Premier Inn Manchester - Heaton Park

Breakfast was stressful from the start. There were no glasses, cups, plates or milk, and guests were left trying to find the basics. The hot food was burnt and inedible. Around 60 people had to share one hot water machine, while the toaster took several minutes for each slice. The whole setup felt disorganised and poorly managed. The hotel also looked neglected. Reception floors were dirty, walls were scuffed, toilets unhygienic, and our room didn't seem properly cleaned. The communal areas fell below even basic housekeeping standards. We'd already had a terrible night, with banging, thudding and furniture being dragged around in the room above. We raised it, but nothing changed, and we left exhausted. For a brand promising a great night's sleep, that was a real letdown. The restaurant added another problem. We were encouraged to book and pay for a dinner deal after being given incorrect information about what it included. Only afterwards did we learn it wasn't as described. Staff seemed confused and out of their depth, and when we tried to sort it out, the manager was dismissive, defensive and rude. There was no apology or solution. The lack of care, cleanliness and organisation made this one of the worst hotel stays we've had. We wouldn't recommend it. One star feels generous.

We've stayed at this particular Premier Inn several times, and every visit has been great. Mary at the front desk always greets us with a smile and goes out of her way with our family. She chats with our son, asks about our plans and even gives us a warm hug. The rooms are tidy, fresh-smelling and clean, including the bathroom. We're very happy with our stays. Thanks to Mary, and thanks for having us.

The room was larger than I expected, and the bed was firm but comfortable. We slept decently, though there seemed to be a very loud guest above us, so light sleepers might want earplugs. For the price, I can live with the missing basics like bottled water and a mini fridge. I was in Manchester overnight for a gig, and the Irish woman at reception was lovely, a real credit to Premier Inn. The breakfast at the Beefeater next door was the letdown. The continental options were decent, but the hot food wasn't: the eggs weren't runny, the hash browns and black pudding fell apart when cut, and the bacon was a little undercooked. I probably wouldn't pay £11.99 per person for it again.

Mary at reception was so sweet and helpful when we needed a hand with our room keys. The restaurant was lovely and the food was great. Getting into town was easy too, with a bus taking about 20 odd minutes straight to Piccadilly Gardens, or the tram just a five-minute walk away. The rooms were super clean and accessible, and it was great quality for the money.