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“Poor customer service by reception”

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Premier Inn Stratford Upon Avon Waterways Hotel
Certificate of Excellence
Essex
1 review
“Poor customer service by reception”
Reviewed 12 November 2012

We arrived on Wednesday 7th November for a 5 night stay, and had 1 good nights sleep out of 5.
the toilet in out room woke us up at around 3am 8/11/12 gurgling and bubbling, this also occured on the friday and saturday 9th & 10th Nov, i spoke to the gentleman on reception with a beard (sorry didnt catch his name) who said he would get someone to look into it for us.
We went out for the day and when we returned we spoke to a lady on reception to check someone had been in, she looked in the book behind the desk and sad there was no record and that she guessed no one had been in.
i asked if someone could go in as it was waking us up she suggested we moved rooms. she was rather blase about the situation and just kept telling me i could move rooms, Considering we were on a 5 night stay over my birthday we had a lot of luggage and this was not really a fair solution as we had plans for our days and evenings, and had specifically requested that room on reccommendation from someone spoke to on the phone.
I again asked someone could look into this matter.
No one contacted us that evening and the next day i was awoken again at half 6 in the morning.
the only day this did not occur was this morning (our last day!)
when i left the same woman was on reception her name was Debbie. she asked if we had enjoyed our stay i said yes except for the toilet problem she said oh yeah is it still making noises, to whoich i confirmed yes despite asking for someone to look at it no one had and i suggested someone looks into it so it does not disturb someone elses sleep. for a newly refurbed hotel i am suprised at this issue and quite dissapointed, not only with the issue but with Debbies complete lack of concern or understanding not very customer focused!
On this basis i have sent this to premier inn by email asking for a refund of my money under the good night guarantee as i had only 1 good night sleep and feel exhausted.
On a plus side a thank you to Peter and Courtney in the restaurant for always being helpful and cheerful and providing an excellent freindly service....they really made us feel welcome going above and beyond to chat and ensure our food was good and we had enough to drink ect.... i feel they would be better suited to reception as they certainly had the level of customer service needed when a complaint is made.
The food is pleasant basic pub food, the hotel is clean and in an ideal location for visiting Stratford Upon Avon and the surrounding areas.
I hate coming home feeling let down sadly by 2 people failing to ensure a fault was looked at in a timely fashion i feel i need to ensure other customers are aware, maybe i should have been ignorant and complained louder however that is not in my nature i just wanted someone to actually be respectful enough to have got it checked and fixed.

Room Tip: ask for canalside the view is better and it is quiter, be aware tho there is an industrial car sales...
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  • Stayed November 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Lindsey B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Rating summary
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English first
Chichester, United Kingdom
Level 3 Contributor
13 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 11 November 2012

This hotel opened up earlier in 2012 and everything looks spanking new and clean. We asked for a canal view on arrival - half an hour before scheduled check in time and were told there weren't any available, but they did check us in at that time. However, we had parked the car a few spots away from the reception at £1 a day and our room on the third floor overlooked it, so it was handy to keep an eye on it. Canal view might have been nice, but it didn't really matter, our third floor room was very quiet, very spacious and immaculately clean. Only complaint being that the bed was a bit too firm. Pristine clean bathroom and everything working. At £105 for 2 nights you can't complain. 5 mins stroll into town and 10 mins to the RST.
All the staff were very good at explaining everything and nice and friendly. The breakfast was very good with food all looking fresh and always topped up - couldn't fault it. We ate at 7.30 to 8.00 each day and there was loads of space in the restaurant. After a bad lunch experience in town we ate dinner in one night and it was very good value and service. A good hotel and would certainly try Premier Inn again.

Room Tip: We were on third floor down the carpark end and it was very quiet. Lifts were always very quick.
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  • Stayed November 2012, travelled as a couple
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Helpful?
Thank carole m
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ipswich
Level 5 Contributor
61 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 44 helpful votes
Reviewed 11 November 2012

Premier Inn is always good value for money, but we found this one to be a shining example. Lady on reception welcomed us with open arms and was very helpful. Pete in the restaurant was superb, he deserves a medal - I know lots of high street names that could learn a thing or two from him about customer service. I was worried this hotel would be too far from town and attractions but I should not have worried, as it was a simple 10 minute walk to the centre of town. Or a 15 minutes stroll along the beautiful canal side. Narrow boats moored outside, canal was very picturesque - will definitely use this hotel again if we come back to the area. Carpark fine, just let reception know you are using it if you arrive before 12 pm as we did, it is not a problem.

Room Tip: Ask for a room overlooking the canal, preferably not near a fire door in the corridor.
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  • Stayed November 2012, travelled as a couple
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Helpful?
Thank karenandnick
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
brentwood,essex
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 11 November 2012

Just returned from a 2 night stay,exactly what you would expect from Premier Inn,spotlessly clean,good food,polite and friendly staff.We had no problems with parking.5 minute walk to Town centre. We have stayed in 4 different Premier Inn hotels and they have all been of the same top quality and value for money.

  • Stayed November 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank dave b
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
London, United Kingdom
Level 4 Contributor
28 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 30 helpful votes
Reviewed 10 November 2012 via mobile

Best selection of breakfast, even better most of the 4 star hotels that I have stayed at.
Staff very friendly
Location - walking distance from all the main attractions
Rooms - clean and spacious. HD tv too
Parking available at 1 £ a day
Look no further

  • Stayed November 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank DeAj
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Dublin, Ireland
Level 2 Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 10 November 2012

just returned from a three night stay here,the hotel was very conveniently located about 5 mins walk from the centre.Room was clean with extremely comfy beds and lovely breakfast.The staff were brilliant...very friendly and welcoming and always available to help out

  • Stayed November 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank kocallag
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Lancashire
Level 4 Contributor
34 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed 9 November 2012

My wife and i booked into the Stratford Upon Avon Waterways Premier Inn for a long weekend. On arrival it was difficult to park and resorted to leaving the car on the access road as there were no spaces left in the car park! We had to pay to park the car too, which is unusual for a Premier Inn. The reception was busy upon check in so had to queue and was eventually checked in. We also book a table in the restaurant for an evening meal. Once settled in we popped out for a wander and a few drinks. When we returned for our evening meal the restaurant was very busy and we very offered a poky table in the corner which we struggled to get too because of large family groups who seemed to be using the restaurant as a lounge as most of them had sprawled around the restaurant. We politely declined the reservation and went in search of a more welcoming eatery. Whilst the rooms are of a typically good standard this hotel is located on the main arterial route into Stratford so you can't open the windows and it can be a bit stuffy!

Room Tip: Canal facing rooms may be a bit quieter
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  • Stayed November 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank McMinus
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Premier Inn Stratford Upon Avon Waterways Hotel

Property: Premier Inn Stratford Upon Avon Waterways Hotel
Address: The Waterways Birmingham Road, Stratford-upon-Avon CV37 0AZ, England
Region: United Kingdom > England > Warwickshire > Stratford-upon-Avon
Amenities:
Restaurant Wheelchair access
Hotel Style:
Ranked #6 of 28 Hotels in Stratford-upon-Avon
Price Range (Based on Average Rates): £
Hotel Class:3 star — Premier Inn Stratford Upon Avon Waterways Hotel 3*
Number of rooms: 130
Official Description (provided by the hotel):
In the heart of Stratford-upon-Avon and just a short walk from the train station and the RSC Theatre ... more   less 
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