, kettle and tea bags please. We went done to breakfast on the first morning and were given a choice of tables by the waitress, who then said I'll get you the menu (Note singular). This arrived a moment later and we gave her our order, my wife not wanting everything on the cooked breakfast gave what items she wanted. Then it arrived, a short time later some of the items on my wife's plate had been doubled up, 2 fried eggs, double tomatoes double fried bread. When she commented on this the waitress said the chef didn't think there looked much on the plate (which was the idea of the order in the first place} it appears what you have to have 1000 calories for a breakfast and if you don't order some item they make up with others. Apart from not wanting all the food, it is a financial waste to the company reducing profits etc. Oh yes The Menu was then removed from our table and given to another diner (Perhaps if you didn't double up on food you could afford more menus!!!!!)Meals taken in the Italian and Poets restaurants were fine. Beer a bit expensive to my mind.

"Friendly Hotel ByThe Sea"

3
02/10/2017

The staff at this Hotel are kind, friendly and helpful. The Hotel is extremely busy and noisy at weekends. The bedrooms are clean and have everything you may need. The breakfast was included in the price and was poor. The scrambled eggs were cold, hard and horrible. The sausages and bacon in the same large serving dish and were not nice.

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi Heather P, thank you for getting in touch with your feedback from your recent visit to Roker Hotel. We're sorry to hear you didn't enjoy your breakfast. Please be assured we do value our customer comments, both positive and negative and do our best to make improvements based on feedback. We hope to see you back again soon.

"LOUD!!!! "

2
02/10/2017

We stayed over for one night in September at the Roker unexpectedly as we had booked a room at the Beach Lodge but found it was being renovated on arrival so instead we had been allocated a room in the Roker. First impressions were good! it was busy and nicely decorated and had its own bar and restaurant. The issue we had was that there was a wedding reception on and our room was located directly above the function room and the music was booming! It stayed that way until after midnight despite several complaints ( It literally sounded like the dj was at the end of the bed!) Reading other reviews this is obviously a known issue and that room should never be let whilst a function is on. The staff weren't overly helpful and never asked anything about the stay when checking out. We managed to get a small refund thanks to Best Westerns team getting involved. I definitely won't be staying here again and I wouldn't recommend anyone looking for a decent nights sleep does either.

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi Android17, thank you for getting in touch with your feedback from your recent visit to Roker Hotel. We're sorry to hear this. Please be assured we do value our customer comments, both positive and negative and do our best to make improvements based on feedback.

"Shocking"

1
02/10/2017

Stayed here for one night along with friends. Granted we got a half price stay voucher through our local radio station but i still had high expectations seeing as the rooms have been 'done out'. Check in was fine, no problems until we got to our room - no 123. Tiny dark room with the smallest 'double' bed ever, really bad smell in the bathroom so had to keep the window open, light fittings were thick of dust, cobwebs on the windows, dirty silicone around the bath, small tv on the wall which wasnt even central with the bed, the view from the window was terrible - there was a fire escape which meant we didnt dare leave the window open seeing as there was direct access from the back lane below. This made the room red hot through the night.The plumbing system throughout the place needs looking at as everytime time another room flushed the chain it sounded like a steam train was going through our room which kept us awake ! Tea & coffee facilities in the room but were in the wardbrobe so the kettle could only be turned on in the actual wardrobe ! Crazy .. Had the worst sleep ever. Breakfast was included so we went for this, offered tea, coffee etc & the usual continental stuff along with a few choices so we opted for the full english. Bacon was really fatty & had a grease taste to it, fried bread was also too greasy, sausage didnt look cooked, black pudding was luke warm & wasnt fresh, fried egg had no runny yolk, beans were dried up, hash browns were really greasy but the 1 mushroom was fine ! Practically left the lot. Checked out ok, but nobody asked me how our stay was. This was our first & last time here. Really disappointed .. The Italian restaurant downstairs was fab though & was the lad who served our drinks in Poetic Licence.

"Terrible night's sleep"

1
26/09/2017

Firstly let me say that we have stayed here before midweek and we were very pleased. We returned this week on a Saturday and booked a "Superior Room", which as others have said, are very comfortable with brilliant sea views. The problem with this stay was the fact that the superior room was immediately over the bar - on a Saturday night they play music (very loud music) until after midnight. An indication may be that we had the TV turned up to 40 (12 was the level we could hear in the afternoon). Even at this high level the music was very obtrusive. As an icing on the cake thing, the WIFI was unusably slow also - no WIFI range extenders were available. We complained to Reception on Sunday morning and they gave us a 50% rebate on the room, however a rare opportunity for the two of us to escape to a hotel was ruined and I would not risk staying at the hotel again.

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi Martin H, thank you for getting in touch with your feedback from your recent visit. We're sorry to hear about the noise. Please be assured we do value our customer comments, both positive and negative and do our best to make improvements based on feedback.

"Lovely Boutique Hotel"

4
24/09/2017

Comfy room. Nicely decorated, querky! Mattress a little soft for us. Great sea view. Lovely big bathroom. Stayed in 146 the cardomom room at the front. Lovely furniture. tea & coffee in room. Great buffet breakfast and we had eggs Benedict. Good value for money. Nice bar and next to Poetic License another lovely bar and restaurant.

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi MrsDigibit, thank you for leaving us feedback from your recent visit. We're glad to hear such lovely comments and we hope to see you back again soon!

"Great food and excellent service "

5
22/09/2017

Called into the roker Italian restaurant on the off chance of getting a table .. we were not disappointed,, the staff were attentive from the start,, made to feel really welcome,, The menu choice was really good, plenty of meal deals,, but with the same quality of a good Italian restaurant,, It's been a while since we have been to this restaurant,, but after tonight it won't be long before we are back

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi raymond p, thank you for leaving us feedback from your recent. We're glad to hear you enjoyed your visit to The Italian Farmhouse and we hope to see you back again soon!

"Fabulous place!"

5
17/09/2017

8 of us were at Roker for a family gathering. We all loved the hotel. The rooms were great and very well decorated. Huge bathroom with big bath! Breakfast was really good and great value. And the bar - fantastic gin selection and of course plenty of beers and lagers. Food was lovely too! Staff really friendly and helpful. Would definitely stay again and recommend highly.

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi, thank you for leaving us feedback from your recent visit. We're glad to hear such lovely comments and we hope to see you back again soon!

"Lovely hotel"

4
17/09/2017

We stayed here due to attending a wedding....it was a lovely hotel. Room was big enough for the two of us. I liked the quirkiness of the decor. Our room didn't have a view but it didn't bother us. There wasn't anything I didn't like about this hotel...apart from the bar where the wedding was had no white or rose wine do had to go downstairs to get my drink. We would come back to this hotel for the air show next year I read on here that there wasn't many car parking spaces on the front of the hotel but there is an overspill car park at the back with security cameras and you can get to reception by coming through the entrance at the back.

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi suziecp, thank you for leaving us feedback from your recent visit. We're glad to hear such lovely comments and we hope to see you back again soon!

"Lovely hotel, sea front location"

5
13/09/2017

Staff very friendly. Good location. Very busy in the evenings. Unable to get a table to have drinks with friends we were away for weekend with. Loud music, bouncers on the door. The in place for young locals it appears. Breakfast very good.

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi KimFisher, thank you for leaving us feedback from your recent visit and we hope to see you back again soon!

"Lovely visit - great Poetic License bar!"

4
06/09/2017

As gin fans, we stayed at The Roker Hotel specifically for the Poetic License bar (which was fabulous in every way!). The hotel has recently undergone a refurbishment and is rather lovely. The rooms are rather stylish although there were signs of wear and tear with the carpet and the bathroom but it didn't bother us. The hotel has a very strange set up to get to the rooms - there are lots of stairs, in lots of directions so if you have mobility problems I'd let the hotel know so they can choose the right room for you. We slept well and thoroughly enjoyed our visit. The presentation of the cafe and the bar is great, as is the entrance to the hotel. It was lovely to have dinner looking out over the sea, watching the sun set. I wasn't the biggest fan of breakfast (although I think that was more about what I chose; my husband certainly enjoyed his!) and service was very slow. Despite that, we'd certainly recommend the hotel.

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi Hilary S, thank you for leaving us feedback from your recent stay at Roker Hotel. We're glad to hear you thoroughly enjoyed your visit and we hope to see you back again very soon!

"DO NOT book this hotel. We walked out in disgust."

1
30/08/2017

Saturday 19th August 2017: There is not enough on-site parking. Upon arrival (after a 330 mile journey), we found there were no parking spaces available at the front of the hotel. Following the signs, we located the last space in the rear car park. To access reception, it was then necessary to walk along a back lane, enter via a door and climb a steep staircase (no lift). All of this with two large suitcases. Having found reception, we were asked to pay the full amount of our stay up front. We were then given the key to Room 148. Upon entering, we immediately hated the room. It was small, dark and depressing. The ONLY storage in evidence was a single wardrobe, which also housed the tea/coffee making facilities. As far as we could see, there were no drawers or shelves. There were two of us and we were staying for eight nights. The final straw was when we pulled open the net curtains to reveal a dirty, littered rooftop with industrial vents sticking out of it. Not only was it unsightly but it smelled horribly of stale air. We returned to reception, to be told that we would need to stay in Room 148 until Tuesday and then we would be upgraded. I asked for our money back and we left. "I hope you find someone else to stay!" was the remark shouted at us, as we walked out.

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi Colin N, thank you for leaving us feedback from your recent visit to Roker Hotel. We're so sorry to hear about this. Please be assured we value all of our customer comments. If you could please email [email protected] so we can respond privately to this matter. Many thanks and we look forward to hearing from you soon.

"Bizarre!"

3
29/08/2017

Well stayed here overnight 26/11. Typical Best Western. Tired room wise, but apparently in process of revamp! We were allocated room (218)! It was small, dark, large bathroom, probably bigger than the room. More bizarre was the fact that the fire escape for the landing was actually through our room, and even more bizarre was the fact that there is a glass box, attached to the room door, with a key (digital) inside with a plaque beside it which reads that access to the fire escape is via breaking the glass for the key to gain access to the room.........! Errr, security alert or what?! Now if this was the 1950's.....maybe, but 2016. One cannot overlook that fire predations in a hotel such as this us very important.......but a fire escape entrance via a customers room? Come on. If you are doing a revamp, then get it right! Staff were sociable and helpful and a plus was breakfast was excellent. Until the early hours loud music was being played from the establishment, and that across the courtyard faving our room and the proverbial fire escape. The bed, not a full double, three quarter, sleep deprivation all night was the outcome. 2 star quality room and facilities, the rest, definitely 3 star or less! Would I recommend to you - NO, definitely not!

"Lovely place"

5
22/08/2017

Me & my boyfriend stayed here on the air show weekend, the rooms are so detailed & well decorated. The breakfast is lovely, Italian restaurant is good as well. It's pricey but it's worth the money, very classy place great for a good selfie.

"Real hidden gem"

5
21/08/2017

This hotel is everything I look for, beautifully decorated, unique and comfortable. Will 100% stay here again. Trendy bar and cake/coffee shop on site and the sea on the other side of the road. Don't really want to recommend it too much in case they don't have rooms when I need one :)

"dinner in the restaurant"

3
20/08/2017

a colleague recommend us the restaurant of the hotel in which we tried ribs within the ultimate meat crate which was huge for 2 people and taquitos. the ambience of the restaurant is nice but the food is average- normal

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi nomada2016, thank you for getting in touch with your feedback from your recent visit to Roker Hotel. Please be assured we do value our customer comments, both positive and negative and do our best to make improvements based on feedback and we hope to see you back again soon!

"No chance of sleep"

1
19/08/2017

Originally booked into Beach View Lodge on 18/8/2017. Sign on door in smelly dirty porch advised new arrivals to go to Roker Hotel to check in. Was informed by reception that we had been upgraded? To their hotel. From 8.30pm until 12.45am the music was so loud we didn't have a chance of sleeping. The floor was literally bouncing If you are looking for a quiet stay, forget it. Never ever again.

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi Les M, thank you for leaving us feedback from your recent visit to Roker Hotel. We're so sorry to hear about the noise. Please be assured we value all of our customer comments. If you could please email [email protected] with any other information including the date and time of your visit in order for us to investigate fully. Many thanks and we look forward to hearing from you soon.

"A real surprise on the inside"

5
14/08/2017

This review is my personal view of a recent stay at the Roker Hotel. From the outside I would probably have walked past and would not really have considered it as somewhere to stay as it has a vibe of a Blackpool hotel. However the inside is totally different. The welcome was very warm and friendly. There is a fantastic cake and coffee shop to the left of reception which is quite quirky and the cake selection is really good. The hotel has its own bar area for food and drinks and even has its own distillery on site where they brew 'Poetic License Gin'. Definitely worth a stop off even if you are not planning on staying over. There is a Farmhouse Kitchen eatery also on site and again this is really quirky and gives an additional option for eating. There is a covered outdoor area and additional seating outside of the covered area and on the day we visited it was gorgeous weather. The best part is the full sea view you have right across the road; wow! The hotel even has a large function room for events and weddings but you wouldn't guess that from the outside. We were lucky to stay in the Rose room, which has the amazing sea views and this room is decorated to a really decent standard and is massive. There is a mahoosive bath and shower, double sinks and lovely toiletries provided. The bed was very comfortable, enough storage, desk and chair and even a telescope to look out to sea. The breakfast was very filling, good choice and decent quality too. Would I recommend, I certainly would and will be telling my family and friends about this hotel by the sea.

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi Lisa Jane M, thank you for leaving us feedback from your recent visit to Roker Hotel. We're glad to hear you enjoyed your stay and we hope to see you back again soon!

"A weekend booked to celebrate a family member reaching 100 later in the year. 15 cousins and their families all meeting"

3
13/08/2017

Don't expect a good nights sleep, the music thumps until 12.45am. Restaurants were very hot. We had a family reunion and really struggled to hear ourselves speak when we all met in the front conservatory on a Friday night. We asked for the music to be turned down but this didn't happen. The noise level when trying to sleep was awful.

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi jomag277, thank you for leaving us feedback from your recent visit to Roker Hotel. We're so sorry to hear about the noise. Please be assured we value all of our customer comments. If you could please email [email protected] so we can respond privately to this matter. Many thanks and we look forward to hearing from you soon.

"Wedding"

4
06/08/2017

Stayed in a B&B by hotel for two nights before and after the wedding, to be fir it is a good location for a wedding, really enjoyed it. If I were in the area again I would deffo look at staying over there.

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi Durks65, thank you for leaving us feedback from your recent visit to Roker Hotel. We're glad to hear you enjoyed your time and we hope to see you back again soon!

"A very enjoyable afternoon"

5
01/08/2017

Me and my husband came to the Roker Hotel to have a few drinks in the Poetic License Bar as I had seen lots of lovely cocktails on Facebook. I took advantage of 2 cocktails for £10 and they were lovely. We also had late lunch which was excellent. The service was spot on, as was the food. We finished the afternoon in Let There be Crumbs as I fancied something sweet. Again service was fab and the coffee and cake were lovely. All in all a very enjoyable afternoon and we will return very soon.

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi Diana916, thank you for leaving us feedback from your recent visit to Roker Hotel. We're glad to hear you have a very enjoyable afternoon and we hope to see you back again soon!

"Wonderful hotel"

5
01/08/2017

Myself my wife and 2 young children stayed here a few weeks back in one of the family rooms, the room was a bit of a hike into the basement, but once there the room was very nice, the decor was very different in a good way. All of the staff we encountered there were very helpful and polite. The food was also very nice, highly recommend :) If i was ever to stop in Sunderland again this hotel would be my first choice.

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi p412ker, thank you for leaving us feedback from your recent visit to Roker Hotel. We're glad to hear we would be your first choice of hotel when stopping in Sunderland and we hope to see you back again soon!

"Do not stay here - Never been treated with more disrespect"

1
31/07/2017

Went over to attend a family members wedding. The check-in was easy and very quick. On the first look the room looks very nice but after actually looking about I realised my bed didn't even have a Sheet on it so I put one on myself. Then when we went into the bar in the hotel, I was there for about 5 minutes until approached by the bouncer and told to 'get out' because I was wearing Adidas tracksuit bottoms, I didn't even get an apology or anything along those lines and when I explained that there is nothing on the website about clothing and that I was only here for one full day for the wedding so I only had my suit and the clothes I was wearing, the bouncer just shrugged his shoulders. Then when I tried to get back to my room my key card didn't work and I had to go back to reception 3 times to get a new card until one worked (my room was also 4 floors down and there is no elevator). After trying to speak to the manager about the clothes situation, I was told I couldn't speak to him but he said I could go to the restaurant (which doesn't make sense because you would think a restaurant would be the one with stricter clothes policies). I didn't even bother going down to the restaurant because of how I had been spoken to all night but my family went down and told the waiter of what had happened upstairs and he was the only staff member to apologise all weekend for how we had been treated, even though he does not need to be the one to apologise. On the Saturday night we went down to the bar after the wedding was over and as the bar was closing we had just bought new drinks, (no staff member said they were closing soon) a bouncer came over and asked us to leave but said we could finish our drinks outside, we went to go outside but a different bouncer said we couldn't take drinks outside however, because you are guests you can sit over in one of the corners to finish so that's what we did for about 30 seconds until the first bouncer from the previous night comes over and literally just says 'you need to get out now' (once again, he was very rude) so I repeated what the last bouncer had said about our drinks and he said that we couldn't sit here so we asked where could we go then and all we got back was 'to your room'. It was honestly disgusting the way the majority of staff talk to you in there. Never got a smile of any of them when ordering drinks and no apology when an inconvenience occurs. We weren't allowed to speak to the manager but we saw him walking about multiple times. Honestly just don't stay at this hotel. I want to give a fair review so I will mention some good points. The food was excellent at the wedding as we were served a three course meal then a small buffet later on in the evening. The T.V. In the room was very good with Netflix and amazon prime being on it. Also, the majority of staff may be horrible there was a select few who were very nice e.g. In the restaurant. The hotel is being let down by the staff as on the outside it looks very nice but on the interior it is awful. This is most likely due to poor management.

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi Coffey27, thank you for getting in touch with your feedback from your recent visit to Roker Hotel. Please be assured we are looking into this and will be in touch via your private message on Facebook. Many thanks.

"Fell and split my chin open in my room"

1
26/07/2017

Unfortunately, the service from Manager Robert was awful after I tripped over the telescope and long curtains in room 119 which cost £200 a night! My chin split open, teeth broken and the comments from hotel included .. ' did you move the telescope yourself to the window? ' ' There was enough room for you to not have tripped over it! ' Shame the service was disgusting and badly managed

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi Leannec1414, thank you for getting in touch with your feedback. We're aware that this is being dealt with privately. Many thanks.

"Always get awful service "

1
22/07/2017

I have been to this hotel and their sister pubs and restaurants before and every time the same thing happens. They clearly don't take feedback and act on it or these mistakes wouldn't continue to happen. So, I attended my friends wedding yesterday. On arrival we were told to wait in the bar area. No aircon and it was really stuffy..... off to the bar......recebt turned vegan I wanted to try the pale ale which is home brewed by the company who owns the hotel...... I asked if it was vegan friendly was told not sure..... ok then I will have a pint of hieniken.....the worst pint you could ever have..... 4.50 and warm. For the full day time I had to go to the poetic licence bar to get a beer..... served a plastic cup but only 3.95. I really didn't understand why the priced were different from the function suit yo the bar???? I ordered my drink it the poetic licence and the bar staff are as miserable as sin. I have been before and the same girl has her face up her backside..... in addition she never gave me my change..... During the wedding interval we all made our way up to the poetic licence bar..... while I was in the toilets 2 female cleaners thought it ok to just walk in..... I was annoyed at this point and confronted them.....i spoke to management and told me this is common practice. The cleaners were rude and obnoxious about it too. Tbh the toilets are filthy anyway so not sure whatvthe cleaners do...... dust and cobwebs around the mirrors. Lack of attention to detail. All in all I have vowed to never go back.... ever time the service it sub standard.

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi brenmC123, thank you for leaving us feedback from your recent visit to Roker Hotel. We're so sorry to hear about this. Please be assured we value all of our customer comments. If you could please email [email protected] so we can respond privately to this matter. Many thanks and we look forward to hearing from you soon.

"Is it a suite or is it a room?"

2
19/07/2017

We went, having won a local competition, for bed and breakfast and were booked in for a "sea view executive suite". We got the last place in the car park at the front of the hotel and noticed that there was a sign saying "extra parking at the back of the hotel". So straight away we realized that the hotel must be popular. There was a section of the car park where people were sitting out in the sun enjoying a quiet drink. The entrance steps leading to the front door must have had a carpet at some time as there were clips on the steps. There were fragrant flowers and a large foyer . We booked in and were given written and verbal instructions on connecting to the Wi-Fi. When I failed to connect, I came to reception and was told that unfortunately it wasn't working, hadn't been the previous day and BT was in the back lane trying to fix it . The tea/coffee maker and hospitality tray was stored in the wardrobe. Unfortunately I couldn't get the machine to switch on and, after waiting for help, went to reception and asked if someone was coming. The maid came and wasn't able to get it to work, but kindly suggested and brought a kettle and tea and coffee. The duty manager explained that the coffee situation had been put right and the Wi-Fi was not his responsibility. So we got off to a bad start. We didn't like the decor (it was similar to the picture on the Facebook page) with a seaside mural on one wall. (We didn't have a sofa nor a telescope though and didn't really think Room 144 was a "suite". There was a kind of lobby area where the wardrobe stood but not a separate sitting area. Unfortunately, we did not feel comfortable nor relaxed in the room and, without staying, we checked out. In fairness, the hotel does seem to be popular and busy and friends have told me the restaurant in the basement is very good. We just "didn't feel it".

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi Addycombe, thank you for getting in touch with your feedback from your recent visit to to Roker Hotel. We're sorry to hear you checked out without staying and wish you could have stayed for the full Roker Hotel experience. We're aware that this has been resolved privately and hope to see you back again soon.

"Two night stay and wedding (warning, this is a long one)"

4
13/07/2017

We stayed two nights in June for the weekend of our wedding which was also at the hotel. Most of the other rooms were taken up by people attending our wedding over the same weekend. Check in was quick and easy. No issues. The newly refurbished rooms are lovely, the vintage sea side resort theme is great. I stayed in one room with my mam on the Friday and the bridal suite with my new husband on the Saturday, Room 1 was lovely. Huge bed with loads of pillows and cushions. I don't like the nifty coffee/tea contraption, it took us hours to work out how to make a cuppa. Just give me a simple kettle any day. There was a cigarette burn mark in the bath tub which is a shame as some previous, undiscerning guest must have done that so not the hotel's fault but it was still unsightly. Robes provided, huge wardrobe like the Beauty and the Beast one. Noise from Poetic Licence was a bit of a nuisance until about 01:00 when everyone had cleared off. We ordered breakfast for delivery to the room so I didn't bump into the fiancé on the morning of the wedding. This was lovely and arrived promptly. Bridal suite: huuuuge! Stunning view of the beach and pier and a real treat, even if we hardly spent any time in it. His and hers sinks and big corner bath. I'm not sure what caused it but there was a distinct vinegary smell in there, not sure if it's something they use to clean but it wasn't the most pleasant smell in the world. I didn't raise this with anyone as it was my wedding day and I had so many other things to think about. The wedding: What can I say? A lot actually! Sam the Banqueting Manager was a complete star. She was with us the whole day, every step, and reassured and communicated with us at every turn. Her organisation and professionalism meant we could relax (as much as you can at your wedding) knowing everything was in hand. The meetings and emails etc we had with Sam in the planning process meant she knew exactly what we were expecting and we were totally confident she would make that happen. I love the fact the Six Soldiers suite is separate from the main hotel and has its own bar, so no chance of bumping into strangers or anything and it really felt like we had the run of the place. The room was perfect for the ceremony, the wedding breakfast and the evening and Sam didn't leave us until the evening was under way, at which point she handed us over to the very capable Justina. I didn't see any of the canapés we ordered as we were too busy being congratulated and then having photos taken, but we are reliably informed they were great. The wedding breakfast was delicious and service was swift and efficient. Our veggie guests also really enjoyed their food which is a great as sometimes veggies get a bit of a dull deal. All in all we had an incredible weekend at the Roker celebrating our wedding. We were looked after from start to finish and nothing was too big an ask. Thanks specifically to Sam for all her efforts and support in making our day all we had dreamed it would be.

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi Scorpio1987, thank you for leaving us feedback from your recent visit to Roker Hotel. We're glad to hear you had an incredible weekend at the Roker celebrating your wedding. We'll make sure to pass on your lovely comments to Sam for all her efforts and support in making your day all you had dreamed. We do hope to see you back again soon!

"Excellent hotel in a excellent location "

5
11/07/2017

I have now stayed here a couple of times and on both occasions the hotel in every aspect has been great. Very good restaurants including soul food and Italian, you couldn't ask for much more... The hotel is situated smack bang on the seafront so you get excellent views thrown in... I will definitely stay here again A+

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi nealrhodes, thank you for leaving us feedback from your recent visit to Roker Hotel. We're glad to hear that your stay was great and we hope to see you back again soon!

"Return Visit"

4
10/07/2017

I stayed in this hotel last year and liked it .0so when I needed to find somewhere to stay for another visit to the north east I decided to return here. The hotel was under going renovation last year and this now seems to be completed. My room was nicely decorated and met my needs but I do think they have gone overboard with the cushions, they just ended up on the floor. Breakfast was adequate, buffet style, although tongs would have been better than a spoon for sausages and bacon and the same spoon was expected to be used for both the beans and scrambled egg. I had dinner one night in the Italian restaurant and would recommend it, the food was great and the prices were decent. The bar is very popular with locals especially at the weekend and I was woken by drunks having a sing song outside as they were leaving but I was so tired that it didnt really bother me. Sunderland doesnt naturally spring to mind when considering somewhere to go but the Roker area is lovely, especially when it is sunny and is a good place to base yourself for touring the north east and not too far from the Stadium of Light if you are a football fan.

