Bury St Edmunds Town Centre hotel

Our stay at Premier Inn Bury St Edmunds Town Centre was an absolutely dreadful experience. Quite frankly, the condition of the room was unacceptable, and we would not want to stay here again. The room was dirty, the bathroom smelled strongly of urine, and the beds had hair and stains on them. To make matters worse, the entire room had a horrible damp smell, almost like a wet carpet that had been left to fester. It was unpleasant from the moment we walked in. As if that wasn’t bad enough, there was no hot water. After a night in such an unpleasant room, not even being able to have a proper hot shower was the final straw. We were also unable to open the window to get some fresh air, which made the horrible damp smell even more unbearable. Between the poor hygiene, the unpleasant odours, the lack of hot water and the uncomfortable environment, we had the worst night’s sleep ever. A hotel room should be clean, fresh-smelling and comfortable, with functioning basic facilities. These are the bare minimum expectations when paying for accommodation, not luxuries. Unfortunately, this room failed on every count. The rooms urgently need to be inspected, and management needs to address the cleaning standards, damp smell and hot water problems immediately. Guests should not be expected to pay for accommodation in these conditions. It was only one night, but it was one night of absolute hell. We paid for a hotel room, not a dirty, damp-smelling room with stained bedding, a bathroom smelling of urine and no hot water. We expect much better from Premier Inn. This experience was thoroughly disappointing, and we hope management takes this complaint seriously and makes the necessary changes. We would not recommend this hotel based on our experience. Absolutely unacceptable.

Wonderful welcome from Jenny who was delightful and helpful. I was tired from a long journey and nothing was too much trouble.

I was having difficulty with the booking ,the hotel manager Jenny was very sympathetic to my issues and in helping me ,pointed me in the right direction .I would definitely come again to this hotel and was impressed By the hotel managers assistance she went above and beyond

Kept awake by heavy foot steps from the room directly above me between hours of 2 and 4am. Nobody at 24 hr reception, despite ringing buzzer three times. Eventually found member of staff sitting in the restaurant area. He did a Corridor check and said no noise issue. I explained that as the noise was coming from the room directly above me, he would not have heard it from the corridor. He offered no further help. I requested a refund as per Premier Inns Good Night's Sleep Guarantee which was rejected, as in their opinion there was no noise issue.The complaints procedure and Guarantee are worthless. I had started work at 7am that morning and had a 5 and a half hour drive to get to Bury St Edmunds for a family get together that evening, which was considerably ruined by the lack of sleep, and the attitude pf Premier Inns and their staff.

Premier inns do budget hotels perfectly. They know what the important things are: comfortable beds, a good shower; plenty of hot water and a room thermostat that works and that you can understand. The staff are for the most part very friendly and helpful. Tina, the lady on reception when we arrived, was an absolute star!