Bournemouth Westbourne hotel

I would like to express my sincere appreciation to Mr. Raad Azzam for making my stay such a wonderful and memorable experience. I was especially touched by the thoughtful gesture of upgrading my room to Premier plus room due to a plumbing issue in my original room that was not sorted out due to the weekend. It was such a lovely surprise that made my stay enjoyable. This kind of personal attention truly makes a difference and reflects how much the management values its guests. Additionally, Mr. Raad helped me carry my luggage downstairs when checking out.. Thank you Mr. Raad for all the care shown during my stay. I recommend the hotel to others and look forward to returning again in my next visit to bournemouth. Kind regards Dr. Shahira Abdel Shahid

Dear Premier Inn Head Office, I am writing to make a formal complaint regarding my recent stay at Premier Inn Westbourne on 30 August 2026. I arrived at approximately 2:30pm and, unfortunately, the experience was far below the standard I have come to expect from Premier Inn. Firstly, my check-in experience was disappointing. The gentleman behind the reception desk was very abrupt and did not appear particularly interested in assisting me or providing the level of customer service I would expect from a Premier Inn. Secondly, I had paid for breakfast for one person and was extremely disappointed with the condition and organisation of the restaurant. There were dirty plates, and several breakfast items were not available when we approached the restaurant. Sausages, hash browns and beans were not ready, the toast basket was not topped up, there was no sugar readily available and there were no pancakes. In addition, some of the plates had an unpleasant smell. I appreciate that it was a Bank Holiday Monday and that the hotel was busy. However, this should not result in customers receiving a poor level of service. I was also aware of the hotel's traffic-light system displayed around the hotel indicating busy periods, so I would expect the hotel to plan staffing and food preparation accordingly. I raised my concerns directly with the Hotel Manager and a Senior Manager. Unfortunately, I did not feel that my concerns were properly addressed. Instead, I felt that more effort was being made to defend the hotel and staff, with the explanation that it was a busy Bank Holiday. I found this particularly disappointing as I was hoping for my concerns to be acknowledged and resolved. This experience has left me questioning whether I would book Premier Inn Westbourne again. Premier Inn is normally one of my favourite hotel brands, and I regularly stay at Premier Inn Bournemouth, which is why this experience was particularly disappointing. I have always trusted Premier Inn to provide a reliable, clean and welcoming service, and I did not expect this standard from the brand. I would therefore appreciate it if Head Office could investigate my complaint and provide an appropriate response. Given the issues I experienced with both the check-in service and breakfast, I would also appreciate you considering an appropriate gesture of goodwill. I look forward to hearing from you and hope that my feedback will be taken seriously so that other customers do not have a similar experience.

Good location. Friendly and helpful staff. Comfortable two night stay in a family room. Good base for Swanage, Poole and Hengistbury Head. Meal Deal ... Breakfast and Evening Meal was good value as well as enjoyable. Would stay again. Summer Deal for children's evening meal was a bonus.

The room was very basic, so don’t expect much for £100 a night. Unfortunately, there was leftover food on the carpet, which made it clear the room hadn’t been fully cleaned. To make matters worse, we were woken up by the fire alarm at 5:45am. This left my children scared and crying, and we were unable to get back to sleep afterwards. I complained to the staff at reception, only to be told that the “Good Night Sleep” promise apparently doesn’t cover fire alarms. If the alarm is really that sensitive and can easily be triggered by something as simple as a shower, perhaps guests should be made aware of this. Overall, a very disappointing stay, especially considering the £100 price tag.

We specifically chose this hotel over another, more conveniently located option because it advertised working air conditioning. Unfortunately, it was extremely disappointing to find that, for the second consecutive year, our family room had no working air conditioning and very little ventilation. The same issue occurred in one of our family rooms during our stay at this hotel last year. With four people sharing one room, the lack of air conditioning made the room extremely uncomfortable, particularly given the extreme heatwave we have been experiencing. It was especially frustrating to experience the same issue again after encountering it during our stay last year. I raised the issue with a member of staff who I believe was the manager. Unfortunately, his response felt very dismissive. He commented that hotels experience issues like this at this time of year, rather than offering much help or reassurance. When I asked if we could have a fan, I was told, “When I have time, I’ll bring it up.” A fan was eventually provided, but I felt the situation could have been handled in a much more professional and understanding manner. Although a fan was eventually provided, it was simply not sufficient given the extreme temperatures. The room remained very hot and poorly ventilated, which had a significant impact on our comfort and overall experience. It is particularly disappointing to experience the same issue for a second consecutive year. We chose this hotel specifically because air conditioning was advertised, despite there being another hotel closer to the beach. We would strongly urge the hotel to ensure that the air conditioning advertised is fully operational and that guests' concerns are dealt with promptly, professionally and with greater understanding, particularly during periods of extreme heat.