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi Iainsbruv, thank you for getting in touch with your feedback from your recent visit to Roker Hotel. Please be assured we do value our customer comments, both positive and negative and do our best to make improvements based on feedback. We hope to see you back again soon.

"Breakaway "

4
07/07/2017

This hotel is north of Sunderland in Roker on the seafront. We had a quick easy check in with friendly staff. Nice bar area, with a coffeehouse (Crumbs) on the opposite side, but has limited hours. There is plenty parking at the front, plus there is also parking at the rear. The bedroom was a good size twin room, clean & comfortable. It had an over bath shower. Breakfast was fine, but the cooked breakfast could have done with being hotter. Otherwise a good choice fruit, cereals for you to help yourself. The seafront is across the road, with glass museum as short distance around the corner. There a a few attractions near by, but shops some distance away.

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi Emily F, thank you for getting in touch with your feedback from your recent visit to Roker Hotel. Please be assured we do value our customer comments, both positive and negative and do our best to make improvements based on feedback. We hope to see you back again soon!

" Wedding anniversary"

5
03/07/2017

We stayed Saturday evening the 1st July to celebrate our wedding anniversary... I had asked for a really nice roomwhe booked an executive double and we were over the moon when told on arrival they they had given us the bridal suite... we were taken aback when we entered the room... the size was immense and the very clean and well presented...... . We had dumped our bags and went down to the bar where we sampled a few alcoholic beverages.... where I have to say I was well impressed with the distilled gin....we saw that there was a wedding taking place..... no skin off our noses we were there to enjoy ourselves as much as them...... we went to change for dinner and went to the Italian on site.. cannot fault the food and the hospitality one little bit..... they had the patience of saints after telling a group of Scottish men to keep the noise down who were very very rowdy and felt it acceptable to continue to swear loudly in the presence of children..... no one made is aware of the dj that was on in the bar or the noise... but who cares..... our. Room Was above all the.noise and once we were in our room and relaxed the noise soon disappears .... and we had the room windows open....... I really cannot fault the hospitality of this hotel and we left knowing that we enjoyed it and we will be back again soon....... eve if it is just a few mile.up the road..... Thank you again. Paula and Jonathan dawson

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi paulajohny, thank you for leaving us feedback from your recent visit to Roker Hotel. We're glad to hear you enjoyed your stay and we hope to see you back again soon!

"Look for " Poetic License" not Roker hotel "

4
03/07/2017

Drove up and down looking for the best western hotel blue sign but this hotel does not use it , so look for Poetic Licence and save some time , this is the Roker Hotel ?? Hotels seems to be clean , I'm a diamond member and was sent to a small room at the end of the earth, but it was clean and warn. The hotel is facing the sea and has a seating area outside.The bar is average in price, and appears to cover all sport channels.Believe they keep there brand name and don't use BW. As a loyal member I would like to be treated as one. Would stay again but would not go out of my way.

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi BMorriss, thank you for leaving us feedback from your recent visit. Roker Hotel is in fact no longer part of Best Western, therefore all signage has been removed. We're sorry for any confusion caused. We hope to see you back again soon!

"wedding venue"

5
03/07/2017

we held my daughters wedding at the Roker at the beginning of june, there was around 130 daytime guest and 160 evening guests. From arriving at the hotel Tracey and staff looked after us, nothing was to much trouble. The wedding breakfast was beautiful and served quickly and without any hitches. There was plenty of waiters and bar staff which we were more than happy with. The room was turned around for the evening guests smoothly and without fuss. We stayed over night and the rooms were lovely, all newly decorated with beautiful furnishings. I would nt hesitate to recommend the hotel as a wedding venue.

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi carole1278, thank you for leaving us feedback from your recent visit. We're glad to hear such lovely comments from your daughter's wedding day and we hope to see you back again soon!

"Accompanied a friend on family visit "

4
02/07/2017

We drove from Manchester to Washington in the N.East and stayed in a basic Camponile hotel overnight Thurs29th June then Friday 30th drove to Sunderland and booked in at the Rocker Hotel on the Sea Front facing the Lighthouse. Plenty of usual facilities, TV Freeview, kettle & Tea, coffee & milk. No breakfast £31 left Saturday a.m. went back into Durham saw the castle then on into Barnard Castle for breakfast.

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi mikehoyes51, thank you for leaving us feedback from your recent visit to Roker Hotel and we hope to see you back again soon!

"Loudest hotel ever!!"

2
28/06/2017

So this is my first ever review on trip adviser. Been staying at the rocker hotel for around 12 nights. Ive been staying in room 111 down in the basement takes forever to get to the room is red hot heating on constantly and can't turn it off ask at reception but never turn it off. Tried opening window for some air but all I could here was people walking past and twice the bin men came and woke me up around 6am. Also there is a door next to my room staff use in and out it bangs shut ever hour. So I've moved to a room upstairs 112 thought maybe better a quieter nope I'm right above the bar can here everything going on down stairs and again had windows open cos the room is red hot and can here staff talking all the time horrendous. Had about two good night where I've not been woken up won't be staying here again it's like staying in a sweat box above a night club.

TavistockHospitality, Manager at Roker Hotel, responded to this review
Hi richemmo86, thank you for leaving us feedback from your recent visit to Roker Hotel. We're so sorry to hear about this. Please be assured we value all of our customer comments. . If you could please email [email protected] so we can respond privately to this matter. Many thanks and we look forward to hearing from you soon.

"Weekend "

5
20/06/2017

Plenty of car parking All the staff are very professional, Helpful, cheerful, Hotel rooms are spotless, excellent decor Food of a very high standard. Hotel bar is excellent. I will deffo stay at this hotel again

TavistockHospitality, Manager at Best Western Roker Hotel, responded to this review
Hi ianref0151, thank you for leaving us feedback from your recent visit to Roker Hotel. We're glad to hear such positive comments and we hope to see you back again soon!

"Bad experience"

2
20/06/2017

I went to the Roker Hotel for food through the crumbs restaurant on Sunday, we ordered 3 Sundays lunches, which the meat was served red. We sent it back, got some more, which was the same meat but re-cooked tough as a rock, my Mam took a little bite and choked that bad i had to get up and pat her back. We were told by the waitress and bar supervisor that we could get a refund, but the deputy manager said we couldn't. Eventually we were given a refund for one meal only and all 3 meals should have been refunded. Would never return here again.

TavistockHospitality, Manager at Best Western Roker Hotel, responded to this review
Hi Gemma S, thank you for leaving us feedback from your recent visit. We're so sorry to hear about your Sunday Lunches. Please be assured we value all of our customer comments. If you could please email [email protected] so we can respond privately to this matter. Many thanks and we look forward to hearing from you soon.

"Lovely sea-front hotel"

4
18/06/2017

This is a nice place. Renovated extensively and thoughtfully, there echoes of the old seaside hotel in the oak panelling, themed dining areas and even the rooms - with a nautical theme. The breakfast area overlooks the sea and although the parking area is a bit scruffy, the interior is wonderful.

TavistockHospitality, Manager at Best Western Roker Hotel, responded to this review
Hi Y9891RQstephen, thank you for leaving us feedback from your recent visit to Roker Hotel. Please be assured we do value our customer comments, both positive and negative and do our best to make improvements based on feedback. We hope to see you back again soon!

"Not for business "

2
17/06/2017

On approach looks good with great seaside location and modern style. Then you go to find your room. Very strange system of up & down and right and back corridors, potential fire hazard. Rooms have been given look and comfy, however issue with heating (won't go off) Breakfast slow service and when asked for freshly cooked food as cane out cold, it had been microwaved! Not sure would bring the family

TavistockHospitality, Manager at Best Western Roker Hotel, responded to this review
Hi Tom P, thank you for leaving us feedback from your recent visit to Roker Hotel. We're so sorry to hear about this. Please be assured we value all of our customer comments. If you could please email [email protected] with any other information including the date and time of your visit in order for us to investigate fully. Many thanks and we look forward to hearing from you soon.

"One night stay"

5
16/06/2017

I booked into the Roker Park for an overnight stay as I was visiting the National Glass Centre nearby. The reception staff were extremely pleasant and helpful. I was really pleased with my room which unfortunately faced the back of the hotel but the room was well equipped sadly I could only find one accessible power point in the room. I had a very comfortable night and then went down for a lovely breakfast, full English with fresh fruits, cereals, toast, muffins etc. One of the best breakfast I had in a long time. I will definitely stay again Thank you .

TavistockHospitality, Manager at Best Western Roker Hotel, responded to this review
Hi loveholidaysYork, thank you for leaving us feedback from your recent visit to Roker Hotel. We're glad to hear you would stay here again and we hope to see you back again soon!

"Goregous hotel"

5
13/06/2017

I was down in Sunderland seeing some friends and was recommended this hotel. I must say it's a fantastic hotel, the bedrooms are lovely and the view from the front is staggering! The staff were very pleasant and helpful as well. I got a very good price for the one night stay and was delighted with the quality. The only small thing I'd say is the shower screen did not cover the whole of the bath and the floor did get quite wet, however this is a very minor issue. Excellent overall, would recommend it and would definitely stay again!

TavistockHospitality, Manager at Best Western Roker Hotel, responded to this review
Hi Andrew T, thank you for leaving us feedback from your recent visit to Roker Hotel. We're glad to hear your lovely comments. Please be assured we do value our customer comments, both positive and negative and do our best to make improvements based on feedback. We hope to see you back again soon!

"Gorgeous little hotel"

5
10/06/2017

I work in the area and travel up a lot. I have stayed in all sorts of hotels and this one has to be my new favourite! The rooms are lovely and the attention to detail of the themes are brilliant! We ordered the turn down service which was a lovely touch and the cake left was incredible!

TavistockHospitality, Manager at Best Western Roker Hotel, responded to this review
Hi csharp1, thank you for leaving us feedback from your recent visit to Roker Hotel. We're glad to hear such positive comments and we hope to see you back again soon!

"Roker sea front "

4
10/06/2017

This hotel is well situated for exploring the north east, and is near enough to city centre to make it feel like a city break location. You have wonderful views of the sea, the staff are very friendly and the bar is stocked with their own beer and gins. The latter made onsite. Down side, rooms with the fire escape in front of windows are not recommended as you cannot sleep with the windows open. Some of the rooms are quite small, but are clean and well maintained. Two restaurants cater for all tastes and serve very good food. I will easily stay here again.

TavistockHospitality, Manager at Best Western Roker Hotel, responded to this review
Hi Eugene L T, thank you for leaving us feedback from your recent visit to Roker Hotel. We're glad to hear such positive comments and we hope to see you back again soon!

"Wedding.. "

3
05/06/2017

Went to a wedding evening at the roker hotel last night.. 1st thing all the guests noticed was the stifling heat.. we also stayed in one of the rooms on the bottom floor and nobody slept as the heat was unbearable.. anyway, food was nice on buffet.. service off bar not too bad.. started running out of certain beers throughout the night..

TavistockHospitality, Manager at Best Western Roker Hotel, responded to this review
Hi grantmarriner, thank you for getting in touch with your feedback from your recent visit to Roker Hotel. We're sorry to hear about the heat. Please be assured we do value our customer comments, both positive and negative and do our best to make improvements based on feedback and we hope to see you back again soon.

"GIN TASTING"

3
05/06/2017

/ the event was good but overcrowded.tho good. chance to meet new people...Excellent hotel found breakfast service very slow but good selection and nice room. Nice place for drinks...midweek less busy......

TavistockHospitality, Manager at Best Western Roker Hotel, responded to this review
Hi Judithann007, thank you for getting in touch with your feedback from your recent visit to Roker Hotel. Please be assured we do value our customer comments, both positive and negative and do our best to make improvements based on feedback and we hope to see you back again soon.

"Mr"

1
04/06/2017

Booked and paid up front all was well . Checked in and went upstairs to a room with a light fitting that anyone bigger than 5ft would walk into, a shower head that would not stay uprite. Went out to meet friends and returning about 11pm I could not hear myself think as there was a full blown party downstairs. I went and complained and they did offer another room, but no help to move my bags. I decided to leave and complain. I returned the next day to get a refund and was told no . Terrible service terrible hotel . Use the Marriot on the seafront slightly more expensive but it's perfect and it has a pool and hot tub.

"Not for anyone with limited mobility"

4
28/05/2017

Nice hotel right on the seafront with a lively bar and friendly staff. The hotel room we had was 138 and there were several flights of steps to go up and down to get to the room, which could be challenging if you have limited mobility. First Best Western I've stayed out without air con and we couldn't leave windows open as we were level with the car park. Room 111 is right next to a service door which staff were using from 7am and the door kept banging - maybe a door closer? The room was comfy with a decent bathroom and all the usual tea etc. Staff n the bar were excellent and a good atmosphere. Would stay again but make sure i had a different room that was more accessible.

TavistockHospitality, Manager at Best Western Roker Hotel, responded to this review
Hi Sheewa, thank you for getting in touch with your feedback from your stay with us at Roker Hotel. We're sorry to hear about the banging door. Please be assured we do value our customer comments, both positive and negative and do our best to make improvements based on feedback and we hope to see you back again soon.

"Breakfast"

4
28/05/2017

Met friends from Durham for breakfast , I had eggs benedict, beautiful, compliments to the chef, eggs were perfect. My friend had a full English, again perfect. Only downside was they had ran out of sausages at 10am, granddaughter was bit disappointed as she had wanted a sausage sandwich. Apart from that, I will definitely be returning for a breakfast treat.

TavistockHospitality, Manager at Best Western Roker Hotel, responded to this review
Hi pat572015, thank you for getting in touch with your feedback from your recent visit. We're sorry to hear about this. Please be assured we do value our customer comments, both positive and negative and do our best to make improvements based on feedback. We hope to see you back again soon.

"Attend a wedding"

5
24/05/2017

I attended a wedding at this hotel and stayed over in this new refubished 4 star hotel. The wedding went off without a hitch and the wedding breakfast was really lovely. All the staff were professional but friendly and our room which was an executive room was not disappointing. Our breakfast the next morning was first class with something for everybody.

TavistockHospitality, Manager at Best Western Roker Hotel, responded to this review
Hi bery2016, thank you for leaving us feedback from your recent visit to Roker Hotel. We're glad to hear such positive comments and we hope to see you back again soon!

"Food and service"

3
20/05/2017

£11.00 for a burger served in a metal tray which looks cool, but when you cut into the burger the paper lining of this tray has dissolved and is now part of your burger , NOT GOOD, and the burger is not good quality, come on up your game !!! While the waitresses are polite and busy, there is a problem at the bar YOU CANNOT GET SERVED !! This is not an isolated incident, we are quite regular here and appears to be only 2 or 3 bar staff on who look pretty, walking up and down behind the bar but are not serving anyone, do the management not realise that no one is getting served, service = beer sales, profit and happy customers It's not Rocket science, get your act together and sort the food out !!!!!!

TavistockHospitality, Manager at Best Western Roker Hotel, responded to this review
Hi Sunderland1951, thank you for leaving us feedback from your recent visit to Poetic License Bar. We're so sorry to hear about this. Please be assured we value all of our customer comments. If you could please email [email protected] with any other information including the date and time of your visit in order for us to investigate fully. Many thanks and we look forward to hearing from you soon.

"50/50 On This One But Will Not Be Returning"

3
14/05/2017

Stayed there this weekend the hotel itself was in a lovely location overlooking the beach and the lighthouse. We ate at all three establishments attached to the hotel Let There Be Crumbs Patisserie, Poetic License Restaurant and the Farmhouse Pizzeria found the food delicious and surroundings very very nice and well decorated staff at all locations were friendly and professional. As for the hotel very clean however our double room was located in the basement and to find it you needed a sat nav up stairs along corridors down stairs along corridors and down more stairs. Once you did locate it the inside was clean but cramped and very dark. View out of the window was a back alley and was level with the tyres of any passing vehicles. Bed would be a double if we were infants and the ceiling shook every time the occupants of the room above were walking around. Then we get to the main reason why we will not be returning to this hotel as on both nights of our stay there were functions booked at the hotel which we had not been informed of when we booked and the noise was horrendous as well as a very loud disco taking place in the bar area which made having a normal conversation impossible. As there is no quiet area provided by the hotel for their residence then the choice you have is either sit outside a bit too cold this time of year or sit in your room which as previously stated was to small to relax in. Basically if you dont mind loud noisy hotels this is the one for you however if you prefer a more quite stay avoid this one like the plague as the hotel tends to cater more for the needs of non residence than the needs of actual paying guests.

"Brilliant"

5
07/05/2017

Had a brilliant stay at this Hotel this weekend. This place just gets better.. Fantastic seaview room has everything we needed. Very clean and friendly staff. Highly recommended. Should be at the very least a four star hotel.

TavistockHospitality, Manager at Best Western Roker Hotel, responded to this review
Hi jesmond b, thank you for leaving us feedback from your recent stay at Roker Hotel. We're glad to hear you had a brilliant say and we hope to see you back again soon!

"Don't stay here at a weekend! If you want an earlyish night!"

3
06/05/2017

All executive rooms are sea facing and this time our room was above the bar. HUGE disappointment. We'd stayed a month ago during the week and had a lovely stay. Couldn't have faulted it. Very different this time as we've stayed Friday and Saturday! The music from below was so loud it was like having a speaker in our room! We could hear every word and every base beat! Don't get us wrong - we love to party and enjoy a good night out - but a hotel selling rooms at £100 plus per night (which are nice) we don't expect to have to listen to every beat of music until 11 and then the endless chatter outside whilst taxis arrived and people dispersed! Great if you're one of those partying but if you're not ...! I guess they get more revenue from the bar and music than the rooms - so they don't mind "upsetting" those who've paid good money. I've never stayed anywhere - and we've travelled - that's been so unbelievably loud in our room! If you want a relaxing break don't stay here during the weekend. Just saying! Oh - the wifi is also rubbish! Last time we were here - a month ago - it was non existent in the bedroom and intermittent in the bar. We were told there was a problem. It's clearly not been resolved! Not working - "no internet connection " or just "whirring". It's still not working do take no notice of free wifi! Really disappointed as we had such a nice stay last time - hence our return. We won't be returning during a weekend!

TavistockHospitality, Manager at Best Western Roker Hotel, responded to this review
Hi SCSEngland, thank you for your time posting a review as we do take all reviews seriously and they are shared with the team and improvements made where necessary. We are however extremely disappointed to read your review as your experience is not what we like to hear about and clearly there are a number of issues that need to be address and can assure you they will be. We do value customer feedback and again we appreciate your comments. We do hope to see you back again soon.

"Location location location"

4
04/05/2017

It's an old hotel but feels modern and, although Sunderland is an industrial city, it should be noted that the place has lovely beaches that are readily accessible - as well as being right on the sea front in this hotel, we went down to Vane Tempest for a lovely walk with free car parking. Being old, the hotel has lots of steps and some issues with noises off (plumbing, heating, etc.) but the decor is modern and tasteful - my mattress would only be a 3/5 though. Room was compact but adequate and food offerings were excellent, ate well for considerably less than £20ph in the evening and the place has its own distillery so there's a range of locally brewed stuff on the bar top - the Yellow Cab lager and Milk Stout were both great and, again, sensible prices. Breakfast was a feast, loads of cold options and a very tasty Eggs Benedict was chosen to compliment the pastries, meats, cheeses, cereals, etc. There's parking right outside the door and I had no issues with getting a spot but there is an overspill parking facility at the rear of the hotel if needed. All the staff I encountered were pleasant and hard-working, the only minor complaint I'd have goes to management - the poor girl on reception was doing a great job but had been given so many things to tell me in her 'script' that I was completely overloaded with info by the end of it... please shave it down to basics and bear in mind we'd been on the road for about five hours before booking in and were already frazzled.

TavistockHospitality, Manager at Best Western Roker Hotel, responded to this review
Hi hobsons_choice, thank you for leaving us feedback from your recent stay at Roker Hotel. We're glad to hear such positive comments regarding your stay. Please be assured we do value our customer comments, both positive and negative and do our best to make improvements based on feedback. We hope to see you back again soon!

"Wedding fun"

3
03/05/2017

We visited here last weekend 29/30 April to attend a friends wedding. Good points; 1) great location with views and sea walks 2) friendly helpful staff 3) lively bar 4) massive good quality breakfast buffet 5)clean and well decorated in a boutique style Bad points; 1) we were allocated a really hot room that was unbearable to sleep in. The staff gave us a fan and also moved us to a better room. If you are allocated room 134 then ask for another they are aware of the problem. 2) One of our friends was verbally abused by one of the bouncers from the attached bar. This escalated a situation that didn't need to happen. This reflected badly on the hotel which is a shame. These negative points shouldn't put you off of visiting as it's a lovely clean hotel with a lot to offer.

TavistockHospitality, Manager at Best Western Roker Hotel, responded to this review
Hi Matt T, thank you for your time posting a review as we do take all reviews seriously and they are shared with the team and improvements made where necessary. We are however extremely disappointed to read your review as your experience is not what we like to hear about and clearly there are a number of issues that need to be address and can assure you they will be. Many thanks and we hope to see you back again soon.

"Amazing Staff"

5
30/04/2017

This hotel is beautiful and is right on the sea front, When we checked in today Kristie was very polite friendly and helped us with our luggage even though we were early she still allowed us to check in, Stephanie the other receptionist was also just as polite, we are here for a wedding and they could have not picked a better hotel to have it in. Room is nicely decorated and has a sea view, huge bed and is bright and bold. Would highly recommend this hotel.

Manager184, Management Team at Best Western Roker Hotel, responded to this review
Dear Guest Thank you for your wonderful review of our hotel and staff and we look forward to welcoming you back in future months to enjoy the wonderful sea front that we are all so proud of here in Sunderland. We can assure you we will share your feedback with our Kristie and Stephanie and look forward to hosting a visit from you very soon Best Wishes Management Team

"Hotel room of gods!"

5
29/04/2017

This hotel looked small from the outside but was massive inside! The hotel room was amazing! The bed was big and gave me a great nights sleep.The view was AMAZING overlooking the ocean. And it had a vintage telescope. But the smart tv wasn't connected to the internet and for my stay the internet didn't work! Food was great in the massive 'party room'. This was the most luxurious hotel I've been in for a long time!! I would recommend this to everyone and am happy to give this 5 stars! Hope this review helped.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Your feedback is greatly appreciated and so are your positive comments on the BEST WESTERN Roker Hotel and we are naturally grateful for your recognition. We look forward to seeing you again as we promise to continue our efforts to improve. Yours sincerely Management Team

"Luxury room with a view"

5
27/04/2017

My husband and son and myself had an overnight stay after our daughters wedding and have to say everything was absolutely brilliant and we'll organised on the day.Staff were excellent .We booked an exec double and it was done out beautifully,had bathrobes a even had a tassimo which our son loved.Room very spacious with an lovely sea view.Breakfast was quite good also.Would highly recommend this hotel.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for taking time to post a review and we would also like to thank you for the positive feedback and are pleased we were able to impress you. We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"Very good"

4
20/04/2017

Plenty of parking and a warm welcome on arrival. The rooms were suitable and clean with a good few bits to help such as biscuits and plenty of tea and coffees. Dinner and breakfast were great and excellent value. The staff member in the morning was brilliant and more than happy to get me soya milk A bigger sign to help spot the hotel would be good

"Great seaside hotel"

4
20/04/2017

Very nice stay in this beach front hotel. The room I was staying in has recently been updated in a modern nautical theme. This is my third stay here, it's a great hotel if you need to be near Newcastle and Sunderland but not in the centre. There are two restaurants in the hotel, my favourite is the very good pub grub one, they have a number of good beers on tap and a gin distillery. Their own gin can be bought at reception. The only negative thing, if you have a sea view room, if it's foggy the very loud fog horn on the harbour rattles the windows.

"Poetic Licence"

4
16/04/2017

Group of six for lunch, decided to try this eatery in the Roker Hotel. We liked the decor and found the menu to be extensive enough to provide a good choice for us all. Quickly seated and served, we all were happy with our food. It was noted that the hanging kebabs got cold quite quickly bur were nevertheless enjoyed. Serving staff were efficient and polite so all our party were well pleased.

"Lovley location."

5
13/04/2017

One of the nice things about this beachfront hotel is the free parking. We managed to park at the front although there is extra parking at the rear. On checking in, the young lass at reception directed us to our room, 107. It was a very compact room and quite a long trek to get to it. I asked another receptionist about changing it and was kindly given room 145 which was absolutely lovely and right by the lift. It was at the front of the hotel and had lovely sea views, delightful. The whole hotel was spotlessly clean, we also had a bath and separate shower. Breakfast on the first day was hot and cold buffet while on the second day, it was cold buffet and hot breakfast as ordered. Both days were lovely. The bar was very busy on the Friday night with loads of atmosphere. It was lovely walking down to the beach and along the front and we will return. We we do, we will definitely stay here as the hotel and the staff are all so lovely.

"A brilliant stay"

5
10/04/2017

I stayed here on a family trip with my mum. The hotel staff were all friendly, helpful and knowledgeable. The ambience of the public spaces downstairs is very laid back the food was excellent in both the breakfast room and bar. The room was clean and a good size. There's a great view of the beach and the lighthouse from the front. Definitely recommended.

