Premier Inn Plymouth City Centre (Derry's Cross)

We stayed at this hotel for three nights. Upon arrival early in the morning, we were welcomed by a young gentleman who was helpful and courteous, which we appreciated after a long journey. Unfortunately, the positive start did not continue throughout our stay. On entering the room, we noticed that the pillowcases had visible marks on them. This immediately raised concerns about cleanliness, and we did not feel comfortable checking the mattress or beneath the bed sheet as a result. As per the instructions displayed in the lift, I requested room servicing on the morning of the first day. However, the lady at the front desk appeared noticeably displeased with the request. She avoided eye contact, and the overall interaction felt dismissive and uncomfortable — as though the request was unreasonable or unwelcome. On the second morning, I made the same request to a different staff member. Her response was similar in tone, and she informed me that housekeeping was “very busy” and might not be able to clean the room. She made it sound as though I was expected to sympathise and accept that basic service, such as fresh towels, might not be provided. As expected, the room was not serviced, and we were left without clean towels. At that point, I did not feel it was worth raising again. Throughout our stay, I found the staff interactions disappointing. The overall attitude gave the impression that we were not particularly welcome. That said, I did not take it personally. I believe that people’s behaviour reflects their own character, mindset, and attitude — not necessarily the person standing in front of them. I understand that businesses are trying to manage costs and improve operational efficiency. However, hospitality is fundamentally about the experience — feeling welcomed, respected, and comfortable. Cutting back on that, especially in areas as basic as cleanliness and customer service, ultimately damages trust and loyalty. I strongly urge Premier Inn to review both service standards and internal culture, particularly at this location. A more inclusive and welcoming environment, backed by consistent basic service, would go a long way in restoring customer confidence. Sadly, for us, this visit felt like a missed opportunity and a poor experience overall.

My partner and I checked in last night, Terri bless her was holding the fort on her own, juggling everything. Later in the evening, my partner walked past in the corridor shouting for me as she found a female lying on the floor shouting for help, it transpired this person was a resident staying in the hotel who was extremely drunk who needed help. Myself and the manager then helped assist the lady to her room. The staff really shouldn't have to deal with this and it must have such an impact on their job role dealing with situations like this on a regular occurrence. The morning was made so much better as it was my birthday. we went down for breakfast, where we saw Terri and Chrissy who were extremely helpful, brilliant sense of humour and very friendly, they must be a credit to your team and deserve a big thank you from us. Best wishes Shelley

Have stayed here a few times now, very clean and the usual Premier Inn standard. Special mention to the twins Lilly and Caitlin who are always very helpful and friendly. Would definitely recommend as it's also in the city centre so everything's close by!