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Reviewed 13 June 2021 via mobile

Currently staying at Premier Inn, East Mayne.
Room 121 Booking ref AAJR170442
Staying for two nights with work. The heat in our room is like a furnace. Complained to reception after a sleepless night last night due to the insufferable heat, and they provided a fan. This has made very little difference. Went to reception again to complain about the heat this evening. (It’s cool outdoors, throughout the hotel reception and corridors, but just like a furnace in our room.
Received extremely bad attitude from receptionist Donna who clearly couldn’t care less. Her recommendation was that we just leave the hotel and find another hotel that has air conditioning.
I would have put up with the unacceptable heat in the room if it hadn’t been compounded by the bad attitude from Donna at reception. She was dismissive, rude and patronising. Premier Inn should not have staff at front of house that are so disrespectful to their clients. I will be seeking a refund under the good night sleep guarantee and Donna needs retraining.

Date of stay: June 2021
Trip type: Travelled on business
Thank stevebGwent
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Whitbread Hotels and Restaurants, Other at Premier Inn Basildon (East Mayne) hotel, responded to this reviewResponded 14 June 2021

Hi there Steve,

Thank you for your review.

We're very sorry to hear that you didn't have a great stay with us on this occasion. We can fully appreciate how uncomfortable it would have been trying to sleep in your room in the heat we've been having. We're also disappointed and sorry to hear about the service you received from the team member as this isn't the level of customer service we would expect at all.

We do advise on our website under the Important 'Information' that this hotel doesn't have air conditioning so that guests are aware of this before booking. We're sorry if this was missed.

Regarding the other issues you had with the service, we’d like to assure you we’ve made sure that all your feedback and comments have been passed on to the relevant teams. This also includes the manager of the hotel who will be able to chase this up with the hotel team to help prevent any similar issues from happening again.

Once again we're very sorry for any disappointment on this occasion, but we're confident on your next experience you'll have a much more enjoyable stay! Stay safe and have a lovely week!

Kind regards,

Danny

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 11 June 2021

We were met with a smile at reception, the staff are all very friendly and eager to help.
Very spacious accessible room, able to split the bed into twins on request. I can easily manoeuvre both my electric and manual wheelchairs in the room and wet room. Everything is within reach and makes life easier.
Our room was clean at our request and was done to a very high standard (I love the smell of bleach)

Room tip: There is more than one accessible room to suit your needs
Date of stay: June 2021
    • Value
    • Location
    • Service
Thank Niki1_Wheelie
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Reviewed 1 June 2021

Polite, friendly staff. Very organised. The room and communal areas were immaculate. Very covid safe. Very quiet, had brilliant sleep. Staff very helpful, very welcoming. Have booked 2 more trips here

Date of stay: May 2021
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank karennaylor14
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Reviewed 27 April 2021 via mobile

Just like to say a big thanks to the great staff at the premier inn very helpful and great listening as my dad is dying and i live a long way they were very helpful room was very clean and ready for us we stayed 3 days

Date of stay: April 2021
Trip type: Travelled as a couple
1  Thank Vernon H
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Reviewed 18 March 2021 via mobile

From the minute arriving I k ew this would be a great Premier Inn. Large car park and each member of staff were so friendly and welcoming. The room was spacious and clean and the shower was super powerful. Very few guests during my stay so it was really quiet and I enjoyed a great night sleep. Wi-fi was a little bit iffy but good enough.

Date of stay: March 2021
Trip type: Travelled solo
1  Thank IanPLancashire
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
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