Premier Inn Crewe (Nantwich) hotel — Hotel in Great Britain

I would say on Saturday the 3rd July I received one of the worst welcome I have ever received anywhere by a staff member named Nia.

We arrived at 11.30am, very aware that check-in was 2pm. However, as we were leaving the car in the car park we thought we would go and register with reception that we were here. After waiting at reception and ringing the bell a few times someone eventually came to “assist”, if you could call it that.

You could tell she wasn’t very happy to see us and she basically communicated by shouting through a wedged open door rather than coming to the reception desk as you would expect to speak to us. We said we were here to check-in if at all possible, she applied abruptly “check in is at 2pm”. No “ let me check if your room is ready”, no polite “can you come back at 2pm please”. I then asked if there were any toilets I could use as we had traveled quite far her response was “no we don’t have any public toilets”. We then asked if we could leave our bags at the reception desk and the response was “no, we can’t due to covid”. Whilst I partly understand the latter, there was no apology or politeness in her tone, and she spoke to us as if we were almost stupid. There’s a pub in the grounds that serves breakfast, I managed to use the toilets here, I imagine Nia would have known this but obviously chose not to help me and advise of this - she clearly took an instant dislike to us for whatever reason.

I lost patience with her attitude and said to her that I found her tone to be very rude and unhelpful. Surely, she knew if there were toilets in the pub across the car park we could use. We appreciate we are early, but could she not just check if there was a room ready, fair enough if there wasn’t, we would happily wait until 2pm. She then started patronising me, saying "well there’s local supermarkets that have toilets you know" and went onto exclaim “well you HAVE turn up to check in at 11.30am when check-in is at 2pm”. This was the final straw for me so I said “look I’ll ring head office or customer service and speak to a manager as I’m not being spoken to like that” we then started walking out the hotel and she literally started following us out waving her clipboard and raising her voice which is completely unacceptable. I plan on making a formal complaint, I’ve never known in anything like it before, we stay here every time we visit the area at least 3/4 times so far– we have family who live here - but won’t be...

The appearance and initial cleanliness of the hotel was good during my 5 day stay. However, as the days progressed it became clear that there are virtually no staff and that cleaning of the rooms is not done regularly. There is the option of walking to reception and asking for someone to clean the room and you have to leave a card on the door saying you've asked reception for your room to be cleaned. However, despite doing this for 2 days, my room was not cleaned at all during my stay, nor were the towels changed, bed made, bins emptied or tea and coffee supplies replenshed. Reception wasn't often staffed and one particular member of reception looked like they couldn't care any less if they tried, and spent most of their time browsing on their phone.||||Noise in the room from upstairs was also very very irritating, often preventing me getting to sleep or waking me up early in the morning. ||||Facilities wise, the room was ok. Modern tv, plenty of plug sockets (no USB sockets but not an issue for most people), kettle, hairdryer and nice lighting. There was no shaver socket and no iron/ironing board or trouser press. The bath was fine, but water flow from the shower head and basin tap were heavily restricted, probably for water saving reasons, as the flow from the bath filler tap was amazing. Bed pillow and mattress comfort was ok but bed could do with being longer. I'm only 6ft tall but feet dangling over the end is not ideal.||||Very poor service during what could have very easily been a nice stay in hotel situated in a good convenient spot with nice...

Where do I begin really? We booked this Premier Inn as it is just off the motorway. As we arrived we were greeted by a very young girl in a Nike hoodie behind reception, my Mum and Dad checked in first but only had cash due to their bank card being cloned a few days before, the girl behind the counter huffed and said that they only accept card payments which is untrue as any payment method is accepted. She then got up to look for a payment form which she couldn't find and then phoned her boss to see how she could accept the £60. Meanwhile we are all stood in reception roasting hot and tired after a day of travelling and just wanting to get to our rooms.

The girl behind reception came across quite rude and said we were the first people to pay cash in a while but still accepted it in the end and checked us all in (luckily I paid card to save further hassle). As we got to the room which was at the back of the hotel the heater was on full blast at 28 degrees with the windows closed, we knew there was no a/c when booking but didn't realise it was going to be this hot with only a small fan in the room.

We all had a very up and down sleep with the windows only opening a small bit, the heater constantly on in the room and the fan circulating the heat, I know this isn't a problem as it is summer and the hotel does list that it doesn't have a/c. Other than that Premier Inn Crewe is clean, tidy with the rooms having the new look. There is free on-site parking and a pub/restaurant opposite available for evening meals...