Premier Inn Bridgwater Gateway M5 J24

Stayed here a couple of times now and brilliant stay both times. Stayed to break journey on way to Devon, hotel is located a couple of minutes of the M5. Room and bathroom very clean and well maintained. Quiet hotel, no disturbance both stays. Restaurant good for breakfast. Staff lovely and helpful. Cannot fault it.

2 months ago · via Google

We stayed here for one night ahead of important SEND assessments for our two young sons and unfortunately the experience was very disappointing. After a 200 mile journey, we arrived at around 10:30pm and used the self check-in system, which was quick and straightforward. However, from check-in to reaching our room, we did not see any staff members. The family room had not been properly prepared. Only the main double bed had been made. The sofa bed and pull-out bed were not set up despite the room being booked for a family of four. We therefore had to make up both beds ourselves late at night. The bedding had been left underneath the bed in housekeeping bags. The pillows and duvets did not have covers on them and one of the duvets appeared stained. There were also insufficient towels and bedding for our family. As a result, none of us had a particularly good night's sleep before an important day. The room itself was generally clean, but the lack of preparation was unacceptable and left us feeling as though basic housekeeping checks had been missed. Breakfast was average. The member of staff greeting guests was friendly and helpful, particularly when discussing our son's egg allergy and explaining that fresh food could be prepared if required. However, some items had run out or appeared to have been sitting for some time, and we overheard a member of the kitchen team complaining about guests taking too much food and stock levels running low. Following our stay, I raised a formal complaint with Premier Inn. To their credit, they acknowledged that the room preparation fell below their expected standards and accepted that the experience had fallen short. However, they declined any goodwill gesture or compensation because the issues were not reported during the stay. What disappointed me most about this response was that it failed to recognise the practical reality of our situation despite the issues we raised with them via email. I appreciate that the hotel states assistance was available, but as a guest, the issue is whether that assistance was realistically accessible when it was needed. Unfortunately, what should have been a simple overnight stay before an important day became unnecessarily stressful. The acknowledgement of the issues was appreciated, but the overall handling of the complaint left us feeling that customer experience mattered less than adherence to policy and would consider other options over Premier Inn in the future.

2 months ago · via Google

I was so impressed by the service from the moment I arrived, Leah at the front desk was incredibly helpful, guiding me through the check-in process and sorting out parking with ease. Her assistance truly went above and beyond, especially when it came to dinner. Exceptional customer service like that is hard to find these days, and it definitely makes me want to choose this Premier Inn again whenever I'm in Bridgwater.

a month ago · via Google

Used as an overnight stopover on our way to Cornwall, usual Premier Inn comfort and easy to find. Couple of pubs nearby for food and drinks but having seen what the Premier inn were offering decided to eat in. Had their meal deal with breakfast and the food was excellent. Will use here again when we next go to Cornwall.

2 months ago · via Google