(由 Google 翻译)给两星纯粹是因为员工服务态度很好,而且很负责。
然而,房间就完全不同了。
我预订了这家酒店两晚,总共155英镑。
我们晚上10点后才到,因为我丈夫下班后我们坐火车过来的。经过三个半小时的车程(我自己也怀孕四个月),说实话,我们非常疲惫。
入住手续办理得很顺利,然而,接下来发生的事情迫使我们取消了第二晚的住宿,另寻住处:
• 打开房门时,一股霉味扑面而来。
• 紧接着是厕所的异味。
• 发现马桶没有打扫。马桶里还有尿液和粪便。
• 发现马桶没有冲水,因为冲水阀坏了,所以不知道它在那里“闷”了多久。
• 还注意到预订了两位成人的双人间只有一个枕头和一条毛巾吗?
• 丈夫去前台投诉。当时大约是晚上10点30分。
• 夜班接待员试图告诉丈夫,他无能为力。显然,我们不会住在一个带马桶的房间里,马桶里有别人的粪便,所以丈夫说:“绝对不行,请想办法解决。”
• 丈夫告诉夜班接待员,我怀孕了,脏兮兮的卫生间又没有冲水装置,所以夜班接待员帮我们安排了一间无障碍客房,但两晚只能住一晚。
• 丈夫询问我们预订的第二晚的情况,接待员说我们必须明天早上去前台问问,看看到那时是否还有房间,而且只剩下“4间”了。
• 我丈夫问既然我们已经到了,能不能把我们安排优先入住,接待员说不行,因为他们的系统有问题?也就是说,我们得起个大早,去前台,祈祷所有房间不要一夜之间就订满。
• 这显然让我们很不舒服,因为严格来说,我们第二晚已经没有房间了。
• 我们很累,说:“好吧,明天再说吧。”
• 无障碍房间还算可以。虽然还是有点潮湿的味道,但没那么难闻。床很干净,也很大很舒适。
• 不过,隔壁房间有一扇内门,让我有点担心。我拿把椅子抵着门,感觉更安全一些。
• 我们试着安顿下来,打开了暖气。暖气开了大约15分钟,就开始有烧焦的味道。味道越来越难闻,最后我们决定关掉,因为味道太浓了,让我们很焦虑。
• 室外温度只有4°C,房间里却完全没有暖气。房间里整晚都非常非常冷。
• 老公去洗澡,由于排水不畅,潮湿的房间地板基本上都被水淹没了,到早上甚至还没有完全干透。
• 无障碍设施上长了霉菌,浴室墙上有看起来像头发屑的东西?(我和老公都没带剃须刀。)
• 现在快到午夜了,我们决定预订其他住宿,因为我们对这家酒店已经不抱任何希望了。
• 试着睡觉。
• 凌晨3点左右起床去厕所(因为我怀孕了,所以这是第100次了),去冲马桶,结果只是滴水,而不是冲水,直到早上才停止。
• 再次尝试入睡,但睡不着。直到凌晨5点才睡着。
• 被房间外其他客人的大声谈话吵醒。楼上的客人带着孩子,我猜他们肯定在床上跳来跳去。听起来他们一度像是要从天花板上钻出来一样。(完全没有隔音效果,墙壁薄如纸。)
• 决定比计划早起,收拾好行李,提前一天退房。
再次强调,我给两星的原因是工作人员做得对,帮我们换了房间,并且毫不犹豫地同意退还第二晚的房费。
退款处理完毕后,我会更新并确认。
我真心同情一些员工。我们交谈过的每个人都很友善,我觉得 Premier Inn 好像把他们忘了。
我对员工的建议:
我一眼就能看出船要沉了。我经历过,也经历过。趁还能跳下去的时候,赶紧跳下去。
(原文)
Given 2 stars purely because the staff were decent folk and did the right thing.
The room(s) however, are a different story.
I booked this Hotel for 2 nights, costing £155 in total.
We arrived after 10pm as we had travelled up by train once my Husband had finished work, and after a good 3½hrs of travelling (and with myself being 4 months pregnant) it was fair to say we were very tired.
Check in was easy and straightforward, however, the following that transpired is what pushed us to cancel our 2nd nights stay and find accommodation elsewhere:
• Hit by musty damp smell on opening room door.
• Instantly followed by toilet smell.
• Noticed toilet hadn't been cleaned. Urine and feces still in toilet bowl.
• Notice it hadn't been flushed because flush quite literally had been broken, so no idea how long it had been sat there "stewing".
• Also noticed only one pillow and one towel in double room booked for 2 adults?
• Husband goes to Reception to complain. This is at around 2230.
• Night receptionist tries to tell Husband that there isn't anything he can do. Obviously we aren't staying in a room with a flush that doesn't work with someone else's feces in the bowl, so Husband says "absolutely not, please do something about this."
• Husband informs Night Receptionist that I am pregnant and a filthy bathroom with no flush won't do, so the Night Receptionist gets us into an accessible room, but only for one night out of the two.
• Husband asks about the second night we have booked, the receptionist says we have to ask the desk in the morning to see if there are any rooms left for us by then, and that there are only "4 rooms left".
• Husband asks if we can be put down as a priority seeing as we're already here, receptionist says no because of the way their systems work? And that basically we have to get up super early, head to reception and hope that all the rooms don't book up overnight.
• This obviously doesn't sit right with us, as we now technically don't have a room for the second night.
• We are tired and say "Okay, that's a problem for tomorrow."
• The accessible room is adequate. Still smells a little bit of damp but not as bad. Bed is clean, also nice and big.
• Though there is an internal door to the room nextdoor to us that makes me paranoid. I put a chair up against it to feel more secure.
• We try and settle in, and put the heating on. It's on for about 15mins before it starts to smell like burning. Smell gets worse and worse until we decide to turn it off, as it's overpowering and making us anxious.
• No heating at all in room while it's 4°C outside. It's very very cold in the room all night.
• Husband goes to take a shower, the wet room floor essentially floods due to bad drainage, and isn't even completely dry by morning.
• Mold on accessibility apparatus & what looks like hair shavings on bathroom wall? (Husband and I didn't bring any razors with us.)
• It's about Midnight now, and we've decided to book alternative accomodation as we had lost all hope for this Hotel.
• Try to sleep.
• Get up to go to loo about 3am (for the 100th time because I am pregnant), go to flush toilet and it only starts to dribble, not flush, that doesn't stop until morning.
• Try to sleep again, but can't. Don't manage to nod off until 5am.
• Woken up by other guests who are talking loudly outside our room. Directly upstairs guest had children that I'm guessing were jumping on and off the bed. Sounded like they would come through the ceiling at one point. (No soundproofing at all, walls paper thin.)
• Decide to get up earlier than planned, packed up and checked out a day early.
Again, the reason I give 2 stars is because the staff did the right thing by moving us, and agreeing to refund the 2nd night without any fuss.
I will update this and confirm once the refund has processed.
I really feel for some of the staff. Everyone we spoke to were nice enough, and I feel as if Premier Inn has forgotten them.
My advice to staff:
I know a sinking ship when I see one. Been there, done that. Jump ship while you still can.