We stayed here on a trip to London for my birthday as I usually adore premier inns, but we were disappointed by this one; the check in was fine and our room was giant and clean. However, the room was very very hot, we turned the heating down but this made no difference s we turned it down further before turning it off, the heat really unsettled our baby and she didn't sleep at all, she just wanted to feed because she was so hot. I tried to phone reception a few times but didn't get an answer, when I finally got through the receptionist turned the heating down somehow, but it quickly became far too cold. I phoned back and mentioned the 'good night sleep guarantee', I was told we could get a refund on check out but nothing else was done about our room.
Breakfast was ok, but the hot food selection was very limited, there were a lot of empty dishes considering it wasn't busy. On check out the receptionist told us we should have asked to change rooms ( in the middle of the night with a four month old!) as they knew the heating in the room was broken ( why give it to someone then?) but we did get a refund when I said we weren't offered a room change. All in all we got about 90 mins sleep so it wasn't a successful birthday treat! I would use Premier Inns again but not this one.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your review. It really matters to us that our guests have a comfortable nights sleep, and we guarantee this. We do sincerely apologise that on this occasion we failed to provide this. Please be assured that all your feedback is very important to us as we endeavour to meet all our customer’s needs. We would like the opportunity to investigate further, please email your booking details to firstname.lastname@example.org and we will be in contact directly. Thank you for taking the time to review our hotel.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.