Inverness West hotel

Room was absolutely filthy, bathroom was disgusting, bed sheets had stains on them. There was never anybody at reception despite ringing the bell numerous times. To top it off, when we emailed to complain, we were told there’s nothing they can do about it unless raised with reception at the time - impossible as nobody was there! Do not book

Car park was packed when we arrived, managed to squeeze in but was not happy with the parking, I could have guaranteed my car would have been banged and scratched by the workman’s van I was next to…and yes it was Self check in, we had booked a twin or family room. So a double and a bed settee. There were no staff around. When we got to the room, the other bed was not made up and we needed towels, my son went down to reception and was given a pile of linen. I made the bed up but the duvet was far too small for the cover, but of a mess really. Bathroom, needed a good bleach, mildewy marks on the tap area of the shower. The shower in the bath is not good for people even with a small Mobility issue. Place is quite busy with work going on which can get noisy. Breakfast leave a lot to be desired, no GF options other than toast, in hindsight I should not have booked breakfast. Would I stay again, probably as it’s cheap for the area…

Grim! I would highly recommend going elswhere. I paid a stupidly inflated price for a night but i was pushed for time and thought ill just book it as premier inn is usually pretty decent, this place isn't. This place is tired, staff clearly fed up, bathroom in room was pretty disgusting very mouldy, blocked drain and just dirty not convinced it had been cleaned. The actual bed in the room was comfy, breakfast ok, other than that it was pretty dire, and a total rip off for the price paid.

Honestly the worst place I’ve stayed in. It’s clear that they are chronically understaffed and have managerial issues. We arrived to a room that smelt fusty, but I convinced myself it was the smell of cleaning fluid. The room was tired, stains on the sofa, cobwebs around the room, mould and hairs in the bathroom and part of a wall missing in the bathroom. We were so tired from an 8 hour drive that we just wanted to chill, so went to the restaurant for food. The girl serving us looked extremely unwell with a cold/flu, and was coughing continually. We felt really uncomfortable that someone clearly so poorly was at work, not least in a place that serves food and should be hygienic. Only a small part of the restaurant was open due to refurbishments, so we and other diners were all crammed in to a small area with the waitress wandering around coughing continually. Back to the room and we smelt the fusty smell again. It didn’t disappear for our whole stay. There was no window that would open so we turned on the air con, but that was noisy and just recirculated the same air. Our biggest gripe was with reception and housekeeping. We were there 4 nights and each morning asked reception if we could have a room clean (just fresh towels, toilet roll top up and bin emptied). We were told the first day that they were short staffed and may be unable to do it, annoying but okay. Day 2 came and we asked first thing in the morning again to be told “no problem”. Returned at 4:30pm to it not having been done, and a hoard of towels and toilet roll left at reception for people to “help themselves”. Very frustrating and felt like a complete lack of care. Day 3 and I complained at reception that we had asked for the last two days for someone to empty the bin and refresh the towels and toilet roll. I was assured it would be done. We returned at 1:30 and it hadn’t been done, so I went to reception again to be told the housekeepers were still working and they would ensure they came to our room. The woman on reception offered no apology and treated me like I was an inconvenience. We wanted to go back to our room to relax and have a snooze (I’d ran Loch Ness marathon the previous day so was exhausted) but felt I couldn’t sleep as I was waiting for housekeeping. We decided to call Customer Relations to raise a formal complaint as so far our stay had been rubbish, and we were unconvinced that we were ever going to get fresh towels, toilet roll and a clean bin. Customer relations were helpful and said they would call the hotel directly to try and relay their concerns about what we had told them and find a solution. They called us back 15 minutes later to say they themselves had been unable to reach the hotel via telephone despite several attempts, and that their only option now was to send an email. They said they would inform us when they got a response from the hotel. We haven’t heard from them since. As we left the room that night we found 2 small bin liners dumped outside our door. At first I thought it was rubbish but then realised it was their solution to the overflowing bin. Reception not there to complain to, so mentioned it the following morning to receive no apology and just “housekeeping said they’d been into the room” - they hadn’t. Breakfast each morning was poor. Not enough staff, some breakfast items unavailable and it was unclean to say the least. Will be following up with Customer Relations to ensure a formal complaint is submitted. At £200 a night we feel completely ripped off

A pretty grim experience. The cleaning of the room seemed to have been abandoned half way through- a cleaning cloth left, towels & loo roll not replenished. Staff were lovely in general & working hard but not enough of them, tables not cleared etc. The man greeting us for breakfast one morning was wearing a filthy top, he had probably been cooking in the kitchen. The whole place was dark and depressing.