Inverness West hotel

Plus points for this Premier Inn - good parking and near to the centre, but not directly in the thick of things (which would mean reduced parking etc). Negative points… bigger list. We had an accessible room (wet room) and it was just about as far away from reception / entrance as you could get. Zero understanding of people with mobility issues who are not in wheelchairs. Painful and slow walk every time. Corridor carpet had an alarming large stain at one of the doors - no idea what but it had a “wet floor” sign, so clearly not something minor. Room was through two closed doors - push access on the way from reception and pull access on the way to reception. Again, mobility issues meant it was a fight to open doors and stay stable with sticks, As I had mentioned - zero understanding of people who have mobility issues. The room itself was a standard accessibly wet room. The carpet looked like it hadn’t been vacuumed recently and the desk chair had a disgusting large stain on it - I hope it was coffee. Needless to say we did not use it. The bed is stupidly low - I mean ridiculously low. We both struggled to get into and more importantly out of bed. Even for wheelchair users, this wouldn’t work. More examples of someone who isn’t disabled doing what they think is what disabled people want / need. Restaurant - this is a victim of the bizarre Whitbread reduction in their Premier Inn restaurant portfolio, so was only open to hotel guests. Breakfast was a no book event, but dinners had to be booked. Our first night was ok, but on the second night, they refused to take any bookings later than 18:30, because they had a large tour group in. I was told that even if we had a meal deal, we would be refused a booking and would be refunded for that night. It’s disgraceful that they basically prevented all other guests from ordering dinner - and this wasn’t advertised in advance - it was a “manager decision”. Very poor. Overall, I liked the location and good parking, but most other aspects were very substandard compared to other Premier Inns that we have stayed in before. Staff were nice and polite as always.

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.