Premier Inn Bridgwater Gateway - M5 J24

We were left feeling that customer experience mattered less than policy after raising our concerns by email. Premier Inn accepted that the room preparation fell below its standards, but refused any goodwill gesture or compensation because we hadn't reported the problems during the stay. I understand the hotel says assistance was available, but what matters is whether it was realistically accessible when we needed it. We'd booked one night before important SEND assessments for our two young sons. After a 200-mile journey, we arrived at about 10:30pm and used the quick, straightforward self check-in. We didn't see any staff between checking in and reaching our room. The family room hadn't been prepared for four: only the double bed was made, while we had to make up the sofa bed and pull-out bed ourselves late at night. Bedding was in housekeeping bags under the bed; the pillows and duvets had no covers, one duvet seemed stained, and we didn't have enough towels or bedding. Nobody had a particularly good night's sleep before an important day. The room was generally clean, but the lack of preparation was unacceptable and made it seem basic housekeeping checks had been missed. Breakfast was average. The staff member greeting guests was friendly and helpful about our son's egg allergy, and explained that fresh food could be prepared if needed. Some items had run out or seemed to have been sitting for a while. We also overheard someone from the kitchen complaining that guests were taking too much food and stock was running low. What should have been a simple overnight stop became unnecessarily stressful. The issues were acknowledged, but the way the complaint was handled has us considering other options over Premier Inn in future.

The staff were amazing, with great service and were really good with the kids. The rooms were nice and very clean. I didn't think the food was great, though it's never great in places like this. A great hotel, and we'll 100% return.

I can't understand how this hotel gets more than two stars. The building is mostly what you'd expect, but the rooms are noisy, the air con is noisy, and the service is appalling. We waited two hours for a restaurant table when there were only eight people inside. Once seated, I waited 20 minutes just to order a drink, then 25 minutes for the dessert menu despite asking twice. It's the slowest and worst 'service' I've had in any hotel in any country. Premier Inn, please sort this place out. It's shocking.

There were staffing problems because there was no chef during my visit, so evening meal choices were limited. Breakfast was okay until the day the cook didn't turn up. One member of staff took it upon herself to do the best she could, and I think it went really well. I had cereal that morning. I'd stay at this location again.