Oswestry hotel

Great hotel with well priced breakfast and dinners.

Comfortable hotel air conditioning with in room controls . Has a reasonable in house food offering, good breakfast buffet. Edge of town location on an industrial estate. Starbucks and fast food outlet near by

First impressions, very big car park, spacious , clean rooms. The pizza we had for dinner was one of the best any of us have ever had, delicious. Breakfast was ample, one morning there was no fresh coffee as the machine was broken. Positioned well to activities we had planned.

Arrived Thursday 30th July around 3pm. I am a PA for a gentleman with secondary MS,while he can he still wants to do things and enjoy life. We were using the Premier Inn as our base while visiting local castles Powys being one. We booked 2 rooms 2 and 11 at £388 each for 3 nights( that price is without breakfast) room 2 being an accsess room (walk in toilet, wet room with hand/support rails, much needed) On going to room 2 we noticed straight away the bed was very low. My gentleman would struggle getting in and out of bed,which he can still do with much effort. To reach his simmer frame or electric wheel chair. I went back to reception to ask if they had a spare matress we could use,this would higher the bed,they said no, I asked any elephant feet to put under the bed feet to raise the bed. They said no,not aloud to use. They did look for other rooms with a higher bed,but they were either occupied and didnt hv a wet room, or wheel chair access. I said we will just hv the see how we go. 2am in the morning a knock at my door,its the two reception ladies,the gentleman pressed the panic button, he had fallen while trying to get out of bed to go to the loo. He was very distressed and in discomfort. When he falls over he is a dead weight. I asked one of the reception ladies if she would stand behind him so I could bring him up to sitting position. Was told,no not aloud. I said I understand H&S, but Im not asking u to lift just let him rest his back on the front of your legs,told again not aloud. I resigned myself to no help and asked what they suggested, call an ambulance. I felt complete waste of resources, but ok yes, please phone. I told them you wont help and I cant get him up on my own. They phoned an ambulance and the ladies said it would be about 1 hour. I made the gentleman as comfortable as possible, but if you know anyone with MS u get alot of nerve pain. We tried a few times in that one hour to get him off the floor with no success. 1 hour passed I went back to reception to chase the ambulance, the ambulance call desk asked to speak to me. They had been told he had hit his head, they askef when hitting his head is it bleeding hv u stopped the blood.. no I said no head injury. I asked are we now not priority is the ambulance on its way. One had not even been dispatched,they needed to ask other questions,mainly to make sure he had not had a heart attack. Can he lift his arms,no I said hes got MS, can he lift his legs no I said hes got MS. Afer establishing he wasnt dieing she informed us they will let us know when an ambulance was on its way. By this time the gentleman was getting upset after now being on the floor for 1 and half hours. I then had a brain wave, in my room, down the corridor I had a double bed and a single day bed, the gentlemans bed was kingsize,two zipped matresses together. If I got the single from my room, put it under the single on the side he would eventually be able to sleep on,it would elevate to the hight he needed to support his back legs to get him balanced to reach for his zimmer or wheelchair whrn he needs to get out of bed again. By now it is nearly 4 in the morning, gentleman been on the floor 2 hours. I went back to reception, informed the 2 ladies I hv a day bed in my room could the single matress be used to elevate the gentlemans bed to make it higher, they said YES, whoopie, Im getting somewhere. I asked do you hv anyone who could move it,NO, I asked if they could help,NO. So at gone 4 in the morning at 61 yesrs of age I am pushing a single matress down the Premier Inn corridor. After a lot of huffing and puffing and a little swearing. It is in room 2,on the gentlemans bed,now perfect height for when we eventually get him back into bed. The gentleman pleaded we try again, we couldnt wait for the ambulance and was getting no help from the staff. So with determination and no dignity for the gentleman,I got him up to sitting,leaning his back on my lower legs, he could then grab the higher matress,I heaved ho and got his top half on the bed,lifted his legs up and heaved round and with some pushing and more pushing, Yessss at last back in bed. I made him comfortable then went back to reception to get them to phone the ambulance back not needed now. I asked if they could get us a coffer,we were shattered,to be told,coffee in your room,use that. At this stage I told them how I felt, about their lack of empathy and how sometimes you do things that mayb you shouldnt, but you just feel you should help. I told them I work in a GP surgery as a manager and sometimes I hv to do things I shouldnt,but then I feel if its going to make a difference to patient care I will do it. I told them the last few hours hv been horrid,their help would hv made it bearable but nothing. 1 receptionist pipped up I understand I used to be a care home manager, my reaction to that was 'you are joking,so you know how to lift and I wasnt asking you to lift but to just support his back on your lower legs'I did leave reception then with a thank u for nothing. Reason Im writing this epic review is to highlight lack of disabled facilities in this particular premier inn (should hv grab bars on one side of the bed, check where support rails are by the toilet, when using you catch your left elbow/ arm on the toilet roll dispenser) Some staff at this Premier Inn lack empathy, I wont say all because staff in the restaurant are lovely. Particulary one young lady Mackenzie studying to be a paediatric nurse,which I am sure will do really well. And I am also sure if she had been on the night shift reception she would hv helped me,she wouldnt hv just sat back. At breakfast in the morning, both of us feeling like zombies,totally pooped. I relaid the nights events to the manager, he did all the umm, ah,sorry. But didnt come across that he was too concerned. He gave us a free breakfast,wow,how kind. On Monday when I was back in work I rang customer service for premier inn, gave them the bookong reference the gentlemans name because he had booked and paid for both rooms,relaid the story,informed we were really not happy and one free breakfast does not cut it. That the first night virtually no sleep, the other 2 nights were fine but down to me for moving the matress. Customer service said they would contact the gentlemsn because he booked it, but guess what,YEP, they havent, premier inn customer service hv done nothing. Personally he should get 1 night back on each room, as we had very little sleep and a very up setting night. So how fo I rate this premier inn and thier customer service. ZERO

Upon arrival our room smelt of smoke where the previous ignorant customer chose to ignore Premier Inn policy. I immediately went to customer service and requested a room change. The staff were polite and professional and changed our room. The staff are in a tricky position they are expected to deliver Premier Inn standard in a hotel that is in urgent need of a revamp. Bedding, towels didn't smell fresh, pillows were not tagged used ones were stuffed back in there bag, shower not great.... but breakkie was ok. Message to the hieracy put your boots on the ground and support your staff!!!