Stirling South (M9, J9) hotel

Found the accommodation very good, clean, quiet and with all facilities one could expect. The bed was comfortable and, the room was warm. Bathroom had shower, bath and essentials which was brilliant after a long road journey. Found it easy to relax and, rest.

Staff at front desk were very helpful, service was great.

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.