"What's Not To Like"

5
10/04/2017

Visited this hotel last weekend and were not disappointed. The hotel is situated on the seafront at Sunderland. The rooms are clean, modern, well appointed with everything you need for a comfortable stay. Everyone we encountered at the hotel were extremely pleasant and went out of their way to help. The prices in the restaurant and bar were good and not inflated as you find in many hotels. The food quality was very good as was the variety of drinks available in the bar.This was our first visit to Sunderland. We intend to return in the not too distant future and will certainly be looking to stay at this hotel. We wish we could have stayed longer

"beautiful beach side hotel"

4
10/04/2017

this is situated opposite the lovely beach and close to the harbour - the rooms have been recently decorated to high standard - (at least 116 where i stayed was) - although the rear rooms dont have much of an outlook. the bar serves good food and a wide selection of beers - whilst the Italian restaurant which is situated in the basement is highly recommended - there is also a popular tea room here. breakfast was good - although bacon could be cooked longer (personal taste)

"Enjoyable stay"

5
08/04/2017

We booked as a family (7 of us) to go and see Roker where my dad lived as a boy. What a pleasant surprise this hotel was. It's an old well established hotel that looks like it's recently been refurbished, from the modern bar right through to the toilets which have been done in a lovely Victorian style. A friendly welcome and we were booked in quickly. We then enjoyed a nice coffee in the hotels tea room before having a stroll around Roker park (quaint and well kept) and a stroll along the seafront with its beautiful beach and the quaintest light house I've ever seen. Back to the hotel, shower and change and then down to the bar for a drink. Seven local ales on tap, a very good selection of lagers and wines, some interesting gins and a good cocktail list. We ate in the bars restaurant which had a good selection of dishes to choose from. There is also an Italian restaurant on site if you fancied that. A very nice sun terrace out front meant we could sit out with coffee this morning and enjoy coffee after our excellent full English breakfast. Overall a very good experience at a very reasonable price. The bar gets lively on a Friday and Saturday night but the atmosphere was very friendly with several complete strangers chatting to me at the bar. We definitely plan to stay here again and would recommend.

"Disappointing"

3
05/04/2017

I stayed here for 2 nights on a business trip and the hotel is just OK. The heated towel rain in the bathroom was leaking and the room was small. They also forgot my early morning wake up call - not good when you are going to the airport. The bar attached is nice for drinks and the food is decent enough for pub food. Better places to stay in Sunderland.

"Welcoming"

5
27/11/2016

Have just stayed at the Roker hotel for the weekend and have felt very welcomed the whole time we were there, breakfast was lovely and Marie was very friendly and helpful, also made us laugh and was very chatty. Would definitely recommend.

"Too noisy!"

2
26/11/2016

We stayed at the Roker hotel last weekend as we were attending a party nearby. We opted for an executive suite with sea views. The room was pleasant enough (although it could have done with more adequate lighting) and we did have amazing view over the North Sea. Our main problem was the level of noise from the bar below us. Of course you would expect some noise on a Saturday night but I think a reading of 89 decibels from our room at 12.30 am is a bit too much! My husband phoned reception twice asking for the music to be turned down. The duty manager was very apologetic and visited us during breakfast the next morning to offer us a 50% discount on the price of our room.

"A lovely Evening"

5
26/11/2016

What a fab place poetic Licence is. What a fantastic Waitress Annie is!!! She was a pleasure to have serve us! Thank you for recommending the the Fireside Gin, what a beaut! Along with the excellent service we had... the hanging kebabs were brill. We will definitely be back when we come up to Sunderland again.

"Fantastic reception staff Great Italian restaurant."

5
21/11/2016

Stayed here recently with my family..We had a slight issue on arrival and the reception staff went out of their way to resolve it.Very patient and understanding and extremely helpful especially Alina .As a result I would definitely come here again. Also recommend the Italian Farmhouse restaurant which is attached to the hotel. Massimo the restaurant manager gives diners maximum attention and the food is great.Thank you for a great stay.

"Lovely Hotel,Great location."

4
21/11/2016

Stayed Friday and Saturday booking a double room on both nights.On arrival we were offered a free upgrade for Friday night to a larger sea view room which was really nice and then we had to vacate the next day and re book in to our double room at the rear of the hotel.Although it was a bit of a hassle it was well worth it as we will book an upgrade room the next time we stay at the Roker Hotel.The staff and facilities at this hotel are really good and we are already looking forward to our next visit.

"Impressed "

5
18/11/2016

I am currently staying at the rocker hotel, and will be leaving Saturday. I've been working nights apart from one morning and I can only say that Marie was very polite and attentive with breakfast. Also at night John has been brilliant, for someone like myself who stays in hotels week in week out can say that it doesn't come often for someone to be so switched on and ready to do something for you. I can honestly say that I would stay here again due to the upmost respect and attentiveness of the staff.

"Good Experience"

4
15/11/2016

We were upgraded to luxury suite which was fabulous, plenty of room and a great sea view. Unfortunatley my son and wife were given a small bedroom in the basement, very poor. Spoilt our experience at the hotel a bit, otherwise great.

"Bit disappointed "

3
14/11/2016

We stay at this hotel every November as we come for reunion weekend. Room was lovely staff on reception were great and went out of their way to help. As for the bar down stairs in the function room well could not believe that they had no brandy so we asked if they could go up stairs and get some from the other bar but was told sorry they don't have any either. Spoke to the bar manager who spoke to her manager and Hay ho they went out and got some, so would like to say thank you my friend only drinks brandy. Apart from that we had a fantastic weekend :-D

"Amazing Staff!"

5
13/11/2016

Stayed at your hotel and would like to say the two receptionists who checked me in were exceptionally helpful and catered to my every need. I think they were called Julie and Kirsty maybe but they are a credit to your company! Hotel was great , many places to eat and breakfast was really nice. All staff however really nice and friendly! Great location on the sea front many places to go and discover.

"Great Staff - Great Local Hotel"

5
10/11/2016

Stayed here on business for two weeks. Great venue, nice surroundings and lovely view. Only downside was that during the first week the breakfast was a little poor (took an age to arrive and when it did it was overdone) giving me the impression it had been left in the oven and forgotten about, but marked improvement the second week. Scrambled egg was like an omelette. Different chefs I think. Particular mention to Marie though our waitress who always met us with a smile and a warm welcome. Despite the breakfast thoroughly recommended.

"Great afternoon tea!"

5
10/11/2016

Great offer on in October for buy one get one free on afternoon tea, such a great deal. The food was great and had loads left to take away too. Being veggie they happily catered to what I wanted, would highly recommend. Always looked after very well by waitress named Andrea, always very friendly and great service.

"Great location, nice hotel"

5
09/11/2016

This place was perfect for an overnight stay and I could not fault this hotel at all. Staff were very friendly and helpful. The location was perfect and the breakfast was lovely as well. Would definitely return and recommended!

"Loved it!"

5
09/11/2016

Had a lovely romantic trip away with my partner. Room was spotless and modern and we had a super weekend. Staff were very friendly and couldn't have done more for us, and knowledgeable too on the local area. Great location - would definitely come back in warmer weather to enjoy the beach.

"Wow! "

5
08/11/2016

Booked an overnight stay as a treat fot me and my partner. This hotel was one of the best we have stayed in! Despite a problem at booking.com's end, Stephanie on reception was more than helpful and checked us in for that day. On arrival at the room we were wowed by how clean, spacious and tasteful it was. The bed was so comfortable, the room so quiet and the bath and shower were very powerful and the bathroom itself was huge! Little touches like the glass screen instead of a shower curtain, the light in the mirror and plug sockets on both sides of the bed made a big positive difference. The bar and coffee shop were very stylish and the free on site parking was both convenient and safe. The bar staff were friendly and professional and made us feel welcome. The location was great being right on the seafront and with the bus stop just outside. All in all, a wonderful stay and we hope to return very soon. Well done to all the staff for ensuring we had a great stay. ??

"great overall experience"

5
08/11/2016

Great place, great staff. Fab location right on the sea front. Depending how long your there for, good variety also. 'Let there be crumbs' great for afternoon tea etc. nice cocktail bar & italian restaturant. look forward to returning.

"Excellent hotel "

5
08/11/2016

When me and my partner arrived at the hotel, we were amazed at how close the hotel was to the beach! The hotel itself is lovely and clean and very quiet on a night time. The staff are very friendly and helpful. We would definitely stay here again.

"Great bar staff and G&Ts"

5
08/11/2016

Went to the Roker Hotel bar for a few drinks with friends. Excellent friendly staff and very attentive. Amazing cocktails and great to know that the Poetic Licence Gin is made "in house". Great location overlooking the sea too. Will definitely be going there again when back in the area.

"Poor first night good second night !!"

3
07/11/2016

We arrived at hotel at 3pm on 4th November and were given a room by a very surly / grumpy receptionist in the bowels of the hotel between some kind of housekeepers store and a kitchen area . The room (139) was tiny , shabby and rather in need of a face lift . We had passed notices saying that rooms were being upgraded and this certainly needed it . As we were only going to be using the room to sleep and not in at all during the day we accepted that's where we would stay and went off to visit the Metrocentre . We returned to hotel for bed at around 10 pm and went straight to bed as we had a very early start . We actually managed around 2 hours sleep all night ! The room above was occupied by elephants and every move shook our ceiling and the staff area next door had a fire door which banged open and shut ALL night ! This seemed to stop at around 6.30 am as we were getting up and I was told the housekeeper arrived ! As we left the hotel I spoke to two gentlemen who were on reception who could not have been more helpful . They advised me to pack up our bags and they would relocate us for our 2nd night . Both were helpful , cheerful and a complete change from the greeting we got in our first day . We returned to hotel mid afternoon on the 5th again greeted by our original receptionist ( she still had her grumpy disposition !!) but our new room was ready . We were given keys to room 148 ( I think ) and what a difference . A bright larger room . Lovely bathroom and spotlessly clean ! View over air conditioning units on roof but we could cope with that ! Our 2nd night was far more of an enjoyable visit and we managed to get some sleep . We had a lovely meal in the basement Italian restaurant , food was lovely and staff great . Overall a mixed visit to the hotel , we would return but would try to specify the room we would want to stay in - it certainly wouldn't be 139 !!!!

"Good value but....."

3
07/11/2016

Had difficulty finding the hotel in the dark as there were no lit up signs. Ended up phoning the hotel to find it. Made very welcome and the room was compact and very hot. The room did not smell of paint initially, however, in the night, as the pipes made noises, heating up, the smell of paint was exacerbated. The floor sloped away and the bed had not been levelled and so once in bed, realised that my head was lower than my feet. Not comfortable. It was good to have 2 chairs in a double room, however, the TV was so high on the wall, the only place to watch it comfortably was in bed, lying down. The welcome tray was in the wardrobe and I was not happy to have steam from the kettle going all over my clothes. Good sized bathroom, however, the pipes made a very loud noise when the water was turned on. Not sure if I woke up the neighbouring room whilst having a shower. Large gap under the room door, so the lights from the corridor, lit up the bedroom all night. Breakfast was beautifully served, however, sent back my hard poached egg. Felt my plate had been sitting under lights for too long. Shame really as I really liked the look of the hotel, however, it did not live up to my expectations

"Good modern pub"

4
07/11/2016

I hadn't been in this pub for many years and i was very surprised with it when i met a friend there last month. The place seemed very up market from what i remember, nice lighting, good music, friendly staff.

"Abismal"

1
01/11/2016

My family friends and I had a meal at the Italian restaurant 30/10/16 . I chose pasta , good job my friend had some peppercorn sauce spare , friend next to me had calamari as a main instead of a starter, she said it was " plasticy" . We chose prawn cocktail for our starters , one prawn each tonnes of Cray fish and watery sauce . To cut a long story short we ask if the manager " Chris " was available to to be by the staff member serving us " he's been sacked " .W e popped back the next day to have our whinge and whine to the duty manager , she said of We went back that night we'd " be well looked after " . We never went back and I won't be spending my money in there again . Walk down the sea front to Shagorika for a beautiful Indian meal. Just saying ??

"Lovely weekend"

5
01/11/2016

Stayed at the Roker Hotel for two nights, was there for Adam & Laura's engagement, party was lovely, room looked amazing!!! Room was very clean, didn't have a sea view but was very nice!!! Breakfast was plenty of variety, the only thing missing from the cooked breakfast was fried egg!!!! Staff were very helpful and very curtious!!!! Really impressed when we booked out on the Sunday morning, the reception staff offered us a goody bag for our journey home, was a lovely touch!!! Thank you for a lovely stay!!!

"Great view over breakfast"

3
30/10/2016

When booking I was made aware of some redecoration taking place. Whilst this did not effect me in anyway I was not sure if the decorators had reached my room. It was either a little tired or poorly finished. Upon arrival to my room, it was extremely cold. A quick adjustment to the radiator and 2 hours in the bar resolved the temperature. Breakfast was a real treat. The view with the sun rise was a real surprise. The quality of the food was very good and I must stress, all the staff were very helpful. Knowing I will be back in Sunderland over the coming months I would book again.

"Good Value"

4
27/10/2016

Normally as a solo male traveler you tend to get the pokey wee room furthest away from everything so I was expecting the same as I tried to locate my room. Imagine my surprise when I opened the door to find a family room with a king size bed and two singles. The room was clean and comfortable, the bathroom was also clean but the shower screen wasn't big enough and water ended up all over the place. I found the room to be very warm but it was turned down when I asked. On the first night I ate in the bar and found it to be up to the usual choice and standard of bar food and reasonably priced. On the second night I went to the Italian and enjoyed my meal in nice surroundings. The breakfast was OK but the service could have been better. On the first morning I was shown to my table but the waitress went away without explaining the set up. On the other two mornings I had to ask for my order to be taken. I felt the staff throughout the hotel to be polite but not overly friendly. The hotel is in a great location on the coast and a great place to base yourself for exploring the area. It was good value for money and would stay there again uf in the area and recommend it to anyone considering it.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest We do appreciate you taking the time to write a review on our hotel and are happy that you had a great experience with your bedroom But we at the BW Roker Hotel constantly monitor our standards and listen to our guests to ensure our services and expected standards are delivered consistently and sincerely apologize for your breakfast experience which we will discuss with our restaurant manager. But again, thank you for taking your time to review our hotel Best Wishes Management Team

"Awful"

1
24/10/2016

The room had wallpaper,coming of the ceiling, an ariel for TV stuck on top with less reception than I get in the lorry. Loud music and a fan outside that was still going round at 1o clock in the morning. This room was by the side of a club, no view except an alley way. Then breakfast 8 items in 4 different containers I requested another serving spoon for the beens and scrambled egg why, the eggs had gone black in places, cold mushrooms the list goes on.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your time posting a review as we do take all comments seriously and they are also shared with the team. Please rest assured that we have taken your criticism on board and will certainly endeavour to improve on our performance and attention to detail in future. Please accept our sincere apologies for the disappointing experience you encountered at our hotel. Yours sincerely Management Team

"Excellent location"

5
21/10/2016

I spent 4 nights at the Roker Hotel, my room was warm and comfortable. The food at the Italian restaurant was excellent and the prices very reasonable, I ate there every evening. My room was at the back and was very quiet, I would stay there again.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest We have read with pleasure your review and would like to thank you for taking the time to post it. Your feedback is greatly appreciated and so are your positive comments on the BEST WESTERN Roker Hotel and we are naturally grateful for your recognition. We look forward to seeing you again as we promise to continue our efforts to improve. Yours sincerely Management Team

"Really impressed"

4
19/10/2016

We stayed here as we were attending a wedding nearby. We were really happy with our room and the hotel amenities and just wished we were staying longer so we could sample them more. The bar and restaurant both look great and if we do come back we'll definitely be sampling the cocktails!

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for taking the time to write such a positive review and can assure you that we will share your comments with our team. Our public bar, Poetic License has a great reputation for cocktails and hope to welcome you back to our hotel soon so that you can sample more of them Best Wishes Management Team

"Very impressed"

4
18/10/2016

Never been to Sunderland before, but we we went for a wedding and stayed for 2nights. Its very lively with a Italian restaurant on site and a great bar with a tea room which has the breakfast in the morning. Our rooms were modern but very dim. We had a disadvantage of the room being very over hearted which we had to open all the windows and request a fan which they gave to us once we asked. Overall we enjoyed our stay and when we come to Sunderland again, we would say here again. Thank you for a good 2 days. Emma

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for taking time to post a review and I would also like to thank you for the positive feedback which has been taken by all of us as a reward. It's nice to know that our hard work is recognised and appreciated. The team has been making an effort to improve our guests overall experience with us and your comments are a reflexion of that effort and a great incentive. We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"Amazing hotel!"

5
16/10/2016

We stay at the hotel often. What can I say? Lovely hotel, amazing food, the cocktails are to die for, the receptionists are polite...The room itself could use a touch of paint, but the bed and bath make up for it! Will definitely stay again!

Manager184, Manager at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your positive feedback and we are pleased that you had a wonderful experience at our hotel. We can assure you we will pass your comments to our reception team and we look forward to welcoming you back to our hotel soon into one of our newly refurbished bedrooms as we are currently refurbishing them. Best Wishes Management Team

"October 2016"

3
10/10/2016

The location of the hotel is excellent. The staff are very polite and helpful. The only issue is the bar under the hotel, this plays loud music so if you have children, or just don't want to hear this through the floor, then ask for a room away from the bar when you book.

Manager184, Manager at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Firstly our apologies if you and your family we disturbed during your stay. We do have some bedrooms located about our bar and had we been made aware of your problems we would had encountered we would have allocated a bedroom in a different part of our hotel. We do appreciate you taking the time to review our hotel and hopefully look forward to welcoming you back soon Best Wishes Management Team

"Fab hotel, great location."

5
08/10/2016

We stayed with 6 friends and location great, hotel lovely. It seems to be the 'in place' to be! We stayed for long bank holiday weekend and the bar area at night was heaving. Lots of loud music and youngsters partying. Not the place to go if you want a quiet drink. Lots to do in the local area, people of Sunderland are some of the friendliest I have ever met. Breakfast at hotel was lovely with excellent selection. All in all we had a great time.

Manager184, Manager at BEST WESTERN Roker Hotel, responded to this review
Dear Guest We are pleased to read your review and that you and your friends enjoyed your stay with us. The hotel has a variety of places to eat and drink and hosts a very popular bar named Poetic License which attracts not only local customers but is a destination bar and hosts visitors from all over the region. We would like to thank you for taking the time to review out hotel as we do value customer feedback and hope that you will give us the opportunity to welcome you back to our hotel soon. Best Wishes Management Team

"Great hotel great location"

5
07/10/2016

Stayed for two nights at the Roker hotel, our double room was quite small and dated but was fine for what we needed, The hotel had a great bar/restaurant (The Poetic License) which had a great choice of drinks we ate there on the first night and the food was excellent as was the service. Breakfast was very good, continental and cooked choice. Second night we ate at the on site Italian Farmhouse restaurant which was also very good. Extra treat was seeing the illuminations outside all along the seafront. Would definately reccommend this hotel as great location and great value for money if staying in the Sunderland area

Manager184, Manager at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your kind works and it is good to know that the teams hard work is appreciated. We are working tirelessly and listen to our guests to improve our services and it is fantastic to have your recognition. We do have a number of lovely areas to eat within our hotel and are pleased you managed to sample two of them We look forward to your next visit and hopefully impress you once more and maybe you can try Let There Be Crumbs! Yours sincerely Management Team

"Uncomfortable stay"

2
04/10/2016

There is a very very nice Indian resturaunt downstairs which I really liked and do reccomend the lamb balti, but as the only menu being cury - may not be to everyone's taste.. My stay in the room was uncomfortable, having just finished the west highland way and starting back to work in Newcastle for a following day i was hoping for something reasonable. I had a doubel room 105 and as soon as I got in the room I could hear the hustle and bustle of the resturaunt downstairs like it was next door with very thin walls.. Loud. The toilet / shower had no extract working so i'm sure you can imagine that was not pleasant.. The water in the tap did not drop below tepid after running for a few minutes running even in early October, the shower was pleasently hot however. That being said the room does not have air con or ventilation (I checked for grilles everywhere) only underfloor heating which I switched straight off.. I woke up at 4am swealteringly hot and opened the window although with a main road and street lights outside this left me having to let the light and noise in just craving the odd whiff of cool air. I booked through Capita and will be asking them to ensure nobody from my company is placed in this hotel again.. It's not conducive to a nights rest before a days work.

"Never again"

1
04/10/2016

Trek up 3 flights of stairs and down 4 flights just to get to the room. Broken curtain and blind, dodgy lamp switch, VERY noisy plumbing, very noisy guests in adjacent and upstairs rooms with extremely large feet. Noisy until 3am with restaurant/bar patrons leaving. Comfortable bed, that's all.

Manager184, Manager at BEST WESTERN Roker Hotel, responded to this review
Dear Guest We would firstly like to thank you for taking the time to review our hotel. As you are aware the hotel has lots of character and some wonderful food and beverages areas to enjoy within it. We apologise if you were not made aware of the lift that accesses the first floor but due to the age of the building some bedrooms are not as accessible as others but had we been made aware that there was an issue with your bedroom we would of assisted you with an alternative bedroom. Thank you again for your feedback and would love to welcome you back to our hotel in the not too distant future. Best Wishes Management Team

"a very pleasant stay."

5
03/10/2016

We had executive rooms which were fab. The food was excellent. The views from the rooms of the sea was really great. The hotel was had a great atmosphere. It had a coffee shop with delicious homemade cakes and smashing coffee. We wouldnt hesitate to recommend this hotel and we will certainly be staying again..

Manager184, Manager at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for taking time to post a review and we would also like to thank you for the positive feedback and are pleased we were able to impress you. We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"Great place to stay"

5
01/10/2016

Booked this last minute and was not disappointed. Very friendly staff who couldn't do enough for you. Great amenities and very comfortable bed. Our room had a beautiful sea view which we both loved . Having a good selection of pubs and eateries on the doorstep makes this a perfect place to visit.

Manager184, Manager at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your kind works and it is good to know that the teams hard work is appreciated. We do work tirelessly and listen to our guests to improve our services and it is fantastic to have your recognition. Yours comments are the best reward our team can wish for. We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"The little things let it down"

2
25/09/2016

Why are so many modern businesses so badly run? And why, in the hotel and hospitality industry where customer service is so important are so many company's so inept? Stayed for one night in a single room – by coincidence the same room I had stayed in around two years previously. Small, with a single bed, but functional and clean enough. An early night after a very late night the previous evening. Woken at around 10pm by an elderly couple trying to access my room. They had apparently been allocated the same room (yet how the hotel thought they were going to fit into the single bed was anyone's guess). OK, a mistake, but you would have thought that hotel reception might have at least just phoned to apologise? At breakfast, coffee failed to materialise. When prompted again, the coffee was brought but there was no apology for the oversight. Table was unpleasantly sticky and in need of a good wipe down. Went to shave before checking out and found the shaver socket in the bathroom did not work. (I then remembered, I think correctly, that the shaver socket didn't work the last time I was allocated that room and pointed it out to the hotel). Luckily I had no work meetings the next day, so being unshaven was annoying but not vitally important. At check out the receptionist didn't ask whether everything had been OK (perhaps for good reasons) and I pointed out that the shaver socket didn't work. Again, no apology or even an offer of some solution to my unshaven state. She then wanted to charge me for two breakfasts as that is what my account said (so one night in a single room with a single bed and the hotel believed I had two breakfasts. Really?). Again, no apology. Good customer service is a simple matter of common sense and common politeness and decency, something sadly missing on my latest visit.

Manager184, Manager at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your time posting a review but we are however disappointed that on this occasion we did not meet your expectations. We are desolated that you were disturb in your room however this was not due to a misallocation by our front office but rather a very confused elderly couple that got their room number wrong. We entirely agree the receptionist on duty should have had the foresight to realise you had been disturbed and called you explaining and apologising for the inconvenience and we have conveyed that to the relevant team member. Our senior receptionist did attend to your queries in a diligent and caring way taking prompt action to immediately resolve the issues raised and whilst apologetic and it was her understanding it all had been resolved to your satisfaction. It saddens me to learn from here that you felt it was not resolved fully and as a consequence that we were not given the possibility to remediate further had we been given the opportunity to do so then. We have two engineers on site for our 43 bedrooms which allows us to attend to any issues in real time as well conducting full inspections every quarter to ensure that not only do we provide the best customer care possible but also to ensure that we are compliant with Best Western standards where we hold a top 10 position across the BEST WESTERN family on our quality assessments conducted annually. We seem not to have been to our standard on this matter but we have however in the meantime resolved the issue with shaver socket. Whilst your full feedback has been shared with the team please accept our sincerest apologies and appreciation for bringing your views to us for it is only by comments from our guests that we are able to monitor and rectify when necessary any shortfalls in the business we operate. Yours sincerely Management Team

"Breakfast was not good"

1
25/09/2016

Had breakfast today, was over priced and cold. My major issue was hygiene though. The waiter was carrying cups with his fingers in all of them and setting the table with them. Also he carried the cutlery in his bare hands and wasn't holding them by the handle. Will not be going again!

Manager184, Manager at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for taking the time to review our hotel and our sincerest apologies. We are concerned by your comments and can assure you they have been shared with the team member who served you that morning and they have been re-trained to company standards. We would appreciate it if you could contact either our General Manager or Deputy General Manager at our hotel to discuss your experience but again thank you for your feedback. Yours sincerely Management Team

"Great place "

5
23/09/2016

After completing the coast to coast this was our final stop for celebration. We were so grateful we had a bath in our room as a soak was much needed! The breakfast was such a good selection, and very well decorated. Also made use of the bar which again was great, very modern, really good atmosphere. Only downside was we tried to eat at the restaurant at around 9pm we found it had closed... Although it was a Sunday we thought this was a little early to close. However still really impressed with everything else! Would recommend, many thanks

"Starting to become tired"

4
22/09/2016

This hotel is in a great location right on the beach with fabulous views out to sea. The bar and the restaurant offer good quality food and cater for a range of tastes with a modern theme. These are the reasons I stay here. However in the last 12 months the hotel is starting to look tired in terms of décor in the guest bedrooms and hygiene/cleanliness of crockery and cutlery for breakfast service is questionable at times.

