Premier Inn Trowbridge

The staff were really helpful, and parking was free once I gave reception my registration number. There were plenty of nearby places to eat if you didn't want to go far. My room had most of what I needed, including an accessible bath, which mattered for this visit. Irons were available on request, and complimentary Bayliss and Harding's hand and body wash were provided. The bed was huge and very comfortable, and the room was nice and quiet, though much too hot even with the air conditioning on. Breakfast had a good range, including veggie bacon and sausages, and everything was cooked perfectly.

The staff at the Trowbridge Premier Inn were so kind when my son lost his teddy, which he's had since he was a baby. They found it and posted it back to us. We're all very grateful. The hotel worked perfectly for our day trip to Bath, with restaurants, a cinema and a couple of supermarkets nearby. Parking wasn't always easy, but staff pointed out somewhere we could wait until a space by the hotel opened up. Thank you!

The worst part of breakfast was that the hot dishes were only lukewarm, even though someone had asked when I'd be coming down. The fried eggs had hard yolks, the bacon was like cardboard, and the hash browns were dry and overcooked. It was the worst Premier Inn breakfast I can remember. I wish I'd saved my money and gone to Greggs around the corner. Even finding milk for tea was a nuisance. There was none by the hot water or coffee machines, and I eventually found some by the fruit and cereal without any label saying if it was skimmed, semi-skimmed or full fat. The bathroom smelled strongly of stagnant water, though I couldn't tell whether it was the sink or the toilet. It made me feel sick when I washed my hands or brushed my teeth. I was too tired to complain and ask for another room. The shower curtain seemed too short and didn't use all the hooks, so I had to keep checking that I wasn't spraying water across the bathroom floor. The lighting in my room badly needs upgrading. The right bedside lamp didn't work, the left one flickered too much to use, and a light reflected in the TV screen. After a hard day at work, I just wanted to get to my room, but check-in was already a hassle. The reception sign was small and said to go to the first floor. I climbed three flights of stairs, went around a few corners wondering if I was going the right way, and eventually found the desk. The staff tried to check me in, but the system had problems and I was sent to the self-service machines. I'm no technophobe, but still needed their help to get through it. Checking out wasn't straightforward either. I took the lift to the ground floor, then had to go back up to the first floor to drop off the key. I've stayed at lots of Premier Inns, but I don't think I'll return to this one. I'll look for somewhere else locally. It feels as if the chain knows it's the only hotel in the area and is making money from a captive market.

Natalie and Sarah handled a delicate situation with real care and compassion. The issue had nothing to do with them, yet the team worked hard to find a solution, showing competence, flexibility and genuine concern. I’m extremely grateful. They deserve recognition from head office for how well they dealt with it.