Premier Inn Bridgwater Gateway (M5, J24)

Perfect location to visit family and great service with comfy beds

We stayed here for 3 nights. Our room was sub-standard as there was an issue with the TV. I told the staff on reception and the duty manager on the first night, to be told "we apologise and will try our best to resolve this in the morning, we can't guarantee anything". In the morning I spoke to them again, the staff showed empathy and stated they would try their best to find a resolution. On the 2nd night, Scott (the person on the desk) stated nothing can be done and dismissed the issue. He also minimised the issue of giving a substandard room and refused to call his manager as he was at home now. Scott did offer a free breakfast, which we refused as we already had this covered. Scott continued to attempt to antagonise the customer (us) making silly, childish remarks with no resolution offered. When I criticised his professional manner, his capability and his customer service, he decided to get upset, walk away and ask us to leave the premises. So to sum up, we got a sub standard room with a faulty TV, the customer service from here on was to dismiss and attempt to antagonise the customer, offering no resolution to the issues they created. Scott did accept; - that we had done nothing wrong - we had attempted to resolve the issue using the correct procedure - the room was sub-standard - the issue was created by premier inn staff However they did not have the capability to offer a resolution to the issue for the following 2 nights and 2 days we stayed here.

This venue was booked months in advance for a group of over 100 people, expecting a well-organized experience—but it fell far short. The rooms were as hot as Hades, making it extremely uncomfortable. Smelt very musty. Communication between reception, rooms, and the restaurant was disjointed from the start. The restaurant could only seat four people every 15 minutes, which is shocking considering the group size was known in advance. With just one chef, service was extremely slow and poorly managed. We’d already pre-booked breakfast before realizing what a sham the setup was. There was no greeting, no staff checking if we were guests, and we even had to clear and clean our own tables—which is unacceptable at this price point, be aware there are no decaffeinated tea bags. Speaking of pricing, the cost of drinks was unbelievable—well above reasonable rates for the quality and service provided. It was so bad, we chose not to eat at the restaurant for the rest of the weekend. The only redeeming aspect was the staff themselves—friendly and doing their best under tough conditions—but they were clearly overwhelmed and unsupported. With proper staffing, coordination, and honest pricing, this could’ve been a decent stay. Unfortunately, we left feeling let down and overcharged.