倫敦劍橋普瑞米爾飯店(Cambridge (A14, J32))

By any measure this is a poor hotel, dilapidated, tired and in urgent need of some TLC. The bathrooms are ramshackle with bits missing, the pumps with the soap don’t work, the curtain rails fall down. Genuinely it’s bad. I’ve stayed here 4 times ( I have no choice, because of work) and there’s been an issue every time. In December the water shutoff and no one in the hotel thought to mention it. I asked for a refund, it was promised but never given. Today I’ve asked for a VAT receipt, 3 times I’ve been given a slightly different bit of paper that isn’t a VAT receipt. I’ve literally been told it isn’t possible. It’s so stressful for such a basic thing. No one cares, tough, your problem, please stop asking and go away. Don’t stay here if you have choice. Save yourself and pray for me.

This is the second time I've stayed at this Premier Inn, but this time it was with work. I choose it as it was reasonably close to the office and I knew it was easy to find, had plenty of parking (under cover was godsend with the frost this morning!) and that I could get food and drink on site. Check in was fine, as part of a group booking I just clarified those attending and it was suggested I pre book for dinner. Reception staff were very cheery and worked through with me who was due and when. Whilst the bar didn't look hugely busy they were training a few new waiting staff so perhaps that was the reason why, we were asked to prebook. Dinner was with colleagues on the first night, usual pub grub from PI which was hot and tasty. No issues at all with the food. Bedrooms were baking hot, we all had to turn off the heating. When the heating was off it was rather chilly in the room but it was either overheat or be abit chilly, I just snuggled down into the bed. I think sometimes the heating can be controlled by reception because when I returned to my room after dinner it was still really hot, even though I'd turned the aircon down to 17, as did some of my colleagues. The bed was the usual comfortable SilentNight mattress and the duvet kept me toasty. Shower was remarkably powerful. Like one other reviewer, the TV was hit and miss. Either told me "data error" or when you pressed the remote to change channel it took around 10 seconds to do so, and I couldn't get a TV menu to show. When we stayed before we had no issues with the TV. Highlight for me was the amazing Kim in the restaurant the second night. She gave a masterclass in customer excellence from how she interacted with me, and I watched her with other customers, and how she was thoughtfully training a new member of staff. Hospitality is a hard industry but Kim breezed through the evening with everything under control, her energy was a joy to watch. A pure masterclass in hospitality. From Reception staff, bar staff and restaurant staff. I had nothing but a genuine welcome and warm engagement with them. Whilst eating breakfast this morning I watched the two ladies covering the bar area wishing everyone who left a lovely morning or greeted them with a lovely hello. I can't recall the last time I've had that at a hotel!

I have stayed here before with work and I remember it being ok, I think. On this occasion I quickly made the decision not to return again! One of the higher priced Premier Inn's I've had to book for work and for what you get I'd rather of stayed anywhere else. I needed to cancel the breakfast on the booking due to an early start with work and I'm still waiting for the refund 2 weeks later. Car parking isn't great if you have a tail lift van. The rooms are incredibly noisy, like having elephants banging every minute above and below. Walls and doors very thin. TV didn't work at all but luckily I brought a book. The room was freezing and I could not get it to warm up. Room not overly clean with hairs everywhere. Staff not interested at all or attentive. Will not return

Room was very well cleaned - even the remote! - comfy and included usual tea/coffee etc. Unusually I didn't get too hot as the heating wasn't blasting out. Had to request room servicing if required with stays of 2+ nights. After 2nd night requested new hand towel, tea etc and bin emptied. Everything got done. Bathroom trims warped and tired. Powerful shower. Bayliss and Harding soap/body wash (posh, not the usual stuff). Security/Fire Door on floor 7 didn't shut properly so a security risk, especially as no key card needed to operate lifts. Reported Saturday morning. Still same upon our return that evening. Reported again Sunday morning to be told no maintenance staff in over the weekend 🤷‍♀️ Anywhere with guests 24/7 needs 7 days a week maintenance. Our room, 7th floor, overlooked A14. Fine in winter but would mean noisy with window open in summer as no air con. Breakfast was fine apart from over 15 min wait for poached eggs when told 5. Dinner was fine on the night we ate. Bar staff could do with better training. Partner, on first night, asked for x2 Rocking Rudolphs and was asked 1) did we want ice in the glasses? 2) did we want the bottle tops removed?