Extremely disappointing and distressing stay. The television in my parents’ room was broken and could not be fixed during the stay. This became a bigger issue as my mother was unwell and had to remain in the room all weekend, leaving her with no form of entertainment. More concerning, however, was the complete lack of guest safety and response from staff. My mother was repeatedly targeted by a group of teenagers banging aggressively on her hotel room door late in the evening. This happened multiple times, even after she shouted for them to stop. Due to a previous traumatic experience, this left her absolutely terrified and in tears, fearing they might try to break in. When we arrived to help, the corridor was in a shocking state - food wrappers and condiments thrown down everywhere. It was clear there had been ongoing disruption, yet no staff were present. We reported the issue to reception and the manager twice, but the response was extremely poor. We were told there was no CCTV due to GDPR, and no one came to the floor to investigate, monitor the situation, or even check on my mother’s wellbeing. No reassurance was offered, and the situation was not properly handled. Access to the floor is via key card, so it is obvious those responsible were other guests. Despite this, no meaningful action was taken to address the behaviour or prevent it from continuing. This experience left my mother feeling unsafe in what should have been a secure environment, and the lack of care and urgency from staff was deeply disappointing. This is not the standard we expect from Premier Inn, and it has seriously affected our confidence in staying with them again. I would not recommend this hotel based on our experience.
