Stoke/Trentham Gardens hotel

About as poor as Customer Service goes. Finally managed to check in after the receptionist could be bothered to serve me. Didn't bother to look at me and preferred to talk to her mate behind reception whilst passing the odd remark such as "Sign this","car reg" etc. My room key was thrown on the desk. I worked out where the lift and room was as she was too busy telling her mate how she had cold legs and continued her conversation. Lots of complaints from people saying it was taking an age to get a drink and most left to go elsewhere. Some days your luck is just plain out - Went to Dinner and got the same person serving me ! Ordered a drink, never arrived, mentioned it three times until it eventually appeared. No food order taken, as waitress was in the Kitchen never to be seen. Eventually appeared and said "Have you been served? Obviously I hadn't. Placed my order. Waited and just been presented with 2 printouts of orders to be asked "which one of these is yours?". Stayed in many many hotels and never been asked that before. Good news as I type ! My drink has just arrived. Wahoo, not so good news it was thrust onto the table without a word being spoken. Can't wait to see firstly if my main course arrives at all and secondly if it does how it will be served, I'm guessing I will have to catch it. Joking aside, this really is a whole new level of abysmal Customer Service. I know Premier Inn are a large organisation and do other struggle for bookings and as such won't care about bad reviews but there will be far greater competition in the future in this price bracket and if Premier Inn think this level of Customer Service is acceptable then just maybe their Customers will have gone elsewhere in the meantime. I would also like to point out that this is the second time I have stayed here and the first time the Customer Service was also poor. It just happened to be the only place available in the vicinity at short notice hence the booking this time. I won't make the mistake a third time. Maybe employing a competent manager who can hire suitable staff is a starting point. Thank you

Charlie, Emily and Jamie, where great hosts, friendly and helpful throught my stay. Answered queries with great knowledge and advice, amazing customer service and with a smile.

Check in was easy, staff helpful. Room was bright, clean and had AC which was great when it was 30 degrees outside. We booked the meal deal, dinner in the restaurant was basic enough. My husband ordered bbq wings, wings came with a pot of sauce, well they were cooked to an inch of their life, terrible. Main course was just ok, best thing of the night was my dessert, because they hadn’t to cook it. Breakfast was very poor, took one look at the hot food and decided not too bother. For a lovely hotel room, they really need to take a serious look at their chef. Hotel 8/10 Food 1/10 Service in restaurant 3/10 to busy talking about their nails and the length of them. Recommend the hotel, but don’t waste your money on the food. Other restaurants on the site, definitely go to them.

We stayed here for an overnight weekend stay after a recommendation from a family member. I’ll be honest, from the outside it doesn’t look that great. But, inside, it is modern and very clean. The room was a very good size with a good sized tv on the wall. (The remote wasn’t the most responsive but worked nonetheless) The bathroom was also a great size with a double shower. The bed was comfortable. We had a lovely view over the bowling green right on the front. The only negative of the room was the water in the tap didn’t taste great in hot drinks, which I know can’t be helped and there wasn’t an option for hot chocolate in the room as someone who doesn’t like tea or coffee it’s always nice to have that as an option. Breakfast was of high quality but again, no option of hot chocolate from the machine. Staff were friendly and helpful and the grounds were very quiet throughout the day and night. Would stay again!

We Stayed for 3 nights in 2 seperate family rooms, as 7 family members in total. The rooms were lovely, clean, spacious, modern and had all the facilities you needed. Plenty of towels. Extra pillows were used for comfort. Even though our rooms were both near the elevators, it was still quiet.... Breakfast was £8.99 really good value. There was a fully cooked English breakfast, bacon, sausage, eggs, mushrooms, tomatoes, hash browns, baked beans, as well as yoghurts, fresh fruit, toast, croissants, cereals, juices, tea and coffee etc... what more can you ask for! brilliant.... Praise should be given to Daniel who was dealing with all the customes at the bar, it was a busy evening and Daniel was very customer focused... we enquired about the cocktails and he knew there were two lots of cocktails not just what was on the main menu!, and he got the book out to show us.... so we could choose which cocktails we wanted... Very polite and friendly. So thankyou Daniel...... Trentham Gardens are full of fauna and wildlife, esp the monkeys, such a treat to visit, beautiful. The shopping area is wonderful, a gift for everyone can be found!! In easy reach of Alton Towers, which always goes down well with the grandchildren, thrill of the rollercoasters, they love. We ate in the restaurant one evening, then frankie and bennys the next and Willow restaurant last.. gorgeous. All in all, a wonderful stay was had by all the family and we definatley will be staying there again and look forward to it. Thankyou Premier Inn and Trentham