Premier Inn Norwich City Centre (Duke Street) hotel

"Room is the usual standard as you can find at any other premier Inn, the problem is the restaurant. Handful of customers seated, but warned of a big delay to food orders. Chose not to eat there as did a few others who also walked out or could be heard complaining to the one staff member that was working the bar, front desk and restaurant."

"I'm giving 5 stars although my actual experience in the room certainly didn't warrant it. We were in room 224 which was fine in itself but the mattress was dreadful and some noisy neighbours kept us awake around 4am. I went down and told 2 ladies about what had happened and immediately Kayley (I hope I've spelt this correctly) offered to refund our breakfast before we'd even had it and seemed to offer a very sincere apology. It just proves that the right people in a business, MAKE the business. She dealt with a customer issue in a fine and fair way for both parties. Obviously the mattress was their issue but the people making the noise were not. Then during breakfast we were treated so well by Jenna (again, I hope I've got that right). She made sure we had the place we felt most comfortable to sit and make sure we were informed how everything worked. She also confirmed without us even having to ask that the refund had been issued and we knew she was telling the truth as we had an email confirming this 10 minutes earlier. Basically well done girls. It's people like you that make a place successful. People buy from people never forget that - and for your care and attention you've won over someone who wouldn't have come back to your establishment. I hope Premier Inn headquarters actually see this."

"Check in and out was smooth. Took a couple of minutes and I was in my room. The rooms were neat and the lighting was good. The central heating in my room was not working but at least they provided a heater which was quite good. Bathroom was good in my opinion. I enjoyed the pressure. My major complain will be the WiFi. The WiFi they gave freely wasn't fast enough to do anything, guest have to pay extra for that and I feel they can do better. The breakfast was pretty standard, they had cereals and the hot meal available."

"Service at bar was occasionally poor, due to staff also on front desk. Food was good, pity beers were not served in correct glasses. Car parking not good, due to distance away from hotel, also have to pay."