Dudley (Kingswinford) hotel

This hotel is in Great location, the room was excellent very big and room for us too move around as a big family, the rooms were spotless and smelt soo nice we had asked for a cot and use of a iron which was both provided and already in the room once we had checked in which made life easier for us, the beds are the most comfortable beds I’ve ever used in a hotel. Little to no noise in the public areas. Close to all amenities, the restaurant was closed however we was provided with FREE breakfast with a lot of variety to choose from which kept the kids very happy. My children also had access to free crayons and pictures they could colour in 10/10 service from Nicky behind the desk she was very polite, professional and helped with all our query’s the kids loved her. Great atmosphere in front house when you have such welcoming staff and was great value for money considering I booked a family room the day before coming I found it the cheapest in the whole area. 10/10 would recommend and would stay again.

Very clean welcoming hotel with great staff and super comfy rooms easy to find with a host of facilities close by highly recommended

The Premier Inn at Kingswinford Dudley I arrived there the car park was not easy to access it ad been closed off. The room was ok BUT THE SHOWER HAD NO WATER SO COULD NOT TAKE A SHOWER. There was no restaurant Breakfast was non existent only croissant in a bag and porridge in tubs and cereal and fruit juice. No cooked breakfast. IT WAS MENTIONED AT THE HOTEL ABOUT THE SHOWER BUT NO REDUCTION IN THE COST WAS MENTIONED. This is the worst Premier inn I have stayed at. and was expensive for what I had at £125.00.

I am writing to make a formal complaint regarding the treatment I received from a member of staff, Juliet Cherubathur, who identified herself to me as the manager, during my current stay at Premier Inn. The incident occurred at approximately 12:04am, and I would specifically ask that you preserve and review the reception CCTV footage from approximately 12:00am to 12:06am, as this should provide an independent record of the interaction. I had ordered a food delivery, and the delivery driver wanted to enter his vehicle registration so that he would not receive a parking charge while delivering my order. During the interaction, I found Juliet's manner unnecessarily rude, confrontational and completely inconsistent with the level of customer service I would expect from Premier Inn. I had also accidentally left/forgotten my room key and asked for a replacement. I was told that I could not have one. What concerned me further was that, during this exchange, I was not asked for my booking details or given what I considered to be a reasonable explanation or attempt to resolve the situation. Juliet also criticised me for being "in and out" of the hotel. My vehicle is parked outside and, as the hotel rooms are non-smoking, I naturally have to leave the building if I want to smoke. I therefore do not understand why legitimately entering and leaving the hotel as a paying guest was raised as an issue or used against me. During the conversation, Juliet stated that her manager had apparently also commented that I had been "in and out". I asked for the name of this manager because she was attributing this statement to them, but she refused to provide their name. Both the delivery driver and I raised concerns about the way the situation was being handled and told her that we did not consider her manner professional, particularly given that she had identified herself as the manager. I deliberately made sure that the relevant conversation took place in the reception area where CCTV should have recorded the interaction. I therefore ask that Premier Inn reviews the footage rather than simply relying on conflicting accounts of what occurred. I would also like Premier Inn to clarify: Why I was refused assistance with a replacement room key and what the correct Premier Inn procedure is in this situation. Why my entering and leaving the hotel was considered an issue. Who the manager was whom Juliet claimed had commented on me being "in and out", and whether that statement was actually made. Whether Juliet was the duty manager at the time of this incident. What action will be taken following a review of the CCTV and the circumstances of my complaint. This experience has significantly affected my stay, particularly as I still have another day remaining at the hotel. Until this incident, my interactions with other members of staff had been fine, which makes this experience particularly disappointing. I am not making this complaint simply to receive a generic apology. I would like the matter properly investigated, including a review of the CCTV footage, and I would like a substantive response explaining Premier Inn's findings and how you intend to address what happened. I have stayed with Premier Inn expecting a reasonable and professional standard of service. The way I was spoken to during this incident has seriously changed my view of the brand. I would therefore appreciate a response that meaningfully addresses my concerns and gives me reason to reconsider that impression. Please also ensure that the relevant CCTV footage from approximately 12:00am–12:06am is retained while this complaint is investigated. I look forward to your response.

Convenient location, friendly staff. Good value for money. One thing to note: the corridor doors would slam(not so heavily but it does make a noise) whenever other guests opened or closed their room doors, likely due to air pressure changes. As our room was next to the corridor, we could hear this happening throughout the night. It wasn't a major issue for me, but my partner is a light sleeper and was affected by the noise. Choose a room not right by the corridor doors if you are a sensitive/light sleeper.