Premier Inn Manchester - Handforth

The rooms were cold, damp-smelling, and one had a thermostat that kept beeping. We eventually got the radiator working in the other room, but spent the night freezing and without sleep. When we raised it the next morning, the receptionist wouldn't come see the faulty thermostat. She gave me a guest relations card and said to report it within seven days. We'd had enough, so we left four hours early. We only ended up here because we needed somewhere at short notice while visiting a very sick relative. We arrived late to find the hotel locked. The night buzzer didn't work, and nobody heard us knocking. After ten minutes calling an automated line, we were redirected to reception. Nobody picked up, though someone eventually looked out from a back office and let us in. It looked like they had been watching TV instead of staffing reception. We were checked in quickly, since it was nearly midnight, but no one apologized for the start to our stay. Guest relations' reply to my complaint was infuriating. They repeated the complaint back to me, then refused to honor the advertised “good night guarantee.” When I said that not providing heat failed basic hotel health and safety standards, they said they wouldn't do anything, wished us an enjoyable stay, and invited us back. We had prepaid for both rooms. The guarantee was worthless. Don't waste your money here.