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“Disappointed by many aspects”

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Premier Inn Stoke/Trentham Gardens Hotel
Ranked #2 of 12 Hotels in Stoke-on-Trent
Certificate of Excellence
Reviewed 8 December 2013

We have stayed in many Premier Inns around the country, and am normally happy with the standards provided, but would have to say this one at Trentham Gardens had many more negatives than positives.

Have booked two rooms, for a weekend stopover with friends, first impressions were positive, with plenty of car parking, and obviously lots to do within walking distance (more of that later). Reception staff who greeted us were reasonably friendly, but more than a little slow in checking us in.

First problem, with both couples having purchased the 24 hour package for Internet (great value at £3) - none of us could access it and had to return to reception from our rooms, and wait while we received new voucher codes. Another tip is that if you still have problems logging in from an ipad, tell it to forget the network, and say no to auto log in and auto join, then turn the iPad off and on again. reception staff had been un able to help with this but one member of staff on her way home overhearing my problem gave me this very helpful suggestion that worked.

On to the rooms. We had both been given rooms facing on to what we were to learn can be a very busy road (rooms 217 and 215). The shower room/toilet door was the first thing we noticed - as others have commented on, frosted glass, with no proper mechanism to close it, and the horrible motel idea of a sink in the bedroom. Whoever designed this part of the room made a major error in my view, and thankfully this is not something we have come across in any other premier inns. It was also impossible to get out of the toilet if anyone was at the sink without banging the door into them - awful design.

The heating system was noisy and seemed to take some time to reach a warmer temperature, and a major draught came in through the window, as well as the noise of the road. The bed was comfortable enough, but the TV was very small. Quality and age of the towels was also questionable, as was the fact that in our friends room the cleaner picked up a dirty towel and refolded it rather than replacing it with a clean one!

Unfortunately we were unable to sleep that night due to the frequent noise from the road, and finally gave up trying at 2.30am, when we went down to reception to complain and ask to be moved. After a few minutes, and no apology from either member of staff present, they decided to move us to the room opposite 216 facing the much quieter garden area. It then took another 20 minutes for us to actually access that room, as apparently none of the key cutting machines were working properly, so following a trip back to the 2nd floor to use the keys they gave us that didn't work, one of them used their master key to let us in. So not much sleep was had as by then we were even more wide awake.

Needless to say we invoked the good night guarantee the following morning, and on our second night had a much better night's sleep. This is only the third time we have ever done so in more than 45 stays at various premier inns.

We ate in the restaurant in the hotel on both nights. Food quality and price was fine, with many of the main courses between £8 and £12, but none of us thought the triple cooked chips were worth the extra money. Both the fish and chips and the huge burger with all the trimmings were both excellent. There is a wide choice of food, including steak, pasta, pizza, curries and salads. Service was particularly slow on the first night, even though the restaurant wasn't particularly busy, and it took us three attempts to get our bill at the end of the meal! The Saturday night was a little better, with friendlier staff even though it was much busier. Also be aware, last orders for food are at 9.30 pm. The restaurant opens at 6pm. There is also a bar on site.

Breakfast was standard premier inn, with the hot and continental buffets, and good value at £8. The coffee was particularly delicious . Although we had pre-paid for our breakfasts upon booking, we were told initially on both mornings that that wasn't the case by restaurant staff.

We ordered newspapers on both days which weren't delivered to the room, and when we we to reception to get them, found staff reading them!

Overall, the level of customer service at this hotel was immensely variable, with the restaurant staff coming out much better than most of those on reception. On leaving the hotel following check out I asked to see the manager who wasn't in on a Sunday, so instead spoke to the deputy manager to tell her what I was going to write in this review, and about my concerns. She at least was apologetic, and offered to refund our second night as well, which I refused as we had slept much better.

Think Premier Inn need to implement more training here, change the horrendous bathrooms, and install, some sort of double glazing on the windows on the road side, as well as mentioning it on the website so people at least get a choice of having a quiet room.

All of which is a shame because the hotel location is good with the Trentham Gardens complex, across the room, with its' interesting shops and eateries, and the lovely lake and gardens, as well as the convenient Frankie and Bennys next door.

Room Tip: If you don't want to risk being kept awake by traffic noise then ask for a room on the gardens...
  • Stayed: December 2013, travelled as a couple
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1  Thank Angie R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
WhitbreadHotels, Online Customer Service at Premier Inn Stoke/Trentham Gardens Hotel, responded to this reviewResponded 10 December 2013

Thank you for reviewing your recent stay at our hotel. At Premier Inn we always strive to provide customers with a comfortable stay, and I apologise that on this occasion your stay was less than relaxing. We are however, pleased to learn that you were refunded in line with our Good Night Guarantee. Your experience was far below our usual high standards, but please be assured your comments have been noted and will be followed up with the Management Team at our hotel. Your feedback is very much appreciated and we look forward to welcoming you back to Premier Inn in the future.

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996 - 1,002 of 1,542 reviews

Reviewed 25 November 2013

We stayed here for two nights. Like most reviewers we found this Premier Inn to be of a very high standard. Check-in was easy, all the staff were very friendly and the rooms were spacious and clean. We, too, were short of a hand towel but that was not a problem. The beds, we found, were very comfortable and we had a good night's sleep. It was really nice having the restaurant within the complex and the food was excellent; piping hot and served quickly even though it was very busy. There was a good choice on the breakfast menu and service started early which we needed.

Drawbacks? Very few! Like many other reviewers we found the bathroom arrangements rather strange! A lovely big shower, the toilet just outside it, but nowhere to put your clothes while you're showering and very little room to get dressed in, and all this behind a frosted glass unlockable door. Outside in the bedroom was the hand basin. This setup may be fine for families and couples but for colleagues and friends its not very private and may be somewhat embarrassing. It may look modern and smart but it would have been more practical to have enlarged the bathroom to include the handbasin so guests have more room to use the facilities in comfort and privacy.

