Inverness West hotel

From the moment we arrived, the hotel gave us the impression that cleanliness and customer service were simply not priorities. The property did not feel particularly clean, and the staff appeared disengaged and, for the most part, offered very little help when concerns were raised. The room itself was the biggest problem. There was an extremely strong, musty odor from the moment we walked in. We immediately reported the issue and specifically requested to be moved to another room. Unfortunately, that request was not addressed. The smell was so persistent and unpleasant that my children were coughing throughout the night, and we had difficulty sleeping. Rather than moving us to a different room or providing a meaningful solution, a small plug-in dehumidifier was provided on the second day. This did very little to resolve the underlying problem. We ultimately had to purchase car air fresheners ourselves just to make the room bearable. Although the sheets appeared clean, the overall condition and odor of the room left us feeling uncomfortable about the cleanliness and hygiene of the environment throughout our stay. Basic amenities were also poorly maintained. The soap dispenser was already empty from our very first shower, and other basic supplies were not consistently replenished. Housekeeping was another major disappointment. The toilet was not properly cleaned, toilet paper was not replenished, and we had to find or request basic items ourselves. These are simple things that should not require repeated attention from a paying guest. The breakfast experience was equally disappointing. We paid for the breakfast package and honestly felt that it was not worth the money. The food ranged from mediocre to poor, with cereal being one of the only items we found consistently acceptable. Even more concerning, several plates and pieces of cutlery appeared dirty, which made us question the cleanliness of the dining area and made it difficult to feel comfortable eating the food. Management’s Response Was the Most Disappointing Part: What made this experience particularly frustrating was how our complaints were handled. We brought the issues directly to management and reasonably expected someone to take ownership of the situation and make an effort to resolve it. Instead, our concerns were essentially ignored. There was no meaningful attempt to move us to a suitable room, properly address the persistent odor, resolve the housekeeping issues, or otherwise make up for the significant inconvenience. Providing a small plug-in dehumidifier on the second day was not an adequate response to a problem that had been reported immediately upon arrival. The biggest issue was not that something went wrong, problems can happen at any hotel. It was the lack of urgency and accountability in addressing those problems. Based on our experience, I would not recommend this hotel and would definitely not stay here again. There are simply too many areas that need significant improvement, particularly cleanliness, housekeeping, breakfast quality, and management’s approach to guest complaints.

Absolutely filthy hotel! You would think Premier Inn is a franchise with how filthy it was clearly not following standards of other hotels. I even had to change rooms with my room not hoovered with toe nails on the floor, crumbs on desk table, tissue paper on floor. The next room hadnt been hoovered either but at least it didnt have the toe nails. The thick dust is a health hazard and even the corridors were not hoovered.

Not good at all. Had stayed there previously and found again on the second visit you could still not use the on site restaurant as they only serve the meal deal customers. Reception said it was due to staff shortage on that night! They wouldn’t answer when I raised the fact they used the same excuse six months previous. Staff were rude plain and simple. On arriving at the hotel front doors be prepared for litter and lots of it. The place is a disgrace.

Stayed for two nights with a group of work colleagues, one room had toe nail clippings on the floor, no toilet roll in another, some rooms looked like they had never seen a vacuum cleaner, rooms smelling of damp, damp in the shower. Entrance way filthy, bins overflowing, carpets disgusting. Second night…. We had a meal deal, on arrival at restaurant at 6.30 myself and some other guests were informed that we would not be able to receive food that we had pre paid for due to staff shortages. I have stayed in many Premier Inns and can honestly state that this hotel makes Faulty Towers seem 5 Star.

Good experience good clean room good wifi love the brand good deals on food would stay again if in the area good secure car park