Belfast City Centre (Alfred Street) hotel

We had booked to stay August 9th for 2 nights. We were refused our stay upon arrival due to one of the guests being 17, the receptionist told us she could give us a refund and it would be back in the bank account within 5 working days, 4 weeks later we have still recieved no refund, I have tried calling with no answer every time and emails aren’t being responded to.

Very friendly staff comfortable room ideal location close to all amenities. Comfortable bed clean room. Excellent breakfast. We have rebooked for our next visit.

Hotel location is good, cleanliness is good and room is nice and modern. Check in was delayed due to the volume of people booked in to see Fontaine's in Boucher playing fields but poor planning on managements side.. you know in advance you need to have multiple rooms ready yet same old same old. We got our room about 4pm so it wasn't too bad. Staff at check in were ok but a bit moody sound enough I suppose 👍 the night porter serving on the bar was not helpful at all. He closed the bar an hour early and was rude about it. Parking close enough in Cromac street or Charlotte's road.

From the outset, my experience was far below the standards I have come to expect from Premier Inn: Upon entry of the hotel, the receptionist was extremely loud with other guests, using inappropriate language with them where there was clearly a rapport however she failed to respect the new guests that arrived. When we were checking in she asked if we planned to eat at the restaurant, and we stated we were unsure. Her response was....."Well don't...they only have one chef so it's not the best". (Professional?!) We booked premier plus room and were provided with a Room on the 7th floor. The room was not cleaned to an acceptable standard. The bed had very clearly been disturbed, there was a Kit Kat wrapper under the desk and furthermore, the “upgraded” room offered little to no difference from a standard room. I approached reception to complain, I did not raise my voice nor was I aggressive however I explained to the same lady that I wasn't happy with the lack of cleanliness and the supposed upgrade. She was argumentative and told me there's a big difference between Premier Plus and Standard whilst also telling me to calm down. I was not irate but I was dissatisfied.... I asked her to please not tell me to calm down as she is being far louder than I was and is outspoken. Her response was..."well this is who I am" again (professional?!). She then sent her young colleague (who we now know is a manager) to inspect the room..... she came back and said she doesn't see an issue with the bed (it was hard to miss). The receptionist then assigned us to a room on the 8th floor, and she wrote the room number on the key card pocket. I went up to the 8th floor and could not access the room. Again I went back down to the reception where the same lady claimed to have reactivated the keycards..... again I went back up to the 8th floor and again could not access the room. For the 3rd time, I go all the way back down to reception (whilst 21 weeks pregnant). This time the young girl speaks to me and tells me she is going to come up with me to check the keys. I was not happy with this and stated "I am not lying, it does not work, I can't keep going all the way up there and back down as i am 21 weeks pregnant. She was extremely rude, told me not to interrupt her. She clearly had no consideration for the fact that i had been up and down to the same floor due to their error. However i followed her all the way back to floor 8, Upon getting to the assigned room with with young member of staff..... she attempted our cards.... they did not work so she used her card and opened the door to find a gentleman in the room..... she slammed the door shut then turned to me and said "what the f@ck". I told her this is unacceptable and that language is a hard no for me. So yet again we go back down to reception where the check-in lady says Oh I wrote the wrong number down. Mistakes I can understand but I had been to them THREE times with room being inaccessibl so how on earth was this not spotted to the point a man's privacy has been breached and i was left feeling very uncomfortable. We were then given a different room on the 8th floor . To find the carpets had reddish stains on them....the water in the fridge was sparkling and when I asked for still I was told only sparkling water was available – despite this being a basic expectation for guests especially when plus room spec is to be provided with bottled water. The bed in this room was also uncomfortably hard, unlike other Premier Inn locations (including this same hotel) where we have had far more comfortable stays. The room was uncomfortably warm regardless of us manually adjusting the temp.... to put upgraded plus rooms so high up would also mean the heat rises to an uncomfortable level by the 8th floor. We had no choice but to leave windows open where again due to the room being so high up...the level of noise from seagulls etc was so excessive and had a huge impact on sleep. I was also disappointed to find there was no bathtub in the room and very little storage space in the wardrobe.... far less than standard rooms that we have stayed in at this very same hotel. This series of issues caused significant stress and disappointment, and fell far short of the high standards that Premier Inn advertises. The room mix-up, in particular, was both distressing and unacceptable. We even asked for a fan due to the uncomfortably warm rooms and reception told us they dont provide fans... I found this odd as premier inn have always provided fans from my experience. In light of this experience, I emailed requesting a full refund for this booking as compensation for the poor service and disruption we encountered along with the good night's sleep guarantee not being met however 5 days have passed and still no contact from premier inn. I also want to highlight that each time I exited reception to make the journey back up to the high levels I would turn and see both members of staff discussing me in earshot of other guests whilst laughing. It's completely unacceptable and certainly not the standard we usually get from Premier Inn. On the morning of the second day I spoke a gentleman who identified himself as the manager (Jamie I believe) who was very attentive and understanding and moved us to a standard room on the 3rd floor. He stated he can help with a refund and wishes he could do more. He stated he would forward on my complaint about the issues raised and the staff member swearing and that i would hear back regardling the complaint