Premier Inn Scarborough (South Bay)

First the positives. The room was very clean, comfortable and bathroom was obviously recently refurbished. Breakfast was excellent and good value, but more on that later. Now the not so good, or could do better! The check in policy is ludicrous, I understand they need to have a designated check in time, but whilst waiting (40 minutes) I overheard the staff clearly stating that all rooms were ready for guests, but as people were entering the reception they were informed that check was not possible until 3pm and they had to wait or pay £10.00 for an early check in! The result was a packed reception and when they did commence check in, due to a “new system “ it was painfully slow! Very poor customer service. The breakfast was good value, but the attitude of the cashier guy was poor at best, probably rude if to be defined. On approaching him I was asked “ breakfast for two “ to which I replied “ no there’s only one” to which he snapped “ well I’m not to know that!” Not expected and yes rude!

very nice

Stayed at this hotel for first time and it’s now become my number 1 choice for Scarborough. Lovely big room, comfy bed, huge bathroom and friendly staff. Perfect. Of course the location is spot on too as you are right in the town and close to all amenities

Right in the town centre it's as you expect a Premier Inn to be. You know what you get. Staff were friendly enough, always helpful. Hotel itself was clean enough. We had the premier rooms so a bit bigger than others. We didn't eat here, there are plenty of cafes etc around for breakfast and restaurants for other meals. 2nd time weve been (3 friends on a weekend catch up). Can't really complain

The two ladies on reception when we checked in dealt with the fact I had managed to only book for one person without fuss and sorted out, even checked a future booking to make sure not made the same mistake, the room was your usual Premier Inn standard room, clean and comfortable. Positive experience

Terrible weekend stay at this hotel, very dirty, exisiting guests dirty pants in the room and poor service! Arrived just before teatime. 2 adults/2young children. Had 2 towels in room for a family if 4 and no toilet rolls. Asked reception to sort whilst we went out for tea. Came back in the evening ready for bed and realised the room hadn't actually been cleaned. Smears across the mirrors, dirt on carpet, just poor. The final straw for me was when I went into the bathroom and closed the door behind me (after putting my children to bed). I saw a used pair of mens underpants on the floor under the radiator. I was mortified, I went down to reception at 10pm and asked them to come and remove them. Not happy at all! They offered to swap me rooms the next day as they were full that night. We were on a 2 night stay, so I requested the room be fully cleaned the next day. The bar manager here is rude, he refused to re-make me a vodka, lime and lemonade which didnt taste right. He told me it would taste the same if he made it again so refused to. Yes I got a refund, but i wanted a drink not a refund. I sat with my husband and kids while they finished their drink and we left. Breakfast was OK, if you didn't want a fried egg. The staff brought out a mini tray of 6-8 eggs to feed approx 50 people. Outcome Yes, I recieved a credit for £49, the room cost for the 2 nights was £208. This is disgraceful! No-one in their right mind would pay a penny to stay in a dirty room! I would also like to add that their complaints process is very poor, again not happy with their offer of £49, however when I advised this, apparently its the most they can do. I will most certainly be avoiding this particular hotel, and other Premier Inn Hotels in future.