Premier Inn Bournemouth East (Boscombe)

We were let down overall due to 5 old people be put in different places round the hotel from 3rd to 10th Also bad service on the meals taking 3hrs 30min

Exceptional staff, great food, and parking but no broadband - like going back to the '90's So the management decisions are ruining this experience :( You have Gigabit available here, shame on you! All the work these amazing staff put in and you give them this which just frustrates the guests

Stayed in this hotel on numerous occasions but my last stay was definitely my final time. There were homeless people sleeping in the underground car park & walked past one of them urinating in the stairwell. Then I was put in a room where I was kept awake by a knocking for most of the night, which was annoying as I had a 6 hour drive the following day. I thought it was another guest making the noise until I opened the curtains in the morning & found it was a piece of plastic hanging from the window & knocking on the window in the wind. (See attached photo). I was going to complain in the morning but there was nobody in reception. So when I got home I sent an email to complain & they replied saying they couldn’t control exterior noise. So I sent them a video to show it was the plastic hanging from their hotel window that was causing the noise. They replied again saying they wouldn’t do anything because it’s classed as exterior noise. Shocking customer service from a big company. We stay in premier inns regularly as they’re usually clean & comfortable but never again

Hotel facilities are adaquate withe plumbing and air con working properly. However the room was not clean with the carpet having stains on it and thread bare in places. Staff wher not friendly or helpful. Hotel not run efficently and room not cleaned even when requeste via the hotels complicated request process. Then given untruthfiull information as to when it would be cleaned

A beautiful room on top floor with sea views however, major issue that the hotel need to address is that homeless have moved into the car park. I appreciate they can’t sleep outside in the cold however, we noticed our wing mirrors had been moved and the hallways really smelt terrible of urine. There were people sleeping in the car park enclosed area too so I didn’t feel comfortable walking around as a young lady with my baby. We usually love this hotel as it’s faultless and staff are great but I won’t be staying again due to this issue

Stayed here for one night as went to see a stand up comedian at the Pavilion venue. The staff was very attentive and friendly and nothing was too much trouble to ask her (didn’t get her name) but she made the stay more enjoyable and made it a better experience because of her kindness and helpfulness

Disgusting mould on the matress, stayed here in August with the family. Booked x2 rooms and my daughters room had an off smell, it wasn't until after the second night that we discovered mould in the matress, housekeeping had just turned the matress upside down and the matress was wet and mouldy, we also discovered that the sofa was matress also had mould.

Where do I start? 1. After a 6 hour drive, arriving at 2.15pm, I was advised I could not check in until 3pm, but I could pay £10, for an 'early' check in! At 3pm, the 20 other guests were advised to use the digital check in screens, but both failed, leading to a long queue of unhappy people now having to queue for a manual check in. 2. I was given my key and paper card showing room number 703. After going to 'my' room, the key did not work, so they reset it. I entered 703, only to find another person already booked in. After another visit to reception they told me I was in room 708, even though my paper card said 703 and allowed me entry to 703! 3. At my check-in, I asked for my evening meal at 7.30pm each night (3 nights). This was not registered, so I was nearly stopped from eating on 2 occasions. 4. Food is very average. Waiting time was over 45 minutes, which I was told by the chef was due to ticket issues! 5. Parking is £7 per day. 6. Walls are very thin. You can hear conversations in the next rooms. I have visited many Premier Inns, and the standard is usually good. This is very poor. Staff are friendly but very inexperienced. Don't mention the Meal Deal!

After parking in the underground car park we made our way up the stairs to reception, we were instantly hit with the overwhelming scent of urine and as we reached the floor for reception we were greeted by three homeless people one of which was shouting that they needed to clean up the urine and then directed us out of a nearby door so we could access reception via the street. After reaching reception and checking in I explained the situation in the car park and was told that it was an ongoing problem and unfortunately there wasn’t anything they could do. As we were going out for dinner that evening I was concerned that I would have to take my children back through the stair well but was told there wasn’t any other way to get there. We went up to our room and as a family of four were surprised to see only one made bed there was another bed in the room but it didn’t have any bedding and as we had our two children with us we were unsure as to where our other child was expected to sleep. Unfortunately there wasn’t a phone in our room to call reception so we went down and was told someone would come and make the beds etc. We then started to shower as we were going out and discovered there were only two towel’s resulting in another trip to reception. We had now become extremely frustrated and decided we didn’t want to stay in the hotel mainly due to not feeling safe we asked for a refund but was told by the duty manager this was not possible as we had checked in and I would have to fill in an online form to make a complaint and request a refund! I therefore asked if we could be transferred to another hotel to which the duty manager said he would try to do, as we were going out for dinner he took our numbers and said he would call us. Around 20 mins later he called and said he had found a room in a premier inn nearby we gratefully accepted and was informed that he would do the transfer and call us back to confirm. Around 30 mins later he called back to say he couldn’t do the transfer as we had already checked in and we would have to rebook and pay for the other room at the hotel we were unable to do this online so had to receive a call from the other hotel to confirm the room and then book and pay once we got there at nearly 11 pm in the evening! In my opinion this hotel should be shut down until something can be done about the problem with the homeless people as it is a danger to both guests and staff, the hotel is clearly extremely understaffed and staff are unsupported. The two members or staff I dealt with in the two hotels were extremely helpful and polite but also limited in what they could do to help us which is extremely unfair to them!