There is also not a lot of storage room to put ones clothes, just shelves and small hanging rail with just a few hangers, no drawers! OK for a couple of nights but not for much longer unless you want to live out of your suitcase. Again, looks very smart but loses out on practicality - such a shame!

Despite this I would be quite happy to stay here again as its the best Premier Inn I have stayed in so far.

  • Stayed: November 2013, travelled with friends
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Thank jakijac42
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 14 November 2013

I booked this Premier Inn for a visit to Alton Towers for the fireworks. We arrived at 9pm on the Saturday night and was greeted with a friendly welcome from the lady on reception. The drive from Alton Towers was approximately 25 minutes and our sat nav did struggle to find the exact location of the hotel. We did stumble upon it as I saw a sign for a retail park and I remembered from previous trip advisor reviews that this was were it was located. Parking was ample and we had no problem finding a space. The room was spacious and clean and had everything we needed for an overnight stay. We were missing a towel but this was quickly remedied when my husband went to reception. As previous reviews have stated the bathroom sink is actually in the bedroom and the toilet and shower are in a separate cubicle via a frosted door. The shower was spacious and we didn't find it a problem having the sink in the bedroom. Breakfast the next morning was plentiful and hot and the staff were all friendly. We didn't eat in the hotel restaurant due to our late arrival on the Saturday night but we did notice there is a Frankie & Benny's a stones throw away from the hotel if you were looking for an alternative place to eat close by. This is a modern, clean hotel and we were very happy with our stay here. Would definitely recommend if you are looking for a base for visiting Alton Towers.

  • Stayed: November 2013, travelled with family
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Thank tiggerBristol
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 13 November 2013

Trentham Gardens is one of the best Premier Inns we have ever stayed in - the location is great (we stay here for Alton Towers, 25 minutes away).

Food is great and good value and the staff are friendly and seem to actually care!

The reception area and grounds are spacious and modern, as are the guest rooms. For families with young children this hotel is really well suited.

Will definitely stay again.

  • Stayed: November 2013, travelled with family
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Thank Keith R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 8 November 2013

We had a good sized room with a view of a roof. The hotel was easy to find/get to.
It was clean but there were only 3 towels (2 large, 1 small) for a double room.
The sink was in the bedroom while the toilet & shower were in the bathroom, which meant it was really small. The shower was some pre-fab corian unit with grooves routered out of the floor, but as the grooves are narrow, they must be difficult to clean properly, so they looked like they had mould in them, which isn't very appealing since that's right where you're standing.
The frosted glass bathroom door is ok...depending on your relationship.
The carpark isn't exclusively for the hotel - it is shared with the restaurant and the adjacent Trentham Gardens/shopping village. Normally it's probably fine, but we were there on a busy day, when there was a big event at the gardens/shopping centre, so we were queuing for the carpark and competing for parking with the shoppers.
We ate dinner in the hotel restaurant, which was fine, but nothing special.

Stayed: May 2013, travelled as a couple
1  Thank CoastalBreaks
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 4 November 2013

Very clean and comfortable hotel excellent location for visiting Trentham Gardens and Monkey world, a chance to eat within the hotel or surrounding restaurants. All the staff very pleasant and caring.


  • Stayed: November 2013, travelled with family
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Thank Bernie313
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 3 November 2013

Great location, mostly great staff, but they should let everyone know that due to the fact that they assume that all travelers , domestic and foreign have iphones or equivalent, there are no landlines or alarm clocks in the rooms, so you have to have a phone or iPad if you need to wake up.
Also no kleenex tissues or flannel, which US residents are used to finding, even in budget hotels, but the room was large, clean , the bathroom adequate , .....staff mostly friendly and helpful..BUT...having ordered a glass of the most expensive wine on the list as well as another, it was undrinkable, corked, which we told the waiter, who basically ignored us, so I took the whole glass back to the bar and told them they could have it back, i was thanked and asked,if it was ok, to which I replied, no it is off...girl said ok, no,offer of refund or replacement... Not,quite the customer service one hopes for for a GBP 6.50 glass of wine... Such a shame as just a little more effort and the experience and review would,have been so much better.
Would go back with phone, tissues and my own bottle of wine!!!!

  • Stayed: October 2013, travelled as a couple
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1  Thank JaneReno
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Premier Inn Stoke/Trentham Gardens Hotel

Address: Trentham Gardens Stone Road, Stoke-on-Trent ST4 8JG, England
Region: United Kingdom > England > Staffordshire > Stoke-on-Trent
Amenities:
Free Parking Restaurant Wheelchair access
Hotel Style:
Ranked #2 of 12 Hotels in Stoke-on-Trent
Price Range: £46 - £88 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Premier Inn Stoke/Trentham Gardens Hotel 3*
Number of rooms: 238
Official Description (provided by the hotel):
This 119 bedroom $10 million hotel is based within the 650 acre Trentham Estate. Family rooms, access rooms and double rooms are available for all business and leisure guests. All rooms are onsuite with Coffee and Tea making facilities, Hairdryers, Lcd Tv with freeview and air conditioning. Costa Coffe is available within the bar lounge and the Barest restaurant serves great value contemporary food. The Trentham Estate hosts a 60 outlet retail village, Italian Gardens, Garden centre,Monkey Forest, Church, and 650 acres of Woodland walks. Alton Towers , Wedgewood and Waterworld are great family attractions within close proximity to the hotel. ... more   less 
Also Known As:
Premier Inn Stoke/Trentham Gardens Hotel Stoke-On-Trent, Staffordshire
Premier Inn Trentham Gardens

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