"Nice"

4
20/09/2016

Nice rooms clean and tidy, can only comment on exec rm, but very spacious, could do with a fridge though. Very cool and trendy bar, it gets a bit noisy on a weekend as it's very popular, great atmosphere. Italian style restaurant we found to be very nice, quite ok on price. Crumbs tea room, coffee and breakfast clean decent value. Use hotel at rear of hotel as front constantly busy and full. Had our wedding reception their in the 80s, place even better now. Stay up late on weekend and enjoy.

"Girls weekend "

5
16/09/2016

Stopped here 02/09/2016 and I must say it was a beautiful place to stop, the view wasn't up to much but the rooms we booked were both clean and fresh and very comfy, the staff were great too very helpful will defo recommend to friends in future and have already booked up for next year

Manager184, Manager at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your kind works and it is good to know that the teams hard work is appreciated. We do work tirelessly and listen to our guests to improve our services and it is fantastic to have your recognition. Yours comments are the best reward our team can wish for. We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"Nice hotel...."

3
12/09/2016

We stayed at the Roker hotel for two nights. Upon arrival it looked like a very smart hotel with a nice looking bar and Resturant. Check in could of been a bit better, one of the front desk staff seemed like she was having a bad day and customer service wasn't high on her agenda. We were allocated our room which was number 128 and was located at the top of the hotel which was fine until we realised that this room is actually the fire escape route and had a room key behind a break glass on the outside of the room door and the metal escape stairs were right up to the bedroom window!!! Not the ideal room to say the least. We did ask to move rooms and the hotel agreed to this and moved us into one of the better rooms. Nice touch but the room is on the main corridor and boy do you know about it!!!! My mother in law was put in a room in the basement which was like an inferno and upon talking to the cleaner who worked at the hotel she explained all the heating pipes run along underneath the rooms in the basement. So if you are going to stay here make sure you ask not to be put here unless you like sleeping in a sauna!!

Manager184, Manager at BEST WESTERN Roker Hotel, responded to this review
Dear Guest We do appreciate you taking the time to write a review and Your feedback is greatly appreciated. Unfortunately regarding the heat in the hotel, this is due to the hotel having the hot water pipes running under some of our bedrooms floor and this is purely down to the age of the building and this does result in some bedrooms being a little warmer than others and we do apologize if this. Again thank you for your review and we look forward to seeing you again as we promise to continue our efforts to improve. Yours sincerely Management Team

"Nice hotel "

4
09/09/2016

Stayed one night as we were seeing a show at the Sunderland empire theatre. The room, a standard room appeared a little 'tired' in places, however it was well cleaned. There is no air con in the room, and it was extremely hot in the room even with the window open. On going out we asked for a fan which they delivered and left running for us whilst we were out. Unfortunately it did not seem to make much difference, leading to us not having a good night sleep, despite the bed being comfortable! Breakfast was of a good quality, nice produce and freshly cooked. Staff were friendly and welcoming. Despite my issue I would stay again, but in a bigger room.

Manager184, Manager at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for choosing our hotel for your recent stay when visiting the Sunderland Empire. We do apologize for the heat in your bedroom but appreciate your comments regarding our staff and we can assure you we will feed them back to our team. We do value feedback and thank you for taking the time to review our hotel and look forward to welcoming you back to our hotel soon Regards Management Team

"Overnight for business"

4
09/09/2016

Nice modern hotel and room, stayed in a cozy standard room at the back of the hotel which was relatively small but had everything needed for an overnight stay. Great location right on the coast (had a fantastic early morning run on the beach) and parking a no problem even if arriving late at night. Think got a deal on the room at just over £50 which including breakfast is great value. Room was very very hot and had a faint din from the brewery/factory down the side street. Breakfast itself is only served til 9am, I was a little late and they had already started packing up but still brought out a lukewarm hot breakfast with fresh coffee, toast, melon and juice, there was the option to sit outside. The staff seemed stressed rushed which I don't like in the morning and the cleanliness of plates/cutlery etc was smeary. Worked next door in the hotel bar and veranda overlooking the sea for the morning which was a lovely place and a nice environment.

Manager184, Manager at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Your feedback is greatly appreciated and so are your positive comments on the BEST WESTERN Roker Hotel and we are naturally grateful for your recognition. We have noted your comments regarding you breakfast experience and can assure you that they will be discussed with the restaurant manager. We look forward to seeing you again as we promise to continue our efforts to improve. Yours sincerely Management Team

"Great place"

5
07/09/2016

Excellent hotel with extremely helpful staff. One of the best Best Westerns I have stayed in. There is a restaurant within the hotel which has a relaxed feel to it. We had breakfast in here which had a variety of items to chose from. There is a bar next to reception which has a nice atmosphere. The staff are friendly and professional, this was through out the hotel, bar and restaurant. You really could not fault the staff at all. All polite, helpful and friendly. We cycled finishing here on the coast to coast route and found it was convenient and a great place to stay.

Manager184, Manager at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Your feedback is greatly appreciated and so are your positive comments on the BEST WESTERN Roker Hotel and we are naturally grateful for your recognition. The hotel does host a number of facilities and are pleased that you have the opportunity to experience some of them when you visited. We look forward to seeing you again as we promise to continue our efforts to improve. Yours sincerely Management Team

"Disappointing and expensive. "

2
05/09/2016

I booked an "executive" room for a wedding I was attending. I was maid of honour so my room was being used for getting the bride and bridesmaid ready the morning of the wedding and also for the photographs. I paid £240 for 2 nights which was allegedly discounted as a wedding guest and I can only describe the room as "shabby". The carpets were stained and the bathroom was tired and old. When you used the shower it flooded the bathroom. The room was ridiculously hot even with the windows wide open and there was no fan or air con. Other guests booked standard rooms at this hotel and paid £160 for two nights and their rooms were no larger than a closet and again very hot. The staff at the hotel were however all very helpful when needed. The executive room did not look anything like the photo you get when you search the room on the Internet.

"Wedding Fantastic , Bedrooms where you cant sleep please read full review"

3
05/09/2016

we stayed at the Roker Hotel on Friday and Saturday night to attend our daughters wedding on the Saturday night. we cant praise the wedding team to highly, they were absolutely amazing,we shouldn't single out certain people but have to mention 2 special members of staff Jill and Colin who were exceptionally professional and friendly people. We had a meal in the Italian farmhouse on Friday night for 18 guest who were staying and again the staff and the food was fantastic. we did feel very let down with the room we booked and paid extra for. the which was described as an executive room with sea view was not what we would have called executive(rather small for an executive room) and the sea view was obscured by the sign for the bar below.i would describe a bedroom as a sanctuary to get away,relax and have a good nights sleep but after our meal on friday night when we decided to retire to our rooms around 10pm to have an early in preparation for the wedding on Saturday.the problem was that we were above the bar and the music being played was unbelievably loud in our room. i called reception who told me that the music who stop no later than 11.30 at 12.50 i was told another 30 minutes and then the people would be leaving ,so therefore if you wish to sleep either stay up until 1 o'clock in the morning or stay somewhere else. i did speak to the manager on Saturday morning regarding the content of this review ,he explained that there are no quiet rooms in the Roker Hotel and the music in the bar was essential to attract customers to there bar,i understand that Roker hotel is a business but customers should be forewarned about the noise in there bedrooms. the manager did say he would speak to the general manager and other teams to pass on my remarks but i heard nothing by the time of check out on Sunday. im not surprised by this as i did email the Roker on the 25th august with a tongue in cheek request regarding hosting a meal for 18 people and hoping the restaurant manger could take pity and offer some sort of discount ,i never got any reply and the only complimentary was half a slice of bread per person and some butter and dips ,which were very tasty, all i all i would say that the staff are very nice polite and extremely helpful,but as far as customer service and follow up discussions from the management its non existent.

"Excellent Wedding reception"

5
02/09/2016

My daughter recently was married at the Roker Hotel. Everything was very profesional, the food and service was excellent and all the staff were very very good, ensuring that everything ran smoothly. I would highly recommend the hotel for a wedding.

"Lovely hotel just a little warm"

4
28/08/2016

The hotel is a fabulous find for the money. It's right on the sea front with ample restaurants on site or just down on the sea front. The room is well decorated with fabulous soft towels and the added bonus of a bath. Breakfast was delicious with a lovely selection of buffet items and the cooked breakfast was good hearty food. The only downside was the room was far too warm, there wasn't enough air coming in through the window and no fan in the room.

Manager184, Manager at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for taking the time to review our hotel, and we are sure your comments will be greatly appreciated by our staff who work tirelessly to ensure our customers are looked after whilst staying with us. We do value feedback and can assure you we will forward your comments to our team and look forward to welcoming you back to our hotel soon. Regards Management Team

"Poor Bedroom"

3
26/08/2016

The hotel itself has a beautiful position but unfortunately we felt very let down by the standard of accomodation offered.As we were only staying for one night we booked a small double room,what we were not aware of was not only was the room small but the bed was certainly not big enough for two.The bed itself was up against a wall and radiator therefore to get out I had to step over my Husband,absolutely ridiculous.I have never slept in such an uncomfortable bed,unable to get any sleep. Another down side to this room was that the en-suite was on a different level to the bedroom and you needed to go down two stairs,this meant the light needed to be left on so as not to have an accident in the dark. The bedside light was so very dim it would have been impossible to read. The room to which I refer was 113.

Manager184, Manager at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your review and we apologize if the bedroom was not to your expectation. As you may be aware we have a number of different types of bedrooms from single rooms, cosy doubles, standard doubles and executives bedroom and clearly from your reservation you have reserved one of our cosy doubles. We would recommend that guests if they have specific bedroom requirements contact the hotel directly as we can discuss their specific needs on a one to one basis but we will of course feed back your review to the relevant department manager. Regards Management Team

"Another good stay"

5
23/08/2016

This was our second visit to this hotel, we love it becuase of the great sea views, great staff, delightful italian restaurant in the basement and excellent value for money, would definitely recommend.

Manager184, Manager at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your time leaving a positive feedback and is good to know that the team's hard work is appreciated. We are working tirelessly and listening to our guests to improve our services and is fantastic to see your recognition. That is the best reward our team can wish for. We look forward to your next visit and hopefully impress you once more Yours sincerely Management Team

"Unbelievable wedding venue"

5
22/08/2016

Recently had our wedding at Roker hotel and they couldn't have done better! The staff were amazing, in particular Jill, Colin and Sam J, they did everything possible to make our best the best ever! I would highly recommend. Food and drink was absolutely lovely and the room itself looked beautiful. Thank you for such a wonderful day xx

Manager184, Manager at BEST WESTERN Roker Hotel, responded to this review
Good afternoon Firstly congratulations on your wedding day and we are so pleased you decided to choose our hotel to host your very special day. We would like to thank you for your kind words and can assure you we will pass them our team. And finally on behalf of the management and staff we would like to wish you a long and happy life together Regards Management Team

"Roker & Monkwearmouth is our Ancestral home hence our visit"

5
20/08/2016

Our third visit to this hotel wouldn't dream of going anywhere else. The hotel is central for our visits and meets our needs for sight seeing. It is also has nearby bus stops.which assists us as neither my cousin or myself drive. Regards June Jobling

Manager184, Manager at BEST WESTERN Roker Hotel, responded to this review
Dear Guest We are so pleased to hear that you enjoy staying at our hotel and that it meets your needs. The regular bus service which does run regularly and is literally right outside of the main entrance to our hotel taking you directly into the city where there are national bus and rail links and we so are pleased that you were able to make use of it. We do appreciate you taking the time to write a review and we look forward to welcoming you back to our hotel for your fourth visit Regards Management Team

"Disappointing this time"

3
19/08/2016

Having stayed here in January 2016 I was happy to stay there again. Disappointed on this occasion. Smallish room though well equipped except that the internet link would not work at all. Slow service in restaurant and tables that i recall were sticky to the touch in January and again in August. Restaurants that were not so busy or nearly full should not need to apologise for slow service unless the staffing levels were wrongly set. Poor communication between reception and restaurant re last order times for meals then delivering starter and main course together!

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your time posting a review as we do take them seriously and they are shared with the team and improvements made where necessary. Our aim is to improve always where necessary and therefore your comments are valuable and being looked upon. Please be rest assured corrective measures have been actioned to ensure the issues such as the Wifi are rectified and we can assure you that appears to have been resolved. You have also commented regarding your experience in our restaurant which has caused us some concern as you have perceived that there was and issue with service and staffing levels which will be discussed with the department manager. Please accept our sincerest appreciation for bringing your views to us for it is only by comments from our guests that we are able to monitor and rectify when necessary any shortfalls in the business we operate. Yours sincerely Management Team

"Very Good Hotel For The Price"

4
18/08/2016

I stayed at this hotel for one night. It has a restaurant and bar both of which are comfortably furnished. The bar sold a wide range of real beers and lagers and while I didnt have an evening meal in the restaurant the breakfast was very good and worth more than the extra fiver it cost. The hotel public areas and my bedroom were exceptionally clean. Everything in the bedroom worked properly. It had tea and coffee making facilities, an iron and a TV with a remote that actually worked. There were additional bath towels and pillows provided. I did have a lengthy walk upstairs, and then along narrow corridors and down stairs to reach my room - so not one for heavy cases or someone with mobility issues. The door to my room and my neighbours rooms had to be slammed shut to close them and there was noise at 5:30AM which I put down to the kitchens preparing for breakfast. A good pair of earplugs would be recommended. In summary the hotel was clean, tidy and functional with excellent facilities. The layout issues are what you can expect from an older building and the noise problems could be overcome with earplugs. Overall the hotel provided excellent value for money. I will stay there again would recommend it to anyone looking for a good hotel at a budget price.

Manager184, Manager at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for the positive feedback which has been taken by the team as a reward for the effort. It is always gratifying to know our hard work is recognised and appreciated. We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"Too many stairs and not enough parking spaces!"

3
18/08/2016

I found this hotel not too bad . The rooms are good and the staff are pleasant . The only thing I didn't like was the fact that some of the rooms are miles away in the hotel and up and down numerous flights of stairs but other than that its a good hotel for a short stay.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for taking time to post a review and we would also like to thank you for the positive feedback which has been taken by the team as a reward for the effort and to know that is also appreciated. As you may be aware we do have a lift which access a number of bedrooms and had we been made aware of any issues you were encountering with the allocation of your bedroom we would have endeavoured to allocate you a bedroom on the first floor as our aim is to improve where possible and therefore your comments are valuable. We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"Sunderland Best western"

4
16/08/2016

Stayed one night at this hotel when passing through Northumberland. Beach and sea just across the road an added incentive to stay here. Clean room and good service. Excellent service at breakfast with plenty of choice. Good internet connection in bedrooms.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Firstly we would like to thank you for you review as we do appreciate customer feedback. Your comments are extremely valued by the management team and as you have mentioned the hotel is in a beautiful part of the North East Coast with some stunning views of the pier and beach. We do hope to welcome you back to our hotel and hope you enjoyed your visit to Northumberland. Best Wishes Management Team

"Midnight Wee"

5
12/08/2016

I live in Sunderland, near the city center, and on a random midnight stroll to the beach I found myself in need of the toilet. I was in a bit of a pickle. I thought I would chance to see if I could use the lavatory facilities at The Best Western Roker Hotel, honestly I was expecting to be turned away. So at 2am the night porter, an older gentleman, answered the door and kindly let me use the facilities as I was in dire need for a wee. I was very thankful and he greeted and bid us farewell with a cheery smile, something not expected at 2am. I really appreciated the hospitality, it's nice to see that it extends to members of the public as well as patrons, tar so much you gent.

Manager184, Manager at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your feedback and we appreciate you taking the time to contact us. We can assure you that we will pass on your comments to the night porter who I am sure will also thank you for your kind words. Best wishes Management Team

"Don't stay here if you want to eat"

2
31/07/2016

What has happened to the previously excellent food provided in the bar area? Hardly ever available according to the gruff uncaring staff...on 29/7 at 8pm was told no more food "chef said"..no other reason given...on 30/7 at 5pm was told not available as chef had said "knock the food on the head for a while"...apparently he had "things to do"...was advised to wait an hour or so...upon asking at that time was informed no more food was to be served that evening...an hours wait for nothing...All this despite menus lying around advertising food from "12noon to 21.30"...EVERY day"...used to love eating here from the very extensive menu..seems my feelings are shared by many frequent visitors...staff don't seem to 'give a toss' either..absolute shambles

"Wedding day- couldn't of asked for anything better!"

5
30/07/2016

Where do i start!!! Myself and my husband got married here in may and it was truly the best day of our lives. The staff were so welcoming and attended to our guests and our personal needs! I could not of asked for better service. My wedding hall and reception looked stunning. My wedding planner Jill is phenomenal! She seen to it that every detail i wanted was in the wedding and she made me the proudest bride. Always kept in touch and nothing was too much to ask of them. Would recommend to everyone! Thankyou to all the team from the bottom of our hearts. My family and friends loved our day and I'm so glad I chose this hotel. Lindsey and Martin Clarke Xxx

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Lindsey and Martin Thank you for taking the time to write a review regarding your wedding day in May. A wedding is one of the most important days in a couple's life and we at the BW Roker Hotel endeavour to ensure that we carry through a couples dream day. We can assure you we will pass on your comments regarding Jill to her and also to our team as we are sure they will appreciate your kind words. Finally on behalf of the Management and staff of the BW Roker Hotel we would like to wish you a long and happy marriage together Best Wishes Management Team

"Still an excellent hotel - pity about the airshow weekend events..."

4
26/07/2016

We returned to the Roker Hotel between Saturday 23rd and Monday 25th July. Basically for the airshow weekend. I wrote a review of this hotel almost a year ago as we go back a long way...and last year was the first time I'd been there for several years (we used to stay here two or three times a year at one point for family visits!). I'm glad to see little has changed since our last visit because I think the latest refurbishment works have been superb. Lovely interiors and it hasn't spoilt the unique feel and huge character of the place - it still feels like the hotel I fell in love with as a child. I like the feeling of familiarity and I wouldn't change this place for the world... It's exactly how I like a hotel. I judge the Roker as the ‘benchmark' of all hotels I stay in. It has a lovely feel about the place and it's character is what has kept drawing us back for literally decades, now...! We had Room 127 again, which is found up on the second floor. Barring the addition of a new, large TV (very nice!), it was more or less the same as last year. Very clean, a decent sized bathroom, enough toiletries/tea/coffee and comfortable beds. A few minor marks on one of the walls showing wear and tear but certainly well within the boundaries of acceptability. I had no trouble in sleeping and even though it was very warm outside, the sash window provided enough fresh air. As it was the airshow weekend, things were a little different. The local radio station were out in the car park during both evenings we were there (I'd like to dub it ‘Concert In The Car Park'!). My father was a little worried about getting to sleep, but it was finished by 11pm on the Saturday evening and shortly before 10pm on the Sunday. Lots of people were outside enjoying themselves and the security staff on site done an excellent overall job from what I could see. It was a little irritating having to explain we were guests every time we tried to get back into the hotel's reception area, but understandable given the events in the car park. We had to have breakfast in the Italian Farmhouse on Sunday morning which felt a little odd, but there we no issues with general service and the food quality decent. I also liked the decor - although a bit dark for a breakfast setting. We were back in the ‘traditional' dining room that's Let There Be Crumbs for breakfast on Monday morning which we both preferred - plus table service for cooked breakfasts being a notable bonus. I'm not fond of self-service breakfasts considering the amount of money you pay to stay there... Poetic License was as I remember it as I'm a huge fan of the decor - particularly the copper table-tops and button-backed leather bench seating. Everything was also more or less spotless. We ate in there last year and the food was first class. However, no food was being served in there over the airshow weekend, which I feel was a great omission. Just one point, we were told by the bar staff that they didn't sell the bottles of gin they distill there...?! I'd have asked why but given it was a busy weekend with lots of people to serve, I didn't want to ask as to why... As for the service - considering it was very busy, I had no real complaints and the staff were warm, welcoming and friendly enough towards us. This was in all departments of the hotel. Why have I dropped my opinion of the hotel from five stars (from last year) from to four? There's two reasons: My first point is that during this weekend, we couldn't actually have an evening meal at the hotel. No food at all was being served in Poetic Licence and the only place available was the Italian Farmhouse. That's all well and good, but what if you don't like Italian food?! What are you supposed to do?! It was all academic really, because it turned out to be full when we walked down there... In the end, we had to walk a mile down the coast to a rival hotel (that we've also stayed in before) for a proper evening meal. Fortunately, they were accepting non-guests in their restaurant and as it turned out, we weren't the only ones eating there from the Roker Hotel! On the second night (Sunday), we decided to stand with the gathering in the car park with a burger from the barbecue and watch some of the party that was going on. We weren't prepared to make another two-mile round walk just to have a traditional evening meal. It's as if the Roker's guests during this busy weekend are very much an ‘afterthought' compared to those simply walking off the streets. It's not what you expect when you've paid a lot of money and booked almost six months in advance to say where for that particular weekend. No reservations or provisions were made for those staying over - other than a presumption that everyone either liked Italian food or weren't bothered about eating. It was a case of be in the car park with barbecue food or go somewhere else (as I said, we don't eat Italian food and the Italian Farmhouse was full). My second point is that getting hold of a permit to get though the closed roads due to the airshow is more or less impossible, now. Years ago when we've been up for the airshow, we used to have the permit posted to us three weeks in advance to save any hassle - so we know 'the drill'. Now? It's a different story, sadly. We phoned the hotel no less than four occasions up to a month before the event to try and secure a permit to be allowed through to the closed-off area ,but all we were told to simply park around the back and call nearer the time. This is only time where the staff weren't helpful and didn't seem to have any information to hand. No effort was made to reserve permits for guests, it seemed. If it wasn't for bringing our e-mailed booking confirmation and managing to find someone who finally let us though the barriers that closed the roads (even to the back of the hotel), we would have been absolutely stuffed to get anywhere near the hotel before the airshow finished - as it turns out they'd “run out” of permits anyway...! This was by 10am when we arrived! So, it seems the hotel are no longer allocated enough to cover the paying guests or they're handing them out to non-guests. When you're traveling in the region of 175 miles and have paid close to £400 to stay there, this isn't what you'd expect to have to deal with. Again, it's as if the hotel guests are very much an ‘afterthought' compared to those simply walking off the streets. Completely the opposite to how they operated 20 years ago. Luckily, knowing the hotel so well and over so many years, it was just a case of accepting the unusual circumstances, accepting it was a very busy weekend due to the airshow and bearing it. A new guest may not have been as accepting/understanding as we were, though. All I'll say is that if we were to come up for the airshow again, I would have to consider staying at their rival down the coast road though - which was still operating as a normal hotel rather than an ‘entertainments venue with rooms'. I don't want anyone to take this the wrong way or in too much of a negative light - as I do adore the Roker Hotel and myself and my family have many decades worth of history there... It's our ‘default' choice whenever we're up in the area and it still is. However during the airshow weekend, it's certainly not the hotel it once was and for that reason alone, for that weekend only, I would consider staying elsewhere if you feel any of the above points would also irritate you. I want to put these points across as constructive criticism, rather than a ‘moan'. This is from someone who has personally been coming to the Roker since the back end of the 80's and knows this hotel more or less as well as my own home. It obviously does a lot of things right...! There's no doubt I'll be returning to the Roker Hotel in the future. As I said at the start of this review (and indeed in my one last year), it's a place that means a lot to me and my family. It's served us perfectly well for decades. However, now experiencing what they now do over the airshow weekend, I would have to think twice if I was to come up for this particular weekend again. At any other time of the year though - no problem, it's still my ‘default' hotel in Sunderland!

"Very nice "

5
22/07/2016

Great hotel , rooms clean tidy and well equipped , good bar with 2 or 3 restaurants to choose from , I had the bar food and was really good . Nice outdoor area to sit out overlooking the seafront . Breakfast was good with plenty of choice too . I will gladly come back and stay here

"Third visit to this well located hotel"

4
17/07/2016

Enjoyed a two night stay, pleasant room and bathroom with plenty of hot water towels etc very clean. Excellent breakfast plenty of choice. We had some problems re our on line credit card booking, but this was sorted out by very helpful manager.

"Very different experience from other visits here"

2
15/07/2016

I stayed for 1 night with work, if I had been booked in any longer I would not have stayed. Usually great place to stay, not this time. Was in a room that was in the basement. Awful. When I finally found the room - up and down several narrow flights of steps with 2 bags it smelt very strongly of air freshener. Found an electric air freshener plugged in - always suspicious. No wardrobe - just a rail to hang clothes. Across the way the door was open to what I assume was a duty room for staff - door to outside was wide open. Couldn't face the trek to the dining room so had room service. No menu so I had to guess what they might have as person taking the order on the phone was not the most helpful. Person next door very noisy and swearing a lot - quite scary considering how isolated the rooms are down there. Not able to get into main car park - parking at the back of the hotel is quite a long way away with bags etc. Would not choose to stay again. On check out was advised some one would have taken my bags - not really much help as I was leaving. I also suggested they should tell people booked into these rooms that they are a way away and give some proper directions. As a Best Western diamond card holder I expected better.

"Lovely hotel, great service and food"

4
14/07/2016

I stay in this hotel every month due to work. The location is across the road from the sea and with immediate access to the beach and promenade. The rooms are comfortable, well decorated and clean. Depending on the type of room some are a little on the 'cosy' side but fine for a few nights. The hotel has a restaurant and bar serving meals. The menus are varied and updated regularly and cater to most tastes. The food is always tasty and well presented. The bar offers craft ales and there is a distillery on site producing gin and vodka for the large and seasonal cocktail menu. My only fault is there appears to be very little in the way of climate control, the hotel is always very warm in all areas.

