Inverness West hotel

I have used this hotel for years and it was fantastic, after premier inn changed their restaurants from local pubs to only hotel in-house, this has changed the hotel drastically, yes you get the standard premier inn rooms, but the restaurant side is rubbish, very poor,☹️ the staff just ditter about and do the basics, no information about anything. Beefeater restaurant staff look like they have no interest.👎

Clearly highly understaffed and inadequately trained to boot, they’re doing their best against a bad backdrop. Poor quality food and non availability of food a big issue. Overall a poor experience.

Room was nice, big and clean, staff were all friendly. BUT temperature control in the room kept resetting itself so the room was always hot, shower tray is very slippery. The restaurant does not seem to be fully staffed and functioning. What the website and the hotel doesn't tell you is they can't sit all guests for dinner. We could not find any information about what time they were open, we were also not told they were only taking bookings and limited booking at that. We were luckily to get in on the first night as we were early but many people were turned away while we were eating. The restaurant isn't clean, at breakfast I had to remove about 8 plates from the "clean pile" to get a clean one. Generally very grubby, salt and pepper pots not refilled. Staff unable to make drinks that are on offer like cocktails at dinner. Seems very understaffed, everyone there was helpful and friendly but a little sign in the room saying the restaurant "doesn't look it's best" does not explain the situation fully. It's not fair to advertise as having a restaurant onsite when it's not capable of catering for all guests.

I would never stay at this Premier Inn ever again. The room we were given smelled terribly of damp, to the point where we asked to change rooms. Unfortunately no other rooms were available because the hotel was fully booked (ok understandable) so we then asked for a refund to go elsewhere. It took 40 minutes, and a huge amount of energy on our part to get past the nonsense response from the duty manager, before a refund could be authorised. We were told at the start of the conversation there was absolutely nothing that could be done, and a refund was out of the question, but amazingly we managed to get one! Other members of our party had to change rooms also for a sink plug that was jammed closed, and those who did stay the evening mentioned that breakfast was seriously lacking. All in all so far below the standard expected from a Premier Inn and seriously understaffed.

My wife and I were served by a personable and polite young man (Callum) who we would like to recognize. He is just the kind of person a company wants as its face to the customer. Thank you Callum snd good luck with your future endeavours. Craig and Donna (Canada)