Stoke/Trentham Gardens hotel

Lovely hotel with usual premier Inn standard, clean, excellent staff, good food etc. the disappointing thing is location, the hotel backs onto a very busy dual carriage way. As a result the traffic noise is very loud. Adding to this being a problem there is no air conditioning so our room was a pleasant 22 degrees which over time becomes quite stiffling. In summary you have a 50/50 chance of being on the wing side of the hotel although I haven't been on the other side yet but it must be quieter than this.

Booked through website. Reasonable price. This hotel is set by the wonderful Trentham gardens and on the site of restaurants and designer shops so a lovely ‘holiday’ type/ special atmosphere around. Check in easy with Kirsty to help/made sure my room was near to my 88 yr old father who needed an accessible room (this included a lower bed/ alarm button by bed/ walk in shower with seat etc). Had the meal deal so 2 courses and a drink for £16 as we had booked breakfast. Food enjoyable with good choices ( think the Thai curry could have had more to it Eg a Naan/chutney as looked a bit sparse compared with other meals). Rooms very clean and larger than I was expecting. Bed very comfortable and choice of harder or softer pillows. Curtains shut out light effectively. We all slept very well, Breakfast good choice/ enjoyable. Member of staff who stood out is Kirsty - very good manner, explained options with food very clearly and went out of her way to meet our needs. My daughter had difficulty using the normal Internet ( can pay for better apparently- we didn’t as only there one night) All in all if we are visiting this area again we will be coming back to stay here again.

Out of all the Premier Inn’s me and my family have been to, this one has by far been the best. Disclaimer : bear in mind I am 10 years old. I am absolutely amazed at how beautiful this hotel is located and the staff are kind. Upon arrival, I felt a bit sick as I hadn’t eaten anything for lunch, my mum asked a lady called Leanne for a plain biscuit to make me feel a bit better, Leanne was so understanding and kind and gave a few biscuits, now I’m not saying I like Leanne because of the biscuits but because she was so kind and lovely and had a smile on her face. Just the attitude to have. My favourite restaurant is premier inns own one,Thyme. This particular thyme was great, the food tasted DELICIOUS! I ordered a grilled chicken burger , beans and salad and the burger was by far, best burger I have ever had. Breakfast was nice aswell. The rooms are beautiful, clean and welcoming. My room had a purple light feature in the bathroom which was great for calming baths etc. I loved the LED light in the actual room. Overall, I would definitely return, but not very likely as I live in Kent, 4 hours away from this hotel. Note: manager, please give Leanne a mention as she is so wonderful and the nicest staff member I encountered. Please make her aware she is a STAR!!!

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.