Premier Inn Cheltenham North West

Reception manned by Fay & Spencer friendly and helpful. Arranged meal booking.
The room was ready, clean and well presented as was the rest of the hotel.
Heating worked which is always encouraging in November.
Went into restaurant an hour or two later to be met by – Fay & Spencer – who are now doing meet and greet at the restaurant, taking orders and serving meals and drinks. Rumour has it there might be another member of staff in the kitchen.
Back to room after meal and room key not working.
Put out a call for assistance and here comes Fay.
Here is a situation where these guys and girls are doing their best and do not stand a chance. On top of this they had to handle grumpy customers who were not getting served fast enough.
Come on Premier – your staff deserve more support than this – there were way too many customers for this small team to manage no matter how hard they worked.
Give these folks recognition or we recommend they take an Accor franchise where their efforts would be properly rewarded.
Just to cap it all there was no Breakfast Restaurant in the morning due to a power failure. I bet if we waited long enough Fay & Spencer would have turned up in their Electricians overalls.
Staff 5 Stars, Premier 0 stars, average 3 stars

Great staff, welcoming and friendly, always happy to help. I have enjoyed the stay and have booked the second week that I need in order to reach work at this Premier Inn as well.

Premier Inn group has seriously been going down hill recently, nearly all I've visited lately have had serious understaffing issues and definitely a low standard of customer service (but that's getting the norm.in the UK right?). The staff at this location was chronically understaffed, however all went above and beyond and I praise them for that, well done guys! The obvious manager was the only downside to the team (gobs..t).
Unfortunately that's my only praise, the rooms are dated, the bathrooms not of good standard (my room stank of foul drains, even after reporting and asking for maintenance to have a look) and the beds looked like they were falling apart. Saying that I did have a great sleep over my time there. The food menu options are small, and the varying one chef over numerous days managed to make worse food and smaller portions as time went on. I mean 4 small crispy prawns for starters - definitely smaller portions than other premier inns (see main meal pic attached to make your own mind up). When asked how my food was, I replied not great and the portions are small, that was replied by staff saying "well you've got the meal deal". Yes a £27 for a meal deal, I would have done better with a Tesco meal deal! As usual there were items unavailable from the menu like other sites. I think Whitbread has got too big for its boots and charging approx £120 a night for what honestly is budget service, is not acceptable anymore. Only business staff with no option seem to stay these days, shame as once they were competitive and of good quality.

Menu as poor as the service. Young lady behind bar could not give a monkeys, menu extremely limited. Meal deal waste of time, no choice, burger or curry!!

This is the worst Premier Inn I have stayed in and I've stayed in a lot as I travel for work.
The Premier Inn is tired and dated but the Worst part is the restaurant attached to it.
I was in restaurant from 5.45pm to 7.30pm and all they managed to serve me was a starter. People who came in after me were getting their food before me so in the end I walked out before I lost my temper. The breakfast was no better as apparently they open at 6.30am but this doesn't mean the hot food is ready, Again I had to walk out before my hot breakfast was served as I'd waited 40 minutes for it but it never arrived so I had to leave for work. Continental breakfast was poor.
Do Not waste money in buying a meal deal from this Premier Inn as a complete waste of money and time.

I can’t thank the team enough, especially Annabel who truly went above and beyond. I broke down in their car park and she was absolutely wonderful, making sure I was okay, offering me coffee, and looking after me while I waited for help to arrive. You really couldn’t ask for better service or kinder people.

Breaking down isn’t something I’d recommend, but if it happens, you couldn’t be in better hands! Thank you again to Annabel and the team for turning a stressful situation into a much more bearable one.

Externally this looks to be a run down and poor Premier inn which is so wrong.
One of the best Premier inn we have stayed at with really friendly and helpful team.
Room clean and well mainrained 116 and modern finishes.
Some black mold in bathroom but otherwise clean and well mainrained.. Nice big bath which was a bonus.
Location is remote to Cheltenham but only 10 minute drive.

Rooms ok but hotel looking a little tired. Bathroom a bit small. It was noisy and you can hear others tv's. The biggest disappointment was the options on the evening meal!! There were 2 curry's a couple of pizzas, infact there was nothing we could/wanted to actually eat!! You lost out on 6 meals on our stay! Don't pay for the meal deal until you check this out. Not the menu on the website. Breakfast cooked to order and continental was ok. Toaster took forever and then not toasted much. Yogurt very sour.

Decided to come out for breakfast with my friend. Was lovely and fresh and got served by the lovely Dawn and annabel. They looked after us and nothing was too much trouble.

Nice room very warm & comfortable bed. Great wet room. Good location. Nice staff. Dawn was very helpful. Was given exactly what I asked for for breakfast & cooked how I asked for. Well done.

