Birmingham City Centre (Exchange Square) hotel

Usual Premier Inn experience, super clean and spacious for a family of four. Breakfast was great, lovely restaurant decor. Absolutely no view but didn't bother us as we stayed one night.

This review primarily focuses on the staff, location and amenities at Premier Inn Birmingham City Centre (Exchange Square). I have raised the other issues regarding our stay directly with Guest Relations, and the outcome of that complaint will be reflected in a later update. The hotel is in a convenient and fairly pleasant part of the city centre. It is within easy reach of the Bullring and other central Birmingham attractions, without feeling too far away from anything. There is a restaurant attached to the hotel, while Greggs, the Co-op and Londis are all just around the corner, which is particularly convenient for drinks, snacks and anything you may have forgotten. The Premier Plus rooms also offer some worthwhile extras, including a coffee machine, kettle, coffee pods, tea bags, milk and two bottles of water in the fridge. Some of these items were missing from my room, but a member of the reception team personally delivered them to us. That was a genuinely thoughtful touch and another example of the helpful service we received from the team. Unfortunately, my interaction with Charlotte Prince fell below the standard of customer service I would expect. I found her manner quite dismissive and condescending, which made an already difficult situation more frustrating. I hope she takes this feedback on board and considers how her approach and communication may come across to guests, as I would be reluctant to deal with her again based on this experience. On the other hand, when we returned later, we had the pleasure of dealing with Will, Sally and Nabs. They clearly work very well together and significantly improved our overall impression of the hotel. Will, in particular, went above and beyond to help resolve the issues we were experiencing, for which I am genuinely appreciative. He handled everything with professionalism, confidence and more than a little charm, making a stressful situation much easier—and the interaction particularly memorable. Unfortunately, he was not on shift when we checked out, which was genuinely disappointing. If he sees this: hi Will, it was an absolute pleasure meeting you, and I certainly wouldn’t complain about crossing paths again. Thank you! Nabs was also brilliant throughout. He was consistently polite, approachable and helpful, particularly when sorting out our key cards and arranging for the room to be restocked. Nothing seemed like too much trouble, and his friendly manner made us feel listened to and properly looked after. His assistance was genuinely appreciated. Sally and Latia were equally friendly, professional and helpful, and their positive attitudes contributed to making the remainder of our stay much less stressful. Will, Nabs, Sally and Latia are a genuine credit to the Premier Inn brand, and I trust they will all go far in their development. Will, particularly, appears very well suited to a future management role because of the calm, confident and effective way he deals with problems as they arise. Overall, the hotel is reasonably priced for a city-centre location, particularly considering the convenient setting and the additional amenities offered with a Premier Plus room. Despite the other issues being handled separately by Guest Relations, the positive members of staff mentioned above made a significant difference to our stay. Once again, thank you to everyone mentioned who helped make a stressful stay considerably better.

There comes a time when you encounter such brilliant customer service that you are absolutely compelled to write a review. Greeted with the the biggest smile and jolly disposition after a lengthy hectic journey from London, I arrived at The Premier Inn, Birmingham Exchange, on the desk sat Premier inn’s most premier member of staff, his name is Nabs. This young man clearly loves his work and working with the public. In a world where everyone is knackered and short of smiles, he greeted my friend and I (there for work) and did the most amazing thing that anyone could ask for…he upgraded me to a premier plus room. Nothing was too out of reach for Nabs. Help with directions, extra towels bottles of water, all the luxuries that the premier inn can give you. He made it happen and always smiling, treating me and all the customers with kindness and incredible patience. I might just say the breakfast is excellent too (thank you Nabs) and all the staff are top quality (apart from a few surley folks) Chevaughan, on the night desk, included. Nabs and Chevaughan are rare in the world of customer service these days, young people with their eye on the ball (honestly saw Nabs smiling whilst hearding a party of thirty plus people on a Saturday evening with little to no effort) One day this man should be a manager and if you are listening…Premier Inn Birmingham Exchange, you should promote this young man because he could teach a few others around him a thing or too. But Nabs’s Customer service was out of this world with his humour, banter and warm professionalism , just a beam of sunshine. Other customers commented on his disposition at the time also. I honestly wouldn’t have made it through a very tough five days of hard work, coming back the hotel to be greeted in such a way made me feel at home and so welcome. So if you stay at a Premier Inn and it’s in Birmingham, I hope you meet the Basketball playing top premier Inn member of staff who name is Nabs. Thank you Nabs! (New manager of The Birmingham Exchange, Premier Inn)

Guest relations refuse to refund us for the fire alarm going off over the 3 days we were actually in this hotel. Including multiple night time alarms.They site the fact it was a shared system and beyond their control so was not covered by their Good night's sleep guarantee. So before you book any Premier Inn. Maybe we should all phone up reception and ask the most important question. No..not the size of the rooms, location, view,or food or the comfort of the bed. In fact forget the bed. It may have been of the usual standard in our Premier Plus room, on the 12 th floor. But we wouldn't know as we were in and out of it, like jack in the boxes ! No, we should ask . Do you have a shared fire alarm system! We had our room number taken at check out and were given a dedicated number to phone. This is clearly a cynical ploy to get you to leave the premises,expecting an efficient refund . We complained 5 times via Guest relations, over 2 weeks.By then it was more a point of principle.The prevarication and insistence on repeated information was beyond stressful. The generic apologies, but no action was insulting. We have stayed in Premier Inns for decades and spent a lot of money doing so. We no longer have any confidence in their desire to treat their customers with respect and integrity.

Comfortable stay in a convenient location for spending time in Birmingham city centre. Whichever Premier Inn I have stayed in, I have always found that you can rely on a good standard of service and a comfy bed.