Chippenham hotel

Lovely staff, room clan and tidy, room Stat would not adjust and was stuck at 24.5'c! My friend had limited mobility and our room was upstairs with no lift and at the furthest point from reception! We purchased the meal deal on booking and on retry to the restaurant we were informed there was a limited menu ( and that was putting it nicely) which consisted of approximately 6 meals, the bar was also limited with only 2 draft beers and limited bottled drinks! I felt sorry for the staff who were brilliant and felt embarrassed with the situation and the barrage of complaints they had to deal with. This stay was definitely not worth the £210 charged fir one night 😡

Paid for additional premier room option, coffee machine wasnt great. Very poor pressure in shower. Room was very spacious and great addition of fridge. Cleanliness good but maintenance lacking

Nice hotel staff very welcoming pity about the Restaurant/pub next door closing plus not much on the menu. But had a supermarket across the road. Easy access to main roads

I have stayed in many Premier Inns over the years - this was singlehandedly the worst experience I have ever had with this company. I was greeted by a room that smelled of mould, and then found a bathroom with dried urine all over the toilet seat. This was either not cleaned at all, or exceptionally poorly cleaned by the staff. I immediately raised my concerns with the duty manager, and they didn't seem particularly surprised or shocked, nor tried to reassure me this was a one off case. I quickly decided to check out immediately and move onto a different hotel as there was no way I could trust their hygiene practices. The duty manager said they couldn't provide a refund as it wasn't a flex booking (although this is only fully refundable up to 1pm on the day of check-in, and you have to check-in after 3pm - so, not at all a suspicious policy!) They did give me a card to contact their customer services team though... ...which was frankly appalling - no full refund for their inability to provide a clean and sanitary room, as apparently cleanliness doesn't fall under their "Good Night Guarantee" - but on pressing they couldn't explain to me the purpose nor actions available from their CleanProtect Promise that is so obvious on their website. Congratulations Premier Inn - through exceptionally poor customer service and your inability to be accountable for your poor quality hygiene you have turned a very loyal customer into someone who genuinely may never book with you again.

I've stayed in so many Premier Inns as a wheelchair user that I've finally had enough. You can't book an accessible room from the website, so you book and pay for a standard or Plus room, then ring up and hope for the best. They assign you an 'accessible room' but don't tell you that two thirds of them have a lowered bath, not a wet room, so most of them aren't really accessible for most people - although if that works for you, you're in luck. So the next time, you ring and ask for a wet room and they say yes, there's one free, you can have it. Although it may be a plus room that you have to pay extra for. But maybe they've got what you need and you're happy... Until you check in and discover that they have given it to someone else for no apparent reason. (That wasn't Chippenham.) Or you may want a plus room, because most of them have a walk in shower, which is really all you need, so you pay extra for that privilege, but when you check in, they tell you that they are all upstairs with no lift, or there's one downstairs but with a lowered bath, as was the case in Chippenham. So they give you a standard room with a wet room (hoorah!) but no aircon because only Plus rooms have that. And they don't refund the difference but do refund your breakfast, which feels like a sleight of hand which probably, but not necessarily, rips you off, but who knows? My advice? Most chain hotels have good accessibility and will let you book a disabled room, which they will describe in detail, direct from the website. I've had all these experiences with Premier Inn over just the last year (because I travel for work and work use Premier Inn). The information they provide about accessibility is totally insufficient and staff seem to have no concept that there is a world of difference between a room with a wet room and a room with a lowered bath (and I mean, just WHO is that accessible for?). I resent having to pay extra for a Plus room just to get a shower, or paying for a Plus room that I can't get. More often than not, when I've stayed at Premier Inn, I've just had to go without a shower, even though I've paid for a room, and that's just not fair. So trust me when I say, my life is much easier and much less stressful if I stay somewhere - anywhere - else.