Premier Inn Cobham hotel — Hotel in Elmbridge

I booked in to The Premier Inn Cobham on 25.09.2022 The hotel was ok. Being there for a funeral, we all just needed a bed to be honest. The room had no milk when I arrived had to and ask for some and there were no glasses either, though they did appear when I went out. The shower in my room was broken, and it wouldn't turn off. As it happens, this was an issue in another room with one of our party's bath. The pillows are awfulI had no sleep hardly for 2 nights. Now, this is where my score fell , when our other guests arrived the next day, for the funeral we were all attending they arrived at 2.30 pm and were refused check in. All they wanted to do was just check in. So they didn't have to do it late in the night. As it would have been very late. As it happens they wouldn't have been able to check in because there was no one on reception at midnight! And if there was they were in hiding!! So funeral guests ha to leave the funeral and go back to check in! There was no flexibility what so ever! That to me is wrong! I have never known such poor form. What would they have done if they hadn't gone back? Sleep in the foyer? That policy is ludicrous! It has nothing to do with covid. The rooms are all ready by then. This has definitely left a mark on how I will make my choice for a premier inn going forward. Absolutely awful customer service and consideration! Also. If you do stay here. Always go on breakfast for before 8am in the pub across the way, as they literally make sure you are out of the building by 9.15 and lock the doors. They will be getting an honestreview too.

I had virtually...

I’ll start with the good: location and price. The staff at the restaurant for breakfast were lovely. Breakfast was reasonable and I know I know it’s budget so I can’t expect the world however what I don’t expect is:

The lady at the front desk, possible manager. She is a ‘computer says no’ woman. Asked for early check in (says online you can ask at the desk subject to availability). She immediately said ‘no sorry no rooms ready yet, you’ll need to come back at two’. My husband wasn’t convinced by the immediate response so was about to ask (as anyone would) if she would kindly check and before he finished his sentence she said no. So I, having travelled 4 hours with 3 children. ‘If you’d let him finish he was going to explain we have family staying so we’d like you ..” no. She cut me off again. Anyway, I reminded her that it’s two days before Christmas so please get some manners and some Christmas spirit and help us out. So she said ‘well you can’t check in as your room isn’t ready but you can put your stuff in’. Great. Anyway, as it happened, the room was ready and we did check in. All she had to do was look. To have come back later would have been a huge inconvenience and I can’t believe her negative attitude. Clearly very lazy and dishonest. She spent so long trying to tell us why she couldn’t do x y z that it turns out she was just lying and couldn’t be bothered.

Unhelpful and unwelcoming.

Room smelt damp. But...

Dirty rooms that are well worn, Mold in the bathroom and windows. Also stains on the chairs beds pretty much everywhere.

Internet is terrible if you get online you’ll be lucky to get 0.2mb download, just fire up a WiFi scan and laugh as you see all the mobile hotspots pop up 🤣

Rude staff on reception - just asking the most simple of questions is a hassle or an inconvenience, Such as no one tells you that you have to book breakfast the night before which is in the local pub and that closes at 08:45 so forget a lie in. The waiter in the pub is a lovely guy though but no ketchup on the tables and the food appears to have been cooked the night before.

Also if you leave a “do not disturb on your door” be warned the staff will let themselves in! I popped out briefly and they cancelled my door card locking me and my 12month old daughter out of the hotel because they entered the room whilst I wasn’t there and didn’t like that I had moved the bed slightly for her.

Summary I really would not recommend this Premier Inn, I’ve stayed in better ones and for this price you’re better off with a local hotel...