Premier Inn Essen City Limbecker Platz hotel — Hotel in Essen

We were driving from the UK to Denmark, so this hotel was close enough to the motorway.

I'll start with THE GOOD: -the price was great, especially seeing the overall quality of the hotel. Liked the interior design -work stations with charging points for laptops and phones. nice, presentable rooms, well sized and very comfortable beds. free parking in the area after 7pm (the hotel charges for their underground parking, which is fine, but we couldn't use it because of our van height)

The BAD: **CIGARETTE SMOKE SMELL in the room, STRANDS OF HAIR on the toilet floor. VERY POOR CUSTOMER SERVICE, OVERALL

I had been very unwell during the journey with a stomach bug (nauseated and generally weak). I couldn't wait to get to our room and just sleep.

The lift smelt of cigarette smoke. When we got to the room, it also smelt strongly of cigarette smoke. I'm sensitive to allergens, so this kicked off sneezing and coughing.

We opened the window then went down to reception to report this. The man at the counter apologised then suggested that we try opening the window and blasting the air con. We were not interested in doing this, I just wanted a bed since I was unwell, and my husband had been driving nearly 10 hours so very exhausted so I asked if we could be moved to another room.

The man says that the hotel is fully booked (I doubt that. The hotel is a reasonable size, and there was no one about for it to be fully booked, but hey-ho).

He continued to say that all he could do was SPRAY AN ODOUR NEUTRALISER?! and turn on the air con. We should wait downstairs for a bit while he did that as it "usually" works. So this happens often? Why wasn't the room aired out, sprayed, etc. long before we came to report it? How is spraying a neutraliser at this point helpful to someone that reacts to smells??

There was NO OFFER TO COMPENSATE US FOR THIS INCONVENIENCE. Very dismissive solutions, a seemingly lack of genuine care.

Anyway, I ask my husband to leave it as I was too tired to get into it. We decided to go sit in the bar area (there are nice comfortable sofas) hoping that the staff's 'tricks', and the open window worked.

Our daughters came down to join us and went to the bar to order drinks. The 3 staff ignored them for quite a while. By this point, we are getting increasingly riled at the poor customer service. They eventually get served, and the man at reception informs us he sprayed the room blah blah blah.

After about an hour, we went back to our room. There was still a faint smell, but it was manageable. We were so tired we just got into bed and slept. At 2am, we were woken by a commotion and loud people talking and cackling outside the hotel. This lasted about an hour.

The experience at what is a lovely and well priced hotel was ruined by the LACK OF CUSTOMER CARE....

Booked 2 rooms along with a colleague as we where travelling for work. First of all, although while booking I chose to pay on arrival, the amount was withdrawn from my account immediately. Upon arrival, and as most of the reviews state, the room smelled badly and we had to always have the air-conditioning on for it to go away. Although we stayed for 3 days, no-one ever came to clean up the room, or even just throw away the garbage. Only two towels where available (for body and face) alhough I stayed in a double room. Finally, on our final day and before checking out, around 08:30 in the morning, a gentleman working in the hotel knocked on both our doors, simply looked at us and without explaining why he was there, left. What would have happened if we where still asleep? Overall, I tend to prefer Premier Inn as a hotel chain, but this one is one of the...

Today, Friday around 5 PM, I sent my brother to warm water for my baby’s bottle. The receptionist told him the kitchen was closed and refused to do it. Instead, she poured out the water and replaced it with hot water from the coffee machine (tap water!), which is absolutely not safe for a baby.

I had been clearly told that the hotel allows heating only items for the baby. When I went down myself, she finally used the microwave with no issue. She was on her phone the entire time, which made it seem like she just didn’t want to bother. Honestly, if someone doesn’t feel like working, it’s better to stay home rather than do their job poorly—especially when it concerns a baby.

Other than that, the room was clean and well-maintained, but this unprofessional behavior from the receptionist really left a...