Very mixed experience. The first thing is that this review is more about Premier Inn as a brand and how it has deteriorated, rather than the staff (with the exception of one). Location is handy and near to Cliff tram and south bay attractions. Scarborough is extremely run down and lacks investment beyond the beach front and whilst the people are wonderfully friendly, the place is clearly struggling economically. Check in good, friendly and efficient and all reception staff were lovely. Premier Plus Room had a dirty hospitality tray with tea and coffee ring stains. I used a damp tissue on it and it was brown. Brought it to the attention of reception and it was dealt with and cleaned the following morning. There were stains on the bathroom floor, very small window could not be opened (secured by PI) so felt pokey and a net curtain was inside the double glazing so we could not move it to see out. Glass shade on bathroom light very dusty. Beds are too small for the standard of room. Room is spacious though and bed was comfortable. Pillows hard and flat. Things have changed with this chain of hotels. You now have to request that your room is cleaned (if you want it to be, and are staying for several nights). You have to request each item of this service ie: we wanted dry towels and as there is now no heated towel rail provided in rooms you end up with cold, maybe damp towels if you have a shower in the morning and then want one in the evening after a day out. Everything has to be asked for at reception before midday, loo rolls, more tea….anything and really a basic service of the rooms each day should be an expectation. There is no cleaning of rooms unless you do this, so every day we asked for towels and hospitality tray etc to be refreshed. If we could have dried the towels thoroughly we would have reused them. The cleaner ignored the do not disturb sign. We had just come back to the room after breakfast to gather a few things and at 10.30 there was a knock. When I said we’d be 5 minutes she pulled a face and marched off. Clearly we were an inconvenience. Very, very long walk to breakfast which may be troublesome if you have mobility issues. Breakfast not a great experience. Food luke warm. Quality of ingredients has deteriorated, items not replaced and stocked. Not enough staff. We used to love staying in Premier Inns when travelling but the last few experiences have put us off. Cost cutting has been taken to ridiculous lengths and the brand is suffering because of it.
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