As a frequent business traveller working in events, this is my home away from home. It’s the hotel I recommend for all business meetings held in this area. I've always been greeted by a friendly receptionist, but unfortunately that changed this week. I made a booking a few weeks ago for a business purpose. I rang the hotel twice to confirm my booking over the weekend and was told by the receptionist it would be fine. I also made her aware that I will be staying overnight myself but will be joined by my husband who will be working with my during the day - again all fine, as always. I called on the morning of my check in to request an early check-in and was told by a different receptionist that she had cancelled my booking as she assumed it was for leisure. Strange since I received a 'we're looking forward to seeing you' email from Prem Inn the night before - but these things happen. I was then asked over the phone to re-book my stay as they had cancelled it, so I did. I was told I was able to check in from 1pm. I arrived at 1:30pm and everything seemed ok. However the receptionist issued my key card and I noticed that it said 'single room', even though I requested a double. When I questioned this, she told me that as it's just myself staying, they have given me a single room. This has never happened before during my stays at this hotel, or any hotel for that matter. Since when did Premier Inn change their customer's rooms? Surely it's up to me as a paying customer what type of room I would like? Anyway, I assumed it was part of a new rule. I also arrived with my husband who was going to work from the hotel with me for a few hours before returning work as he works a night shift. However when leaving the lift on the first floor, I was met by the receptionist who cancelled my booking. She quite abruptly told me and my husband that we needed to leave as I was not allowed to bring anybody into the room. I explained that I already clarified this with the hotel before my arrival, and that he will not be staying with me. I was then told I was 'lying' and 'that shopping with my boyfriend is not a good enough reason to stay.' Laughable really, when we were both clearly carrying laptops and have been married for four years. But to be called a liar in public, on the first floor with people walking up and down the stairs was really unprofessional, humiliating and certainly not how you would expect any member of the premier inn staff to behave. We were not even asked to come downstairs for a more private conversation. So I decided to speak to them myself to understand why we were being told to leave. They told me again that I'm not allowed to have anybody in the room with me and cannot stay for leisure purposes. Despite explaining for what seemed like the fourth time that it’s for work purposes and was able to show them adequate proof - and my husband - who lives in the same house as me - is not staying, I decided to ask for the manager. She claimed she was - highly unlikely as I don't think a manager at premier inn would conduct herself with such aggression. A couple was also leaving at the time I checked in, and when I questioned this, there was of course a reason for it. It feels as though the receptionists played me throughout the whole process from booking until checking in, only to kick me out for their own entertainment. It’s a sad shame that during hard times, people are manipulating the situation as they see fit. If my husband being with me was genuinely an issue, then I should have been told about this on the many occasions I spoke with Prem inn on the phone, or spoken to calmly at the very least. Rather than being told to leave as though I am a teenager who has been caught smoking in a classroom. So, I drove home that night after my training session and am sad to say after five years of staying at this hotel, I won't be staying here again, and I won't be recommending this hotel either. A huge shame because I do like this hotel and one of the members of staff who I regularly see at the reception is lovely - but my self respect is more important.…
I stayed in this hotel for two consecutive nights midweek. Given the current Corona virus restrictions, the staff remained friendly and courteous. The reception staff were also help with organising table reservations with the adjoining restaurant. A good night's sleep was had on both nights.
I needed help with details of my stay and receipts dating back a month or so. Reception sorted this for me and when I needed the tea and coffee replenishing they were only two happy to help. The only negative about my stay was the banging of doors in the hotel but how can you put this down to the hotel when the guests could close the doors in a more considerate manner themselves. Therefore cannot give anything less than 5 stars as the rooms are comfy, the decor is relaxing and the people are friendly. Thank you Premier Inn.
As with all premier inns does what it says on tin! But the internet connection was as with the previous night in Edinburgh Premier Inn non existent this is not acceptable in this day and age. When queried with staff met with we are busy tonight so why might be slow it wasn’t just slow it was virtually non existent to which for a shrug of shoulders. My colleagues had same problem. Hotel fine but can’t give anymore than 2 stars because of internet
Above and beyond customer care by the staff member who allowed me and my son check in early because he was ill (non Covid!). A friendly welcome and caring nature meant a stressful day was a lot better. Thank you.