Newbury Town Centre (London Road) hotel

Service at evening meal was appalling: the two chefs spent a lot of time chatting to each other and not preparing food for the nine (only) guests. It took an hour for our food to arrive and one of the dishes was cold. Think carefully about having an evening meal at this Premier Inn, as the chefs looked bored and wishing they were anywhere else than doing the job they were paid for and one of them scarcely moved during the whole hour we were waiting food food. They must have seen that I could see directly into the kitchen but that didn’t seem to influence their behaviour.

Walked into our room at Newbury initially to quickly drop bags off and could smell something faintly off /cleaning products and thought it was from bathroom poor ventilation (common at premier inns) and not a major concern. When we came back and walked into the room further from the door it was a really strong smell of stale urine must have been in the carpet or a mattress but I don't know how an earth this wasn't reported prior and the room closed. We were moved rooms, why they didn't put us in the vacant room to begin with and deal with the problem properly, but it was just really unpleasant/off putting and something way too obvious and strong to miss and cleanliness and hygiene is ultimately the most important thing when staying in a hotel and why we prefer staying in a well known chain like premier inn. We were moved rooms and that 'resolved' the situation however we were offered nothing voluntarily for what we were subjected too, put this down to an isolated incident, don't like to complain in person its awkward move on, however on the way back a week later we stayed in another premier inn at Oxford and the bathroom fan was covered in thick fur like mould not far above eye level really obvious and disgusting and the soap dispensers had old congealed soap with dust and dirt covering it where its trapped just needed removing and wiping. The rest of the room appeared very clean in fairness but it was just off putting and poor, again didn't complain to the desk its awkward complaining in person and the rest of the room was fine however I took photos and since this was the second incident I thought I would send a complaint online when I got home by email/phone. To be honest we've used premier inns lots of times and with 2 recent poor incidents I was hoping they may offer some sort of gesture of good will to make things right as we have never complained before and have booked countless times with them but the person I spoke to on the phone had such a dismissive unprofessional attitude I truly felt that I couldn't care less and have since deleted my account, I'm happy to take my custom elsewhere, we all make mistakes but it's how we deal with them and it was just bad.

With companies like Premier Inn where they have standard sites and policies, the only stand out feature is the staff. I can honestly say the staff here enhanced our stay and experience! From the lady that checked us it and personally went to see if our room was ready early for us, the evening restaurant staff who dealt amazingly with multiple issues with our food that left us all happy and feeling valued to the happy friendly staff at breakfast. The staff were certainly stand out during our stay! Thank you to all that we encountered and we look forward to returning next year 🤗

It provided everything that we wanted. Easy car parking is very nearby indeed. The room has kettle, cups, tea and coffee. The bed was very comfortable. Everything was clean. Very good value. Very nice evening meal with a sensible choice, including healthy options.

Comfortable Accessible Room Comfy bed Good breakfast Good value