Premier Inn Ayr A77/Racecourse

On my second visit this week, I booked a table for 8.00pm, but after checking in at the restaurant podium I was sent to wait at the bar. By 8.30, guests who came down after me had been seated, while I was still waiting. When I complained, the staff's reaction made it obvious the waitress had forgotten me. I'm now eating at the nearby KFC at my own expense, and I won't come back to this Premier Inn if I can help it. Bring a packed lunch if you stay here. The restaurant service has been the worst I've experienced at any Premier Inn, despite staying with the company all over the UK for work. On my first night last week, I was seated at 8.00pm and the food didn't arrive until just before 8.45. I was close to walking out. The next night I skipped the restaurant and got a Chinese takeaway, even though work had paid for a meal deal. This week the first night's meal was fine, but tonight's booking turned into another long wait.

I won't be coming back. I was booked in for three work nights, with my company paying for the stay and a prepaid breakfast and dinner deal. Thankfully I hadn't paid myself. The first evening, restaurant staff were unfriendly from the start. After my main course, nobody came back to ask about pudding or anything else, though I was on the meal deal. I waited a while, then gave up and went to my room. Soon after, a receipt was pushed under my door for a meal that was already prepaid. In the morning I raised it with reception. A manager apologised and said, “I've told them not to do that.” I only wanted reassurance that my booking showed the meal deal, which it did. The second night was worse. I arrived at 7pm and was seated, then ignored for 15-20 minutes while other diners were asked about drinks. I ordered a house white wine, iced water and food. The couple next to me ordered another drink after me and got theirs first. I had to stop a staff member to ask about my drinks. The wine eventually came, but no water, and it was slammed on the table before the staff member hurried off. My food came after 50 minutes. I'd ordered a coated chicken breast with coleslaw and chips, asking for side salad instead of a bread bun. It arrived in a bun. They took it away and brought it back a few minutes later without the bun. While eating, I felt that the chicken was stone cold, chilled to the touch, not just lukewarm. I showed a staff member by pressing my finger on it. She asked if I wanted another one. I was hungry, so I declined, handed her the chicken wrapped in a napkin and asked her to tell the chef. Across both evenings, the three female staff members came across as abrupt, stressed and uninterested in customer service. I also heard other guests complain about missing drinks and poor food, including hardly any chicken in a sweet and sour dish. It felt like a management or staffing problem, possibly poor training, serious understaffing, or both. Speed-walking around and speaking sharply to guests isn't acceptable. What a joke of a place.

My room was nice and cozy, and the staff were wonderful and happy to help with questions. The menu was decent, and the car park had plenty of space. The location is perfect. The purple bathroom light was unusual, since I don't see that at most Premier Inn sites.

We stayed for a wedding and had a Premier Plus room with a fridge, which was handy for the wedding drinks. It's an okay hotel and a good base for an event. We couldn't eat in the restaurant because we hadn't booked. They said a table wouldn't be available until late, although there were empty tables. They did point us to GRO across the road, which was a decent restaurant.