Premier Inn Perth City Centre

I left with a big smile. As an older person with mobility problems, I found the layout reassuringly easy to manage: the hotel, room and bathroom all had step-free access, and the room was spacious, quiet and warm. The bathroom door slides open, with a wide entrance like the room itself. There are safety buttons and pull cords by the bed, shower and WC, and grab handles beside the sink, shower and WC. There’s no step into the shower, either. For anyone like me hoping for an easy stay and a simple tour, I’d choose the Premier Inn in Perth. It’s in a lovely part of the city, close to shopping streets, museums and restaurants.

The heating in my room didn’t work, and I was too cold to sleep. Breakfast was cold as well. With a chef there, I can’t see why the food temperature wasn’t checked. I’m going to do something I rarely do and make a formal complaint. I won’t be back.

My girlfriend and I have usually chosen Premier Inn first because few hotel chains offer as many accessible rooms, and staff at other locations have been fantastic. After our stay at the Perth Premier Inn, we’ll think twice. I had a hospital procedure at PRI on Monday, so my partner, my mother and I booked two adjoining rooms for Sunday and Monday night and needed to be settled in by 6 pm Sunday. We arrived five minutes before 3 pm. The person at reception was rushing between the kiosks to tell guests their rooms weren’t ready. That was understandable, and after waiting while more people checked in, we eventually got our keys. But our rooms weren’t adjoining or even on the same floor. The accessible room also had a bath instead of the wet room I needed. We had specifically requested a wet room several times by phone when booking and checked again more than once before arrival. The associate, Andrew, was aggressive and rude. He said we hadn’t made the request, accused us of lying, and was so sexist that another guest stepped in to challenge him. Fortunately, the kind couple who intervened were able to swap rooms with us. The accessible room they’d been given didn’t suit their needs either, and we managed to record the interaction. When we contacted Customer Service, they wouldn’t listen to the recording and treated Andrew’s account as fact. After a long discussion, the representative agreed to a partial refund, but was dismissive and wouldn’t review our other evidence. This treatment has left us extremely nervous about staying at Premier Inn again. It’s a shame, because we’ve recommended them to everyone.

We work in the theatre industry and spend more than half the year in Premier Inns. The Perth team stands out: lots of small touches made us feel welcome and valued. I wish every hotel had staff this good.