Thetford hotel

The positive is that the hotel is spotlessly clean and the rooms are as expected. The negative is that yet again I found the reception staff to be rude and obstructive. I had had a similar experience of rudeness previously, but having made a complaint I tried again thinking they would have dealt with it as promised. That wasn't the case. They overcharged me and insisted that they couldn't do a refund. When I rang central reservations they said that reception staff would and should have processed it. I'm so tired of battling at this horrible hotel. I won't stay there again.

Great location and pub food for a reasonable price. Nice large bed which was very comfy. There was no lift which made carrying cases up and down the stairs quite tricky.

Fantastic service in both hotel and restaurant staff were very friendly and helpful being in a wheelchair nothing was too much for them the only problem is now the premier inn chan is starting to cost too much with the price of rooms hurting the credit card apart from that it was fantastic thank you

I stayed overnight at Premier Inn Thetford and thoroughly enjoyed the stay. The Receptionist was so very friendly and helpful and then, later in the evening we came back to ask if we could still have dinner and the Staff were, again, so helpful and sociable. The dinner and breakfast the following morning were just perfect. The room was clean and very comfortable and had everything I needed. I overlooked the car park but there was no noise. I really enjoyed my stay, all the Staff were just great and I'm glad I stayed there. Bill Heaney

Upon arrival our room was 26.5 degrees celsius, despite having two old noisy fans already running when we entered. By the time we unpacked it was 27 and unbearable. Our two boys, said that they felt they could not sleep in a room this hot or noisy. Andrew, my husband went to reception where he was told, that nothing could be done, all the rooms were like this. At 11.45pm, our eldest who suffers with eczema and asthma woke in tears due to being too hot. He needed his inhaler and I decided to take him downstairs where we sat in the lobby to cool down. This was really distressing and upsetting. There was a different receptionist at this point, who explained the same again, nothing could be done. When we returned to the room, we wandered down the Premier Plus corridor, it felt remarkably cooler. I decided to take the large duvets out of the sheets and this helped. We used cold flannels and all 4 of us laid naked (not ideal), none of really slept. In the morning we spoke with the receptionist about our bad night, she again said nothing more could be done. I questioned why the Premier Plus area seemed cooler and despite her just saying there was no air con in the building, she then went on to say Premier Plus rooms had air con. I asked why we could not have been moved, and she said they weren't for families. We have family in Norfolk and stay regularly with Premier Inn, normally the Norwich West, Showground site and have never experienced anything like this before. We called Premiers guest relations this morning only to be told this was not covered by the 'Good night guarantee'. This is because the room does not include air conditioning, so the temp of the room is not covered in the guarantee. When we booked we had no choice but to book this room as it was the only room offered to families. This is discriminatory and unfair.