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Member since:19.11.2003
Reviews:50
Members who trust:10
I had stayed at a Premier Lodge once before with no complaints, so when we were looking for something to do to celebrate my wife's birthday last month, their limited-time offer of two nights for one at the weekend sounded too good to pass up, so we headed for the Peak District, and stayed two nights at the lodge in Macclesfield. The chain is part of Scottish and Newcastle.
Booking is simple, either by phone or online, where there is a good hotel locator system, using an interactive map. You can also see photos of each lodge, and what it offers.
The lodge was easy to find (they are often located near motorway junctions). On arrival, we were checked in efficiently. The rooms are a good size for this class of hotel. The beds are huge, six feet wide, and there is a chair and sofa. They do family rooms for four as well.
Car parking is available and is free of charge.
Specially adapted rooms for disabled customers are available on request.
Breakfast is extra, with a choice of continental or cooked, and it's pricey (£4.25 and £6.25 from memory), and is served between 7am and 9.30am on weekdays and between 8am and 10am at weekends and bank holidays. Children 12 and under eat free. Children 13 to 16 years get a discount.
Snacks, confectionary and cold drink vending machines are available in reception.
No pets, with the exception of assistance dogs.
All rooms are en-suite with a key card entry system. Premier Lodge has 24 hour reception, and CCTV. Smoking and non-smoking rooms are available on request.
There is a TV, although the choice of channels is very limited, free tea and coffee and biscuits, a telephone and a modem port. Most lodges have some kind of restaurant or pub attached. Some have meeting rooms. All these features are standard throughout the chain, except for a few which are still being upgraded. Check when you book.
The location was quiet, and we slept well.
The only problem with the room was a bit of mold on the bathtub. The bathroom itself is also quite cramped, with a very small (but deep) bath, and a fiddly shower.
The first night, we decided to eat at the adjoining pub. The meal was dreadful, and the service slow. We ordered rare steaks and they came well done. There was a good selection of wine however.
My wife decided to register a complaint about the food. She filled in a card, left it at reception, and thought no more about it.
Within two weeks, we had a letter from head office. We were offered apologies about the steaks and that, despite the fact that we put our complaint in writing, the manager had not tried to resolve it before we left. Our comments were "fully appreciated". We have been offered a free night for two including breakfast at any lodge except London, which I think is very generous given the nature of the complaint. The letter writer also gave her direct line in case we had any further comments.
As someone who has worked in customer relations in the past, I know how little it takes to restore faith in a company after a bad experience, and Premier Lodge certainly goes beyond what I expected.
My wife and I took up the offer of the free night in Bristol, and it was fine. We have stayed at Premier Lodge several times since then. It will be interesting to see how the merged company fares.
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