Premier Inn Marlborough hotel — Hotel in Great Britain

Hotel has only just opened so got a great rate for NYE. Arrived an hour earlier than stated check in time to only 1 car in the car park but team member at reception obstructive about whether our room would be available early. After a bit of a song and dance, it was ready (the whole hotel was dead!), not exactly the warm welcome you would hope for. Room was as expected for Premier inn, good standard and clean. Set up as a family room (2 ad, 2 ch) but only one bath sheet and hand towel in the room so had to track housekeeping down for more towels. Not a biggy but a hint for housekeeping to be mindful of expected occupants and towel ratio! Unexpectedly on NYE the restaurant was closed! Without prior warning / notification! Thought this was pretty poor! Made alternative plans and headed in town but given the reception implied our room wasn’t ready early because the hotel was “so busy” I was a bit baffled as to what really was going on. Air Con wasn’t blowing cold (previous review mentions this too - maybe they need maintenance to review this) but as we hadn’t realised this until almost midnight we didn’t want to go through the hassle of trying to call reception etc. However with 4 people in the room you can imagine how hot the room was! Unbearable nights sleep! After staying up late to see the New Year in we were disappointingly rudely awoken by housekeeping banging on our door at 8.30am asking if we required fresh towels?!?!?! Thanks for waking us all up! Went down to breakfast which also sadly again highlighted the staff need more training as per all the other areas of the hotel. Tried to use my whitbread loyalty card to which not a single member of staff knew what it was / how to apply points, surely this is basic training for restaurant staff?!? Breakfast buffet was poorly stocked, no bread or pastries. Chased member of staff for bread (which was promptly brought out) but no pain au chocolates for the entire 45 min duration of our breakfast much to my children’s disappointment (they were “baking” apparently). Hot items were adequate but continental left a lot to be desired. Stale/ crusty / poor presentation. Tables took staff an age to clean (member of staff SAT at the tables whilst clearing them, I mean I know they may have had a heavy night on NYE but it was honestly laughable) not one table cleared and cleaned in full during the whole time we were there and the buffet was barely re-stocked. I would hate to see this restaurant in action on a busy day! I didn’t see a member of check out team to discuss the good night sleep guarantee so I have since sent an online feedback form in for a refund. You’re going to need to pull your socks up Marlborough, everyone loves a bargain stay at the purple palace but please get some more training in place or I fear you’ll let the side down. Other than that- great location, handy Tesco’s opposite and an easy 15 (max) minutes walk into the town which is simply delightful. Plenty of parking and a pleasant enough outlook onto a new...

I always chose Premier Inn over others as I found that the standard was higher than other budget hotels and we have stayed at many over the years. The bed would be supportive and comfortable and the room would be clean and have everything we need. If possible I now book a Premier Plus room. First time at Marlborough and no Premier Plus available. I booked an assisted room instead to avoid having to climb into a bath for a shower and because it would have a high toilet as we both have mobility issues now.||Premier Inn switched to Silentnight from Hypnos mattresses in 2022. The card on the desk said we had a new Silentnight mattress and could purchase one online. Whereas the beds are usually high, supportive and easy to get out of for us, this one was so low we struggled to get up out of it as it sagged badly when sitting up. As there was only one tatty armchair, my husband used it and I sat on the bed for a cuppa when we arrived before dinner, I knew immediately I was in for a painful night as the mattress had no support whatsoever and sagged down in the middle. It was old saggy and so unsupportive, I woke at 3am in pain. We have stayed in other Premier Inns with the new mattress, but thought if this is also the new mattress, then it's awful! I was so disappointed I took a look under the mattress protector to discover that this is in fact a well worn Hypnos... shock! Hypnos have always been so comfy-I can only assume that this one was very old. ||The room (210) looked worn and tatty. Dust on all skirting boards and the toilet was dirty and not up to the usual standard we have come to expect from Premier Inn. |I wonder if all assisted rooms are of inferior quality as there is less demand for these... ||PROS|There was lots of parking, the staff were lovely and most helpful and friendly and the dinner was good. Breakfast was great and |Shanan the Chef produced perfect poached eggs to order. Compliments to him and all the wonderful helpful lovely staff. They made up for the bad night...

We arrived a couple of hours before the official check-in time and when speaking with the receptionist we asked if we could leave our car in the car park (as we were early) so that we could walk into town. We were told in no uncertain terms that we couldn't check-in early unless we had paid for it but we didn't ask that, we were only asking if we could leave our car and come back later to check-in! Not a very friendly start.||When we eventually got in our room, it was as expected - spacious, clean and comfortable. Two bath towels were supplied but only one hand towel (not a problem, we were more than happy to share) and there were two extra pillows if required. The bed was large and comfortable but a little too soft for my husband (personal preference, not a complaint). Our room was on the third floor and for safety reasons the window didn't open but there was air-conditioning (instructions included).||We were staying for three nights and on the first evening booked the meal deal - two course dinner and breakfast. The food was as expected for a Premier Inn - nothing special but good value for money. We also sat and ordered a couple of drinks at the bar which is a fairly low key area with not alot of atmosphere - the bar was quiet each night but we were told they were going into the quieter months and they didn't expect to be very busy. The breakfast staff were friendly but the bar tenders and receptionists need to learn to be happier - it doesn't cost anything to smile once or twice!||Malrborough itself is about a 12 minute walk, it is along the main road into the town but there is a pavement, just be careful as the lorries rush past at some speed. We would stay here again as the hotel is in an ideal location for exploring the...