Cheltenham North West hotel

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.

We use this hotel on a regular basis, and it's safe to say that over the years the general state of upkeep is pretty grim. Premier inn is our go to chain for regular travel across the country, but this particular hotel falls far short of the standard we have become used to. Mouldy bathrooms, swollen doors that need slamming to shut, net curtains not fit for purpose, holes in curtains, disgusting amounts of dust and debris around the bed. Dirty fittings.. This is NOT a reflection on staff who were friendly and great ambassadors for the brand. I don't know if there are plans to update this hotel but it's in dire need.

Premier Inn has the wrong name for sure, should drop the premier, nothing premier about our stay or rest easy. Excessively hot room with no method of cooling, no cooked breakfast as expected and continental alternative very poor. Couldn't wait to leave!

The hotel is located on the outskirts of town, and both the interior and exterior spaces aren't the cleanest. Furthermore, the advertised and available rooms aren't as pictured on the website. An unsatisfactory experience.

Very Good Value for money. It is A Travel lodge not a hotel but the rooms was very clean , Staff very pleasant and helpful . Was nice to have large range of shops within walking distance ( Lidl Sainsbury etc ) besides the retail park. Car park is monitored by cctv 24/7 adding to the piece of mind.