Booked a twin room (with two single beds, as shown on the website). On arrival, we were given a key card and sent it to our room. Unfortunately, when we entered, we saw it was a double bed with a settee, so we traipsed back down, only to find noone on reception. We buzzed for staff ON TWO SEPARATE BUZZERS for over 5 minutes and waited and waited! In the end, we went into the restaurant linked to the hotel and asked how we could actually locate a member of staff. The lady was very friendly, and after buzzing and phoning colleagues, who didn't answer, and looking on security cameras to try and find someone, she went upstairs into the hotel on a mission to find someone herself. To cut a long story short, two members of staff were eventually found! We were told that the hotel does not even have rooms with two single beds. On hearing this, we showed the website picture, only to get the response of, 'Well, we can make you the bad settee up, if you want'. I certainly wasn't paying nearly £80 for a bed settee for my 6'1 son and myself, so I asked for my money back as I was NOT getting the service I had asked for. The receptionist said she couldn't do that and that there was no manager she could speak to to authorise it until the morning. No manager to contact, even if there was a real emergency? What??? We did get a refund in the end (should be in my bank account in 5 days!!!🤷♀️) and ended up booking a hotel, for the same price, around the corner, which had much nicer rooms and better service! I've always loved staying in Premier Inns, but his is the second time I've had a problem in the past year, and there being noone to contact. Last time, I was told email Whitbread the next day, only to find that they didn't really care, so I wasn't going to let this happen again!
72 Reviews