Inverness East hotel

Arrived Friday about 3.15pm. Check-in was very slow. One staff member who started the week before and a single working self service machine that said the room wasn't ready. A broken lamp, a ripped hand towel and a lack of a second bath towel had to be reported but the queue at reception was so long we just went out to explore the town. At 6pm we went back to reception to report these and ask about upgrading our breakfast booking to a meal deal. At that point we were told there would be no cooked breakfast in the morning. The poor inexperienced staff member took ages considering what to do about the meal deal and a possible refund of £2 each to cover the difference between the continental and cooked breakfast. She took the £32 meal deal payment and said the breakfast refunds would automatically arrive on the original payment card. She wasn't sure about breakfasts on Sunday morning but assured us that refunds would be automatic if there was no chef then either. We wandered over to the restaurant for dinner to find that there was a 45 min wait as we hadn't booked. I sighed and told Kayleigh why we were so disappointed in our experince so far. She authorised a drink each while we waited. Yay! The first time I'd felt positive since we arrived. Dinner was fine. More problems with the bill when we added dessert to a meal deal but quickly sorted out. The girl on reception told us she'd personally taken towels to our room during dinner but the lamp would have to remain broken for our stay. She was doing her best in difficult circumstances. Older style room which we prefer, comfy bed, good shower. As we would expect. On Saturday we left a wedding early imagining that my husband who had driven could have a glass of wine back at the hotel. At 10.10pm everything was closed. We're obviously used to city centre Premier Inns with busy bars! Back in the room a note under the door saying no cooked breakfast for Sunday. I wouldn't stay there again but Kayleigh's gesture has meant we're happy to use Premier Inns again. I hope Premier Inn note how far a tiny gesture goes. Actually there's no sign of the 4 x £2 refunds so maybe the wine wasn't entirely free after all! Room for two nights was £274. With two meal deals and two breakfasts we've paid £353.96. Definitely had better value elsewhere including many other Premier Inns.

Cleanliness was a major disappointment - mould in the shower and bath, rust on soap dispenser, torn and dirty net curtains, and floors which had not been properly hoovered for some time. We moved to another room where the bathroom was a bit better. We did not expect to have to walk outside to nearby premises for breakfast. Fortunately the weather was less inclement than expected, and the breakfast was fine.

We stay in Premier Inns regularly because they are usually of a reliable standard and we have stayed here before with no issues. This time we were extremely disappointed with the standard of cleanliness. The shower curtain was mouldy, there was a very strange yellow stain on the carpet, the net curtain was filthy, there was mould around the windows, there was a long black hair on the pillow (neither of us have long or dark hair) and the room looked like it hadn't been dusted or hoovered for weeks. The toilet roll hadn't been replenished.and there was hardly any left. The hotel appears to be short staffed. The man on reception was as helpful as he could be under the circumstances - we were unable to move rooms as the hotel was fully booked. However he arranged for a new shower curtain, more toilet paper and a new pillowcase. This appears to be an ongoing problem with this hotel. Premier Inn in Inverness charges premium (for which read extortionate) prices during the summer and it is a real shame that visitors to our country will experience such a poor level of cleanliness in this hotel. We received a partial refund after making a complaint.

Absolutely shocking. Cleanliness was awful. Worst I have ever seen, or stayed in. I was being put up by NHS due to having surgery next day.

The staff member checking us in was friendly but that’s where the positive ended. Room cleanliness worst we have stayed in - decaying bunch of grapes on the floor, old pair of socks in bedside table, hairs in bath and grubby marks in bathroom. Would not stay again.