Premier Inn Perth City Centre

I left with a big smile. The room was large, quiet and warm, and the bathroom had a wide sliding door and entrance, with no step into the shower. Handles by the sink, shower and WC, plus safety buttons and pull cords at three points, the bed, shower and WC, made it easy to get help and feel supported. I wasn't worried about slipping. I'm writing this little note for older people like me, or anyone with mobility issues who wants a straightforward stay and an easy tour. I would choose the Premier-inn hotel in Perth without hesitation. It's in a beautiful part of Perth, close to shopping streets, museums and restaurants, and getting into the hotel, room and bathroom was all walk-in.

The room was cold because the heating didn't work, and I couldn't sleep. Breakfast was cold too. With a chef there, there's no excuse for serving cold food. It seemed like nobody was checking its temperature or cared. I'll be making a formal complaint, something I don't usually do. I won't be back.

My girlfriend and I usually choose Premier Inn first because few hotel chains have as many accessible rooms, and staff at other locations have been fantastic. After this appalling experience at the Perth Premier Inn, we'll be second guessing that choice, even though we've recommended them to everyone. My partner, my mother and I booked two adjoining rooms for Sunday and Monday night because I had a hospital procedure at PRI on Monday. We needed to be in by 6pm Sunday, so arrived at 2:55pm. The person at the desk was rushing between kiosks, warning people that many rooms weren't ready. That was understandable, things happen, so we waited as more guests checked in. Eventually we got our rooms, only to find they weren't adjoining or even on the same floor. Worse, the accessible room had a bath instead of a wet room, so I couldn't use it. We'd specifically asked for a wet room several times over the phone when booking and checked again before the day. The associate, Andrew, was aggressive and rude. He said we hadn't made the request, accused us of lying, and was so sexist that another guest stepped in to challenge what he said. That couple were kind enough to switch rooms with us later, as the accessible room they'd been given also didn't meet their needs. We were able to record the interaction as proof. Customer Service refused to listen to the recording and accepted Andrew's account as fact. After a long conversation, they agreed to only a partial refund. The customer service representative was dismissive too and wouldn't review the additional evidence we had. After being treated this way, we're extremely nervous about using Premier Inn again.

The little touches from the staff made us feel welcome and valued. We spend more than half the year in Premier Inns for our jobs in the theatre industry, and it's rare to meet staff as good as those in Perth. If only every hotel were this good.