Hagley hotel

Room was up to usual standard, but the food has dropped off a cliff. Ex-Beefeater restaurant staffed by Premier Inn staff trained up to pretend to be a chef. Food was dreadful, even the Guinness was awful. Breakfast just as bad.

We stayed for one night in a ‘family room’, which was essentially a regular room with two ‘Z-beds’ crammed in. They were advertised as ‘single beds’, but they were not full-size singles. The main bed was comfortable and the shower was good, but the hotel itself felt very tired, dilapidated and not especially clean. There were bits of food under the bed in our room, which was pretty off-putting. Apparently, the hotel uses robot vacuums, but these clearly miss larger items, and no one seems to carry out a proper visual check afterwards. That does not inspire confidence in the general standard of cleanliness. The biggest issue with the room was that Room 10 was right next to a cupboard containing water pipes or plumbing. Throughout the night, there was a constant noise that sounded like a toilet cistern endlessly filling. It made sleeping difficult. I complained about the noise at the time, although there was understandably very little the night receptionist could do about it. I raised it again first thing in the morning and was advised to contact Guest Relations. I did so, they confirmed the issue, and we were ultimately refunded under Premier Inn’s Good Night Sleep Guarantee. One useful point for anyone reading this review is to familiarise yourself with how that guarantee works before assuming you can simply complain after you have left. In our case, reporting the problem in the morning was critical, and the fact that we had also raised it during the night was clearly helpful because the issue had already been evidenced while we were still staying at the hotel. If you experience something similar, make sure you raise it at the time and again before you leave. Unfortunately, the breakfast situation was absolutely dire. All the available tables were dirty. When I pointed this out to one of the waiters, his response was simply: “Yeah, it’s bad, isn’t it?” That rather summed the place up. The wider breakfast area, and the building generally, felt dirty, neglected and grim. What really finished it for me was seeing the chef chewing gum while preparing food, with his long, wispy hair hanging loose rather than being tied back. Both were very basic food-hygiene concerns, and the thought of hair or saliva getting into my food meant I simply could not finish my breakfast. What made this more concerning was what I was subsequently told by hotel staff. At checkout, I was told that there had also been problems with the breakfast service the previous day, and that this was apparently why a duty manager was present around breakfast this morning. If that account was accurate, it suggests that the issues are more regular than isolated. Then, when I later spoke to Guest Relations by telephone, I was given the rather extraordinary additional information that the duty manager had subsequently spoken to the chef about his appearance and compliance with the hygiene rules, but that he had apparently refused to do anything about it. That part I find particularly troubling. It is one thing for standards to slip or for somebody to be unaware of a rule. It is quite another to be told that a member of staff preparing food was specifically challenged about basic hygiene requirements and apparently refused to comply. As a customer, you roll the dice when you choose to eat there. Overall, the hotel badly needs attention, particularly around cleanliness and maintenance. Credit where it is due, Premier Inn did honour the Good Night Sleep Guarantee for the room issue. But the breakfast operation needs a complete reset, and based on what I saw and what I was subsequently told, I would avoid it altogether. If you are allocated Room 10, I would definitely ask to move unless the plumbing issue has been fixed. And DO NOT EAT HERE.

Very clean room, friendly staff and a good breakfast, booked the dinner room breakfast deal, I was told due to the time when I arrive go straight to the restaurant, so I parked went into the restaurant where the lady was quite rude and said we’re closed I did explain that I rang and was advised to come straight in she was not interested , I had drove several hours and was very tired so not happpy

Came here on monday and debbie at reception couldnt be more of a help making sure all my needs were met and gave me the best exsperiance possible

The stay at Hagley Premier Inn was just about Ok. Some good positive staff interactions were offset by a stained sheet on the bed, some poor attention to detail, and a very poor breakfast at the adjoining Beefeater.