Newport Wales (M4, J24) hotel

We always choose to stay in Premier Inn as we usually have a great experience- sadly not the case this time! This particular Premier Inn has no self-check in facility and so you are forced to wait whilst the ONE member of staff deals with others- not ideal when you have travelled a long way with a young child. To top it off, our 3 year old daughter was desperate for the toilet and was unable to wait until the member of staff had finished dealing with the customer before us. As such, I politely asked for her to use the toilet that was just the other side of the corridor (within sight of the reception desk) to be told that she was not allowed to for security reasons. We were therefore told to go to the Beefeater across the car park or to McDonalds! Considering that this is a hotel chain that markets itself as catering to families, this really is appalling customer service. I appreciate that there are policies to adhere to, however discretion, compassion and common sense also need to be used. I must say that the staff member we dealt with showed very little empathy or understanding and in my view urgently requires retraining in how to deal with customers appropriately. To top it off, when we eventually got into our room, we turned on the fan (this particular hotel has no air con- we knew this and were fine with this) only for it to blow significant amounts of dust all over the double bed as it was absolutely filthy inside. I have allergies and asthma therefore this was really not safe for me to be breathing in. When my husband went down to reception to complain, he was told that the staff member could come and clean the fan and provide new bedding. There were apparently no other family rooms available so we accepted this as a solution. After waiting some time for the bedding to arrive, the offer of cleaning was not mentioned again and we were informed that the fan could not be changed as it was screwed to the wall. We were also expected to change the bedding ourselves, though the member of staff did do it for us when we expressed that this was unacceptable. Despite the bedding change, the dust has now exacerbated my allergies and we are now having to sleep in a room that is uncomfortably warm due to not being able to use the provided fan. Furthermore, there is a serious safety issue in the room as the thermostat has a missing battery cover, leaving an exposed battery within reach of our three year old. Upon expressing concern to the ONE staff member on site, part of the response given was “this is a budget hotel, I am paid minimum wage’. This is far from an appropriate attitude to have when dealing with paying customers and we have never encountered this in a premier inn before. Overall this experience falls well below the expected and promised standards of Premier Inn, Good night guarantee and Premier Inn Clean Protect. Unfortunately we are booked to to stay here for two nights and I am already dreading the second night. I would never stay here again.

Rooms nice and clean,comfy beds=good night sleep as they say.The customer services is definitely zero,very unfriendly staffs from the reception to the restaurant.went for our breakfast at 10 oclk as we had booked for last slot because of kids to have a little extra sleep.got there and left without being told its self service,waited at the table only to see people coming through with food from the other end.already wasted like 10 minutes.got to the food and by the time we sat down and start eating they were already clearing the food and putting them into the bin.mind you we had 2 toddlers to feed before ourselves.when one of the staffs approached he said hes putting all the food in the bin because time was up!Really!very rude as well.The manager managed to make some eggs and beans for us but to be honest this is a place to totally avoid unless you just walk in and straight go into your room without having to deal with this idiots.spoilt our holiday mood and my eldest daughter said she never thought Wales was that awful!

Stayed during the heatwave, rooms were very warm but the staff appeared to have done everything they can, curtains closed and I was able to get a sheet from reception rather than the thick duvet and the fan was really helpful seemed to be a different one from when I last stayed it was more powerful which was a god send, would be better if they were able to install air con.

We stayed two nights in a family room here. Do not stay here if it’s warm outside. We stayed last weekend, July 24-26. It’s not a heatwave currently, the outside temperature was nicely in the low 20’s, however the hotel is built to retain heat, it was unbearably hot the room, it did not go below 30 odd degrees. Freezing cold showers, filling the bath with cold water, propping the door open to the corridor to clear the air, leaving the fan constantly and the one in the bathroom, opening the windows though the night, keeping the curtains shut in the day ….literally none of this helped. We couldn’t sleep and Premier Inn have refused to compensate under their ‘Good night sleep guarantee’ scheme. They do provide a powerful fan, sheets instead of duvets but the windows do not fully open and it’s ridiculously hot. You’ve been warned…. Do Not stay here in the summer.

I booked an accessible room in September 2025, for a stay in July 2026, only to be informed the day before that there was no accessible room available, not even a room with a walk in shower. Mind you, they didn’t get in touch with me to say this, I phoned them to double check because the same thing happened in July 2025 when I stayed in another Premier Inn close by. Both times, my disabled booking was changed to a “standard” booking with no notice or communication. Customer service said there was nothing they could do to put it right. I’m unhappy because I will have to attend a 3 day convention, in a heatwave, with no access to a shower. I won’t be staying here again.