Bournemouth Westbourne hotel

This is my complaint that I communicated and I got £33 refunded from a potential £380.00 I am writing to formally raise a complaint regarding a deeply disappointing stay at your Bournemouth Westbourne location under Booking Reference AWA3695289. As a frequent guest of Premier Inn for both business and leisure, I have come to expect a consistent standard of comfort and service. Unfortunately, this experience fell far below expectations and was, without question, the worst I’ve encountered. From the outset, the bar and restaurant area was uncomfortably cold due to excessive air conditioning, which was particularly unpleasant given the heat outside. Members of our group had to wear tracksuits and jumpers just to stay warm indoors. While the barman was courteous and clearly doing his best, he was left to manage multiple roles, taking orders, seating guests, and serving, resulting in a 55-minute wait for food. The rooms were excessively hot, forcing us to keep windows open overnight. This led to a sleepless night due to loud music playing nearby. Our group had to be up at 5 a.m. to catch a ferry, and the lack of rest significantly impacted our journey. To make matters worse, three out of our four rooms had cold showers in the morning, which was unacceptable. I have also taken photographs of various issues including dirt, wall damage, and general poor maintenance, which I have shared below. I rarely submit complaints, but this experience was unacceptable. I am requesting full compensation for our group’s stay, which included four rooms. The discomfort, lack of sleep, poor facilities, and inadequate service were not in line with the standards Premier Inn promotes.

The front of the hotel does not correlate to the photographs online, it’s no longer a cream colour but now an oppressive grey colour but don’t let the outside appearance put you off from staying as the inside has been fully updated and refurbished to a high standard especially the bar and restaurant area with tasteful decor. The car parking is £10 per 24 hours and the customer pays on exit, it can get full up quite early in the day ,as a warning ,and I was told if you leave the car park for a day trip it’s best to pay on exit and the driver may not be guaranteed a car parking space on returning. There’s free parking on Clarendon Road and a few side streets from there, that’s right out of the hotel then turn left at the traffic lights. If you turn right on foot from the hotel there are several shops , a Co-Op with a Costa takeaway coffee machine and a Premier convenience shop for takeaway coffee. There is also a pizza takeaway and a restaurant with a real wood fire to cook the pizza on the same street. In Westbourne ,there are two very good Thai restaurants, Nusara and the White Elephant, and plenty of pubs that offer meals, a steak house, and plenty of Indian restaurants. The food at Nusara was delicious with English waitresses who made me feel very welcome, they have an impressive wine list, and whoever the chef is , they are doing a great job with all the dishes and flavours of the food. It took me 25 minutes to walk to the beach by heading towards the Travelodge then down the slope by the Bournemouth swimming pool and concert venue or down the zig zag path down to the beach with plenty of public toilets and cafes. There is a Harvester restaurant with roof top dining at Alum Chime beach, 25 minutes walking away from the hotel or further afield there’s another Harvester by Boscombe Pier, about a 30 minutes walk. Opposite the Travelodge hotel be sure to dine at the highly recommended Tien Thai restaurant, booking is essential at peak times for Friday and Saturday nights. The Premier Inn evening meal was very good and the breakfast was excellent and regularly topped up. The food was to a very high standard. The room was satisfactory, the air conditioning worked normally and it was very quiet at night. For the open top bus to Swanage via the chain ferry from Sandbanks I recommend getting the number 50 bus from the railway station in Bournemouth and not in Bournemouth town centre as you will never get a seat upstairs to enjoy the views and the downstairs can be full up too. The number 40 bus for a day out in Swanage is not an open top bus but a normal double decker bus that travels via Corfe Castle and Wareham and not via the chain ferry. At Swanage,try the vintage railway journey on a steam train or a classic diesel engine train. For a day out ,the modern buses run regularly to Christchurch, from there you can rent a boat or catch the ferry to Mudeford beach for £10, then for about £3 another ferry to the cafe and restaurant in Mudeford. From Mudeford it’s about a two and half hour walk back to Bournemouth via Hengistbury Head along the beach. The bus to Poole to admire the views of the marina and the big super yachts being constructed at the Sunseeker factory. There’s a big shopping centre in Poole. For an all you can eat set price buffet the Cosmo restaurant in Bournemouth is very popular and excellent value for money to try food from around the world.

We chose this hotel as we had an early morning flight from Bournemouth airport. On arrival the car park was rammed, eventually someone left so we had their spot. I had checked in via the app the day before but the member of staff on receiption said that this hadn't been processed so had to do that again. We dumped our bags & went downstairs for dinner, this was veruy good, the food was lovelky & staff great. On returning to our room it stunk of cigarettes but we had an early start so just went to bed. In the morning the shower was only luke warm. We complained when checking our bu the member of staff just said to email the hotel with the complaint. I did that after regturning from holiday but haven't had a response...

Excellent location very reasonably price comfortable room good service from staff especially Jack the manager Excellent breakfast

The good - The rooms were clean and beds were very comfortable The restaurant staff were very attentative and friendly The air con in one room was great The bad - Only 1 of our 2 rooms were ready at check in. The air conditioning in the other room didnt work very well