Salfords Homestays

We recently stayed at Premier Inn Redhill/Reigate, and while our experience had its ups and downs, we can confidently say the hotel is on a path of improvement, albeit with some significant areas that are still in need of attention. The hotel went through a rough patch about a year ago, but since the arrival of two new managers, there have been noticeable enhancements. The surroundings in the hotel has started to feel more welcoming, and we appreciate the effort that has gone into revitalising the place. However, it is clear that there is still so much work to be done. One of the main areas that needs improvement is the restaurant/pub section. We found it quite distracting that the manager felt the need to project his voice so loudly that it echoed throughout the entire space. It would be more effective if the communication was more subdued and a more professional manner. Additionally, we believe the staff would greatly benefit from a customer care training course. During our stay, we encountered a few instances that highlighted this need. When we enquired at reception about the possibility of switching to a downstairs room, the staff member simply stated they were full, without any attempt to explore other options or gauge our needs further. In a hospitality environment, a little empathy goes a long way. Moreover, we noticed a lack of professionalism in staff attire. One member was poorly dressed, while another wore a baseball cap backward, which felt unprofessional in a hotel setting. The overall demeanor of some staff members also left much to be desired, as we observed one person disregarding the queue for tables in the restaurant, which contributed to a sense of not bothered attitude. Cleanliness is another significant concern. Upon entering our room, I was disappointed to find the duvet stained, which is unacceptable for any hotel. Additionally, the bathroom had an unpleasant odour reminiscent of dirty mops and cloths, with smells emanating from the plug holes and overflows. It’s important for these issues to be addressed. Also, the restaurant toilets had an overwhelming stench of urine, which was extremely off putting and purely disgusting. In conclusion, the Premier Inn Redhill/Reigate has made strides in improving since its downturn, but there are still fundamental aspects that require urgent attention. With better staff training, a focus on cleanliness, and a more professional atmosphere, this hotel could be great. For now, it remains a mixed bag, and we are unsure if we will visit again.