"Mixed"

3
10/07/2016

Great location overlooking the sea, though most rooms seem to be at the back overlooking a flat roof covered in fans and vents. We liked the cocktail bar, Poetic Licence though one of our party and a neighbouring table were unimpressed with their meals there. It got very busy with lots of bouncers on the Friday night we stayed. The hotel itself is not very mobility friendly; several steps up to reception, we were directed to stairs to room though there is a lift but that is down a couple of steps. Some rooms are then back down more steps from the first floor. We also had a step up to our en suite. Room was nicely done out with blackout blinds and good size TV. we were concerned there might be noise from the bar but there wasn't, there was, however, a lot of noise from big fans on the flat roof at the back and it was too hot in the room to close the window. We also got woken by revellers returning to their rooms after midnight. Wifi didn't seem to work in one part of the hotel, we did mention this to staff during the evening but it wasn't fixed before we left next morning. Good breakfast but would like a bigger selection for £10. National Glass Centre 5 minutes drive away is worth a visit.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your time posting a review as we do take all comments seriously and they are also shared with the team. Regarding your comment regarding access to the hotel, there is a ramp that guests can access from the front car park to eliminate the stairs to the entrance of the hotel. There is also a lift that accesses some of our bedrooms and these bedrooms can be made available to guests with mobility problems prior to arrival or upon arrival subject to availability. You have mentioned the WiFi which has been a problem for us recently but this was down to the provider but you will be pleased to know this problem appears to have been resolved. Please rest assured that we have taken your constructive criticism on board and will certainly endeavour to improve on our performance and attention to detail in future. We certainly look forward to you visiting our hotel again Yours sincerely Management Team

"Lovley stay"

4
10/07/2016

Stayed here for one night, to chill out, celebrate our wedding anniversary and have some us time. Hotel is lush, location is brilliant and loved our room and view. Enjoyed drinks and food. The only downside was that it was soo hot in the room and no aircon or fan so had window wide open an were were right above the bar so it was super noisy until after 1:00am when the bar shut and while people were waiting for taxis. If i was out partying it wouldn't of bothered me but was chill out weekend. Would stay again but prob request room furthest from bar. Bed comfy and room clean.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for taking time to post a review and I would also like to thank you for the positive feedback which has been taken by all of us as a reward and we also value your constructive comments regarding the noise from other guests which will be discussed at our next management meeting. The team has been making and will continue to make an effort to improve our guests overall experience with us and your comments are a reflexion of that effort and a great incentive. We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"Pleasant stay with good northern hospitality"

4
09/07/2016

Staff are welcoming and make you feel at home. Nice surrounding and great views from the bar/verandah of Roker Bay. Two restaurants give a great choice and food and home produced gin and cocktails are great. Good car park front and rear of hotel. Superior room was spacious with a huge flat screen TV and views of Roker Bay. We were able to open the large windows to get some breeze as the rooms are very warm. Good free internet and able to do some work on the table that as provided. Comfortable bed. Good power shower. Great area to walk the coast and beaches.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for taking time to post a review and we would also like to thank you for the positive feedback and are pleased that we were able to impress you.# We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team Yours sincerely Management Team

"Oh Dear"

1
09/07/2016

Arrived at hotel on a one night stay combining a business trip and meeting friends. Check in was OK given WiFi code etc and proceeded to room 141. That's where it went rapidly down hill, no air con room was in the basement view of iron stairs 6 inches from my window....and despite being given a WiFi log in, it didn't work. I rang reception to complain and TBF was allocated another room 110 which was still on the same floor but overlooked the side road at the back of the hotel. The reception told me WiFi was "hit and miss" and had been all week seemingly....I don't understand why this wasn't mentioned on check in ??? Staff were good apart from an obnoxious man when I checked out, there was no "did your room meet expectations etc" in a nut shell won't be back anytime soon. Such a shame as last time I stayed in had a sea facing room the the staff being fab. Avoid at all costs room 141 if staying the night.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Firstly please accept our apologies for the issue that you encountered with the Wifi, this was a problem with our provider which has now been resolved. As you are may be aware the hotel has a number of bedrooms located over a number of floors but this is purely down to the age of the building. We would like to thank you for taking your time and effort to bring these matters to our attention as it is with comments from our guests that we are able to monitor and rectify when necessary any shortfalls in the business we operate and if we can be of further assistance please do not hesitate contact us. Yours sincerely Management Team

"Excellent Sunday Night Stay"

5
08/07/2016

My family and I stayed at the Best Western Roker Hotel on a Sunday night after attending the Rugby League Magic Weekend at St James' Park Newcastle. I booked early and got an absolute bargain of a price for two rooms. Being so cheap I half expected the hotel and the rooms to reflect this. I need not have worried, the hotel was first class in every respect. Excellent responses to email queries I made. The hotel has a very pleasant position on the seafront. Very friendly and professional reception staff to greet us and check us in. The reception area is very welcoming. Our rooms were at the back of the hotel overlooking the rear yard but the rooms were large, clean and well presented, much better than I had anticipated. It must be the warmest hotel I have ever slept in. The hotel is well positioned for the Metro station, a pleasant 15 minute walk. All in all a very pleasant stay. We look forward to visiting again next year, hopefully for the full weekend. Highly recommended.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your kind works and it is good to know that the teams hard work is appreciated as we are working tirelessly and listen to our guests to improve our services and it is fantastic to have your recognition. Your recognition is the best reward our team can wish for. We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"Shocking..."

1
07/07/2016

Stayed here the night of the Beyonce concert..I was informed on arrival by the surly concierge that they had complimentary upgraded me to an executive room? I had paid £206 for the night with breakfast. This is over twice the room rate..? How is that complimentary ? The room was at the front of the hotel and the room was not nice it had mold around the bath and..the bed was awful. The breakfast was very nice only good point. Please management tell me why such a high price increase when you can guarantee to be busy anyway ? It is just greedy and you have lost a return customer.

"Nice bar and breakfast rooms need some improvement"

3
03/07/2016

Stayed at this hotel to visit family, we have known this hotel for years as family originate from the area. The bar was really good and had a great atmosphere and were impressed with the breakfast that was offered. The main issued were the rooms I had a room directly over the bar and it was very noisy, also the rooms were just so hot I kept trying to run outside just to get some air and it wasn't even a hot day!! Also the rooms are showing signs of wear and tear and although an old building it does need some updating

"Bach View Lodge"

3
30/06/2016

Checked in at the main hotel for the above, its is very basic and suitable for a 1 night stay like mine. Had one of the best views of the beach, it was clean and had the basic facilities. Would possibly stay there again but in the main hotel especially if I was travelling with the kids.

"Budget allocation"

3
23/06/2016

I had a meeting in Sunderland so decided to travel up the day before. Found the Best Western on a random Internet site and due to price £60 (including breakfast) made my choice. As you walk into the hotel it's obvious that there's been some significant investment on the hotel. I was advised at check in, which was an easy & friendly experience that this was in the tune of £750,000. So starting with the positives: Great location, friendly staff, fabulous bar & restaurant, very reasonably priced. The not so goods: The room. It's a shame that none of the £750,000 refurbishment budget seems to have been spent on the rooms. No air-conditioning & as the room was very hot all the windows were open on arrival. There was a fan in the room but this proceeded to blow hot air around the room. The room was downstairs and facing the front car park. When the guests left the bar & restaurant you could hear their conversations which were getting louder as the time got later. Incredibly squeaky floorboards, insufficient window dressing so very light during the night. Very noisy - when the guest in the room above woke up (05:30) I couldn't avoid hearing them walking around the room (more squeaky floorboards) & completing their ablutions (teeth, shower, loo etc). The tiles in the bathroom floor are in need of a good grouting as this is cracked and some tiles could do with replacing. I enjoyed my evening in the 'Poetic Licence Bar' but sadly had a shocking nights rest so on balance should have set off early from home and saved the £60 + £20 bar bill.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your time posting a review as we do take them seriously and they are shared with the team and improvements made where necessary. I am however disappointed that you feel on this occasion that our services did not meet your expectations and we can assure you that we will discuss your comments with the relevant department manager Again please accept our sincerest appreciation for bringing your views to us for it is only by comments from our guests that we are able to monitor and rectify when necessary any shortfalls in the business we operate Management Team

"Location Location Location"

5
22/06/2016

This hotel is located right opposite the beach.it might not be the most modern in the world.but the rooms are enormous and very comfortable.We were made to feel most welcome.and enjoyed every moment of our stay there.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for taking time to post a review and I would also like to thank you for the positive feedback and are pleased we were able to impress you. We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"Not good for business"

3
22/06/2016

Great location right on sea front, had a cosy double room , so cosy you couldn't fully open wardrobe door! Zero WiFi so changed room and was told wifi slow, in new larger room Wifi worked for a couple of minutes then dropped out, wifi worked well in Italian restaurant downstairs and food was good, later in the evening very hard to get a good sleep as can hear the room next door and the bathroom ! and each door in the corridor open and close, would be good for a social trip as food and bar good, but will not go back when on business .

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your time posting a review as we do take all comments seriously and they are also shared with the team. Please rest assured that we have taken your constructive criticism on board and will certainly endeavour to improve on our performance and attention to detail in future. We certainly look forward to you visiting our hotel again Yours sincerely Management Team

"Good value, nice hotel, would return"

4
21/06/2016

Booked a few hours before arriving & was pleased with the stay. Really liked the decor in the public areas, with the adjoining coffee shop and bar brilliant. The room was a little noisy because of some building work nearby but only complaint.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Your feedback is greatly appreciated and so are your comments regarding how we present our food and we are naturally grateful for you taking the time to write your review. We look forward to seeing you again as we promise to continue our efforts to improve. Yours sincerely Management Team

"Less stairs in a lighthouse, plumbing noisy"

3
19/06/2016

Only stayed one night, thank goodness! No information given on parking, managed to shoehorn my car into the front car park, only to find out by chance that there was another car park at the rear. Dragged our wheeled case up the front steps into reception, checked in no problem. Was advised that room was up the stairs and along the corridor.went up the stairs along a long narrow corridor only to find the room was access by going downstairs again (2 flights). Room was rear facing, and the window was obscured by the rusty fire escape. The room was very hot even though the heating wasn't on. It was only about 15 outside, so no idea how they got it so hot. Nicely presented room, and then, just a minute, where's the kettle etc? in the wardrobe!, yes deliberately!. Thanks goodness we didn't need to hang things up. Was woken up every time another resident used water, drains ran outside our window and were very very noisy. Nice breakfast it has to be said! Explored a different part of the first floor, only to find there is a lift at least to that floor, thanks guys for telling us, still it wouldn't have helped with the other 2 flights back down. Overall, too hot, too noisy, terrible communication although staff did seem pleasant. If you have any form of mobility issues, don't go here, similarly if you are a light sleeper best avoided. Won't be returning.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your time posting a review as we do take them seriously and they are shared with the team and improvements made where necessary. We are however disappointed that you feel on this occasion that our services did not meet your expectations. We have had a conversation with the reception manager regarding the check-in procedure as you most certainly should have been informed about the lift which accesses the first floor. As you will probably be aware the hotel is an old building with lots of character but we occasionally have a little noise from the plumbing and we apologise if this caused you a disturbance. Again please accept our sincerest appreciation for bringing your views to us for it is only by comments from our guests that we are able to monitor and rectify when necessary any shortfalls in the business we operate. Regards Management Team

"Always a party"

5
13/06/2016

This is a great hotel and is used by the locals. They have their own distillery (gin&vodka). There is three parts to this hotel first on being the breakfast room and the cakery, The design has been well thought out and it is something I have never seen before, brilliant is all I can say. Then you have Poetic Licence which is a restaurant and bar, the cocktail list is to die for and the food is just great all served in the same theme as the decoration which is just so so well done. The drinks here are average priced as is the food.Never a dull moment here, even on a Sunday the bar are and restaurant was packed. We stayed here and the room was well appointed immaculately clean, we also had a turn down service, in this package we were given slippers, fresh cake and some camomile tea, and a bear which we named Owen. There is also an Italian restaurant that sits below Poetic License, we didnt get a chance to use it. Who ever done the interior decorating here needs a medal, just amazing. Down side was breakfast, it is a help your self but the food is kept warm with paraffin burners and that was all I could taste, it tainted everything, and the scrambled eggs were blue (beyond saving) other than that the rest was perfect, though the toaster either burns or just heats the bread. The hotel is well looked after and has a prime position on the sea front, I was going to book into the Marriot but I am glad I didnt, because it is to close to the fair grounds and from the outside it looks like a lick of paint wouldnt go amiss.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your extremely positive comments on our hotel and can assure you that your feedback will be shared with our team. We have taken your constructive comments regarding breakfast and addressed them with our Operations Manager to improve our breakfast service We do value customer feedback and look forward to welcoming you back to our hotel Regards Management Team

"Disgusted"

1
11/06/2016

Come to Roker hotel for last 15 years. Actually got loyalty card and know staff well, particularly in Italian farmhouse, yet tonight my friend and I were refused entry for being drunk!!!'and yet I still manage to come home and write this critique! The money I have spent on xmas day lunch and family events in this establishment is ridiculous and because my hair is battered by the wind and I exchanged my shoes to walk in flat shoes I was denied entry! Shame on you Roker hotel or whatever fancy name you wish to cause yourself..I ask you to show to the public the cctv which shows me in the state which denies me entry and yet other times you greet me to take my money. I am genuinely upset! Shame on you! Prove me wrong..by showing cctv!!!

"Our wedding day Jan 2016"

5
09/06/2016

My review is a little late, but I would like to thank everyone at the roker hotel for an amazing day! Our wedding day went very smoothly and staff could not of been better. The manager Chris was absolutely brilliant, he was there for everything the night before and on the day ! I literally had nothing to worry about. The room i had the night before the wedding was brilliant very modern and the bridal suite was fabulous. The food was absolutely exceptional and drinks were very good. We had ham hock starter lamb and wilted greens main, chocolate brownie and the hot meat buffet for the evening. The staff were all very helpful and all of my guests were very happy. So thank you the roker team ! You were brilliant !!

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest A little late but congratulations on your wedding and thank you for your comments. We are so pleased that you had a wonderful day and can assure you that your feedback will be shared with our staff as we do endeavour to make our guest feel special whatever the occasion but we would like to say we were so pleased you chose our hotel for your special day. Again thank you for taking the time to review our hotel and look forward to welcoming you back to our hotel. Best Wishes Management Team

"Stunning view"

5
09/06/2016

This hotel have a stunning view ever.overlooking roker beach.If u want to enjoy the view of roker beach with a good hotel, this definitely is the one.apart from that, morrisons is 10 minutes walk and the bridge is 30 minutes walk.this hotel also near to sunderland university

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for taking time to post a review and we would also like to thank you for the positive feedback and are pleased we were able to impress you. We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"Very friendly, attentive staff, room needs a bit updating but fantastic sea views."

5
08/06/2016

The staff here are very friendly, attentive and will do anything possible to help you, main bar staff are hard working. Room we booked was warm, well provisioned with tea + Coffe, mini fidge, large modern tv, wi fi and a large spa bath. Stayed over two nights and can honestly say the food was very nice, a help yourself hot buffet breakfast with local produce, main meals downstairs in the main Italian restaurant were good value and well portioned.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for taking time to post a review and I would also like to thank you for the positive feedback which has been taken by all of us as a reward. It is nice to know that our hard work is recognised and appreciated. The team has been making an effort to improve our guests overall experience with us and your comments are a reflexion of that effort and a great incentive. We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"June 2016 poor value"

3
08/06/2016

Executive rooms top price, were over the very lively bar area. We were moved after the first night, which was better. My son however had a very bad first night. (Saturday) thereafter a little quieter, If you are looking for a lively party type Pub/hotel, this is the place for you. I will not be staying there again. Apart from the noise, our second room was nicely furnished and comfortable, but not worth the amount charged. My daughter had a room at the back of hotel, which was half the price of ours, and she was very comfortable and happy.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your time posting a review as we do take all comments seriously and they are also shared with the team but following your initial problems we are pleased that our efforts were rewarded with positive feedback. Please rest assured that we have taken your constructive criticism on board and will certainly endeavour to improve on our performance and attention to detail in future. We certainly look forward to you visiting our hotel again Yours sincerely Management Team

"Complaint Perfectly Resolved"

3
07/06/2016

I originally stayed in room 139 which overlooked the fire exit / yard. The room was very small, had a fusty smell and a dated bathroom. I was going to put up with these things until the boiler kicked in about 10pm which was too loud to sleep. I complained and the girl on reception was great to be fair and sorted me another room straight away. They put me in the bridal suite which was excellent and over looked the sea. The first room was 1 out of 5 but the second room was 5 out of 5, hence my average rating. They really should not rent out room 139 as people should not be in that part of the hotel. Nice staff and think I just got a bad room but the issue was sorted.

Manager184, Manager at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your kind works and it is good to know that the teams hard work is appreciated. We do work tirelessly and listen to our guests to improve our services and it is fantastic to have your recognition. We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"A lively night in Sunderland"

4
30/05/2016

Great place to stay, with very good reasonably priced bar food. Live music and a great atmopshere. Right on the sea front a Roker but close enough to get into Sunderland. Both the bar food and the Italian Restuarant attached to the hotel offer excellent menu choices at very reasonable prices.

Manager184, Manager at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for taking time to post a review and we would also like to thank you for the positive feedback and are pleased that we were able to impress you and we certainly look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"Good location and facilities"

4
25/05/2016

Enjoyed my stay at the hotel although my room was at the back looking on to a back street . Good breakfast and choice of evening meals and drinks. Excellent position on the very pleasant sea front. Friendly staff and clean accommodation . Parking on site is handy

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Your feedback is greatly appreciated and so are your positive comments on the BEST WESTERN Roker Hotel and we are naturally grateful for your recognition. We look forward to seeing you again as we promise to continue our efforts to improve. Yours sincerely Management Team

"Lovely views"

5
21/05/2016

Often visit the Roker hotel especially when the weather is nice. The outside area was recently rebuilt, and offers lovely views looking out to see. Dogs are also welcome. Worth a visit if you are out for a walk along Roker/Seaburn seafront, just to drop in for a coffee, or something stronger !

"Best western Roker a definite yes "

5
17/05/2016

Excellent service at the reception in the bar and in the tea rooms. The bar has a great atmosphere and is very welcoming. We had breakfast in the tea room, the staff were very attentative. The breakfast had a great buffet selection as well as freshly cooked options . Definitely staying again when we return to visit our daughter.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Your feedback is greatly appreciated and so are your positive comments on the BEST WESTERN Roker Hotel and we are naturally grateful for your recognition. We look forward to seeing you again as we promise to continue our efforts to improve. Yours sincerely Management Team

"AJ"

5
17/05/2016

Really nice hotel. Friendly welcome. Great rooms. Abit of a trek to get to the room up & down the stairs. There was no one at the desk when we got back to the hotel to get back in when we had been out. So waited for sometime.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for taking time to post a review and I would also like to thank you for the positive feedback and are pleased that we were able to impress you and would also like to confirm that the hotel does have staff available 24 hours and can only apologise for your wait when you arrived back at the hotel. We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"Pretty amazing"

5
17/05/2016

Had a lovely stay here for my 50th birthday with family and friends we were made to feel really special rooms were lovely, fantastic food especially the breakfast the sea front is just divine so much to do glorious views not far from bars/restuarants nightlife

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your kind works and it is good to know that the teams hard work is appreciated. We do work tirelessly and listen to our guests to improve our services and it is fantastic to have your recognition. Yours comments are the best reward our team can wish for. We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"No just no"

2
13/05/2016

I am writing this at midnight on night one of two. Am wishing it was one night of one. First good points. Clean room ermmmm and that's it. Room dingy and pokey (but clean). i can hear people upstairs walking around their room at least I assume it is people and not elephants. Noise oh my goodness me. I can hear very loud music thumping away somewhere which has been going on for hours and shows no sign of abating. This is made much worse by the fact the room is so warm (no heating on though it feels like there is) I have had to open window wide which brings the musical experience into the room even more and plus now I can hear people outside somewhere chatting loudly. Added to all the above this is not a cheap B and B and in my opinion is vastly overpriced. Think the music may have stopped at least that means I can sleep now. Nope I was wrong it has just started again. The communal areas are pleasant enough but the rest of it,..... Will never stay here again and wouldn't recommend it at all.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Firstly please accept our sincere apologies for not meeting your expectations whilst staying at our hotel. And please accept sincerest appreciation for bringing your views to us for it's only by comments from our guests that I am able to monitor and rectify when necessary any shortfalls in the business I operate. Regards Management Team

"Fur Coat No Knickers"

3
13/05/2016

Ewell from the outside and the Lobby the hotel looks fine, the outlets ( Bar ) look well presented. The rooms however were small, overly warm ( with no means of reducing), Opening the window only increased the air conditioning noise level, and the light pollution form wall mounted lamps made this first and last stay even more unpleasant. The Breakfast was poor quality, and most alarming was the cold meat plate left out in a temperature of 18-20 C, when it should have been in a cold environment. So in summary looks good form the outside but very sub standard of ra Best Western from inside.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Your feedback is greatly appreciated and so are your comments regarding how we present our food and we are naturally grateful for you taking the time to write your review. We look forward to seeing you again as we promise to continue our efforts to improve. Yours sincerely Regards Management Team

"Dinner at Poetic License - disappointing"

1
11/05/2016

My wife and I didn't stay at the hotel but we ate at their Poetic License restaurant as my birthday treat. What a disappointment. My wife's Moroccan lamb on a vertical skewer was overpowered by mint sauces and sadly lacking in the advertised Mediterranean vegetables. My meat pie was OK but we sent both meals back because my wife's was inedible and I didn't want to eat ahead of her and the red cabbage with my purchase was awful. A long time later my wife's steak arrived together with my pie. Her steak was OK but my pie was tough. The beer was fine but the red wine my wife ordered (Merlot) was undrinkable. Poor service and the long wait totally spoilt our celebration evening. (We arrived at 7.30pm and didn't get our replacement dinner until 9pm - by which time the kitchens were closed and no deserts were available. Maybe we should regard that as a good thing.) We were disappointed that we couldn't speak to a manager. When we asked the waitor all he did was referring us to the waitress who had taken our orders. The guest on the next table said her dinner was poor and her hotel room was smelly. So all in all our experience didn't support the positive promotion of Poetic License on the Best Western Roker website. A restaurant to avoid if you want good food and not a burger and chips. Pity, because we have had good dining and staying experiences at Best Western hotels elsewhere. The Roker hotel restaurant is letting the brand down and I recommend whoever is responsible for brand reputation at Best Western should take a closer look at this restaurant.

"Lively Hotel by the Sea"

4
09/05/2016

We have stayed here a number of times over the past few years. Bar & restaurants have recently been refurbished, are good & very lively, however it can mean that music would disturb anyone retiring to bed early. Rooms can be rather too hot, but overall it's a really good place to stay. We will be returning again I'm sure.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your kind works and it is good to know that the teams hard work is appreciated. We do work tirelessly and listen to our guests to improve our services and it is fantastic to have your recognition. Yours comments are the best reward our team can wish for. We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"Not for folk who like quiet before 1 a.m!"

2
09/05/2016

We stayed May BH weekend, have to say lovely location we had booked an executive room with sea view and looked forward to hearing the waves crashing whilst in bed! The staff were very pleasant. Our room was beautifully furnished, it's downfall however was that it was directly above the bar and our window above the conservatory type part of the bar, the room was ridiculously hot even though we turned off the heating...we needed and wanted the windows opened... I can honestly say I have never stayed in a place as noisy... Also you could smell smoke in our bathroom as people seemed to congregate under to smoke. Admittedly we aren't late nighters and usually retire around 10:30/11... If you love laying in bed listening to drunken voices become louder and louder until around 1... and finishing with dubious renditions of sweet Caroline and I am what I am...Then this is the place for you!!! We visit the area regularly and thought we had found a lovely place to stay but it's Sadly not for us... This has totally put me off!!

"Ok but not worth the money"

3
30/04/2016

We stayed at The Roker hotel last night as we were going to watch Billy Elliott at The Empire, I had read some reviews before we went which put me off, but being a Best Western I thought they must be exaggerated. The Room we booked was an Executive Room with Sea View, I booked the more expensive room so we would have a nicer time. There were black cushions on the bed, they were full of bits from when other people had stayed. There were dried white marks on the runner on the bed. The light on the dressing table sparked when you turned it on and the windows opened very wide and did not lock or have catches at all. This bothered me very much as we were directly above the entrance which could easily be climbed up. I would not normally have concerned me if I hadn't read reviews that stated security could be an issue. The room was nothing special, it was ok, but for the price I expected better. If the room had been spotless I would not have left such a review as this, but it was just lack of attention to detail. Bin the cushions, don't put dirty ones all over the bed. This made me lose confidence with the rest of our stay. We ate at Poetic Licence where the prices were good, but the food was only nearly hot. The food tasted good, but was just not very hot and we were going to watch the show so we didn't have time to send it back. We wanted to eat at the Italian and thought that the room we went into was indeed that restaurant, nobody told us it had to be accessed from outside, underneath the building, even though we asked. After the show, we went back to the the bar for drinks, the bar is well stocked and was not bad value at all. But to go back to our room we had to go outside and go around the bar and access the hotel from the outside, even though the bar is part of the hotel. I do think though that this is in place to protect the residents from the noise of the bar so maybe a necessary evil. Sunderland was a nice place to go, lots to see and do. I would not book the Roker again.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your time posting a review as we do take all comments seriously and they are also shared with the team. Regarding your comment regarding security being an issue, the bedroom that you are referring to is around 25-30 feet from the floor to the bedroom and is most definitely not acceptable by guests and we would like to confirm that the hotel is staffed 24 hours with regular patrols of the hotel for fire and security purposes and we can assure you our guest safety is paramount. Please rest assured that we have taken your constructive criticism on board and will certainly endeavour to improve on our performance and attention to detail in future. We certainly look forward to you visiting our hotel again Yours sincerely Management Team

"upgrade to room nice touch"

5
27/04/2016

Good value for King size bed and breakfast included, to be able to get breakfast from 6:00 am is perfect, that way can make a early start and beat the rush hour get from the centre of the city to the edge of the city hassle free. Good room, great view of the crashing waves. Comfy nights sleep. The staff are great good and efficient and friendly check in and out. GIANT FLAT SCREEN TOO. Good Wi-Fi in reception, it reach my room last time but not this time.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your kind works and it is good to know that the teams hard work is appreciated. We do work tirelessly and listen to our guests to improve our services and it is fantastic to have your recognition. Yours comments are the best reward our team can wish for. We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"Great western Hotel - Roker"

4
27/04/2016

The hotel was friendly, reasonably comfy, and has all the facilities needed except in room TV which is limited, Food was fine if a little pricey as was drinks,, however overall I will always stay here on my visits to Sunderland

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for taking time to post a review and we would also like to thank you for the positive feedback and are pleased that we were able to impress you. We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"Needs a face lift"

3
27/04/2016

Stayed on Buisness for 2 nights Had to change room as no wifi connection and I was in the basement- view out of window - car radiators! New room small and the table hardly fits a lap top and chair not for working on Bed ok, shower leaking - how can they miss this when cleaning the room! Good points ! Friendly staff and food ok! Unfortunately not what I expect overall from a Best Western.

