Stirling South (M9, J9) hotel

In the middle of the night about 3.15am my door opened, light came on and someone entered . Left when they saw a person there leaving the light on and left me thinking I’d stopped a burglary. I complained to the receptionist and was told the manager would contact me. I had no reply so contacted the team at Premier Inn, sadly no reply. Very little sleep, non after the visit and no response with such a simple to resolve issue. I did use the company regularly but in future will look for other options

Very bad, negative experience at the hotel, and with the various Customer Relations staff who received our complaint and seemed unable to comprehend the issues were not our fault! We arrived from Edinburgh airport, having flown in from our home abroad to visit relatives. Upon arrival in bad wwather a strong gust of wind blew open the old external metal framed front door which caused a cut to my finger. Reception staff just watched as we struggled with bleeding and getting luggage in. He commented "that door's always a nightmare". He continued with computer check in process whilst I bled at the desk. He showed no empathy or interest whatsoever. I requested a plaster and an entry be placed in their Accident Log. The room was clean and comfortable, albeit a very light, water flow from the sink tap (apparently in an effort to save water all taps are like this in all rooms). My husband and I did not manage a peaceful restful sleep owing to the pain and throbbing in my injured hand. I complained at the time to reception and in writing via the WhatsApp service and was told the company policy was for me to place a follow up report at the end if our stay. I did this. Unfortunately, several emails later with Customer Relations staff resulted in apologies for our experience but we were informed there were severe weather warnings in place for our arrival time (unknown to us) and I should have been careful opening the door under such circumstances! We were told staff were informed of our feedback and appropriate steps would be taken by the management team but we were not allowed to know what these steps were. Furthermore, the door in question had apparently been examined by management and maintenance and found to be fault free. We felt blamed for the problems, despite everything documented accurately and with credible corroboration. We were also informed that we were not entitled to any refund for the first night when we couldn't sleep because we had not specifically asked for it in our initial complaint. Customer Relations compounded our horrible experience significantly by writing that they were sure all decisions taken by the hotel staff and within their investigation were correct then ridiculously stated they hoped we would return in future as our feedback was valuable to them. We won't be back! Avoid if you wish a safe, pleasant stay with understanding staff should you need to raise any legitimate complaints. We've never felt the need to leave such a review previously, and we've been regular guests at thus hotel but others need ro know their standards of care have definitely fallen short and Customer Relations blame the customer for this!

Location straight off the motorway, no traffic noise in hotel. Hotel was spotlessly clean, bedroom and bed huge . Staff brilliant, friendly and so helpful. Had breakfast and evening meals at the Brewers Fayre 20 meters away. Food excellent, great value for money. The staff made you so welcome.

Been a few years since we stayed at this Premier Inn as we tend to use the Stirling City Centre. Arrived at about 2.20 in the afternoon and enquired about room availability as we do at most Premiers. Advised that they weren't sure if our room was ready but if it was we would have to pay the £15 early access charge! Never had that before so near to the 3pm official timing. Room was spotlessly clean, warm and comfortable. No glasses in bathroom though there were two glass cups in room for tea/coffee. Bath had large glass shower screen which was hinged and appeared to open outwards across the bathroom floor, which would have dropped water onto floor. Bath quite narrow, and we are not large people, and height and access could prove difficult when screen was in place. Had breakfast both days. Dining area has deteriorated considerably since we last visited. Lay out more canteen style and tables well worn and faded. Carpets in conservatory were almost threadbare in places and there was a large black stain in one area. Staff seemed low in number and rushing around to manage things. We had to wait a fair time on our first morning before anyone appeared as we stood at the dais . Only one coffee machine available and there were queues, particularly if there were family groups dining. Food was good quality and good selection. Visited the bar on one evening and seating area, which isn't huge, was fully occupied, leaving a small area with some comfortable seats and a pool table which took up a lot of the floor space. Other than that we would have had to sit in the dining areas. Hotel is well positioned for nearby motorway. It needs a thorough refit and update of the Brewers Fayre bar restaurant to make it what it used to be - a warm, clean and friendly family restaurant

Great experience. Staff were very pleasant and helpful. Room was spotlessly clean and very comfortable. Will definitely book here again