Premier Inn Cobham

Basic cheap overnight stay whilst visiting Hampton Court. Would stay again. Pub 1 minute walk from the hotel and on the doorstep (nice food)

The service at the front desk was awful from 1 person. The lady who greeted me at check out was fabulous who had worked the night shift but the lady at check in was awful... rude, hostile, uncaring and argumentative. She did sort the issue however there was no apology or understanding from her. Luckily I simmered my friend down as the issue was to do with her room not being ready and she had specifically spoken to the hotel twice to ensure she could have the early check in so she could be ready for a wedding (it was costing her £15 for this privilege). The issue was resolved within 10 minutes however the way it could have been dealt with would have made things better. Also a member of our party was turned away from breakfast due to "not paying in advance" even though she was happy to pay there and then. What kind of hotel doesn't want to make the extra money? She got sent off to Greggs in the end away from our party... I would understood if they had been rammed but they weren't even that busy and it was a breakfast buffet ! We stay at a lot of Premier Inn's and always had a great experience so with these 2 issues it was a bit of a shock and left us all rather unsatisfied, albeit it did the job for the night. However we found out after our friends who stayed at the wedding venue had paid less than us and had a lot more for their money/better service, needless to say we were the losers in that situation. The cleaners deserve a big shout out though for the standard of cleaning and for ensuring the rooms were ready for us as quickly as possible. Good things - beds, rooms good size (depending on which one you go for), tea and coffee extra supplies available at reception to help yourself to, cleaning standards good, some staff were welcoming & outside space and parking.

I regularly stayed at the premier regularly due to the close proximity to my workplace and had overlooked certain things because the location was so convenient but my last visit was absolutely my last. I checked into the hotel and went up the room to find that the room had not been touched since the last person vacated it. The room was stale and musty having not been aired all day, dirty sheets , empty cans on the unit and a fan still running on high speed in the middle of the room. I returned to reception to tell her the room had not been cleaned and she apologised and offered to change the sheets as there were no other rooms available. I told her that would not be enough as the room was stale having not been ventilated all day. I asked to be moved to another hotel but as it was 9pm she couldn't find anywhere. I called my employer who was able to assist in finding another hotel. Previous visits have been poor, with dirty cups in the room or poorly cleaned bathrooms. The hotel generally is of a poor standard and pretty depressing especially for the price which can be expensive on some weeks. On this occasion I had paid £200 for the room received a full refund after making a complaint. I will not be returning there as there are other options and will no longer compromise my standards for the convenience of its location.