Burnley hotel

I booked 2 nights in the Premier Inn, Burnley for my sister and I, checking in on Saturday 3rd May and out on the 5th May. We had travelled there from Belfast to attend an event for a cousin who is very unwell. When looking for a hotel for our stay, I was delighted to see that there was a Premier Inn as I have stayed in Premier Inn hotels several times with work and also as in Lenny Henry's ads, his big selling points major on the breakfast. When we arrived and were checking in, I asked a young woman at the desk if breakfast was included as I had looked at my booking to see if it was and to add if it wasn't (without success). She told me that because of renovations there was no kitchen and no breakfast. I was disappointed and asked if there was anywhere nearby to get breakfast. She said no, that the nearest place was in town. We went to the room which was a disappointment as well. It had seen better days. We sorted ourselves out in the room. We had some time to kill before our meet-up so I asked at reception if there was a bar. I was told that there wasn't. I told the young woman, there were three behind the desk, that we were very disappointed and that, while accepting that it wasn't her fault, I intended to complain. She told us that the lack of facilities was mentioned on the website but "in very, very small print". Going without breakfast on a one-night-stay would have been far from ideal but was made much worse whilst staying a second night. I am 70 years old and my sister is 68 Reply in 'photos.'

Absolutely the best place to be staying in the local area, comfiest beds about by far, extremely friendly staff especially Sydney, she is an absolutely amazing member of staff, sets the best example of customer service. Amazing service, extremely friendly. Would highly recommend to anyone. Best place to stay so far.

We weren't told until a couple of days before the day that the restaurant & bar would not be open as reconstruction work was being done. The email then went on to say we could have our dinner in the pub next door (which hadn't been there for a long time?) I then got another email saying 'Ooops sorry our mistake' the restaurant & bar will be open, I phoned the Burnley inn to check and was told I should never have received that email as that was wrong, the restaurant & bar WON'T be open!!! No communication between Head Office and the inn!!! 2 of our party are disabled and had to walk a fair way to get something to eat whilst staying at the inn. Apart from all that the beds were so comfortable.

Like the previous reviewer, Paul C, we arrived mid afternoon to be informed that the restaurant/bar was closed for refurbishment without notification either at booking or prior to our arrival. The day before I received the usual welcome email which included the chance to pre-book meals! Several guests checking in ahead of us were also surprised by and unaware of this situation. The hotel provided a breakfast tray in the reception area of fruit, apples or oranges, and cold croissants, no butter or jam. If you were a late riser it was all gone, hard luck! There was a coffee machine but by the third morning that was broken as well. Previous guests commented on the noisy car park, yes, reversing lorries and in our case, a motor cycle being revved early in the morning. We could also smell cannabis at times. I have made the chain aware of our experience via their contact page and I did receive a reply by phone but the representative did not make it clear that he was calling from Premier Inn, the only word I heard was representative. Maybe this is a new tactic to avoid conflict. I subsequently received an email claiming that we had been informed of the restaurant/bar closure at initial booking, we hadn't. Sorry Premier Inn, this is a lie. Pull your socks up and face the criticism and have the decency to address the problem. On this occasion you have failed, pity because PI are normally our go-to family hotel chain.

Horrible premier Inn. 1. Turned up late evening with kids, to find no facility’s due to refurbishment. 2. Premier Inn didn’t have the decency to tell us. 3. Told by receptionist, nothing they could do when we complained as central booking should have emailed us. 4. No local facilities to get food, as surrounding area is worse than hotel. 5. Room allocated was next to reception, got woke up at 2:30 am by night staff talking loud on phone in a foreign language. 6. Next morning couldn’t leave quick enough, only to find drug paraphernalia left next to our car, well nice for kids to see. 7. Wife contacted premier Inn to inform them and as we didn’t inform the receptionist (see step 3) then there’s nothing they can do. Like most we’ve stopped all over the country in Premier Inns but this was nothing like the usual standard. Don’t waste your money and stay elsewhere.