Torquay Harbour hotel

Was not looking forward to stay due to reviews but wasn't as bad as I thought, however... Still only 1 lift working, Hardly any staff, check in started but then the staff member went onto another booking and then went and got a colleague to help her, after about 14mins we eventually got our key card. Room clean but felt unclean. Bathroom, opened door and smelt of urine so sprayed with deodorant. Soap dispensers need replacing and shower dispenser empty. Needs good clean around shower door. Only 1 towel for 2 people and 1 what we had was very thin. Asked housekeeping in the corridor for another towel they just looked at me in disgust,asked me what room number and gave me a towel. Pillows quite thin so got 2 more. Air con working but coolest temp set 21.5 and unable to change it. No food in evening which seems to be a long term thing. Didn't do breakfast. Were in bar from 10.30pm and people still checking in but only 1 person to help. At 11pm there was only 1 staff member a day he arrived and then went off somewhere for over 15mins and there was someone trying to check in as self service wasn't working! OK but wouldn't rush back.

We arrived Friday evening. Went for shower, no soap in bath, only water in the dispenser. Hardly any toilet paper. Saturday morning we tell in reception, and they say they will fill up. I ask for a sheet to sleep with. Saturday we come back in the evening. Things have been filled up - good. I take the sheet for my bed, but see stains on it, and open it completely, to find - maybe an old chewing gum washed into it, disgusting, see pictures. We leave it. On one of the pillowcases we see big stains. Sunday morning I tell in reception. They are very sweet, and the guy, probably manager, tells the girl, to make housekeeping change all our bedding. Sunday we come back, to a room that hasn’t been touched. I go down to reception and talk to Jess, who is really helpful and sweet, she says nothing is stood in system. I tell, that the guy told the girl in the morning, so I’m confused why it hasn’t been done, she apologizes, and gives me a new pillowcase straight away. I tell her we would like new towels for Monday, she writes it in system. She says that they will give us money back from breakfast Monday morning on my card as an apology. Monday afternoon we come back to a room without clean towels!! I catch the cleaner on the floor, and ask if he has been told to give us new towels and he looks at his papers and says no. I get annoyed and say to him, that it seems like no one is speaking together, either system or staff. We are not satisfied with our stay, it’s been nothing but problems, constantly in contact with reception, aswell kitchen, because they weren’t filled up with breakfast. Only elevator was working, so lots of traffic in the one that was working. We got answer from from Premier Inn after our feedback, that nothing would happen, they basically told us we were lying, and didn’t own up to anything, even tho the hotel did with everything we complained about. They said they didn’t have availability to change towels, even tho we asked for the clean before the deadline. Never had such a bad experience with a hotel and the feedback staff afterwards.

I can vouch for the people reviewing this place regarding the poor cleanliness and the rooms not being cleaned when asked. I could go on and on. They use what I can only describe as a piece of paper wrapped in plastic to write down the rooms what need cleaning. Poor staff, ignorant staff. List goes on. Stayed for 5 nights as apart of our wedding anniversary getaway and asked the room to be cleaned multiple times, spoke to 8 staff members in total and was never done. Shows that they clearly haven’t learnt from complaints and it still seems to be an on going issue. This place should be closed down until they can do the basics right. Was told I’d get a full refund, so currently in talks with head office regarding this. Premier inn standards have dropped a lot since Covid. No one cares, the staff didn’t seem to care throughout our stay. It’s almost like they loved the complaints and fed off them. I spoke to the kitchen manager Ben who also works on the front desk….that alone in concerning. Sort it out and give me back my money as promised. Oh and I see the lift is still broken and it’s been 2 and half weeks since we stayed. *** edit *** Took over 3 weeks for them to get back to me, I was the one who had to chase, still haven’t heard back from the hotel directly having called twice and asked for them to email me a conclusion to the everlasting investigation, obviously can’t be bothered abit like the attitude when we stayed, doesn’t surprise me that it goes hand in hand. Don’t ever trust a word they say about getting a refund, I put a lot of evidence forward and I have more but they are refusing the full refund that I was promised and have only refunded my a part of it. Not even half. This hotel shouldn’t be allowed open if they can’t run by the standards of the brand. Avoid at all cost.

We stayed at the Premier Inn Torquay Harbour hotel and had a good experience overall. The hotel itself was modern and clean, with an attentive team and a good breakfast to start the day. The adjacent car park was a real convenience, though the allocated Premier Inn spaces were right at the far end of the car park, which meant a bit of a walk with luggage. A few areas let the place down slightly: the hallway carpets were stained and could do with a deep clean, the soap dispensers looked grimy, and only one of the two lifts was working during our stay. None of these were dealbreakers, but they did stand out in an otherwise well-kept hotel. The location is a real strength - it’s within easy walking distance of Torquay Harbour and all the local amenities, making it a great base for couples, families, or business travellers alike. We’d happily stay again.

I often stay at Premier Inns when travelling. You know what to expect, comfortable room with the option to eat on site if you want. We booked for 3 nights for a break in Torquay. Location is good - just a few minutes walk from Torquay town centre and harbour. Car parking next to the hotel is council owned and charged at £9.90 for 24 hours. There's a reserved area for Premier Inn residents. Room was as expected but due to a staff shortage there was no kitchen in the evening for anyone taking the meal deal - refunds were given. We were told we had to ask and let reception know if we wanted our room cleaned. So I requested our room to be cleaned on our 2nd day to be told it couldn't be guaranteed as they were short of staff. So trying to be helpful I asked at least, could our towels be changed. We went out for the day - got back at 6.00pm to find noone had done anything. I did complain and a young girl came to our room with towels later that night. We stayed Tuesday - Friday our room wasn't checked once - not even to top up tea/coffee or toilet paper! I did feel sorry for the staff who were obviously under pressure but when you pay for a service, you expect to receive it. There are 2 lifts in the building - only one working and when the staff were using it we had to wait ages (my husband is in his 70's so stairs weren't an option as we were on the 4th floor)