Addlestone hotel

Lovely hotel, perfect location for Thorpe Park, me and my partner were visiting from up north for Fright Nights. Staff were very attentive also, Richard was very helpful at check in! Great value for London etc too, train station is very close by.

We stayed in this Premier inn due to wanting a location between Chessington & Thorpe Park Theme Parks (as we were visiting both over two days). This location was perfect, it was equidistant between the two Theme Parks. The hotel was clean, and the staff were friendly. The room we were in could have done with a bit of a refurb, but for the price (which was incredibly reasonable), we can’t complain. We did not go with breakfast at this location, as there was a fantastic Waitrose on-site to grab a pastry (with a Costa nearby also). This is worth staying at if trying to fit in the Theme Parks without travelling.

We had booked this location as it was a 5-minute walk to my Uncles house, where his daughter was getting married. Prior to our arrival, a member of our party rang through to see if we could arrange to have rooms together, so we were not going up and down all through our time there. We had a total of 10 rooms for our family, a further 3 rooms for the bride's dads side and then 5 rooms for friends of the bride and groom. We were told that this is a Premier Inn, you get what you get. Not a very good start to our stay. I requested an iron and ironing board, as I had travelled down from the Midlands and the outfits had become creased. When I phoned down (there was no phone in the room so I was required to ring through to your 0345 number on my mobile), I was told that the receptionist would get to it when she could. I asked approx. how long it would take. She bluntly told me 'I'll get to it when i get to it. I am on my own doing check ins and other stuff'. I stated again that I was due to go out and needed it as soon as possible. She told me that it will be whenever and first of all she would have to go find one before confirming I could have an iron. I got a bit annoyed at her attitude so told her, that's fine, I will go with the wrinkled clothes, but I will need it for tomorrow so please find one and place in the room whilst I am out. This did not happen. One party of our group went out to Tesco and purchased an iron. I asked after breakfast if I could get an iron, and once again I was told I'm not sure we have one. Then was confirmed there isn't any. As he was looking for the iron, another guest from our party came to the lobby and told me they have purchased an iron so just use theirs. I asked for an ironing board, and I was begrudging provided with one. A short while later he did eventually provide an iron. Why would you place only 1 staff member to deal with housekeeping, check in, concierge etc. The rooms were very tight, with little to no storage for a family of 4 staying 3 nights. We requested a room clean, as per the notices around the hotel. 2 guests were told we will only do bins and towels and were categorically told we will not do anything else. Breakfast on our first morning was the other major issue we had. Both my sister (2 guests) and I (4 guests) had pre-booked breakfast for each day with our families when we booked the stay. My brother and sister-in-law (4) joined us last minute on the day. The other rooms were going to meet up on Friday to have breakfast together before attending the wedding ceremony. There was only one staff member who was checking in and seating the breakfast guests as well as refreshing the items. We waited for the juice to be filled up, the milk was running low, some of the pastries were not being refreshed for people to have; we were waiting for the most part. This was fine, as we understood that she was alone and taking care of everything. During our breakfast there were no plates cleared from our table, although other tables were having their plates cleared. At one point she did come over and take a plate only to tell us, 'you separate' and made some sort of gesture. I didn't quite understand what she said and when asked to repeat she huffed and walked away. My sister told me that she thinks the lady wants us to move the table back, as we had joined two table together for our group. I found this strange as I have never had to move things back - which we would have done anyway. At this point I felt it is better to just pack up and leave. Our group was going to go out, so I popped to my room to get my purse, whilst they waited in the lobby area. Whilst i was away, this lady began aggressively gesturing and pointing towards my group. My sister-in-law saw her gesturing towards my sister, she told my sister to turn around (the staff member was in the restaurant), the staff member pointed at her to come back to the restaurant area. My sister complied; upon returning to the area, she demanded my sister move the table back to its original position which was less than a meter away. My sister asked her, did you just make me come back here for this? She said yes, you move back. The lobby was full of not only our wedding guests but also other hotel visitors. My sister felt humiliated and the children in our group were distressed that this woman was being so aggressive, leaving my youngest crying. He had to be bought back to the room by my sister who was also very upset. When I asked what happened, my son said I want to go home, I don't want to stay here. I returned to the restaurant area very upset by this and attempted to approach this staff member; my family told me to step away and to speak to management instead. My sister cancelled the breakfast for the following day and did not extend her stay at the hotel as we had hoped she would. We then also cancelled our breakfast for the following 2 days as my son refused to go back into that area again. I discussed this over the phone with Peter, who was the shift manager. This has been refunded to us. Later in the day our rooms all met in the lobby area to have a drink before we went to the event, we were told we could only sit in a certain area - which was 2 small round tables and 2 sofas. The staff member was rude and made us feel like we were annoying her by asking for drinks - which we were paying for. We ended up leaving and spending our money elsewhere. This weekend was supposed to be an enjoyable celebration for my cousin's wedding. This was a difficult weekend for us, as the bride's mother was not at the wedding, for which we had to ensure she did not feel that absence. We also lost our father last year and it was the first time my brothers, my sister and I had attended an event without him. Emotions were raw and the whole family was feeling the loss; this was made worse by the treatment of their staff. If my uncles house was not literally around the corner, we would have all packed up and left. I have emailed head office and the hotel itself, only to be ignored. I rang through to Guest relations only to be told we cannot offer you anything. I confirmed i didn't want anything but an apology. Apparently Guest relations can't deal with guest's complaints and referred me back to the hotel: the hotel who had not responded to my email or any o the follow up emails I made.

Location was good but the parking is not clear so I would recommend that you speak to the receptionists and reconfirm that. The atmosphere and rooms were good as it was quiet all the way and it is good valley for money

Filipe was so lovely and helpful he made my stay amazing