One&Only Le Saint Geran

Hotel is in a good location for M&S Bank Arena and for the city centre. Rooms were a good standard, as expected with a Premier Inn. Quiet, clean and comfortable. However, bathroom flooded from the shower, with water going straight under the shower screen. Breakfast itself was decent, but see comments below. Check in was really bad here. When we arrived, all of the self-check-in kiosks had crashed out and there was a large queue for one staff member who we thought was checking people in, and who was busy with one customer. Whilst we were waiting, another staff member turned up and dealt with another customer, but then left straight away. By this time, the small lobby was full and people were queuing down the corridor to the lifts. They could have helped with checking people in. When the first staff member had finished with their customer (they took ages), they asked if anyone was waiting to check in. A bit of a daft question given the long line of people waiting. When we all responded yes, he asked us to use the kiosks - which were still crashed out. Ridiculous. He started resetting the kiosks and eventually got them back online. He and his colleague could have just checked people in at their desks and that would have been a lot quicker. Breakfast was nice, but a bit disorganised. We turned up as soon as they opened as we had a busy day ahead. There was one family seated in the restaurant and no colleagues around to check people in, so we had to wait for a colleague to arrive. When he did, we checked into breakfast and when we were asked about allergies the information to hand didn't cover what my wife is allergic to. The colleague asked in the kitchen but came back with a 'they don't know' response. Not the best stay we've had at a Premier Inn.

First impressions: lifts were filthy, reception is self serving which is good. Went to the toilet in reception and the door was broken with no lock, no toilet paper and no paper to dry your hands with - restroom was dirty. Corridors to the room needed a good hoover with bits of rubbish everywhere. Room was nice and clean and bed was comfy. Restroom was as expected. TV remote needs changing or batteries. Breakfast in the morning was absolutely spot on and couldn’t fault it especially as kids eat for free.

