Newport/Telford hotel

I didn’t actually stay at this hotel, I came in to enquire about a room and unfortunately they were full! However the receptionist on the desk at the time was so helpful, she rang round 3 other hotels and did her absolute best to help me. She was so understanding and polite I cannot praise her enough. Unfortunately I did not catch her name, but it was on a Saturday evening I came in if this helps to recognise who she is.

Overall, my stay at Premier Inn Newport, Telford was excellent. The staff were friendly and the food at the adjoining restaurant was very good. However, I feel it is important to raise a serious concern. During my stay, I overheard a deeply distressing interaction between a guest and a member of staff. The staff member was subjected to shocking verbal abuse, including racist remarks and personal insults. Despite her remaining professional and offering a genuine apology (although I did not hear the full context), the guest continued to verbally attack her, even making derogatory comments about her appearance and weight. The staff member also mentioned she was seven months pregnant, to which the guest responded with further offensive and degrading language. I was appalled to witness this behaviour. Staff work hard to ensure guests have a pleasant experience, and no one should be subjected to that level of abuse in their workplace. Such conduct not only impacts the wellbeing of employees but also affects the atmosphere for other guests. I sincerely hope this incident was dealt with appropriately, and that this is not a regular occurrence at your hotel. If such situations are not addressed properly, it would affect my decision to return in the future. Unfortunately, I did not catch the receptionist’s name, but the incident occurred on Saturday 6th September. I would like to commend her professionalism under such unacceptable circumstances, and I hope Premier Inn supports its staff against this kind of behaviour.

We booked 3 rooms for 3 nights in august 2025 to stay near family for an event. After travelling 200 miles, we checked in and dropped our stuff at the hotel. We got room 107, 101 and 18 so we can understand why reviews vary - room 18 was fine, standard premier inn. The other two were not fit for purpose. We had plans most of the weekend, so we would only really be sleeping at the hotel. First impressions of 107 was a musty smelling tired old room. We opened the windows, dropped our stuff and went out, hoping the airing would help. It did not. We got back mid evening to put our 6 year old to bed and it still stank of stale smoke, like visiting a relative in the 90s who smokes indoors. Usually he struggles to wind down in a premier inn, so we give him a bath. One look at the bath and we decided against the idea - there were over 10 hairs and a tide mark around the bath, as well as built up scum on the shower side. It hadn't been cleaned at all! There were two hairs on the sink and what we worried were skid marks in the toilet but actually turned out to be limescale. It was grim. But it was late and 6 year old desperately needed to get to sleep for the next day's plans, so we got him to sleep and I popped to Lidl over the road for cleaning supplies and spent an hour wiping over the bathroom. The floor was a different colour after - it was filthy, dust grime and hair all around the edges, it looked like it only got a a quick wipe around the middle when being cleaned. Also splatters up the wall near the toilet. Cleaned the rest of the room since I had the supplies, the surfaces came up with thick dust so hadn't been wiped and there were cobwebs in every corner. Not only did we not have time to take this up with staff, or move room, but I'm anxious and hate conflict - I tried messaging premier inn on Facebook but they would only deal with it after we checked out. The result of that was they gave us a £37 refund on our £208 room. Insulting. It really feels like they know the problems in some of the rooms in this hotel and they just let people occupy them anyway. Take the chance that people are too anxious, too busy or just can't be bothered to take it up, since moving rooms is a lot of hassle. My sister's room (101) stunk even heavily of stale smoke, and she was staying in there with 2 children. All their clothes stank and by the second day you could tell where they had been at the family events because the smell lingered!! They ended up checking out a night early and driving home in the evening after a busy day because they couldn't stand to stay in it. They also had food stains on the duvet. Think a lot of the negative reviews ended up on the newport Wales premier inn page, which is where I nearly accidentally posted this, because the comments are very similar!

I had terrible experience . They do not clean rooms and AC does not work. No matter how much you request , they just do not provide good service

Another return visit for us to this Premier Inn. We stay in a few inns over the year, and have to say, the Newport one is up with the best. Very helpful staff, rooms always clean and well presented, and good parking on site. Highly recommended.