Norwich City Centre (Duke Street) hotel

I urge you to take note of all the reviews about an uncomfortably hot room. Sadly, we didn’t read them first. But they are absolutely true. We arrived late after a long journey and stood for over 30 minutes waiting to check in. The man on reception was it on the phone and seemed to be booking rooms for someone at other hotels for them. So we just stood there.. Eventually, someone appeared and checked us in, but not a good start. We went to our room and upon opening the door, the heat hit us. As noted in other reviews there were two standard fans going full blast. The noise was ridiculous. The room also smelt strongly of cigarette smoke and spicy fried food. Not pleasant. My husband had to go and re park the car so was gone for awhile. Our young daughter fell asleep. When he returned, we were both so exhausted. We thought we were try and get some sleep. This was impossible. With the noise of the fan and them having a little effect other than blowing hot air around the room. It was summer, but it wasn’t a particularly hot day. So that shows you how hot this room gets. In the morning, we open the door and the cool air hit us. It would’ve been much more comfortable temperature wise to sleep in the hallway! We went to reception and spoke to the shift leader. She seemed to brace herself and clearly knew what was coming about the room. She was initially quite defensive as it turned out she was worried we were going to shout at her. We would never do that. When she realised that we were treat her as she should be treated. She was very pleasant and understanding. She empathised with us and confirmed that she knew the room was very hot. She told us that she had been shouted at many times and kept escalating to Premier Inn managers, but nothing ever happened. One man apparently yelled at her to go and buy an A/C unit. I don’t condone any rudeness to any member of staff, but I can see how unbearable the room is. The shift leader advised there was nothing she could do, but told us to claim under the “good sleep guarantee” and we would get a full refund. As we were leaving a couple told us they had had a room with A/C has this had happened before to them. We followed the process to claim under the “Good sleep guarantee”. Because the shift leader had been so reassuring, we were confident we would receive a full refund and an apology. Wrong!!! We received a partial refund because they couldn’t be responsible because of the smell. The main point was the temperature of the room was unbearable therefore we couldn’t sleep which was the whole point of claiming under the “good sleep guarantee” how can you partially refund either? You had a good night sleep or not! We appealed this only to be told basically they stood by their decision. This is disgusting customer service. The correspondence was patronising and clearly they used every loophole to get out of doing the honourable thing. So this“good night guarantee” is a joke. How can you tell customers we understand you “may be disappointed with this outcome” too right! And that you “were sorry about this” well clearly not otherwise the Premier Inn would have done some thinking about it and cared about their customers. Completely disgusted with Premier Inn and will never stay with them again.

Kyra looked after me on my trip and was brilliant, very helpful super friendly and answered all my questions! Thank you will stay again

Booked the Premier Plus room for my birthday. I was allocated an accessible room on level 2. I did not know that I had somehow booked this type of room? Must of overlooked something during the booking process. I didn't want to stay in a room with a low bed. It also had an awful view of the aircon yard area. As soon as we saw the room, we went back to reception and asked for a room change. The girl I spoke to was helpful and polite. Unfortunately, they couldn't allocate another premier plus room. Only a standard. I was told that I wouldn't have aircon or any extras in a std. I felt I had no choice but to accept the std room. No reduction in price was offered either! We were given room number two on the ground floor. Very close to reception. I'd have said it would make a much better room as an accessible room, being on the ground floor? Ideal for getting to the restaurant, etc. No lifts or stairs to worry about? Anyway, our room was basic as can be. It's not the usual standard I have come to expect over the years. 2 pedestal fans are available, so you can dream you are feeling the wind in your hair. On an exotic beach in the Caribbean. It's that hot with no aircon to cool the room! My wife complained when we got in bed that there was no quilt, just a sheet! I found the quilt in a bag under the bed? Lol, I wasn't bothered as it was so hot anyway. Its probably why they don't put the quilts on the bed? We had to close the window, which made the room hotter, as we were right next to the road. It was very noisy from all the vehicles passing. I went to make us a coffee the next morning. I found we had 2 teabags. 2 small sticks of coffee. 2 UHT milks 2 sticks of sugar. That was it. Not very generous. Especially as I paid for a premier plus. The breakfast started off promising. We were greeted and checked in. We were told where everything was. If we wanted porridge or poached egg. I would have to order these to be cooked. The lady said to sit where you like. So we looked and decided to sit on a table near us. Another girl quickly told us we couldn't sit on that table, as it was for wheelchair uses. Lol. Okay, for me to stay in an accessible room, though! Next the food was not great. The service was slow, too. I had to ask when more bacon was coming out as it was all gone? When I did get it. I found it to be of cheap quality. Very salty. The mushrooms were anaemic. The best bit was the hash browns. The coffee machine ran out of milk, and the grounds needed to be emptied too. More waiting. We left disappointed with our breakfast. The location is excellent but lacks parking. We used St Andrews nearby. Cost from 15.30pm to 10.30 am was £18. Shocking, really. We have parked at P-Inn Uxbridge near London for free several times. Overall, my birthday was not as nice as I had hoped. Compared to our stay last year in Lincoln Premier Inn. Also, on my birthday. It was chalk & cheese as they say! I got a free drink in Lincoln, balloons, etc. Very nice room. Staff were lovely. Wish I had gone back to licoln again. Shame! This was our first time at Duke Street. We are local, and we would probably like to use it more regularly, but we were so let down. I'm not sure I will ever go back. Holiday Inn next time for us.

First time at premier inn in a few decades. And it was what I needed, when I needed, at a price I needed. So much so I will be planning another trip next month.

Arrived frazzled & exhausted & found out I had only booked 1 night instead of 2. No probs, Sarah sorted it all, sat us down & made us coffee & rescued the day.