Booked a 3 night stay at a late stage and seeing what was available, we selected this Premier Inn as the location was ideal. As we had stayed in Premier Inns in the past we knew what to expect. We were pleasantly suprised as it was more enjoyable than usual mainly due to to friendly and helpful staff, in particular, Dawn who served our breakfast every morning with a cheery smile. Our room was very clean, quiet and our request for extra pillows were provided with a smile. The food was wholesome and good and not too pricey. The only slight drawback was the internet which can be slow at peak times but if it had been essential we would have upgraded to Premium @ £5 per day. Parking and access to main routes was great so all in all a very enjoyable experience.

I reserved a twin accessible room for 24th May at this Hotel. I had a call a female from the Hotel the day before to confirm that my room would not be accessible but would still be a twin room on the ground floor. I accepted this. On the evening of 24th when my son and I went to check in, we were asked to wait by Hassan and then informed there was no room available. The fact I had a reservation meant nothing. We were also told there was no availability in the region in alternative Premier Inns. We ended up having to drive back to Bedfordshire, adding 2.5 hours onto our already tiring day and put me in a dangerous position. So much for the Hotels Duty of Care to their guests. My money was refunded shortly after but my formal complaint was not answered directly by the hotel and my follow up complaint via the website form and email to Guest relations was also ignored. I did make a further call today to Guest Relations and spoke with Shutie but got absolutely no joy in terms of goodwill or compensation. I did request their response in writing and got an email with their stance.
The bottom line is that I would no longer recommend using Premier Inns for accommodation as they cannot be relied on to keep your reservation. Furthermore they are in breach of contract and are not adhering to the Consumer Rights Act of 2015 by not providing services with reasonable care and skill. When I reserved the room and received an email confirmation that it was indeed booked, that is legally a contract.

We use this hotel on a regular basis, and it's safe to say that over the years the general state of upkeep is pretty grim.

Premier inn is our go to chain for regular travel across the country, but this particular hotel falls far short of the standard we have become used to.

Mouldy bathrooms, swollen doors that need slamming to shut, net curtains not fit for purpose, holes in curtains, disgusting amounts of dust and debris around the bed. Dirty fittings..

This is NOT a reflection on staff who were friendly and great ambassadors for the brand.

I don't know if there are plans to update this hotel but it's in dire need.

Premier Inn has the wrong name for sure, should drop the premier, nothing premier about our stay or rest easy. Excessively hot room with no method of cooling, no cooked breakfast as expected and continental alternative very poor. Couldn't wait to leave!

The hotel is located on the outskirts of town, and both the interior and exterior spaces aren't the cleanest. Furthermore, the advertised and available rooms aren't as pictured on the website. An unsatisfactory experience.

Very Good Value for money. It is A Travel lodge not a hotel but the rooms was very clean , Staff very pleasant and helpful . Was nice to have large range of shops within walking distance ( Lidl Sainsbury etc ) besides the retail park.
Car park is monitored by cctv 24/7 adding to the piece of mind.

We are regular users of Premier Inn as we know what to expect. This one was awful. We booked knowing there was no air conditioning but this has never been an issue previously. Both rooms on the wing we stayed were 28c on arrival, despite a cool day outside. Windows only opened a fraction. Hotel next to a busy dual carriageway so noise with window open (which was a necessity given the room temp) was awful. Minimal sleep despite all of us taking cold showers before bed. Woke up and was bitten by some kind of insect. Reported to receptionists who were lovely- they admitted the end of the hotel we were on was really hot- we noticed as we walked back to reception that even the corridor closer to reception was significantly cooler to the end we were. Gave number to contact Guest relations.
Breakfast was not up to PI standards. Limited staff meant we had to wait to be greeted. The continental selection was not topped up regularly and much was empty. Hot food was cooked fresh but the one waitress did warn everyone there would be a delay as they had 'issues" in the kitchen. Table was wiped when we were seated but had a sticky residue on and probably needed a deep clean.
Rang Guest Relations when I got home on the number given. Explained concerns. The lady was dismissive and entirely rude- said I had chosen to book a non air conditioned hotel, which is true, but she did not seem to recognise that our experience was not what we expect from PI. Very very disappointed- fobbed off. I could not recommend this hotel to anyone- especially younger or elderly guests where the rooms we stayed in did not appear to be at a safe temperature.

Everything was run down. Do not visit in warm weather as the place has no air con. The fan we were given was rubbish and the room was boiling all night. The shower also wasn’t working properly.

Utterly miserable experience. The room was unbearably hot all night. The window only opened a crack (by design) and a noisy but ineffective fan was provided. I didn’t sleep at all and was feeling really unwell due to the heat. In the early hours I decided to eat a chocolate bar to relieve the misery, it was so hot the chocolate had partially melted. And this wasn’t even a particularly hot summer’s day. I’d have honestly got more rest if I’d slept rough.

£200 for the night due perhaps due to temporary local high demand. Grubby seemingly uncared for exterior, black mold on window frames, dust on skirting boards, no water glasses, insufficient towels for number of guests, weak aircon. Overall, gives a poor impression, no longer Premier in any sense of the word.
Staff friendly and helpful, bed good. Good access to major roads.