Premier Inn Weston-Super-Mare East (A370) hotel — Hotel in Great Britain

Check in was very crowded & busy in a tiny reception area - I understand this can't always be helped.

Upon entering the room, my family & I were hit with a wave of humid heat, a stand alone fan & a window that opened barely an inch. I attempted to use the heating controls on the wall (not air conditioning) to see if it could give me a room temperature reading, the control panel did not work. Alonside this, the mattress for the cot was little more than a hard wooden board.

I took the 'mattress' down to reception to get a replacement and to discuss the temperature issues. The receptionist was very apologetic but unfortunately there were no other cot mattresses available & so we had to compromise with additional towels to provide some comfort for my 8 month old. In regards to the temperature, the receptionist advised that the hotel doesn't have air con and they are constantly flooded with complaints regarding room temperatures. She explained that the issue had been raised with head office on numerous occasions but as the hotel is old they are not willing the invest.

We quickly decided to leave the hotel room for a few hours & hope that the temperature would become more bearable come the evening, this was not the case. 8 month old baby ended up having to sleep in nothing but his nappy with my partner, child & myself left sleeping without any bedsheets & a loud fan blowing hot air around the room; this was a very uncomfortable night. In the morning we got up and left the room as early as possible.

Come the 2nd evening, the room temperature felt even worse. I went to reception and had an almost identical discussion with another member of staff regarding the temperature & he supplied an additional fan in the hopes that this would help - it didn't. Upon returning to the room with the 2nd fan I discovered that the control panel on the wall wasn't working as 1 of the batteries had been, conveniently, inserted the wrong way around. Once I'd resolved this, the control panel read 28c inside the room - outside temperature throughout our stay was no more than 20c with next to no sun. We begrudgingly settled down for the 2nd night of uncomfortableness.

Throughout our stay, the free WiFi was very inconsistent to the point where we got lucky if it worked for 10 minutes before cutting out altogether.

At checkout I spoke with the hotel manager, Shaughna, who was also very apologetic and reiterated what staff members had previously communicated in regards to lack of head office investment & overwhelming negative feedback towards temperature & WiFi connectivity. She agreed to supply me with a refund for the room but advised I would need to contact head office guest relations in order to do this.

A few days later, I called guest relations. After waiting on hold to speak to someone for around 25 minutes I was told that I would not be able to receive a refund as their terms & conditions state that refunds will not be issued for temperature issues in hotels without air conditioning. Despite speaking with a duty manager & reiterating that Shaughna had agreed to a refund, they would not budge.

Of course, this will make absolutely no impact on Premier Inns profits, however, this stay has caused me to never use a Premier Inn again in the future.

This hotel is a classic case of head office letting down on site staff. I cannot fault the staff I spoke to at the hotel, only the lack of responsibility from...

Well, what can i say, arrived to find our room allocated to somebody else (dyslexia given as reason rather than an inept ability to do ones job) The duty manageress suggested that she would turf out those in our room & give it a covid standard clean however my wife cut her dead on that logic. Turns out though, they did actually do just that (i met the family after they trooped upstairs to their new room with their belongings including ironing board & iron in tow & witnessed both members of staff returning along the corridor after doing a quick clean, now do take note on what i have just said & all will become clearer later on) But, amazingly, after what had been discovered, the manageress & the assistant with the attitude problem still stood by their statements!! Well, after gaining entry to the supposed "empty for the past 48hrs room" i was offered a full refund if i wished to leave, that in truth, should have been offered BEFORE i entered said room but NO, it wasn't!! Now, the two members of staff did not like my wifes attitude (one that was pretty reserved, i thought) after being offered a room that had "only just, 5 mins ago" had another party in it & i myself was infuriated when the "duty manageress" denied this statement made to my wife in front of me. Things get better: after 5 mins of my wife, child & myself entered the room, i was back at reception presenting to this duty manageress & her staff member the following: one biner complete with empty milks, tea bag wrappers, sugar wrappers & various empty wrappings of previous occupants goods & not forgetting WARM USED TEABAGS!! Add to that, a damp hand towel, dirty at that from the bathroom &, last but not least, asking for an explanation as to why the kettle was still hot? It was ALL blamed on housekeeping not doing their job etc etc but, the kettle thing was down to mysterious forces at work. Not once dare this female admit that she was just a filthy disgusting individual who is clearly fully prepared to put a clients health at risk in order to cover her own rear end!!! So, premier inn are more than happy ti jeopordise YOUR HEALTH, if it makes a profit! I won't be back here again & i intend making this public, nor do i or would i apologise for the attitude of myself or that of my wife, i think we were pretty calm under the circumstances, considering the utter bull & lies we endured for...

I’ve been using premier Inn for the last 10 years but on this occasion the experience was bad. Staff were very friendly that’s about it. We stayed in room 15 as we travelled in traffic for five hours. I just wanted a hot shower and my Kids. The shower pressure was so low room looked dirty but on this occasion it wasn’t l went to the staff. I made a complaint about the shower pressure they turned around and said there’s no maintenance men due to to the bank holiday Easter weekend I was so annoyed I just wanted a hot shower the receptionist said I did check the shower but I don’t know why the pressure is really low but couldn’t do anything about it so I thought when I get back home I will make a complaint to the customer services! then two nights we stayed. Someone was banging the floor it felt like I was sitting at home and my kids are upstairs, banging the floor, worst sleep ever. so when I got back, made a complaint to the customer services, l was absolutely disgusting, no sympathy. Nothing no good gesture. I will never use this company again as I work myself in a hotel we will make sure our customers go back with a big smile on their face. If they are unhappy, we were always Refund back, or give good gesture, pathetic money, grabbing Hotel well all staff denied that I didn’t speak to them about the water pressure and I didn’t log a complaint about it so l can’t do anything about it. please anyone who wants to make a complaint please record everything so you got evidence I didn’t do that and I’ve got no proof now but it was my word against them. I felt like I’m the biggest liar and their staff was telling the truth! The manager was supposed to give me a call back because I rang Direct to speak to the lady and she said to me she get back to me and send me email which she didn’t I’m still waiting for a call back from the manager, what does that make them big liars That’s how disgusting this hotel is l will never go back again, don’t waste your money on this hotel worst and ...