Torquay Harbour hotel

Lack of staff caused really poor customer service for many guests who complaining to one another during breakfast. Tables were left full of dirty plates and uneaten food, which was very unappealing, food items constantly ran out and there were constant big queues for the hot food. The family bedroom wasn’t as advertised and much smaller. One of the beds wasn’t squashed into the corner leaving very little room. I recommend that you don’t pay the early check in fee as the rooms weren’t ready for anyone and is a waste of money. We had to wait 90 mins for our early Check in and another lady had to wait 4 hours. In summary the hotel is really understaffed which creates pressure on the ones that are available but these are constantly dealing with complaints. If the staffing was sorted it would be a much better experience.

We stay in a lot of Premier Inns and this is by far the worst! Upon arrival, 3 and a half hours after check in opened, the automatic terminals were telling us our room wasn't ready. I queued at reception and when the system was manually updated, it was, but not a great start. Apparently a housekeeper had to go home, which happens, but as they can start cleaning every vacant room at 12 at the latest, you'd think it would be ready by 6.30pm! Do they not have any staff flex to allow for absence? Breakfast was a shambles every day of our 5 day stay! At best, there were queues for the cooked to be replenished, with limited pastries, most of which had run out. The hotel advertises pancakes, our little boy's favourite-he didn't see a single one! At worst, they were dishing out refunds, including to us, as they had no cooked at all! Similarly, we tried to use the restaurant three times. Twice it was completely shut. On one occasion, this caused quite an issue as everything around the harbour was full so we had to drive to get an evening meal. The only occasion the restaurant was open, the one member of staff who seemed to be working said she had as many people as she "could cope with!" It was about a quarter full! Not her fault, but they need to sort the staffing out! We asked for our room to be cleaned one day out of the five, which it was, unlike some other people on our corridor. However, they only did half a job, ignoring the bath and taking away 4 dirty towels and replacing them with 2 and removing our dirty tea cups and spoons and not replacing them at all! You also have to pay over £9 per night parking on arrival so factor that into the cost. The room was at least comfortable and quiet, despite overlooking the car park. The evening we had to hunt for a meal, we ended up at a pub attached to another local Premier Inn. As soon as we told our tale, they knew exactly where we were staying, so it's obviously become notorious. We heard lots of other families complaining to either the hotel or saying they would do to the company so ours wasn't an isolated experience.

Lovely new hotel, the premier room plus was worth paying the extra for, little touches like a nespresso machine and chocolates were appreciated. However the booking in process was poor, we arrived at 3.30pm and our room wasn’t ready until 6pm. I understand 3 housekeeping staff had called in sick and reception was chaos. Also in the day we checked out the housekeeper just walked in without knocking whilst I was getting dressed. She apologised but staff should know the basics on privacy. The other improvement would be to create disabled parking spaces where the Loading lay by is. The disabled spaces in the premier inn are too far away from the hotel when you have limited mobility.

Arrived at the hotel in the evening bar and kitchen was closed due to technical issues. I informed them that an email would of been helpful as we are travelling with young children. In the rooms only two cups and two towels we booked for a family of four. Couldn't charge tablets or Nintendo they stated their wifi hasnt got the right speed to charge them. Informed them that they should included this in the description. Aircon didnt work (yesterday was very hot day, a family of 4 in one room,) informed reception I was told the manager was making beds for people that was arriving it was 8pm and that he will come to look at it. It is 10.41am and I am still awaiting for the manager to come

Premier Inn Torquay Harbour. The first time we stayed at this hotel was in 2025, we encountered no major issues other than the hotel car park lift not working at the time so had to do a long walk round with all the suitcases at check in and check out which was a bit extreme and proved to be difficult in warm weather. This time; the check in was very swift, self serve kiosk in the reception area, instructions on the kiosk that assisted with this process and a lot easier than waiting at a desk while others are checked in or checked out by staff members. Did not see any staff members during check in, so could be slightly lacking of welcoming. We got to our room (family room) 1 double bed and 2 kid single beds. Room very small, and beds cramped together with little space to get in between each bed, rooms could do with being a bit bigger if they’re gonna be advertised as a family room for 4 people. There was a small amount of toilet tissue in the toilet tissue dispenser to say the room had just been cleaned ahead of our arrival. I had to go and ask for some more from the housekeeper. The housekeeper came across as very unfriendly and slightly miserable unfortunately. The mattress on the other hand was very comfy, and we had a great quiet nights sleep, no banging of any doors or noise heard overnight. Curtains nice and black out which is good also. Car park - the lift worked this time, however there are a group of homeless people taking up camp at the bottom of the lift area. There was a strong smell of urine, general uncleanliness and cigarette smoke filling the area. This is unpleasant for guests when first arriving and then having to use this lift to access car etc. I paid for parking in the Torbay council side of the upper floor car park that was closer to the lift (£11 for 24hours) so slightly more than the Premier Inn car park but lot closer to the hotel. The Premier Inn car park is ridiculously far and I think it’s ludicrous hotel guests are being asked to park that far away from the main hotel. The restaurant was unfortunately closed on the first evening and also in the morning for hot buffet breakfast. I asked staff why and they said that the chef had not shown up. Complete and utter let down, so poor. The restaurant only offered continental breakfast for £8.50 per person so I ended up going to a lovely nearby sandwich shop called FOOD opposite the Co-Op and got 3 hot bacon sandwiches for £9.80, would recommend this place to anyone. I would not stay at this hotel again unless improvements have been made re the above.