Newbury Town Centre South (A339) hotel

This is the third time here and agin excellent service , the room was clean , a slight mix up with a family room but it was probably my fault but the lady on reception managed to sort it quickly and efficiently. All the staff were friendly and helpful a special mention must go to Charley who went the extra mile to make our stay ( 9 family members of all ages ) satisfying and trouble fr

One member of staff was very rude to me and my dad on our last morning before check out (15th September), she didn't seem aware of how to deliver good customer service, or even what Premier Inn services offered: she didn't know the breakfast was 'unlimited' and told me I couldn't eat anymore - I pointed out it is unlimited yet she couldn't have cared less, and proceeded to monitor us eating the small plates we had. The night before we were woken up due to a fire alarm at the Premier - at 3am, so of course we didn't have a good night sleep 'guaranteed' or feel our best the next day, I couldn't even go back to sleep after the fire engines left around 4:30am, and we were already preemptively stressing about driving to Oxford...yet when we asked this lady about Premiers 'good night sleep guaranty' policy: which was written in light up words by the reception desk, after I read through the policy beforehand - she was completely dismissive, giving us a baffled/snarky attitude saying it was a fire, and how can we want a refund when it was out of their control, when the reality was the fire alarm was caused by staff negligence, letting a recently operated microwave catch fire and setting the alarm off. She acted so harshly to us despite her knowing full well we were woken by a fire alarm, then made it out like we're asking something ridiculous, leading to my dad storming off and me following before we drove on, we were denied any help, sympathy or options to resolve our issue. So I now have a big problem with Premier's 'good night sleep guaranty' - this was easily the worst night sleep I've ever experienced at a hotel, but we received no recompense even with this very broad policy - we had a terrible night sleep, and only wanted the last night refunded. Either way, had this lady been more understanding or wanted to try help, I'm sure me and dad wouldnt have stormed out feeling dismissed, a little kindness would have gone a long way that day. having worked in retail/hospitality for years, I expect to be treated how I would treat a customer, so without mincing my words this staff member should be fired, she had no respect to us or the hotel she works in - I give props to the other staff knowing this is who they have to work with. Thank you for the first two good night's.

Previous experience at this Premier Inn was very good but not this time. The room access cards failed three times and no apology was made. Also the staff were very slow in responding when the bell was rung at the reception desk. Really unhappy that we were not able to have a table by the breakfast bar which is a necessity for a person of limited mobility. One excuse was that we turned-up less than half an hour before the breakfast closed, the other that all the tables were taken, when we saw one was vacant throughout our breakfast. Once again no apologies were offered - presumably because the staff members didn't believe it was their fault or they were only obeying orders of management.

Always stay here excellent staff especially Tammi happy friendly always accomdating clean great location food is great

Really lovely stay. All the staff are really accommodating. Felt right at home, nice as a solo traveled. Dinner was great and again breakfast was amazing really nice selection.