We booked this Premier Inn in order to attend a family party up in Cramlington. There were five of us altogether, my wife and I, our two kids and the mother-in-law. We booked two rooms and called a few weeks before arrival to request the two rooms together as the kids can never decide who they want to sleep with. On check-in I got both room cards and discovered that the rooms were not adjacent, we had 39 and MIL had 17. I pointed out to the receptionist that I had requested two rooms together and he apologised but said that the hotel was too full to be able to change the rooms about. What was the point of ringing weeks before if the rooms are allocated on the day and any notes about rooms are clearly ignored?
My wife was furious and went to speak again to the receptionist who was helpful and apologised once again and promised to make up a bed in the mother-in-law's room in case the kids wanted to stay with her.
Our room did have a stale smoke smell despite there being clear no smoking signs but we figured that as we weren't spending a great deal of time in there it was pointless making even more fuss than we already had.
We returned from our party after 11pm and as promised the bed had been made up in the other room. We climbed into bed and discovered that the sheets and quilt cover felt damp on both ours and the bed our daughter was sleeping in. They weren't so damp as to be wet but they were not warming up like a normal bed. As there are no phones in the room my wife had to get dressed to make a trip to Reception to complain. The evening receptionist eventually arrived with a quilt he had taken from another room. He thought that they both felt exactly the same but the new one was clearly drier. So we eventually got to sleep at about 1am but we were woken before 8am by the people in the room above clomping around and then my motorbikes revving up in the car park outside our window. Usually we would sleep with the windows open at home but as my daughter was sleeping underneath the window we wisely decided not to have them open otherwise I'm sure we would have been woken much earlier.
Breakfast in the adjoining Beefeater was fine with excellent service, all cooked breakfasts are made to order rather than being sat out under lights. When we returned to the hotel my wife spoke to Reception as we wanted to invoke the Premier Inn Good Night Guarantee due to the issues with the bedding and motorbikes outside. Despite it being a no question, no quibble guarantee the receptionist, Linda, saw fit to quibble over it. She insisted on speaking over my wife rather than letting her get her point across. She mentioned that they had had to move other people into different rooms so that's why we couldn't have adjacent rooms and that the evening receptionist didn't think the bedding was damp. She said that our room was in the new section of the hotel where the rooms are cooler but the room wasn't cold. She also pointed that the hotel can do nothing about motorbikes revving up outside which is true but it did disturb our sleep. However, in the end she relented and gave us our money back but carried out the transaction as customer not present even though my wife was there with a bank card so she didn't get a receipt to confirm the transaction.
In a way it's a shame that we had these issues as we haven't had them previously (apart from at York where our request for adjacent rooms was ignored but they were at least able to move our rooms) and we are not the type of people to make spurious issues up in order to get our money bacl. However, Premier Inn hotels are such great value that it certainly wouldn't put us off using them again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.