Quiet Place to Relax

My partner and I chose Premier Inn for a birthday getaway, but finding mould on a spare pillow in our room was disgusting. When we told reception, the staff member was rude, dismissive and completely unprofessional. She first said it was “just dust” and tried to wipe it off in front of us. It smeared into a green streak, making it obvious it was mould. She then quickly hid the pillow behind reception instead of properly dealing with it or apologising. Reporting a serious hygiene problem made us feel like we were being a nuisance. After we got home, I made a formal complaint to Premier Inn customer services. They said the matter was “resolved” because the pillow had been replaced. Replacing it doesn't change that a mouldy pillow should never have been in a guest room, or excuse the staff member's appalling attitude. The hygiene standards, lack of accountability and customer care were shocking. It ruined what was meant to be a special birthday trip. I'll never stay at a Premier Inn again, and would strongly advise others to think twice before booking.

We had a great stay, and I'd definitely come back. The room was excellent, and the check-in staff were really helpful. It's close to the best local attractions, including the RSC, and not a long walk from the station. There's a reasonably priced bar and restaurant too. My only criticism is that the lift from the ground floor to reception is very slow. There are internal stairs on level one, but there is a lift.

We had a delightful family stay. The rooms were VERY spacious and had lovely big bathrooms, and the staff were kind and helpful when we arrived. Breakfast was impeccable for our vegan family, with lots of food the kids would eat. The location right in the centre of stratford was amazing. Honestly, for a premier inn I was blown away. They should be proud 👏

The room itself was very good, and the location near shops and restaurants worked well. Breakfast was okay, though there was no black pudding and the toasters weren't working, so the chef had to use the grill. The bigger problem was our lower-ground-floor room, despite having booked months ahead. It was a long way from reception with stairs in both directions, and neither of the two lifts worked. That made getting to breakfast and leaving the hotel a lengthy trek, and it would be difficult for anyone with mobility issues.