Norwich City Centre (Duke Street) hotel

Quality ! This is my first visit to Premier Inn we Duke Street, all the staff were very polite and attentive, especially Emily who seated me took my order and my payment. Very friendly and polite as you would hope from Premier Inn, her colleagues who she insisted needed to be included in any review were of a very similar standard, she did give me their names but I seem to have misplaced the card. The food was delicious, I once again had the spring rolls and the ravioli. Parking is at the neighbouring multi story car park. I would be more than happy to stay here again.

Stayed 3 nights in a Premium room. Not worth the extra money. Only 1 towel on arrival. Pods for coffee machine and mineral water not replaced, despite asking in reception. Air conditioning was so weak as to be basically useless. Vanity area lighting was so poor it was unusable. Bathroom ventilation was useless, mirror stayed steamed up for hours.

I have stayed in Premier Inns throughout the UK for the last 30 years. A three-night stay, this time. Very friendly, welcoming and obliging staff, from the moment I arrived (apart from one person at the only breakfast I had, who was abrupt when I asked where the juices were, and looked grumpy the entire time I was in the restaurant). The bedroom and bathroom were as expected: clean, the bed comfortable. Kettle, TV and remote, and lighting all working. Tea/coffee supplies fully stocked (unlimited extras are available 24/7 from reception). The extractor fan in the bathroom wasn't working, but, on reporting it to the night receptionist, investigation showed that it had been switched off (I wasn't aware that a switch almost at ceiling height outside the bathroom controlled the fan). Flicking the switch soon solved the problem. I slept well, every night: it was very quiet, and the ambient temperature in the room was just right. I can't give an "Excellent" rating overall, because some of the furnishings and fittings are looking shabby: torn seat covers in the foyer and restaurant, and a split in the lining of the shade on one of my bedside lamps (only obvious when it's lit) suggest that maintenance has been cut back. Also, the quality of the food in the evenings throughout the chain has deteriorated greatly over the last few years. One has to be very selective, when ordering! On this occasion, I had a steak (which was excellent) knowing it had to be cooked on the premises. Many of the other dishes on offer at dinner are bought in, are mediocre at best and are quite tasteless. Some border on inedible. Desserts (apart from the fruit salad) are oversweet and quite synthetic, being made from ultra-processed ingredients, rather than real dairy products, etc. Breakfast was OK, with tasty, well-browned sausages and extremely fresh fried eggs. The black pudding was dry, and had an odd aftertaste. I didn't have bacon, although it looked good. The mushrooms, grilled tomatoes and hash browns lacked flavour. I enjoyed the granola, with fruit salad, mixed berries and thick, plain yoghurt, and, once I found it, a glass of orange juice. Not enough wrong to put me off my next Premier Inn stay - I shall be back!

From the moment we checked in nothing was too much trouble, lovely and polite staff, and made to feel very welcome, every need was catered too, we will be back (big shout out to Angel (name snap!) and Susana who made it amazing!

This is our second stay at the hotel. Staff are lovely and friendly. However we had two issues on this stay. The first is the room smelled strongly of smoke. We were in a rush when we arrived, so reported it later that evening and they apologised. We also requested late checkout, explaining mornings are difficult due one of us being disabled which was granted. The last time we stayed and had late checkout, housekeeping let themselves into the room with me sleeping in bed so this time I put up the do not disturb sign but housekeeping still hammered on the door. I was told at reception to complain to head office, and had the most dismissive and rude response. First we were told we'd been offered a new room and refused - which was absolutely not true. Secondly we were told housekeeping always knock on the door even with late checkout/do not disturb on the door. I have never had that experience in another hotel. We responded to say we absolutely had not been offered a new room, and they replied saying the hotel says we were. All we were looking for was an apology - instead we have been accused of lying. Otherwise it's a good hotel and in a great location for the theatre, but now we will look elsewhere to stay based on the very poor customer service we experienced.