Woking West (A324) hotel

The staff were friendly and helpful but they all seemed very stressed, they were making the best of a bad situation. The room had an old noisy fan going in it when we got there blowing about the hot air in the room, and the window was open a small amount, as much as is allowed. The temperature outside was 22 degrees and cloudy. The room got hotter and hotter as the night wore on. We got no sleep, nor did our friend who was sleeping in a different building, again because her room was so hot. The restaurant was tired and the service in the evening was slow, it seemed 1 person was doing everything. At breakfast, the light over the first part of the restaurant and the food had gone out. Again 1 person was welcoming, taking orders and serving food. This Premier Inn needs a re-fit with air con installed. It's a lovely setting and looked really good when we turned up, unfortunately it didn't live up to expectations and the relentless heat was awful.

Don't stay here during periods of hot weather, you won't get any sleep!.I was aware tht there was no air-con at the hotel, but wasn't prepared for the stifling heat in our room. The reception staff directed us to phone the Premier Inn's Guest Relations Dept. All they could offer was an apology and refused a refund, as this isn't covered under their "good night guarantee". I paid £143 for one of the night's stay and got 3 hours sleep! I would have been better off sleeping in my car. Two thing to note. 1) Don't stay at the Hotel in the summer unless you enjoy trying to sleep in unbearably high temperatures. 2) The Good Night Guarantee is meaningless.

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!