I wanted to take this opportunity to write about the exceptional customer service I have experienced from the staff at the Premier Inn at Clay Pitt Lane in Leeds during my stays there over the past 6 months. Although I have stayed in a range of hotels all over the world, I have never experienced the quality and level of customer service that I have received from the staff at the Premier Inn, Clay Pitt Lane, Leeds.
Whilst I live and normally work in the South of England, in May this year, I secured a temporary role with another organisation for a year. As a result, I need to travel to and stay over in Leeds for one or two nights per week. For the first few weeks, myself and a colleague booked rooms in hotels nearest to where we were working. However, on one particular week, all of these hotels were full and the only availability we could find was at the Premier Inn, City Centre North, in Clay Pitt Lane. We therefore booked into this hotel as a one off, expecting it to be pretty basic.
Right from the outset when we arrived at the Premier Inn, the staff were really welcoming, friendly and kind. Alan on reception explained all the arrangements and efficiently checked us in. When we went to our rooms, we found these to be superb. It is a new hotel and therefore has recently been furnished with rooms that feel fresh and spacious and with all the essentials that you need. However more importantly they are well maintained and kept sparklingly clean by the staff.
I then went down to eat in the restaurant, which had a nice homely feel. I was met by Randa who was also really welcoming and friendly. She was highly professional and helpful, took my order and I quickly received my food. The quality of food was also excellent and I really enjoyed the meal. I then went to my room and had a great night’s sleep, as the rooms are really comfortable.
Because of the quality of accommodation but more importantly the professionalism, efficiency and warmth of the staff who work in the hotel, my colleague and I decided to arrange to stay at the Premier Inn each week for the remainder of the year rather than to return to the other hotels in Leeds in which we had previously been staying. We have therefore been staying at the Premier Inn each week since that time.
The second time I stayed at this hotel the following week, I was once again highly impressed with the way in which I was treated by the staff. On the particular day that I arrived, I had been up since 4am and had spent the usual three and a half hours on a train getting to London initially. After a long day’s work there, I then had to get the train from London to Leeds (a further two and a half hour journey). Unfortunately, I ended up running late from work, missed my train to Leeds, and had to get a later train, which was really overcrowded and then was delayed halfway. It was a really terrible journey. By the time I got to the Premier Inn it was around 10:30pm and I was really tired and fed up. Having checked in, I went downstairs to get a drink.
On walking in, I was met by Martin who was so friendly and welcoming and really happy and jokey. He helped me choose a really nice wine and chatted to me as he served me. His whole attitude and approach really cheered me up. After such a terrible day, it was so nice then to arrive at the hotel and be served by someone that was friendly, kind, helpful and fun.
The following week I was eating dinner on my own in the restaurant and Martin looked after me and made sure all was ok. He even took the trouble to engage me in conversation with a lovely family who he sat on the table next to me and I had a great evening talking to those other guests who were equally as impressed with the hotel.
Martin is like a breath of fresh air. He is consistently welcoming and friendly every time we stay there and always seems really pleased to see us. He is always happy and joking with all of the guests and singing at breakfast (although he will never make the X factor live show!). He creates a great atmosphere in the hotel for the guests and the other staff in the team. He is also really thoughtful. During my stay last week, I was late coming down for breakfast, having had to sort out a work issue, so I didn’t have much time to drink or eat before I had to leave. Martin therefore showed me where they have coffee to take away and even offered to make me a sandwich to take away with me!
My colleagues and I continue to see Randa on the evenings that we stay there. She always looks after us really well and is really professional as well as friendly and good fun. We will never forget her description of extra chips as a “chip upgrade”. She is also extremely thoughtful and cares about her guests. One evening two colleagues and I went to eat in the restaurant. On another table, two elderly male guests clearly had had a lot to drink and started to try to make conversation with us. On seeing this, Randa came over to us and carefully and professionally (without the knowledge of the two men) took the trouble to check out that we were ok with everything and did not have any problems with those guests. Whilst we confirmed that we didn’t, she continued to monitor and make sure we were ok during our meal.
Since meeting Alan on reception the first time we arrived, he has continued to be a constant welcoming presence whenever we arrive. Even after we had stayed just once, the next time he remembered us, and is always pleased to see us. He always ensures that he organises the booking of our rooms so that, if my colleagues are with me, then we are able to stay in rooms close to each other. He organises taxis for us in the morning and always ensures that no other people on the street steal our cab, which they are in the habit of doing. He also always makes a point of talking to us and checking out that we are OK with everything which we really appreciate.
I take the opportunity to eat in the restaurant every week. Every member of staff I have met has been great. In particular, one evening I was eating on my own once again and was served by Christina. She was also not only also really helpful and efficient but really friendly and bubbly and made a point of talking to me as I was eating on my own. She also constantly checked that all was OK and I had everything I needed.
The staff that I have named above particularly deserve to be mentioned because they are the staff that I have had most dealings with and with whom I have been exceptionally impressed. It is the case however that every member of staff I have come into contact with at this hotel have been equally as friendly, helpful and efficient. They always make time for their guests, however busy they are, and make everyone feel that they are important and special. They are an excellent team and it is clear that they are extremely keen to provide the best possible service to their guests and are proud of what they achieve as a team.
As a direct result of the exceptional service provided by the staff, I would highly recommend the hotel to all regardless of their reason for staying in Leeds and have already recommended the hotel to other colleagues and friends.
- Official Description (provided by the hotel):
- Here for that hot show or gig? The First Direct Arena and O2 Academy are a five-minute walk away ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Agoda so you can book your Premier Inn Leeds City Centre (Leeds Arena) Hotel reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.