Burton On Trent Central hotel

Very poor stay, had booked one night, then needed to extend for a second night. When we checked inn told the way premier inn system worked we had to recheck in the next day for our second night, crazy system. We were asked when we first checked in if we wanted the room cleaned, we said yes. The next day despite asking on 3 separate occasions for our room to be cleaned and twice being given an abrupt response it will be done when we are out of the room( which was nonsense as we had been out most of the day. At one point early afternoon when my wife was in the room on her own , there was a knock on the door then one of the reception staff burst in saying oh sorry forgot you were staying another night, what would have happened if either of us had been in a state of undress or worst . Long and the short of it, room never was cleaned other than another knock on the door and someone handing me a pile of clean towels saying you will need these. So we were left with a pile of dirty towels, room not cleaned or restocked and ran out of toilet paper. Premier inn used to be reasonably priced clean friendly service. Now over priced with substandard service. I for one will definitely be using hotel comparison sites going forward and support smaller independent establishments, in expectation of far better service and probably more cost effective

Check in was easy and the staff were helpful. Good parking I had a room on the third floor. It had no opening windows and the air con unit was really noisy through the night which kept me awake. The room had a very unpleasant fusty unwashed damp clothes smell, which you couldn’t remove as the windows were non opening. Keeping the air con/heating unit on moved the air around but didn’t remove the smell and was really noisy. Overall not a very pleasant stay.

I am a disabled patron. So have a very large room with accessible bathroom was excellent. The staff were quick for service and very engaging.

This review is being left in conjunction with the Warwick Premier Inn, and is being left after an email request from Premier Inn to rate our stay/ experience. We (myself, husband and two children) were due to stay at Burton on Trent, travelling up from Portsmouth to then visit Alton Towers the next day. Unfortunately our car irreparably broke down just outside of Warwick, an hour away from the hotel. After waiting on the breakdown service to come and the time of their arrival being continually pushed back we called Burton on Trent to see if there was anything they could do to help in terms of moving the booking to the Warwick hotel (knowing this may not be the case but worth a call to see). Called twice, having gone through the automated call operator each time, to be left with the phone ringing for around 4 minutes before a message says about the hotel being busy dealing with other guests and to call again later. At this point it was 11pm and we needed to get the children somewhere to sleep. We then decided to try and call the Warwick hotel who did answer but said they couldn’t move the booking (as we expected). We described our situation and asked if there was a family room we could book instead. We were told that all the family rooms “that had been made up for that day” were booked, but we could book 2 double rooms instead but would need an adult and child in each room (after we had explained I would come with the children while my husband waited with the car and were told we couldn’t book just one double room for myself and the children). We asked if there were any family rooms at all but were told none had been “made up” so we couldn’t book them. We have always booked with premiere inn for this trip we do (and have done since 2022, staying at both Burton on Trent and Derby West) so were disappointed to say the very least that on this occasion where we’ve encountered an issue beyond our control, being over two hours away from home and an hour away from our booked hotel, there’s either been no answer from the hotel or a lack of empathy for the situation we found ourselves in. We ended up booking a family room at Holiday Inn Express in Warwick who were nothing but exceptionally helpful and apologetic that we had to wait 5 minutes for the room to be made up as a family room (no bother for us - it was a room!). I fail to understand why Premier Inn couldn’t have offered the same service when we came to you in the first instance (and you already had our money!). Interesting also that I’ve been asked for a review of our stay when we didn’t even check in and stay - which makes me wonder whether Premier Inn are even aware that we didn’t stay or question why (but like I say at this point they had our money for a nights stay and breakfast for us all the following day which we didn’t make use of so it makes no difference to them).

Very poorly staffed in the hotel and restaurant leaving them unable to accommodate and feed the customers. The restaurant outside was like a building site, very poor