Premier Inn Keswick hotel — Hotel in Great Britain

Rating: ★★☆☆☆

I recently stayed at the Premier Inn in Keswick, Cumbria, and while the hotel boasts a stunning location alongside the river and overlooking the valleys of North Cumbria, my experience fell short in several aspects.

Let's start with the positives—the hotel's setting is undeniably picturesque. Nestled in the heart of Keswick, it offers breathtaking views of the surrounding natural beauty. Additionally, being only five months old, the property has a modern and well-maintained appearance.

Unfortunately, my stay was marred by the disappointing customer service. Throughout my visit, I struggled to find a single staff member who exuded warmth or friendliness. The lack of smiles and genuine engagement left much to be desired. I believe that attentive and pleasant staff can significantly enhance a guest's experience, and regrettably, this Premier Inn fell short in that regard.

My disappointment extended to the dining experience as well. I ordered a pizza but was surprised to receive an uncut pie without a knife or a pizza cutter. This oversight detracted from the overall convenience and enjoyment of the meal. I expected better attention to detail, especially from a reputed chain like Premier Inn.

Furthermore, the limited parking spaces at the hotel incurred an additional fee of £10. Considering the already hefty room rates, this felt like an unnecessary extra charge. The nearest parking option outside the hotel required a five-minute walk, making it inconvenient for guests with luggage or mobility challenges. Premier Inn should provide sufficient parking facilities without burdening their customers with added expenses.

Due to limited availability, I had to pay an extra £50 to upgrade my room. The only noticeable improvements were the presence of normal toilet paper and a coffee machine. While these additions were appreciated, they hardly justified the steep price increase. Premier Inn should strive to offer more value for the money, as comparable private accommodations often come at lower costs.

In conclusion, while the Premier Inn in Keswick enjoys a magnificent location, the overall experience left much to be desired. The lack of attentive and friendly staff, the oversight in serving an uncut pizza, the additional charge for limited parking, and the underwhelming room upgrade made it difficult to justify the price tag. I hope that Premier Inn takes these feedback points constructively and works towards improving their customer service and providing better value for their guests. Until then, I will continue to seek out private hoteliers or innkeepers who offer superior experiences at more...

My husband and 11 of his friends stayed in the Premier Inn Keswick for one night end of March 2025. The hotel is in a great location and was clean and well presented. It was his second stay this year. They had not paid for breakfast to be included in the stay. so Around 9.30 my husband paid for himself and 3 friends with his credit card which came to £43.96 however, when they went through to the breakfast buffet there was no food avilable. So they returned to the desk for a refund which the person at the desk supposidly issued a refund for £43.87?? (Not sure where the other 9p went, breakfast are £10.99 each). No recipt was offered for either the purchase or the refund. The refund has still not been processed 14 working days later! When my husband contacted them to query on several occasions using the booking number and the name of the person who booked it, they just kept saying we cant talk to you as you did not book the hotel stay???? Well the person who booked the hotel stay did not pay for the breakfast, it was my husbands card that was used to pay for 4 breakfasts, so surely from a data protection point of view they shouldnt be expecting my husbands to be sharing his card details with someone else to resolve a query with a payment made with his card. Other customers also returned for refunds as they also paid for breakfast that were not avilable I wonder if they got their refund? This has now had to be disputed with his credit card company as Premier Inn are clearly not capable of dealing with the situation logically or is this just a way of not issuing refunds? How to resolve this problem if this is going to be the issue i suggest that Premier Inn ask for all customers names at check is so they have a record of who stays at their hotel instead of just the name of the person booking the room/rooms. So because YOU dont do this you are refusing to deal with my husbands credit card issue directly with him. If you only deal with the person making the bookings then you shouldnt accept other guests credit/bank cards for payments.it just doesnt make sense. They also need to have better communication from kitchen to stop them charging people for food they do not have available or only offer breakfasts to those people who have included them in their stay as it clearly does not work paying for them separately.

Very dissapointing attitude it ruined the experience and we will certainly not be using this hotel again after the poor...

We stay alot in premier inns, we love a premier In as you know what you are getting, rating it against others we have stayed In this is quite possibly the worst, there is no actual reception so no one there to go and see, if you need anything you have to go and look for someone, a friendly face, a hello have you had a nice day, where have you been, when checking out someone to ask how your stay was, this is missed, the parking is a joke, you can pay for the duration of your stay but if you go out and there are no places left when you return you have to go park somewhere else, you should pay for a space and keep that space for your stay, sorry but it's a joke, the room was lovely what you would expect for a new hotel, however you can tell the interior was rushed as the opening was behind by a few months, the switches on the bed had been wired up wrong, the switch for the purple light above the bed turned the curtain rail light on, and the curtain rail switch turned the purple headboard light on, well it would of done had it worked, the toilet roll holder was loose so kept falling down so the toilet roll falls of, the toilet roll was the cheapest of cheap, much worse than other premier inns we have stayed at, the panel on the side of the shower was loose and sticking out meaning water could get down which will eventually cause more issues, each room needs someone going over it to get these things noted and sorted,(we would of bought it up on checking out had there been a reception,) sort parking put and have a proper reception and would then be perfect,...