Southampton (Cumberland Place) hotel

I booked 2 nights at this hotel using my partners privilege card for my daughters 3rd birthday weekend. After our 2 hours of travel arriving at (20:30) myself and my children all 6 and under stood outside for around an hour while staff at the hotel said we were unable to use the card. They insisted on charging us £400 for 2 nights (without breakfast) that should have been £249 (with breakfast). Whilst stood outside waiting for my partner to check in, My daughter (3) had an accident and weed herself, my son (5) is also autistic with GDD even when making the staff aware of this we was still stood waiting. We had to pay £200 for 1 night in order to get a room and sort my daughter out. Upon arrival the hotel reception had around 3 family with multiple people trying to check in. I had already noted there was no staff at the reception helping with this. We was nkt given a room until 21:40 I am absolutely appalled at the lack of empathy shown by the staff along side the lack of training. I will not be visiting again.

I had booked two nights, from 13/08 to 15/08. The first room we were assigned, on the second floor, smelled strongly of cigarette smoke, which caused us to sleep very poorly. I reported this issue immediately on 13/08 at around 6:30 p.m., and again at approximately 8:30 p.m., but unfortunately no action was taken. It was only the following day, 14/08, that we were assigned a new room on the third floor. This room was fresh and free of any unpleasant odors.

Excellent location for town, theatre and railway station. Car parking adjacent but not included. Room and facilities all exactly what you expect from a Premier Inn. Friendly, helpful staff.

Great location in Southampton city centre, with excellent sound-proofing so from the bedrooms you would barely know the city was there! The accessible room I was allocated had a very noisy air vent: when I called to ask to be moved to another room, I was told that the issue had previously been reported, but the room was filled again without any attempt to remedy the issue. I hope this has now been sorted before anyone else has the same problem. I was given a free breakfast as an apology, and it was excellent: a wide range of options, and everything was of good quality and very tasty. The replacement room was much better, although whoever planned the accessible bathrooms should note that having the shower head at right angles to the shower seat makes it very difficult to wash one side of your body without awkward and potentially dangerous twisting. Staff are friendly and very willing to help: thank you all!

Dirty and unhelpful staff. Room smelt of damp and wee. Dirty sheets. Reception said they would give me new ones to change but never recieved so ended up having to use one bed instead of 3