I stayed last weekend and am currently trying to check in for this weekend. Last weekend no one was at the desk for nearly 15mins when I arrived at 10pm. Someone from the Beefeater adjacent had to find someone for me. The bell at reception did not work. My booking for 2 Nights last week was only held for one night and I had to reactivate my key card for the second night. Now, having arrived just after 8pm (it is now 8.26) I still do not have a room despite having a reference number and an email. The room was booked in someone else’s name and last week that name was changed to mine. I gave my name initially and then, once I found the email that was forwarded onto me with the booking reference, I explained to the desk person that it may be in the other persons name. I gave them the reference AND my phone so they could see the email and the name of the booker etc. This seemed baffling to them and after many minutes of silence I asked, exasperated, to be put into a room as after a 3 hr drive I just wanted to get settled. I cannot understand why checking into this premier inn in both weekends has been challenging and problematic. I often stay in Premier inns around the country and these are often booked by other people and the check in is smooth and welcoming. To top things off, having now arrived in my room, it’s is freezing at 13.5 degrees! Really the poorest of experiences.
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