Inverness West hotel

I just arrived at the hotel, and unfortunately, I didn't have a friendly receptionist. When I got to my room, the lights were on and the TV was on, as if someone had just left. The bathroom is handicapped accessible (which is very positive for people with disabilities), but in my case, there are no long curtains, water splashes all over the bathroom, and the discomfort of not even having a bathtub. I asked the receptionist for help, and she said that was it. She was curt and inattentive, and didn't even try to help. We asked for help with dinner, since the receptionist informed us that there were no opening hours at the local restaurant, and they simply said they couldn't help. After hours of travel, what we expected was warm and understanding service. Free Wi-Fi, only WhatsApp, everything blocked. If you want WiFi, you have to pay extra fee.

After much stress and aggravation I have finally arrived to try and have a relaxing break in Inverness with my disabled wife. On 30th August 2025 I booked an accessible wet room at Premier Inn Inverness West as below (under this complaint). Last night at 2050 I received another confirmation email the same as below but the room had been changed to Double and not Accessible Wet Room. I tried for 2 hours to contact the hotel by phone but no one was answering my calls. I sent an urgent email to the hotel before going to bed but like the phone calls there was no response. I retried contacting the hotel again this morning on several occasions but no one was answering the phone. I contacted Premier Inn Central booking by phone but they could not resolve the issue and transferred me to the accessible team. The guy who answered the phone was constantly breaking up and I could not understand anything he was saying. I tried the hotel number Again but no answer. I re called the accessible team and spoke with Lana who was very helpful and understanding and did eventually manage to get my accessible room booked. She seemed to think there was a flooding incident or something at the hotel. I left to take the 4 plus hour drive to Inverness and finally got checked in at 1800. My wife was extremely stressed and tired so I tried to get an early dinner booking but this was not possible due to staff shortage. So she's away to bed to de stress on an empty stomach. On checking into the room it was inadequately prepared. TV remote not working (I fitted new batteries), only 1 bath towel rather than 2 and no hand towels. There was no extra pillows either but I did manage to get this resolved by the receptionist. I also asked the receptionist about the issue with my booking, she said it was always an accessible room that was booked so I am unsure why I would receive a booking confirmation for a double room. There was also no issue she knew about with the hotel. This has been the worst experience ever with Premier Inn over the many years I have used them. This is my third visit to a UK Premier Inn this year and could well be my last due to this appalling service. Whilst I accept issues can occur, it is imperative that staff at the hotel are on post to respond to booked guests. My travel was delayed because I need assurance that the room meets with the needs of my disabled wife before I travel a long distance as I cannot risk getting to my destination without such assurance. Wet room didn't drain properly after use TV kept switching off and on Grill in Restaurant didn't work Chicken curry was awful

We stayed one night and chose this hotel due to location which did not disappoint however the cleanliness left a lot to be desired. The hotel itself is looking tired and could be doing with a freshen up but the standard of cleaning was poor in the corridor's and in the rooms. The smell of dampness hits you as soon as you enter the corridor and the carpets needed a good vacuum. It was evident that the surfaces in the rooms had not been cleaned, splashes on walls not wiped, and carpet not vacuumed. Would not come back. Staff is bar friendly and helpful.

I stayed here recently and was genuinely impressed by the warmth of the welcome. Staff were friendly and attentive. The bed was extremely comfortable, and the bathroom was fairly good overall, though some areas could benefit from deeper cleaning, especially beneath the toiletry holder in the shower and along the bottom of the shower screen. Unfortunately, the Wi-Fi was very poor during my stay, which made it difficult to stay connected. More concerning were the restaurant toilet facilities (Ladies), which were dirty and had a persistent unpleasant smell, which this really detracted from the overall experience. With improvements to cleanliness in both private and shared areas, and a reliable internet connection, this hotel could offer a consistently high-quality stay. The hospitality and comfort were definite strengths, but attention to detail in maintenance and hygiene is needed.

Truly appalling - apparently had a leaking roof this week. But looking at the outside there is evidence of unhealthy damp on all vent areas. Room on 3rd floor was unusable because of stink of damp and rotting. I have been moved to ground floor and room OK If you are looking at this expecting a Premier Inn experience I'd strongly recommend looking elsewhere. Restaurant has next to nobody in it but staff shortages mean that barely any booking available.