Brentwood Hotel

Das Hotel erfüllt alle Erwartungen an Premier Inn: Sauberkeit, gute Lage, freundliches Personal, schnelle Abwicklung und "good night guarantee" Wir waren allerdings überrascht, dass es dort nur EINEN Preis für das Frühstück gibt, im Gegensatz zu allen anderen Premier Inn, in denen wir übernachteten in den letzten 7 Jahren: Man bezahlt also auch für eine Scheibe Toast und eine Tasse Tee die vollen 8,75. Die Good Night Guarantee ist sofort eingehalten worden, als uns gegenüber zwei Zimmer mehr als laut neu belegt wurden ...um ein Uhr nachts.

Frequently I have to travel on business. Whenever I do I always look for the nearest Premier Inn and Premier Inn Brentwood was no exception. In the last few years I’ve stayed at their Manchester Central hotel, Chelmsford hotel, Birmingham NEC hotel, Peterborough hotel and of course Brentwood. I booked in advance and upgraded to the meal deal because I know how high quality the food is at all Premier Inn hotels. On checking in I met this lady called Monique with a wonderful South African accent and we had a joke that James Bond had come to the hotel. She had a real laugh when I showed her my driving license. She was shaken but not stirred (my joke!) I asked her where I could park and she mentioned the car park round the back or the train station car park. Once I had taken my stuff to my room I went to park my car but the car park round the back was full. I went back and asked Monique where the train station car park was. She was super helpful and directed me to it. On top of that she arranged for me to have wifi in my room. However lets consider the room. The moment I got into it you could smell how clean it was. Those bedsheets were perfectly ironed and I can’t begin to tell you how comfortable that bed was. However before I went to bed I realised that I had only packed one t-shirt for my 3 day trip! Talk about being badly organised! I found a Sainsburys online. Before I went to the restaurant I asked how far that supermarket was from the hotel and they said “just a few minutes drive.” I was really hungry so I went to the restaurant and this wonderful lady called Sarah was there. She found I was on the meal deal and I upgraded by paying the £2. I ordered the nachos. Those nachos were authentic traditional mexican cooking, I felt as if I was in Mexico. Those chillis were perfectly cut, the chips were perfect and the sauce was just perfect. Then came my main meal, the burger and fries. Those fries were not from the freezer. Chef had clearly cut them on site from fresh ingredients and made them that evening. They were crisp as you like and tasted divine. That burger was a dream to eat as well. However that chocolate sundae topped it all off. Do you watch The Simpsons? Have you seen that episode where two Germans buy the nuclear power plant where Homer works? In that episode Homer talks about his love of chocolate. Then his new bosses say "well we come from the land of chocolate." Homer then spaces out and goes into a dream about chocolate. That’s how I felt! As always I had a great nights sleep which is one of the main reasons I stay at the Premier Inn. Those rooms are fit for a king. In the morning I went down for breakfast, they had my details on the system. I just love the Premier Inn all you can eat breakfast. Like in every other Premier Inn those hash browns are divine, they are super crisp and made fresh that morning. Those tomatoes are a joy to eat. The mushrooms are cooked and cut to perfection. Don’t get me started on the scrambled eggs! That was a joy to eat. The apple and orange juice not only tasted divine but they were perfectly chilled too! For seconds I always go for yoghurt and the berry medley which was a joy to eat. That night after my course I went to the restaurant again. I’d got something from the supermarket but I needed a pair of scissors to open it. Sarah kindly got me a pair of scissors after I asked her. She even remembered what flavour J20 I liked so talk about personal customer service! That’s another reason I am so loyal to Premier Inn! Like the night before I went for Nachos, burger and fries and the chocolate sundae. I just hope nobody heard me say “mmmmmm chocolate” like Homer Simpson. That night I went for something different. I tried the garlic mushrooms which were a joy to eat. I got a Texan burger and my only regret is I forgot to take a photo. That was a joy to eat. However for desert I went for the fruit salad. That really hit the spot. I loved those apples, the grapes and pineapple. They were also nicely chilled as well. All in all, I was shaken but not stirred.

Terrible hotel Air conditioning not working correctly I payed for WiFi to get 8mbps 🙄 Ridiculous Key card was incorrectly coded I couldn't get in the lift In the toilet was a few sheets of toilet paper it clearly hadn't been stocked A women was there asking for toilet paper as I was checking in

At the beginning of the stay receptionist informed us about parking. Then realised that it only has 20 spaces and was already full. Had to come back and park in the temporary car park again to ask for an alternative and only then did she say there is also the station car park. None of this was clearly explained on the website. Station car park is £10 per day but runs out at 4:30 am no matter how long you've parked so had to pay for 4 days. Breakfast wasn't fresh by the time we came down on two of the three nights we stayed there . Old poached eggs, rubbery scrambled eggs, dry bacon, mushy beans. I think by the end of the morning they are just trying to shift what's left. Found a long hair in my beans. Hash browns tasted like they were roasted in a dirty oven, you could taste the smoke. It wasn't pretty. Didn't eat on the third day. Husband addressed it with staff but was told that the hair was probably from a guest as the cook has short hair (so do we) and oven apparently gets cleaned every day. Lady was very defensive and gaslighting us. I am not sure why as there was no need. She eventually agreed to a refund but her reaction left a worse taste in our mouth than the breakfast.

Lovely Room, Poor Service Experience We had high hopes for our stay. The rooms were lovely—clean, spacious, comfortable beds, and great air con, which was very welcome during the heatwave. Unfortunately, breakfast was a letdown. On the first morning, the food was lukewarm and dry—especially the scrambled eggs and mushrooms. I didn’t complain immediately, assuming it was a one-off. But the second morning was just as bad. The scrambled eggs and mushrooms were again dry, the hash brown had a bitter aftertaste—like it had picked up residue from an oven that hadn’t been properly deep cleaned—and a hair was found in my wife’s breakfast. We showed this to the woman on the breakfast desk (late 50s, also working reception). She was immediately defensive—saying the hair couldn’t have come from the chef as he had short hair, and must have fallen in from one of the guests. She also insisted the oven is cleaned daily, though the taste indicated a deep clean likely was needed. My concerns were met with excuses and deflection. I explained I hadn’t complained the day before, but the food issues were clearly ongoing. She made further excuses (such as “bacon can be dry”) and didn’t seem to take the concerns seriously. Later, I went back to explain that I felt gaslit by how the complaint was handled. At that point, she told me I’d been “aggressive,” which I disagree with. I was frustrated, yes, but not rude or confrontational. I even sat down to try to make her feel more at ease and explained I just wanted to give honest feedback. Eventually, she did apologise more sincerely, suggested smaller batches of food might help, and agreed to refund all the breakfasts we had prepaid, which we appreciated. Parking was another issue—only around 20 spaces, the “full” sign wasn’t working, and staff gave vague directions about where else to park. We were told to try the station car park, but the instructions were vague, which led to extra stress and wasted time. We weren’t expecting luxury—just hot, fresh good tasting food, basic hygiene, and a professional attitude when dealing with feedback. Sadly, it was the way our complaint was handled—not just the food—that left the worst impression. — Jay and Judy