Wellingborough hotel

Good location for family that we were visiting in two areas. Rooms were comfortable, an extension is being built but this did not affect us at all. The staff are very friendly and provide exceptional customer service. All round really good

arrived on the 4th october at roughly 1pm, we had paid for early check in, Nobody at the check in desk so i rang the bell. Nobody came so i rang it again. Still nobody so i rang it again. Eventually a very rude, i later was told she was the duty manager, lady appeared. Her first words were can i help you. I said we wanted to check , she asked if we had an early check in which i said yes. I offered to bring the booking up on my phone so she could see all the details which she dismissed rudely. I had booked two rooms, one for my 87 year old mother and one for me and my fiancé. She asked for the booking reference , i again offered to show her the booking on my phone at which point she ignored me and would only talk to my 87 year old mother. I told her she was being very rude and to engage with me as the booking was under my name and premiere inn account. Again she ignored me then tried to make my mother pay for her room first then my room could be paid for. I stated it was my booking and i wanted to pay the whole bill. She said i couldn't do that and continued to try and take payment from my mother and ignored me. I said please hold on and which point she said did i want her to cancel the booking. Eventually my mum paid for her room then i paid for mine. On allocating the rooms she tried to put my mother in a room on the first floor with no lift. My mum is 87 and uses a walking stick walk which was clearly visible. Clearly she was being awkward. Eventually after more rudeness and huffy and puffing from her we were allocated 2 rooms on the ground floor. Bear in mind the hotel was virtually empty she was just being rude. I had also asked for her name which she refused to give. I then asked for her managers name which she replied Whitbread!!! We checked in the rooms, rooms all ok. I went to my car to get an extra bag out. When i came back in i asked for her name again. She asked why. I told her i was making a complaint. She refused again. So i asked one more time . The reply i got and i quote was f**k off. I said did you really just say that on camera? her reply was say what . I said you know what you said and she said f**k you. I went to the room and called customer services straight and told them everything. The manager of the hotel wasn't on duty. Customer services promised a reply within 48 hours That never came . a week later i contacted customer services again. After a long drawn out conversation and a manager refusing to take my call i was told the customer services manager had said he was sorry and they promised to do better in the future. I said that's not good enough we were on Northampton for my uncles, my mums last surviving sibling, celebration of life and wake. This experience totally ruined what was an emotional occasion. I have had a reply from premiere in today saying no further action will be taken. Everything was caught on video in their reception. I have travelled all around the world and never met such a rude, nasty manager as this one. Plus premier inn responses have been disgusting

Nice hotel, a little tired but clean and the staff are lovely.

We had a great dinner and Selkie gave amazing customer experience

The hotel stay in its self was good and our server that night called selkie was fabulous and very accommodating. However the next morning ruined all of that by the morning staff who accused my cousin of not paying our breakfast bill inspite of her having receipts for proof of payment.