staff were very rude and unhelpful. Zero hospitality. I booked the break for me and my husband as a birthday treat. We got to the hotel about 1:30 pm and needed to leave our luggage as I had a surprise stadium tour booked for him. I had already checked in from home. When we got to the reception area there were 2 female guests in front of us who also wanted to leave their bags.they had 2 medium sized trolley bags. The male staff member said to them that it is full and if they can find space they can leave their bags. Than he looked at me and my husband and rudely said you can’t leave your bags here. You need to take it with you. I explained we have an a stadium tour booked and it will be very inconvenient to take it with us and my bag was only little. Another guest that heard all of this kindly offered to take their bags out to accommodate for other guests luggage which I thought was really nice. During this commotion a very nice gentleman came to assist and began to make room for the females suitcases that were ahead of me. The other staff member kept on been rude to me and my husband and said what do you want me to do with your bags I can’t do anything and I ain’t keeping it. He than spoke over us to the nice gentleman in the room who was making space for luggage and said are we taking their bag? The nice gentleman said how big is the bag? I showed him it is small and he said it’s fine I have made space. I was really upset with the tone used and the rude manner the other male staff spoke in. He could have spoken in a kinder tone and explained it better and try to solve the issue instead of been rude and abrupt. He should not be working on front of desk if he doesn’t know how to show good hospitality. The other issue is the check in system that the hotel uses. It asks u to check in from home and than use the kiosk to scan ur qr code and get ur key. I had already done the online check in and we arrived back at the hotel at 16:5 to get our luggage and key. There was a a family in a queue waiting at the front desk. I went to scan my qr code at the kiosk and it was not working. I tried different ones and it failed to check me in. I than stood in the queue to ask for help to check in. The lady staff member was stood helping the family in front and than asked for a manager (Megs) to assist the family. In that time 2 more guests arrived and tried using the kiosk which did not work so they joined the queue. The female staff stood next to the manager was unable to assist the other guests to check in even though she was available and at the front desk. The manager was very rude and ignored that there was a queue and guests were waiting to check in and it is all because their check in system does not work as you still have to queue up. I was stood in the queue for 25 minutes and when it was my turn to check in the manager made a comment that she needs to go home. That is very rude and not professional. You do not say that in front of guests. Your job is to welcome guests and try to assist them The manager also commented under her breath that I should learn manners. Excuse me but I was not rude to her in anyway. I was just annoyed that I had to wait for 25 minutes in a queue to check in after check in time, all because their check in system does not work well at all and is very frustrating for guests as it is time consuming and not very easy, reliable and efficient to use.Well no wonder staff are rude and zero hospitality if they have a manager that is rude and unprofessional in front of guests. staff were very rude and unhelpful. Zero hospitality. I booked the break for me and my husband as a birthday treat. We got to the hotel about 1:30 pm and needed to leave our luggage as I had a surprise stadium tour booked for him. I had already checked in from home. When we got to the reception area there always 2 girls in front of us also wanted to leave their bags. The male staff member said to them that it is full and if they can find space they can leave their bags. Than he looked at me and my husband and rudely said you can’t leave your bags here. You need to take it with you. I explained we have an a stadium tour booked and it will be very inconvenient to take it with us and my bag was only little. Another guest that heard all of this kindly offered to take their bags out to accommodate for other guests luggage which I thought was really nice. During this commotion a very nice gentleman came to assist and began to make room for the girls suitcases that were ahead of me. The other staff member kept on been rude to me and my husband and said what do you want me to do with your bags I can’t do anything and I ain’t keeping it. He than spoke over us to the nice gentleman in the room who was making space for luggage and said are we taking their bag? The nice gentleman said how big is the bag? I showed him it is small and he said it’s fine I have made space. I was really upset with the tone the rude manner the other male staff spoke in. He could have spoke in a kinder tone and explained it better and try to solve the issue instead of been rude and abrupt. He should not be working on front of desk if he doesn’t know how to show good hospitality. The other issue is the check in system that the hotel uses. It asks u to check in from home and than use the kiosk to scan ur qr code and get ur key. I had already done the online check in and we arrived back at the hotel at 16:5 to get our luggage and key. There was a a family in a queue waiting at the front desk. I went to scan my qr code at the kiosk and it was not working. I tried different ones and it failed to check me in. I than stood in the queue to ask for help to check in. The lady staff member was stood helping the family in front and than asked for a manager (Megs) to assist the family. In that time 2 more guests arrived and tried using the kiosk which did not work so they joined the queue. The female staff stood next to the manager was unable to assist the other guests to check in even though she was available and at the front desk. The manager was very rude and ignored that there was a queue and guests were waiting to check in and it is all because their check in system does not work as you still have to queue up. I was stood in the queue for 25 minutes and when it was my turn to check in the manager made a comment that she needs to go home. That is very rude and not professional. You do not say that in front of guests. Your job is to welcome guests and try to assist them and she also u get her breath commented that I should learn manners. Excuse me but your job role is about hospitality. Well no wonder staff are rude and zero hospitality if they have a manager that is like that as well. Not very happy at all with my experience with the hospitality side of the hotel. I frequently book premier inns and have never ever come across staff that is so cold and rude. Not very happy at all with my experience with the hospitality side of the hotel. I frequently book premier inns and have never ever come across staff that is so rude in front of guests. If you want to have a good stay at the hotel avoid interacting with certain staff and the manager. I have previously stayed at this hotel a while back and had no issues like this.

Really central location a few minutes from the bus station and shops. You couldn't really ask for a more central spot. Upon arrival at 5pm our room wasn't ready, in fact loads of people subsequently turned up without a room ready. Lots of angry people muttering complaints and some more vocal than others. Not sure what had happened but possibly a staffing issue. Anyway 20 minutes later we were in our room which was clean and as you would expect from a Premier Inn. No complaints there but there was lots of dirty pots and linen in the corridors on the way to the room. Comfy bed and a reasonable night sleep. The shower screen leaked, not sure why they got rid of the shower curtains unless it's just here. Overall I was quite pleased and it was good value for money.

Possibly the friendliest staff in any hotel I’ve ever stayed in. David in the restaurant and bar could not be more helpful and the only reason I don’t name anyone else is because I did not get there names.