Premier Inn Bath City Centre

For £149 a night, I'd expect the rooms to be in better shape. The room looked dirty, with stains all over, limescale around the taps, and towels that smelled clean but were stained and badly in need of replacement. I've stayed at Premier Inn before, though not for a while, and this was the worst one I've experienced. You now have to request room cleaning by noon the previous day. That's fair enough, but we had to ask for fresh towels. On our last day we requested a clean, and only one set of towels was left. There was no way to contact reception from the room, so I had to walk back to ask for more. The view was just a small car park covered in pigeon droppings, which we expected, but the windows should still be cleaned and the bird mess cleared. The hotel needs a complete overhaul. The receptionist was pleasant, but there are definitely better hotels for £150 a night.

For an affordable, comfortable room in the middle of Bath, the location is hard to beat. It feels part of the city, yet outside noise never bothered us. My partner and I slept really well in a very comfortable bed, and there was a little TV. The bathroom was alright, though the towels felt old and too scratchy. I'd stay in the room again. The breakfast was a different story. I believe the restaurant is separate from Premier Inn, but the food was terrible. I could barely eat it and still felt ill afterwards, as did my partner. I even went down to ask for a refund, and the manager was accommodating, so I can't fault her service. The menu listed all kinds of vegetarian options, but a woman barked at me, guessing I wanted a veggie sausage. Ten minutes later, two sausages arrived still in the old metal oven tray, clearly Linda MCartneys frozen ones. What a joke.

The bed was comfortable, the room quiet, and the staff were lovely. For the price, the room was okay, but the place needs a proper clean and refresh. The bathroom caulk was old, fraying and mouldy, the tile grout was yellow and dirty, and the skirting was peeling and damaged. The carpet was dirty and worn in our room and throughout the hotel. The lifts were grimy and weren't working very well.

The location is very nice and convenient, but I expected more from a hotel rated over four stars. I arrived around 8 p.m. and the first room had visible stains on the mattress and futon that looked a bit like vomit, plus cobwebs on the curtains. I told the receptionist, who moved me to another room. That one also had stains on the futon, a pillow with a bloodstain that looked like it could be from bedbugs, and very dusty-looking vents. Having dealt with bedbugs before, I wasn't willing to risk it. Neither room felt clean, so I checked out soon after arriving and asked the receptionist to cancel the room and refund me. He said his manager advised me to contact customer service in the morning for a full refund because it was late. I returned the key and booked at a much better hotel down the street. The email addresses the receptionist gave me bounced back. I followed the website's instructions and tried Premier Inn on Whatsapp, only to find they couldn't accept new chats. I don't know why Whatsapp is listed as a customer service option. I sent feedback through the website and got a reply several days later refusing a refund because I had supposedly stayed the night, even though I checked out shortly after checking in. I explained the situation by email, but a few days later got the same wording again. They didn't even add a subject line, it just said "(No subject)."