Premier Inn Belfast City Centre Alfred Street

My husband and I had some issues with our bookings but it was efficiently handled by Kris, one of the front desk staff. Although the issues faced were not caused by the hotel we were given free breakfast and we really appreciate the kind gesture! Breakfast was simple but nice. The restaurant also provides vegan options. Our room is warm, cosy and has a sofa bed. Hotel is strategically located and you can walk to the malls and many restaurants around the area.

We had booked to stay August 9th for 2 nights. We were refused our stay upon arrival due to one of the guests being 17, the receptionist told us she could give us a refund and it would be back in the bank account within 5 working days, 4 weeks later we have still recieved no refund, I have tried calling with no answer every time and emails aren’t being responded to.

From the outset, my experience was far below the standards I have come to expect from Premier Inn: Upon entry of the hotel, the receptionist was extremely loud with other guests, using inappropriate language with them where there was clearly a rapport however she failed to respect the new guests that arrived. When we were checking in she asked if we planned to eat at the restaurant, and we stated we were unsure. Her response was....."Well don't...they only have one chef so it's not the best". (Professional?!) We booked premier plus room and were provided with a Room on the 7th floor. The room was not cleaned to an acceptable standard. The bed had very clearly been disturbed, there was a Kit Kat wrapper under the desk and furthermore, the “upgraded” room offered little to no difference from a standard room. I approached reception to complain, I did not raise my voice nor was I aggressive however I explained to the same lady that I wasn't happy with the lack of cleanliness and the supposed upgrade. She was argumentative and told me there's a big difference between Premier Plus and Standard whilst also telling me to calm down. I was not irate but I was dissatisfied.... I asked her to please not tell me to calm down as she is being far louder than I was and is outspoken. Her response was..."well this is who I am" again (professional?!). She then sent her young colleague (who we now know is a manager) to inspect the room..... she came back and said she doesn't see an issue with the bed (it was hard to miss). The receptionist then assigned us to a room on the 8th floor, and she wrote the room number on the key card pocket. I went up to the 8th floor and could not access the room. Again I went back down to the reception where the same lady claimed to have reactivated the keycards..... again I went back up to the 8th floor and again could not access the room. For the 3rd time, I go all the way back down to reception (whilst 21 weeks pregnant). This time the young girl speaks to me and tells me she is going to come up with me to check the keys. I was not happy with this and stated "I am not lying, it does not work, I can't keep going all the way up there and back down as i am 21 weeks pregnant. She was extremely rude, told me not to interrupt her. She clearly had no consideration for the fact that i had been up and down to the same floor due to their error. However i followed her all the way back to floor 8, Upon getting to the assigned room with with young member of staff..... she attempted our cards.... they did not work so she used her card and opened the door to find a gentleman in the room..... she slammed the door shut then turned to me and said "what the f@ck". I told her this is unacceptable and that language is a hard no for me. So yet again we go back down to reception where the check-in lady says Oh I wrote the wrong number down. Mistakes I can understand but I had been to them THREE times with room being inaccessibl so how on earth was this