Premier Inn Woking West (A324) hotel — Hotel in Woking

We had a terrible experience coming to this premier inn, we had driven all the way from Wales for a party and visited friends in the morning and our party started at 3pm, check in time, I sent my husband to go check in for 3pm so that we didn't have to worry about checking in late. My husband got there and spike to a very unfriendly front desk lady who told him it wasn't 3pm yet he had to sit and wait a further 12minutes before he was allowed to check in.

12minutes passed and he was told he could check in and then was told she was going to check to see if the room was ready to which it was not!!! My husband was told he needed to come back. According to their website if you're coming back after 11pm you need to inform the front desk as the doors are locked by then. My husband came to fetch me and I tried calling endlessly through the party to tell them we may be there after 11pm to no avail, the phone system says they're experiencing a high volume of calls and if you can ring back, please do and then it hangs up on you.

I then left the party to go check in and there was a really nice check in lady at the desk named Tara who said she'd witnessed the previous interaction with my husband and was very sorry. I asked if I could have the managers details and after backing and forthing I was not allowed to complain to the manager or their manager but had to write a complaint on a trip advisor type thing.

We got in later that evening and my husband desperate for a bath realised there was no soap, we had to get new soap for the room and as we gotninto bed to charge our phones, both USB points next to our sides of the bed didn't work so we had to scramble to find a plug to plug one of our phones into opposite the bed.

We were offered a free breakfast which was lovely only to be met with embarrassment in the morning when we were told that we needed to have booked a time for breakfast and they had to run around to make an exception for us.

I really wanted this to be a nice stay and a nice treat because we will be travelling into Woking regularly for business and pleasure but we absolutely will not use the Premier inn for future stays.

Really disappointed with the service and room.

The beefeater restaurant and location...

Plenty of parking and yes it is down a residential lane at the dead end. In a tail lift luton van I was a little unsure but absolutely fine. Sits right on top of the river and you don't hear the traffic at all.

On arrival I was asked for my address, something I've never experienced in all my years of regularly staying in Premier Inns. However, this is something new they seem to have put in place as a few more I've stayed in recently have asked also. Make sure your company says it's a company booking otherwise you'll be like me trying to google and think what address they've given.

My room was located on the bottom floor of the out building, a disabled room (which I didn't request - although this happens occasionally). The floor did't look clean at all in the bathroom and really put me off. I also slipped a few times as well, which then made me really nervous about going in there. There was old grime everywhere and some hairs. The remote control looked dirty and sticky. The bed had soft pillows so I went to the bag of pillows to get a hard one and there was no protection seal, so I had to go back to reception to get that sorted. Never had this happen before, so with all the above it made me feel like less care had been taken to clean the room.

The receptionist was lovely throughout.

Breakfast is in the pub opposite and I experienced some issues here. The place was filthy. There was lots of food and bits on the floor everywhere, dirty tables everywhere, sticky tables and plenty of dust and cobwebs all in the interior. This place hasn't had a good clean in a very long time. I had to wait for a table to get cleaned before I was seated, and even had to wait for someone to even seat me as they were too busy. They needed more staff on to handle the breakfast service and maintain...

7 families booked in for a re-union and planned to spend the evening having dinner and catch up in the on-site Beefeater restaurant. Midday on the day of the booking 2 couples were contacted by the hotel to be told that there had been a plumbing problem and their rooms were unusable. Premier Inn offered to move their bookings to a hotel 15 miles away (not exactly convenient). Then at 15:45 a third member of our party was contacted to be informed that a previous guest had trashed their room and it was unusable. They were not offered alternative accommodation. Having made our own alternative accommodation arrangements we went ahead with our re-union. My wife and I were able to stay at the Premier Inn but when we got up in the morning we discovered that there was no hot water. Talking to the hotel team it became apparent that the problems with the plumbing had been ongoing for several days and 2 visits had been made by the plumber to try and fix it. The least that Premier Inn could have done is contacted us all and given us the option of cancelling our trip until they had sorted out the problems. We are now trying to claim under the "Good Night Guarantee". Contacted the hotel to be told that they are not responsible and we needed to take up the matter with customer services but they were unable to provide us with a contact number. Searched the Premier Inn website for contact details but found no contact information. Finally found a contact number on the parent company Whitbread PLC website. This goes direct to a voicemail blaming Covid restrictions and call terminates. Also found an e:mail address but was informed that it may take 28 days to get a response!! So much for Premier...