Guest User
March 3, 2025
Once upon a time, Premier Inns provided quality rooms with good service. In the last year or so, over several stays, we've noticed a big deterioration in their staff service. There is never anyone at reception - you have to press a call button and wait, often for a long time. There is no way to telephone reception either so you have to physically go to reception to raise any concerns. The problem appears to be that Premier Inn have cut their staffing so they're only providing one person on duty often required to manage reception, check in, the bar and the restaurant. Most recently, we stayed at Bradford Central Premier Inn. On arrival, reception was deserted and after pressing the call bell three times a male member of staff appeared who to me smelt of alcohol. He told me I had to wait while he did a staff handover which he did in front of me. He then sorted other customers with their left bags and told me to wait further to check in. It took 20 minutes to check in. In our room, we discovered a towel was missing but rather than have to go back down to reception and wait again, we put up with it. We think this is a conscious policy of Premier Inn to make staff unavailable so that customers don't bother raising concerns with them. Note that on premier Inn's website it says all concerns should be raised with on site staff. What if on site staff are the concern? Also, the Premier Inn website does not allow you to make a complaint. You can make feedback and that's all. The next day, the same member of staff was attempting to manage reception, the bar, seating diners in the restaurant, taking meal orders and waiting on tables. He took our order for food and a bottle of wine at the bar. He didn't offer for us to run a tab. There was a queue waiting at reception to check in. At our table, we discovered he'd given us an opened, partly drunk bottle of wine. I went to the bar where there was now a queue. The man was dealing with a lengthy queue at reception checking in. Only one person appeared to be working on a busy Saturday night. The bar flap was up so I went behind the bar to see if there was someone in the staff room behind the bar or in the kitchen who could help me. There was no one. So I was expected to wait. I later spoke to the man about the wine. He did not apologise for giving us an opened bottle of wine nor for having to wait. Eventually, our food arrived. It was delivered to our table by a kitchen porter wearing a hair net. In my experience, that's the first time I've been waited on by kitchen staff. The man was still tied up with reception and bar customers. The food wasn't hot so had presumably been waiting for a while hence the kitchen porter being asked to wait on tables. The whole experience was poor. We will avoid Premier Inns in the future.