Torquay Seafront hotel

We’re in room 120 at the Premier Inn Torquay Seafront for 5 nights leaving tomorrow Friday 14 Aug. There are positive things about this hotel, perfect location, spacious room and good breakfasts. Unfortunately that’s it. There’s a tennis tournament on and a large bunch of entitled teenage hooligans have run riot all week stomping around rooms and landings early morning and every night. It’s like a herd of elephants above you. Two boys were holding another above their heads at 10.30 the other night until he crashed to the floor while others looked out of rooms and egged them on. Again 10.30pm tonight 13 August and once again I’ve done to reception to ask them to STOP THIS HELL from the room above. I’ve complained MULTIPLE times, but there’s only been a brief respite because your ineffectual staff don’t take it seriously and don’t keep checking. But what’s most sickening is the housekeeping! We arrived to a dead moth stuck above our heads as we walked in. We said yes to having our room made up daily but your ‘making up’ is just emptying bins and changing towels. The bed isn’t made, the bathroom isn’t wiped, the floor mopped it the bedroom carpet hoovered. The last straw was long dark hairs left around the soap dispenser, another in the sink and what looked like a pubic hair next to my toothbrush for gods sake! My husband has short white hair and mine is short and blond but we’d never leave a sink like that. Train your staff to do what we have PAID for - your revolting service makes me physically sick!!!!! After complaining about ALL these issues to reception we’ve been refunded a breakfast - WOW the equivalent of a whole £20!!! The bathroom was cleaned after I reported the hairs but that was the only time in five days. Today back to uncleaned. Also reception told us to ring customer relations but after going through it all i was told he couldn’t possibly do anything while we were STILL at the hotel - and Premier Inn would not ring me - I have to go through it all again when we leave - at 7am tomorrow when we need to get off early! Do you enjoy making a horrendous situation ten times worse? EVER heard of a little initiative to help a paying customer - instead of wasting a lot of their precious holiday? Finally we can only get water at breakfast or after 4pm at the bar - unless we’re paying EXTRA for a Premium Room! Seriously??? We’re in the longest UK heatwave since records began and you’re so TIGHT you can’t offer your customers WATER???!!! I’ve stayed in countless hotels over the years from budget to luxury and have never experienced such a disgrace. We work long hours all year and look forward to hotel service - otherwise we’d pay less and get self-catering! So I shouldn’t HAVE to keep chasing your apathetic team to deliver basic essentials. Not only have we not got what we paid for it’s also been made a hundred times worse. I WILL be speaking to ‘Customer Non-Relations’ again and COMPENSATION needs to be significantly more than a breakfast, because after this you don’t deserve to be in business.

Big hotel in ideal location, easy walking distance to local facilities. Staff were friendly and helpful, rooms were clean and ready to move into. Food service in the Beefeater on site was a bit slow for an evening meal, but food was well prepared and plentiful, Breakfast Buffet was excellent

Not very clean and it is like a maize trying to find your room. Needs to be refurbished!

Rooms on the ground smell of damp and the disabled shower smells of urine. It is an expensive room (£120) and should have been better. Sheets only half cover mattress.

Reception staff took 10 mins to come to the desk, check in was poor and being told we would need to £15 for early check in (5 mins before 3pm? Room was on a slope, bar staff were clueless and slow. Bathroom facilities were dirty, only 1 towle supplied. Breakfast was alos very poor I would recommend staying away from this Hotel in Torquay as I am sure there are many more to choose from with polite staff and cleaner rooms.