Plymouth City Centre (Sutton Harbour) hotel

This should be the Starship of all Premier Inns. The service, the staff and the facilities are top notch. Location is super, atmosphere is great, nothing is too much trouble for any of the team. "Oli" is a star and great asset - he has helped emensly on many a stay- even when the lift was not working he would use his muscles to take the heavy large cases up 3 floors and his stamina would remain the same to whatever he is asked to be tasked. What an asset. This time Max (a million) very curteous and genuine to help and Imon even when no booking in the restaurant would show curteousness and professionalism and welcoming enough to make a table ready for the guests as soon as possible. Also not to forget the Head of all Sofia, she shows a head for business charisma with professionalism and friendliness, as I have seen her in a few of the branches under her jurisdiction and she is amazing. Well done Premier Inn team Sutton Harbour - terrific assets. And there is a lovely member in Plymouth East who works extremely very well, friendly and professional, nothing is too much trouble even though she does have a disability, whilst behind the counter noone would ever know. Hats off to her.

Imon was very good 😊 smiling as soon as I walked in very happy to help when I came down to the restaurant . Nothing was to much trouble for him great asset to the team I would Big thanks to IMON and his big smile

The room was very clean and comfortable. The staff all very friendly and helpful and the full cooked breakfast was delicious. All freshly prepared, good and hot. A lovely place to stay, with only a short walk to the harbour and town. Would definitely recommend and would stay again.

Very friendly & helpful staff. Clean rooms & communal space. Good selecion of breakfast items. Good price & location to town centre. Helpfull & friendly late night staff

DISAPPOINTING STAY AT PREMIER INN SUTTON HARBOUR, PLYMOUTH I recently stayed at Premier Inn Sutton Harbour for six nights on a business trip, spending over £700. Unfortunately, the overall experience fell well below the standard I would reasonably expect from Premier Inn. I want to start by acknowledging that the majority of staff I encountered were friendly and pleasant. However, friendliness alone does not make up for poor communication, inconsistent information and a lack of basic service. I originally booked five nights and subsequently extended my stay by one additional night. I was then informed by one member of staff that I would have to move rooms because the room I was occupying had already been booked. This was presented as though there was no alternative. After speaking to a very helpful young gentleman, the situation was resolved without me having to move rooms at all. I appreciate his help, but it raises the question of why this couldn't have been dealt with properly in the first place. The impression I was left with was that the original member of staff simply wasn't interested in finding a solution. The car parking arrangements were particularly frustrating and, frankly, far from satisfactory. I received conflicting information from different members of staff, with some telling me that the parking had been paid for and others insisting that it hadn't. On one occasion, a member of staff, Imman, became quite vocal when assuring me that he could guarantee the parking was sorted. I asked for an invoice to confirm this, but the invoice he printed showed no parking payment whatsoever. That simply wasn't good enough. If a member of staff is going to guarantee that something has been paid for, I would expect them to be able to provide evidence to support that statement. A £60 credit was subsequently added to my account to cover the additional parking charge. However, even this has become a source of confusion, with some members of staff claiming they can see the credit on the system and others saying they cannot. When I checked out early, another gentleman with longer hair genuinely tried his best to help. He consulted with his manager, and together they assured me that the parking had been sorted, that it was showing on the system and that I would not receive any parking fines. I appreciated their efforts and reassurance. However, despite these assurances, they were unable to provide any documentary evidence confirming the arrangement. This leaves me with a very reasonable question: where exactly has the £60 credit gone, and can Premier Inn actually confirm that the parking matter has been settled? I should not have to leave a hotel with uncertainty over whether I will subsequently receive a parking fine or whether the credit applied to my account has disappeared. Housekeeping was another major disappointment. I asked on three separate occasions for my room to be refreshed, yet absolutely nothing was done. The room was not touched, the bin wasn't even emptied and no housekeeping took place. Having to repeatedly request something as basic as this during a six-night stay is simply unacceptable. When spending over £700 for six nights, I don't think it is unreasonable to expect a properly serviced room, accurate information and staff who are able to resolve straightforward issues professionally. I want to be fair and acknowledge the staff who genuinely tried to help, particularly the young gentleman who resolved the room issue and the gentleman with longer hair who made a real effort to sort out the parking situation. Unfortunately, their efforts do not excuse the overall shortcomings in service and communication. Premier Inn is an established hotel brand, and I expect a certain standard of service regardless of which location I stay at. Unfortunately, Sutton Harbour failed to deliver that standard on this occasion. I hope management takes this feedback seriously. I would like a clear explanation of what happened to the £60 credit, written confirmation that the parking has been settled and assurance that no parking penalty will be issued. Overall, a very disappointing experience. Customers spending over £700 for a six-night stay should not have to chase basic housekeeping, receive conflicting information from staff or leave wondering whether they are going to receive a parking fine. I would think very carefully before booking this hotel again.