Woking West (A324) hotel

On arrival our room.was excessively hot, the window was closed and there was a fan in the room but this was switched off. We opened the window and switched on the fan, however, the room seemed to get hotter and hotter, we were unable to rest and at 11pm sourced another fan from reception and were given a card with details on of how to complain via the good nights sleep guarantee. At 3am we were all still awake due to the stifling heat including my 9 year old, we all presented in reception and requested to be moved this request was declined, the staff were disinterested and very dismissive, wanting only to palm us off with a "good night sleep guarantee" card advising we complain. They did not want to help and offered no solution, after 30 minutes they offered another fan, so with 3 fans on we attempted to sleep again managing only 2 hours. We were in the area to celebrate our daughters birthday, we spent the day completely exhausted. In the morning we had spent 3 hours trying to resolve the issue eventually when reception were sick of the sight of us we were transferred to a nearby hotel. Again we were advised to complain and request a refund via the good night sleep guarantee, the receptionist asked that we text him to confirm we had checked into our new hotel, when we did he replied advising we request a refund for that 1st night. As per advice from THREE different members of staff we followed the link on the card and offered our feedback, today i have received an email advising we cant have a refund due to the heat as air con is not listed as a facility at the hotel, yet every member of staff we spoke to advised that we could and we were actually advised that the heat related to the buildings pipework, it was 15 degrees outside and 150 degrees in the room! The weekend was not what we had planned at all and i am utterly disappointed, AVOID at all costs and dont bother with the good night sleep guarantee because there is a clause for every eventuality.

First and last time i’ll ever stay at a premier inn. We checked in and checked out 2 hours later. It’s was horrible. No air conditioning, no fridge, no phone in room, no lift. Went to bar downstairs, we had a pint outside, must have been over 50 cigarette butts on ground by the seats, dog excrement on ground by our seats. 6 tables full of empty glasses and full ashtrays. No staff cleaning up. Savagely understaffed. We drove into Woking and booked into the Doubletree. Never staying in a premier inn again

Beware this hotel is terrible. The hotel room was stuffy and with no air con the room was unbearable. This hotel is in serious need of an upgrade and change of staff. The staff on reception were appalling, they were hostile!

We were booking into a big room with a travel cot on a warm Saturday, when we checked in the room was on the third floor. When we walked into the room it was 30c and the window could only open a tiny bit with a small window. So I wedged the door open to try and cool the room down but it just got hotter and hotter. Decided to not stay the night with a baby cause I couldn't settle him in a room for 30c and I knew I wouldn't sleep well in there either.

Very disappointing experience, not at all what I expect from a Premier Inn. The hotel was obviously uncared for, bathroom required refurbishment. We left after one night - having booked two. On the plus side the staff were nice and helpful.