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.
- 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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