Premier Inn Trowbridge

Room is clean and staff are friendly

We come for breakfast in the mornings and its worth the money. Sophia was very helpful and great to speak with. The rest of the staff were also good. Thank you

Had an excellent stay! Room very nice! Was greeted by bai and tom who helped us check in via the screens! Sunday morning had breakfast which was excellent was met by tess who was very polite and kept up with demand during the busy part There was no plates so asked sophia who went and got us some! The chefs tom and Eric were very welcoming and were keeping the food stock up. There was another staff member who was very busy and kept smiling during high demand I think his name was also eric. You have an excellent team working here! Welldone! I will be staying here again and recommend anyone else to stay here aswell!

Our stay here was lovely, on arrival we were met by Bai who was lovely, calm and helpful, she helped me with the booking in system and included our granddaughter who wanted to help at every stage. when we came down for dinner she was there and made sure our granddaughter got her dinner as she was hungry also giving her lots of colouring in to do. Bai was there every evening and made sure we were all ok and had what we had ordered . she's a great asset to the organisation I wish all staff at all hotels were like her.

Amazing customer service from the Duty Manager, Nat. She was very polite, professional, and provided outstanding service. I also noticed her training another lady, who I believe was from another hotel. It was great to see how patient, supportive, and encouraging she was throughout the training. She was always smiling and made the whole experience look effortless. A fantastic example of excellent customer service and leadership. 5*****

I’ve been extremely impressed with their excellent customer customer service from Natalie- her diligence and attention to detail is exceptional- there have been numerous occasions where things outside of her control have gone wrong (room cleaning not being added to rota/ power cut causing water to run cold ) and she has addressed all issues quickly and efficiently, Aggie has also performed excellent room cleaning and my room has been spotless every time. Thank you to both of these very hard working members of staff

Our family arrived at Premier Inn Trowbridge on 24 July to find the hotel unable to check guests in due to a power failure and fire. While these events were outside the hotel's control, what followed was extremely disappointing. Staff admitted there was no contingency plan and offered no meaningful assistance in finding alternative accommodation, despite knowing we were travelling with three young children, including my grandson who has Down's syndrome. We were told we would receive a refund but would have to make our own arrangements. Even after contacting head office, no practical help was offered. With nowhere to stay, we had no option but to drive three hours home late at night, causing significant distress and exhaustion for the whole family. The most disappointing aspect was not the emergency itself, but Premier Inn's complete lack of preparedness, poor communication, and failure to support vulnerable guests during a difficult situation. Weeks later, we are still waiting for our refund and a resolution to our complaint, with no clear timescale provided. This experience has seriously damaged my confidence in Premier Inn, and I hope the company reviews its emergency procedures so that no other family is treated this way.

Vicky the duty manager was very helpful and accommodating. I was very pleased with the service I received. It is in a great location

The electricity failed in the hotel and we were told to leave at 9:30 pm. I understand that sometimes things like this happen, but no alternative accomodation was arranged, and we were left trying to find something at a late hour on Friday evening. I don't blame the staff at the hotel, who were coping with the situation as best they could, but Premier Inn HQ could have stepped in to help arrange alternative accomodation. They didn't. And what's more, I had to phone up the next week to arrange a refund, which took 4 days to arrive, and no compensation for the disruption was made.