Leeds City Centre (Wellington Street) hotel

We have had reason to travel to Leeds on several occasions in the past year and therefore have stayed at this establishment a few times. Unfortunately we have seen a general decline in that time but the stay we have just had there was the worst. We arrived on Monday afternoon and there was a lady complaining at reception. She wanted to know why no member of the management team had contacted her since a man had been banging on her door and trying to get into her room the previous Sunday morning around 1.30am. There are no emergency contact details in the room and she had to look up the reception desk number online to try to get through to a member of staff and had not been contacted since. She was then trying, with great difficulty, to speak to someone about it at the Head Office Customer Services. On the second day we requested a room clean. You are required to do this before noon, which we did. The room was not cleaned but a couple of clean towels were left on the bed, the used ones were not removed. We had breakfast on the two days we were there. It was awful. Many items were missing on the first day because they were "waiting for a delivery". On the second day it was lukewarm at best and, when I asked for scrambled eggs, the lady happily obliged but proceeded to serve eggs you could bounce off the walls from the microwave. On the positive side, most of the staff are friendly and obliging but in general I would not recommend this as a place to stay sadly.

We stayed at this premier inn for a family wedding and by far the worst premier inn we've ever stayed in. We had to book 2 reservations over a 3 night period as there was an additional event. This was communicated to the hotel and I had asked if we could stay in the same room. I was told over the phone that this has to be done the day before we were due to check in as there was no way to do this. (I worked at premier inn previously, I know how the BART system works and room allocations.) We were driving up to Leeds from Southampton with kids and the journey took us around 6 hours. By the time we arrived at the hotel, it was around 6pm and was directed to the machines to collect the keys, it wasn't recognising the QR code I was given via the app and was told "it's a known fault, you just have to keep trying", I said to the receptionist it's not working and we really need to get the keys sorted soon so we could get ready to head out to the first wedding event. She said the machine will do it for me and it's not her job. Eventually she manually created the key cards and we went on our way. First night went ok, the bed was awful but it was an extremely dated room (104). I did tell the receptionist that the bed was uncomfortable and she told me there was nothing I could do about it. (Great service). We went down for breakfast the following morning and was told we needed to have booked prior to arriving (this was not communicated to us at the time of check-in) Breakfast was good, normal premier inn standard and everything was available. We were advised we had to wait around 15 minutes but ended up being around 40 minutes in the end. 2nd night came and again awful nights sleep so I requested more pillows, didn't get these, was just told there was extra pillows in the room (I had already used these) and just got extra pillows from my other family rooms that were staying. (I was 8 months pregnant during this stay). Breakfast for the 2nd morning went smoothly, they got us a table practically straight away. I was talking to the breakfast staff member and she advised she hasn't even had a break yet and how the management system was so flawed she would be looking to leave, she also mentioned one of the cookers had stopped working but the hotel had no plans to fix this as the other one worked. This was not a great interaction, definitely not what you want to be hearing as a paying guest. After breakfast on the 2nd night we were told that we would have to move rooms as the carpet was getting fitted in the room we were currently staying in. I was extremely frustrated as we had already checked in for the 2nd booking the night before so if this was preplanned they could have allocated us a different room?? The receptionist at the time was incredibly rude, I said we needed time and she said we need to be out by midday and into the new room by then.so the carpet guys can change the carpet. I am 8 months pregnant with a 5 year old, it's not going to happen instantly (this was 11am at the time of her telling us). We also needed to get ready for the next wedding event. So not the greatest of timings. We moved to room 106 when we were told 105 at the desk again frustrating as the staff can't seem to communicate properly. Luckily the cleaning staff were more than helpful in getting us situated and helped us move our belongings over, they even checked our room to make sure we hadn't forgotten to bring something over. Anyway we went over to the wedding event and headed back to the hotel. No issues with getting into our rooms or anything, it all ran smoothly. Morning of check out. We headed down for breakfast around 9am and was told by breakfast staff that both cookers had now stopped working and they were unable to provide a cooked breakfast option. It was a bit frustrating but completely understand this happens, the kids ate cereal and croissants and that was all fine. My husband and sister in law were in the queue to get some juice for the kids and they were talking about a private matter, nothing to do with the hotel. A staff member on shift in the breakfast area decided he needed to insert himself into the conversation and said "well if you're a qualified gas engineer you should be able to fix it" (he thought they were talking about the hotel/staff). We were shocked at how he spoke to them and the manager had come over ready to tell my husband and sister in law off for the way they spoke to him as he continued to walk away and get even more rude to them. The manager asked them to walk to the reception area where they explained the situation and the manager then apologised and offered to comp our breakfasts (this did not happen) and said how that particular employee had handed in his notice and did not care anymore. This is not an excuse for the way he spoke to them at all. The final interaction we had was when I (alone) was in the hotel room at 12.15 (aware this was after checkout) but I had told the receptionist that it might be a bit later as we were all using the iron we had brought to the hotel (they said it was fine). Another receptionist had come upstairs to check the room and obviously found me inside, she said "are you checking out" I told her I'm just waiting for my iron to cool down a little bit more before we pack it away and advised id be out within 5 minutes if that's ok. She then proceeded to say "well no, but you guys are going to do whatever you want to do" and left. This is the absolute worst experience we have ever had in a premier inn.

