I've visited this hotel before in the past and not had much of a problem, no problems in fact. Last night though was the biggest shambles I think I have ever witnessed.
I had to queue on check in as the receptionist was struggling to give people their rooms, in fairness it was busy and the families did sound demanding, but it was apparent to me that she was on her own and could have done with some help. This same girl later, I forget her name, was serving on the bar and working in the restaurant. I was told by the restaurant that there would be a delay on food as they were busy, a delay I can accept but to be in the restaurant for nearly 2 hours to have a soup ( which the chef had to serve and clear away) and a burger and to walk away as my desert didn't come, I find totally unacceptable. Aiden in the restaurant was working alone and did inform me that the hotel was full and again he was clearly struggling to cope with demand. Although he was struggling, he was polite and apologetic throughout.
I asked the receptionist ( who was behind the bar ) to speak to a manager, to which I was informed he was upstairs helping guests, when he came back down, I managed to have a word ( In fairness to him, Daniel in think it was ) i had seen him also running around all night, at reception, the bar and the restaurant. I voiced my disappointment at the service to which he was apologetic and explained that due to unforeseen circumstances, the hotel was left short staffed for that evening, I explained to him that the restaurant in my opinion was a mess with families complaining on most of the tables waiting over an hour to get food and the staff were being placed in an awful position trying to cope and asked him if he thought it was acceptable that a hotel of this size only had 2 staff members working ( at this point 2 families were with me voicing their opinions at the same time ). In fairness he remained calm, explained the situation and agreed that the service we had received was unacceptable, but did praise his staff for giving their all under the circumstances. I got offered a free drink which I accepted ! Sat back in the bar and watched as person after person lined up to complain as he went round the tables to talk to all the guests.
It's a shame, this is a lovely hotel but it looks like the basics are not being carried out. The staff that were on, most of them I recognise from before we're fantastic but it seems that they were left there on a sinking ship, but like I say they didn't jump off, they went down with it . To have 2 staff and a manager run around one minute at reception, next minute taking an ice cream out to a table was really not well thought out and in my opinion, manic!!!
I will be back as I am a business user, but if its like this again I'm going to have to reconsider. I feel this hotel is gradually declining as the months go by. Shame!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for taking the time to review your stay with us. At Premier Inn it remains our main objective to deliver a high standard of service in all our establishments and we do apologise that on this occasion we failed to achieve this. Please be assured that your feedback is very important as it enables us to improve standards. Please email your booking details including your reservation number to firstname.lastname@example.org and we will follow this up with the Management Team. Thank you for taking the time to review our hotel.
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