Premier Inn Plymouth City Centre Derry's Cross Hotel

The whole extra-night mix-up was confusing and frustrating, and we ended up going home instead of staying. We wanted to go shopping, but stayed in the room until noon because we worried it wouldn't be kept for us, or someone might enter while our belongings were inside. Later, housekeeping tried the door around 2pm while we were in the room. If we hadn't locked it from inside, she could have walked in on us, and if we'd been out, our things would have been accessible. The lady hadn't told housekeeping about the extra night. It started when we called reception to ask about extending our stay. We were told to book another night online, then come down and they'd add it to our room. After we booked, my partner went to reception, but a rude woman cut him off and said check-in was at 12. I called back to clarify that we didn't want to stay in the room until 12, but wanted to go shopping and were worried they'd let the room to someone else if we left it too late. She kept repeating that check-in was at 12, saying that wasn't what my partner had been told and not listening or explaining. Eventually she said to come down before 12 and they'd note it and check us in at 12, which could have been done on the phone or during my partner's first visit. The desk gentleman had barely spoken to us at check-in and wore an AirPod the whole time. My partner thinks the rude woman was the manager, which doesn't give much hope for better service. Being treated like that ruined the stay and made us want to leave. There are other hotels nearby, including other Premier Inns, and I'd recommend looking elsewhere.

We had our first stay at a Premier Inn for a show at Theatre Royal, and what a find. It's right opposite the theatre, and our room, 108, was spotless. The receptionist gave us a lovely welcome, and the shower was hot with big bath sheets. Breakfast had lots of choice and was lovely. We've booked another show and are arranging another stay. Thanks to Leo and Rinson on the night shift, who were still there smiling in the morning, and to Nicola for cooking breakfast. See you soon. Kind regards, Karen and Lorraine Dean xx. The photo is of our room, taken from the theatre.

My partner and I stayed in room 409 on the top floor for one night on 7 February. The staff were friendly and helpful, but we both slept very badly and came down late for breakfast, at 10.50. Although weekend breakfast was meant to run until 11am, we were told it had finished and could only have tea or coffee. My partner was upset and angry, and I felt the same. We both have disability issues, and my partner can't walk quickly, so the situation ruined our night away. Disabled parking is poor too.

The room was lovely, with a fantastic shower and strong water pressure. Dinner let the stay down. The Christmas food was advertised, but the ingredients hadn't been delivered, so it wasn't available, and many dessert choices were missing too. My calamari starter was very nice. For the main I had chicken covered in cheese, with bacon, salad, and chips.