Booked Tonbridge North Premier Inn and meals in adjacent Beefeater for 2 night stay on 12 & 13 June 2014.
My wife and I arrived 18.30 , room was double, not twin as requested. Only a drip or two of cold water coming out of basin cold tap and basin was very slow to drain. Toilet very slow to fill. Complained to receptionist who made up single bed. Said she wouldn't drink the water anyway and couldn't do anything about basin tap and said drinking water was available from MACHINE in entrance. Didn't offer any free bottles of water. Surely FRESH COLD water is a requirement for all bedrooms, especially when tea making facilities are provided. This is a basic requirement and rooms should be let without this facility. It also calls into question how the room has been checked prior to letting. We had to go to the local petrol station to purchase bottles of water for drinking and teeth cleaning.
Went to Beefeater who had no knowledge of our booking for meals despite booking them initially and again during on line check in. Ordered drinks which never came, reminded waitress who had obviously forget them. Ordered mixed grill and grilled salmon in bearnaise sauce as described in the menu as follows:- Grilled Salmon Fillet** and Béarnaise§
A freshly chargrilled salmon fillet, with buttered potatoes, tender
stemmed broccoli, cherry tomatoes, served with Béarnaise sauce.
Meals arrived after 30 minutes, mixed grill was passable. Salmon was disgusting, about 3 slivers of very hard dried up potatoes, no butter. Broccoli was very hard and dried up, only 3 very small sprigs. No tomatoes. Complained about salmon and was told that if another meal was wanted the order would be at the back of the queue and would take about 40 mins. No replacement fresh vegetables were offered. Also as we had booked meals and paid on Premier inn site no refund could be given. Ordered desserts, one was bread and butter pudding with custard. When it arrived the spoon and fork were laying in the custard. No attempt was made by the waitress to change them until prompted.
Returned to room, cold water still none existent. Next morning at 7.30am pointed out room problems to receptionist who, I later found out was the manager, who said she would get the handy man to look at it and if he couldn't do it would call a plumber in. Returned at 5.30pm. Basin still the same, no remedial action had been taken. Complained again to different receptionist who said she would contact manager. Upshot of this was that we were offered one nights refund for room and one meals refund which she said she would do that evening. After dinner she handed me a refund note for the meals but said she had done the room refund but thrown the refund receipt away. Had another night without cold water and had to go and buy 2 bottles which surely should have been supplied free.
The one helpful person was the deputy manager in the Beefeater. who, although she could not do much on Thursday evening, made sure our meal on Friday evening was more enjoyable.
When I got home checked for room refund, not done so had to chase this up. Following a complaint to Head Office have now received a refund for the second night.
Have 2 more non refundable booking with Premier inn, hope these will be better.
- Official Description (provided by the hotel):
- Beside the Oast Theatre and not far from Hever Castle and the grand Penshurst Place and Gardens ... more less
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- Also Known As:
- Premier Inn Tonbridge North Hotel Tonbridge
- Premier Inn Tonbridge North Hotel Kent