Ross-on-Wye

The forte of this hotel has always been the staff but on my last visit they excelled themselves. Very friendly reception on check in and the new (to me) bar. restaurant and hours explained. Called into the bar after an evening out....impressed with the layout...they've lost quite a few bedrooms to facilitate it. The solitary staff member who was running reception, was also running the bar and kitchen due to staff illness, in the hour or so we were there they literally never stopped. We went in for a cooked breakfast the following morning, kitchen staff still ill, but the receptionist, who I've met previously and been impressed with, turned out a first class meal, better than most other premises in the chain that I've visited and that's quite a few. Rooms clean and comfortable, an excellent one night stay, well done to all.

I visited the Premier Inn, Ross-on-Wye, where I was booked to stay in July 2025 for three days. Having been away for most of the day on the 2nd day, I returned to the hotel at approximately 8:30 pm, to be told by the reception staff that the hotel was closed. No offer to find alternative accommodation (perhaps at one of their other hotels) was made, instead, my friends and I were told to try to find accommodation 14 or 15 miles away in Hereford. I am 76 years of age, suffering from ill health, so to be given no other option but to look for accommodation and somewhere to eat, late at night, irrespective of budget, or drive home, a 150-mile journey in the dark, was simply outrageous. I was on a 3-day break with friends, so my break was ruined. Had anyone consumed alcohol, they would have been unable to drive and forced to sleep in the car park. Fortunately, I did not consume alcohol. To add insult to injury, upon returning home, I received a form to fill in, asking me to report how much I had enjoyed my visit. So much for Premier Inn’s motto “a great night's sleep”! On my return, I complained to the head office, and without even asking, was told that under no circumstances would they offer any compensation (I was hoping to be compensated for my fuel costs). I later discovered that the hotel was closed due to an infestation (earwigs), so understandably, it had to close but their attitude to customer care was shameful.

Location is rubbish for access to the local area… made even more of an issues when the restaurant and bar are closed with no prior warning and no support offered in getting to another venue to have an evening meal. I get that things happen but how you react to those show what you really think of customer satisfaction and their experience of staying at your hotels. You failed miserably.