Douglas (Isle of Man) hotel

I have stayed in many Premier Inns, but the Douglas (Isle of Man) branch has completely tarnished the brand for me. What should have been a relaxing final holiday turned into a nightmare that left me literally shaking with anger. The Management and Staff Culture Service here is transactional at best and hostile at worst. Upon arrival, we were ignored for 10 minutes by the Assistant Manager, Gemma, who didn't offer a single apology for the wait. Later, when I tried to address issues with the General Manager, John, I was treated like a "naughty child." He refused to speak to me unless I sat down in a patronising manner. Worse still is the culture of dishonesty. Several staff members (Paul and Nathan) corroborated a lie that I had refused to give my name, which never happened. To find out management is backing false statements about guests is terrifying. The hotel’s faulty equipment has cost me significant money. An in-room coffee machine leaked overnight, destroying a textbook and causing terminal water damage to my Nintendo Switch Joy-Cons. The General Manager dismissed this damage because he couldn't "see" the internal oxidation of the electronics on the spot. Do not waste £10.99 on the breakfast. On multiple days there was no orange or apple juice and no eggs. The beans were crusty and dry, and the salt shakers were filthy. When we pointed out the coffee machine was broken on the final day, a staff member (Tracy) became aggressive and refused a refund despite us not having even sat down to eat yet. As a final note, the CCTV monitor at reception is positioned so that the screen is clearly visible to customers, which feels like a significant privacy and security lapse. The only saving grace was a staff member named Millie, who was genuinely helpful. However, one person cannot save a hotel run with such a lack of integrity. I will be making alternative arrangements in future. Stay elsewhere.

I’m always blown away by the customer service here. Thank you to all the staff who really make a buffet breakfast enjoyable. The food is always prepared and presented well!

The customer service is exceptional here, the staff go out of their way to help you and the breakfast is always presented really well. It’s a lovely place in the morning to connect with family and friends over a buffet breakfast. My kids love it too!

Great rate and location for exploring Douglas and the IOM. We stayed here just briefly one night only, but perhaps should have been more. Best location you could ask for. incredibly enthusiastic staff including one young man who works front desk, almost too excited to tell you all about his incredible island home. Skip breakfasts and note that with M&S across the road, they have cheaper, affordable breakfast and lunch options right there...sit on a bench on the prom and watch the tide come and go

My partner and I stayed in the Premier Inn in the Isle of Man. We were greeted by Thomas at reception who was extremely kind, professional and made us feel very welcome. Our room was spotless, comfortable and had everything you would want for a hotel stay. Next day at breakfast we met Joanne from reception and Milly who once again could not do enough to make our stay stress free and relaxing. They were so so kind and helpful, just genuinely good, professional people. We had a lovely time and would recommend anyone to stay at this hotel. Great staff, bedrooms, facilities and location but it was Thomas, Joanne and Milly that made our stay all that more special with their genuine kindness. They are a credit to the team 👏 ❤. We will definitely be back. Kelly & Pedro