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.
- 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