Nottingham City Centre (Chapel Bar) hotel

I could not agree more with the review by SamBW. This Premier Inn is a disgrace. My room was cancelled this week and I was told to leave by two YOUNG members of staff who said that I was being aggressive!!!!!!!!!!!!!! This was after I was ignored in the reception area for 15 minutes, there was no staff, the booking in machines did not work and they was no reaction to the staff buzzer what you press for attention. I walked into the Bar and Block restaurant to ask for help and you would have thought that I offended them due to the reaction on the guys face. Was I frustrated by the appalling lack of customer service, the ignorance and disrespect shown to me and did I express that directly? Yes I did. Was I aggressive, did I swear at them, was I abusive? No I was not. They had two young ladies who both told me to leave...they told me to leave and said I was not welcome.........!!! I asked to speak to the Manager and do you know what? She would not come down to speak to me and left this decison with these two young ladies who should be nowhere near a customer service environment. - You could not make it up, the Manager did not care either None of these ladies have obviously have not any customer service training, they were rude, disrespectful and ignorant and as i say, they should be nowhere near a customer service environment. This is the first time ever that I have experienced such a lack of disrespect from a hotel and I and my colleagues spend a lot of money in Premier Inns due to business but no more........that's it. I would strongly advise anyone visiting Nottingham which is a great city to keep away from this appalling hotel and find somewhere else which will treat you like a human being. Please give this a wide berth, the Premier Inn brand has been on the decline for many years and it shows in some of the people they employ, they do not care about customer service and nor do some of their managers. I am also still waiting for my reimbursement. Premier Inn - Please do not respond with your pointless "Sorry to hear this" your brand and your comments are irrelevant and you will have no interest in trying to resolve my complaint or discuss this with me in a professional manner

A new or newly refurbished Premier Inn just about hits the mark. The less cared for without recent refurbishment are generally dreadful. Make you feel like you’ve really failed in life to be even book a stay. Condescending staff who don’t give 2 hoots about the guests. It’s a job not a career. Poorly maintained. If the target market is gen and stag weekends then I get it. Why bother investing but jeez, a terribly depressing stay.

I was booked into a Premier Inn Plus room which was on the third floor. It was a cramped room and had not been adequately cleaned. The carpet was badly stained, there was no net curtain at the window and the Internet connection was very poor. Apparently Reception needs to be told before 12md if a guest would like the room cleaned. I was not informed of this at check-in and there wasn’t an information pamphlet in the room. After two nights, I asked to change rooms and was downgraded to a ‘normal’ Premier Inn room. There were two employees sitting at Reception when this was arranged - surely one of them could have offered to help (I am a OAP)? I made four trips single handedly which involved using the grubby lift. The second room was much better, despite there being no fridge or coffee machine in it. I opted to have the room cleaned after spending two nights in it. The bathroom wasn’t touched and the bed was poorly made. The carpet wasn’t vacuumed and one of the bins wasn’t emptied. I’ve frequently stayed in various Premier Inns and never had to complain, so this experience was extremely disappointing.

My experience with this branch of Premier Inn is a mixed one. Not good and not bad. While staff to customer relationship is reliant on the individual, the reception was welcoming however I observed limited attention on customers during check-in time with one staff managing to check-in a que of bookers until another staff rushed in to provide support. It would be more efficient to have self-service check-in open to bookers 10-15 minutes prior to check-in time and adequate staffing during check-in times to minimise delays and fustration. The location of the hotel is strategic for its marketing being at the centre of the city and other toursit attraction sites including transport links. My experience which the hotel would have to look into and address is the allocation of rooms meets the needs of the booker, safety, inspection of cleanliness in particular dusts and that maintenance of corrugated or rusty equipment are attended to. My booking was for an accessible room and the bed provided was well below the height required. Although impossible to meet the needs of everyone's bed size based on height, beds with adjustable height would adequately meet such demands. The hotel provided beddings with stains all over them including the blanket and protective cover while two of the pillows had body odour on them. Windows built to be not open while am air-condition was provided. This set up does not meet the ventilation needs of the bookers and the health implication of such building must be taken into consideration. The room also had two doors: one to gain entry into the building and the other is located in the middle of the room links to another room. I find this arrangement unsafe and such rooms should only be allocated to families or bookers known to one another. An attacker or intruder could have access to my room without my knowledge. It was worrying and a source of concern that the hotel decided to make such a room allocation. I was unsure of the staff being employed by premier inn as the uniform differed from the purple I have known. There were those in blacks and some in white and blacks. Bookers may have unknowingly provided information to anyone without realisation they are not employee of the hotel. There was water left in the kettle and accumulated dirts and dusts on almost every surface including the TV, stool, doors, curtain, walls, stains on walls, chipped wall, rusty soap handler and switch. Doors making noises when shut is another nightmare which needs attention for the comfort of bookers who require a pleasant stay and quiet night. This branch definitely requires thorough inspection of its safety policies and maintenance of infrastructure.

First, the positives- Staff were lovely, friendly receptionists and cleaners and the lady in the breakfast room was great! Breakfast was nice and the restaurant was clean and spacious. Location was perfect for our visit to see the castle, museums, escape rooms and all the touristy things we wanted to do. The air con in our room worked well too. Looking at other reviews we seemed to have got lucky on the room allocation, we had a 3rd floor room, no view but no noise and we had brand new towels (I know because they still had the tags on them!) The issue with this hotel is that is deperately needs updating and a deep clean. Carpets throughout are grubby and sticky with bleach stains everywhere. Our room was dusty, corners and edges of the carpet were thick with dust and the bathroom had black mould under the taps and shampoo dispenser- even the lifts are dirty. No care seemed to be taken with the rooms, beds were not made properly, dirty windows, cobwebs on the ceiling. We have stayed in many Premier Inns accross the UK and this was definitely the scruffiest.