Brighton City Centre (North Street) hotel

I stayed for one night with my partner, as I was attending a training course in Brighton. I like staying at Premier Inns as you usually know what to expect - a comfortable bed, good night’s sleep, plenty of hot water, a good breakfast etc. I would like to emphasise that all of the staff were very nice and welcoming at the hotel, and the breakfast was delicious. However, the rest of our experience at this hotel was poor, and both myself and my partner got very little sleep. We were on the second floor in room no. 213, and the room faced on to the main road and over the bus stop. The hotel was very, very scruffy, and clearly needs a refurb. This is very evident in the entrance area, for example, including the lifts. The carpets were dirty. The corridors to the rooms were unattractive, stark, and somewhat dark – it almost felt like well used student accommodation. The room and décor was fairly stark – there was no sofa or comfortable chair provided, as is usually the case in PI rooms. In the bathroom, the external base of the bath was swollen and marked – I don’t know if this was dirt, but it looked like it was. And the extractor was not working in the bathroom. Half the light was not working on the makeup mirror. The room was not the brightest, even though it was a sunny day. When I opened the curtains in the morning, the curtain just fell down, where the rail was already damaged. I could have tolerated all of this, however, the bed was absolutely appalling. The mattress on the bed had no support, and just sank down with a huge hollow (see my photo). The mattress should have been replaced many, many months ago (or even years ago…) – it was completely unacceptable to have this on the bed. And the noise from the road was appalling. Whilst there was triple glazing, it was not at all adequate to sufficiently block out the noise of drunken people, constant buses, and service vehicles, which went on all night. I don’t consider that any rooms on this floor and along this front part of the building should be booked out given the amount of noise, and particularly room 213. We got virtually no sleep, and the bed was even worse for me, as I had been suffering with back pain that day, and so I needed to get some good rest, which I did not. I was not able to complain to any staff at the time upon leaving, as when I checked out in the morning, there were no staff at reception, and I needed to leave due to work commitments and needing to get to a meeting with clients, so I did not have time to find anyone. I submitted a complaint to Premier Inn customer services by email and was informed that it would be 10 working days to receive a response, but I did not receive any response. I also complained via WhatsApp and was told that as I had not made a complaint direct to hotel staff before leaving, that I would not receive a refund via their Good Night Guarantee. I repeatedly explained that I had not been able to complain to staff before leaving, as no one was around, and I had to leave due to work commitments, but they still refused to give me a refund. I consider that this is an unacceptable part of their policy - what was I supposed to do? I am sure that this has happened to many other people who needed to leave promptly in the morning - I have often stayed at PI hotels, and staff are frequently spread very thinly, with no one at reception, which is why there are always self check-in screens provided. I am extremely disappointed at the way in which this company operates, and how they have treated me, given also that I stay at their hotels a good few times per year.

Ideal location, but... Toilet was dirty, hallway has damp patches and cracks in ceiling. Sticky tables and dirty plates, glasses are scratched/chipped, even in the bedroom. Will be cancelling my stay next month!

I always choose a Premier for one night stays as they serve their purpose well. This location served it's purpose - the bed was comfy and basic amenities were provided. Staff were all extremely friendly and helpful. The only thing I didn't like was the double layer of locked glass so windows couldn't be opened in any way - I understand the need for doing this, but I found it a bit claustrophobic. Hot breakfast was cold despite being under heat lamps...or maybe just lamps! But to be fair, we weren't down for freshly cooked firsts. Overall, I would return if I came back this way. The hotel is close to everything you need in the city centre area, rooms are quiet, clean and comfy.

So as you approach the building it looks outdated and just outside there were seval homeless people. On arrivsl the person checking us on was very friendly and attentive . We were given our cards and told which room to go to. As i arrived in the corridor outside our room the stench of weed Marjouna howvever you spell it was overwhelming ( i get its brighton) but this was absolutley ridiculous i litrally got my body spray out and sprayed the hall it was nasty not something i needed myself or my daughter to be greeted by. Did i report this? No what would have been the point if somone had smoked it outside and came in smelling of it what can you do? However even so how can you tell me that housekeeping would not have been aware of this!! The other fault the sink in our bathroom was broken again yes i could have reported this but instead i just used the bath tub to run water for what u needed. Would i stay at this hotel again? No definatley not it was purley for the convinience but next time i will re think that.

Whilst handy for the train station and not too far from the beach unfortunately that’s where the positives end. To clarify not expecting a stay at a 5 star hotel, however, do expect a clean and safe hotel room. This is easily the worst premier inn I have ever stayed at. Mouldy, grotty and extremely run down. The room I stayed in had black mould in the room around the windows and in the bathroom. Had chunks out of the walls all over some were patched up very badly. Moth traps everywhere and threadbare loose edges of carpet sticking up which is a tripping hazard. Cracked and broken ceiling tiles, badly fitted plug sockets and air vents thick with dust. There is also only one lift working, and the one lift that does work doesn’t go up to the seventh floor. The front entrance and stairwell to the bar and reception area also routinely stank of cigarette smoke and weed. As someone trained in health and safety the place should be closed until it has had a full overhaul and deep clean. Extortionately overpriced! Had to repeat enquiries to staff multiple times before it was understood. They also do not allow you to leave luggage despite claiming they do on here and the Premier inn website, although do have tags for this on the reception desk, they also feature on external websites where non hotel guests can pay to leave bags. The fact they wouldn’t allow me to leave mine resulted in me missing a day of a conference which has come at great cost for me to attend.