Woking Town Centre hotel

The room was very worn and not cleaned properly. I noticed crumbs/dust under the bed when packing on the last of my 2 nights. Which considering I hadn’t eaten anything to produce the crumbs infers they were already there alongside the dust. The windows couldn’t be opened which meant no air flow in the heat. There were marks all over the walls and on the day bed. The bathroom also had marks and stains all over and the soap dispensers had rusting marks on the lids.

Check-in took an awful long time despite us already doing an online check in. No parking, so add around £15 per day for parking at the car park over the road. Nice clean and comfortable room with air conditioning. Our keycard for room 911 only worked once, so we had to repeatedly get a new one - we ended up going through SEVEN keycards during our 3 night stay - frustrating to say the least. The skeleton staff were never around when you needed them - they did seem to be run off their feet. Nice breakfast, but they ran out of bread, milk, pancakes, muffins regularly and only put out a very small amount at a time despite the hotel being gfully booked. Cooked breakfast was very tasy, but swimming in fat which really put us off.

I booked two rooms for two nights — one for my family of four, and the other for my mother and my nephew. When I used the self-check-in machine to collect the keys, I was surprised to find that the hotel had not placed us on the same floor at all — one room was on the 4th floor and the other on the 8th floor. Forget about having connecting rooms. When I raised this with a staff, explaining that one room would be occupied by an elderly person and a child, I asked if they could arrange for us to be on the same floor. The staff, who showed little interest, told me that there were no rooms available on either the 4th or 8th floor. But then, rather strangely, she said there were rooms available on the 5th floor — yet claimed she couldn’t make the change, and told me to come back the next morning at 6:00 a.m. to speak to her manager. Despite my repeated requests, she remained completely unhelpful. Unsurprisingly, no one ever helped us change the room in the end. When we got to the rooms, we found that there were only two quilts in total between the two rooms. We went down to reception again to speak to the same staff member — whose “I don’t care” expression suggested that we were just bothering her. Later, we discovered that there were no toiletries in the rooms either. This time, we decided not to disturb her again and simply went to a nearby convenience store to buy what we needed, just to avoid more unpleasantness. That said, the hotel did have some positive aspects. The location is excellent, right opposite a shopping centre. The rooms were reasonably clean, and the air conditioning system worked very well.

On my arrival my bed was very stained. Bathroom paint was coming off below towel heater. Only thing that was disabled proof was bathroom. The communal doors had to open when on. Mobility scooter good job I had door stopper. Only 2 lifts one only working. Food was disguising either not cooked enough or microwave not long enough and cling film over it.

Its a shame that Premier Inn have taken to removing check-in desks and replacing them with non-working touch screens. The removal of the human touch is obviously a cost cutting exercise and a bad idea - just ask Starbucks about the millions of £s they are spending to reverse their bad choices. There is nothing worse than travelling for hours to be greeted by a faceless touch screen that I cannot use from my wheelchair! Its even worse when the system doesnt work. It turns out that my room wasnt ready even though it was passed 3pm check-in time and I had to wait till just before 5pm before I could get access to my room. In that time I witnessed numerous people unsuccessfully try to use the screens and EVERY one of them couldnt check in using them. Its very clear disabled people, especially those in wheelchairs and the visually impaired were not considered during this big change and it will make me seriously reconsider using the brand again! That on top of the 2hr wait for my room was utterly disgusting. To be clear I lay this blame solely at the feet of Premier Inn head office and not the staff at the hotel who are clearly now expected to do a whole lot more than greet/welcome guests! This cost cutting exercise is a BAD IDEA!!