"A very strange hotel..."

3
25/04/2016

From the outside it's easy to miss that it's a hotel at all. We drove past and had to turn around (some colleagues drove past FOUR times!) as the signage is all for Crumbs the coffee shop, the Italian Farmhouse restaurant and Poetic License Bar, all of which are part of the hotel. It also looks as though once upon a time, this was a row of houses, which goes a long way to explaining the strange layout inside. I was allocated room 141 and having walked up and down stairs, around corners and checked every sign showing room numbers that I could find, I had to come back down to reception to ask if it even existed, Apparently room 141 (and I presume 142) were missed from the signs which show up to 140 and then 143 onwards. I was given directions to follow signs for 140 and then eventually the signs said 141. This was quite a hike, up 4 lots of stairs (some only a couple of steps) and then along a long landing, through several doors, before going down another 4 flights of stairs into what felt like the basement and along another couple of corridors. The room was large, and billed as a "family" room which is why it contained 2 large single beds and one of the largest "double" beds I've ever seen. Four people could sleep in it at a push. The room was long with only one window which had a fire escape right outside, so it could only open around 6 inches. That said, the proximity of the fire escape meant that you could leave the window open day and night with no risk of intruders. The lighting was pretty grim and it was a long dark room with only the one window, The bathroom was pretty exciting. I couldn't get any cold water from the sink, there appeared to be two hot taps, but I was tired and just got cold water from the bath. The water pressure is remarkable. The flush on the toilet was spectacular, but the pressure really comes into its own with the shower. I turned on the shower and didn't put it on full as it would have hurt to stand under it. (The water was filling up the bath faster than it could drain, so I had lovely warm feet.) As a result, when I had finished in the shower and went to turn it off, I accidentally turned it on full instead of off. I was standing in the shower and the water stopped hitting me, but I could still hear it! The water pressure had pushed the shower head back and up, so the water was jetting clear over my head and smashing into the wall 6ft away over the sink. In the circumstances, I think it's a little dodgy to have a shaver socket over the sink and facing the shower, it got very wet. It took quite a while to try and mop up all the water which I had over the mirror, the sink, the floor and running down the walls. As I said, exciting times. The hotel does have free WiFi but it simply didn't work in room 141. Breakfast was lovely, with a beautiful view of the sun rising over Roker Bay. The cereal etc was self service, but the hot food was cooked to order when we ate at 6am. I had the Full English and couldn't fault it. The staff were lovely and couldn't be faulted. The view from the front of the hotel was great, with a vista over Roker Bay and the lighthouse. For a business trip I would happily stay here again, but I'm not sure I could cope with more than a couple of nights.

"Theatre Break"

3
17/04/2016

This is second time at this hotel. This visit not as comfortable as the first time. Hard sheets on the bed, water not hot enough in the shower. On our return from the theatre we couldn't enter the bar from reception. We had to go out in the pouring rain to go in the bar entrance and do the same when we went back to our room.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your time posting a review as we do take them seriously and they are shared with the team and improvements made where necessary. I am however disappointed that you feel on this occasion that our services did not meet your expectations and we can assure you that we will discuss your comments with the relevant department manager Again please accept our sincerest appreciation for bringing your views to us for it is only by comments from our guests that we are able to monitor and rectify when necessary any shortfalls in the business we operate. Regards Management Team

"Easter Break March 2016"

5
11/04/2016

Top Hotel right on the sea front at Roker. Executive room at the front gives you views of the sea and Roker pier, fantastic on a bright sunny morning, which we got. all the hotel staff we met were very friendly, polite and helpful, 'we wanted for nothing'. Breakfast was buffet style both mornings and perfect, especially the strong coffee. The bar was alive both nights with free live entertainment both nights. We ate in the bar one night and the food was very good and well presented. I love this hotel in my Home town, that is now a City and stay when I visit Sunderland.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your kind works and it is good to know that the teams hard work is appreciated. We are working tirelessly and listen to our guests to improve our services and it is fantastic to have your recognition. That is the best reward my team can wish for. We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"Fun, but little niggles"

3
09/04/2016

A collection of terraced houses on the sea front with spectacular views of the sea. Friendly staff, though I didn't hear a single Sunderland accent (special mention to James from Ballymena). Ample free parking in front of the hotel. Superb bar full of stylish customers (Friday evening). Breakfast international, smoked salmon, pancetta, cheeses, nicely laid out (though no All Bran or skim milk, juices very sweet), hot meals to order. Public areas and rooms smartly done up, greys and black - bit gloomy but somebody's spent money here. BUT: the glamorous bridal suite (147) was freezing - you have to turn the heating on yourselves. Reception should offer to help with bags etc - they didn't, I had to grab someone (James, above). And the toiletries were a joke: this is a luxury room with double jacuzzi(!) but the tiny shampoo bottles would've been generous only in a cheap two-bit motel. Enjoyed my stay but you can and should do a bit better, guys.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your time posting a review as we do take all comments seriously and they are also shared with the team but we are pleased that our efforts were rewarded with some positive feedback. Please rest assured that we have taken your constructive criticism on board regarding the toiletries and will certainly endeavour to improve on our performance and attention to detail in future. We can assure you that we will pass your comments to James and we certainly look forward to you visiting our hotel again Yours sincerely Management Team

"1 night stay"

3
07/04/2016

We stayed here on 2nd April for 1 night in a double room. We checked in late on (about 11.30pm) with no problems and were allocated room 110. We ended up going up a flight of stairs, along a corridor then back down 2 flights of stairs to what we thought was a basement room. The room was average but seems the majority of money has been spent on the reception area and main landing area. Clean but in need of a lick of paint. No window in bathroom, and was in need of a refurb. I did not notice a lift to where our room was situated and being pregnant this was a problem with getting luggage up and down the stairs. I would not return here in the future.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Your feedback is greatly appreciated and so are your positive comments on the BEST WESTERN Roker Hotel and we sincerely apologise the issues you encountered with the location of your bedroom. The hotel does have a number of bedrooms accessible via a lift and we can assure you have we been made aware of the issues you were encountering we can assure you that we would have tried to assist you. We do hope that you would re-consider using our hotel again as we promise to continue our efforts to improve. Yours sincerely Management Team

"3 Star Hotel"

3
05/04/2016

We so wanted to like this hotel. It has exceptional views in a nice area of town. Unfortunately, it just does'nt come up to the mark. Reception were brusque, disorganised and unwelcoming with no information offered on anything in the hotel. A seaview room was dark but spacious. Upholstery is shabby, the shower tray flooded, bath took 45 minutes to drain and a bedside light was broken in two. Hot buffet breakfast was lukewarm and messy. Other breakfast choices were quite good. Floor and bar staff were warm and friendly. This hotel has so much potential. However, I'm afraid we will return next month to the Marriott down the road.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your time posting a review as we do take them seriously and they are shared with the team and improvements made where necessary. I am however disappointed that you feel on this occasion that our services did not meet your expectations and we can assure you that we will discuss your comments regarding breakfast with our Operations Manager. Again please accept our sincerest appreciation for bringing your views to us for it is only by comments from our guests that we are able to monitor and rectify when necessary any shortfalls in the business we operate. Regards Management Team

"A great weekend stay - very friendly staff, a great bar and am excellent Italian retaurant downstairs!"

4
04/04/2016

We travelled to celebrate a Golden Wedding Anniversary, staying in the hotel and enjoying their celebratory Italian meal. The room was comfortable, clean and spacious. We saw the funny side of the fact that our room (room 128) was the emergency fire escape for the 2 other rooms on that landing. The bar gets quite a bit of custom from locals, and has a VERY WIDE selection of beers, ciders, whiskies, gins vodkas etc etc - and is lively and trendy. The restaurant served delicious Italian food with a perfectly adequate wine selection... again the staff were very friendly, and the bill was very reasonable (and we did not stint!). Breakfast was what you would expect (cereal, cooked breakfast, fruit, meats and pastries) in a 4-star, and was served thoughtfully in a lovely dining room. This was also the room where we had our celebration meal (from the Italian restaurant menu). If I was up that way again, I would definitely be happy to stay here!

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for taking time to post a review and I would also like to thank you for the positive feedback which has been taken by all of us as a reward. It's nice to know that our hard work is recognised and appreciated. The team has been making an effort to improve our guests overall experience with us and your comments are a reflexion of that effort and a great incentive. We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"Late check in"

4
04/04/2016

Arriving after 10 pm I was pointed in the direction of the room. Having to go up stairs and down stairs it felt that I was heading to the basement. The room was clean and tidy. Not the upgrade I expected but it was only for sleeping in. Breakfast was pleasant with the normal items available. The view out the window was good the weather did not help it.

Manager184, Management Response at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your time posting a review as we do take all comments seriously and they are also shared with the team but following your initial problems we are pleased that our efforts were rewarded with positive feedback. Please rest assured that we have taken your constructive criticism on board and will certainly endeavour to improve on our performance and attention to detail in future. We certainly look forward to you visiting our hotel again Yours sincerely Management Team

"Regular pitstop when in the srea"

4
29/03/2016

Rooms generally very good, and it's great to wake to a sea view, The food is enjoyable and the bar excellent with a wide variety of choice. The atmosphere is lively amd fun, with good wifi reception in most rooms it's a great spot to catch up on work and relax. The staff are friendly and helpful I've never had cause to complain and do enjoy the breakfast.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your kind works and it is good to know that the teams hard work is appreciated. We do work tirelessly and listen to our guests to improve our services and it is fantastic to have your recognition. Yours comments are the best reward our team can wish for. We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"Business trip"

5
27/03/2016

I was traveling for business but don't really like generic hotels and always feel very isolated. I am very glad I booked two nights at The Roker. The parking is free which is a nice add on and the staff are very friendly. I had room service on my first night which was fast and the portions were large for what I thought was a reasonable price. My room was nicely decorated and had everything I needed and although there are two restaurants and a bar, when you go upstairs you cannot hear any noise. The breakfast is lovely with a choice of hot food and cold. I would defiantly stay again!

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for taking time to post a review and we would also like to thank you for the positive feedback and are pleased that we were able to impress you. We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"Beautiful room and lovely staff"

5
25/03/2016

I stayed on business - and had been there before (booked for me by the University of Sunderland) - in previous years I found it quirky but not dreadful - I haven't been here for a while and in the meantime it has been revamped - and they've done a tremendous job! The staff have always been fabulous - no change there - the decor is lovely - the mix of old and new is really attractive. Great sea views from the first floor at the front ... the adjoining restaurant is much appreciated - food is good, service is outstanding (separate review pending) - handy parking and plenty of it, quiet (depending on neighbours of course - but I slept without earplugs which is rare for me). Bed felt a little firm but I slept well. It's spotless - the breakfast is good (although they do refrain from topping up the hot buffet at about 15 minutes to go - a warning for those who like to scamper down at the last minute). But the staff - you're all wonderful - did I mention the staff? You get the warmest of welcomes and they look after your every need.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Your feedback is a great reward to all of us and we can assure you that we will pass your comments to our team. There is a huge amount of effort the ream are putting in to improve our guests experience and we can assure you that your comment regarding breakfast has been discussed with the Operations Manager. A sincere thank you as we are committed to improve but we are also mindful to take our guests views into account as to where improvements are necessary. Yours sincerely Management Team

"Sons University Interview."

4
22/03/2016

First time in Sunderland. My Wife, Son and myself travelled up for my sons Uni interview, we had booked an executive double room for ourselves, and a small double for our son. On arrival we were greeted by very professional staff who upgraded my wife and I to the Bridal Suite, and my son to a large double room. The food, service and rooms were all excellent, we had a very comfortable and enjoyable stay at this hotel.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for taking time to post a review and we would also like to thank you for the positive feedback. We can assure you that we will pass your comments onto the staff and hope that your son is successful with his university interview and we look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"Fantastic"

5
22/03/2016

Staff were well trained, well dressed, polite and professional. Food was excellent in all areas. Hotel was spotlessly clean. No member of staff was phased when we needed help or advice. Well done all Staff. We will return to The Roker when back in the UK.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Your feedback is greatly appreciated and so are your positive comments on the BEST WESTERN Roker Hotel and we are naturally grateful for your recognition. We look forward to seeing you again as we promise to continue our efforts to improve. Yours sincerely Management Team

"Great Location"

5
19/03/2016

Stayed on business, fantastic location sea view room which was very large,could do with a little up date on decor in the room but it was very clean and tidy Bar and restaurant area great ,fantastic atmosphere and the food was good to Breakfast was also very good although you could do with a little more selection in respect of yoghurt,grapefruit etc plenty of cereal and my full monty English breakfast set me up for the day, I have booked to go back in July and I will be returning again after that Business or holiday this hotel is ideal

Manager184, Management Response at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your kind works and it is good to know that the teams hard work is appreciated. We are working tirelessly and listen to our guests to improve our services and it is fantastic to have your recognition and thank you for your comments regarding breakfast. We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"Fantastic Hotel"

5
15/03/2016

Only stayed for one night but wish it could have been longer. Robert on reception was very friendly and professional, and the room was amazing .....I cannot fault anything. We will definitely be returning and I cannot recommend this hotel enough!

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for taking time to post a review and I would also like to thank you for the positive feedback and are pleased we were able to impress you and will of course pass on your comments to Robert. Again thank you and we look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"Great for business"

5
11/03/2016

As always, very clean & comfortable. Staff are very pleasant and the food is very good. Breakfast is particularly good, I always stay here when I'm in the area. Highly recommended. Nice views of the North Sea, even when the weather's dismal

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for taking time to post a review and I would also like to thank you for the positive feedback and are pleased we we were able to impress you. We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"Pleasant stay"

4
09/03/2016

I stayed for 3 nights and was a little dubious about sea-front hotels which can prove to be a little "tacky" at times. I was pleasantly surprised. My room was 139 which was very compact but as I am on business alone it was fine but I wouldn't want it if I was with my wife. The room was on the ground floor which looked out onto a small yard outside the cleaners area. There was an open gate into the street which meant I couldn't open the window for fresh air without the risk of somebody easily breaking in. It wasn't too bad as it is late winter but I would struggle with that room in the summer. I would suggest bars on the window or a limited opening. The Poetic Licence grill style restaurant served lovely food and I was surprised at how cheap it was. The best was yet to come when I discovered an on site micro-distillery that produced small batch gin. That really ended the night well. There was a problem with the wi-fi for two nights which couldn't be sorted. It was on the right hand side of the building but I could get it in the bar and restaurant. The staff were very accommodating and apologetic. I will definitely come again but will request a different room.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your time posting a review as we do take all comments seriously and they are also shared with the team but following your initial problems we are pleased that our efforts were rewarded with positive feedback. Please rest assured that we have taken your constructive criticism on board and will certainly endeavour to improve on our performance and attention to detail in future. We certainly look forward to you visiting our hotel again Yours sincerely Management Team

"Inaccessible. "

2
08/03/2016

I stayed in the 'family room' number 141 recently with my husband and 3 month old baby. The room is adequate enough, quite big, the ensuite could do with an upgrade. However, I have never encountered such a poorly designed hotel. This is not suitable for prams or wheelchairs. We had daily problems entering and leaving with our young baby. We had to go up a flight of steps to the entrance, another 2 flights to the main corridor, walk to the end of said corridor then down 3 flights to what is the basement. I would not come back due to this. I would not recommend to anyone with mobility issues or a very young family.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Your feedback is greatly appreciated on the BEST WESTERN Roker Hotel and we sincerely apologise the issues you encountered with the location of your bedroom. The hotel does have a number of bedrooms accessible via a lift and we can assure you have we been made aware of the issues you were encountering with your small baby we can assure you that we would have tried to assist you and your family. We do hope that you would consider using our hotel again as we promise to continue our efforts to improve. Yours sincerely Management Team

"Nice room-average breakfast"

4
08/03/2016

Room was larger than average with good sea view and very nicely decorated.bathroom was smaller than expected but functional-only one bath towel provided for the 2 of us.we enjoyed a very reasonably priced meal in the attached bar but the breakfast was a let down and below the standards of the rest of the hotel stay. Hot items not very hot,sausages over cooked,poor selection of fresh fruit and cereal. Wifi was free but very hit and miss.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for taking time to post a review and I would also like to thank you for the positive feedback but appreciate that you had an issue with the Wifi. This was a BT external problem which has now been rectified but apologies if this caused you inconvenience. Your have mentioned two operational issues which we can assure you will be addressed with the departmental managers but we are looking forward to your next visit. Yours sincerely Management Team

"Mothers day"

5
06/03/2016

Had an amazing day for Mother's Day, the food was amazing and the staff were great, all the staff were very friendly and excellent with the kids, nothing seemed to be a problem for them. We went into the bar area afterwards and it's one of the best bars I have been in, the decor and the whole set up is amazing. You must try the gin, it's made in its own distillery in the bar area and is lovely. I would highly recommend this place to anyone, you will not be disappointed.

"Great day in crumbs"

5
06/03/2016

Had a lovely meal, great service and lovely atmosphere as always! Highly recommend!! All family had a lovely afternoon for Mother's Day. Visit here regularly and always great. The cakes are amazing too, massive selection. Jazz band also a great extra touch.

"Nice hotel but the location is terrific"

4
28/02/2016

I was at the hotel on business and the firm booked me here- the hotel is on the seafront and has a terrific view. The choice of drinks in the bar are plentiful and well kept. The rooms are in need of some redecoration but that does not detract from the fact they are clean and comfortable, the breakfast is the highlight- freshly cooked to order, great choices and the staff were brilliant- efficient but polite and professional.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Your feedback is greatly appreciated and so are your positive comments on the BEST WESTERN Roker Hotel and we are naturally grateful for your recognition. We look forward to seeing you again as we promise to continue our efforts to improve. Yours sincerely Management Team

"A Night Away"

4
24/02/2016

Booked this hotel for its location relative to Sunderland centre. A little over £5 taxi fare. Excellent beach over the road. Staff pleasant and helpful. Pub/restaurant attached very good value for money. Food good. Did not use the Italian attached to Hotel but heard good reports. Room a little small (room 123) but comfortable. Wife was happy so I can be happy. Overall a very good experience and would not hesitate to book again if I get back up that way.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for taking time to post a review and I would also like to thank you for the positive feedback and are pleased we we were able to impress you. We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"Pleasant Stay at the Roker"

4
22/02/2016

My husband and I stayed at the Roker from the 19th - 22nd February 2016 as we were visiting family in Sunderland. The hotel is in a nice location on the sea front and easy access into the Town. We arrived around 10pm on the Friday night and the bar was pretty busy with a DJ playing. Reception staff were pleasant and welcoming and we were directed to our room. There are quite a lot of stairs in this hotel and it can be pretty noisy. We were lucky enough to be at the back of the hotel which was quiet but as we walked to our room we passed many rooms that were directly over the bar area and we could hear the music playing. In the mornings it was pretty noisy with the sound of people walking about around 6am/7am in the rooms over head and the hallway. Sounded as though they had heavy boots on!!! I wouldn't say this is a hotel you would take young children too mainly due to the noise levels from the bar area and noise in the mornings. However the noise of people walking about in the mornings didn't bother us and we were impressed with the cleanliness of our room. The cleaner/chamber maid did a great job and the sheets and towels were changed every day. The room was pretty hot and the radiator wasn't even on but that was rectified by having the window slightly open. The bathroom was large and like the bedroom was very clean. However the room was right up against a fire escape and the large window in the bathroom did not have a blind up just frosted glass. We were sure that if the light was on in the bathroom at night that most people could see in so we just didn't bother putting the light on in the night and just used the light from the bedroom just to ensure some privacy. We hadn't booked breakfast with the room but could have breakfast and either put the bill onto our room or pay straight away. The breakfast was buffet, with cereal, full English, toast, juice and so on and cost us £18 for both of us. We then noticed a cafe that sold full English on the corner on the beach front about 200 yards up the road that was even open on the Sunday. When leaving we were asked where we were travelling back to and then given a bag with water, breakfast bar and fruit in which I thought was a nice touch. On the whole we liked this hotel and will go back again.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Your feedback is a great reward to all of us and to the effort the team is putting in to improve our guests experience when staying with us. Our sincere thank you as we promise to continue to improve but also mindful to take our guests views as to where improvements are necessary. We look forward to your next visit and hopefully impress you once more. Regards Management Team

"Lovely "

5
21/02/2016

We booked this at short notice for a friends birthday. We had lovely stay and the rooms were very clean all the staff were very pleasant and nothing was too much trouble We had lunch in crumbs and then had long walk on the beach.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for taking time to post a review and I would also like to thank you for the positive feedback which has been taken by all of us as a reward. It's nice to know that our hard work is recognised and appreciated. The team has been making an effort to improve our guests overall experience with us and your comments are a reflexion of that effort and a great incentive. We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"One night break"

4
20/02/2016

Me & my husband had a one night break at the Roker. Beautiful, tastefully decorated room with a sea view. Very comfortable. Very pleasant staff. Lovely food especially at the adjoined Italian Farmhouse...wow... we will recommend & would definitely revisit. Lovely break... thank you

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Your feedback is greatly appreciated and so are your positive comments on the BEST WESTERN Roker Hotel and we are naturally grateful for your recognition. We look forward to seeing you again as we promise to continue our efforts to improve. Yours sincerely Management Team

"Usual excellent stay !!!"

5
20/02/2016

Having stayed at the roker hotel on many previous occasions for pleasure, our daughter studies in sunderland uni. I was surprised to read a few negative reviews, although they were in my opinion vastly what claim to be very petty moaning's about minor issues and knowing this it did not put me off our latest stay one bit . I agree a few executive bedrooms need some refurb but what you pay for it is excellent value and when you get complimentary upgrade its even better. The staff and service is very good in the italian downstairs and ash who has always been very informative and helpful. Would not hesitate to stay here again !!

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your time posting a review as we do take all comments seriously and they are also shared with the team but following your initial problems we are pleased that our efforts were rewarded with positive feedback. Please rest assured that we have taken your constructive criticism on board and will certainly endeavour to improve on our performance and attention to detail in future. We certainly look forward to you visiting our hotel again Yours sincerely Management Team

"Good location"

3
18/02/2016

Good location for visiting in the Wearside area. Check in was quick and efficient. Indeed the staff were more than helpful throughout our stay. Reaching the room (139) was another matter: through door, up stairs, through fire door, along corridor with fire door & step down, through fire door, down stairs, through fire door, down stairs, through fire door. All that with luggage. The room was small, clean and comfortable; but felt smaller due to the large wardrobe and chairs. Two blinds kept the light and draft out; window problem was sorted next morning after we reported it.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Your feedback is greatly appreciated and so are your positive comments on the BEST WESTERN Roker Hotel and we are naturally grateful for your recognition. Regarding the location of your bedroom, the hotel does have a lift which services various floor and had we been aware that there was a problem with the location of your bedroom we would have endeavoured to resolve the problem for you but again thank you for your feedback. We look forward to seeing you again as we promise to continue our efforts to improve. Yours sincerely Management Team

"Function Room / Meal"

1
14/02/2016

Function Room looked very good, well set out and lighting very good. Room temperature Cool to say the least, Calor Gas Space Heater put on table to try and boost heat up. Meal, Soup served just above cold, Meal just about the same. poor quality.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your time posting a review as we do take them seriously and they are shared with the whole team and improvements made where necessary. On Saturday 13th February 2016 the temperature had plummeted which did see a slight reduction in the temperature in the Six Soldier Suite and as a company we did endeavour to keep the room as warm as possible for the event with additional heaters in the room for that specific reason and non-other. We can assure you that a full investigation has taken place regarding your comments with the appropriate action being taken. Again thank you for your feedback and look forward to welcoming you back to our hotel Regards Management Team

"Disgusting Food"

1
14/02/2016

Attended a valantines day function at this hotel yesterday which included a 2course meal. The first course consisted of half a bowl of lukewarm weak soup, none of our table of -10 could decide what the soup was, this was served with a tiny piece of dry French bread, worse was to come. The main course consulted if a piece of boiled chicken, half of one large carrot, a lump of parsnip and a boiled potato-all of which was cold and Grey looking most of our food was sent back to the kitchen only to return lukewarm and swimming in fatty gravy, the inside of my chicken was still pink . The romance of the night was further enhanced by the staff setting up tables in the middle of the dance floor to accommodate the dirty dishes cleared from the tables, a large bowl of water where all the dirty cutlery went and a slop bucket , this remained in place till the end of the service.At the end of evening we sat in the bar area which we were forced to leave due to the overwhelming smell of blocked drains coming from somewhere in the hotel. I would suggest if you have booked a similar function cancel it to avoid disappointment. Complaints to staff and management about the food on the evening fell on deaf ears they have a take or leave it attitude which is shocking.

