Premier Inn St. Andrews hotel

Just returned from a one night stay here. Check in was very good and efficient. Sally the receptionist was very helpful, pleasant and informative and a credit to her employers. My room was very clean and tidy situated on the ground floor overlooking the car park. Bed was very comfortable and had one of the best nights sleep in a long time. The Thyme restaurant situated onsite had a very limited evening meal choice. Breakfast on the other hand was very good. Good choice both hot and cold. Eggs freshly cooked to order.

A cracking breakfast, could not fault it. Eggs cooked to order a rare thing to see. Team all very attentive and very friendly. Rooms look a wee bit tired, however, the hotel is with in walking distance of the main hub. The M&S next door is great for a few last minute bits and bobs.

Premier Plus room on second floor. Addition of an armchair!! Good size bed. Very comfortable. Breakfast buffet and well presented by the chef cooking eggs whilst you wait. Nice touch. Free parking and lots of space. Handy M&S next door and Lidl across the street. Recommended

So… when we went to St Andrews we stayed at Premier inn who say if you’re not happy you get your money back. We weren’t and we didn’t. £175 for one night. This is what happened.. Where to start…firstly, we went to our room and discovered that there was no-where to put our suitcases - although advertised with a sofa/bench on the online photos there was nothing there. So we had to sort our clothes from suitcases on the floor. For £175 that’s not good enough. We noticed that there were lots of dents in the walls.It was all very tired. We then tried to put the TV on but the controller didn’t work. So we went down to reception and talked to the receptionist who said he’d be straight onto it. He said it wasn’t anything to do with the staff, that they repeatedly told head office but they ignored them about problems. Best thing for us to do was to complain to them. We went back to our room and… We waited. An hour later we went down again. Meanwhile we had discovered that the toilet dispenser was empty and a cheap loo roll placed near by. This isn’t good enough for £175. Plus the fan couldn’t be turned off and it sounded like a jet landing - nobody could sleep with that. It wouldn't turn off! We went down and talked to a different, very young receptionist who said, “oh yes everyone complains about that in that room.” He said he’d sort it out and went into the back room…. We waited… Eventually we gave up and I went and knocked on the door. Another man appeared with a beard who said that he would try and get us into another room. Then the initial man came out and I asked if he’d managed to repair the TV controller. He came up to me and said aggressively, “I’m busy, I’ll do it when I’m finished. You are not allowed to knock on the door. You should have stayed there and not knocked. You’re not allowed to knock!” I was shocked at his animosity and asked for his name - he grabbed a name tag from his trousers and thrust it in my face - “Martyn” he said “here you go!” I said to my husband that I was going back to the room. The man had been very abusive and rude. I was pretty shocked and scared of him. They told my husband that they had found a room that was free and we had to re-pack and go to the new room. Room 16. On our way to our room, "Martyn" walked past us obviously finishing for the day and he looked at us and kept shaking his head as he went out. When we got to our room another member of the staff with a beard knocked and apologised for the disgusting behaviour of the previous staff member. He said he had been in hospitality for years and was shocked at our treatment. My husband asked if they had had customer relations training and he admitted that the other staff member had only had online training. He said the manager wasn’t in til the afternoon of the day we left but he’d leave a note. Then we’d discovered that the new room was obviously kept empty because it STANK of damp. It had mould in the bathroom tile grouting. Absolutel