Premier Inn Scarborough (South Bay)

First the positives. The room was very clean, comfortable and bathroom was obviously recently refurbished. Breakfast was excellent and good value, but more on that later. Now the not so good, or could do better! The check in policy is ludicrous, I understand they need to have a designated check in time, but whilst waiting (40 minutes) I overheard the staff clearly stating that all rooms were ready for guests, but as people were entering the reception they were informed that check was not possible until 3pm and they had to wait or pay £10.00 for an early check in! The result was a packed reception and when they did commence check in, due to a “new system “ it was painfully slow! Very poor customer service. The breakfast was good value, but the attitude of the cashier guy was poor at best, probably rude if to be defined. On approaching him I was asked “ breakfast for two “ to which I replied “ no there’s only one” to which he snapped “ well I’m not to know that!” Not expected and yes rude!

Comfortable hotel clean, staff were courteous and polite and helpful . A problem concerning smoking on lower floor but the staff rectified the problem . Room was comfortable situated on the second floor. Chec in was quick reception gave us a warm welcome

We arrived at the hotel and told the only disabled room (we had booked one) was room 141 and one of the furthest from the lffts and reception. My partner had walking difficulties and having this treck was rediculous and being told we should have phoned beforehand was annoying as if you offer disabled rooms then they should be accessible for people with all disabilities and telling us that was near the old entrance to the hotel doesn't cut the mustard as then that room should be offered as a disabled room for guests at all. All the staff kept saying was sorry, even the manager just said phone customer services to complain as they've had complaints about that room before. We had stayed at this hotel previously and arrived around 6pm and was told we'd been upgraded to a superior disabled as there was no disabled rooms left. I don't know went they didn't do this as it would have saved us complaining and having a bad experience. Keep being told that we should have phoned really annoyed me as a disabled room should be accessible for all and that's it and shouldn't have to go around the houses about it.