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“A little disappointed”

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Premier Inn Sunderland North West Hotel
Ranked #8 of 10 Hotels in Sunderland
Reviewed July 29, 2013

To be truthful, we were a little disappointed with this Premier Inn. We have stopped at several in the past, all over the country, and this was one not to be repeated. Our concerns were several, but the main ones were that there is no lift service at all in the hotel, no problem for us on the third floor, but for someone who had mobility issues, this is a major problem. The second was the temperature of the rooms. Our visit was during the hot spell of the summer. We were told on arrival that the rooms were hot and a fan was provided in each room. However the wall mounted temperature gauge indicated that it was 28 or 29 degrees, and nothing we did managed to get it down with any significance during our stay. On the last morning, with an early start, the room was at 26 degrees, we got into our car and it showed 14 degrees outside. The corridors were just as hot and stuffy, and something needs to be done about this. Next is the restaurant/bar next door. They have just opened the night club above the bar, and all the staff and management appear to be concentrating efforts towards that and not the regular visitors to the pub. At first the tables and chairs at the front were used by customers for eating and drinking, however on the day of the launch of the club, all was changed by and officious employee who insisted that no glasses were to be seen at the front. Overall a little disappointed with this Premier Inn, we should have taken the 'Not a good night's sleep' policy up with them, due to the heat and humidity in the building, which no member of staff seemed bothered about.

Room Tip: If you have mobility issues, you need a room on the ground floor as no lift facilities available at...
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  • Stayed: July 2013, traveled as a couple
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Thank Mark J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
gmsunnw, Manager at Premier Inn Sunderland North West Hotel, responded to this reviewResponded August 20, 2013

Thank you very much for your review. We do take great pride in the cleanliness of our hotel, and the team constantly strive to deliver excellent service at all times but i am sorry to hear that you didnt feel that on your visit. If you do decide to stay again at Sunderland North west, we can insure that you are put on the ground floor. We also have sheets and complimentary bottles of water available on reception to help with the hot weather at present. I have passed on your feedback to the Liberty Browns, General Manager, which their have taken on board. We do hope you will stay at Sunderland North West in the near future.

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223 - 229 of 312 reviews

Reviewed July 23, 2013

I stayed for one night on a business trip. The room was as you'd expect at Premier Inn, clean, functional etc. The climb up four flights of stairs (there is no lift) with luggage made me thankful that I was only staying one night. The restaurant next door, although serving breakfast for PI guests is NOT part of the Whitbread group as is the norm. The staff were a bit indifferent. The menu although quite good if you like American style dining was more than you'd usually pay at Table Table for example. It also didn't accept my company credit card Amex, which Whitbread establishments all do. The music volume made it impossible to read a book. Will stay somewhere else next time. The room was expensive at £76 for one night.

Room Tip: Choose it at a different hotel!
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  • Stayed: June 2013, traveled on business
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Thank Phil M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
gmsunnw, Manager at Premier Inn Sunderland North West Hotel, responded to this reviewResponded September 5, 2013

Thank you very much for your reviewing your stay with us. We do take great pride in the cleanliness of our hotel, and the team constantly strive to deliver excellent service at all times. When you stay with us in future, don't hesitate to ring the site and we can ensure you are given a ground floor room. We hopefully look forward to seeing you in the near future.

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Reviewed June 26, 2013

This review is for the hotel only and not the bar/eatery next door. The hotel is typical Premier Inn and in fact I would guess it will be due a refurb or freshening up anytime soon. Never the less it is a Premier Inn and you know what is behind your bedroom door.
The staff in this particular hotel in my opinion continued to offer a level of service a level above what I would expect and deserve recognition.
I mentioned the pub and although my ratings reflect the hotel only I thought I should mention a little more. Dinner was really good, service, quality and value. Breakfast, food as you would expect but service atrocious. Waited over five minutes to be seated and no apology, no orange juice with no apology and no explanation other than 'we asked or it yesterday'. Despite copious space we were seated close together and finally despite the large number of people eating the contractors working there started banging and hammering, inside the dining area at 7.30 am. Not how I like to start a busy day. Rant over.

  • Stayed: June 2013, traveled on business
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Thank Ntb146
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
gmsunnw, Manager at Premier Inn Sunderland North West Hotel, responded to this reviewResponded August 20, 2013

Thank you very much for your review. We do take great pride in the cleanliness of our hotel, and the team constantly strive to deliver excellent service at all times. I have passed on your feedback to the Liberty Browns, General Manager, which their have taken on board and our guests have already started seeing the positive changes. We look forward to welcoming you back at Sunderland North West in the near future.

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Reviewed June 24, 2013

We stayed in this hotel for a night as we were going to a concert at the Stadium of Light. The rooms were clean and tidy, the beds were clean and comfortable. We ate at the restaurant next door and the food was really nice and a reasonable price This hotel is within walking distance of the stadium an I would definitely recommend staying here if you are going for a concert at the Stadium of Light.

Unfortunately there was some road work being undertaken on our stay but you could not hear this once the window was closed. When we went to get a shower we found that their was only one towel, a simple mistake. We notified reception and they provided us with another towel straight away. We booked breakfast which I forgot about until they reminded us when we arrived, the breakfast was lovely and their was lost of choice.

  • Stayed: June 2013, traveled as a couple
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Thank Simone D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
gmsunnw, Manager at Premier Inn Sunderland North West Hotel, responded to this reviewResponded August 20, 2013

Thank you very much for your review. We do take great pride in the cleanliness of our hotel, and the team constantly strive to deliver excellent service at all times. I have passed on your lovely feedback to Liberty Browns also. We look forward to welcoming you back to Sunderland North West in the near future.