Manager184, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest We have conducted a thorough investigation to the event on that particular evening and appreciate that we fell short on this occasion for which we apologise and the appropriate action has been taken to ensure that your experience is not mirrored. Please accept our sincerest appreciation for bringing your views to us for it's only by comments from our guests that we are able to monitor and rectify when necessary any shortfalls in the business we operate. Regards Management Team

"Amazing staff but awful experience"

2
12/02/2016

I stayed for work purposes and after a 3 hour drive I got to the hotel and checked in. When I got to my room I was shocked to see the message on the door saying fire exit with a glass panel with a key to my room inside and a hammer along with a message saying in case of fire break glass! You can imagine my upset being a women travelling alone knowing that at any point during the night anybody could smash the glass and access my room! I tried to change but no other rooms were left and I was told I got that room as I was the last to check in despite booking a couple of weeks ago. As it was late and to far to travel to another hotel I made do and didn't get a wink of sleep! I can not believe they made there fire escape into a room to make more money! The staff however are the only reason they didn't get a 1 on the review as they were excellent both Kiaren & the chap that booked me in but sadly I will never stay again!

"Good apart from breakfast"

4
04/02/2016

Our stay at the Roker Hotel was pleasant overall, we took advantage of the free turn down service with slippers complimentary cake and free teddy bear.......nice touches. The let down was breakfast, the timing we felt was restrictive 6am to 9am and the food was not good, most of it was cold and not much of it left. We arrived for breakfast at 8.40 and couldn't help feeling they were winding down, when we asked for more food to be brought out it wasn't a problem but still a let down.

"Great atmosphere"

4
02/02/2016

2nd time visiting here with friends . We are from liverpool & enjoy coming here. Had a meal , mine was full sheet ribs which was served in wooden box . Nice enough but was up through night rather ill . I would prefer my food served on a plate at least you know it is clean.

TavistockHospitality, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Your feedback is greatly appreciated and so are your comments regarding how we present our food and we are naturally grateful for you taking the time to write your review. We look forward to seeing you again as we promise to continue our efforts to improve. Yours sincerely Management Team

"How can an established be so inconsistent! !"

1
30/01/2016

We have left several reviews in this place, both good and bad!! This one very bad. Be very careful of the £1 you pay for a so called loyalty card! !!! "The tills are not working properly so you can't have your rewards, and you cannot even get ya quid back". Great customer service once again from what must be the most inconsistent place around!!!! Pay ya money and take ya chance! !!!!!!!!

"Purely Perfect"

5
30/01/2016

All staff cheery & happy to help with everything, bar staff were clearly well trained and made excellent cocktails. Great calzone in the Pizzeria, the hotel was clean tidy and well maintained. Met the operations manager Mr Dodgson who was helpful with any queries we had during our stay. Everywhere in the hotel there was a new eye catching twist on the hotel trade... definitely the place to be seen I'd definitely recommend this to anyone staying in the local area as the views were incredible

TavistockHospitality, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for taking time to post a review and I would also like to thank you for the positive feedback and are pleased we we were able to impress you. We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"What a great bar"

4
27/01/2016

I visited the poetic license bar with family today after a lovely walk along the beach, what a fantastic setting, it's relaxed yet has an up market feel. The best part though Is definitely the staff in particular Sofian who is such a character an adding even more charm to this place! He deserves recognition for all his hard work he is an asset to your team. We will definitely be returning

"Xmas Day Lunch disaster do not book"

1
24/01/2016

Christmas Day Lunch was like watching Kitchen Nightmares. I booked a table for 6 including 2 children and to say it was horrendous is putting it lightly. It started all good the starters came out but then it went down hill. The soup was really spicy, I like spice but this was taking the mick. After this was left we were all looking forward to our main which we were waiting, and waiting, and waiting and nearly 2 hours later after 4 times I spoken with staff it came. Not only did the girl spill the gravy but there was vegetables missing off each plate, no pigs n blankets, the meat was so dry it was unreal, it was warm, it was totally horrendous. Whilst we were sitting there was more than us that waited nearly 2hrs, some food getting sent back to the kitchen. Even the Management got upset and took her apron off and threw it away and walked out, yes that's how bad it was. The staff were put under unnecessary pressure and I blame the higher management. Not only did I complain on xmas day but also put it in writing the next day. I did not receive any reply so days later I called for the Manager to say we are dealing with a few issues, so I said argh theres more than me complained, he was so arrogant and said well we seen over 9000 guests so its not bad, not bad. Having passed my query on I still got on reply so I contacted HO who confirmed we have received quite a lot of complaints about this hotel, no surprises there. Finally I have had a reply 23 days later and half the email was going on about how successful it was, how trip advisor isn't a true reflection on the hotel, what a load of rubbish, believe me I manage over 50 staff across 7 services and I know that if you continue to mess people off they will not come back, you might keep 8000 happy but that 1000 will do much more damage for your reputation, to rub salt in the wound he has offered us a poxy £6 Italian pasta or pizza, I hope this Hotel gets what it deserves in the future. I know mistakes happen and things can go wrong but the response from this Manager is a joke

"Giles saves the day...."

3
22/01/2016

Stayed two nights whilst attending family funeral. Booked Cosy Double and Twin Rooms - 113 & 112 on checkin. The Cosy double was very small with only one bedside cabinet and a ledge covering pipes in narrow gap at window side. Bathroom down 3 steps in a windowless cupboard. Twin good size and much better value for money. Trouble started in the resteraunt, arrived back from funeral directors for viewing at about 8pm, ordered four main meals with two sides, meal took a while to arrive and when it did no sides. Raised this with another waitress as our disappeared, she returned to say kitchen unable to supply the onion rings ordered. Ate meals and then looked at dessert menu, waitress came over and advised kitchen now not cooking so only items avialable were ice cream or chocolate brownie sundae. At this point fed up after a long days drive and upset at main meal being unavailable to us. Asked to see Duty manager who was great, well done Giles, personally cooked churros for me and offered desserts free and free drinks- when asked for th bill however had been charged for one dessert and drinks. Giles again came to rescue offering 20% of bill and free whisky on return from funeral the following day. Breakfast also a disappointment for me as a non meat eater- really fancied the scrambled egg and smoked salmon, order taken then told no smoked salmon available! Really guys get your act together over the food at this hotel- second breakfast different no menu but simply hot and cold buffet - less choice and less to go wrong I suppose. Staff generally pleasant but clearlygood customer service can not be guaranteed in resteraunt area, I would have left a poorer review had Giles not gone out of his way to make up for the shortfall- give that man a raise or at least a customer service award!!

TavistockHospitality, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your time posting a review but I am however disappointed that on this occasion we did not meet your expectations. There are lots of options available to guests travelling to our hotel via booking agents and we would advise guests that is it not to always best to reserve the cheapest room available as we have a number of options available cosy doubles, standard and executive rooms with the price reflecting the different standards. We do understand that were staying with us very difficult circumstances and we do apologise for the issues you encountered with your meal and breakfast and can assure you that these will be address with our Executive Chef but are pleased that you were looked after. You have mentioned that you did received a discount and other items complimentary from Giles which was at his discretion without the Senior Management being aware but appreciate your comments. We are saddened by your comments but again thank you for taking the time place your review and hope that you would consider using our hotel again Yours sincerely Management Team

"Lovely Hotel"

5
21/01/2016

Pleasantly surprised by this hotel, we have lived in the area all our lives and it was the first time we had ever been in the hotel. Room was very good, clean and comfortable, the bar and breakfast room were lovely, good food and good service.

TavistockHospitality, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for taking time to post a review and I would also like to thank you for the positive feedback which has been taken by all of us as a reward. It's nice to know that our hard work is recognised and appreciated. The team has been making an effort to improve our guests overall experience with us and your comments are a reflexion of that effort and a great incentive. We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"A great place to stay"

5
18/01/2016

This is a nice clean hotel with spacious rooms and comfortable beds. Food is basic but very reasonably priced. Portion sizes are good and serving staff are friendly. Drinks are also reasonably priced. A pint of Fosters cost me £2.50 which is at least £1.00 chaper than any other hotel I have stayed in. Well done to the Roker hotel.

TavistockHospitality, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Your feedback is greatly appreciated and so are your positive comments on the BEST WESTERN Roker Hotel and we are naturally grateful for your recognition. We look forward to seeing you again as we promise to continue our efforts to improve. Yours sincerely Management Team

"New Year two night stay"

5
11/01/2016

Wow well what to say... a terrific two night sat New Year Eve and New Years day night. Great room, great service and the very best polite staff who could not do any more. The stay was planned around a New Year Eve party night which was great value for money with friendly and happy staff including the management team. Everyone was warm and welcoming from the moment we checked, Will definitely do this again cant wait for the next event Thank you to all the staff in the hotel and bar for making a truly fantastic stay, memorable for all the right reasons.

TavistockHospitality, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your kind works and it is good to know that the teams hard work is appreciated. We are working tirelessly and listen to our guests to improve our services and it is fantastic to have your recognition. That is the best reward my team can wish for. We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"Great one night stay"

5
11/01/2016

stayed for one night on a Saturday as we were attending a function at another hotel nearby but we have stayed before at the Roker and always enjoyed it. This time was no different check in was swift and efficient, we have a standard twin room which was more than adequate. Breakfast the following day was great it was a Full English Breakfast that was served to the table it was hot and the food was really tasty. All in all a really good stay and we would stay again and recommend.

TavistockHospitality, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Your feedback is a great reward to all of us and the effort the team is putting in to improve our guests experience when staying with us. Our sincere thank you as we promise to continue to improve and therefore your comments are valuable and being looked upon. We look forward to your next visit and hopefully impress you once more. Yours sincerely Management Team

"50th Birthday Party Function"

5
10/01/2016

We have just had the most fantastic experience this weekend. We stayed for 1 night and were allocated an Executive suite as my daughter 16 was staying with us. The room was fantastically decorated and everything you would expect from a superior room including slippers, Christmas cake, a Teddy and sweets. Room was number 143. We also had a beautiful sea view, lovely sitting looking at the sea and actually I had a bath and was able to watch the sea whilst in the bath - fantastic.The room was very spacious.The function was booked for my wife's 50th birthday, with approx. 100 guests in the ballroom. The ballroom was fantastically decorated and absolutely beautiful.It took your breath away upon my first inspection. The staff very efficient, nothing was a problem at all. A special mention for Colin, who was in charge of operations, nothing was a problem for this chap. They even had a specific cocktail bar in the function suite where they could provide you with a cocktail from a long list. This hotel is very diversified, with a bar at the entrance called Poetic Licence which has an in built Gin Distillery. The gin has been voted into the top ten in the Uk for its quality. The Hotel also has a tea room called Let there be Crumb's, which looked great with an authentic decor and friendly staff. The last thing incorporated in this hotel is an Italian restaurant. So, with all this going on under one roof, you are spoilt for choice.We had cooked breakfast in the morning, which was great and also lots of choice, if you did not fancy a cooked breakfast. If you have a function coming up or are looking for a venue to hold a function, I can assure you that this is the place to be. There were also lots of rooms for guests to stay in. The staff were exceptional from the reception right through to the Events organiser, planners, bar staff, waitresses and doorman. If you just want to have a short break here, do it, you will not be disappointed.

TavistockHospitality, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Your feedback is a great reward to all of us and we can assure you that we will pass your comments to Colin. There is a huge amount of effort the team are putting in to improve our guests experience and we are sure you will agree that the hotel has been undergoing substantial changes and upgrades and your positive comments are a reflexion of that effort and a great incentive to us all. A sincere thank you as we promise to continue to improve but we are also mindful to take our guests views into account as to where improvements are necessary. Yours sincerely Management Team

"Honeymoon"

4
10/01/2016

We booked the hotel and a table for our very small wedding celebration. All was arranged well in advance with the events co-ordinator and she assured me all was booked for me (room, table and food and drinks pre-order for us and our guests). Following our ceremony elsewhere we arrived at the hotel bar to find that the table nor the pre-order had been made so our guests, my husband and myself had to wait in the bar area while the guy at the bad tried to sort out what was happening. He did eventually find the booking on the events co-ordinators emails and the food and drinks were sorted. Given the issues we had with the table, I went to check the honeymoon suite had been booked as confirmed and the room had in fact not been booked at all! Luckily it was available and they agreed to honor the price which had been agreed, again they managed to retrieve this from the correspondence on email from the events co-ordinator. Given I was less than happy so far, as this could have gone horribly wrong I asked for to speak to someone in authority. Once the new events co-ordinator came to see me (apparently the one I had dealt with had left - unsurprisingly as she was clearly not fit for the job) then all was sorted and they even sent me a free bottle of bubbly for the issues, which I was grateful for. So now I have the negatives out of the way, the staff could not do enough for us, the food and drinks arrived in a timely manner and were nice and hot and tasty. When we checked into our room it was beautiful, huge room with dressing area, 2 large windows with sea view, King Size bed, flat screen TV and bathroom with big shower and whirlpool bath. We also ate in the Italian Farm House which to be honest was ok, nothing flash. Breakfast also served there the next morning and was cooked fresh to order, very nice indeed. Overall even though the beginning did put a negative note on our special day it was dealt with efficiently and our guests and us overall enjoyed all aspects of our day/stay at the Roker Hotel. Sea View room is worth the extra as its a beautiful coast line

TavistockHospitality, Management Team at BEST WESTERN Roker Hotel, responded to this review
Dear Guest Thank you for your time posting a review as we do take all comments seriously and they are also shared with the team but following your initial problems we are pleased that our efforts were rewarded with positive feedback. Please rest assured that we have taken your constructive criticism on board and will certainly endeavour to improve on our performance and attention to detail in future. We certainly look forward to you visiting our hotel again Yours sincerely Management Team

"Roker Hotel,Sunderland"

5
09/01/2016

Lovely hotel, checked in by friendly receptionist Maria, room well prepared by Ash and breakfast was served by Adrian, sea view was lovely. Two nice places to eat nearby crumbs and italiana, close to the beach which is ideal for a stroll along , good walk out to Roker lighthouse.

"New Years Eve Disaster"

1
09/01/2016

We booked our New Years Eve stay at the Roker Hotel in Sunderland, but a few days before my aged Mother in law who has recently had a knee replacement had rang to tell us she'd had a bad fall and she'd put her knee out. We couldn't find anyone else to take her place so i rang the hotel to see if they could do anything for us.The receptionist told us she could not offer us a refund so i asked her if she could keep our tickets on hold incase anyone else rang for a late booking. She told us she would have to ask her manager but when she returned she told me there were loads of seats left and informed me they would have to sell their seats first so there was nothing they could do for us. My mother in law was really upset and because she didn't want to chuck £240 away she decided to go. When we arrived we couldn't find any wheel chair access so we had to virtually carry her up the stairs to get in. And when we asked the receptionist about the access she wasn't very helpful at all. Fortunately the lift was close by but when we got out it was like an assault course trying to get to the rooms up and down staircases, We'd also requested for a table towards the center of the room because my mother in law suffers with MS and just to make sure we went down to the ballroom and spoke to the event manager and he told us he would do his best to sort it out for us. Because we had 3 hours to kill we decided to go down to the bar and chill out, but when we got there the barman told us it was shut. he wasn't serving anymore he said he had to set it up for another function for the the night and everybody was moaning about it. So we went back to complain to the reception staff, they told us that there was nothing they could do about it. It was ridiculous here we were on New Years Eve in a hotel and there was nowhere we could go for a drink. They had put functions in every room in the hotel, just to squeeze as much money out of the night as possible and spoilt the night for everyone. The receptionist got the Manager over and after he waffled on trying to justify their actions we demanded that we had somewhere else to go to relax rather than going back to our rooms for 3 hours So he rang a little Italian restaurant next door which was apparently part of the hotel and told us he'd booked a seat for us. But when we arrived we were greeted with hostility from the manager who was verbally chastising his waitress because there were no seats available so we had to wait 20 minutes to get a seat. But when we finally got sat, we were told we had go in half an hour because our table was booked out to someone else. What a bad start to our day that was. Then to my horror we got talking to another couple who informed us that they tried to get seats in the big event that we had booked, but they were told the seats were all booked up so they could only get into a smaller function room . I was furious to say the least because they could have had our seats, and It was quite obvious that the receptionist blatantly lied to me when she told me there were loads of seats left because she didn't want to help us at all. After we were kicked out of the Italian restaurant I wanted to go back and complain to the manager but my wife told me to leave it. So we just sat upstairs in our rooms until it was time to go down. But I decided to go down a little early to make sure we had the seats we'd asked for but I was horrified to find out they had put us on a table right to the front of the room behind the DJ stand. I grabbed the supervisor and asked her why we had been seated there, but all she could do was apologize because she hadn't been told, but she kindly moved a few people around to accommodate us. Then when my mother in law and party arrived we were shocked to find out there was no welcoming cocktail drink for us that was clearly advertised in the brochure and it was ten deep at the bar so we sat down at our table because we had a pre paid drink package but unfortunately that never arrived until 40 minutes later either. By that time I'd gone back and cued up at the bar to get a drink. To be fair the food and the entertainment was nice but it was a long time coming. When we returned home my mother in law was in a right state with her knee, and after hearing what that couple told us it could have been avoided if the Hotel management had just showed a little bit of care rather just thinking about the money, so I thought I'd contact the Hotel and complain. I sent an email to Hotel manager and got a very short response which just kind of rattled me because it just sounded like he was trying to justify there actions and how he cleverly made no comments about helping us with our problem. I reacted immediately with another email telling him I was going to take it further and then I got a response asking to speak to me in person. But when we spoke it was pretty much the same again, apologizing one minute then justifying his actions the next. He did however offer me a reduction in price if we would like to stay next year and a bottle of prosseco for our troubles. i told him i wasn't doing it for a refund or compensation even though i think we were entitled to it, I just wanted to air my grievances and wanted an explanation from them why they lied to me about the seats because my mother in law suffered greatly because of it and it really could have been avoided, He told me he would look into it and get back to me, but I didn't get a response so I've had no alternative than to leave them this review. All in all it was one of the worst experiences I've had, The hotel staff are not pleasant, caring or accommodating, the Hotel is not wheel chair friendly and all the seem bothered about is taking your money. Sorry but its true!!!!!!

"Great nye "

5
09/01/2016

Came here for nye party and stay with friends. Came to an event in the ballroom and had great time food hot and served on time drinks reasonable and good band and dj . Room as I would expect spacious and clean and breakfast next morning plentiful and hot will def return

"Honestly the best stay! "

5
07/01/2016

I stayed at the Roker for one night and booked an executive suit, the pictures looked amazing online and in the most perfect location for what I was after ( and also right on the beach! ). I got a call the day of my stay to let me know that due to a pipe leak that I may not be able to get the room I liked, they insured me that thy had a engineer on his way and it would be sorted by the time I got there. For me this is amazing service so there was no unexpected surprises! When I got to the hotel the staff were so friendly and let me know that the pipes were fixed and that me room was ready. The room was AMAZING. So spacious, very clean, decorated beautifully! It was a real homely vibe, it made me feel so calm and relaxed. The bathroom was huge, a massive shower and a jet bath! What more could you ask for after a day of travel! :) Once in the room I got a call from reception to ask if all was well :) I had an amazing sleep and the weighted sheets felt so good and gave a great rest! In the morning when I went to check out I was handed a bag that had some light refreshments for my day ahead! Honestly, the most amazing service I have ever had! Such a thoughtful and amazing hotel. Thank you thank you thank you! :)

"New Years Eve"

4
06/01/2016

I spent New Years Eve at this Hotel, I had a nice Single Room, with Sea view the Food was very good and the atmosphere was brilliant. I went on the the spur of the moment and had a lovely time. The Hotel is situated right on the sea front. I was a Solo Traveller, but I was made very welcome by the Staff who were very accomodating.

"Poor Customer Service"

1
04/01/2016

The family arrived a little early on 29th Dec and popped in to see if rooms were ready and we could check in, receptionist totally dismissed us saying check in is at 3pm not before. Came back after 3pm and collected keys for two standard double rooms (one with a cot). First warning bell was when receptionist asked if we had our own cot or did we need one (well obviously as we had already requested one). Went up to rooms, son and daughter-in-laws room was small and cramped with no room for a cot at all, they suggested taking out some of the furniture to make room for the cot but this would still totally block the way to the bathroom for one person and would be a hazard in a fire. We asked them why the room was so small and they insisted that it was a standard double in which case don't ever try for a small double!. The room for my husband and I was up another floor we tried the key and the door wouldn't open, the receptionist came up with another key and a master neither of which worked so we had to wait for maintenance to sort it out - at this point we noticed that the door to our room was actually a fire exit with a break glass section with a door key in it - maintenance fixed the door so called but it was still very sticky and very difficult to open. We asked them to sort two new rooms to which they said we would have to pay an upgrade fee we reluctantly agreed and got two new keys. Went up to the new rooms, upon entering ours we discovered that the shower was spraying water everywhere and that the room hadn't been cleaned, in the other room the heating was on full blast with the radiator scalding hot despite being turned off which is a definite hazard for a family with a toddler so again we asked to move or get our money back, they refused to refund our money as we had a prepaid rate and had booked via Booking.com. We finally managed to speak with the duty manager who asked what she could do to make things better and that there were two executive rooms we could have for that night although she wasn't sure they would be available for the second night of our stay; we told her that we would look at the rooms and if they were not acceptable this time we would have our money back. The rooms were ok although ours was dark and dismal but we decided to stay rather try and find somewhere else to go, the manager advised that we might not be able to have the rooms the following night but they would try and sort something out and let us know the following day. Later that evening we discovered that the hot water was off - oh and the lift was broken too. The following day as we were meeting up with family we went about our business as planned expecting someone to contact us either at breakfast or to call us. We did indeed get a very abrupt call at around midday asking where we were and why hadn't we been at reception at 9am to sort things out, we pointed out that this was not what we had arranged but went back up to the hotel to discuss the situation with the rooms only to be greeted by the Manager with "why weren't you here at 9am, did you speak to anyone, who did you speak to" told him that we were told we would be contacted when something had been sorted. He said that we could remain in our room for another night but my son & family would have to move along the corridor to allow a disabled person to use the room they were in but we would need to pay an upgrade fee of £30 per room. We agreed that we could do that and moved our stuff with the help of a very nice housekeeping lady. We checked out after the two nights - lift still broken. In all a very bad experience and we will never darken its doors again. Definitely need a lesson in customer service skills

"hotel"

1
03/01/2016

would not stay here again staff where rude need training new years eve you could not use the bars breakfast was cold the 3 mornings water was cold to shower room was olso cold staff did not care lift did not work untill 2nd day no disable acces this hotel needs a total upgrade from the staff to the building

"Really appalling food and service "

1
03/01/2016

Firstly, I would like to mention this is my first 1 star review. I very seldom visit anywhere that I think deserves this ranking. However, my recent trip to the Poetic Licence Bar was dismal and in my opinion, warrants this criticism. I visited with three adults and two small children on a mid week day between Christmas and new year. Upon arrival at noon, we enquired about a table for lunch (the restaurant area was empty apart from one other table.) We were met by a confused look followed by a fuss deciding where we would be best placed and then repeatedly asked if we were having food whilst left standing around. In hindsight, we probably should have left at this point! After being seated, the waitress came to take our order. The two children were pretty hungry so we placed our order promptly. The waitress then returned to tell us that three of the things we asked for were not available to order. My friends chose alternatives and then two of them were told those weren't available either. We were also told that the chef had just arrived (it was 12.15pm despite them advertising lunch service from 12) and we may have a slight delay for our food. The mother of one of the children had ordered hummus and crudités as a starter for her sons (aged 10 month and 2 years) and politely asked if this could be sent as soon as possible. Now I'll try and cut a long story short and get to the point; we waited in total 1 hour 40 minutes for our food. This included the bowl of hummus. The whole place was very quiet and then started filling up about an hour in. But to my knowledge not many people were being served. We were offered a bowl of bread after our third complaint and a plate of nachos. This was 1 hour 30 in. When the food finally arrived it was dreadful. I didn't think anyone could go wrong with scampi and chips but I was wrong. I only wish I'd taken a photo! It was thrown together in a bowl and was freezing cold. There wasn't even a bit of lettuce or lemon on the side! My friend ordered fish and chips and it was so dry and over cooked there was no fish to be found amongst the batter! All the food was cold and overlooked as if it had been standing around for ages. The biggest insult was the children's meals. The hummus was thrown messily into a bowl and did not come as advertised. The children's macaroni cheese was like cold wall paper paste and at £5.95 it's not particularly cheap. It's such a shame because this bar has all the ingredients to be brilliant. I've now visited a few times (although this was my first time for food) and service seems consistently slow and complacent. I think They need to get a few really good members of staff in and start building a proper team because at the moment it just doesn't seem to be working. Won't be racing back.

"Executive?!???"

1
02/01/2016

Booked an executive room for a new year stay. Going by the pictures on the website we were really looking forward to our stay. At check in we were advised no room Service or food available due to functions on. We were given rooms on the top floor. Sea view. However the room bared no resemblance what so ever to the rooms on the website. A very poor dark room With a sea view. I tried to call reception to see if they had made a mistake. Phones didn't work. No mirror above the desk: dressing table to even get ready!? Just a mirror next to the door in a very dark corridor unable to use to het ready. A tray in the cupboard to boil a kettle. No mini bar. I've never stayed in such a poor executive room.

