Inverness West hotel

On arrival, the self check-in machines weren’t working, and there was no one at reception, so my husband had to go and find a staff member. Both the corridor and the bedroom had a stale food smell, the hand soap had run out and the room itself was tired and run-down. The only saving grace was the comfortable bed. Breakfast was a particularly poor experience. Nobody greeted us on arrival, and we had to find someone to get a table. There were no tables ready so the waitress had to clean one while we waited. Many items had run out and took a long time to be replenished - when they finally were, they disappeared almost instantly due to the number of people waiting. The hot food was cold, and the overall atmosphere was chaotic with visibly disappointed guests. There was only one chef and one member of floor staff trying to manage a busy breakfast service. To their credit, both were doing their best. The chef, despite clearly being overwhelmed, managed to stay personable and polite, whilst the waitress - understandably - seemed completely fed up. We usually choose Premier Inns because they’re consistent and reliable - you know what to expect. Unfortunately, this stay fell well short of brand standards and expectations. Note to management - focus on service. If the service was excellent, everything else would have been forgivable. But service can only be excellent if you have enough staff - or managers who will step in and support their team when they are overwhelmed.

Disgraceful. The polar opposite of previous Premier Inn experiences. Mouldy parts on shower, scummy accumulation around the soap, huge stain on the carpet as you walked down the corridor. Very understaffed as a result very poor service. No cook breakfast, continental option was basically just toast. Someone smoking drugs by the service door, not what I want for my family, neither was the strange man wandering the corridors at night. No refund as it stands which again is poor. I agree with the man and his family who were behind me as I aired my issues to the member of staff who actually rocked up to work, worst Premier Inn ever

Service in restaurant terrible. Finished my food woman cleared table got handed bill told pay at bar when ready by blond haired woman with glasses. Never got offered dessert or another drink. I sat for 20 minutes no one came near me. When waiting she started having a fight across the restaurant with the chef. I spoke man behind the bar he apologised. I sat out side picnic tables and when walking in her and other staff were sitting outside the door she gave the stare of death and then started bitching to her work colleges about me. Went breakfast seen sign continental breakfast only. Went in asked about refund as had prepaid. Was told be done manually. Was no pastries or buns staff member said night staff cook them they cant use oven cook more. Wasnt even 9am. Spoke staff at reception told im just house keeper sorry and need speak guest relations and handed me a card for tell us what you think. There was a hand written sign at reception saying due staff sortages your room not be cleaned today. Other guests complained that the night staff was listening against peoples doors for noise. Carpets in corridors and bedrooms had not been hoovered

Don’t bother for breakfast. On arrival at the restaurant after paying in advance we were told it was continental only. No pastures and they don’t do cheeses or hams. So it constituted cereals (with the berries run out) and toast. That was it. I am told by Justyna that a full refund will be made. Not holding my breath. A shame as the room was cool. Just a poor breakfast experience to sour the stay that was the most expensive of our Highland Tour. Much cheaper independent hotels gave better value. Lesson learned

Great location, convenient for the city centre and travelling west and North Rooms are clean as usual, the bed is comfy and bathroom very well laid out