I booked two rooms for my parents and myself at the end of August specifically because they are both disabled and unable to walk or climb easily when we went to Frome for a family wedding. I booked Premier Inn because their disabled bathrooms are usually ok (I have been allocated them myself sometimes when booking late or arriving without pre-booking) and paid extra in case we needed to cancel for health reasons. We were given a so called 'adapted' room on arrival (in spite of booking a disabled room for them) and found it had a step over bath and just a few handrails rather than a proper walk in shower or wet room. Neither of them could use the shower the next morning and mum was really distressed by this as we were in Frome for a wedding. We were also treated appallingly by the restaurant staff who left my mother standing ages leaning on her zimmer frame while they literally argued about where to put us because the restaurant was so busy - and they obviously thought we would take too much room. They than placed us at a table at a table at the furthest point from the door in spite of an empty table next to other family members being available - our request to sit together being dealt with very poorly and rudely. It was clear that they really didn't want us there as the restaurant was 'too' busy and they kept pushing past and made my mother feel awful about her zimmer frame being in the way. Then, when the head honcho came to take our orders he spoke to my mother as if she had had learning disabilities not mobility problems. I actually wanted to hit him. He was rude and sarcastic each time he came to the table. The noise inside the hotel from noisy residents in the ground floor corridor was awful and boy racers were careering outside in their cars all night. When I mentioned these I was simply told that it happens every Saturday night (as if that made it OK) and not a single mention of the so called good night's sleep guarantee - which we did NOT have on this occasion. I did not even bother to go on about the bathroom but will notify various agencies under the DDA act. This is NOT the quality I expect from Premier Inn and I wish I had booked rooms elsewhere, but the only reason for booking on this occasion was the so called disabled room for my parents. I should not have bothered! Frome Flyer? I will fly past it in future that's for sure! All in all, a nasty, humiliating and very anger inducing experience. Almost a hundred pounds for each room for one night and treated like this????? Disgusting!!!!!
- Official Description (provided by the hotel):
- Want to watch lions and tigers at play? Just make the 15-minute drive to Longleat Safari Park ... more less
- Also Known As:
- Premier Inn Frome Hotel Frome
- Premier Inn Frome Hotel Somerset