Premier Inn Ebbw Vale hotel — Hotel in Great Britain

Booked a room for two nights for me to attend my Nana's funeral. The staff in Ebbw Vale are lovely. The room was lovely and clean. Lovely hot bath and shower. I did find the mattress far too hard which was uncomfortable and made it difficult to sleep. Lovely and quiet there though. Poor signal for the TV resulting in me only being able to watch BBC, but this was not a great concern for myself. The booking website is what let my trip down massively! There was some sort of failure with their website, which led to them allowing me to book online, the payment being taken out of my available funds into pending payment with my bank account, but received no booking confirmation. I phoned the customer relations team who said there must be a glitch with their system so then booked me a room over the phone telling me to pay on arrival while promising me that the first pending payment would not be taken from my bank and would bounce back into my available funds. On my arrival day, guess what, not only has the payment been taken from my account by premier Inn, but I was also told that as there was no booking confirmation to that payment, I would have to pay a second time and then re phone Customer relations for a refund on the first payment (I must stress, this is no fault of the staff at ebbw vale who was lovely and compassionate to my situation especially the two ladies behind the desk who tried to bend over backwards to help me with the exception of their manager who just seemed to shrug his shoulders, told me I would have to pay a second time then left the hotel for his staff to pick up the pieces which I thought was disgusting which is why I only gave four stars for the service at the hotel). So the next day, on the day of my nans funeral, I had to phone customer relations with this issue and now have to wait up to 15 days for the refund of the money they should never have taken. This has been extremely stressful for what is already a distressing time for me and has been the worst booking experience I have ever had anywhere (hence the one star for overall experience). I am extremely angry over what has happened and will be sure to shout my awful experience from the roof tops! During a time when I am grieving and should be concentrating on nothing but my nans funeral, I've had the stress of having to pay double for my room and now not having enough funds to pay my rent tomorrow. My nans funeral, a time for reflection and saying my goodbyes isn't a day I will get back, and it was heavily tainted by the stress premier Inn has caused and having to phone them the day of my nans funeral to try and get the ball rolling as fast as possible for the refund of the payment you should never have taken! Absolutely awful disgusting experience!!!! If you are going to book a room with premier Inn, my advice is to give the website a wide berth and phone and book instead......or better yet, go...

Absolutely TERRIBLE experience... took hours to deal with it online and was constantly told I was unable to pay for booking at the moment and 'try later' .. On phoning the hotel direct I was told they had 35 vacant rooms and to turn up and book at reception...Reception gave me a different room to the one I had asked for and charged more than the internet price (which was not working,no wonder they had 35 empty rooms)....I ordered a burger at the associated Brewers Fayre from a barman who had spent the last 5 minutes picking his nose and rubbing his mouth and beard...he then asked me if I wanted a drink with my meal. .I was in shock at the thought of him pouring me a drink and handling a glass with the same hand as he was picking his nose with...absolutely NO WAY was I having a drink off this guy so I decided to have my meal without refreshment for health reasons...after years of Covid lock downs and health procedures this guy has learnt nothing about hygiene !! ....I watched in horror as this barman served people drinks in between picking his nose and face..he even took clean glasses out of a tray to put them on a shelf contaminating them all for unsuspecting customers to drink from...all this with no sign of washing his hands at all !!.....then the only other customer arrived long after me and ordered and sat down long after me and they gave him my meal without checking table numbers... I then walked out in disgus eating or drinking nothing....This place is a...

We stayed at Premier Inn where Tracy, the receptionist, was absolutely fantastic! From the moment I checked in and told her that instead of there being 2 adults and 2 kids that there was now 3 adults and 1 teen, she first asked me as to whether I would like a 2nd room and upon my telling Tracy that this option was not within my budget, she put on her thinking cap and immediately sprung into action like the energizer bunny, excusing herself and disappearing for several minutes as she removed the child's cot from our room and went to another regular guests room and the 2 of them dragged a regular sized cot into our room! She was amazing, going far beyond what I would have expected of ANYONE. She said that if we needed anything at all, that there would be someone available at the front desk 24 hours. . Her accommodating us thusly made for a very comfortable night's sleep for all considering that we were attending my brother- in- law's funeral the next day. The following morning Tracy was again at the front desk, very friendly and cheery as she had been the previous night. Her very friendly and comforting demeanor and her up disposition, helped make an otherwise somber occasion more than bearable.. . Hopefully Tracy will read this and realize that she is a super star 🎖 I only regret that Wales won't be on my radar for quite some time again as I'd like to thank Tracy personally again for a wonderful stay at her Premier...