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.

The location was good next to the railway station and an easy walk to the town centre. The staff in the reception area were nice and accommodating. The restaurant floor was filthy and sticky. The food in the restaurant was not good. The staff was in a hurry to clear the table.

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!

Lovely time with family. We had breakfast every morning which was great value. Our room over looked the water which was lovely. Our treating on arrival with Zoe was so very welcoming! She was fabulous! We had spoken to her before our trip as we had some questions. She was so helpful and nothing was too much trouble for any if the staff

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