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Reviewed June 20, 2013

I've stayed in a premier inn before and it was very good. Sunderland was the opposite.
While the location is great for a concert at the stadium of light this place I would not recommend this place. The biggest complaint was the bathroom, I wanted a shower so got it running, stepped carefully in and promptly went crashing down. The bath hadn't been cleaned out properly and was lethal. I banged my head and we had to rinse the bath and area all down ourselves to make it safe. No rails to stop yourself falling either so down I went.
Didn't sleep all night due to headache.
Made worse by the fact that the bed was really uncomfortable, we had asked for a double bed which was two singles pushed together, no problems usually but my side was awful. In the morning I compared both mattresses and yes, one was the normal soft premier inn style and the other was like it was filled with rocks.
The staff were really pleasant though and cannot be knocked but I won't be staying here again. Very unhappy.

  • Stayed: June 2013, traveled as a couple
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1  Thank Witheringidiot
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WhitbreadHotels, Online Customer Service at Premier Inn Sunderland North West Hotel, responded to this reviewResponded June 24, 2013

Thank you for your review. At Premier Inn it remains our main objective to provide guests with a comfortable stay and deliver a high level of service in all our establishments, both in our hotels and restaurants. We sincerely apologise that on this occasion we failed to provide this. Please email your booking details including your reservation number to talktous@premierinn.com and we will follow this up with the Management Team. Thank you for taking the time to review our hotel.

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Reviewed June 14, 2013 via mobile

Premier inn was the perfect stay for us! We needed to be close to the stadium of light and we were, we also had an Argos (for a phone card) and stainsburys (supermarket) close by so we were really set...

It is a 3km walk from the stadium, which we found great! As we had to go there twice! The hotel itself is an older building with no lifts, but I felt it had charm. If you look past carrying your bag up one or two flights of stairs you will see the gorgeous staff that work here. We had very helpful staff during the day who were so lovely to us! The only inconsistency with staff was a gentleman working at night did not know the area and didn't really seem interested in helping us find somewhere to eat.

The room was sized large with a bath in the bathroom! Normal tea and coffee facilities, basic amenities, but I loved this hotel and would stay here again!

  • Stayed: June 2013
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Thank Georgous_travels
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
gmsunnw, Manager at Premier Inn Sunderland North West Hotel, responded to this reviewResponded September 5, 2013

Thank you very much for your review. We do take great pride in the cleanliness of our hotel, and the team constantly strive to deliver excellent service at all times. I am very pleased to hear that you have enjoyed your stay with us, and we look forward to welcoming you back again in the near future.

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Reviewed May 25, 2013

Picked this hotel based on other Premier Inn stays....Sadly,this one isn't up to par. Although we had booked 2 days out, our room was on the third floor. That was OK until we were told that there wasn't a lift and we would have to lug heavy cases up three flights of stairs. Sean on the desk did offer to help with the luggage, but that's not the point,you choose a chain because of consistency. On that note, this Premier Inn has no Restaurant so you have to eat next door at Liberty Brown. We went to dinner at 6.45 but were curtly told to come back at 8 o'clock .THE RESTAURANT WAS EMPTY! In disgust we returned to the hotel and once again Sean came to the rescue with a quick phone call to Liberty Brown's and Bingo, we get a table for 2.
The food was ok but very much overpriced compared to restaurants that are attached to Premier Inns.

Stayed: May 2013, traveled as a couple
1  Thank Xlcobra
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WhitbreadHotels, Online Customer Service at Premier Inn Sunderland North West Hotel, responded to this reviewResponded May 29, 2013

Thank you for your review. At Premier Inn it remains our main objective to provide guests with a comfortable stay and deliver a high level of service in all our establishments, both in our hotels and restaurants. We sincerely apologise that on this occasion we failed provide this. Please be assured that your comments will be duly followed up by Guest Relations and the Management Team at this hotel. We hope to welcome you back to Premier Inn in the future.

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Additional Information about Premier Inn Sunderland North West Hotel

Address: Timber Beach Road | Off Wessington Way, Castletown, Sunderland SR5 3XG, England
Location: United Kingdom > England > Tyne and Wear > Sunderland
Amenities:
Bar / Lounge Free Parking Restaurant
Hotel Style:
Ranked #8 of 10 Hotels in Sunderland
Price Range: $59 - $89 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Premier Inn Sunderland North West Hotel 3*
Number of rooms: 63
Official Description (provided by the hotel):
North West is close to Sunderland City centre, The Stadium of Light and Aquatic Centre, offering a perfect base from which to explore Sunderland, Newcastle, South Shields and surrounding areas. Some of the comfortable rooms at Premier Inn can accommodate 2 adults and 2 children (under 16 years). The 2 children are also served a free full breakfast, when accompanied by an adult purchasing a full cooked breakfast. The full all-you-can-eat breakfast includes cooked items, vegetarian options and a wide continental selection. Premier Inn Sunderland North West is next to ‘Liberty Browns’newly refurbished restaurant, which offers a wide variety of freshly prefared food which consists of Pizza House,Bar and Grill, offering a great experience in dining. Opposite is also D & W fitness centre with day rates available. There is free parking and a 24-hour reception at this Premier Inn. Hotel Rooms: 63. Hotel Chain: Premier Inn. ... more   less 
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Also Known As:
Premier Inn Sunderland North West Hotel Sunderland

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