Norwich Nelson City Centre

A bit late coming but we stayed here on the 1st June for 2 days. we were emailed, before arriving, that we could upgrade to a premier plus room but when we arrived they had all been taken. Debbie, who was on reception, went out of her way to make our couple of days special and she offered us a premier plus, easy access room, which was larger than normal and the best Premier Inn room we have ever stayed in. So this review is to THANK Debbie.

I stayed here for a graduation at UEA and left behind my portable charger by mistake. I returned the next morning remembering that I had taken it out of my bag there and not put it back in expecting it to have been handed in but was told that it hadn’t been. I am certain that I left it there and was gutted that one of the staff had held onto it rather than handing it in.

AVOID LIKE THE PLAGUE! We have used very many Premier Inns in the past and have always been satisfied. This one however is truly DREADFUL. Check in was a farce, people allocated already taken rooms, no allowance for slightly early check in, for us a least, some people were allowed an earlier check in without additional fees. We were only there 30 mins before 15:00. They did however offer to look after our luggage but when we returned from the bar (see later) they couldn't find it!! We were not made aware that this is the away football supporters pub and as a result we were served drinks, while we waited to check in, in plastic pint pots. Even a small glass of wine. All the tables were marked reserved but empty. Later in the evening when we returned for a night cap, the queue at the bar snaked around the restaurant and plastic pint pots were still the order of the day. Again tables shown as reserved were empty so no where to sit!. We paid a premium for the Saturday and had the worst experience possible. If the hotel had mentioned on the booking particulars that this is how they functioned on a football day then we would have AVOIDED IT LIKE THE PLAGUE! A score of 1 star is flattering, -10 more accurate! We have brought this to the attention of the companies' complaints team who agree that our stay was unacceptable but are not offering any form of compensation - DISGRACEFUL!

My mum and I came to stay for three nights. We had the most lovely time. Yes, parts of the hotel are tired but the staff well make up for this, especially Zoe who took care of our every need. She was wonderful! We saw her dealing with "difficult" customers in the most professional way. She sorted out a great disabled room for my mum with lovely views of the river. Recommended places to go to eat, things to do and made us feel so very welcome. Thank you all for being so lovely with us. we will be back x

Best customer service I’ve experienced at a hotel in uk . Both staff members Debbie and Mya gave us outstanding hospitality and very welcoming

Our main reason for using this hotel was proximity to a venue we were visiting. Our room was on the ground floor and was as we expected. This hotel is an older hotel and doesn’t have usb charging points on plugs but there are enough sockets for you to use. The main public areas of the hotel are looking very tired and worn. It is in need of a refurbishment . We ate in the restaurant and the meal was well cooked and the staff were attentive. Breakfast was as expected but no decaffeinated tea only fruit tea .