Hotel di Sutton Coldfield dengan Kolam Renang

At check in I was advised by staff member Connor that breakfast was only paid for one room of the 2 rooms we had booked. I asked if we can add the breakfast on to the family room for 3 and he confirmed it was still possible and I paid. So far so good, service was friendly and helpful from Connor. The next morning when my family went down for breakfast we had the misfortune of receiving the worst service I have ever had in any hotel, let alone Premier Inn who I have used dozens of times over the years. We were very condescendingly told by Kerry the lady behind the desk that only 2 people can eat breakfast as we had only paid for one person in one room and 1 person for the family room of 3! She confirmed the payment made the night before was only for 1 person for a room of 3! The 3 people were my elderly parents who both suffer from diabetes and a 10 year old child. When I said why was only one persons breakfast booked when the room is for 3, without being questioned before payment - her response was ‘I don’t know but we can’t do anything any longer’. Even though I paid for breakfast for the room of 3 at of check in, I offered to pay for the rest of the people in the SAME ROOM, Kerry bluntly said “well it’s clearly something that you don’t pay for so you won’t get it”. I explained my parents were diabetic and there’s a 10 year old child and they all need to eat breakfast - Kerry just did not give a damn about the circumstances or their health issues. Or even the fact that I was willing to pay for the extra people but mainly the fact that it was accepted by Kerry that only one persons meal should not have been booked at the desk and still being rude and obnoxious with her responses. When I challenged her attitude and tone of voice (used no profanity or derogatory words), she simply said if you carry on I will go into the office and not come back out. Which she then did as Kerry completely got angry and stormed off. When I asked to speak to the manager, lied by saying she is the manager and she will not try to get breakfast. I was completely shocked by the manner of her behaviour and tone of voice. Another employee who cleans the rooms had been watching and when Kerry stormed off refusing to help us any further, the cleaning lady spoke to us in a more understanding and competent manner than Kerry attempted for the full 50 minutes my family waited at the desk to not be fed breakfast. I finally gave up asi couldn’t risk my parents not eating for longer due to their health issues I asked for a refund on the breakfasts I had paid for. Kerry then went back into the office for a further 20 minutes before coming out to say it’s been refunded. My family had to go to the Coop down the road to eat sandwiches for breakfast as Premier Inn simply couldn’t care less about customer service, customer health risks or even fixing mistakes made by their team members. What an embarrassment for the company that I honestly had no bad experiences with from t

I stayed here for one night during a work trip. On arrival, the car park says 'pay and display', but for the first day you can get a refund in the hotel with a purchase. However, when I went to check in, I questioned this and the receptionist said that you did not have to pay if you were staying there, it was just for people visiting the restaurant. There is no where that states this on the signage so I'm sure that many customers using the hotel end up paying for parking without needing to! The receptionist was really lovely on arrival, but stated that the card reader to get upstairs to access the rooms was temperamental so we may need her help getting through. She was very friendly and willing to help us. When I arrived in my room I was pleasantly surprised as it was nicely laid out, with a decent size bathroom including a bath. Plenty of tea and coffee provided with two packets of biscuits and lots of lovely shower/bath soaps to use. However, as I went into the bathroom there was a large step that I obviously did not expect! So I tripped over that, and then saw the sign saying 'mind the step!'. The sign for this was on the bathroom door, which was open, so was not in my eye line until after I'd already fallen down it! After a long day I wanted to shower and make use of the lovely soap provided. I saw the temperature was on the lowest setting (less than 20c) which I thought was odd, I usually have it on at least 38c, so the thought of 20c would be very chilly to most! However, I soon realised that despite how much you turned the temperature down, it made no difference and the water was so scalding that I could not physically stand under it. To overcome this, I ran a bath with the scalding water and left it for over half an hour to cool down! There were several marks in the bath but I had no other option at this point. Whilst I waited, I thought I'd make a cup of tea. I noticed that the kettle was still half full from the previous customers, so I poured it down the sink and noticed several pieces of black limescale come out with the old water! No matter how much I tried to rinse it out with water, it would not come off so I was not even able to have a hot drink as I did not feel comfortable drinking water from that kettle. After my (very late) bath I headed to bed but the room was incredibly cold. The window was wide open when I arrived in my room, which wasn't an issue in itself but after I closed it there was still a cold draft coming through it. I ended up sleeping in my t-shirt and jumper with the duvet wrapped around me as much as possible! So I can't say it was a great sleep either. I went down to check out and perhaps ask about breakfast. There was a different receptionist that morning who was less friendly than the one from the previous day, she gave the impression she was too busy to answer my questions, and didn't even ask how my stay was. I found out the breakfast was £12 which I thought was steep anyway, and by the point I did not