My wife and I have just returned today from a one night stay here and everything was fine The hotel isn't as modern as some, but still perfectly OK. The hotel is only 5 minutes by bus from Leeds Railway Station. Our room was on the 3rd floor next to the busy 4-lane road, but with triple glazing we never heard any traffic. We arrived at about 13:00 and hoped to leave our bags. Lindsey was sitting at a desk in reception which was great. At most Premier Inns, you normally have to push a ring button and wait and wait to actually speak to somebody. Having somebody ‘out front’ to greet the guests is just basic common sense. Lindsey agreed to store our bags early, but while I was scrambling to try and find our umbrella, before handing over the bags, Lindsey said she would see if our room was ready. Indeed, it was, so we managed to get in, about 2 hours early. Considering we have never been to this hotel before and we were only staying one night, this was great customer service. Lindsey is a real credit to the Premier Inn brand. When I commented on the fact that you normally never see the same faces at a Premier Inn on a return visit, Lindsey said she had been there over 10 years. We shall certainly stay here again

My partner and I stayed for one night on Saturday 1st August, just for a change of scenery as we’d never visited Leeds before. From the moment we arrived, Bronagh made our stay feel special. She checked us in with such a lovely, welcoming manner. Once we’d settled into our room — which was clean, comfortable, and just what we needed — we headed down for our traditional “first drink” at the bar. To our surprise, Bronagh moved from reception to serve us behind the bar as well. The reception layout is quite unusual, with the check‑in desk right next to the bar, so while we were enjoying our drinks, people kept queuing up behind us to check in, which gave us a good laugh. When reception quietened down, Bronagh came back over and was more than happy to chat with us. She was warm, funny, and made us feel completely at ease. It honestly felt like chatting with a friend rather than a staff member. Breakfast the next morning was delicious, and the breakfast team were really lovely too — friendly, attentive, and quick to clear finished plates without ever making us feel rushed. We really enjoyed our one‑night stay, and Bronagh was a huge part of that. We would happily return.

I was very disappointed with this hotel. I’ve stayed in a lot of Premier Inns all over the UK and this was the worst I have stayed in. The reception staff weren’t very friendly and didn’t seem interested in their job. Cleanliness in the public areas and toilet weren’t very clean. The carpets were dirty. We normally have breakfast at Premier Inns, but because it didn’t feel clean it put us off staying for breakfast. The room was OK, but I had no bedside table to put my phone or drink on. The location was good for walking into Leeds city. It was only a 15 minute walk. I wouldn’t return to this hotel. It’s in desperate need of refurbishment.