Wirral (Heswall)

My wife (64 years old) had a terrible experience with 3 male night staff. She refused several rooms as they were dirty and one smelt bad. She agreed a room and while moving stuff from car was confronted asking if she had a blue badge she said she did but was unloading car. 3 male night staff then together turned on her and told her to leave because she was "awkward and abusive' - I was on the phone to her while this was happening and was appalled at their attitude and aggression. They would not speak to me and the main culprit would not give his name.

on the plus side the room (an accessible room) was clean and the beds comfortable for our two night stay, however the rest of the hotel is sadly lacking. the small reception area was full of bluebottles on our arrival and the receptionist suggested they were attracted to the overhead lights ! nothing was done whilst we were there and the flies were ever present right up to the time we left. the attached pub was closed to the general public and was only used for hotel guests breakfast and or evening meals and was a dismal place , we had breakfast one day only as it was partly cold and uninspiring. the premier inn brand was once a good product, sadly on the basis of this and another recent experience at Heathrow , i'm afraid we won't be booking with them again

The staff are so friendly and helpful - nothing is too much trouble for them. the rooms are quite comfortable and overall the stay was good. There are a few areas for improvement: 1) The heating is very unreliable in terms of keeping the temperature at a constant rate. I find it too cold and then too hot in the winter and then too hot in the summer as there is no air conditioning. 2) The Wi Fi is extremely unreliable and it is not worth upgrading to Ultimate as that too can be unreliable. The problem is that the hotel is a dead zone so it is hard to get a phone signal too or access 4/5G. 3) I find the pillows very uncomfortable as they are too full so I end up taking my own pillows. My understanding was that one of the USPs of the PInn was a range of pillows would be available. 4) I like to have a room on the ground floor but I have to call the hotel to arrange this as there is no facility for requests on the website. This would be an easy thing to fix so that the hotel staff can allocate rooms appropriately.

Overall the stay was good. However, our experience at breakfast was terrible. The meals are served in the pub next door but it is run by Premier Inn staff. Due to the Liverpool Legends match at Anfield on the Saturday there was a larger than normal number of people staying at the hotel. They were understaffed as only one person working. We arrived at 10:30am as booked. We were told that there was nothing left. We were eventually shown to our table and then left to fend for ourselves having bakery and continental breakfast having already paid for cooked breakfast. We were eventually asked what we wanted but weren’t able to order as hadn’t been given menus and had been told nothing left. This wasn’t true and only had run out of eggs, mushrooms and tomatoes! We ordered and eventually got food 45 minutes after we had arrived! The food was good and had been cooked fresh on order but the service and attitude of our server was disgraceful and ruined an otherwise pleasant stay. We haven’t yet had a response from Premier Inn as we have to go through Guest Relations but the receptionist was as helpful as she could be and said she couldn’t do refund on site. If the breakfast situation is resolved we would happily stay again in future as was very reasonable for a Friday evening.

Stayed overnight while visiting the area clean accommodation, basic but adequate, friendly polite staff who went the extra mile to forward on an item I left behind. Good breakfast and efficient staff there too. Good easy to find location with plenty of parking area

Spent a couple of night here and it was ok. The rooms are very tired with cracks in the wall/paint chips, and cobwebs everywhere. The window doesn’t lock shut or even shut without the lock, so hopefully this gets fixed for the next guest. We did feel safe though, as it was key card entry after a certain time to the main block and always a receptionist who, was always polite and friendly! The plus sides is the parking is free and there is a beautiful pub the other side of the road! You can also have a cooked breakfast next door for £10 each (if I remember right). Includes conti. All in all it was a safe and secure hotel which did all the basics very well. Lovely area and great staff! Only a few niggles and it’ll be brilliant!