"Worst new year for organisations "

2
01/01/2016

Arrived at 530 to be told no one could have drink till 645 I was really look forward to relaxing and starting new year myself and my husband were then put on table of family of 6 so we felt excluded there they decided it was there table there party popers they said oh well suppose u on this table food was cold beef medallions was slice carved beef dry as sticks let's just say best thing about this was breakfast next morning

"Awful "

1
30/12/2015

Worst hotel I have ever stayed in. If you won't no sleep at all. Ignorant staff. With people running up & down corridors all night. Then would recommend. The sink plughole was full of hair that filled sink without use of a plug. A really dreadful hotel. Tried to ring reception but phone didn't work there was no dialling tone. Bar just smelt of stale beer. We left our full drink as the smell was horrendous. I really think they need to drop the "Best" from the title. So if you fancy no sleep, hair filled plughole, rude staff & stale beer smell. Then this is hotel for you.

"Appalling and rude, never again "

1
29/12/2015

I have been coming here since I was a child and I'm now 30 and I used to work here. Today we went for a family dinner, the food took an hour to come, then one meal was missing. Instead of apologising and getting us the food as quickly as possible they questioned us, said we didn't order it in the first place then kept shouting about money when this wasn't an issue as we had a tab running. So I told them to forget the missing meal I would get something later. Then half an hour later they come with my meal, on the house but forget one of the main ingredients, so I waited but 20 mins later (1.5 hours after originally ordering) it still hasn't arrived and the rest of the food was cold. So we paid for what we did have and I left hungry. I was extra annoyed about the above because of another incident that happened here a few weeks earlier. I was visiting home as I no longer live In the north east, I decided to go to the Roker with a friend and my partner to celebrate our engagement. The Service that night was awful too. It took 25 mins to get served at the bar, then from ordering it took a further 20mins to get the drinks. Then the drinks weren't complete so I complained to a barmaid. I later went to the same bar maid to order drinks and her response was something along the lines of "were you giving me lip earlier?" I was shocked and told her I wasn't going to be spoken to like that, and I'd order from someone else later and I walked away. Then she came from behind the bar, was in my face and pushed me. I asked another bar member to get me a manager. However low and behold 2 mins later a bouncer came to throw me out. Then the bouncer wouldn't tell me what I was supposed to have done. He threw me out in the rain with no coat or bag and wouldn't let me back in to get them or let me see a manager. Then he stood over my partner and friend, while they paid for the meal we had just had, as if we were criminals or drunk teenagers. We weren't drunk as service is so slow we couldn't have gotten drunk even if that was the intention.

"Family Christmas Ruined"

1
25/12/2015

We booked a family Christmas Day dinner in the Ball Room, pre-paid, pre-ordered the food and settled back for a trouble free Christmas Day. What a load of rubbish ! We arrived on time and were shown to our table, so far so good. Within minutes our pre- ordered starters arrived. One was wrong but these things happen and it was soon replaced. Then we sat, chatted and waited, and waited, and waited, and waited. After an hour of waiting a waitress came over to say that our next course (also pre-ordered) would be about 10 minutes as the kitchen was running behind. I think we'd kind of worked that out for ourselves by then. 10 minutes past but still no meal. I got up and went to complain to the woman who seemed to be in charge and as I went to speak to her the meals came out so I went back to the table to finally enjoy my Christmas dinner. Wrong again ! The food was cold and absolutely not acceptable. I again got up and went to speak to the woman who seemed to be in charge. I told her that all the meals were cold and that they needed to be changed for hot food. The meals were removed and taken back to the kitchen however the word 'sorry' was never mentioned. After about another 5 minutes the woman came back to the table and told us that the kitchen staff had 'agreed' to make us fresh meals.....'AGREED' ! Absolutely unbelieveable but still she managed not to use the word 'sorry'. Finally some hot meals arrived and they were very average to say te least. we had our sweets which were ok and at last we could leave. All I can say is 'thanks for ruining our Christmas Day Dinner'. The level of customer service was about as low as it is possible to get. the food was poor and the level of organisation demonstrated by the Roker Hotel was way below what I would have expected from a long established hotel. Rest assured that we will not be returning and I can only use this disapointing day to warn others to avoid this place like the plauge for next year or any other event that requires a level of competence to produce.

"Room for improvemnt"

3
23/12/2015

Had a small room (115) at the rear of the hotel which has been renovated since my last visit some years ago. So small they put the tea making tray in the wardrobe! Bedside light switch intermittent and very small television high on wall with poor picture and very difficult to operate. Think remotes need new batteries. Ate in Italian restaurant one night and in the bar the next. Not impressed with the food in either and wouldn't eat here again. Thai Chicken Curry was more like Chicken Supreme - no spice whatsoever! The cocktail bar was nice with good selection of drinks. As a G&T drinker the Northern Dry Gin was good. Dirty plates (from room service) in Bedroom corridor when we went to breakfast and still there in the evening. Breakfast was alright - standard. Judging by the number of people in the Bakery & Cakery, Let there be Crumbs, on both afternoons we were there, it is very popular. Woken late at night by noise from ballroom and in early hours of the morning by noise from the kitchen.

"Terrible!"

1
19/12/2015

My wife and I visited for a bar meal today. The order was taken by someone who clearly didn't like being at work. We waited 45 minutes for the meal and it arrived shortly after we complained. My wife's scampi was inedible as it was overcooked and the coating tasted very strongly of salt. My steak and ale pie tasted strange and the steak was so tough I was unable to eat it. I acknowledge that the supervisor (a pleasant gentleman) offered us a replacement meal (which we refused as we didn't have the time to eat it). He also offered cake which we declied. We received a full refund. I'm afraid the whole visit was not something we would want to repeat.

"Brilliant nogjt"

4
17/12/2015

So after a lot of negative feedback we still decided to stick with out booking at the roker for our work Christmas night out. We opted for 80's night and a few of the gang dressed accordingly! The night started a bit slow with the usual Christmas songs but food was served swiftly and what was presented was a good sized portion. No one wants three massive courses. I had the prawn and salmon and saved my bread bun which all went down a treat. Then came the main, most of the party had turkey but to go against the grain I had beef and what a portion I received! Lastly I had the chocolate tort which was delicious! Then the 80's act came on! For a cheesy Christmas party they were fab playing all the 80's hits! Anyone who had previously dissed the party nights must have too highly an expectation as I was completely satisfied! Drinks were a little pricey with a white wine spritzer coming in at 4.85 but it was worth the atmosphere and night time entertainment over all. I would recommend to a friend and would certainly return to a Christmas night at this venue again! ????????

"Take That Take This ?????"

1
10/12/2015

Where do you we start came here with high expectations for a Take That Xmas party night. Sit down 3 course meal and entertainment. Food was absolutely appalling cold insipid and tasteless. Take That tribute band performed in the dark virtually and the disco was better than them. Combined with expensive drinks avoid at all costs.

"Disappointing"

1
07/12/2015

Rang a week in advance to request early checkin as going to football match. Receptionist took details as she said the computer was down. On check in told 2 rooms booked in the name if Harris, one room was ready.....but not ours! It was the other Harris and we would have to check in later?? Booked a table at reception for evening meal for 8.30pm. When we arrived there was no reservation but we got a table. Ordered meat sharing platter at a cost of £24. It was shocking. The meat so overcooked it was hardly edible. Obviously kept warm all evening. We had literally just started to eat when the waitress asked if we thought we might want a dessert as the kitchen was about to close ! We declined and were too tired to chew the overcooked meat so left. My husband was actually ill in the night. The room was small but spotless. We wont recommend or return.

"Nothing too much trouble .. massive refurbishment programme taking shape on an hourly basis."

5
02/12/2015

Although the rain threatened to drown everyone walking round the Roker Park Lights nothing could dampen the enthusiasm and considerate care shown by staff in this friendly hotel. From the head distiller who directed us from the rear car park and explained all about how he had made award winning gin to the ladies who tidied our room we were impressed by the commitment of the staff. Loved the "turn down service" and the teddy bear who now travels with us in his brown carrier bag. Really enjoyed my vidit to the glass museum and am looking forward to our next visit.

"Excellent value for money"

4
02/12/2015

This was a last minute booking and we were pleasantly surprised yes the rooms were a little small but we were only sleeping there so not a major issue. The bar food was excellent cocktails great do try the gin versions, we also tried the Italian restaurant attached to the hotel and it was great give this hotel a go its worth it

"Family reunion"

1
01/12/2015

After complaining about the room we had been put in at the Beach View Lodge, they offered us a room in Roker Hotel at an extra cost of 45 a night ....So in total we paid 255 for 3 nights.....The room was lovely , and lady at reception was great .....After meeting up with family , and a late night , we arrived back at hotel and went to bed.At 10 am we placed the DO NOT DISTURB sign outside door .We thought let's have a lie in.Then all of a sudden at 11 we have been woke to the music blasting in the bar below.....How can you charge as much for a high class suit and stick it above a noisy bar .....We are on a 3 night stay and been in 3 rooms so far ....I wouldn't book here ever again ....The first 4 pictures are from first 2 rooms .The last pictures are the room we are in now ....But not a room to relax in .Far too noisy. ...Regards...Karens Cliff hotel .Blackpool

"Poor service"

2
30/11/2015

Stayed here before and had a poor experience but wanted to give it another go, big mistake. Hotel staff are rude and unattended . I had problems with my room the first time so made a point upon booking to ask for a room at the back of the hotel, as the front overlooks the sea, road, car park , bar front and smokers huddle. So upon arrival, and yes on my last visit I asked they make notes on my account as I'm a best western member, to be allocated the same room some what shocked me. I asked to be moved which I was with some persuading, to a higher room but still facing the front? The room was dirty, had old sweet wrappers in the ash tray, was cold, window vent had masking tape on it, dirty shower etc etc never an exec room that I had paid for.noise from the front until late, this being a Monday night ! Anyway, put up as just past asking really for something quite simple, I'd say. Ate in the bar surrounded by foul mouthed guests and visitors, just glad I was on my own really. No fault of the hotel but it that was my bar I'd be chucking people out, no need for it at all..quite horrid..rude guests etc Food was ok ish but better on offer out of the hotel with staff who actually a. Speak English and b. Know what customer service means All in all, would not return and will not recommend. Wifi is also poor to non existent.

"Noise, hot and uncomfortable."

2
29/11/2015

First I was put into a room right above the VERY noisy function room. After asking to move I was moved to a room in the basement many flights of stairs down. I asked could someone help with my bags and was sent a 60 something year old lady. As you can imagine I was shocked and refused to let her carry the bags. This was all while 2 young men stood by and did nothing. I was then moved to the basement and ordered room service which was cold and tasteless. The room was very hot and the radiator was broken so I was unable to turn it down. There was not apology for any of it.

"Great time"

4
24/11/2015

I stayed at the Roker while working up in Sunderland - after a long hard day I arrived at the hotel late in the evening. The kind lady on Reception gave me a room upgrade to a room with a jacuzzi bath! Had a good soak great sleep and a great breakfast with a great sunrise. Will be staying again in November.

"ONLY OVERNIGHT"

5
24/11/2015

Only stayed overnight but from the early check-in and late check-out very pleased, Room very clean and tidy with great view, Good selection for breakfast and friendly staff made for an enjoyable stay. Will definitely stay again!

"Disappointing experience"

2
23/11/2015

Booked a table of 4 for Sunday lunch and first impressions were brilliant. Big spacious bar, plenty of selection of drinks especially real and craft ales. Seated easily and drinks order was taken fine. Disappointed that the regular menu wasn't available but can't have any qualms as it is a Sunday! A good Sunday lunch is few and far between, as we were to find out. Firstly, our starters left very little to the imagination. I got the deep fried brie and instantly knew it had been pulled from a freezer packet and garnished with limp, undressed salad leaves and a minuscule attempt at an onion relish. Very little flavour in the brie and one of the other members of the table actually had a small hole in their brie where the cheese had managed to escape partially into the fryer! Still, never mind, on to the main course! I ordered the braised shoulder of lamb which I was expecting a pulled and rolled/pressed portion of lamb. Instead, what I got I don't even think was the shoulder! It resembled the leg steak cut, very fatty (Fat would render more if slow cooked) and absolutely zero flavour. The vegetables were freezing cold as were the potatoes and mash I had on my plate. One of the party had to wait an extra 10 minutes for her main course as apparently it was arriving from a "different kitchen". True or not, to wait 10 minutes whilst we picked at ours in starving politeness is terrible. We did have the missing meal taken off the bill and 10% knocked off for the inconvenience but we were left feeling very underwhelmed, as we were recommended the place by friends. I would like to see the regular menu in full flow but the Sunday lunch did not fill me with much confidence.

"Great place to stay"

5
23/11/2015

Full credit goes to all the staff here at this hotel. From the reception staff, the cleaning staff and all the staff working at Poetic License and Let there be crumbs, the Managment of this hotel have done a great job of hiring the best. We stayed for 2 nights and ate in Poetic License both evenings The quality of food and drink is outstanding for the price. You have to try Old Tom Gin if you are a gin lover. We unfortunately did not have chance to visit the Italian restaurant, however, friends of ours did and would highly recommend. The rooms are well appointed and spotlessly clean. Well done

"A wonderful gem which deserves serious consideration "

4
19/11/2015

I stay here almost every year. It has recently been refurbished and looks much fresher. Rooms are very comfortable, warm and well sized. Hotel is wonderfully replaced on the sea front. The reason why it's not a 5 is (1) the disorganisation of the breakfast, coffee without a cup or milk (interesting challenge (2) extraordinarily busy restaurant which meant a half hour wait before they could even take an order But don't be put off by that. The place is a beaut

"Not bad at all!"

4
16/11/2015

Stayed on Saturday for one night and I have to say the hotel was spot on. The room was very good, nice and big with a lovely en-suit + a sea view. The bar down stairs stocked a good range of drinks at reasonable prices. And the food they were serving in the hotel restaurant looked very tasty. As we were there for a wedding we didn't try the restaurant, but I dont think we'd have been disappointed if we had. The breakfast was top notch, full English as much as you wanted, plus cereals,fruit juice,coffee and tea etc. The staff were also very good. The only negative was that it was a bit noisy in the room from the music downstairs, but all in all, not bad at all.

"in hot water - not."

3
14/11/2015

Good location, nice pub/bar restaurant attached to it really helpful and polite staff. Rooms with all facilities but decor a bit stale. Not really convenient on foot for town centre and nightlife . The one thing that let it down was that the water in bathroom even after running for several minutes on highest setting never got above warm, certainly not hot enough to shave or for someone with longer hair to get shampoo out.

"Our yearly visits"

5
13/11/2015

Every year we go to this lovely hotel , the staff are very accommodating ,kind,and stick to their word , we had heating and hot water problems on the weekend of 5678th of November , but management were soon having it repaired ,and true to his word we were compensated , the breakfast was amazing , with lovely furnishings , the rooms spotlessly clean, with fresh towels and a cozy bed , the restaurant and bar staff were very nice , and the waitresses also, But a huge Thank you also to Roxy on reception , I had forgotten to take my door keys ,car keys and gate fobs for my work out of the drawer in my room , and only realised after 250 miles away from the hotel , a quick phone call and Roxy soon had my keys tracked down , registered and back to me first class post !! We asked for a room with a sea view and she accommodated ......plus we kept pinching her lovely apples that were on reception for the guests !! Thank you very much , we will return again next year , for another lovely break ,

"Hotel Review"

4
10/11/2015

This is the second time I have visited the Hotel the first time was about 8 ears ago. It has changed a lot the rooms are much better and the hotel is cleaner. The bar was still there but it has changed with the times and I believe that is it not so football orientated. Did also miss not having the old Thai restaurant as another food option. Also felt that the Italian took last orders a bit early (9.30) as last time I used it with a friend we did get in there until 10.00pm which suited us after having a few beers after the football. Still there are options outside the hotel for food which I did use on the Friday night, However none of this would put me off staying in Hotel again.

"Halloween wedding"

5
09/11/2015

A very big thank you to all of the staff at the Best Western Roker Hotel for making our halloween wedding perfect. We couldn't fault a thing. Family & friends were over whelmed with the hotel, especially let there be crumbs. Also a big thank you to Nicole the wedding coordinator for all the little details, she's a big asset to the hotel. We have already booked up for our 1st wedding anniversary. Andy & Pam Hall

"Food nice"

4
06/11/2015

We went as a large family group. The food was excellent in quality and portion size - service was a little slow but not an issue as I would rather have good food - chap who seemed to run the restaurant was a good host and attentive. We would definitely return

"Good. Helpful staff"

4
06/11/2015

First class reception staff friendly and helpful. I was late but sandwiches and beer prepared as arranged earlier. Room clean and modern decor and furnishings. Shower hot and strong. All that for £37 for a single room - would have been pleased at twice the price. Only let down was no heating - if that had been working would have been definite 5 star feedback

"Lovely coast retreat"

4
02/11/2015

Outside appearance does not do this hotel justice . Beautifully decorated inside and very personable staff. The attached pub and restaurant are amazing with views to die for . The food was reasonable and presented immaculate . Breakfast was served cooked . The room was immaculate and the hotel was undergoing a refurb ....well worth a visit

"Lovely hotel - worth trying!"

4
01/11/2015

We often stay in the north east but have never stayed here, but as we were visiting the Sunderland Illuminations decided to treat ourselves to an executive room here. Booked it 3 weeks before our stay and it was £130...checked 2 days beforehand and it was down to £103! Had booked on a flexible basis though so I just cancelled the first one, and rebooked at the cheaper rate. We couldn't get parked at the front of the hotel but having researched beforehand, I knew there was parking at the back -and although it was busy there were still spaces. From the rear, you enter the hotel from an inconspicuous entrance opposite the Poetic Licence distillery, up a flight of stairs and you find yourself in the Poetic Licence bar. Go through the bar and you're in reception (some signage from the rear of the building would be useful!) We were directed through a door to our right and you go from the light, airy, minimalist reception into a darker, panelled staircase with an elaborate chandelier. Opening the door to our room it really did have the 'wow factor' - big room, decorated in grey and dark purple with silver furniture, with a huge picture window facing out right across to the seafront with an amazing view across to the beach and Roker pier! Bed was absolutely huge, one of those that even as a couple, you can get lost in. Lovely snuggly duvet and more pillow than we knew what to do with! Bathroom was a good size with a similar sized but frosted window, bath and a shower over - and the same grey and deep purple colour scheme. Having your morning shower in there with the morning sun streaming in is wonderful! We ate dinner back downstairs in the Poetic Licence bar (more in a separate review for that) but worth trying, fab food and drink - great beers and gins too! Waking up on a beautifully sunny morning to open the curtains and see the sea is just amazing...really made my weekend. There were only a few things which could have made the stay 100% perfect... - when you enter the hotel from the back, you have two sets of stairs before you get to your room; a lift or the offer of a porter would be handy. We only had weekend bags so it wasn't a major issue (although I currently have a foot injury so it would've been useful) - the room was extremely warm and no sign of a thermostat or a fan, so we had to sleep with the window wide open. We passed another couple on the stairway as we were leaving and they were talking amongst themselves how warm their room was, so I know it wasn't just us. In the autumn like now, opening the window to compensate makes it manageable...but I can't imagine staying there in midsummer! - Our room was at the front of the hotel and right above the bar so we could hear the music and general hubbub from there until midnight. Probably the price you pay for an exec room with a sea view but it was nice nonetheless to relax in that huge comfy bed then drop off when the music stopped. For the most part though, this is a great little hotel and after years and years of having driven past it, very glad we took the opportunity to stay there!

"So much better than it used to be."

4
30/10/2015

Stayed for three nights whilst visiting relations nearby. Years ago this was a pub with rooms and very poor. Now, it has been refurbished and offers quite a bit of style. We were made most welcome, with a room away from the main bar area and noise. (It is still a popular night-time venue with live music, cocktails etc.) Room came with complimentary tea and cakes, slippers, and a Roker Bear for each of us! Room was large and comfortable. Staff were really helpful and friendly. Variety of food available through day. Good bistro style restaurant where breakfast was served. If you need to be in Sunderland, check this hotel out.Very good.

"A rainy night at the Roker"

4
29/10/2015

This hotel was recommended to me by a colleague for my business trip to Sunderland "as it was at the seaside." I have to say the location is excellent. It would have been great on a sunny August evening. However on a blustery October evening you are somewhat confined to barracks. (With a telly that buzzes). The hotel is clean and tidy but is a little bit of a rabbit run and had noisy plumbing. This could be seen as character rather than the general generic hotel chains. The staff were all friendly and helpful. The food in the bars and at breakfast was acceptable. The big question would you stay there again? Yes I would. But I would rather have a sea view than the rear facing box room I had.

"Fabulous hotel experience"

5
25/10/2015

This hotel stands out WAY ABOVE others. The personal care staff take to ensure you have the most amazing stay is just brilliant. Meeting the gin distiller who'd just won an international award and being shown the still was a real treat along with lots of other delightful surprises. Delightful accommodation and excellent food and drink.

"Italian farmhouse ristorante"

5
24/10/2015

5 star in every way. Our waiter Ihsan looked after our table like gold especially our birthday girl Amy. Service, settings, food and atmosphere spot on. Will be back thankyou for a lovely night. Amanda and Amy ????????????????????????????

"A pleasant surprise"

3
23/10/2015

visited on the 17th of October. rooms very spacious, in need of modernising but we were lucky to be given an upgrade to sea view rooms which was lovley. lunch in resturant was lovely - would have been nice to have been told that there was a coffee shop in the hotel which we could have visited - but the fish and scampi were very pleasant. staff very friendly and helpful - breakfast super choice and served hot by pleasant staff.

"lovely hotel lovely staff"

4
21/10/2015

Couldn't fault the staff from arrival to departure, very pleasant, polite and helpful. Would definitely use Best Western again but this hotel is now on my favourites. Nice touch with the teddy bear and complimentary turn down service. The only negatives was the room was too warm to sleep all the way through and opening the window allowed the noise from outside to keep me awake.

"October"

4
16/10/2015

Visited here for 2 nights with my mother in law . Good executive room with views out to see and illuminations. Good restaurants with attentive. All staff attentive and helpful apart from the one receptionist who received us on booking in . We have stayed in Westerns all,over the world and never had to pay for the stay as soon as we arrive especially as they already had the credit cards details on booking. Receptionist informed us that too many people left without paying ! Are we all to be classed this way

"Horrible food"

2
12/10/2015

I visited her with a young family for a meal the staff in the restaurant were friendly one man in particular (older gent) nothing was a problem I had fish and chips and the Chips were like biting in to bricks rock hard and potatoless nothing inside and I had chunky chips can honestly say worse Chios I have ever tasted my partner had burger and he said it was very very greasy and the breadbun taste like egg my daughter also found a nut on her plate she had sausage and chips don't no why there was a nut in it beautifully decorated but that's and the staff was only upside would not return sorry

"Sludge, drips and extortion"

1
07/10/2015

Having written a better review following first night's stay, lastnight and this morning requires a poorer review. Bath water forced sludge into shower, the bathroom window leaked rain all over the floor, the blinds in bathroom and bedroom fell down and hit me on operation, and on checking out, I was told my prepaid flexi rate was incorrect and I owed them more money. On showing my booking email, their hand written rate on my room card and the receipt for payment on arrival they said they wouldn't charge me but it was wrong, like they were doing me a favour!! They event printed an invoice to my company with a higher rate, so have alerted my finance dept! Won't be stating again. The nice decor covers multitude of sins.

"Lovely room, terrible breakfast"

3
06/10/2015

Don't have breakfast here, which is served in the adjoining Let there be Crumbs. It was cold, barely anything left at 8.30am and the French pastry was stale with a weird bacon flavoured greasy coating. Disgusting. Shame, as staff and surroundings lovely. Really lets hotel down.

"air show weekend"

2
05/10/2015

We expected the hotel to be busy it was ,30 mins to get a drink and nowhere to sit for residents , Staff tried to find somewhere for us to sit after walking around all day, ended up in our room .Should have brought a bottle of wine from home with us !! Breakfast really not up to much..We had a room with( large jacuzzi bath) en suite , did not book room for bathroom but for view of the beach from our window. Bed and bedding lovely but a tired room , worn carpet, with no aircon , which it sorely needed, and we have never seen so much bad paint or should i say overpainting and misuse of silicone in a supposedly classy bathroom in our lives made it look a bit grubby.All this for 2 nights ,costing about £320.00 what a joke.More like a b and b with attached pub and restaurant. good points where lovely staff and great evening meal which we paid for seperately. Complaints to management where not addressed adequately, and replies appeared to us both patronising and not bothered. So as one e-mail from them said ,"hope to see you in the future" guess what, they will not.Such a shame as it is in a really good location.

"Friendly and Relaxing"

5
04/10/2015

Great hotel and friendly staff , great room with a great view over the sea.Very relaxing after a hard long day.I was given a free upgrade and the room was awsome - great jacuzzi bath which took away my aches and pains. Had a good breakfast with a GF bacon sandwich and good coffee. Perfectly situated for work at the Stadium of light and friendly staff. I will be back again.

"Renovating"

3
29/09/2015

No mention of renovation until you get in the lift, how hard is it to update your webpage these days? Had we known we would have stayed in the Marriott further down the seafront. Excellent location and had enjoyed a stay here previously however it does seem to have gone downhill since. First room offered was miles from reception and down in the basement next to the laundry room (137). Lovely receptionist offered a nicer alternative on request with a sea view (119). Corridors were filthy due to renovation work and what looked like electricity board workers dragging mud in on filthy work boots. Room was nicely decorated and the bed comfortable. The shower was very powerful which I love and much better than the dribbly ones you get in some of the "lodge" type accommodation. I think this hotel is going to have its work cut out to get a trip advisor excellence rating again.