Usually reliable chain, let down completely in this instance by the longest wait I've ever had in a restaurant. Arrived at 6:30, order taken promptly and starter arrived before 7pm, but we then had to wait until 8:40 (and after repeated pleas) for the main to turn up. Utter purgatory. If it hadn't been for the fact that the better half was going into hospital the next morning and needed a decent meal I would've given up altogether and told the staff we didn't want it. They were very apologetic when the main finally turned up and knocked £20 off the bill, though by that point I was desperate just to bolt the blessed food and go back to our room.
I eventually managed to ascertain that the reason for the appalling service was that, surprise surprise, there was one person working in the entire kitchen and that the three other staff were being completely run ragged trying to take orders, clear tables, operate the reception desk and work as assistant chefs all at the same time.
There is no excuse for this. Premier Inn is not a struggling business and can afford to employ enough staff to provide a tolerable level of service. Indeed, our recent experiences at other of their hotels have been overwhelmingly positive. Mercifully it is unlikely that we'll need to use this particular one again because I have absolutely no intention of ever coming back.
It's all a great shame because the room was clean, comfortable and modern, perhaps a little on the small side but otherwise very good, and although it's not in a pretty location it was very convenient for what we wanted. I just wish businesses like this wouldn't cut corners on staffing. I can think of at least one example of an otherwise really nice restaurant near to where we live that we've stopped going to, not because the food isn't excellent but because it takes forever and a day for it to turn up. It takes all the enjoyment out of a meal.