Premier Inn Kilmarnock hotel — Hotel in Great Britain

WELL where do I start? Booked online for 2 days and pay on arrival. We arrived and went to check in, a really nice Polish lady was there to assist us. We went to pay by card and put the card in the machine entered my pin it came up authenitification accepted but on the hotels side it said they didn't receive payment. It must have been a problem with their system. So I had to show them proof that the payment left my bank, I emailed the hotel with a screenshot of the payment and the lady left a note for her manager to say there was a problem. The lady checked us in and everything was fine she came to our room to tell us not to worry and gave my kids an Easter egg for the inconvenience it was really kind she didnt need to. The next day my key card didn't work and had to go to reception. There was an older lady with glasses a really nippy little sweetie. THE WORST CUSTOMER SERVICE I HAVE EVER RECEIVED. I was treated like a criminal by her. I explained everything that went on and she wasn't having it. She was throwing us out because it wasn't on her system BUT the lady before left notes stating the problem and it was OK by the manager. The older lady then mocked the Polish woman who checked us in and stated that she would be disciplined and could lose her job. I found it very sad that this lady spoke about another member of staff so horrible. She was really abrupt, speaking over me when I was trying explain and really raising her tone. Nobody should be spoken to like that I had no option but to threaten her with police because the money was taken from my bank by Premier Inn. She soon changed her tune I requested the manager she said it wasn't possible because the manager is currently ill. Really poor service from this lady I did nothing wrong and got treated like this and it wasn't even my fault. Faulty card machines that's not my problem I paid for a service and felt let down. I have been to many Premier Inn's and never have I been spoken or treated bad as I have did here by the Older Lady at reception. The worst part about it is I have a kid with autism and this was done around her I had to get her to go outside but she could still hear from the window that was open. This really ruined our experience and also a day trip away because of her actions! The restaurant manager next door was ever so kind and helped us out also because we paid for breakfast and reception wasn't letting us eat. A...

Bit upset to begin booked a table for 8 adults and 2 children a little family gathering as don't see my 2 oldest daughters often due to where they 2 sisters not seen each other for 6yrs so really special night.when I booked weeks ago mine was first booking.for tonight they said i might not be able to get a table for 10 but would do 2 next to each other but might be all at same table depending on restrictions so on going in tonight gave details and girl.says to me you do realise your tables are at .different ends of restaurant I was not happy and told that was useless and no good and told exactly what I had booked and knew where tables were etc also on booking I informed staff member I had 3 guests who had certain food requirements e.g gluten free.pork allergy but I had to ask for these menus.although person who took original booking wrote it down. The staff did rectify things ans we got 2 tables next to each other. And staff couldn't be more helpful had a lovely meal but my youngest daughter kept telling me to calm down as I had got quite upset as I had booked weeks in advance and noticed ot her tables with 8+at them and staying at Premier inn but these booked after us as we first to book for tonight . so thought we might of be side lined to accommodate them but we are regular customers here with at least 6 people...

One of the worst places that I have ever stayed. On 4th March we arrived at the Premium Inn and found there was no record of our booking. On asking the receptionist to book for us she informed us that it would mean the price would go up considerably. After about 1/2 hour of my husband trying to rebook, the receptionist managed to include our dinner in the inflated price….well done. After dinner we went back to our room and when getting ready for bed we discovered a brown smeared stain on the inside of the duvet cover at the bottom. Due to the lateness of the hour I decided to leave it until morning to discuss this. The receptionist, was taken aback with the photo of the stain and apologised but then informed me I should have reported it at the time, which I agreed on, however she would find out who had been responsible for cleaning that room the day before-she would also report it to her Manager. Although I had asked for feedback- didn’t want the name of the cleaner- I was informed this may not happen. If that room had been checked after cleaning-as it should have been- I would have had no reason to complain. I would have liked an explanation as to why the Manager could not have contacted me Poor...