My wife and I booked two rooms for two nights as an alternative Christmas present for my sister and her husband. We choose the Nelson as it is in very pleasant surroundings and close to retail therapy. (My sister and my wife love shopping).
When we arrived, the receptionist kept asking my wife and me which were having which room. We tried to explain that we were husband and wife and we would be staying in the same room. A couple who were standing behind us waiting patiently to be served saw the amusing side of the conversation with the receptionist and commented that they were very laid back and believed we were in fact Jane & John Smith.
Eventually, the receptionist gave us our door card. We proceeded to the lift, that was out of order and carried on up the freezing staircase to the second floor (my sister has recently had a hip replacement and was struggling to climb the stairs). We got to our rooms and found they overlooked the Inland Revenue’s car park, so it would be very noisy first thing in the morning when they arrived for work. We sent our negotiator (the wife) to the reception and after a long wait and plenty of grovelling, finally got two rooms overlooking the river and very pleasant gardens.
Somehow the receptionist booked us in for dinner at 5.30 (heavens knows why, we certainly did not ask for such an early dinner). We went down to dinner at about 6.00 only to be told by the very charming waitress, we could have dinner much later if we wanted. We were the first to have dinner and didn’t we regret it. The starters were a mixture of good and bad. The prawn cocktails were very good with lashings of prawns. The chicken pate one could have died for but luckily my brother in law did not eat it. The soup, yes it was warm but tasted awful. Onto the main course; only one vegetarian option available, thank heavens only one of us is a vegetarian. I had a rump steak, tough as old boots and served with cold chips, peas, mushrooms on a cold plate. My wife’s boiled potatoes were cold; my brother in laws chicken and veg. were served cold as was everything. The very pleasant waitress asked if everything was alright and we told her it certainly wasn’t. She went to have a word with the manager but he did not have the nerve to come and apologise himself but sent the waitress back to do his dirty work (there were only one other couple having dinner, so he could not claim to be busy). Now here comes the good part – the sweets were divine. We did complain to the reception and asked for a complaint form, only to be told that the restaurant was run by a different company (it’s strange that I paid for the room and food to Premier Inn).
After an awful dinner, we retired to a very good night’s peaceful sleep. In the morning we all had a very hearty hot and tasteful breakfast. After a very boring day shopping (well for us men) we returned to the Inn and went to dinner at a sensible time. And yes the dinner was very, very hot and I got a huge piece of very tender steak. The wife was not so lucky; she was told by the waiter that she could only have the same as the previous day. She asked to speak to the manager but as you have already guessed he didn’t want to come and speak to us but sent the waiter back to apologise. She did get something different what’s the point of having a negotiator if you don’t use her)
We did all have another good night’s sleep and another very good breakfast. Did we get our complaint resolved – of course we didn’t – we never did get to speak to the manager.
So it wasn’t all doom and gloom; just average.
Rooms at the front overlooking the river are quieter, larger and sunnier.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Many thanks for taking the time to review and for your comments. We're very pleased to hear that you enjoyed your stay in our riverside rooms but sorry to learn of your disappointing experience in our TableTable Restaurant. I will pass your comments over to the Restaurant Manager.
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Please contact us direct at the Hotel and we will be happy to discuss and rectify this situation and I do hope that this isolated incident won't deter you from staying with us again.
Thank you and I hope to hear from you soon.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.