however again i have had no contact from anyone. He also said that hes not sure why staff said they dont provide fans but that he would ensure one is placed in our new room. He stated he was leaving very shortly and that my husband would need to follow him upstairs to the room to get our belongings to move to the room on the 3rd floor.... he told my husband to leave the door ajar so that the key card can be deactivated to allow for the 3rd floor room to be activated and we would be able to access the previous room to move belongings. . My husband left his breakfast to do as jamie asked. Due to lack of sleep during the night, I tried to have a nap in the new room but again the rooms are uncomfortably warm that I was unable to do this... Later that morning my husband approached the receptionist lady to state we've been informed a fan would be provided can we have one asap the rooms are too hot.... she said they don't have any spare. On the second night At 1 am I was awoken and kept awake by surrounding guests on my floor as well as a lot of noise from guests standing outside the hotel below my window. Finally, at 2.55am am on I approached reception where there were 2 very drunk individuals being very loud and the reception staff were standing having very loud interactions from behind the bar area with a young inebriated girl standing at the bar. When the staff member came over I asked what time the bar closed, and he replied that it was closed at midnight. I asked him why guests are being encouraged to stick around the lobby where they are venturing outside being excessively loud below the rooms of sleeping guests. Whilst I understand guests cannot be told to go to bed, it would be more helpful for staff to control the interactions so that they are not encouraging very noisy and innebriated guests to stay around the lobby and outdoor area. I also asked that guests be controlled on floor 3 so that I can sleep to which the staff member said "ok I will deal with that we have security doing floor walks" However it continued for hours. The noise was excessive and I certainly didn't hear staff knocking on doors to ask guests to lower the noise. This was now the second night of horrendous sleep at this hotel between the noise levels, very uncomfortable bed and the uncomfortable heat it has been a very unpleasant stay. On the 3rd day we came to realise that my £500 Dyson hairdryer is not in our case, this has either somehow been left in room in the previous room the day prior where house keeping could not miss it as it is in a very solid leather trinket case or our current room where someone has entered the room whilst we havent been in the room. Either way someone has it and there will be cctv coverage of someone (likely housekeeping) carrying the box through the hotel. It cannot be missed. I am extremely disappointed and when mentioning to reception staff they said "oh maybe they threw it away thinking its rubbish", this is not possible its very evident it is a valuable possession. Id like an investigation into this as their will be an electronic stamp on when and who has accessed the rooms. We were also unable to eat dinner in the restaurant due to insufficient staffing. I also yet again asked for a fan and again wasnt provided one so our final night was again an uncomfortably warm stay, with a hard mattress and excessive banging and noise from the surrounding rooms despite reception claiming to have security touring the floors i called down to reception who again stated they would deal with it but they didnt. I have not seen a single member of security at any time nor staff walking the floors. The hotel was full of children that very evidently were NOT 18...the receptionist stated she prevented some from booking in due to being under 18 but allowed others because they came from glasgow and too far to go home. Completely unnacceptable.... its not a party hotel it is premier inn that guarantees a good night sleep. On the morning of checkout I spoke to Jamie who now stated he is not the manager.... he also stated there is no evidence we ever owned a dyson hairdryer of that value and also claimed he didnt know head office details for premier inn to allow us to make a formal complaint. He consistently cut me off as I spoke, he was rude and back tracked on everything he had said in the days prior. I explained to jamie that the good night guarantee states that reception staff will assist with a claim however he stated he doesn't know how. I have a statement from Manchester airport where they hold cctv of my husband and I going through security on 21.08.25 and the dyson hairdryer is placed into a security check tray and then placed back into our cabin case.... the case was never opened again until back at the hotel there fore there will be cctv coverage of a member of your staff with my valuable possession. All in all this has been a very unpleasant stay, with very little sleep. I will not be returning to this particular Premier Inn and would like a full refund. Id like to suggest Premier Inn look into the new mattress providers as the mattresses we have had to endure for the last 3 nights are very hard and uncomfortable, very unlike the standard of Premier inns. Also the lack of cleanliness of the hotel.... the floors were disgusting and the manager (jamie) blamed it on workmen applying maintenance to the lifts but this doesn't account for how disgusting the floors were. He also stated the building has been bought by a new owner and none of the staff know if they will have a job soon so there is a drop in staff morale. Completely unnacceptable thing to say and if he denies it How would I know this information? I dont want to negotiate the refund, I raised every issue with staff each day and each night nothing was ever resolved where we were able to have the good nights sleep thats guaranteed with Premier Inn. Be aware we had 5 people in our party with 3 seperate bookings and they also had the same opinion of the plus rooms being a waste of money and far less comfortable than standard rooms. Bad service by premier inn

The InnBelfast hotel didn't disappoint. Not only is is in a great location but the room was large and the bathroom very nice indeed. It was clean and even when there was the odd issue, they were quick to remedy it. The staff were friendly and I must mention Russell - he was on reception for two of the three days I was there and not only was friendly and inviting, he spent time recommending places to eat and visit (without his recommendation for the Crumlin Gaol, I would never have gone - it was outstanding!). Additionally, they had a Lavazza coffee machine which is a win!