Manchester Old Trafford hotel

A fabulous stay at this hotel. Room had great views ,excellent bed and air conditioning. Bathroom shower was without doubt the best shower ever! Better than all of that Aimee on reception was the real star of the show. She met us with a smile and was so warm and welcoming. I only hope that Premier recognise they are lucky to have Aimee. She is a true customer service expert and should be rolling out training others within the company. Five star service. Thanks.

We found a live reddish-brown insect crawling on the bedding in room 416, along with multiple dark marks on the sheets. We reported it immediately and were moved to room 504. Unfortunately, the replacement room also had stained bedding, reddish-brown marks and debris on the mattress, while the bathroom had visible grime and residue. Photographs are attached, although I unfortunately cannot attach the video showing the insect crawling across the original bed. I am genuinely shocked by the number of positive reviews. The shift duty manager, Jo Kelly, told us that he could not issue a refund because the general manager was absent. We were offered only a drink and directed to telephone Guest Relations the following day. It was around 7:30pm, and we had driven over 5 hours to Manchester, so this did nothing to resolve our immediate situation as we needed somewhere to stay and couldn't just turn back home. We lost confidence in the cleanliness of the hotel, had to leave, and pay a premium for emergency accommodation elsewhere at very short notice. We were not offered any help or reimbursement for this, despite staff knowing our situation (we had nowhere else to go for the night so we had to emergency book elsewhere). Jo did say that he would exempt my vehicle registration from the parking system, as it would have been completely unreasonable to charge us for the short time we were there under these circumstances. I left my car reg number and my name on a piece of paper. I am now left hoping that a parking notice does not arrive my way, as I am aware its Horizon who owns the car park and not Premier Inn. We also waited approximately 10–15 minutes at the unattended reception desk, repeatedly ringing the bell, before anybody responded to our urgent concern about an insect on the bed. We now have to take precautions with and heat-treat our clothing, pursue our refund ourselves through Guest Relations, and absorb the additional cost and disruption caused by booking another hotel at the last minute. If a parking charge does arrive, I will have to challenge that aswell. And what do we get in return for all this hassle? Paid good money for this room and we can't even get it refunded on the same day of the incident lol. Utter joke. Absolutely shocking room conditions and extremely poor handling of the situation. Plenty of apologies, and very little action. Im not booking a Premier Inn again after this. Enjoy the photos ☺️

Lovely Premier Plus Room! The lady at the front desk was extremely helpful & friendly, like a ray of sunshine! Had a great stay!

I stayed at this Premier Inn from Sunday to Wednesday and paid just under £300. I booked a premium room. I arrived to check in at about 6:00 pm, but there were no staff at the front desk. I checked in via the self-service kiosk, which was easy enough, but as part of the premium room package you get free fast-speed Wi-Fi, so I needed to get the code for this. As there were no staff around, I had to ring the bell at reception and hope somebody would appear. When I pressed the buzzer, somebody eventually came out and seemed pretty annoyed that I had rung it. I eventually managed to get the Wi-Fi code. The lift was broken, so I had to use the stairs to get to my room on the third floor. The room was fine, but there were marks and scuffs all over the walls and bleach stains on the carpet. There was a fridge in the room, but it wasn’t cold. I think if you’re paying extra for a premium room, it should actually feel premium, maybe with better bedding or towels. The air conditioning was much needed. On Monday morning, with a busy day of work ahead, I went down for breakfast at 6:45 am only to be told that the chef had not turned up for work and there was no hot food available. I was told not to worry because I could make myself some toast. I found this really frustrating as I had pre-paid for my meals and didn’t have time to go elsewhere for breakfast. I had food in the restaurant each night, and I am a really fussy eater. I like a plain cheeseburger with no sauce, salad, or coleslaw, just the burger and cheese. This really seemed to confuse the staff, as the order came out wrong and had to be sent back. The staff made it seem like it was my fault, even though I clearly stated and confirmed my order. On the last night, I ordered fish and chips, which was a mistake. It was probably the worst fish I have ever tasted. I stay in Premier Inns a lot for work all around the UK, and this has been one of the worst experiences and poorest levels of service I’ve had. My advice would be not to book the meal deal, as it’s not worth it. The breakfast is really poor quality, even if the chef turns up, and dinner is the same old menu. There are lots of places to eat around the hotel. The only positive is that the location is great.

Stayed in this hotel this week most of the staff were very friendly and helpful apart from the I assume manager called Joe who was veryrude. Customer service was awful. We needed a spare quilt in one of our rooms on the first night as there wasn’t one in the room I one from Joe he was very rude and said they’re fully booked so he can’t help us which is obviously rubbish because I don’t know any other hotel only stocks the exact amount of quilts for the exact amount of beds he just clearly took a disliking to me and my business partners. He refused to serve one of us alcohol on the first night before we’ve even had a drink constantly looking over our shoulders looking foran excuse to kick us out so we will not be staying here again as I said most of the members of staff were very helpful but was particularly rude and had a very snotty attitude.