Bury St Edmunds Town Centre hotel

Upon checking in, the reception staff did not appear to have a clear understanding of my meal deal booking. Initially, I was told it had not been authorised before they later confirmed that I did in fact have the meal deal included as part of my stay. I also encountered confusion regarding parking, as I was asked to pay for parking before staff eventually realised it had already been paid for as part of my booking. The first evening, I went to the restaurant and was given the meal deal menu and had the meal deal explained to me. After finishing my meal, I thanked the staff and left the restaurant. However, I was then chased outside by a member of staff shouting, "Excuse me, hello, have you got a meal deal?" even though the restaurant had already confirmed I was on a meal deal when I arrived. I found this quite embarrassing and unnecessary as the hotel was full of other guests. The second evening passed without any issues. Unfortunately, on the third evening, I was seated at a table and told by a server that she would return shortly to take my order and offer drinks. I then sat waiting for approximately 30 minutes without anyone returning. During that time, another couple were seated around 15 minutes after me and had their order taken before any member of staff came back to me. As a result, I raised a complaint and chose to dine elsewhere that evening, as I felt I had been completely ignored. Following this experience, I did not eat in the restaurant again for the remainder of my stay. Overall, the repeated issues left me feeling embarrassed, frustrated, and disappointed with the level of service I received. The manager did apologise to me the following day when I went to collect fresh towels and mentioned that she would look at compensating me. However, I was unsure how this would work given that my accommodation and meal deal had already been paid for. Although the meal deal package was paid for, I only had two meals during my stay and felt too embarrassed and uncomfortable to return to the restaurant after my experience. The service and overall customer experience was well below the standard I and anyone would expect.

Room had a weird smell to it , the shower had a hole on top of the shower head so the water went over the shower screen and wet the lamp and flooded the floor

Great location, not far from the Abbey Gardens and Cathedral. Clean and quiet room. Price not bad. And Grace who was at reception was very pleasant and helpful.

Great stay for almost 2 weeks. Trying to get relocated so extend my stay multipletimes. All the staff are awesome and really helpful as I continually made changes to check in and out. Julie stepped in and help make things work, can't say enough good things

I had a great experience at Premier Inn, and I want to give a special thank you to Julie for her outstanding customer service. She was friendly, welcoming, and went above and beyond to make sure everything was taken care of. Her professionalism and positive attitude really stood out and made my stay even more enjoyable. It’s always appreciated when staff genuinely care about their guests. Thank you, Julie, for the excellent service!