Whitehaven hotel

My partner and I stayed here for night due to visiting family. We live in Scotland - We checked in on Saturday 29th September. We were greeted by a pleasant young lady. She was very helpful and informative Regarding our stay. We were due to attend a family party on the Sunday. Unfortunately my partner became unwell overnight. I spoke to a lovely young man - Bradley. I explained my situation and Bradley allowed my partner to stay in the room longer allowing her to rest and feel better before our journey back to Scotland. Bradley showed kindness and empathy. You have a fantastic team.

Just absolutely awful. Run down, nothing like the photos. Needs knocking down. Stinks.

We booked this as we were picking up our daughter from university the following day. The room was clean but had a very damp, musty smell. Even the open window did not make much difference. On arrival we were told to book our evening meal by 5pm at the adjoined Brewers Fayre or we might not get a place. On entering the Brewers Fayre, you could count on one pair of hands how many people were in! The next morning for breakfast, it was all a bit sad. Hardly anyone there, no pastries, no green tea and a very cold breakfast! Yes I did complain and they offered to get me hot one but my partner and myself knew it would be microwaved so I refused. So we paid £10.99 each for two slices of toast and an orange juice. No offer of refund. As soon as I returned home, I emailed them to complain. I received a reply a week later saying I needed to complain to an actual person on said day. Which I did. I have stayed at premier inn on lots of occasions but this one was the worst by far. To pay £22 for rubbish food is daylight robbery and not to be asked a refund is totally disappointing. They didn’t care and that to me is really bad customer service. Avoid this place at all costs.

The main reason for writing this review is the (apparently) impending close of the Brewers Fayre pub, attached to the hotel and it's effect on the hotel and guests. I emphasise that the hotel side of the establishment is very good, and non of my comments are aimed at that. I say apparent closure of the Brewers Fayre, because no one one publicly knows when it will close and this uncertainty is creating a devaluation of the meals service. At the present the pub is (again) , apparently, been run on absolutely minimal staffing and this impacting on gusts.For example, on the Sunday we were there, crockery and utensils were not being collected and returned to kitchen for washing. This meant that guests could not access the food and drinks.This was effecting guests timing of leaving, as naturally, they had their departure schedules and many were obliged to leave without being able to have the breakfast they had paid for.They , presumably, asked for their money to be refunded. This, effectively, devalues the , normally excellent meal deal. There were also long waits for food. We had an evening meal and the service was very slow and one meal 2as sent back ( sirloin steak and chips) the replacement dish was no better. PI needs to urgently improve the situation and come up with an interim way of working, until a permanent closure and future plan for meals is implemented. I have written to PI about this and awaiting a reply.

Visit to Whitehaven premier inn. I stayed in an accessible room with floor level shower. The room was clean and there was a fan in the room. A member of the reception team kindly escorted my daughter to my room when she had arrived to drop off something for me. Rather than just giving her a room key so she could gain access to the building and my room, they checked that she was who she had said and that I was happy for her to have access to the building. I thought this was very good service and felt safe at the hotel. My daughter was impressed also. At a different location on a previous stay my daughter had been given a door key to my room after asking for it. No checks were made to make sure she was known to me and that I was happy for her to be allowed entry so for the staff at Whitehaven Premier Inn to be so vigilant whilst staying professional, polite and friendly, I was very impressed and made to feel safe during my stay.