Cheltenham North West hotel

Rooms ok but hotel looking a little tired. Bathroom a bit small. It was noisy and you can hear others tv's. The biggest disappointment was the options on the evening meal!! There were 2 curry's a couple of pizzas, infact there was nothing we could/wanted to actually eat!! You lost out on 6 meals on our stay! Don't pay for the meal deal until you check this out. Not the menu on the website. Breakfast cooked to order and continental was ok. Toaster took forever and then not toasted much. Yogurt very sour.

Decided to come out for breakfast with my friend. Was lovely and fresh and got served by the lovely Dawn and annabel. They looked after us and nothing was too much trouble.

Nice room very warm & comfortable bed. Great wet room. Good location. Nice staff. Dawn was very helpful. Was given exactly what I asked for for breakfast & cooked how I asked for. Well done.

Booked a 3 night stay at a late stage and seeing what was available, we selected this Premier Inn as the location was ideal. As we had stayed in Premier Inns in the past we knew what to expect. We were pleasantly suprised as it was more enjoyable than usual mainly due to to friendly and helpful staff, in particular, Dawn who served our breakfast every morning with a cheery smile. Our room was very clean, quiet and our request for extra pillows were provided with a smile. The food was wholesome and good and not too pricey. The only slight drawback was the internet which can be slow at peak times but if it had been essential we would have upgraded to Premium @ £5 per day. Parking and access to main routes was great so all in all a very enjoyable experience.

I reserved a twin accessible room for 24th May at this Hotel. I had a call a female from the Hotel the day before to confirm that my room would not be accessible but would still be a twin room on the ground floor. I accepted this. On the evening of 24th when my son and I went to check in, we were asked to wait by Hassan and then informed there was no room available. The fact I had a reservation meant nothing. We were also told there was no availability in the region in alternative Premier Inns. We ended up having to drive back to Bedfordshire, adding 2.5 hours onto our already tiring day and put me in a dangerous position. So much for the Hotels Duty of Care to their guests. My money was refunded shortly after but my formal complaint was not answered directly by the hotel and my follow up complaint via the website form and email to Guest relations was also ignored. I did make a further call today to Guest Relations and spoke with Shutie but got absolutely no joy in terms of goodwill or compensation. I did request their response in writing and got an email with their stance. The bottom line is that I would no longer recommend using Premier Inns for accommodation as they cannot be relied on to keep your reservation. Furthermore they are in breach of contract and are not adhering to the Consumer Rights Act of 2015 by not providing services with reasonable care and skill. When I reserved the room and received an email confirmation that it was indeed booked, that is legally a contract.