Inverness West hotel

Worst Premier Inn we've stayed in. Unfriendly reception staff to start with. Room was adequate but shower had mould in several areas . Evening meal was in the badly lit restaurant, and we waited over an hour to be served one course. Waited even longer to see a desert menu, and then the two things we wanted were not available. Breakfast was a new low. Many of the items for the continental breakfast were not available at all including orange juice! Asked for some gluten free toast (which has never been a problem in other Premier Inns) to be told they had no GF bread. Tables were sticky, room smelled of last nights beer and the carpet was sticky to walk on. Come on Premier Inn - this place needs a complete overhaul or you are going to find you have no customers!

First impression at the entrance was the amount of litter huge overflowing bin, cigarette ends etc. On checking in find the restaurant was only feeding pre booked meals as staff shortage, not great start. Room was standard and in need of upgrading. Overall not good.

Rooms were clean and a friendly welcome however the breakfast spoilt it - the staff were overworked, hence the "hot" food was cold as were the plates, no continental breakfast left, staff running around clattering plates etc and completely stressed out (not their fault I hasten to add as only 1 chef, 1 waitress and 1 person from reception helping). Even after asking for continental to be restocked only got a few items put out. Breakfast was clearly understaffed and the dining room full of guests. Felt uncomfortable asking for things as it was clear they were already stressed. Didn't return second day for breakfast - went elsewhere

Staff at the facility (hotel & bar) are clearly unhappy and disrespected by their supervisors/managment - tone of instructions between staff is poor in front of guests. I called to make a dinner reservation but there was no answer (tried for 45 mins) I arrived early to be able to book a table for dinner but no staff were available, so booked elsewhere. Check-in was slow (10-15min wait) The bar was understaffed and slow service. Breakfast was lukewarm to cold in temperature. I’ve been loyal to this hotel for many years, staying at least twice a year, but I will go elsewhere now.

With a premier inn you generally know what to expect. On arrival no of teas on reception, I could use the self help kiosk (which was easy to use) but others in my party needed to pay for their stays and had to wait some time for a staff member. The restaurant/bar is very understaffed on several busy evening there was one barman rushed off his feet ( he was very good but definitely needed some help) Cooked Breakfast was tepid each morning, on one very busy morning they had one waitress trying to seat customers and keep items stocked up. At one point there was no plates at either the hot food and continual section, no mugs, no butter, no milk. The poor girl could not keep up with the demand and customers helped her carry trays of mugs etc. The lady whom I presume is the restaurant manager was abrupt and rude, she took payment without acknowledging that it had gone through and no thanks at all. She didn’t seem to be able to raise a smile to customers. Communal toilets were gross 🤢 and the place was tired but my room was clean and comfortable On the whole I would return but would eat elsewhere.